WhatsApp Account Update Webhook

WhatsApp Account Update Webhooks are notifications sent to you to inform about updates and changes to your WhatsApp Business Account (WABA).

Requirements

To receive WhatsApp Account Update webhooks, you need:

An account configured to use Chat Apps product.
A webhook to indicate to us which URL 8x8 platform should send Chat Apps Business Management Updates to.

📘

You can configure your callback using Webhooks Configuration API

Retry logic

In case of connection error/timeout or HTTP response code 4XX or 5XX, there will be multiple retry attempts with progressive intervals: 1, 10, 30, 90 sec.

Webhook format

Request body description

Parameter name	Parameter type	Description
eventId	string	Unique event identifier.
timestamp	string	Timestamp of event in ISO 8601 format.
provider	string	Provider of this event. Equal to `WhatsApp`.
businessAccountId	string	Business account identifier associated with provider. This value will represent the WhatsApp Business Account (WABA) Id.
accountId	string	AccountId which the event is associated with.
eventType	string	Type of event. Equal to `account_update`.
eventDetails	object	Event related information, see below.

eventDetails object description

Parameter name	Parameter type	Description
event	string	Specific account update event type.
phoneNumber	string	Phone number associated with the account. Included for `ACCOUNT_VIOLATION` and `ACCOUNT_RESTRICTION` events.
businessVerificationInfo	object	Only included for `BUSINESS_VERIFICATION_STATUS_UPDATE` event. Business verification status details, see below.
violationInfo	object	Only included for `ACCOUNT_VIOLATION` event. Account violation details, see below.
restrictionInfo	array	Only included for `ACCOUNT_RESTRICTION` event. Array of account restriction details, see below.

businessVerificationInfo object description

Parameter name	Parameter type	Description
businessId	string	The client's business identifier.
verificationStatus	string	Verification status.
rejectionReasons	array	Array of rejection reasons.

violationInfo object description

Parameter name	Parameter type	Description
violationType	string	Type of violation. Possible values: `LOW_BUSINESS_INITIATED_CALLING_QUALITY`, `LOW_USER_INITIATED_CALLING_QUALITY`, `USER_INITIATED_CALLS_LOW_PICKUP_RATE`.
remediation	string	Remediation text describing how to address the violation.

restrictionInfo array item description

Parameter name	Parameter type	Description
restrictionType	string	Type of restriction. Possible values: `RESTRICTED_BUSINESS_INITIATED_CALLING`, `RESTRICTED_USER_INITIATED_CALLING`, `RESTRICTED_USER_INITIATED_CALLING_CALL_BUTTON_HIDDEN`.
expiration	string	Timestamp when the restriction expires in ISO 8601 format.
remediation	string	Remediation text describing how to address the restriction.

Sample Webhooks

Verification Failed

{
    "eventId": "9ac6f2cb-abb7-43e6-b533-b3d7017846fd",
    "timestamp": "2026-01-19T13:50:20.00Z",
    "provider": "WhatsApp",
    "businessAccountId": "950523421983857",
    "accountId": "IntegrationTestCampaign",
    "eventType": "account_update",
    "eventDetails": {
        "event": "BUSINESS_VERIFICATION_STATUS_UPDATE",
        "businessVerificationInfo": {
            "businessId": "2729063412676005",
            "verificationStatus": "FAILED",
            "rejectionReasons": [
                "LEGAL_NAME_NOT_FOUND_IN_DOCUMENTS",
                "BUSINESS_NOT_ELIGIBLE"
            ]
        }
    }
}

Verification Approved

{
    "eventId": "9ac6f2cb-abb7-43e6-b533-b3d7017846fd",
    "timestamp": "2026-01-19T13:50:20.00Z",
    "provider": "WhatsApp",
    "businessAccountId": "950523421983857",
    "accountId": "IntegrationTestCampaign",
    "eventType": "account_update",
    "eventDetails": {
        "event": "BUSINESS_VERIFICATION_STATUS_UPDATE",
        "businessVerificationInfo": {
            "businessId": "2729063412676005",
            "verificationStatus": "APPROVED",
            "rejectionReasons": [
              "NONE"
            ]
        }
    }
}

Account Violation

{
    "eventId": "9ac6f2cb-abb7-43e6-b533-b3d7017846fd",
    "timestamp": "2026-01-19T13:50:20.00Z",
    "provider": "WhatsApp",
    "businessAccountId": "950523421983857",
    "accountId": "IntegrationTestCampaign",
    "eventType": "account_update",
    "eventDetails": {
        "event": "ACCOUNT_VIOLATION",
        "phoneNumber": "16505552771",
        "violationInfo": {
            "violationType": "USER_INITIATED_CALLS_LOW_PICKUP_RATE",
            "remediation": "Please identify and address the cause of user-initiated calls not being picked up and make sure the business is properly resourced to handle expected call volumes."
        }
    }
}

Account Restriction

{
    "eventId": "9ac6f2cb-abb7-43e6-b533-b3d7017846fd",
    "timestamp": "2026-01-19T13:50:20.00Z",
    "provider": "WhatsApp",
    "businessAccountId": "950523421983857",
    "accountId": "IntegrationTestCampaign",
    "eventType": "account_update",
    "eventDetails": {
        "event": "ACCOUNT_RESTRICTION",
        "phoneNumber": "16505552771",
        "restrictionInfo": [
            {
                "restrictionType": "RESTRICTED_USER_INITIATED_CALLING",
                "expiration": "2022-01-10T20:54:17.00Z"
            }
        ]
    }
}

Reference

For more information about WhatsApp Business Account webhooks and Partner-led Business Verification, see:

Requirements​

Retry logic​

Webhook format​

Sample Webhooks​

Verification Failed​

Verification Approved​

Account Violation​

Account Restriction​

Reference​