{"componentChunkName":"component---src-templates-help-center-topic-js","path":"/help-center/whatsapp/","result":{"data":{"allDatoCmsTemplateHelpCenter":{"nodes":[{"id":"DatoCmsTemplateHelpCenter-W44zAIlERC64imq-KPbixQ","slug":"do-you-support-the-hsm-format","question":" Do you support the HSM format? ","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-IhPAxfKbSrmGycti9MZMwg","name":"Message Templates","icon":null},"body":{"blocks":[{"id":"GFQff8mlR26wQ2x8y5YaTQ","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"Clickatell no longer supports the old WhatsApp HSM template format. This has been replaced by the "},{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/what-are-whatsapp-messages-templates/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"WhatsApp message template"}]},{"type":"span","value":" send format."}]},{"type":"paragraph","children":[{"type":"span","value":" Meta deprecated support for HSMs several years ago and Clickatell has been converting this format in a manner that Meta understands since then. As of October 17, 2024, we are officially ending our support of this format and any template sent using the HSM structure will fail to deliver. Please ensure your "},{"url":"https://docs.clickatell.com/channels/one-api/one-api-reference/#tag/One-API/operation/sendMessages","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"message template structures"}]},{"type":"span","value":" are updated accordingly if not done yet. "}]},{"type":"paragraph","children":[{"type":"span","value":"Below is a comparison between the HSM structure and the new template structure."}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"item":"GFQff8mlR26wQ2x8y5YaTQ","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-122459512","slug":"can-i-add-multiple-whatsapp-business-accounts","question":"Can I add multiple WhatsApp Business accounts?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-Vqt44nlGQwa1DKydUK6Okw","name":"Business Accounts & Profiles","icon":null},"body":{"blocks":[{"id":"cRPW_hzWTIqgUVrB0gT-Jg","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"Yes, you can. However, you can only create a single WhatsApp Business account at a time. To add more WhatsApp Business accounts, you need to go through the "},{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/how-do-i-apply-for-a-whatsapp-business-account-for-my-business/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"application process"}]},{"type":"span","value":" again to create another WhatsApp Business account."}]},{"type":"paragraph","children":[{"type":"span","value":"If your business is "},{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/what-does-whatsapp-business-verification-entail/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"verified"}]},{"type":"span","value":", you can also add up to 25 "},{"url":"https://guides.clickatell.com/whatsapp-channel/getting-started/add-and-manage-whatsapp-business-profiles","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Business Profiles"}]},{"type":"span","value":" per WhatsApp account. For every new Business Profile, you have to go through the same application process."}]},{"item":"cRPW_hzWTIqgUVrB0gT-Jg","type":"block"},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"For more information, also see:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/how-do-i-apply-for-a-whatsapp-business-account-for-my-business/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"How do I apply for a WhatsApp business account for my business?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://guides.clickatell.com/whatsapp-channel/getting-started/add-and-manage-whatsapp-business-profiles","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Add & manage WhatsApp Business profiles"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/what-does-whatsapp-business-verification-entail/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What does WhatsApp Business Verification entail?"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62305900","slug":"can-i-register-multiple-qr-codes-for-my-business-phone-number","question":"Can I register multiple QR codes for my business phone number?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-120172280","name":"QR Codes","icon":null},"body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"Yes, you can register up to 2,000 unique QR codes. Contact our "},{"url":"https://www.clickatell.com/contact/contact-sales/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Sales team"}]},{"type":"span","value":" for the process."}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62305876","slug":"marketing-promotions-whatsapp-business/","question":"Can I send marketing or promotional messages using the WhatsApp Business Platform?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-PIdKSTXPSqSPCJQ6KhIeTw","name":"Marketing & Commerce","icon":null},"body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"Yes, Meta supports and encourages marketing and promotional messages. Businesses can promote and market their products and services by sending Marketing message templates to their customers. "}]},{"type":"paragraph","children":[{"type":"span","value":"Marketing templates are flexible and may include promotions or offers, welcoming or closing messages, updates, invitations, recommendations, or requests to respond to or complete a new transaction."}]},{"type":"paragraph","children":[{"type":"span","value":"Meta strongly recommends getting your clients to opt in before sending them marketing messages. This increases the chance that they'll respond favorably to your messages and minimizes reports of spam or blocked messages."}]},{"type":"paragraph","children":[{"type":"span","value":"For more information, please see Meta's documentation here:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://developers.facebook.com/docs/whatsapp/overview/getting-opt-in","meta":[{"id":"rel","value":"noreferrer noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Get Opt-in - WhatsApp Business Platform"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://developers.facebook.com/docs/whatsapp/overview/getting-opt-in","meta":[{"id":"rel","value":"noreferrer noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Marketing templates: information and examples"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62305908","slug":"can-i-setup-a-pre-filled-message-for-my-qr-code","question":"Can I setup a pre-filled message for my QR code?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-120172280","name":"QR Codes","icon":null},"body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"Yes, absolutely! QR codes can be configured with a static welcome message to break the ice and help customers initiate a quick conversation with your business."}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-N8ugMdPCQ8C7tvhyKV_-Xw","slug":"formatting-whatsapp-messages/","question":"Can I use formatting in my WhatsApp messages?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-RwRh3AKqSg2iusD_nikMLg","name":"Sending & Receiving Messages","icon":null},"body":{"blocks":[{"id":"YIgicGVnT6yIimAMQMY35A","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"WhatsApp allows you to format text inside your messages and message templates. Text formatting is only available on Android, iOS, and Web."}]},{"type":"paragraph","children":[{"type":"span","value":"The following formatting options are supported by Clickatell:"}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Italic"}]},{"type":"paragraph","children":[{"type":"span","value":"To "},{"type":"span","marks":["emphasis"],"value":"italicize"},{"type":"span","value":" your message, place an underscore on both sides of the text:"}]},{"type":"paragraph","children":[{"type":"span","value":"_text_"}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Bold"}]},{"type":"paragraph","children":[{"type":"span","value":"To "},{"type":"span","marks":["strong"],"value":"bold"},{"type":"span","value":" your message, place an asterisk on both sides of the text:"}]},{"type":"paragraph","children":[{"type":"span","value":"*text*"}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Strikethrough"}]},{"type":"paragraph","children":[{"type":"span","value":"To "},{"type":"span","marks":["strikethrough"],"value":"strikethrough"},{"type":"span","value":" your message, place a tilde on both sides of the text:"}]},{"type":"paragraph","children":[{"type":"span","value":"~text~"}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Bulleted list"}]},{"type":"paragraph","children":[{"type":"span","value":"To add a bulleted list to your message, place an asterisk or hyphen and a space before each word or sentence:"}]},{"type":"paragraph","children":[{"type":"span","value":"* text"}]},{"type":"paragraph","children":[{"type":"span","value":"* text"}]},{"type":"paragraph","children":[{"type":"span","value":"Or"}]},{"type":"paragraph","children":[{"type":"span","value":"- text"}]},{"type":"paragraph","children":[{"type":"span","value":"- text"}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Numbered list"}]},{"type":"paragraph","children":[{"type":"span","value":"To add a numbered list to your message, place a number, period, and space before each line of text:"}]},{"type":"paragraph","children":[{"type":"span","value":"1. text"}]},{"type":"paragraph","children":[{"type":"span","value":"2. text"}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Monospace"}]},{"type":"paragraph","children":[{"type":"span","value":"To monospace your message, place three backticks on both sides of the text:"}]},{"type":"paragraph","children":[{"type":"span","value":"```text```"}]},{"item":"YIgicGVnT6yIimAMQMY35A","type":"block"}]}}}},{"id":"DatoCmsTemplateHelpCenter-62324940","slug":"can-the-qr-code-be-customized-for-the-brand","question":"Can the QR code be customized for the brand?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-120172280","name":"QR Codes","icon":null},"body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"No, WhatsApp does not offer the capability to customize QR codes at the time of creation. Your business can download the QR code and edit it for brand customization while maintaining its readability. However, it is not recommended to customize the color or look and feel of the code itself."}]},{"type":"paragraph","children":[{"type":"span","value":"Should you wish to do so, please familiarize yourself with the "},{"url":"https://about.meta.com/uk/brand/resources/whatsapp/whatsapp-brand","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"WhatsApp Brand guidelines"}]},{"type":"span","value":"."}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-ElITP26VSEmacVeRjJDkfw","slug":"opt-out-of-receiving-marketing-templates-from-my-business","question":"Can users opt out of receiving marketing templates from my business?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-IhPAxfKbSrmGycti9MZMwg","name":"Message Templates","icon":null},"body":{"blocks":[{"id":"ciB8i1oBTYe_FNMo1Qfcug","model":{"apiKey":"image"}},{"id":"FcV2IXo8QUONrj5xiHgnqg","model":{"apiKey":"image"}},{"id":"DrqIwQfmTIqVNmgotpQt5A","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"Starting "},{"type":"span","marks":["strong"],"value":"November 22, 2024, "},{"type":"span","value":"Meta is gradually rolling out user preferences for marketing messages. "}]},{"type":"paragraph","children":[{"type":"span","value":"As part of this, WhatsApp provides a setting ("},{"type":"span","marks":["strong"],"value":"Offers and announcements"},{"type":"span","value":") that allows end-users to stop or resume delivery of marketing template messages from your business, or to indicate their interest level in these types of messages."}]},{"item":"ciB8i1oBTYe_FNMo1Qfcug","type":"block"},{"item":"FcV2IXo8QUONrj5xiHgnqg","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","value":"When an end-user indicates they want to stop receiving marketing material from your business, they will no longer receive any marketing message templates your business sends them. The API will process the request, but the message will not be delivered. When the end-user wants to start receiving marketing messages again, they must explicitly opt-in again."}]},{"type":"paragraph","children":[{"type":"span","value":"WhatsApp users can also use the "},{"type":"span","marks":["strong"],"value":"Offers and announcements"},{"type":"span","value":" setting to indicate how interested they are in receiving marketing template messages from your business. If an end-user chooses \"Not interested\", it can affect "},{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/what-are-per-user-marketing-template-limits/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"per-user marketing template messaging limits"}]},{"type":"span","value":" between you and the user."}]},{"item":"DrqIwQfmTIqVNmgotpQt5A","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Also see:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/why-did-a-user-not-receive-my-whatsapp-marketing-template-message/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Why did a user not receive my WhatsApp marketing template message?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/marketing-template-not-delivered-no-error/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Why did my marketing template fail to deliver but no error was returned?"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-122459924","slug":"remove-messaging-limits-whatsapp-account/","question":"How can I remove messaging limits from my WhatsApp account?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-Vqt44nlGQwa1DKydUK6Okw","name":"Business Accounts & Profiles","icon":null},"body":{"blocks":[{"id":"EhxcmhflS8C2Akv1VPxp8w","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"Businesses must initiate "},{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/what-does-whatsapp-business-verification-entail/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Business Verification (BV)"}]},{"type":"span","value":" when they are ready to scale business-initiated conversations, add additional phone numbers, or request to become an "},{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/how-do-i-acquire-a-verified-green-tick-for-my-whatsapp-business-account/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Official Business Account"}]},{"type":"span","value":" (OBA)."}]},{"type":"paragraph","children":[{"type":"span","value":"Once approved, businesses can send business-initiated conversations to 1K unique customers and increase based on these "},{"url":"https://developers.facebook.com/docs/whatsapp/api/rate-limits#messaging","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"messaging limits upgrade requirements"}]},{"type":"span","value":"."