The reason for this post is make some of you cautious about using services from these two companies. I had an extremely bad experience when trying to deal with an integration between to.
Our objective:
At Fiz we deliver groceries in minutes and we have a compensation system that rewards the customer with a promo code if we are not delivering on promised time. That promo code is delivered via Whatsapp message by the customer service. We wanted to automate that and send this message from our backend.
- We signed up with Twilio
- We tried to linked it Meta Business Suite (previously known as Facebook Business) with no success.
- We had to remove Whatsapp account and re-register it via Meta Business Suite which we did.
- Twilio got integrated ok and we were ready to send Whatsapp messages via their API! Hurrey.
Here is when the problem started. When registering on the device we were welcomed with:
We contacted Whatsapp Support which basically told us: "Not my problem talk to Meta". We contacted Meta Support which told us "Not my problem contact Whatsapp Support".
We repeated this 5 times and 24 later we are still not able to use our phone number for Customer Service.
Meta: "It's not me, it's them!"
Whatsapp: "It's not me! it's them!"
Seems there is an internal conflict between both teams and no proper leadership.
Now their logo makes more sense to me:
as I'm experiencing this Infinite Loop of Absurdness.
The story is not over, wish me luck!
Top comments (3)
Hello Brother,
Did this problem solve for you?
I face the exact same issue with the Tido App.
I also integrate with them and lost our Whatsapp
Yes, deep down in their messy docs it says that you can't have it which is just amazingly silly. Most amazingly none of the customer support of Meta or Whatsapp was able to point that out.
You cannot use the same number with WhatsApp Business App (a mobile app that you can interact with you customers) and WhatsApp Business API (a number that you use to send messages from your backend).
You need two numbers.
In my case this is very silly because we use one number for Customer Service with mobile app and we wanted to use the same number to send promo codes.
So now when we send a promo code from number A we add info to contact us on number B. LOL.
it's a little bit weird, for us we canceled the integration to be able to use our WhatsApp directly from the WhatsApp App. I suggest you check Wati company, maybe you will find what you are looking for.