WhatsApp Business Accounts
How can I create a WhatsApp business account?
To create a WhatsApp business account, you first need to complete WhatsApp Business Registration. You can follow the steps explained in Create your WhatsApp Business Account for further details.
If I already have a Meta business account, do I still need to create a WhatsApp business account?
If you already have a Meta business account and want to continue with your current phone number, you should follow the migration flow. If you want to have a different phone number and keep the same account, you should add the new phone number in the integration.
How can I access my WhatsApp business account?
After you complete the embedded sign-up, you can see the details on your WhatsApp business account on WhatsApp Account Hub.
Is it possible to connect multiple WhatsApp business accounts to Insider?
If you have multiple WhatsApp business accounts, you can use them on separate panels.
What is the meaning of the Official Business Account (blue badge) staying next to the business name on the WhatsApp profile?
The blue badge beside the contact's name confirms this is an authentic and notable business account. You can read the Official WhatsApp Business Account for further details.
How can I get a blue tick on WhatsApp?
The criteria for WhatsApp Official Business Accounts (OBA) is based on a number of factors and is different from policies on other platforms. In addition to following WhatsApp's Commerce and Business Policies, businesses should be:
- Notable: Represents a well-known business, often searched brand or entity.
- Verified: Has gone through Business Verification and
- 2FA: Has set up two-step verification.
To apply for a blue tick for your WhatsApp Business Account, you can follow the steps in the Official WhatsApp Business Account.
How can I have the name of my brand shown when a user receives a WhatsApp message?
The account should be officially verified by WhatsApp. WhatsApp will display the account name and a blue tick next to it if approved.
Can I use my existing Facebook manager ID for two WhatsApp for business accounts?
Yes, you can. In this case, the same FB Manager ID should be used for:
- the existing Customer Service WhatsApp business number
- WhatsApp Business Insider
Do I need to use Insider WhatsApp products with a provider?
Insider is connected to WhatsApp directly. Therefore, you don't need a provider anymore. You can send messages directly through WhatsApp.
WhatsApp Business Account Phone Number
Is a phone number required for my WhatsApp Business account?
Yes, you must provide a phone number that you can access. During the sign-up process, you'll need to verify it through two-factor authentication. Please note that this phone number cannot be linked to any other WhatsApp account.
What kinds of phone numbers are compatible with WhatsApp?
You can refer to Meta's guidelines on supported phone numbers for further details.
Can I use a single phone number with multiple WhatsApp business accounts?
No, a phone number cannot be used with multiple WhatsApp business accounts.
Is a specific phone number required to message users in different countries through WhatsApp?
No, WhatsApp enables messaging to users in any country using any supported phone number. You can refer to Meta's phone number requirements for further information.
I have a WhatsApp account to send service messages. Can I use the same number to send WhatsApp messages? Do I have to register a different number to use WhatsApp?
If you want to migrate all WhatsApp communication (not the account) on the currently registered phone number to Insider, you can migrate with the help of the Insider One team. You need to disable 2FA and be able to receive text messages/phone calls for the verification process.
Can I use my call center number to register and send my campaigns via WhatsApp?
You can use it if the number is not registered to any WhatsApp account.
What affects the quality ratings of WhatsApp phone numbers? What happens if my quality rating drops to "low"?
The quality rating is affected by the feedback from your customers, such as the recent blocks, your phone number, and other reporting issues. If your quality rating reaches a low state or if there's a change in your phone number status, you'll receive an email and a notification in Business Manager as a warning from Meta. Your status will then change to Flagged or Restricted. When your status is Flagged, it prevents messaging limit upgrades. If the rating improves to medium or high within seven days, your status returns to Connected. If not, you’ll be downgraded to a lower messaging limit tier. Restricted status occurs when you hit your messaging limit. During this phase, you can't send notification messages until the 24-hour reset, but you can still reply to customer-initiated messages. You can refer to the WhatsApp Account Hub for further details on quality rating.
Message Elements
Do I have an “Auto-Reply” option on WhatsApp messages?
Yes, you do. Auto Reply option lets you send “automated” and “predefined” replies if a message comes from the end-user, such as asking a question, saying a thank you, etc.
What are Call to Action (CTA) Buttons in WhatsApp, and how can I maximize their usage?
Call to Action (CTA) Buttons are used to increase the CTR of the campaigns and allow receivers to call or visit the specified website. You can add a maximum of 2 CTA buttons. One is to the Visit website, and the other is to Call a phone number.
- Call a phone number: This is used to redirect receivers to their phone application to call the number you entered while creating the message template. Phone numbers can’t be changed after the template is created.
