Summary: When the WhatsApp number is connected to the official app (with coexistence), messages sent or received on unsupported devices (such as the WhatsApp Windows App) are not reflected in Cloud Chat, although they remain visible on the main phone.
What Meta Says
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Messages on unsupported devices do not trigger webhooks:
“WhatsApp users who use an unsupported companion client to message an onboarded business can do so, but the message will not trigger
smb_message_echoeswebhooks, so the business won't be able to mirror the message in their own app.”
🔹 What happens with numbers using the WhatsApp app (with coexistence)?
When the WhatsApp number is connected to the official app, messages sent or received on unsupported apps are not reflected in Cloud Chat, although they remain visible on the main phone.
🔹 Which apps are not supported?
According to Meta documentation, examples of unsupported clients include:
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WhatsApp Desktop (Windows)
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WhatsApp on WearOS
Messages exchanged through these channels do not generate webhooks (smb_message_echoes), and are therefore not mirrored in Cloud Chat.
🔹 Does WhatsApp Web work?
✅ Yes. WhatsApp Web (browser) is supported and messages continue to be reflected normally via API.