}]},{"item":"EhxcmhflS8C2Akv1VPxp8w","type":"block"},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"Find out more in Meta's documentation:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://developers.facebook.com/docs/whatsapp/messaging-limits","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Messaging Limits"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://developers.facebook.com/docs/development/release/business-verification","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Business Verification"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62324991","slug":"business-validate-phone-number-enabled-whatsapp","question":"How can my business validate whether a phone number is enabled as a WhatsApp user?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-Vqt44nlGQwa1DKydUK6Okw","name":"Business Accounts & Profiles","icon":null},"body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"Clickatell does not currently offer an API to check whether a phone number is WhatsApp-enabled. We will, however, perform a check on your behalf before attempting to send a message from your business to the end-user. If the number is not enabled, we will fail that message and return an error code to you."}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62252228","slug":"verified-blue-tick-whatsapp-business-account/","question":"How do I acquire a verified blue tick for my WhatsApp Business Account?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-Vqt44nlGQwa1DKydUK6Okw","name":"Business Accounts & Profiles","icon":null},"body":{"blocks":[{"id":"AbpwmvjnTSmqiyFcgBdSXQ","model":{"apiKey":"image"}},{"id":"RqrvEvsLThyBcPDYwHBBtg","model":{"apiKey":"image"}},{"id":"FeGz74CfT-mBgEltgLNA7g","model":{"apiKey":"image"}},{"id":"BzagP0uCTsqYSSXvHTv_Og","model":{"apiKey":"image"}},{"id":"Vt9xrdJ9SwyzNt3hCaG6AA","model":{"apiKey":"image"}},{"id":"Xgb8Uh2cRgStppoypne35A","model":{"apiKey":"image"}},{"id":"A0NsmmlXTBeR_ozed_Sicw","model":{"apiKey":"image"}},{"id":"GHzLoY8gQxaZIW3qyvEQ2Q","model":{"apiKey":"image"}},{"id":"xc6gm9BxRfaDgQHi_3lBNg","model":{"apiKey":"image"}},{"id":"Uxm4FEGaQCC5sh7_oFXKAw","model":{"apiKey":"image"}},{"id":"SYIfP2t4Q7u4XSmr3FIqPQ","model":{"apiKey":"image"}},{"id":"FucAYJO8R4eNLLrbTvic6w","model":{"apiKey":"image"}},{"id":"SvbXJ8BqR8mat6Pt8os75g","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"During the "},{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/how-do-i-apply-for-a-whatsapp-business-account-for-my-business/","meta":[{"id":"rel","value":"noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"onboarding and registration process"}]},{"type":"span","value":", WhatsApp reviews your business application and grants access to the WhatsApp network at its discretion. "}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"heading","level":3,"children":[{"type":"span","value":"Types of Business Accounts"}]},{"type":"paragraph","children":[{"type":"span","value":"WhatsApp recognizes two types of business accounts:"}]},{"type":"heading","level":5,"children":[{"type":"span","value":"1.Business Account"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Any account using the WhatsApp Business Platform or WhatsApp Business App is a business account."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"The display name is only shown in the contacts view in smaller text - all other views show the phone number. "}]}]}]},{"item":"AbpwmvjnTSmqiyFcgBdSXQ","type":"block"},{"item":"RqrvEvsLThyBcPDYwHBBtg","type":"block"},{"item":"FeGz74CfT-mBgEltgLNA7g","type":"block"},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"If the account is "},{"url":"https://developers.facebook.com/docs/whatsapp/overview/business-accounts/#business-verification","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Business Verified"}]},{"type":"span","value":", the business display name will also be visible."}]}]}]},{"item":"BzagP0uCTsqYSSXvHTv_Og","type":"block"},{"item":"Vt9xrdJ9SwyzNt3hCaG6AA","type":"block"},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"No blue checkmark is shown in either case."}]}]}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"heading","level":5,"children":[{"type":"span","value":"2. Official Business Account"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"If WhatsApp has verified that an authentic, notable brand owns the account, it gets the status of an Official Business Account. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Instead of the phone number, your verified business name is visible in the chat list, chat screens, chat groups, and contact view."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"A blue checkmark is shown next to your business name."}]}]}]},{"item":"Xgb8Uh2cRgStppoypne35A","type":"block"},{"item":"A0NsmmlXTBeR_ozed_Sicw","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"heading","level":3,"children":[{"type":"span","value":"Applying for an Official Business Account"}]},{"type":"heading","level":5,"children":[{"type":"span","marks":["strong"],"value":"Prerequisites"}]},{"type":"paragraph","children":[{"type":"span","value":"WhatsApp reviews and approves your application for an official business account based on several factors. A business must:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Adhere to WhatsApp's "},{"url":"https://www.whatsapp.com/legal/commerce-policy/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Commerce "}]},{"type":"span","value":"and "},{"url":"https://www.whatsapp.com/legal/business-policy","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Business "}]},{"type":"span","value":"policies."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Be "},{"url":"https://developers.facebook.com/docs/whatsapp/overview/business-accounts/#notability","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"notable."}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Have gone through "},{"url":"https://www.facebook.com/business/help/2058515294227817?id=180505742745347","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"business verification"}]},{"type":"span","value":". "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Have set up "},{"url":"https://developers.facebook.com/docs/whatsapp/on-premises/reference/settings/two-step-verification","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"2FA"}]},{"type":"span","value":" (2-step verification)."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Have an approved display name."}]}]}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"item":"GHzLoY8gQxaZIW3qyvEQ2Q","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"heading","level":5,"children":[{"type":"span","marks":["strong"],"value":"Steps to apply for an official business account"}]},{"type":"list","style":"numbered","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Access WhatsApp Manager from "},{"url":"https://business.facebook.com/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Meta Business Manager"}]},{"type":"span","value":". "}]}]}]},{"item":"xc6gm9BxRfaDgQHi_3lBNg","type":"block"},{"item":"Uxm4FEGaQCC5sh7_oFXKAw","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","value":"2. Under the "},{"type":"span","marks":["emphasis"],"value":"Overview "},{"type":"span","value":"section, select the phone number for which you want to request the official business account."}]},{"type":"paragraph","children":[{"type":"span","value":"3. Click the "},{"type":"span","marks":["emphasis"],"value":"Submit Request "},{"type":"span","value":"button and complete the required information as requested."}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"You can submit up to five supporting links. The links must be from renowned publications (e.g., Economic Times, Wall Street Journal, Reuters, Wikipedia, Business Insider) to show that the business is notable."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Fields like country(s) of operation, parent business, and primary language help WhatsApp to further understand your brand and eligibility."}]}]}]},{"item":"SYIfP2t4Q7u4XSmr3FIqPQ","type":"block"},{"item":"FucAYJO8R4eNLLrbTvic6w","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","value":"Once WhatsApp has reviewed your request, you will receive a notification informing you whether your account has been granted OBA. If your request is rejected, this decision cannot be appealed and you can submit a new request after 30 days."}]},{"type":"paragraph","children":[{"type":"span","value":"WhatsApp does "},{"type":"span","marks":["strong"],"value":"not"},{"type":"span","value":" grant Official Business Accounts to business employees, test accounts, and Business App accounts. Official Business Accounts are only available to WhatsApp Business Platform users at this time since accounts on the Business App do not go through Business Verification."}]},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"Please note:"},{"type":"span","value":" "},{"type":"span","marks":["emphasis","strong"],"value":"WhatsApp does not share all their criteria for approval of this request and we cannot guarantee approval for our customers."}]},{"type":"paragraph","children":[{"type":"span","value":"For more information, please see "},{"url":"https://developers.facebook.com/docs/whatsapp/overview/business-accounts/#official-business-account","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Meta's documentation"}]},{"type":"span","value":" here."}]},{"item":"SvbXJ8BqR8mat6Pt8os75g","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"heading","level":3,"children":[{"type":"span","value":"On-behalf-of model"}]},{"type":"paragraph","children":[{"type":"span","value":"If you are still on the legacy on-behalf-of (OBO) model and cannot follow the steps above, please reach out to "},{"url":"https://www.clickatell.com/contact-support/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Clickatell's Support Team"}]},{"type":"span","value":" to assist you in applying for a blue checkmark with WhatsApp on your behalf. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"Please note:"},{"type":"span","marks":["emphasis"],"value":" "},{"type":"span","marks":["strong","emphasis"],"value":"WhatsApp does not share all their criteria for approval of this request and we cannot guarantee approval for our customers."}]},{"type":"paragraph","children":[{"type":"span","value":"To be considered for an official business account, WhatsApp requests that at least the following information must be submitted as part of the Support ticket:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Facebook Business verification check: Provide a screenshot showing your verified "},{"type":"span","marks":["emphasis"],"value":"Facebook"},{"type":"span","value":" account status."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Business Facebook Page URL."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Business website."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Business name in languages other than English (if any)."}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62305866","slug":"apply-whatsapp-business-account/","question":"How do I apply for a WhatsApp Business account for my business?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-Vqt44nlGQwa1DKydUK6Okw","name":"Business Accounts & Profiles","icon":null},"body":{"blocks":[{"id":"LCvg88MZSH-pwOLYIJfBUQ","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"If you are on one of our "},{"url":"https://www.clickatell.com/packages/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"paid packages"}]},{"type":"span","value":" you'll get access to WhatsApp as a channel on your Clickatell account. We do not offer WhatsApp on a prepaid/self-serve basis. "}]},{"type":"paragraph","children":[{"type":"span","value":"You can start talking to your customers via WhatsApp once you have a "},{"type":"span","marks":["strong"],"value":"verified WhatsApp Business Account"},{"type":"span","value":". "}]},{"type":"paragraph","children":[{"type":"span","value":"To apply for a new WhatsApp Business account, follow the steps below:"}]},{"type":"list","style":"numbered","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://signin.clickatell.com/login?login_challenge=5b3bd7eb6f1a4093b3c7f6a3384f3d20","meta":[{"id":"rel","value":"nofollow noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Log in"}]},{"type":"span","value":" to your Clickatell account and under WhatsApp, select "},{"type":"span","marks":["emphasis"],"value":"+New WhatsApp Account & Profile"},{"type":"span","value":". "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://guides.clickatell.com/whatsapp-channel/getting-started/create-a-whatsapp-business-account#complete-the-sign-up-journey-in-facebook-business-manager","type":"link","children":[{"type":"span","value":"Complete the sign-up journey in Facebook Business Manager."}]}]},{"type":"list","style":"numbered","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Follow the prompts and complete the setup wizard. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Once completed, you will be redirected to the Clickatell Portal and guided to your next steps."}]}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://guides.clickatell.com/whatsapp-channel/getting-started/create-a-whatsapp-business-account#add-a-whatsapp-subscription","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Add a WhatsApp Subscription"}]},{"type":"span","value":". "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://guides.clickatell.com/whatsapp-channel/getting-started/create-a-whatsapp-business-account#link-your-api","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Link your API."}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://guides.clickatell.com/whatsapp-channel/getting-started/create-a-whatsapp-business-account#view-and-test-your-integration","type":"link","children":[{"type":"span","value":"View & test your integration."}]}]}]}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","value":"The embedded signup flow only works in web browsers and does not work on mobile devices or mobile browsers. "}]},{"type":"paragraph","children":[{"type":"span","marks":["emphasis","strong"],"value":"Note:"},{"type":"span","marks":["emphasis"],"value":" "},{"type":"span","marks":["emphasis","strong"],"value":"As a registered BSP (Business Solution Provider), Clickatell assists you with the application, but we do not have control over the approval of your application."}]},{"item":"LCvg88MZSH-pwOLYIJfBUQ","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"For more information, also see:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/requirements-approved-whatsapp-business-account/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What are the eligibility requirements for a WhatsApp Business account?