Supported Message Types

Use these examples to identify the WhatsApp Business Account (WABA) webhook payloads your webhook URL receives when users message your business.

Text Messages

Text-message payloads include the message content, timestamp, and sender information.

{
  "owner": "[email protected]",
  "date": "2022-12-06T11:13:55.908937523Z",
  "processId": 1348,
  "origin": "1923847583",
  "externalId": "[email protected]_32118",
  "callback": "https://webhook.example/1234",
  "id": "35678765432347284737272",
  "text": "What is my order ID?",
  "user": "5500000000",
  "extraInfo": {
    "SAMWELL_WEBHOOK_NAME": "test webhook",
    "MSGI_SOURCE_CAMPAIGN": "EliPackage",
    "type": "text",
    "contacts": [
      {
        "profile": {
          "name": "John Doe"
        },
        "wa_id": "5500000000"
      }
    ]
  }
}

Media Messages

Media-message payloads can include images, videos, audio files, and documents.

{
  "owner": "[email protected]",
  "date": "2022-12-06T11:14:32.911652119Z",
  "processId": 1347,
  "origin": "1923847583",
  "externalId": "[email protected]_3558",
  "callback": "https://webhook.example/1234",
  "id": "4567876543473736251",
  "text": "",
  "user": "5500000000",
  "extraInfo": {
    "SAMWELL_WEBHOOK_NAME": "test webhook",
    "MSGI_SOURCE_CAMPAIGN": "EliPackage",
    "attachments": [
      {
        "fileName": "newimage.jpg",
        "shaData": "ertyuhgf456789876ghjhg",
        "url": "https://whatsapp-mo-attachments.s3.amazonaws.com/testing_space.com_file/newimage.jpg",
        "caption": ""
      }
    ],
    "type": "image",
    "contacts": [
      {
        "profile": {
          "name": "John Doe"
        },
        "wa_id": "5500000000"
      }
    ]
  }
}

Sticker Messages

When a user sends a sticker in a Meta-supported format, your webhook receives a dedicated sticker payload.

{
  "owner": "[email protected]",
  "date": "2022-12-06T11:20:58.786725956Z",
  "processId": 2020,
  "origin": "1923847583",
  "externalId": "[email protected]_3438",
  "callback": "https://webhook.example/1234",
  "id": "456789876543245678",
  "text": "",
  "user": "5500000000",
  "extraInfo": {
    "SAMWELL_WEBHOOK_NAME": "test webhook",
    "MSGI_SOURCE_CAMPAIGN": "EliPackage",
    "sticker": {
      "fileName": "newsticker.webp",
      "shaData": "b77c614a24a075f0d59c030c",
      "url": "https://whatsapp-mo-attachments.s3.amazonaws.com/testing_space.com_file/newsticker.webp",
      "caption": ""
    },
    "type": "sticker",
    "contacts": [
      {
        "profile": {
          "name": "John Doe"
        },
        "wa_id": "5500000000"
      }
    ]
  }
}

Location Messages

Location-message payloads contain the location's coordinates and, when available, its name and address.

{
  "owner": "[email protected]",
  "date": "2025-01-22T15:38:38.374199828Z",
  "processId": 1818,
  "origin": "1923847583",
  "externalId": "[email protected]_3435",
  "callback": "https://webhook.example/1234",
  "id": "87654678909283472771",
  "text": "",
  "user": "5500000000",
  "extraInfo": {
    "SAMWELL_WEBHOOK_NAME": "test webhook",
    "MSGI_SOURCE_CAMPAIGN": "EliPackage",
    "location": {
      "longitude": "-99.128059387207",
      "latitude": "19.292819976807",
      "name": "EliPackage Company",
      "address": "Tlalpan, Mexico City"
    },
    "type": "location",
    "contacts": [
      {
        "profile": {
          "name": "John Doe"
        },
        "wa_id": "5500000000"
      }
    ]
  }
}

Contacts Messages

Contact-message payloads include the shared contact's name and phone number.

{
  "owner": "[email protected]",
  "date": "2025-01-22T15:45:13.637933811Z",
  "processId": 3435,
  "origin": "1923847583",
  "externalId": "[email protected]_4041",
  "callback": "https://webhook.example/1234",
  "id": "876546789345432211",
  "text": "",
  "user": "5500000000",
  "extraInfo": {
    "SAMWELL_WEBHOOK_NAME": "test webhook",
    "MSGI_SOURCE_CAMPAIGN": "EliPackage",
    "contact": [
      {
        "name": {
          "first_name": "Elizabeth Smith",
          "formatted_name": "Elizabeth Smith"
        },
        "phones": [
          {
            "phone": "+52 55 0101 0101",
            "type": "CELL",
            "wa_id": "525501010101"
          }
        ]
      }
    ],
    "type": "contacts",
    "contacts": [
      {
        "profile": {
          "name": "John Doe"
        },
        "wa_id": "5500000000"
      }
    ]
  }
}

Unsupported Message Types

When a user sends a message type that Meta does not support, your webhook receives a placeholder payload that identifies the message as unsupported. For example, a customer might send a disappearing message.

The following payload is an example of an unsupported message notification:

{
  "owner": "[email protected]",
  "date": "2025-01-22T15:53:34.938220399Z",
  "processId": 9845,
  "origin": "1923847583",
  "externalId": "[email protected]_5455",
  "callback": "https://webhook.example/1234",
  "id": "7374664646372828",
  "text": "The message type is not currently supported by Meta",
  "user": "5500000000",
  "extraInfo": {
    "SAMWELL_WEBHOOK_NAME": "test webhook",
    "MSGI_SOURCE_CAMPAIGN": "EliPackage",
    "type": "unsupported",
    "contacts": [
      {
        "profile": {
          "name": "John Doe"
        },
        "wa_id": "5500000000"
      }
    ]
  }
}

Unsupported message notifications can result from:

Unsupported media formats: Files that Meta does not support, such as files with uncommon or proprietary formats, some video codecs, rare document formats, or unsupported sizes.
Third-party stickers: Stickers that do not meet WhatsApp specifications for format, size, or resolution.
Non-standard interactive elements: Custom interactive features outside the WhatsApp API, such as undefined buttons or lists.
Polls: Surveys sent as attachments.\

Reactions: Emoji responses sent instead of full messages. For example:

{
  "owner": "[email protected]",
  "date": "2025-01-22T16:02:36.050350125Z",
  "processId": 9534,
  "origin": "1923847583",
  "externalId": "[email protected]_7272",
  "callback": "https://webhook.example/1234",
  "id": "73746261525342519873",
  "text": "The message type is not currently supported: Reaction",
  "user": "5500000000",
  "extraInfo": {
    "SAMWELL_WEBHOOK_NAME": "test webhook",
    "MSGI_SOURCE_CAMPAIGN": "EliPackage",
    "type": "reaction",
    "contacts": [
      {
        "profile": {
          "name": "John Doe"
        },
        "wa_id": "5500000000"
      }
    ]
  }
}

Unrecognized message types: New or experimental formats sent from unofficial WhatsApp versions or third-party tools.
Corrupted messages: Messages that were transmitted incorrectly because of network errors or user-side issues.

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NOTE
When navigating to Messaging Logs in the Communications Platform, users can verify the details of incoming WhatsApp messages by clicking in the Details icon. In cases where a user sends a message type that is not currently supported by Meta, the phone visualizer displays the next message "The Message type is not currently supported by Meta".