# GoTo Customer Engagement - Whatsapp campaign issues

- Provider: [GoTo](https://down.guide/gotomeeting)
- Level: confirmed
- Impact: Partial outage
- lasted 9d 21h
- started 2026-08-04 18:11 UTC
- Customer Engagement
- id: DWN-cb4219f0d4
- Official page: https://stspg.io/glcs79bf2q0c

## Updates from GoTo
### 2026-08-04 18:11 UTC: identified
Our team is working on an issue regarding WhatsApp campaigns. 
Until this is resolved, we have temporarily disabled the following features and added an in-app notification for the affected customers. 
- Customers cannot send campaigns or initiate outbound conversations
- Customers cannot onboard new WhatsApp numbers 
SMS campaigns are unaffected by this and remain functional. 
We are working with Meta to resolve this situation and will post an update as soon as possible.

### 2026-08-07 19:44 UTC: identified
We are still fully engaged in the incident's resolution and are escalating the matter with Meta on all means available. 
We will post another update as soon as the situation progresses.

### 2026-08-13 17:48 UTC: identified
Our engineers have made progress on the escalation with Meta and we are working to re-enable the Whatsapp 1-to-1 template features for all affected customers.
WhatsApp campaigns are being addressed separately and remain unavailable for now. We will update this page as soon as we have a restoration estimate for this feature.

### 2026-08-14 15:11 UTC: monitoring
Following the re-enablement of 1-to-1 templates yesterday, our engineers have re-enabled WhatAapp campaigns for all affected customers. A reload of the GoTo App will be necessary to access this feature again.

### 2026-08-14 16:09 UTC: resolved
We have confirmed that the issue has been resolved and that all systems are 100% operational.
We will conduct an internal review of this issue and make appropriate improvements to our system to help prevent or minimize future recurrence.

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