Understanding "Unsupported Message Type"
When your WhatsApp Business Account (WABA) is connected to Chatofy, it relies on the official WhatsApp Cloud API Webhooks to receive incoming messages. Users occasionally notice that a rich Template Message (such as an interactive message with a header image and action buttons) from a Verified Business is fully visible on their mobile WhatsApp App, but appears as [Unsupported message type: unsupported] in the Chatofy Shared Inbox.
Why does this happen?
"type": "unsupported" to our servers.The Missing Contact Name Issue
When Meta sends an incoming message payload to our webhook, it typically includes the sender's WhatsApp profile name. However, when the incoming message is an "unsupported" payload from another Verified Business, Meta often omits the profile name field entirely.
To prevent the contact from being completely anonymous, Chatofy correctly executes a fallback mechanism and saves the sender's phone number as their First Name.
Resolution & Workarounds
- No Code Fix Possible: This is a hard limitation of the official Meta infrastructure. The CRM physically never receives the image, the text, or the template layout.
- Mobile Visibility: The message is visible on a paired mobile device because the native WhatsApp Business App connects via the XMPP/Signal protocol, which handles all business-to-business templates natively.
- Name Workaround: Since the name is omitted by Meta, you will need to manually edit the contact in your Chatofy and set the correct business name.
- Interactive & Quick Reply Buttons: Customer button clicks (quick-reply buttons on templates and interactive list/button replies) are fully supported and synchronized in real time across the Chatofy Shared Inbox, REST API, and WhatsApp Business mobile app.