Let’s see how the response is sent to WhatsApp first.
When a user clicks on Submit on WhatsApp, the response is sent to api.whatsapp.com. Now depending on the device, two things can happen.
If customer is on mobile device
then WhatsApp mobile app opens up immediately and opens the conversation between you and the customer. The customer has to click on the send button in WhatsApp messenger app. That’s when the response reaches your WhatsApp number.
If customer is on their desktop device
then WhatsApp Web opens up in the browser. (They may have to login, if they haven’t already). Then it’s the same process. The conversation opens up between you and the customer and customer has to click on send button.
In both cases, there is a chance that the user does not click on the send button and you may not see the response inside WhatsApp. This dropoff is the reason why you are seeing responses inside dashboard, but not seeing the response inside WhatsApp.
This drop off is uncommon and happens only when customer doesn’t want to have conversation via WhatsApp.
Solution
There is no proper solution, since it is the choice of customer to continue the conversation in WhatsApp or not.
We have a manual forward option, where you can sent the WhatsForm response to your WhatsApp number to re-engage lost customers.
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