Whatsapp Inbound Messages Config - Webhooks

[riballor]

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!

[DavidKangni]

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

[riballor]

Yes, all reply messages are configured: 

[riballor]

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

[Mayank_Gandhi]

@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]

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

[Sukrity_Wadhwa]

Hi @riballor, 

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