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/what-are-the-prerequisites-for-a-whatsapp-business-account/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What are the prerequisites for a WhatsApp Business account?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/which-phone-number-and-display-name-should-a-business-sign-up-with/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Which phone number and display name should a business sign up with?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/why-was-my-whatsapp-business-account-application-rejected/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Why was my WhatsApp Business Account application rejected?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/what-does-whatsapp-business-verification-entail/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What does WhatsApp Business Verification entail?"}]}]}]}]},{"type":"paragraph","children":[{"type":"span","value":" "}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62305853","slug":"create-whatsapp-message-template-approval","question":"How do I create a WhatsApp message template for approval?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-IhPAxfKbSrmGycti9MZMwg","name":"Message Templates","icon":null},"body":{"blocks":[{"id":"Jo0x67qpRiOlZ2NboGD2WA","model":{"apiKey":"image"}},{"id":"NBg8hw72RFGH7EC9PaFZPQ","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"A "},{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/whatsapp-template-messages/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"WhatsApp message template"}]},{"type":"span","value":" is a special type of message required for any business-initiated or re-engagement conversations via the WhatsApp channel."}]},{"type":"paragraph","children":[{"type":"span","value":"As a registered WhatsApp Business Solution Provider (BSP), Clickatell makes it easy for you to "},{"url":"https://guides.clickatell.com/whatsapp-channel/channel-capabilities/whatsapp-message-templates/add-message-templates","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"submit and manage"}]},{"type":"span","value":" your message templates. "}]},{"type":"paragraph","children":[{"type":"span","value":"Log in to your Clickatell Portal and go to the WhatsApp account you want to create a new message template for. The actual creation of the template takes place in"},{"type":"span","marks":["emphasis"],"value":" Facebook Business Manager "},{"type":"span","value":"("},{"url":"https://vimeo.com/873266553/e5f586be5a?share=copy","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"see here"}]},{"type":"span","value":") and you can view your templates and the "},{"url":"https://guides.clickatell.com/whatsapp-channel/channel-capabilities/whatsapp-message-templates/send-message-templates#template-statuses","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"status"}]},{"type":"span","value":" of each from within the Clickatell Portal.  "}]},{"type":"paragraph","children":[{"type":"span","value":"Once your template is approved by WhatsApp, you can start "},{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/how-do-i-send-a-whatsapp-message-template/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"sending"}]},{"type":"span","value":"! "}]},{"item":"Jo0x67qpRiOlZ2NboGD2WA","type":"block"},{"type":"paragraph","children":[{"type":"span","marks":["emphasis","strong"],"value":"Note: Clickatell has no direct say in whether your message template is approved by Meta or not, however, "},{"url":"https://guides.clickatell.com/whatsapp-channel/channel-capabilities/whatsapp-message-templates/message-templates-best-practices-and-examples","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["emphasis","strong"],"value":"here"}]},{"type":"span","marks":["emphasis","strong"],"value":" are some tips and best practices to help improve your chances."}]},{"type":"paragraph","children":[{"type":"span","marks":["emphasis","strong"],"value":"Message template rejected? "},{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/why-was-my-message-template-rejected/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["emphasis","strong"],"value":"Read here"}]},{"type":"span","marks":["emphasis","strong"],"value":" to learn more about possible reasons why."},{"type":"span","marks":["strong"],"value":" "}]},{"item":"NBg8hw72RFGH7EC9PaFZPQ","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","value":"When using "},{"type":"span","marks":["strong"],"value":"variables"},{"type":"span","value":" when creating your templates, ensure that you use number-type variables, e.g., "},{"type":"span","marks":["strong"],"value":"{{1}}, {{2}}, "},{"type":"span","value":"... Clickatell does "},{"type":"span","marks":["strong"],"value":"not "},{"type":"span","value":"currently support name-type variables."}]},{"type":"paragraph","children":[{"type":"span","value":"To see which "},{"type":"span","marks":["strong"],"value":"languages "},{"type":"span","value":"Clickatell supports, "},{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/what-languages-do-clickatell-support-for-whatsapp-message-templates/","type":"link","children":[{"type":"span","value":"see this FAQ"}]},{"type":"span","value":"."}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-JdcI9oG0SAS_cjaBql5tgg","slug":"how-do-i-improve-my-whatsapp-template-s-read-rates","question":"How do I improve my WhatsApp template's read rates?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-IhPAxfKbSrmGycti9MZMwg","name":"Message Templates","icon":null},"body":{"blocks":[{"id":"Um53YqXbR2y8DaNh98ZiEA","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"There are several ways to improve the "},{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/how-does-read-rate-impact-my-marketing-template-s-quality-rating/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"read rate"}]},{"type":"span","value":" of your WhatsApp message templates. It is important to keep your read rates high, as low read rates might negatively impact the "},{"url":"https://www.facebook.com/business/help/766346674749731","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"quality rating"}]},{"type":"span","value":" of your messaging template, and ultimately, lead to the disabling of your message template.  "}]},{"type":"paragraph","children":[{"type":"span","value":"Here are some recommendations to improve the read rates of your templates:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Audience:"},{"type":"span","value":" Tailor your messages to the specific audience."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Timing:"},{"type":"span","value":" Time your marketing to correspond with the most likely period your audience will read it."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Frequency of messages: "},{"type":"span","value":"Monitor how many marketing conversations a customer receives daily and weekly to avoid overloading the customer."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Cooldowns:"},{"type":"span","value":" Give customers who have stopped engaging with your templates a break."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Opt-in:"},{"type":"span","value":" Follow good opt-in practices."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Opt-out:"},{"type":"span","value":" Always include the option to opt out of marketing conversations on WhatsApp."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Relevance of the message:"},{"type":"span","value":" Make sure the subject line or preview text clearly indicates the message's relevance."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Optimize the first 60-65 characters:"},{"type":"span","value":" Use the first part of your message to captivate the client."}]}]}]},{"item":"Um53YqXbR2y8DaNh98ZiEA","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"Find out more:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/how-does-read-rate-impact-my-marketing-template-s-quality-rating/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"How does read rate impact my marketing template's quality rating?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/where-can-i-see-my-marketing-template-s-read-rate/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Where can I see my marketing template read rate?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.facebook.com/business/help/766346674749731","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"About your WhatsApp Business Message Template's Quality Rating"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-CX5mDSpPRbOxFpyUo5EkOg","slug":"transfer-ownership-from-obo-to-shared-hosting-model","question":"How do I move my WhatsApp account from the OBO to the Shared hosting model?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-120144829","name":"General WhatsApp","icon":null},"body":{"blocks":[{"id":"fwKZRNCHTj25AOxQv79wWg","model":{"apiKey":"image"}},{"id":"FQp-m2_oQqGHjMeKfDH39A","model":{"apiKey":"image"}},{"id":"E4qpe-7CRQOsStjHjokQiQ","model":{"apiKey":"image"}},{"id":"dabyNMKfRtCoImavx2iVZw","model":{"apiKey":"image"}},{"id":"NQw1JFTJRC-Cu3qvsRL4Lg","model":{"apiKey":"image"}},{"id":"b9v_KUr3THCzzLK2g5E1ew","model":{"apiKey":"image"}},{"id":"MIFBst1MRgCA_I6ohU8Wqg","model":{"apiKey":"image"}},{"id":"TlwUWeHaQROR6yHGXJ6tDg","model":{"apiKey":"image"}},{"id":"G7nA2JFRTzqfvkSJuLhXWw","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"Meta introduced a new shared hosting model for WhatsApp business numbers. Although the existing On-Behalf-Of (OBO) model remains supported (for now), Clickatell has decided to migrate all OBO WhatsApp numbers to the new shared hosting model on "},{"type":"span","marks":["strong"],"value":"March 3rd, 2025"},{"type":"span","value":".  "}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"heading","level":4,"children":[{"type":"span","value":"What must I do?"}]},{"type":"list","style":"numbered","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Create a "},{"type":"span","marks":["strong"],"value":"Facebook Business Management"},{"type":"span","value":" account if you don’t have one yet. Ensure you have admin access and can receive notifications. "},{"url":"https://www.facebook.com/business/tools/business-manager/get-started/","meta":[{"id":"rel","value":"noreferrer noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["underline"],"value":"Find out how"}]},{"type":"span","value":".  "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"On March 3rd, 2025, Clickatell will initiate a transfer of ownership request for all clients still on the OBO model.  "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"This will create a notification in your Facebook Business Manager account. To review and confirm this request, follow the steps below. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Once you've completed the steps below, your business will be moved to a shared hosting model, and the process is completed.  "}]}]}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"heading","level":4,"children":[{"type":"span","value":"Transferal of Ownership"}]},{"type":"paragraph","children":[{"type":"span","value":"On March 3rd, 2025, Clickatell will initiate a transfer of ownership request.  "}]},{"type":"paragraph","children":[{"type":"span","value":"To view this request:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Log in to "},{"url":"https://business.facebook.com/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Facebook Business Manager"}]},{"type":"span","value":"."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Go to "},{"type":"span","marks":["emphasis"],"value":"Settings -> Requests -> Other requests "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Under the"},{"type":"span","marks":["emphasis"],"value":" Received "},{"type":"span","value":"tab, click "},{"type":"span","marks":["emphasis"],"value":"Review "},{"type":"span","value":"next to the transfer request."}]}]}]},{"item":"fwKZRNCHTj25AOxQv79wWg","type":"block"},{"item":"FQp-m2_oQqGHjMeKfDH39A","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Follow the prompts until complete."}]}]}]},{"item":"E4qpe-7CRQOsStjHjokQiQ","type":"block"},{"item":"dabyNMKfRtCoImavx2iVZw","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Confirm the permissions for Clickatell (your BSP) to continue managing your WhatsApp Business Account."}]}]}]},{"item":"NQw1JFTJRC-Cu3qvsRL4Lg","type":"block"},{"item":"b9v_KUr3THCzzLK2g5E1ew","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Once you have confirmed the permissions request, click "},{"type":"span","marks":["emphasis"],"value":"Finish. 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WhatsApp charges per "},{"type":"span","marks":["strong"],"value":"conversation"},{"type":"span","value":" and the "},{"url":"https://developers.facebook.com/docs/whatsapp/pricing#rates","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"rates "}]},{"type":"span","value":"are based on the conversation category and country/region rate."}]},{"type":"paragraph","children":[{"type":"span","marks":["emphasis"],"value":"For examples, see "},{"url":"https://developers.facebook.com/docs/whatsapp/pricing#marketing--utility--and-authentication-conversations","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["emphasis"],"value":"here"}]},{"type":"span","marks":["emphasis"],"value":"."}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"heading","level":5,"children":[{"type":"span","marks":["strong"],"value":"Service conversation"}]},{"type":"paragraph","children":[{"type":"span","value":"When you send a free-form message to a customer (which you can only do if a "},{"url":"https://developers.facebook.com/docs/whatsapp/pricing#customer-service-windows","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"customer service window"}]},{"type":"span","value":" exists between you and the customer), Meta checks for an existing open conversation of any category. If one exists, no new conversation will be opened. Otherwise, a new service conversation will open and remain open for 24 hours.  Service conversations are completely free of charge."}]},{"type":"paragraph","children":[{"type":"span","marks":["emphasis"],"value":"For examples, see "},{"url":"https://developers.facebook.com/docs/whatsapp/pricing#service-conversations","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["emphasis"],"value":"here"}]},{"type":"span","marks":["emphasis"],"value":"."}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"heading","level":5,"children":[{"type":"span","marks":["strong"],"value":"Multiple conversations"}]},{"type":"paragraph","children":[{"type":"span","value":"You can have multiple open conversations with a customer at the same time. This can occur in two scenarios:"}]},{"type":"list","style":"numbered","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"You have an existing open marketing, utility, or authentication conversation with a customer and send a "},{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/whatsapp-template-messages/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"message template"}]},{"type":"span","value":" from a different category within 24 hours."