WhatsApp Cloud API Webhook Not Working in Rocket.Chat Workspace

[salvuccicarlos]

Server Setup Information:

• Licence Type: Community Edition (CE)

• Number of Users: 5

• Server Hardware: VPS

• Version of Rocket.Chat Server: Versión 7.3.1

• Operating System: CentOS 7.9.2009 x86_64(Py3.12.3)

• Deployment Method: Docker

• Number of Running Instances: 1

• DB Replicaset Oplog: No

• MongoDB Version: 6

Client Information:

• Client Type: Browser

• Rocket.Chat Version: Versión 7.3.1

• Browser Used: Chrome

Problem Description

I have followed the setup instructions from the official Rocket.Chat documentation for integrating WhatsApp Cloud API (Reference).

The setup process completes without errors. After entering the WhatsApp phone number information in the omnichannel-whatsapp-cloud-setup channel, I receive the confirmation message:

“Your credentials have been saved successfully .

Next, you need to go to your Facebook Developer Console (Your App → WhatsApp → Configuration) and add the following webhook URL

Callback URL: https://omni-gateway.rocket.chat/v1/whatsappCloud/webhook?workspaceId=[my-workspace-id]

Verify Token: [the-given-token]

I have correctly added this information to the Meta Developer Console, and the webhook gets saved successfully. I also subscribe to the messages event (v22.0), and Meta confirms that the webhook is successfully receiving requests.

However, when testing the webhook from Meta Developer Console, my Rocket.Chat workspace does not receive anything. It seems that the webhook URL https://omni-gateway.rocket.chat/v1/whatsappCloud/webhook is not correctly linked to my Rocket.Chat server, or my server is not receiving the events.

Since the webhook is being handled by omni-gateway.rocket.chat, I have no way to check the logs and confirm whether the requests from Meta are reaching my workspace.

Steps to Reproduce

1. Follow the official setup guide: https://docs.rocket.chat/docs/whatsapp-cloud-app

2. Configure the webhook in the Meta Developer Console:

• Callback URL: https://omni-gateway.rocket.chat/v1/whatsappCloud/webhook?workspaceId=[my-workspace-id]

• Verify Token: [the-given-token]

• Subscribe to the messages event (v22.0).

3. Save the webhook and test it from the Meta Developer Console.

4. Observe that no messages or events appear in Rocket.Chat.

Expected Behavior

When sending a test message from Meta Developer Console, I expect it to be received and processed by Rocket.Chat, making the message available in the corresponding omnichannel workspace.

Actual Behavior

Meta confirms that the webhook is being triggered successfully, but Rocket.Chat does not receive any messages. There is no visible error, and there is no clear way to check whether the webhook requests are reaching Rocket.Chat.

Questions & Debugging Attempts

• Is there a way to check logs for https://omni-gateway.rocket.chat/v1/whatsappCloud/webhook to see if Meta’s requests are being received?

• Are there any additional configurations required to make sure the webhook data is properly routed to my Rocket.Chat workspace?

• Could this be an issue with Rocket.Chat’s handling of the webhook, or is it likely an issue with Meta’s API?

I would appreciate any guidance or debugging steps that could help resolve this issue. Thank you in advance!

[reetp]

Thanks for tye well documented question.

Wish they were all like this!

Couple of points.

@salvuccicarlos

Operating System: CentOS 7.9.2009 x86_64(Py3.12.3)

Naughty… Not the issue but EOL… You should upgrade.

@salvuccicarlos

Community Edition (CE)

Quite possibly the issue.

If you check the docs it clearly says “Premium” so no idea why you would be able to install it as I don’t think CE qualifies.

I am going to ask the team. Please be patient.

[salvuccicarlos]

Thank you for your response and for taking the time to check my issue! I really appreciate it.

Regarding the operating system, I will take that into account and consider upgrading soon.

As for the Community Edition (CE) limitation, I am unsure how to upgrade to a Premium version given that our company only needs fewer than 6 agents. The only option I found is the Pro plan, which requires a minimum of 51 seats, and that’s not something we need or can afford within our budget.

Could you clarify if there’s any alternative or lower-tier plan that allows access to this feature without the 51-agent minimum?

[reetp]

Starter is free for 50 users?

Does pretty well everything.

Should allow apps.

(And yes the issue is that you should not be able to view/install apps on CE)

[salvuccicarlos]

Thanks again for your response! I initially assumed I was using Community Edition (CE), but after checking my setup, it turns out I actually have Starter and even a Premium license applied (see attached screenshots).

I’m still confused about the licensing structure, but if my current plan is supposed to support WhatsApp Cloud API integration, then this might be a bug in the system.

Can you confirm if the WhatsApp integration should work under my current setup? If so, what steps should I take to debug this issue further?

Thanks again for your help!

[reetp]

It would help if you properly read all the docs

CE - basic no frills.
Starter - free for up to 50 user with most stuff working. No support.
Pro/EE - 50+ with support and additional functionality

Your screenshot doesn’t tell us your version. See these for Starter/EE

Is your instance actually registered correctly?

@salvuccicarlos

then this might be a bug in the system.

From experience almost certainly not. 99% of issues are due to ignoring manuals & configuration

Genuine issues/bugs are surprisingly rare.

[salvuccicarlos]

Thanks for the clarification. Based on my setup (see attached screenshot), I am indeed on Starter, which should support the WhatsApp Business Cloud integration.

