A customer sent you something and the conversation shows an incoming message with no content. WhatsApp
delivered the event but refused to hand over the message itself, marking it unsupported — the code behind that is
131060.
It happens with message types WhatsApp will not forward to a business API: some interactive and system message types, and media WhatsApp itself could not process.
Why there is a placeholder at all
Lynomia Chat records the empty message on purpose rather than dropping the event.
A dropped event would leave your agent reading a conversation where the customer appears to have gone quiet, and the customer insisting they wrote. The placeholder says, truthfully, that something arrived at that moment and could not be shown. It also keeps the conversation's timing honest: the 24-hour window opens from the customer's message, and that is still what happened.
What to do
Ask. The customer can see what they sent; you cannot. A single line — "something came through that we could not open, could you send it as a photo or describe it?" — resolves almost all of these, and you are inside the 24-hour window because they just wrote to you.
Do not treat it as a fault in your inbox. Other messages in the same conversation arrive normally.
A worked example
A customer forwards a product from a shopping catalogue. The agent sees an empty incoming message and asks what it was. The customer types the product name. The agent answers, and the conversation continues. Nothing was misconfigured and nothing needed fixing.
Who can do this
Any agent working the conversation. There is nothing for an administrator to change.
Limits
- The content cannot be recovered, by you or by support. WhatsApp did not send it.
- There is no notification. The placeholder sits in the conversation like any other incoming message.
- It is not reported as a failure anywhere, because nothing of yours failed.
- Some unsupported types carry no useful hint at all about what was sent.