# Why am I not seeing some responses inside WhatsApp?

Let’s see how the response is sent to WhatsApp first.





When a user clicks on Submit on WhatsApp, the response is sent to
api.whatsapp.com. Now depending on the device, two things can happen.


IF CUSTOMER IS ON MOBILE DEVICE

then WhatsApp mobile app opens up immediately and opens the conversation between
you and the customer. The customer has to click on the send button in WhatsApp
messenger app. That’s when the response reaches your WhatsApp number.


IF CUSTOMER IS ON THEIR DESKTOP DEVICE

then WhatsApp Web opens up in the browser. (They may have to login, if they
haven’t already). Then it’s the same process. The conversation opens up between
you and the customer and customer has to click on send button.



In both cases, there is a chance that the user does not click on the send
button, and you may not see the response inside WhatsApp. This drop off is the
reason why you are seeing responses inside dashboard but not seeing the response
inside WhatsApp.



This drop off is uncommon and happens only when customer doesn’t want to have
conversation via WhatsApp.


SOLUTION

There is no proper solution, since it is the choice of customer to continue the
conversation in WhatsApp or not.



We have a manual forward
[https://whatsform.com/help/article/1100-how-to-forward-responses-to-whatsapp-manually]
option, where you can send the WhatsForm response to your WhatsApp number to
re-engage lost customers.