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"You have an existing open service conversation with a customer and send a  "},{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/whatsapp-template-messages/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"message template"}]},{"type":"span","value":" within 24 hours."}]}]}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"heading","level":5,"children":[{"type":"span","marks":["strong"],"value":"Free Entry Point Conversations"}]},{"type":"paragraph","children":[{"type":"span","value":"A free entry point conversation is opened if a customer contacts you via a "},{"url":"https://www.facebook.com/business/help/447934475640650/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Click to WhatsApp Ad"}]},{"type":"span","value":" button and you respond within 24 hours. If you do not respond within 24 hours, a free entry point conversation is not opened and you must use a template to message the customer. The free entry point conversation is opened as soon as your message is delivered and lasts 72 hours. Once the free entry point conversation is opened, you can send any type of message to the customer without incurring additional charges. However, you can only send free-form messages if there is an open customer service window between you and the customer."}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"For more information, see:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://developers.facebook.com/docs/whatsapp/pricing#opening-conversations","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Opening conversations (Meta)"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/general-whatsapp/different-types-business-conversations-get-whatsapp/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What conversation categories are available in WhatsApp?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/general-whatsapp/how-does-whatsapp-s-conversation-based-pricing-work/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"How does WhatsApp's conversation-based pricing work?"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-V6qgcTSRSVKAfZOuY7M4YQ","slug":"how-do-i-send-a-whatsapp-message-template","question":"How do I send a WhatsApp message template? ","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-IhPAxfKbSrmGycti9MZMwg","name":"Message Templates","icon":null},"body":{"blocks":[{"id":"Ye4iAmuSSCWBJ5dwUzc3cw","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"If you are a Clickatell client, you can use "},{"url":"https://docs.clickatell.com/channels/one-api/one-api-reference/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"One API"}]},{"type":"span","value":" to send your approved templates, specifying the template name and relevant parameters in your API calls when sending messages to customers.  "}]},{"type":"paragraph","children":[{"type":"span","value":"To make it even easier, you can also use one of Clickatell’s powerful applications included in your subscription package:  "}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/products/chatflow/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Chat Flow"}]},{"type":"span","value":"  "}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Fire off WhatsApp message templates as part of your automated workflows to kick-start a conversation and encourage re-engagement. "}]}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/products/chat-desk/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Chat Desk"}]},{"type":"span","value":"  "}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"As a support agent, you can send WhatsApp message templates to customers directly from your web-based application to open conversations and speed up your replies. "}]}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/campaign-manager-whatsapp/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Campaign Manager"}]},{"type":"span","value":"  "}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Up your marketing game by creating WhatsApp campaigns to send enticing message templates such as vouchers, special offers, product news, and delivery updates in bulk to a list of recipients. "}]}]}]}]}]},{"item":"Ye4iAmuSSCWBJ5dwUzc3cw","type":"block"},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"For more information, see the user guide "},{"url":"https://guides.clickatell.com/whatsapp-channel/channel-capabilities/whatsapp-message-templates/send-message-templates","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["strong","emphasis"],"value":"here"}]},{"type":"span","marks":["strong","emphasis"],"value":"."}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62324941","slug":"opt-in-to-receive-notifications-on-whatsapp","question":"How do users opt-in to receive notifications on WhatsApp?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-RwRh3AKqSg2iusD_nikMLg","name":"Sending & Receiving Messages","icon":null},"body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"Before a business is allowed to send notification messages to their consumers on WhatsApp, they must first receive consent from the consumer to communicate with them on this channel via an explicit opt-in process."}]},{"type":"paragraph","children":[{"type":"span","value":"On July 9th, 2020, WhatsApp updated its "},{"url":"https://www.whatsapp.com/legal/business-policy/","meta":[{"id":"rel","value":"nofollow noopener noreferrer"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"business policy"}]},{"type":"span","value":" to make it easier and simpler for brands to obtain opt-in from their consumers for the WhatsApp channel. Brands are no longer required to obtain opt-in via a third-party channel like SMS or email, but can now also obtain opt-in within the WhatsApp thread itself or by using an interactive voice response (IVR)."}]},{"type":"paragraph","children":[{"type":"span","value":"WhatsApp still expects clarity on requests for opt-in, brand name usage, and compliance with local and all applicable laws."}]},{"type":"paragraph","children":[{"type":"span","value":"Please take special note of the following:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Businesses must clearly state that a person is opting in to receive messages from the business over WhatsApp."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Businesses must clearly state the name of the business that a person is opting to receive messages from."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Businesses must comply with all applicable laws."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"While the updated policy is more flexible, businesses should continue to optimize for the user experience when obtaining opt-in, e.g.:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Explicitly call out the types of messages a customer is opting into (e.g., delivery updates)."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Avoid messaging customers too frequently."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Provide instructions for how customers can opt out and honor these requests."}]}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-143565792","slug":"how-do-you-set-up-your-ads-that-click-to-whatsapp","question":"How do you set up Ads That Click to WhatsApp?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-PIdKSTXPSqSPCJQ6KhIeTw","name":"Marketing & Commerce","icon":null},"body":{"blocks":[{"id":"SAQ2YaSqRSqPOzZF9VneZw","model":{"apiKey":"image"}},{"id":"H3hu5IUvTeCJA6IahDniZA","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"heading","level":3,"children":[{"type":"span","value":"Before you start: "}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Create a "},{"type":"span","marks":["strong"],"value":"Facebook Business Page"},{"type":"span","value":". You’ll need "},{"type":"span","marks":["strong"],"value":"Admin access"},{"type":"span","value":" to this Page."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Set up a "},{"type":"span","marks":["strong"],"value":"WhatsApp Business account. "},{"type":"span","value":"Ensure this "},{"type":"span","marks":["strong"],"value":"WhatsApp number "},{"type":"span","value":"isn’t linked to any other Facebook pages."}]}]}]},{"item":"SAQ2YaSqRSqPOzZF9VneZw","type":"block"},{"type":"heading","level":3,"children":[{"type":"span","value":"Step 1: Connect your WhatsApp Business account to your Facebook Business Page"}]},{"type":"paragraph","children":[{"type":"span","value":"Before setting up Ads That Click to WhatsApp, "},{"url":"https://www.facebook.com/business/help/1583303048513172","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"connect your WhatsApp account to your Facebook page"}]},{"type":"span","value":" and make sure you have admin access to the Facebook Page."}]},{"type":"paragraph","children":[{"type":"span","value":" "}]},{"type":"heading","level":3,"children":[{"type":"span","value":"Step 2: Create the ad campaign in Facebook Ads Manager"}]},{"type":"paragraph","children":[{"type":"span","value":"Follow these guidelines: "},{"url":"https://www.facebook.com/business/help/447934475640650?id=371525583593535","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Create Ads that click to WhatsApp in Ads Manager | Meta Business Help Center (facebook.com)."}]}]},{"type":"paragraph","children":[{"type":"span","value":"You can also find a step-by-step guide "},{"url":"https://guides.clickatell.com/whatsapp-channel/channel-capabilities/ads-that-click-to-whatsapp","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"here"}]},{"type":"span","value":"."}]},{"item":"H3hu5IUvTeCJA6IahDniZA","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"For more information, also see:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/marketing-commerce/what-is-ads-that-click-to-whatsapp/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What is Ads That Click to WhatsApp?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/marketing-commerce/what-are-the-benefits-of-ads-that-click-to-whatsapp/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What are the benefits of Ads That Click to WhatsApp?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/marketing-commerce/what-are-best-practices-for-ads-that-click-to-whatsapp/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What are best practices for Ads that Click to WhatsApp?"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-SSDWZ4IRRkCv3uftiKuCtg","slug":"whatsapp-conversation-based-pricing/","question":"How does WhatsApp's conversation-based pricing work?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-120144829","name":"General WhatsApp","icon":null},"body":{"blocks":[{"id":"fiZJ7UrzTv69M8wKj8sE6A","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"WhatsApp charges per "},{"type":"span","marks":["strong"],"value":"conversation"},{"type":"span","value":", not per individual message. A conversation is a 24-hour message thread between your business and a customer and is opened (and charged) when messages you send to customers are delivered.  "}]},{"type":"paragraph","children":[{"type":"span","value":"Conversations are categorized into one of four "},{"url":"https://www.clickatell.com/help-center/whatsapp/general-whatsapp/different-types-business-conversations-get-whatsapp/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"categories"}]},{"type":"span","value":": Marketing, Utility, Authentication, or Service. Marketing, utility, and authentication conversations can only be opened with "},{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/whatsapp-template-messages/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"message templates"}]},{"type":"span","value":". Service conversations can only be opened with free-form messages. "}]},{"type":"paragraph","children":[{"type":"span","marks":["emphasis"],"value":"Learn more about these four conversation categories "},{"url":"https://www.clickatell.com/help-center/whatsapp/general-whatsapp/different-types-business-conversations-get-whatsapp/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["emphasis"],"value":"here"}]},{"type":"span","marks":["emphasis"],"value":"."}]},{"type":"paragraph","children":[{"type":"span","value":"The rates charged by WhatsApp are based on the conversation category (Marketing, Utility, Authentication) and country/region rate. You can download "},{"type":"span","marks":["strong"],"value":"rate cards"},{"type":"span","value":" "},{"url":"https://developers.facebook.com/docs/whatsapp/pricing#rates","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"here"}]},{"type":"span","value":"."}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Service conversations"},{"type":"span","value":" are completely free of charge."}]},{"item":"fiZJ7UrzTv69M8wKj8sE6A","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"For more information, see Meta's documentation:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://developers.facebook.com/docs/whatsapp/pricing/#conversation-categories","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Conversation types"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://developers.facebook.com/docs/whatsapp/pricing#opening-conversations","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Opening conversations"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://developers.facebook.com/docs/whatsapp/updates-to-pricing/new-template-guidelines","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Template categorization"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-fV063jSBSe6kk2VOYqoSsQ","slug":"how-does-read-rate-impact-my-marketing-template-s-quality-rating","question":"How does read rate impact my marketing template's quality rating?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-IhPAxfKbSrmGycti9MZMwg","name":"Message Templates","icon":null},"body":{"blocks":[{"id":"K9Nl4Uy-TbunjeciUhnBhA","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"As of "},{"type":"span","marks":["strong"],"value":"1 April 2024"},{"type":"span","value":", the quality rating of Marketing message templates is influenced by template read rates, in addition to the number of blocked and reported messages. "}]},{"type":"paragraph","children":[{"type":"span","value":"A low read rate (or a high number of blocks and reports) will lead to a drop in template quality scores. Meta does not explicitly provide specific thresholds or percentages of when a read rate is considered low, and how many blocks/reported messages will lead to a drop in template quality. However, Meta has indicated that from an industry standard perspective, a marketing template read rate of between "},{"type":"span","marks":["strong"],"value":"65% and 80%"},{"type":"span","value":" is satisfactory."