> ## Documentation Index
> Fetch the complete documentation index at: https://knowledge.bitbybit.studio/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot unsupported messages from WhatsApp

> Learn why some customer messages appear as unsupported in bitChat, and how to move the conversation forward with the customer.

When bitChat displays a customer message as **Unsupported message**, it means Meta (WhatsApp) delivered an empty placeholder to bitChat instead of the actual message content. This can happen on both WhatsApp Cloud API and WhatsApp Business App setups.

This article explains why this happens, which message types are affected, and what you can do to continue helping the customer.

***

## Why unsupported messages appear

When an unsupported message arrives, Meta itself did not include the original text or media content. bitChat can only display an unsupported placeholder because no actual message data was sent to us.

According to [Meta's official documentation](https://developers.facebook.com/documentation/business-messaging/whatsapp/webhooks/reference/messages/unsupported/), an unsupported message typically occurs in three situations:

1. **New or Unforwarded WhatsApp Features:** The customer sent a feature that Meta does not yet forward to third-party chat platforms (such as polls, pinned messages, or custom interactive buttons).
2. **Duplicate Integration Routing:** The customer's number is linked to another active integration, causing Meta to route the message content elsewhere.
3. **First-time Click-to-WhatsApp Ad Messages:** The customer messaged your business for the first time right after tapping a Click-to-WhatsApp advertisement.

Because Meta did not include the message data, no configuration change inside bitbybit can recover the missing message content.

***

## Common message types that may arrive as unsupported

Standard messages (text, photos, videos, voice notes, documents, contacts, and locations) are normally supported end-to-end in bitChat. However, Meta may deliver the following types as `unsupported`:

* 📊 **Polls & Voting:** Poll creation and poll responses.
* 📌 **Pinned Messages & Edits:** Message pin/unpin events and message edits.
* 👥 **Group Invitations & Live Location Updates.**
* 🔘 **Interactive Buttons & Catalog Lists:** Custom button responses or catalog lists sent from ads.
* 🎨 **Animated GIFs & Specialty Media:** Unfetchable media variants or specialty stickers.

*Note: Standard images, locations, and documents only appear as unsupported in rare cases when Meta fails to process or deliver the media file.*

***

## What you can do

<Steps>
  <Step title="If using WhatsApp Business App, view the message on your phone or Web">
    If your account is connected via WhatsApp Business App, open the chat on your phone or WhatsApp Web to read the original message content, then continue responding from bitChat.
  </Step>

  <Step title="Ask the customer to resend in a standard format">
    Send a quick reply asking the customer to resend the content as plain text, photo, video, document, or voice note.

    <Tip>
      **Suggested CS Reply Script:**\
      *"Hi \[Customer Name]! We received your message, but the format (such as a poll or sticker) couldn't be displayed on our chat system. Could you please resend it as a standard text message or photo so we can assist you right away?"*
    </Tip>
  </Step>

  <Step title="For Click-to-WhatsApp ad arrivals, ask for a quick text reply">
    If the unsupported message arrived right after a customer tapped an advertisement, ask them to send a short text message. Subsequent messages will deliver normally.
  </Step>

  <Step title="Check for duplicate integrations">
    If a customer's messages continuously arrive as unsupported, verify whether their number is connected to another active integration.
  </Step>
</Steps>

***

## Is this a bitChat issue?

No. The unsupported placeholder is set directly by Meta before the message reaches bitChat. As noted in [Meta's official documentation](https://developers.facebook.com/documentation/business-messaging/whatsapp/webhooks/reference/messages/unsupported/), bitChat receives no hidden message content and displays exactly what Meta provides. Once Meta enables full support for a message type, bitChat will display it automatically.

***

## Still need help?

If you believe a message type shown as unsupported should be supported by bitChat, email [help@bitbybit.studio](mailto:help@bitbybit.studio) with:

* Your Company ID ([where to find it](/settings/how-to-get-company-id))
* Whether your setup is Cloud API or WhatsApp Business App
* A screenshot of the unsupported message in bitChat (including timestamp)
* What the customer sent (text, sticker, poll, etc.) and which device they used (mobile, WhatsApp Web, Desktop)