360Dialog - Hinweisverlauf

We are aware of an issue that is impacting our Client and Partner Hub. Our engineering team is currently investigating it.

We'll update again as soon as we have more information.

We are recieving an unknown error from Meta while registering the webhook URL for newly created numbers.

We are monitoring the situation closely and waiting on Meta.

Root Cause Analysis – Templates API Partial Service Disruption
Date: 09 March 2026
Duration: ~1 hour
Affected Service: Templates API (Partners API)

Summary

On 09 March 2026, a configuration inconsistency introduced during a routine production release caused a partial disruption of the Templates API. As a result, some template-related API requests were not processed correctly for approximately one hour.
The issue was identified through internal monitoring alerts and resolved shortly after detection.

Timeline (UTC)

07:20 – Production release deployed.
08:20 – Internal monitoring alert triggered indicating abnormal behavior.
08:20 – Investigation started.
08:34 – Root cause identified and configuration corrected. Fix deployed.
08:38 – Service confirmed fully operational.

Root Cause

During a scheduled production release, one configuration component was not updated consistently with the rest of the deployment. This resulted in a mismatch that temporarily affected the Templates API routing.

Resolution

The configuration was updated to align with the production deployment settings. Once the correction was applied, the Templates API immediately resumed normal operation.

Preventive Measures

To reduce the risk of similar issues in the future, we are implementing the following improvements:

• Reviewing configuration management to reduce duplicated configuration elements.

• Adding additional validation checks during deployments.

• Improving deployment procedures to ensure configuration consistency across all components.

We apologize for any inconvenience this incident may have caused and appreciate your understanding.

Summary
Between February 4 and February 11, 2025, Meta identified an issue affecting incoming webhook delivery for a small subset of PDF messages sent via WhatsApp Web. Certain PDFs failed to generate incoming message webhooks for Cloud API partners due to an internal change in PDF thumbnail generation, which produced thumbnails exceeding Cloud API size limits. Outgoing messages and messages sent from Android or iOS clients were not impacted.

Impact
A very low volume of incoming PDF messages sent via WhatsApp Web were not delivered through Cloud API webhooks. Business messaging functionality and 360dialog platform operations remained fully operational.

Resolution
Meta acknowledged the issue, reverted the thumbnail generation change, and deployed a fix on February 11, 2025 at 00:03 UTC, after which normal webhook delivery resumed.

Prevention
Meta implemented additional testing, monitoring, and platform consistency checks to prevent recurrence.

This was a Meta incident and was not related to 360dialog systems or infrastructure.