}]},{"type":"paragraph","children":[{"type":"span","value":"Read rate trends over time will be taken into account rather than relying on immediate response times, allowing for a reasonable (although not explicitly defined) time to pass from the sending of a marketing template before the read rate is taken into account for a quality score."}]},{"item":"K9Nl4Uy-TbunjeciUhnBhA","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["emphasis"],"value":" "},{"type":"span","marks":["strong","emphasis"],"value":"Find out more:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/where-can-i-see-my-marketing-template-s-read-rate/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Where can I view my marketing template read rates? "}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/how-do-i-improve-my-whatsapp-template-s-read-rates/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"How do I improve the read rates of my marketing message templates?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.facebook.com/business/help/766346674749731","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"About your WhatsApp Business Message Template's Quality Rating"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62324945","slug":"differ-from-generated-in-my-dev-environment/","question":"How does this QR code differ from the ones I already generate in my development environment?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-120172280","name":"QR Codes","icon":null},"body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"QR codes can now be generated and managed directly as a WhatsApp Business and users can scan them with their WhatsApp, iOS, or Android camera."}]},{"type":"paragraph","children":[{"type":"span","value":"In addition, with WhatsApp QR codes:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Prefilled messages are fully customizable and can be changed or deleted at any time,"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Users will go directly to the app without any interstitial page, and"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"The in-app experience is better as users receive a clear message when a QR code has expired."}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62324946","slug":"customers-know-business-talking/","question":"How will customers know that it’s my business talking to them via WhatsApp?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-120144829","name":"General WhatsApp","icon":null},"body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"As a registered BSP, Clickatell assists you in applying for a WhatsApp Business account and submitting your application to WhatsApp for review. Once approved and verified, your "},{"type":"span","marks":["strong"],"value":"WhatsApp number"},{"type":"span","value":" will be associated with a "},{"type":"span","marks":["strong"],"value":"verified business name"},{"type":"span","value":"."}]},{"type":"paragraph","children":[{"type":"span","marks":["emphasis"],"value":"Note: Clickatell does not have control over the approval of your application. WhatsApp will grant access to the WhatsApp network at its discretion."}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","value":"WhatsApp recognizes two types of business accounts:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Regular business account: "},{"type":"span","value":"Every approved business gets this status. Your verified business name is only visible in the contact view; all other views display your WhatsApp Business phone number. No green checkmark is visible."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Official business account: "},{"type":"span","value":"Only select businesses are given this status at WhatsApp's discretion. Your verified business name is visible in the contact as well as in other views. A green checkmark is visible in the contact view."}]}]}]},{"type":"paragraph","children":[{"type":"span","value":"For more information about the two types of business accounts and how to apply for an official business account, see "},{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/how-do-i-acquire-a-verified-green-tick-for-my-whatsapp-business-account/","meta":[{"id":"rel","value":"noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"here."}]}]},{"type":"paragraph","children":[{"type":"span","value":"As a registered business, you can also "},{"type":"span","marks":["strong"],"value":"add details to your business profile"},{"type":"span","value":" like your location, hours of operation, a brief business description, and a link to your website. This will help your customers easily identify your business."}]},{"type":"paragraph","children":[{"type":"span","value":" "}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-NMnm1Do5TjqqnGqyTqMBTw","slug":"what-are-whatsapp-conversational-components-commands-and-icebreakers","question":"What are WhatsApp conversational components (Commands and Icebreakers)?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-PIdKSTXPSqSPCJQ6KhIeTw","name":"Marketing & Commerce","icon":null},"body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"WhatsApp conversational components are special in-chat features that make it easier for customers to interact with your business on WhatsApp. These components can be set up and personalized per WhatsApp Business number, making user interactions more interesting and engaging. Conversation components are set up and managed by yourself in your WhatsApp Manager account."}]},{"type":"paragraph","children":[{"type":"span","value":"Clickatell currently supports the following two conversational components:"}]},{"type":"heading","level":4,"children":[{"type":"span","value":"\nIce Breakers"}]},{"type":"paragraph","children":[{"type":"span","marks":["emphasis"],"value":"Icebreakers"},{"type":"span","value":" are customizable, selectable text prompts that appear in a message thread the "},{"type":"span","marks":["strong"],"value":"first time "},{"type":"span","value":"you chat with a customer. Icebreakers try to anticipate the most common questions first-time customers might have when interacting with your business. They serve as ready-made text options customers can select to start a conversation instead of having to formulate their own message."}]},{"type":"paragraph","children":[{"type":"span","value":"Icebreakers are great for service interactions, such as customer support or account servicing. For example, you can embed a WhatsApp button on your app or website. When a customer taps the button, they're redirected to your WhatsApp Business account and presented with a set of options they can select from to guide their interaction further."}]},{"type":"paragraph","children":[{"type":"span","value":"You can add up to four icebreakers per business number."}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"heading","level":4,"children":[{"type":"span","value":"Commands"}]},{"type":"paragraph","children":[{"type":"span","marks":["emphasis"],"value":"Commands "},{"type":"span","value":"are text strings that WhatsApp users can see by typing a forward slash (/) in a message thread with your business. This can be used at any point during the conversation."}]},{"type":"paragraph","children":[{"type":"span","value":"Commands are composed of the command itself and a hint, which gives the user an idea of what can happen when they use the command."}]},{"type":"paragraph","children":[{"type":"span","value":"You can add up to 30 commands per business number."}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62305846","slug":"what-are-whatsapp-messages-templates/","question":"What are WhatsApp message templates?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-IhPAxfKbSrmGycti9MZMwg","name":"Message Templates","icon":null},"body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"A message template is a special format used by businesses to send a WhatsApp message to customers. It looks and acts like a normal WhatsApp message, with the main difference being that "},{"type":"span","marks":["strong"],"value":"WhatsApp must pre-approve "},{"type":"span","value":"it before you can send it to customers. Message templates are "},{"type":"span","marks":["strong"],"value":"required "},{"type":"span","value":"outside of an open "},{"url":"https://developers.facebook.com/docs/whatsapp/conversation-types/#conversations","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"conversation window"}]},{"type":"span","value":" and can only be sent to customers who have "},{"type":"span","marks":["strong"],"value":"opted in"},{"type":"span","value":" and permitted you to send them messages. "}]},{"type":"paragraph","children":[{"type":"span","marks":["emphasis"],"value":"Read more regarding the Opt-In rules in the "},{"url":"https://www.whatsapp.com/legal/business-policy/","meta":[{"id":"rel","value":"nofollow noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["emphasis"],"value":"WhatsApp Business Policy"}]},{"type":"span","marks":["emphasis"],"value":"."}]},{"type":"paragraph","children":[{"type":"span","value":"Templates also simplify messaging by letting you reuse often-used, generic messages with variable details instead of creating them from scratch every time. When customers get a notification from your verified business for the first time and haven't saved you as a contact yet, WhatsApp shows these approved message templates without warnings, reducing the risk of it being marked as spam. "}]},{"type":"paragraph","children":[{"type":"span","value":"At Clickatell, message templates fall into one of two categories: Marketing or Utility. "},{"type":"span","marks":["strong"],"value":"Marketing templates "},{"type":"span","value":"are used to send promotional offers, product announcements, and other messages that increase brand awareness and engagement. "},{"type":"span","marks":["strong"],"value":"Utility templates "},{"type":"span","value":"are used to send account and order updates, alerts, and messages that aim to share essential information with customers. "}]},{"type":"paragraph","children":[{"type":"span","marks":["emphasis"],"value":"Learn more about "},{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/create-whatsapp-message-template-approval/","meta":[{"id":"rel","value":"noopener noreferrer"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["emphasis"],"value":"how to create a WhatsApp message template"}]},{"type":"span","marks":["emphasis"],"value":" for approval."}]},{"type":"paragraph","children":[{"type":"span","value":"Note that certain limitations apply to your message templates until your business is "},{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/what-does-whatsapp-business-verification-entail/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"verified"}]},{"type":"span","value":"."}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-JN-rrK4NRVqDS0w_uT2hNQ","slug":"what-are-best-practices-for-ads-that-click-to-whatsapp","question":"What are best practices for Ads that Click to WhatsApp?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-PIdKSTXPSqSPCJQ6KhIeTw","name":"Marketing & Commerce","icon":null},"body":{"blocks":[{"id":"YnA0SV3hQ-O7COtNTFiwZA","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"To achieve success with Ads That Click to WhatsApp, it's important to follow these best practices:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Creative: "},{"type":"span","value":"Create eye-catching ads that entice customers to stop at your ad to find out more. Indicate clearly that clicking the ad initiates a conversation with the brand on WhatsApp."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Audience & targeting:"},{"type":"span","value":" Meta’s targeting helps you make the most of your ad spend - direct ads at Facebook and Instagram users based on their age, gender, location, and how closely they match your"},{"url":"https://www.facebook.com/business/help/164749007013531?id=401668390442328","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":" Lookalike audiences"}]},{"type":"span","marks":["underline"],"value":"."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Budget:"},{"type":"span","value":" The investment in Ads That Click to WhatsApp directly affects the ad distribution algorithm's learning."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Follow through on your ad's promise: "},{"type":"span","value":"Do what the ad promised, and do it quickly after an ad click, so people can see that chatting with your brand is a valuable experience."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Icebreaker:"},{"type":"span","value":" Use pre-written "},{"url":"https://www.clickatell.com/help-center/whatsapp/marketing-commerce/what-are-whatsapp-conversational-components-commands-and-icebreakers/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"icebreakers "}]},{"type":"span","value":"to encourage customers to start the conversation without formulating their own message. Anticipate customer questions and interests to define effective icebreakers."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Personalization:"},{"type":"span","value":" After the initial message, direct users to a personalized conversational flow that continues their journey from social media. Utilize the relevant variables to identify the ad origin and guide users accordingly."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Create "},{"type":"span","marks":["strong"],"value":"upsell and cross-sell "},{"type":"span","value":"opportunities with product recommendations."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Use a 24/7 bot "},{"type":"span","value":"so potential customers can get fast responses after engaging with your promotion."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Ask for opt-ins"},{"type":"span","value":" to ensure you can message them regularly afterward."}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Keep your request clear. WhatsApp requires businesses to state their name and ask for permission to message in their opt-in request."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Tell shoppers about the message types they can expect, like discounts or new product announcements."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Incentivize the opt-in, e.g., giving leads a discount if they sign up to receive WhatsApp messages from your brand."}]}]}]}]}]},{"item":"YnA0SV3hQ-O7COtNTFiwZA","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"For more information, also see:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/marketing-commerce/what-is-ads-that-click-to-whatsapp/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What is Ads That Click to WhatsApp?