RocketChat / RocketChat/Rocket.Chat

Outbound Twilio SMS from Livechat sent through wrong WhatsApp Enabled Sender

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Description

I set up and successfully tested WhatsApp messaging through Twilio using the "Sandbox" for testing purposes. However after getting a WhatsApp Number approved by Facebook, I ran into problems using the live number. For some reason, the incoming message is correctly forwarded by Twilio to whatsapp:+1xxxxxxx452 (The number I purchased and is "✅ Approved by WhatsApp"), but when I respond to the message in RocketChat Livechat, the outgoing message is sent from whatsapp:+1xxxxxxx886 (The number generated by the system for the sandbox). This generates an error (Error: 63015) Channel Sandbox can only send messages to phone numbers that have joined the Sandbox. Any idea why?

To be clear… I don’t want to use the sandbox. I no longer need it. I want to use the “live” number. But I can’t figure out how to disable the sandbox, or direct the system to send all messages from mu purchased number. Any ideas?

I'm including message logs (with actual complete phone numbers partially blocked out).

Any help is appreciated. Thanks!

sms-log-2021-04-02.xlsx

Contributor guide

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First steps

  1. Read the whole issue, then the project's contributing guide.
  2. Comment on the issue to say you are picking it up — it saves two people doing the same work.
  3. Fork the repository and make your change on a branch.
  4. Open a pull request that references the issue number.

Research direction

Start with Rocket.Chat Livechat's Twilio WhatsApp configuration and review the attached SMS log for the inbound and outbound sender numbers. Trace why replies use the Sandbox sender instead of the approved live number, then verify that responses are sent from the live number without the 63015 Sandbox restriction.

Written by the indexing model from the issue text.

Assessment

Domain
api, backend
Issue type
Bug
Difficulty
4/5
Estimated time
3-5 days
Activity status
Stale
Clarity
Mostly clear
Newbie friendliness
30/100

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