However, despite setting everything up correctly and without errors, the integration still doesn’t work.

1. Meta confirms that the webhook is being received successfully (after adding the callback URL and token).

2. Rocket.Chat does not receive anythin -no messages, no logs, nothing appears in the workspace.

3. Since the webhook URL is handled by omni-gateway.rocket.chat, I don’t know where to check the logs to see if requests from Meta are actually reaching Rocket.Chat.

Question:

Where can I verify the communication between Facebook’s webhook and https://omni-gateway.rocket.chat/v1/whatsappCloud/webhook? Is there a way to see incoming requests on Rocket.Chat’s side or check if they’re failing somewhere?

Thanks again for your help!

[reetp]

Ha - see a bug there.

Yours is supported until 31st July and mine is until the 1st August … I’ll refer that…

I will ask someone to have a look at this but do remember that you are on the free tier so it might take a while.

Remember that the initial test tokens are only temporary as well. I would suggest in the meantime you go back and go through the steps again carefully to be sure (I don’t have a FB account so can’t help here)

[rekuen]

Server Setup Information:

• Licence Type: Community Edition (CE) Starter , supported until 1 of August 2025

• Number of Users: 9

• Server Hardware: VPS

• Version of Rocket.Chat Server: Versión 7.3.1

• Operating System: Ubuntu 18.04 x86_64 ESM Support

• Deployment Method: Docker

• Number of Running Instances: 1

• DB Replicaset Oplog: Yes

• MongoDB Version: 6.0.13 wiredTiger (oplog enabled)

Client Information:

• Client Type: Browser

• Rocket.Chat Version: Versión 7.3.1

• Browser Used: Chrome 133.0.6943.98 and Firefox 135.0

Problem Description
I’m having a similar issue here, but one step before, with everything configured and following the docs, after entering the WhatsApp phone number information, business id and the rest of the information in the omnichannel-whatsapp-cloud-setup channel, It won’t save the credentials and is returning the following message:

My app is live but at the moment I’m using a test number before implementing the real one, I’m using this also with the API on other projects and is working just fine.

My workspace is registered and I’m on the supported window, so I can’t make sense of the bot error.

I can open a new thread if this is not the place.
Thanks in advance.

[reetp]

@rekuen

Community Edition (CE) Starter , supported until 1 of August 2025

If you read above you’d see the problem.

CE does not qualify as ‘Premium’ and Q&A has slipped as you should not be able to view or install that app. You need Starter at a minimum.

@rekuen

Ubuntu 18.04 x86_64 ESM Support

If you are running Rocket I’d also pay close attention to this. They do NOT support older OSs, even if they are LTS maintained. Largely because they use and rely on a lot of more modern packages that do not always play nicely. You will do an update one day and that will be the end of it.

So yes, your OS may have security releases, but Rocket will not support it. (and yes, I see both sides - I hate latest and greatest and broken things)

[rekuen]

I do have Starter as I’ve specified on my previous post:

I’m pretty aware of my setup, and I will upgrade it when I consider. I wasn’t asking about my OS or recommendations on my setup, but a particular issue regarding this specific connector, and an error message that doesn’t corresponds to my current Starter License.

But again, if this is not the place I will ask somewhere else.

Thanks.

[reetp]

Note. I don’t work here.

I do this in my spare time to put a bit back into community try and help others. Bear that in mind when you shoot the messenger.

@rekuen

Community Edition (CE)

You can’t be both CE & Starter.

If you read above you’d realise that if you have CE it wont work. But your info was inaccurate.

If it isn’t due to CE it is most likely a config or docs error. Every install is different. Until we work through the basics it is hard to tell.

@rekuen

I’m pretty aware of my setup, and I will upgrade it when I consider. I wasn’t asking about my OS or recommendations on my setup,

I’m giving you some friendly advice. You can do with it what you wish.

@rekuen

But again, if this is not the place I will ask somewhere else.

Oh yes, this is the place. Community support on Starter.

Quiet isn’t it?

[rekuen]

I’m sorry if I sounded harsh, my installation is self-hosted and my license plan is Starter.
I didn’t want to debate about my setup because I have almost everything on containers, docker or snap and migrating it to another machine is easy for me, not my first priority right now, and the architecture where I finally will deploy this may be different.

I have checked the logs, there isn’t anything out of the ordinary.

If you need any particular information just let me know and I will provide it.
My current installation is Docker + an Apache reverse proxy. The rest of the config is almost default.

I’m testing rocket.chat again after almost 8 years since the last time I used it to see if I implement this at a company level, but first I want to see if it suits our needs, and this Whatsapp connector and the Omnichannel features are what we are after.

Thanks again.

[rekuen]

EDIT: it needs admin or support role for the cloud token so nothing I can do about it, it need to be done on your end.

I have found this and seems to be my issue and how to solve it, I will try to recreate the request as the postman collection is no longer available, and the repo doesn’t exist.

https://desk.rocket.chat/portal/en/kb/articles/omni-gateway

[reetp]

Yup I was already pretty sure someone at Rocket will need to do something but I try to clarify facts so I don’t waste their time.

It will need deployment & workspace id.

Please provide those and I’ll see if I can get some eyes on next week.

[rekuen]

I have DM those to you.
Thanks.