The reason appears with the notice ℹ️

Some WhatsApp message types do not come through the official API, such as polls, events and view-once media. In those cases NChat shows the notice "This message is not available." in the conversation. For the agent, that was all: the guest sent something, it did not arrive, and nobody knew what. All that was left was to ask "what did you send?" and hope the guest understood. Now the notice includes the reason.

What changes

• The notice now also includes the reason provided by Meta, in plain text.
• The agent knows what happened and can ask the guest to resend it another way.
• The message is not discarded and does not change format: it still appears as a notice in the conversation, only explained.

How it works in practice

The guest sends the payment receipt as a view-once photo. The notice appears in the conversation, now with the reason. The agent reads it, understands what happened and replies: "I got the notice, but that type of photo does not come through here. Could you send it again as a regular photo?". Solved in one message, instead of three.

Good to know

• The reason appears when Meta sends the explanation. Without it, the notice stays as before.
• The text is shown in Portuguese, English or Spanish, according to the account language.
• Applies only to WhatsApp.

Available in NChat V4. V4 is activated by the implementation team: request yours through NDesk.

Best regards, The New Byte Team