- Visit website: This is used to redirect receivers to the entered website during template creation. Using a dynamic URL and a custom URL for the Visit website CTA is possible.
What is an unexpected message?
You can set a default auto-reply message to reply to unexpected messages sent by your users. Refer to Unexpected Messages for further information.
WhatsApp Templates
What is a WhatsApp Template?
Meta requires all business-initiated messages to use an approved template. This template contains the message content and can include optional rich media like images, calls-to-action, and quick reply buttons. Once Meta approves these templates, you can use them to create WhatsApp messages. To create yours, you can follow the Create a WhatsApp Business Standard Template on InOne steps.
Does Insider provide default WhatsApp message templates that do not require Meta's approval?
No. Per WhatsApp Business API usage policies, brands can initiate conversations with end-users only through pre-approved Message Templates. To launch a WhatsApp campaign, you must have at least one approved message template ready.
As Insider is an official Business Service Provider (BSP) partner with Meta, you can create your message templates to send to WhatsApp for approval on Insider's InOne panel with ease.
How long does Meta take to review a WhatsApp template submission?
The approval process can take up to 24 hours, but templates are often processed within a few hours or even minutes.
What types of rich media can be included in WhatsApp templates?
WhatsApp templates support adding images and videos. You can add these elements when creating templates directly in WhatsApp.
To create a Carousel template, refer to Create a WhatsApp Business Carousel Template on InOne.
What is the maximum video size I can upload to a WhatsApp template?
If your template includes a video, it must be in MP4 format and no larger than 16 MB.
Can I include emojis in my WhatsApp templates?
Yes, you can use emojis in Message Templates.
Can I include URLs in WhatsApp Templates?
Yes, you can put URLs in Message Templates as variables. You can either type the URL or you can use a dynamic link.
Can I use user attributes in WhatsApp templates?
Yes, you can use user attributes in the Message Template as a variable. You can use both Default and Custom user attributes.
What steps should I take if my WhatsApp template is rejected?
You will receive an email from Insider if your WhatsApp template is rejected. You should review the reason for the rejection and ensure that they comply with WhatsApp's Message Templates Guidelines. After making the adjustments, resubmit your template and check the status in the Message Templates section of WhatsApp Manager in Meta Business Manager.
How can I prevent my WhatsApp message templates from being rejected?
To minimize the risk of rejection when submitting message templates to WhatsApp (Meta), make sure to follow these key formatting rules during creation:
- Don’t start your template with a variable.
- Don’t end your template with a variable.
- Avoid placing two variables back-to-back without any text between them.
Can I change the CTA link in the WhatsApp campaigns after the template has been approved?
If you select a dynamic link when applying for the template, you can do so.
What does "Paused Templates" mean in WhatsApp?
When a message template receives the lowest quality rating (Active - Low quality status), it will be automatically paused for a certain period to protect the quality rating of the phone numbers that have used the template. You can read WhatsApp Template Pacing and Pausing for further information.
What can I do if my WhatsApp template is paused?
If your WhatsApp template is paused and you still want to send your campaigns to your users, you can consider the possible solutions.
My WhatsApp template has been removed. What can I do to bring the template back?
Templates can be disabled automatically based on customer feedback and engagement by Meta. Once your template is disabled, you can't use this template until its quality rating has improved or it no longer violates Meta's policies.
Opt-in and Subscription Management
Is it necessary to collect opt-in consent to send marketing messages to end-users on WhatsApp?
To send marketing messages to end-users on WhatsApp, it is necessary to collect opt-in permission from the users. This opt-in must confirm that they want to receive messages from your brand over WhatsApp.
Can I initiate messages to end-users on WhatsApp to request opt-in consent?
Proactively messaging end-users on WhatsApp to request opt-in consent is not allowed. Consent must be obtained before reaching out to users through this channel.
Is it necessary to collect the end-user's phone number when I collect opt-in consent for WhatsApp?
To collect opt-in for WhatsApp, the end-user's phone number and consent must be collected. The opt-in must clearly state that the user is opting in to receive messages from your brand over WhatsApp.
What is the supported phone number format when uploading the CSV file for WhatsApp?
The phone number should be in the “+651234567890” E.164 format, starting with the country code (e.g., +65). WhatsApp opt-in should be TRUE as a value. Refer to WhatsApp: CSV Upload via Saved Segments for further information.
Can I have one opt-in for SMS and WhatsApp if I set this up in my opt-in policy?
No, you cannot. There should be two separate opt-in data of the user as it is legally restricted to collect two opt-ins at the same time. However, you can create a single template to collect two different opt-ins at the same time by having two separate tick boxes for SMS and WhatsApp.
