How to Troubleshoot AWS End User Messaging Not Receiving WhatsApp Webhook Messages

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If you’re having trouble receiving messages from your WhatsApp Business Account (WABA), the likely cause is that the event destination isn’t enabled. This step is essential to ensure that incoming messages are sent from WhatsApp to your Simple Notification Service (SNS) topic.

Here’s what you need to do to fix this:

First, check if the event destination is turned on. Even if you’ve set up an event destination with your SNS topic, it won’t work unless it’s actively enabled. Make sure you’ve explicitly enabled the event destination for your WABA so it can receive incoming messages.

Next, review your event destination setup. Confirm that you’ve correctly linked it to your WABA and that it’s configured to send events directly to your SNS topic.

Finally, ensure your SNS topic has an active subscription. You need to subscribe to the SNS topic’s endpoint to get notifications of incoming messages. Without this subscription, even if messages are delivered to the SNS topic, you won’t be notified.

Since your outgoing messages are working fine and your quality rating is good, it shows that the connection from AWS to Meta (Facebook) is functioning properly. The problem appears only with incoming messages, which makes it likely that the event destination setup is incomplete or disabled.

Double-check your WABA configuration in the AWS End User Messaging Social console. Make sure the event destination has been created and enabled separately from just setting up the SNS topic. Correcting this setup will help ensure you receive all incoming messages smoothly.

For detailed instructions, you can refer to the AWS documentation on handling WhatsApp incoming messages.