Applicable to End Users
WhatsApp uses your phone contacts to send and receive messages. Consider a scenario where you are using an enterprise number with a country code prefix that is different from the country code prefix of your mobile number. In this scenario, WhatsApp automatically adds the country code of the enterprise number to the contacts on your device that do have a country code prefix.
Consider the following example:
You are in Singapore, your mobile number is
+65-9-XXXXXXX.The enterprise number, provided by Smarsh, is a UK number
+44-7520-XXXXXX.
Notice that the country code prefix of your mobile number and enterprise number are different. When you onboard your WhatsApp account to WhatsApp Cloud Capture, WhatsApp will automatically add the +44 country code to all your phone contacts.
For example, if you have a phone contact John Doe listed with the number 9-XXXXXXX, after onboarding your WhatsApp account to WhatsApp Cloud Capture, WhatsApp will incorrectly treat John Doe's number as +44-9-XXXXXXX. This results in John Doe's contact not being displayed in WhatsApp.
To overcome this misinterpretation, review your phone contacts and update the mobile numbers in the local format to an international format. In the above example, update John Doe's mobile number from 9-XXXXXXX to +65-9-XXXXXXX.
For additional information, see WhatsApp documentation.