How Do I Contact Dualhook Support?
If you are signed into Dualhook, use the in-app support chat in the dashboard. Open the support bubble in the bottom-right corner to ask a question, continue an existing thread, or start a new conversation for a specific issue.
This is the preferred support path for:
- onboarding help
- coexistence and webhook issues
- dashboard questions
- billing questions tied to your workspace
- bug reports
For the full support workflow, see Support, Contact, and Bug Reports.
How Do I Report a Bug or Unexpected Behavior?
Use the dashboard support chat and include:
- what you expected
- what happened instead
- exact steps to reproduce
- the affected connection or organization
- screenshots, PDFs, or copied error text when available
That gives Dualhook enough context to reproduce and triage the problem quickly.
When Should I Use Email Instead of the Dashboard Chat?
Use contact@dualhook.com if you cannot access the dashboard, or if the request is about privacy, GDPR, data deletion, or another legal/compliance topic.
What Is the WhatsApp Business Platform?
It is Meta's API platform for programmatic WhatsApp messaging. In Dualhook setups, your backend calls Meta Graph API directly and receives message webhooks directly via Webhook Override.
For architecture details, see About Dualhook, Messaging Overview, and Messaging Webhook.
How Do I Switch to a Different Phone Number?
Use a controlled cutover:
- Add and verify the new number in the same WABA (or the target WABA).
- Register and configure the new sender in your backend.
- Subscribe and set webhook override for the new number/WABA path.
- Run test traffic, then move production traffic.
- Remove or disable the old number only after the cutover is stable.
What Does My Business Need to Be Approved?
Baseline requirements usually include:
- A valid Meta Business Portfolio and WABA setup
- Display name review and approval
- Policy-compliant messaging behavior
- Correct permissions and task scopes for the app or system user
Business verification is often needed for higher trust, scale, and advanced capabilities.
Which Countries Are Blocked?
Availability can be restricted by Meta due to legal, sanctions, and policy constraints. Because this list can change, do not hardcode a static country list in operations.
Recommended approach:
- Validate supportability during onboarding per destination market.
- Re-check Meta policy and availability guidance before launching in new geographies.
Can I Access User Profile Pictures via API?
No reliable customer profile-picture API should be assumed for production workflows. Webhook payloads provide identity fields such as wa_id and profile name. Starting March 31, 2026, wa_id may be omitted for users who adopt WhatsApp usernames — the new user_id (BSUID) field becomes the stable identifier. See the BSUID transition guide for details.
Can One API Number Message Another API Number?
Do not rely on API-number-to-API-number messaging as a core production pattern. For testing and QA, use standard consumer WhatsApp recipients whenever possible.