Outage on WhatsApp inbound and outbound messages

We have not yet received any response from Meta's support team.

We're marking the incident as resolved as the WhatsApp integration is now fully operational, however we will continue to communicate with Meta to understand what caused the incident and whether any messages that may have been lost can be recovered.

We will post an update with a public post-mortem of the incident by the end of next week.

We haven't got a reply from Meta yet, however, we were able to resolve the permission issue we had identified earlier.

That appears to have mitigated the messaging problem: new messages are now coming into Gorgias and we've stopped experiencing errors when sending replies.

We will now contact Meta's support to see if we can recover any messages that may have been lost while we were affected by this.

We're continuing to monitor our support ticket and repeatedly requesting that our case be treated urgently, unfortunately we have not yet had a proper investigation and response from Meta.

We are still experiencing this issue and waiting for an update from Meta's support team.

We have provided Meta's support with all the required information and the results of our investigation, but we haven't yet received any reply to our question about what exactly started causing this problem and what's required for its resolution.

We're now looking for a way to get our ticket escalated and properly investigated by Meta as soon as possible.

The problem persists, we've identified the potential cause (our WhatsApp app appears to be missing messaging permissions) but we're still waiting for Meta's support to confirm and eventually help with its resolution.

The problem persists, we've provided Meta's support with the required information and are now awaiting further instructions.

We continue to not receive notifications and encounter errors when creating new messages.

We haven't heard back from Meta's support yet.

We haven't been able to identify the problem yet, everything appears to be in order on our systems and our app's configuration.

We've reached out to Meta's support and will post an update as soon as there's any news.

We stopped receiving notifications for WhatsApp messages starting at 16:56 UTC, as a result new messages from that time may not have been ingested into Gorgias.

We're also observing failures on new messages sent via the helpdesk with the "There was a problem with the access token or permissions you are using for the API call." error.