Some text messages are incorrectly reported as an "Unsupported message type" on 360dialog WhatsApp channels

Resolved

Operational

Started about 3 years agoMay 08, 2023Lasted about 2 monthsMay 08, 202310:19 AMJuly 03, 20232:49 PMUTC

Affected

WhatsApp (360dialog)

Updates

Resolved
July 03, 2023 at 2:49 PMUTC
Resolved
July 03, 2023 at 2:49 PMUTC
This incident has been resolved.
Identified
May 08, 2023 at 10:19 AMUTC
Identified
May 08, 2023 at 10:19 AMUTC
The issue is affecting a very small portion of messages where the messages arrive as "Unsupported message type"

We've isolated the issue to 360dialog's system, and escalated it to their Engineering team. We're currently waiting for feedback from their side.

Rasayel - Some text messages are incorrectly reported as an "Unsupported message type" on 360dialog WhatsApp channels – Incident details