Summary (RAG)
A number connected to DataCrazy via WhatsApp Cloud API (Standard connection) does not receive messages because Conversation Routing still directs conversations to another app/partner. Correct the routes before removing the old partner. Does not apply to Coexistence connections.
Applicability
This solution applies only to the official Standard connection of the WhatsApp Cloud API. In a Coexistence connection, the Conversation Routing option is not available, so this procedure cannot be performed.
Connection type | Conversation routes | Procedure applies |
|---|---|---|
Default (official) | Available | Yes |
Coexistence | Not available | No |
Problem
With the WhatsApp Cloud API Standard connection, the number may be correctly connected to DataCrazy, but incoming messages do not reach the CRM. This happens when Conversation Routing still directs conversations to another app or partner.
Unexpected behavior: the routing configuration may remain saved even after the number is removed from and added back to the BM. If another partner was configured in the routing settings, it will continue receiving conversations instead of DataCrazy.
Common indication: when you try to remove the old partner, a warning appears saying it is being used in Conversation Routing.
Solution
Path: WhatsApp Account → More → Conversation Routing
Confirm that the connection is of type Standard (in Coexistence, this option is unavailable).
Go to Manage.
Identify the routes assigned to the old app/partner.
Change the owner to DataCrazy in the required routing options.
Save the changes.
Send a new message from another number and confirm that it is received in the CRM.
After validating, remove the old partner if it is no longer linked to the account.
Important rule
Do not remove the old partner before correcting the routing. It may be linked to the Conversation Routes, which prevents its removal or keeps the incorrect routing in place.
Expected result
Once DataCrazy takes over the routes, new incoming messages will arrive in the CRM as usual.