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WhatsApp FAQs for Stack

Table of Contents​

Failed to Send a Message Due to Experiment​

Starting June 14, 2023, about 1% of WhatsApp users are part of an experiment where they won't receive marketing template messages unless:

  • A customer service window exists between the customer and the business.
  • An open marketing conversation exists.
  • An open free-entry point conversation exists.

If you send a marketing template message to someone in this group, it won't be sent, and you won't be charged.

Impact of Unsubscribing from WhatsApp​

Unsubscribing from WhatsApp does not affect your phone numbers or templates. When you resubscribe, everything will be restored as before.

Switching Between Purchase Options​

Switching between "Location Purchase" and "Agency Direct Deploy" does not impact your WhatsApp phone numbers or templates. Upon resubscribing, all settings will be as they were.

Messaging During Inactive Subscription​

While your WhatsApp subscription is inactive, you cannot send or receive messages. However, your data, including phone numbers and templates, remains safe and will be restored when you resubscribe.

Issues After Resubscribing​

If you encounter issues with your phone numbers or templates not appearing after resubscribing, please contact our support team for help.

Preservation of Workflows and Automations​

All workflows and automations linked to your WhatsApp templates remain intact during the unsubscribed period. Once you resubscribe, they will continue to function as before.

Using an Existing WhatsApp Number​

To use your existing WhatsApp number, you need to delete the current WhatsApp account associated with it. Here's how:

  1. Open WhatsApp.
  2. Go to Settings > Account > Delete my account.

For detailed guidance, refer to our guide on migrating an existing WhatsApp number to a business account.

WhatsApp Business Platform and App Usage​

Yes, you can use your number on both the WhatsApp Business Platform and the WhatsApp Business App simultaneously with the WhatsApp Coexistence feature. This allows you to leverage advanced CRM tools powered by the WhatsApp Cloud API.

Data Loss After Migration​

Migrating your WhatsApp number to the WhatsApp Business Platform will result in data loss as Meta does not support data transfers between platforms. It's crucial to back up your data before migrating.

Backing Up Data Before Migration​

To back up your data:

  1. Open WhatsApp.
  2. Go to Settings > Chats > Chat backup.
  3. Follow the prompts to back up your data to your preferred location (e.g., Google Drive or iCloud).

Meta's Update for WhatsApp Business Platform​

Meta has introduced Frequency Capping to limit marketing messages sent to WhatsApp users with Indian phone numbers. This aims to reduce spam and enhance user experience by controlling the number of messages a person can receive from businesses.

Impact on Deliverability​

Frequency capping operates on a first-come, first-served basis. Marketing messages are delivered until the cap is reached. Messages beyond this limit won't be delivered.

Messages Exempt from Frequency Capping​

Frequency capping does not apply to:

  • Session Messages: Support messages within existing customer service interactions.
  • Click to WhatsApp Ads: Conversations initiated by users clicking on WhatsApp ads.

Frequency Capping Applicability​

Frequency Capping affects only marketing messages sent to users in India (+91 country code). The cap is based on the total number of messages a user receives from any business.

Benefits of Verifying Facebook Business Manager​

Once your Facebook Business Manager account is verified by Meta, you can initiate unlimited business conversations on WhatsApp.

Pending Facebook Business Manager Verification​

While awaiting verification, you can:

  • Initiate up to 250 business conversations in a 24-hour rolling window.
  • Respond to customer-initiated conversations without restrictions.
  • Use two WhatsApp business numbers in an unverified account.

Unsuccessful Business Verification​

If business verification is unsuccessful, you can still use your WhatsApp business number with limitations, such as 250 business conversations in a 24-hour period and unrestricted responses to customer-initiated conversations.

Requesting Facebook Business Manager Verification​

To request verification, provide proof of your legal entity and access to the business. For detailed instructions, refer to our guide on verifying your business in WhatsApp Business Manager.

Best Practices to Improve Deliverability​

  • Opt-In Engagement: Only send messages to customers who have opted-in.
  • Segment Your Contact List: Group your audience for targeted messaging.
  • Personalize Recommendations: Use customer behavior for personalized suggestions.
  • Emphasize Quality Over Quantity: Ensure messages are valuable and relevant.
  • Engage via Two-Way Conversations: Foster meaningful interactions to maintain interest.

WhatsApp Conversation Charges​

While personal messaging is free, businesses using the WhatsApp Business API incur conversation charges. These charges apply when sending notifications to customers, especially if there's been no response within the last 24 hours. Charges vary by country code and are billed based on actual costs without additional surcharges.

Last Onboarding Failed Error​

If you encounter the error "Last onboarding failed! This WABA is already onboarded at this Location ID", it means the WhatsApp Business Account is already connected to another Location ID. To resolve this, disconnect it from the current Location ID before onboarding to a new one.