We have identified an important behavior when using the Tawk.to integration with phone numbers connected through the WhatsApp Business App (non-official API connection).
Situation
Messages sent from Tawk.to are successfully delivered to the WhatsApp Business number, but they are only received on the mobile device where the WhatsApp Business application is installed.
Current Limitation
These messages do not appear in WhatsApp Desktop or WhatsApp Web when the number is connected using the standard WhatsApp Business App.
What to Expect
Messages will arrive normally on the mobile phone.
Notifications will work on the main device.
Messages will not automatically sync with WhatsApp Desktop/Web.
Thank you for clearly outlining the situation — we really appreciate the detailed explanation.
We’d be happy to double-check this on our end to ensure everything is functioning as expected.
Could you please share:
The Property ID
The WhatsApp phone number connected to the integration
Once we have these details, our team can investigate further and confirm the setup for you.
This is expected behavior with the current WhatsApp Business App setup. Messages sent via Tawk.to will only appear on the mobile device where the app is installed. Desktop and Web don’t sync for numbers connected through the non-official API. To get full multi-device sync, the number needs to be linked using WhatsApp’s multi-device feature or an official API connection.
That’s what I thought thanks for clarifying and confirming. I just ran a test, and as you mentioned, if I link WhatsApp using the phone number with the multi-device feature instead of a QR code, I can confirm that the messages are received without using an API number.
Situation
Current Limitation
What to Expect