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/marketing-commerce/how-do-you-set-up-your-ads-that-click-to-whatsapp/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"How do you set up Ads That Click to WhatsApp?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/marketing-commerce/what-are-the-benefits-of-ads-that-click-to-whatsapp/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What are the benefits of Ads That Click to WhatsApp?"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-SMu0jS5BRy2M4wRGSK6vFQ","slug":"what-are-per-user-marketing-template-limits","question":"What are per-user marketing template limits?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-IhPAxfKbSrmGycti9MZMwg","name":"Message Templates","icon":null},"body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"This is a mechanism implemented by Meta to encourage responses from end-users when businesses send them marketing messages. They aim to maximize message engagement, improve the user experience, and help WhatsApp users find business messaging more valuable and feel less like they receive too many business messages."}]},{"type":"paragraph","children":[{"type":"span","value":"Meta may limit the number of marketing template messages a person receives from any business in a given period of time. The limit only applies to marketing template messages that would normally open a new "},{"url":"https://developers.facebook.com/docs/whatsapp/pricing","type":"link","children":[{"type":"span","value":"marketing conversation"}]},{"type":"span","value":". If a marketing conversation is already open between you and a WhatsApp user, you may send one additional marketing template message. "}]},{"type":"paragraph","children":[{"type":"span","value":"To receive any further marketing template messages, the end-user must first respond to any message. A response is regarded as a free-form chat or a quick-reply button selected by an end-user back to the business. Note that selecting a call-to-action button is "},{"type":"span","marks":["strong"],"value":"not "},{"type":"span","value":"regarded as a response. "}]},{"type":"paragraph","children":[{"type":"span","value":"Coming soon: If a marketing template message is not delivered to a given user due to the limit, an error code of 131049 will be generated with the description “"},{"type":"span","marks":["emphasis"],"value":"This message was not delivered to maintain a healthy ecosystem.\""}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Also see Meta's documentation:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://developers.facebook.com/docs/whatsapp/cloud-api/guides/send-message-templates/#per-user-marketing-template-message-limits","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Per-User Marketing Template Message Limits"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-146758623","slug":"whatsapp-template-categories/","question":"What are the WhatsApp template categories?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-IhPAxfKbSrmGycti9MZMwg","name":"Message Templates","icon":null},"body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"In February 2023, WhatsApp simplified its template categories so all message templates fall into one of only three categories: "},{"type":"span","marks":["strong"],"value":"Marketing"},{"type":"span","value":", "},{"type":"span","marks":["strong"],"value":"Utility, "},{"type":"span","value":"or "},{"type":"span","marks":["strong"],"value":"Authentication."}]},{"type":"paragraph","children":[{"type":"span","marks":["emphasis"],"value":"Note: Clickatell does not currently support the Authentication template category."}]},{"type":"paragraph","children":[{"type":"span","value":"The three categories are used for use cases as listed below:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Marketing:"},{"type":"span","value":" Send promotional offers, product announcements, and more to increase awareness and engagement. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Utility: "},{"type":"span","value":"Send account updates, order updates, alerts, and more to share important information."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Authentication "},{"type":"span","marks":["emphasis","strong"],"value":"(not currently supported):"},{"type":"span","value":" Send codes that allow customers to access their accounts securely."}]}]}]},{"type":"paragraph","children":[{"type":"span","value":"As of 1 June 2023, the category of the message template also defines the "},{"type":"span","marks":["strong"],"value":"conversation category"},{"type":"span","value":"."},{"type":"span","marks":["strong","emphasis"],"value":" "},{"type":"span","value":"Depending on the template category, business-initiated conversations are categorized as either "},{"type":"span","marks":["strong"],"value":"marketing"},{"type":"span","value":", "},{"type":"span","marks":["strong"],"value":"utility, "},{"type":"span","value":"or "},{"type":"span","marks":["strong"],"value":"authentication "},{"type":"span","value":"conversations"},{"type":"span","marks":["strong"],"value":" "},{"type":"span","value":"(all of which require customer opt-in). All user-initiated conversations that help customers resolve inquiries are categorized as "},{"type":"span","marks":["strong"],"value":"service"},{"type":"span","value":" conversations."}]},{"type":"paragraph","children":[{"type":"span","value":"Conversation charges will be based on the template category. See "},{"url":"https://developers.facebook.com/docs/whatsapp/pricing","meta":[{"id":"target","value":"_blank"},{"id":"title","value":"https://developers.facebook.com/docs/whatsapp/updates-to-pricing"}],"type":"link","children":[{"type":"span","value":"here "}]},{"type":"span","value":"for more information."}]},{"type":"paragraph","children":[{"type":"span","value":"For more information and examples of Template Categorization, see "},{"url":"https://developers.facebook.com/docs/whatsapp/updates-to-pricing/new-template-guidelines","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"here"}]},{"type":"span","value":"."}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-E1-MK_fURaSlaTs4HCsLYQ","slug":"what-are-the-benefits-of-ads-that-click-to-whatsapp","question":"What are the benefits of Ads That Click to WhatsApp?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-PIdKSTXPSqSPCJQ6KhIeTw","name":"Marketing & Commerce","icon":null},"body":{"blocks":[{"id":"fTvHNyc1Rce90mFjnyxqlg","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/marketing-commerce/what-is-ads-that-click-to-whatsapp/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["emphasis"],"value":"Ads That Click to WhatsApp"}]},{"type":"span","value":" is an ad format introduced by Meta that streamlines the customer's journey by directing them from popular social networks straight to a WhatsApp conversation with the business with one tap."}]},{"type":"paragraph","children":[{"type":"span","value":"Below are some of the many benefits of using Ads That Click to WhatsApp in your marketing 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rates."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Enhanced Customer Service: "},{"type":"span","value":"Instant support via WhatsApp improves customer experiences with detailed information sharing."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Initiation of Re-Engagement Campaigns:"},{"type":"span","value":" WhatsApp marketing allows businesses to run personalized re-engagement campaigns to reconnect with customers effectively."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Personalized Promotional Messages:"},{"type":"span","value":" Businesses can broadcast personalized WhatsApp campaigns, ensuring engaged customers receive tailored offers."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Cost-Effectiveness: "},{"type":"span","value":"Ads That"},{"type":"span","marks":["strong"],"value":" "},{"type":"span","value":"Click to WhatsApp offer a cost-effective alternative to traditional customer engagement methods such as call centers and SMS messages."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Building Long-Term Relationships: "},{"type":"span","value":"Ads That"},{"type":"span","marks":["strong"],"value":" "},{"type":"span","value":"Click to WhatsApp initiate ongoing conversations, as opposed to a once-off \"click\"."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Boost Sales: "},{"type":"span","value":"Ads That Click to WhatsApp simplifies the buying process, allowing customers to immediately browse and purchase products via WhatsApp."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Market Insight: "},{"type":"span","value":"WhatsApp interactions offer valuable insights into customer preferences and behaviors, aiding in refining marketing strategies and product offerings."}]}]}]},{"item":"fTvHNyc1Rce90mFjnyxqlg","type":"block"},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"For more information, also see:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/marketing-commerce/what-is-ads-that-click-to-whatsapp/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What is Ads That Click to WhatsApp?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/marketing-commerce/how-do-you-set-up-your-ads-that-click-to-whatsapp/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"How do you set up Ads That Click to WhatsApp?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/marketing-commerce/what-are-best-practices-for-ads-that-click-to-whatsapp/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What are best practices for Ads that Click to WhatsApp?"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62324979","slug":"requirements-approved-whatsapp-business-account","question":"What are the eligibility requirements for a WhatsApp Business account?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-Vqt44nlGQwa1DKydUK6Okw","name":"Business Accounts & Profiles","icon":null},"body":{"blocks":[{"id":"BN6T3v2BTg6oOKFHAhHZfg","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"The "},{"url":"https://www.clickatell.com/products/whatsapp/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"WhatsApp for Business solution"}]},{"type":"span","value":" is best suited for medium to large businesses to use for customer notifications, improved customer service, and marketing."}]},{"type":"paragraph","children":[{"type":"span","value":"The two main factors that WhatsApp takes into consideration are your business industry and the types of message content you intend to send on the network."}]},{"type":"paragraph","children":[{"type":"span","value":"The following industries and types of content are "},{"type":"span","marks":["strong"],"value":"not"},{"type":"span","value":" allowed on the WhatsApp network:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Independent software vendors"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Software services"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Real cash gaming (gambling)"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Adult content"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Alcohol/tobacco/drug-related products (including pharmaceuticals)"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Weapons"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Healthcare products/supplements"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Other categories not conforming to WhatsApp or Facebook's commerce and community standards"}]}]}]},{"type":"paragraph","children":[{"type":"span","value":"The "},{"url":"https://www.whatsapp.com/legal/commerce-policy/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"WhatsApp Commerce Policy"}]},{"type":"span","value":" provides a complete list of what is allowed and supported on the network. When you apply to use WhatsApp for your business, you agree o adhere to this policy."}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"heading","level":6,"children":[{"type":"span","value":"Implementation capability"}]},{"type":"paragraph","children":[{"type":"span","value":"Once approved by WhatsApp, you will need the development resources to integrate your application with Clickatell’s multi-channel One API in order to send and receive WhatsApp messages. Find out more about how One API works and the technical capabilities required "},{"url":"https://docs.clickatell.com/channels/one-api/one-api-reference/","meta":[{"id":"rel","value":"noopener noreferrer"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"here"}]},{"type":"span","value":"."}]},{"type":"heading","level":6,"children":[{"type":"span","value":"Information you'll need to provide during the application process"}]},{"type":"paragraph","children":[{"type":"span","value":"When you’re applying to use Clickatell's WhatsApp solution, you’ll need to provide information that you can prepare beforehand in order to speed up the process."}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Company name and valid website URL:"},{"type":"span","value":" Your website should provide a clear description of your business and products. Facebook page URLs are not accepted."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Industry and product/service details:"},{"type":"span","value":" A description of how you’ll be using the business solution and what industry your business operates in."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Facebook Business Manager ID: "},{"type":"span","value":"Your Business Manager account will be used by WhatsApp to identify your business and to associate your phone numbers with your business. "},{"url":"/faqs/answer/need-provide-facebook-business-id-use-whatsapp-business-api/","meta":[{"id":"rel","value":"noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Here’s"}]},{"type":"span","value":" how you can find your Facebook Business Manager ID or create a new one if you don’t have a Facebook Business Manager account yet."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Company headquarters location: "},{"type":"span","value":"Select the country where your business' headquarters is situated."}]}]}]},{"item":"BN6T3v2BTg6oOKFHAhHZfg","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"Also see:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/what-are-the-prerequisites-for-a-whatsapp-business-account/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What are the prerequisites for a WhatsApp Business account?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/what-does-whatsapp-business-verification-entail/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What does WhatsApp Business Verification entail?