In addition, when you merge these opt-in areas, you might lose leads because one lead might want to give SMS consent but not WhatsApp consent. If you merge those checkboxes, you will lose your SMS lead.
To collect WhatsApp opt-ins, the opt-in collection message should display the aim of the collection (promotional, etc.) and the channel (WhatsApp, SMS).
How can I increase my WhatsApp opt-in rates?
You can use the WhatsApp opt-in templates under Desktop Web and Mobile Web Lead Collection. You can refer to Lead Collection Templates for WhatsApp for further information.
Are opt-ins permanent or temporary for WhatsApp?
Opt-ins are permanent. Users remain subscribers until they unsubscribe or block your brand.
Can a user unsubscribe from their WhatsApp opt-in?
Yes, they can unsubscribe whenever they want. They can do it in 2 different ways:
- Users can directly block your brand, similar to how they block a contact. Later on, you will no longer be able to send a message to the user. (WhatsApp will not deliver it.)
- Insider provides "Soft Unsubscribe." In this way, when the user types the predefined specific word like "STOP," the opt-in status of the user becomes FALSE, and you will not be able to send a message to them anymore. It is called "Soft Unsubscribe" because if you want to send a message, WhatsApp will still deliver your message. The main smart of this method is to keep the block rates low by using Soft Unsubscription.
What is WhatsApp Text-to-Optin, and how can I use it?
Text to opt-in is a way to collect subscribers by asking users to write a predefined keyword/sentence to a specific WhatsApp account. For more additional information, you can read WhatsApp: Text to Opt-in.
How can I update the subscription status for end-users who have opted in via WhatsApp?
If end-users unsubscribe through our available methods, their subscription status will be updated automatically. In other cases, such as when subscribers are uploaded via a CSV file, you should mark those users as "opt-in false. You can use the Lead Collection Templates for WhatsApp to collect new subscribers.
Is double opt-in necessary for WhatsApp?
The double opt-in feature is not available on WhatsApp.
What is the WhatsApp opt-in attribute?
The WhatsApp opt-in attribute is "wbo". You can refer to Default Attributes for further details.
Is it enough to have the phone number, gdpr_optin: true, and sms_optin: true in the Insider Object to get WhatsApp messages?
No, the user should have whatsapp_optin: true and the phone number in the Insider Object.
Do I have to place a checkbox in my WhatsApp messages?
Yes, you have to place a checkbox to get the users' consent to receive messages from you.
Will users see the checkbox whenever they become eligible for the campaign for WhatsApp?
No, once you get the user’s consent, Insider makes them a subscriber. Moreover, the existing subscribers will not see the checkbox and will receive the message directly.
For example, Jane finalized a purchase while the checkbox for receiving a “purchase confirmation” message via WhatsApp is visible. Insider will send her a purchase confirmation message then. When she makes another purchase at another time, she will not see the checkbox again and receive the 2nd purchase confirmation message.
Can users mislead the brands by submitting non-valid phone numbers for WhatsApp?
Insider has validation during the lead collection; users can only enter a "country-specific and predefined' number of digits. So, Insider can prevent such situations easily.
Messaging Limits
What are the messaging limits for WhatsApp?
WhatsApp imposes limits on the number of unique users you can message each day to prevent misuse. This limit applies to the messages you send but does not include replies to user-initiated messages within a 24-hour window. For more details, refer to the Messaging Limits for WhatsApp guide.
Where can I view my current messaging limit for WhatsApp?
You can see your current limit on the banner located on the WhatsApp listing page in the InOne panel.
How can I increase my messaging limit for WhatsApp?
Whenever you initiate a new conversation with a unique customer, Meta evaluates whether your messaging limit can increase. This assessment is based on the following criteria:
- Your phone number status must be Connected.
- Your phone number quality rating should be Medium or High.
- Over the past 7 days, you have started X or more conversations with unique customers, where X is your current messaging limit divided by 2.
If you meet all these conditions, Meta will increase your messaging limit by one level in 24 hours.
How much time does it take to increase my messaging limits on WhatsApp?
If you meet all the previous conditions, you can increase your messaging limit from 1K to unlimited in 4 days.
What happens after I reach my messaging limit on WhatsApp?
Your messages will get dropped. In the WhatsApp Campaign Analytics, the Tier Limitation error code under Unsuccessful Messages will indicate the percentage and number of messages that were dropped due to exceeding your messaging limit. For a possible solution, you can segment these users and send the message for the next day.
Is there a limit on how many WhatsApp test messages I can send to the same phone number?
