Messenger/Instagram/WhatsApp: Retrieve and display the Contact name accurately
Xi Han
Business problem:
- As a customer service agent using Respond, I want to automatically see the contact's name when they message via Messenger / Instagram / WhatsApp Business App, so that I can avoid asking for it again and create the Contact and address the Contact accurately
Desired outcome:
- Auto-populate contact name from Meta
- Reduce manual contact data entry
- Improve customer experience and personalization
Use Cases:
- Avoid toggling between Meta Inbox and Respond
- Avoid asking Contact for their name
The current workaround:
- Manually ask for the name or check Meta Inbox and update manually
Important note footer:
This is a limitation from Meta due to policy. We are working with Meta closely to help address this issue. Refer to the official documentation here.
Amalia Putrieka
Hi Xi Han thanks for bringing this up!
The issue with displaying contact names from Facebook Messenger is due to a limitation from Meta. Their User Profile API doesn't support retrieving profile information for Messenger accounts created using a phone number, resulting in a generic contact number being shown.
For more details, you can refer to Meta's documentation by visiting below link:
https://developers.facebook.com/docs/messenger-platform/identity/user-profile/#profile_unavailable
If you have any further input or related needs, please let us know :)
Xi Han
Amalia Putrieka Alright noted , thank you so much🙏