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Understanding Your WhatsApp Business Phone Number's Quality Rating

Your phone number's quality rating on WhatsApp Business is determined by recent customer feedback over the past seven days. This feedback includes reasons why customers might block your number or report issues.

Where to Find Your Quality Rating​

You can view your quality rating under the Phone numbers tab in your Meta WhatsApp Manager. The Quality rating column shows the following states:

  • Green: High quality
  • Yellow: Medium quality
  • Red: Low quality

Maintaining a High quality rating can make your business eligible for additional features.

Understanding Block Reasons​

When a user blocks your business, they can select a reason, such as:

  • No longer needed
  • Didn't sign up
  • Spam
  • Offensive messages
  • No reason

If your quality rating is medium or low, hover over the rating in WhatsApp Manager to see insights into block reasons, if available. This information can help you understand why users might block your number and how to avoid sending low-quality templates.

Staying Informed About Quality Changes​

You can subscribe to receive notifications about quality-related updates. You'll get an email and a notification in Meta Business Manager when:

  • A phone number's status changes to Flagged or when this status is removed.
  • There is a change to a phone number's messaging limits.

To view the quality rating over the past 30 days, click the icon in the Settings column. This will show you the lowest quality score for each day, helping you understand what might have influenced changes in your quality rating.

Status Changes and Messaging Limits​

Status Definitions​

  • Connected: You can send outgoing messages within your messaging limit.
  • Flagged: This occurs when the quality rating drops to Low and is at risk of being downgraded to a lower message tier. If the quality improves to high or medium within seven days, the status returns to Connected without affecting your messaging limit. If not, the limit decreases to the next level.
  • Restricted: This status occurs when you reach your messaging limit, regardless of quality. While restricted, you cannot send outgoing messages for 24 hours but can respond to customer-initiated messages.

You'll receive notifications if your quality rating reaches low quality or if your phone number status changes to Flagged or Restricted.

Messaging Limits​

Messaging limits define the maximum number of business-initiated conversations each phone number can start within a rolling 24-hour period. A business-initiated conversation begins when the first message is delivered and ends 24 hours later. Messaging limits do not apply to user-initiated conversations.

There are four levels of messaging limits for verified businesses:

  1. 1,000 business-initiated conversations per 24 hours
  2. 10,000 business-initiated conversations per 24 hours
  3. 100,000 business-initiated conversations per 24 hours
  4. Unlimited business-initiated conversations per 24 hours

Newly verified businesses start with 1,000 business-initiated conversations per phone number. For more information on best practices to unlock additional features and reach more customers, explore further resources.