Yes, the default limit is 2 messages. To receive a third message, you must reply to at least one of the previous messages. This rule applies to both test and regular messages. If these conditions are not met, you may receive a Meta Recipient Limit error. For further information, refer to Undelivered Messages.
Is there a limitation for “Auto-Reply” messages on WhatsApp?
Yes, there is. You can only send a single message as a response to the first message that comes after each message template that you send.
Does my messaging limit decrease on WhatsApp?
Yes, you can see this information on WhatsApp Account Hub and WhatsApp Listing Page.
What are messaging tiers in WhatsApp campaigns, and how do they affect the number of messages I can send?
In WhatsApp campaigns, tiers refer to messaging limits for businesses. Messaging limits determine how many unique users you can message each day. They don’t limit the total number of messages, only the number of recipients. These limits also don’t apply to messages sent responding to a user-initiated conversation within 24 hours.
What is the MPS limit for WhatsApp?
Messaging per Second (MPS) is the maximum number of messages a WhatsApp Business Account can send to unique users within a specific time frame. It helps prevent spam and varies based on the account's messaging history and performance. It measures the platform's capacity to handle high volumes of messages efficiently, ensuring timely delivery without delays. You can read Messaging per Second (MPS) for WhatsApp for further information.
Campaign Management
Does Insider offer a console for sending WhatsApp notifications and messages to registered users?
Yes. Insider provides the InOne panel to send WhatsApp notifications and messages to your registered users. You can also send WhatsApp notifications and messages using the WhatsApp APIs.
Does Insider offer a console to respond to messages received via WhatsApp?
Yes, you can use the InOne panel to create WhatsApp message templates with quick reply buttons. Additionally, you can connect a third-party chatbot to use external platform responses to end-users. You can also set a default auto-reply message to reply to unexpected messages sent by your users.
I set up a Cart Reminder message to be sent 30 minutes after the Cart Abandonment. An end-user abandons a cart and finally buys the product 15 minutes later. What happens then? Will they still receive the WhatsApp message?
Since the user completes the purchase, they will not receive any message. Also, they will not receive a message if they empty their cart again.
When the user replies to the first message on WhatsApp, can I re-engage this user one week later with another message, even though they didn't come back to my website?
Yes, you can. You need to initiate the conversation with the first message, where you ask a question as usual.
What does a WhatsApp conversation refer to?
WhatsApp conversation is a 24-hour message thread between you and your customers. A conversation begins and is charged once your message is successfully delivered.
Conversations fall into the following categories:
- Marketing: Aimed at achieving various goals, from generating awareness to driving sales, such as new product announcements, targeted promotions, and cart abandonment reminders.
- Utility: Meant for following up on user actions or requests such as opt-in confirmations, order/delivery management (e.g., delivery updates), account updates, alerts (e.g., payment reminders), and feedback surveys.
- Authentication: Used to authenticate users with one-time passcodes, potentially at multiple steps in the login process (e.g., account verification, account recovery, integrity challenges).
- Service: Reserved for resolving customer inquiries. Service conversations can only be opened with free-form messages.
If a user re-engages with a conversational message after 24 hours and an automated message is triggered, does it count as an additional message?
The conversation window has 24 hours, so the user opens a new conversation window. However, since the user sends the first message, it is counted as a user-initiated message. If you want to check the pricing details for conversational messages, you can read Meta's Conversation-Based Pricing guideline.
When a user receives a WhatsApp message for the first time, they will see the options to Report, Block, or Continue. Do these options differ across devices, and do they differ for official WhatsApp Business Accounts?
- If a user does not click any of the three options, will they continue to receive messages from my brand but simply be unable to engage with it?
- If a user clicks “Block,” does this have any negative impact on the official WhatsApp account, such as downgrading my limit per day, etc.?
- If I set up an automated conversational welcome message, will a user first need to click on the Report, Block, or Continue options before they can proceed to reply with the keyword?
The options do not change according to the device type; end-users still see those options even in officially verified accounts.
- Yes, end-users continue to receive messages and see those three options until they click a button.
- Yes, it affects the account's rating.
- When the user clicks the continue button, it indicates that the user wants to communicate with the brand's account. Therefore, it acts as the "Continue" option.
Can I use PDF files in my WhatsApp campaigns?
Yes, you can. In the Design step, you can add PDF files to your WhatsApp templates and promotional campaigns. You can also add PDF files when you use transactional or conversational API to send messages to your users via WhatsApp. You can read Send Transactional WhatsApp Media Message (Document) and Send Conversational WhatsApp Media Message (Document) for further details.
Can I use Branded short URLs in WhatsApp messages?
Yes, you can use Branded Short URLs in your WhatsApp messages.
Can I create a poll in my WhatsApp campaigns?
