WhatsApp audio messages arriving without attachments data in Conversation Parts | Community
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WhatsApp audio messages arriving without attachments data in Conversation Parts

  • December 5, 2025
  • 4 replies
  • 107 views
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When fetching conversations via the Conversations API (GET /conversations/{id}), I’ve noticed a difference between WhatsApp images and WhatsApp audio messages.

  • Image messages include full attachments data (URL, content_type, filesize, etc.).

  • Audio messages, however, show attachments: [], even though the Intercom Inbox UI displays an audio clip. The only extra field is external_id with a WhatsApp wamid, but no file URL or metadata.

Example audio part:

{ "part_type": "comment", "body": "<p>Sent an audio clip</p>", "attachments": [], "external_id": "whatsapp:wamid...." }


How can this be resolved?

      4 replies

      Z
      • Zilda
      • New Participant
      • December 10, 2025

      We are facing the same problem you reported. Have you found any solution yet?

      Paul Byrne
      Intercom Team
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      • Paul ByrneIntercom Team
      • Intercom Team
      • December 11, 2025

      hey ​@Zilda Paul here from support engineering to help you out 🤝 

      Have you spoken to us directly and had an issue opened? We had reports of this in Oct, but the most recent issue was resolved. 

      Z
      • Zilda
      • New Participant
      • December 15, 2025

      hey ​@Zilda Paul here from support engineering to help you out 🤝 

      Have you spoken to us directly and had an issue opened? We had reports of this in Oct, but the most recent issue was resolved. 

      Hi Paul, thanks for jumping in 🙂

      While looking for the most appropriate place to report this, I ended up finding this thread which describes exactly the same issue we’re experiencing, so I thought it made sense to comment here.

      To answer your question: we haven’t opened a direct support ticket yet. The issue is still happening for us as of today (December 15), where WhatsApp audio messages arrive without attachment metadata in the Conversations API, only with the external_id (wamid).

      Could you please advise what would be the best place to formally report this issue or whether opening a support ticket is the recommended next step?

      Thanks in advance!

      Eduardo Vera
      • Eduardo Vera
      • New Participant
      • December 23, 2025

      Edit/Update.

      I’m also experiencing this issue. It was reviewed by the eng. team, and they confirmed it is a bug.

      Kudos to Radoslav for taking the time to thoroughly investigate the issue. 🏆
       

      Here is a summary of the ticket:

      Ticket type: Report an issue

      Title: API inconsistency: WhatsApp audio messages missing attachment data

      Description: WhatsApp audio messages in the Conversations API show empty attachments even though they are playable in the UI; an external_id is received, but no file URL or attachment metadata is provided.

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