Unsupported messages webhook reference

Updated: Jun 26, 2026

This reference describes trigger events and payload contents for the WhatsApp Business account messages webhook for unsupported messages.

Triggers

• A WhatsApp user sends a message type not supported by Cloud API.
• You use the API to send a message to a number already in use with the API. When the number is already in use, Cloud API sends the webhook to the owner of the recipient number.
• A WhatsApp user messages a business onboarded with a WhatsApp Business app phone number for the first time. This is especially common when users tap one of the business's ads that click to WhatsApp⁠ and immediately send a message.

Syntax

{  
  "object": "whatsapp_business_account",  
  "entry": [  
    {  
      "id": "<WHATSAPP_BUSINESS_ACCOUNT_ID>",  
      "changes": [  
        {  
          "value": {  
            "messaging_product": "whatsapp",  
            "metadata": {  
              "display_phone_number": "<BUSINESS_DISPLAY_PHONE_NUMBER>",  
              "phone_number_id": "<BUSINESS_PHONE_NUMBER_ID>"  
            },  
            "contacts": [  
              {  
                "profile": {  
                  "name": "<WHATSAPP_USER_PROFILE_NAME>"  
                },  
                "wa_id": "<WHATSAPP_USER_ID>",  
                "identity_key_hash": "<IDENTITY_KEY_HASH>" <!-- only included if identity change check enabled -->  
              }  
            ],  
            "messages": [  
              {  
                "from": "<WHATSAPP_USER_PHONE_NUMBER>",  
                "id": "<WHATSAPP_MESSAGE_ID>",  
                "timestamp": "<WEBHOOK_TRIGGER_TIMESTAMP>",  
                "errors": [  
                  {  
                    "code": <ERROR_CODE>,  
                    "title": "<ERROR_TITLE>",  
                    "message": "<ERROR_MESSAGE>",  
                    "error_data": {  
                      "details": "<ERROR_DETAILS>"  
                    }  
                  }  
                ],  
                "type": "unsupported",  
                "unsupported": {  
                  "type": "<UNSUPPORTED_TYPE>"  
                }  
              }  
            ]  
          },  
          "field": "messages"  
        }  
      ]  
    }  
  ]  
}

Parameters

Placeholder	Description	Example value
<BUSINESS_DISPLAY_PHONE_NUMBER> String	Business display phone number.	15550783881
<BUSINESS_PHONE_NUMBER_ID> String	Business phone number ID.	106540352242922
<IDENTITY_KEY_HASH> String	Identity key hash. Only included if you have enabled the identity change check feature.	DF2lS5v2W6x=
<ERROR_CODE>	The error code. Possible values: * 131051 — Cloud API does not support the message type. * 131060 — The message is currently unavailable. This typically occurs when a WhatsApp user messages a business onboarded with a WhatsApp Business app phone number, for the first time.	131051
<ERROR_DETAILS>	A human-readable description of the error.	Message type is currently not supported.
<ERROR_MESSAGE>	A human-readable error message. Same as ERROR_TITLE.	Message type unknown
<ERROR_TITLE>	A human-readable error title. Possible values: * Message type unknown — Corresponds to error code 131051. * This message is currently unavailable. — Corresponds to error code 131060.	Message type unknown
<UNSUPPORTED_TYPE>	Contains the type of message that is unsupported. Values can be: * button * edit * errors * gif * group_invite * hsm * image * interactive * keep_in_chat * link_preview * list * location * media_placeholder * order * pin * poll_creation * poll_update * product * reaction	poll_update
<WEBHOOK_TRIGGER_TIMESTAMP> String	Unix timestamp indicating when the webhook was triggered.	1739321024
<WHATSAPP_BUSINESS_ACCOUNT_ID> String	WhatsApp Business Account ID.	102290129340398
<WHATSAPP_MESSAGE_ID> String	WhatsApp message ID.	wamid.HBgLMTY1MDM4Nzk0MzkVAgASGBQzQUFERjg0NDEzNDdFODU3MUMxMAA=
<WHATSAPP_USER_ID> String	WhatsApp user ID. Note that a WhatsApp user's ID and phone number may not always match.	16505551234
<WHATSAPP_USER_PHONE_NUMBER> String	WhatsApp user phone number. This is the same value returned by the API as the input value when sending a message to a WhatsApp user. Note that a WhatsApp user's phone number and ID may not always match.	+16505551234
<WHATSAPP_USER_PROFILE_NAME> String	WhatsApp user's name as it appears in their profile in the WhatsApp client.	Sheena Nelson

Example

The following example shows a webhook triggered by a WhatsApp user sending an unsupported message type (error code 131051). For unavailable messages (error code 131060), the payload structure is the same but the errors object values differ — see the ERROR_CODE parameter for details.

{  
  "object": "whatsapp_business_account",  
  "entry": [  
    {  
      "id": "102290129340398",  
      "changes": [  
        {  
          "value": {  
            "messaging_product": "whatsapp",  
            "metadata": {  
              "display_phone_number": "15550783881",  
              "phone_number_id": "106540352242922"  
            },  
            "contacts": [  
              {  
                "profile": {  
                  "name": "Sheena Nelson"  
                },  
                "wa_id": "16505551234"  
              }  
            ],  
            "messages": [  
              {  
                "from": "16505551234",  
                "id": "wamid.HBgLMTY1MDM4Nzk0MzkVAgASGBQzQUFERjg0NDEzNDdFODU3MUMxMAA=",  
                "timestamp": "1750090702",  
                "errors": [  
                  {  
                    "code": 131051,  
                    "title": "Message type unknown",  
                    "message": "Message type unknown",  
                    "error_data": {  
                      "details": "Message type is currently not supported."  
                    }  
                  }  
                ],  
                "type": "unsupported",  
                "unsupported": {  
                  "type": "edit"  
                }  
              }  
            ]  
          },  
          "field": "messages"  
        }  
      ]  
    }  
  ]  
}