No, you can't. This feature is not available in WhatsApp Business API.
How can we track conversion and revenue through a shortened link?
To track conversion and revenue through a shortened link in WhatsApp campaigns, ensure your message templates use trackable URLs with UTM parameters. These parameters help capture campaign source, medium, and other details in analytics tools like Google Analytics. When shortened links are used, tracking values are embedded in the long URL and hidden from users. After a user clicks, conversion and revenue are tracked on-site using specific parameters (like waId, jId, isIns, insLC, or msKey) handled by tracking scripts such as ins.js. To ensure accurate tracking, always enable tracking parameters in the Design step and use new message templates with proper link formatting. Refer to Track Links in WhatsApp Campaigns for further details.
When I use the external platform response in WhatsApp campaigns, can I track the external platform links?
No, you can't track the external platform response links on InOne; you should check the relevant external platform to track these links.
Can I use two different WhatsApp Trigger campaigns with the same lead collection and the same custom rule?
Yes, you can. You can trigger two different WhatsApp Trigger Campaigns with the same lead collection and the same custom rule. However, Insider highly suggests that you consider these points:
- If the messages you send are templates with buttons, and the user clicks on the button of any message after they get all the messages, all button clicks will be written to the last message's analytics.
- It is better to allow a 2-minute difference between each campaign to write delivery logs to the correct campaigns.
Can I create a 'broadcast' list to communicate with a blast message on WhatsApp? For example, can I segment positive replies and send a tailored message only for them?
Yes, you can send bulk/segment promotions all around the world through WhatsApp. This kind of scenario became possible upon the policy change released by Facebook on the 25th of September 2021.
Can I send a promotional message directly via WhatsApp?
Yes, you can. You can use the Single message type to send bulk messages or automated ones to send promotional content based on the user's specific action on your website.
When I send a message on WhatsApp, how is it displayed on the end-user’s mobile phone?
End-users will receive the message from the number that you use for your business accounts. You can see the message preview in the InOne panel before and after sending messages. An informative text will also be displayed by WhatsApp automatically, stating that this message comes from a business account. The brand name will not be displayed directly. When the user clicks the number, they will see an information page related to the business account.
Deliverability
What could cause a message not to be delivered on WhatsApp?
A message might fail to be delivered for several reasons. Under Unsuccessful Messages, you can visualize and analyze the main reasons for the Dropped and the Undelivered messages.
What does it mean if an end-user blocks my business on WhatsApp?
If an end-user blocks your business, any messages you send afterward will not be delivered, and you will not be charged.
Will I be charged if a message isn't delivered via WhatsApp?
No, you will not be charged for undelivered messages.
If an end-user reports a message on WhatsApp, can I still message them?
If an end-user reports a message, you can still message them. However, this may negatively impact your business's quality rating.
Will an end-user's subscription status be updated in Insider if they block or report my business on WhatsApp?
Since Meta doesn't share this information with us, Insider can't update this information.
If you are having delivery issues, you can read Troubleshooting WhatsApp Business Message Delivery Issues for possible solutions.
Analytics
Which metrics are available in WhatsApp analytics?
If you want to evaluate each campaign's performance in more detail, you can track the desired metrics, from the number of targeted audiences and unsuccessful messages to the performance of your campaigns for each campaign on WhatsApp Campaign Analytics. On WhatsApp Subscriber Analytics, you can track the number of subscribers and unsubscribers to see the growth so that you can create more effective campaigns. You can also check your monthly WhatsApp utilization on WhatsApp Usage Analytics.
Is it possible to collect the message response the end-user sends us on WhatsApp?
No, it is not. But if you think there is a need, contact the Insider One team.
Others
What type of integration is required for WhatsApp Business API?
For consent collection and analytics, you need Insider Tag integration. Insider Tag is required for web consent, and Mobile SDK is required for mobile app consent. After collecting the consent, no additional integration is required to engage with the users.
How can I be sure that WhatsApp protects user rights more than I do?
Insider only communicates with opted-in users. In addition, WhatsApp asks the user to opt in again after the first message to continue receiving or blocking messages. (As the first message, a pop-up that asks to Report, Continue, or Block with buttons).
Users can block the messages at any time, and they don’t need to inform the brand or wait for any kind of action from the brand.
Can I use customer service features like chatbots and human-assisted chat on WhatsApp?
Yes. You can use MindBehind, our conversational CX product, to build chatbots and offer customer support directly through WhatsApp. If you already use WhatsApp as a customer support channel, you can connect third-party chatbots through the conversational API if you continue using your existing phone number. If you don't, you need to get a new phone number for your WhatsApp business account.