Coexistence Connection is a BETA product from META (formerly, only Facebook)
Responsibility: Unfortunately this is out of our control, it’s up to META alone to solve this issue. Since it’s META that doesn’t send us the data that arrives in the WhatsApp app, so it can show up the same way in the CRM.
Situation:
The first message sent by the lead (coming from an ad to WhatsApp) arrives normally on the phone, but does not arrive in the CRM when the connection is in coexistence mode. It’s an intermittent problem, some come through, others don’t. Consequently we don’t have the ad data to be saved.
Consequence:
The CRM doesn’t receive the webhook
Datacrazy doesn’t receive the Meta event
The automatic flow doesn’t start
The lead sends a message, but no automation is triggered
Important:
We can partially work around this by making the flow start in a different way. But: There’s no way to recover the information for tracking the ads. This first message never reached Datacrazy. There’s nothing we can do about that!
Meta should send a webhook with the same message that was sent to your phone.
However, in some cases, this webhook simply isn’t triggered.
Result:
The message exists in WhatsApp
But there’s no event for the CRM to start the flow
We’re going to create an alternative mechanism to automatically start the flow.
Set up greeting and away message on your phoneIn the WhatsApp Business app (phone): (see image #1 and #2 below.
Go to the conversation list
Click on Business tools (bottom right corner)
Go to Greeting message
Set up the text according to your niche
Also turn on Away message
Set it to send even after 00:00 (late night)
This makes sure every lead gets an automatic reply.
Image #1
Image #2
Adjust the flow in the CRMNow we need to use this automatic message as a trigger. See image #3 and #4 below.
In the received message flow:
Go to the first block (start of the flow – left side)
Click on Add trigger
Select:
TYPE MESSAGES → SENT
Image #3 - Normal trigger, message received (It’s likely already like this)
Image #4 - Sent Message Trigger
Copy exactly the text sent by the phoneCopy exactly the text that WhatsApp Business sends as:
Greeting message
Or away message
Paste this text into the trigger set up in the CRM.
The text needs to be identical. Any difference will prevent the trigger from firing.
Tip: When you’re setting up the text, before saving it, copy it. Then paste it in some contact and send it to the CRM to copy, or type it exactly the same.
Even if Meta doesn’t send the webhook of the lead’s first message:
The phone replies automatically
The CRM identifies the message sent
The trigger is activated
The flow starts normally
The issue is a Meta failure in sending the first webhook in coexistence mode.
While there’s no official fix, the practical solution is:
Use an automatic message on the phone
Create a trigger based on the message sent
This way we ensure the automatic start of the flow even without the first Meta event.
Create a video showing that on the phone your lead comes in normally.
Create another video, or in the same one, showing that this same lead doesn’t appear in the CRM.
Show that it will only appear if your phone sends a message to the lead, and only after that we’ll receive the webhook.
Open a ticket here at datacrazy, send in text a brief explanation about the Coexistence Bug, ask to transfer it to Tiger Allan, because we’ll open a ticket at META through the Datacrazy CRM.
We’ll send the videos as proof, as well as information about the number connected with the problem in question.
META already has this connection information, we just need to say exactly which one is showing this behavior so they can analyze it.