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/how-do-i-apply-for-a-whatsapp-business-account-for-my-business/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"How do I apply for a WhatsApp Business account for my business?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/can-i-add-multiple-whatsapp-business-accounts/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Can I add multiple WhatsApp Business accounts?"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62305905","slug":"common-qr-code-use-cases/","question":"What are the most common QR code use cases I can implement for my business?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-120172280","name":"QR Codes","icon":null},"body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"QR codes offer a quick way for customers to initiate conversations with your business. Instead of manually saving your business number, they can effortlessly scan the code to open a WhatsApp chat, where they can immediately seek assistance, whether it's for post-purchase support or pre-purchase inquiries. You can strategically place QR codes on product packaging, receipts, or digital platforms for easy access. "}]},{"type":"paragraph","children":[{"type":"span","value":"It's important to note that some customers browsing on mobile devices may not be able to scan the QR code directly from the screen. In such cases, consider adding a button below the QR code, directing them to your WhatsApp Business account."}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-122778756","slug":"prerequisites-whatsapp-business-account/","question":"What are the prerequisites for a WhatsApp Business account?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-Vqt44nlGQwa1DKydUK6Okw","name":"Business Accounts & Profiles","icon":null},"body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"You need the following to apply for a WhatsApp Business account:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Facebook Business Account "},{"type":"span","value":"(you can also create one during the "},{"url":"https://guides.clickatell.com/whatsapp-channel/getting-started/create-a-whatsapp-business-account","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"WhatsApp sign-up process"}]},{"type":"span","value":")"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Phone Number"},{"type":"span","value":" to register (this number should not be linked to a WhatsApp account yet)"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"You'll require access to this number to receive an SMS/voice call for verification."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Also see "},{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/which-phone-number-and-display-name-should-a-business-sign-up-with/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"these guidelines."}]}]}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Business Display Name "},{"type":"span","value":"(it should have a clear relationship with the Business)"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Also see "},{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/which-phone-number-and-display-name-should-a-business-sign-up-with/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"these guidelines."}]}]}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Keep the following ready:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Legal company name"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Business phone number & website"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Business email address "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Country, city, state/province/region"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Corporate street address"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Business category"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Business description"}]}]}]}]}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","value":"Also familiarize yourself with the WhatsApp Business "},{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/requirements-approved-whatsapp-business-account/","meta":[{"id":"rel","value":"noopener noreferrer"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"eligibility requirements"}]},{"type":"span","value":" before completing the application."}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"Note: Although Clickatell assists you with the application, we do not have control over the approval of your application."}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62305886","slug":"business-conversation-types/","question":"What business conversation categories are available in WhatsApp?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-120144829","name":"General WhatsApp","icon":null},"body":{"blocks":[{"id":"QYvxh-NkQRWKNznHKdaBpg","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"WhatsApp conversation types are categorized into one of four categories:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Marketing: "},{"type":"span","value":"Create awareness, drive sales, and reconnect with customers. Examples include announcing new products, feature announcements, offering targeted promotions, and sending reminders about abandoned carts."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Utility: "},{"type":"span","value":"Follow-up on user actions or requests. Examples include confirming opt-ins, managing orders or deliveries (e.g., sending updates), updating accounts or sending alerts (e.g., payment reminders), and conducting feedback surveys."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Authentication: "},{"type":"span","marks":["emphasis"],"value":"(Currently not supported by Clickatell)."},{"type":"span","value":" Verify users using one-time passcodes (OTPs), possibly at various stages in the login process (e.g., account verification, account recovery, integrity challenges)."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Service: "},{"type":"span","value":"Enables you to resolve customer inquiries."}]}]}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/whatsapp-template-messages/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Message templates"}]},{"type":"span","value":" are "},{"type":"span","marks":["strong"],"value":"required "},{"type":"span","value":"to open marketing, utility, or authentication conversations. Service conversations can only be opened using free-form messages.  Learn more about opening conversations "},{"url":"https://www.clickatell.com/help-center/whatsapp/general-whatsapp/what-are-the-different-ways-to-open-a-whatsapp-business-conversation/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"here"}]},{"type":"span","value":"."}]},{"type":"paragraph","children":[{"type":"span","value":"The rates charged by WhatsApp are based on the conversation category and country/region rate. Service conversations are free of charge. Learn more about conversation-based pricing in "},{"url":"https://www.clickatell.com/help-center/whatsapp/general-whatsapp/how-does-whatsapp-s-conversation-based-pricing-work/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"this FAQ"}]},{"type":"span","value":"."}]},{"type":"paragraph","children":[{"type":"span","value":"All WhatsApp messages are "},{"type":"span","marks":["strong"],"value":"encrypted "},{"type":"span","value":"on the Clickatell API and by WhatsApp to ensure that data transfer between yourself and your customers is reliable and protected."}]},{"item":"QYvxh-NkQRWKNznHKdaBpg","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"For more information, see Meta's documentation:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://developers.facebook.com/docs/whatsapp/pricing/#conversation-categories","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Conversation types"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://developers.facebook.com/docs/whatsapp/updates-to-pricing/new-template-guidelines","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Template categorization"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://developers.facebook.com/docs/whatsapp/pricing#opening-conversations","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Opening conversations"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-122460426","slug":"what-does-whatsapp-business-verification-entail","question":"What does WhatsApp Business Verification entail?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-Vqt44nlGQwa1DKydUK6Okw","name":"Business Accounts & Profiles","icon":null},"body":{"blocks":[{"id":"Us-QlRM0SNiKlqQTmh3VfA","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"Note that this is different from achieving a green tick mark as an indication of being an "},{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/how-do-i-acquire-a-verified-green-tick-for-my-whatsapp-business-account/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"official business account"}]},{"type":"span","value":". Business verification is a "},{"type":"span","marks":["strong"],"value":"prerequisite "},{"type":"span","value":"to becoming an official business account."}]},{"type":"paragraph","children":[{"type":"span","value":"Until you are "},{"url":"https://www.facebook.com/business/help/1095661473946872?id=180505742745347","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"business verified"}]},{"type":"span","value":", you are limited to the following:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Adding "},{"type":"span","marks":["strong"],"value":"2 "},{"type":"span","value":"numbers to your WhatsApp account."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Sending business-initiated message templates to "},{"type":"span","marks":["strong"],"value":"250 "},{"type":"span","value":"unique recipients per 24-hour period."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Unlimited user-initiated messages."}]}]}]},{"type":"paragraph","children":[{"type":"span","value":"Once your business is verified successfully, these limitations are lifted. "}]},{"item":"Us-QlRM0SNiKlqQTmh3VfA","type":"block"},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Learn how to verify your business account:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://guides.clickatell.com/whatsapp-channel/getting-started/get-business-verified","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"WhatsApp User Guide"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.facebook.com/business/help/2058515294227817?id=180505742745347","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Meta help material"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-HJWLV6iWSw-TRV7QbNMDLg","slug":"quality-rating-whatsapp-business-number/","question":"What does the quality rating of my WhatsApp Business phone number mean? ","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-Vqt44nlGQwa1DKydUK6Okw","name":"Business Accounts & Profiles","icon":null},"body":{"blocks":[{"id":"I3RA0JlWRVKvAvKjc0e-3g","model":{"apiKey":"image"}},{"id":"HXuLPM3IRmyEhvppJcgooA","model":{"apiKey":"image"}},{"id":"NwIhlk1_Re2AdxPcnXPLEA","model":{"apiKey":"image"}},{"id":"BPLPwFpWR36ZKdxNkYjOZg","model":{"apiKey":"image"}},{"id":"RyzihxrcQ3uE7HV-cAIc5w","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"The quality rating of your WhatsApp Business phone number is based on feedback from your customers on the messages that they’ve received over the past seven days. Feedback includes things like recent blocks of your phone number and other reporting issues. "}]},{"type":"paragraph","children":[{"type":"span","value":"To see the quality rating of your phone numbers, go to your "},{"type":"span","marks":["emphasis"],"value":"WhatsApp Manager -> Account Tools -> Phone numbers"},{"type":"span","value":". Your phone numbers are listed with one of the following statuses:  "}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Green: "},{"type":"span","value":"High quality "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Yellow:"},{"type":"span","value":" Medium quality "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Red: "},{"type":"span","value":"Low quality "}]}]}]},{"item":"I3RA0JlWRVKvAvKjc0e-3g","type":"block"},{"item":"HXuLPM3IRmyEhvppJcgooA","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","value":"The quality of your phone number will impact the "},{"url":"https://developers.facebook.com/docs/whatsapp/messaging-limits#status","meta":[{"id":"rel","value":"noreferrer noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["underline"],"value":"status"}]},{"type":"span","value":" of your account which in turn can impact the messaging limits imposed on your account. "}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"A "},{"type":"span","marks":["strong"],"value":"Flagged"},{"type":"span","value":" status occurs when the quality rating reaches a low state. If the message quality improves to a high or medium state and maintains this for 7 days, your status will return to "},{"type":"span","marks":["strong"],"value":"Connected"},{"type":"span","value":". If the quality rating doesn't improve, your status will still return to Connected, but you'll be placed in a lower messaging limit tier.  "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"A "},{"type":"span","marks":["strong"],"value":"Restricted"},{"type":"span","value":" status occurs when you reach your messaging limit. During a Restricted phase, you can't send any notification messages until the 24-hour window is reset. You can still respond to any messages that customers initiate. "}]}]}]},{"type":"paragraph","children":[{"type":"span","value":" "}]},{"type":"paragraph","children":[{"type":"span","value":"When a customer blocks your business, they can select a block reason, including "},{"type":"span","marks":["strong"],"value":"No longer needed"},{"type":"span","value":", "},{"type":"span","marks":["strong"],"value":"Didn’t sign up"},{"type":"span","value":", "},{"type":"span","marks":["strong"],"value":"Spam"},{"type":"span","value":", "},{"type":"span","marks":["strong"],"value":"Offensive messages,"},{"type":"span","value":" or "},{"type":"span","marks":["strong"],"value":"No reason"},{"type":"span","value":". "}]},{"type":"paragraph","children":[{"type":"span","value":"If your quality rating is medium or low, you can hover over the rating in the WhatsApp Manager to view insights into the reasons for blocking, if they're available. This can help you understand why customers would block your number and assist you in avoiding sending low-quality templates and risking more customers blocking your phone number. "}]},{"type":"paragraph","children":[{"type":"span","value":"You can also see the quality rating and your current volume limit in the Clickatell Portal on the WhatsApp Profile Details page:"}]},{"item":"NwIhlk1_Re2AdxPcnXPLEA","type":"block"},{"item":"BPLPwFpWR36ZKdxNkYjOZg","type":"block"},{"type":"heading","level":4,"children":[{"type":"span","value":"Maintaining High Quality"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Make sure messages follow the "},{"url":"https://l.facebook.com/l.php?u=https%3A%2F%2Fwww.whatsapp.com%2Flegal%2Fbusiness-policy%2F%3Ffbclid%3DIwAR08_9FNzlyMbb4OZ6hIUNWCz6XRF3LRy8X-r3K-DH7uCTTpGuZCKE0cnws&h=AT3r2GA1rgCJ_vk08wsBffMmArhb9GAA2dGq3LSlbtO6TeJu4xW4zpl1zELsdhoNfcNwwerZChwLdvNgN7SkPFdsE0dUfGafBImTzxEDwMExbvpN3jh5oZAa4-cmYskOYE0","meta":[{"id":"rel","value":"noreferrer noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"WhatsApp Business Policy"}]},{"type":"span","value":" and "},{"url":"https://l.facebook.com/l.php?u=https%3A%2F%2Fwww.whatsapp.com%2Flegal%2Fcommerce-policy%2F%3Ffbclid%3DIwAR2SaXJj_jPH-_3Xmts3P_H6VlASmdHDkwgejuFSZAMFrk_9WWJjF8MMvdA&h=AT0MU1AIh-Il-n04fpKsBs1-o624l0iUOqpgtop9UGuxG1A-XKphmEz2qxgJHBuLqmizmmLBA74pY1ZxQcVxqIqMaY1lFV4FXxXoQZMb1FfM4ri20Le-ZmE8y9BN8UdMeOM","meta":[{"id":"rel","value":"noreferrer noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Commerce Policy"}]},{"type":"span","value":". "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Only send messages to users who have opted into receiving messages from your business. