Whatsapp Inbound Messages Config - Webhooks | Community
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riballor
riballor
Level 3
August 20, 2025
Question

Whatsapp Inbound Messages Config - Webhooks

  • August 20, 2025
  • 2 replies
  • 1523 views

Hello Community,

I've successfully configured a WhatsApp channel in Adobe Journey Optimizer and can send outbound messages using Meta's test number.

My issue is with opt-in and opt-out confirmation messages:

  1. When I reply with an opt-in or opt-out keyword (e.g., 'STOP', 'START'), the action does process correctly in the backend (I see the user's subscription status update in Adobe Campaign).
  2. However, I do not receive any confirmation message back on WhatsApp (e.g., 'You have been opted out').

This is happening despite the backend processing being successful. I'm looking for guidance on why these confirmation messages aren't being sent.

Any insights or troubleshooting steps would be greatly appreciated!

2 replies

DavidKangni
Community Advisor
DavidKangniCommunity Advisor
Community Advisor
August 21, 2025

Hi @riballor 

 

Can you confirm if you filled the Reply message in your configuration? By letting it empty, the action is happening without the message.

Thanks,

David

David Kangni
riballor
riballorAuthor
Level 3
August 21, 2025

Yes, all reply messages are configured: 

 

riballor
riballorAuthor
Level 3
August 27, 2025

@davidkangni do you know what could help to solve the issue? 

 

Mayank_Gandhi
Adobe Employee
Mayank_GandhiAdobe Employee
Adobe Employee
August 27, 2025

@riballor.  For SMS, standard English-language keywords (opt-in, opt-out, help) typically trigger an automatic reply from the third-party provider (e.g., Sinch, Infobip, Twilio), not Adobe Journey Optimizer directly.

These keywords typically trigger an automatic standard reply from your third party provider. You can confirm this directly with your provider or via their documentation site.

This means if you're using WhatsApp, confirmation message handling may similarly be a function of the channel integration/provider, especially when using Meta’s test number, and may not be handled by AJO by default.  It will be good to check on meta side in this case.

 https://experienceleague.adobe.com/en/docs/project-aim-demo/using/channels/sms/sms-opt-out

    riballor
    riballorAuthor
    Level 3
    August 27, 2025

    thanks @mayank_gandhi, Ill have a look and confirm if that is the issue.

      Sukrity_Wadhwa
      Community Manager
      Sukrity_WadhwaCommunity Manager
      Community Manager
      September 8, 2025

      Hi @riballor, 

      Was the given solution helpful to resolve your query or do you still need more help here? Do let us know. In case the given solution was helpful, then kindly choose it as the 'Correct Reply'.

      Thanks!

      Sukrity Wadhwa
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