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Make the messages highly personalized and useful to users. Avoid sending open-ended welcome or introductory messages. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Be mindful of messaging frequency - avoid sending customers too many messages a day. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Be thoughtful of informational messages, optimizing for content and length. "}]}]}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"item":"RyzihxrcQ3uE7HV-cAIc5w","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"L"},{"type":"span","marks":["strong","emphasis"],"value":"earn more: "},{"type":"span","marks":["emphasis"],"value":" "}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.facebook.com/business/help/896873687365001","meta":[{"id":"rel","value":"noreferrer noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["underline"],"value":"Phone Number Quality"}]},{"type":"span","value":"  "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://developers.facebook.com/docs/whatsapp/messaging-limits#status","meta":[{"id":"rel","value":"noreferrer noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["underline"],"value":"Messaging Limits"}]},{"type":"span","value":" "}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62324938","slug":"what-happens-if-a-user-scans-my-qr-code-after-it-has-been-deleted","question":"What happens when a user scans a QR code after it has been deleted?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-120172280","name":"QR Codes","icon":null},"body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"If a user tries to access a QR code that has been deleted, they will see an error message indicating the QR code has expired."}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-143565520","slug":"what-is-ads-that-click-to-whatsapp","question":"What is Ads That Click to WhatsApp?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-PIdKSTXPSqSPCJQ6KhIeTw","name":"Marketing & Commerce","icon":null},"body":{"blocks":[{"id":"VD-NSZ3-Snqw16NADrLOnQ","model":{"apiKey":"image"}},{"id":"bRC47Z29T7uFDkTUyT5__Q","model":{"apiKey":"image"}},{"id":"143565576","model":{"apiKey":"image"}},{"id":"Tt8aC26ARbm1CcjZcK-SRg","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"url":"https://business.whatsapp.com/products/ads-that-click-to-whatsapp","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["emphasis"],"value":"Ads That Click to WhatsApp"}]},{"type":"span","value":" is an ad format from Meta that shortens the customer's journey, taking them directly from an ad on social media to a WhatsApp conversation with your business by tapping a button."}]},{"type":"paragraph","children":[{"type":"span","value":"This functionality enables businesses to add a call-to-action button on their Facebook and Instagram ads. When an end-user clicks the ad, it opens a thread with the business directly in the WhatsApp app (as opposed to opening the messaging section of the social platform). "}]},{"type":"paragraph","children":[{"type":"span","value":"It is an easy way to connect with new and existing customers where they spend their time."}]},{"item":"VD-NSZ3-Snqw16NADrLOnQ","type":"block"},{"type":"heading","level":4,"children":[{"type":"span","value":"How can this assist you in business?"}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Pre-Purchase:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Awareness - The ad introduces a product/business on Meta."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Consideration - The ad drives to a sales consultation experience."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Purchase:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"​​​​​​​"},{"type":"span","value":"The ad drives customers to purchase a product on WhatsApp."}]}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Post-Purchase:​​​​​​​"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Care - The ad drives end-users to customer service experience, which can encourage future use."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Loyalty - The ad directs loyalty members to discover special deals on WhatsApp."}]}]}]}]}]},{"item":"bRC47Z29T7uFDkTUyT5__Q","type":"block"},{"item":"143565576","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"item":"Tt8aC26ARbm1CcjZcK-SRg","type":"block"},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"For more information, also see:"},{"type":"span","marks":["emphasis"],"value":" "}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/marketing-commerce/how-do-you-set-up-your-ads-that-click-to-whatsapp/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"How do you set up your Ads That Click to WhatsApp?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/marketing-commerce/what-are-the-benefits-of-ads-that-click-to-whatsapp/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What are the benefits of Ads That Click to WhatsApp?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/marketing-commerce/what-are-best-practices-for-ads-that-click-to-whatsapp/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What are best practices for Ads that Click to WhatsApp?"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-175151128","slug":"what-is-template-pacing/","question":"What is WhatsApp message template pacing?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-IhPAxfKbSrmGycti9MZMwg","name":"Message Templates","icon":null},"body":{"blocks":[{"id":"OGtPW-lNS3Cgzm7JUKyYWg","model":{"apiKey":"image"}},{"id":"CWl09SyHRSG7gdODTAI6Gg","model":{"apiKey":"image"}},{"id":"EJ86HywCQSiOSux9KTouhg","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"On the "},{"type":"span","marks":["strong"],"value":"13th of October 2023"},{"type":"span","value":", Meta introduced the concept of "},{"type":"span","marks":["strong"],"value":"template pacing"},{"type":"span","value":" for all WhatsApp marketing templates. "}]},{"item":"OGtPW-lNS3Cgzm7JUKyYWg","type":"block"},{"type":"heading","level":5,"children":[{"type":"span","value":"What is template pacing?"}]},{"type":"paragraph","children":[{"type":"span","value":"Template pacing is a mechanism that allows customers to provide early feedback on newly created or un-paused marketing templates. "},{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/whatsapp-template-messages/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Templates "}]},{"type":"span","value":"sent as part of a messaging campaign are sent normally until a certain threshold is reached, after which further sending of this template is held to allow for customer feedback. This feedback allows businesses to adjust their templates before sending them to too many clients and mitigates the risk of negative feedback impacting their business."}]},{"type":"paragraph","children":[{"type":"span","value":"Customers can give positive or negative feedback on the initial batch of templates sent in a campaign. The rest of the templated messages are paused while this feedback from customers is processed: "}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Positive feedback: "},{"type":"span","value":"If feedback from the customer base is positive (i.e., the template's "},{"url":"https://www.facebook.com/business/help/896873687365001","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"quality rating"}]},{"type":"span","value":" changes to "},{"type":"span","marks":["emphasis"],"value":"high"},{"type":"span","value":"), the remaining held templates are released and sent to the rest of the customer base."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Negative feedback: "},{"type":"span","value":"If the feedback is negative (i.e., the template's "},{"url":"https://www.facebook.com/business/help/896873687365001","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"quality rating"}]},{"type":"span","value":" changes to "},{"type":"span","marks":["emphasis"],"value":"low "},{"type":"span","value":") the template message status will be set to "},{"type":"span","marks":["emphasis"],"value":"Pause "},{"type":"span","value":"and no further templates will be sent out. Learn how to unpause these templates "},{"url":"https://developers.facebook.com/docs/whatsapp/message-templates/guidelines#template-pacing","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"here"}]},{"type":"span","value":"."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"No/not enough feedback: "},{"type":"span","value":"If no or not enough feedback is received from customers on a template campaign within 15 minutes to change its "},{"url":"https://www.facebook.com/business/help/896873687365001","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"quality rating"}]},{"type":"span","value":" to high/low, all held templates will be released and sent to customers as normal."}]}]}]},{"item":"CWl09SyHRSG7gdODTAI6Gg","type":"block"},{"type":"heading","level":5,"children":[{"type":"span","value":"How does template pacing impact my business?"}]},{"type":"paragraph","children":[{"type":"span","value":"Meta aims for minimal disruption to businesses and to target only poor-quality campaigns. "}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Template pacing primarily applies to businesses with a recent history of low-quality campaigns."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Template pacing only applies to Marketing messages (not Utility or Authentication)."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Template pacing is only applied once per template. After the quality is validated for a template, it will not be paced going forward."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Template pacing will not impact campaigns with low volumes."}]}]}]},{"item":"EJ86HywCQSiOSux9KTouhg","type":"block"},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"For more information, also see Meta's documentation:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://developers.facebook.com/docs/whatsapp/message-templates/guidelines#template-pacing","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Template pacing "}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://developers.facebook.com/docs/whatsapp/message-templates/guidelines#template-pausing","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Template pausing"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://developers.facebook.com/docs/whatsapp/message-templates/guidelines#quality-rating","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Quality rating"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-KnORkXDmSE677LBDT5RpzA","slug":"catalog-showcase-products-whatsapp/","question":"What is a catalog and how do I use it to showcase products via WhatsApp?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-PIdKSTXPSqSPCJQ6KhIeTw","name":"Marketing & Commerce","icon":null},"body":{"blocks":[{"id":"P_H2RuyKSl-axOPh1bRJYw","model":{"apiKey":"image"}},{"id":"FY45DT2USpWYqcE_0-_HNg","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"A catalog is a container that holds information about the items that you want to advertise or sell across Meta's apps. You have to upload and manage your inventory in this catalog yourself via "},{"url":"https://business.facebook.com/commerce_manager/get_started/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Meta's Commerce Manager"}]},{"type":"span","value":". This is then linked to your Clickatell account."}]},{"type":"paragraph","children":[{"type":"span","value":"There is no limit on the number of products you can add to your catalog. However, we recommend 100 items per catalog to improve the user's experience. You can use the same catalog of products for "},{"url":"https://www.clickatell.com/help-center/whatsapp/marketing-commerce/what-is-ads-that-click-to-whatsapp/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Ads that Click to WhatsApp"}]},{"type":"span","value":" if applicable.   "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"Note: Commerce messaging is only available on Clickatell's "},{"url":"https://www.clickatell.com/transact/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["strong","emphasis"],"value":"Transact "}]},{"type":"span","marks":["strong","emphasis"],"value":"package."}]},{"item":"P_H2RuyKSl-axOPh1bRJYw","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"heading","level":3,"children":[{"type":"span","value":"How does it work?"}]},{"type":"list","style":"numbered","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.facebook.com/business/help/1275400645914358?id=725943027795860","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Create a catalog"}]},{"type":"span","value":" on Meta's Commerce Manager Platform."}]},{"type":"list","style":"numbered","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"You can upload only one catalog per WhatsApp Business Account (WABA)."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"The same catalog can belong to multiple phone numbers."}]}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://developers.facebook.com/docs/whatsapp/guides/upload-inventory-to-facebook","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Upload an inventory"}]},{"type":"span","value":" to the catalog."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.facebook.com/business/help/158662536425974","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Connect the catalog "}]},{"type":"span","value":"to your WABA."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Use the Multi-Product node in Clickatell's Chat Flow to present the catalog of items to your customers via WhatsApp."}]},{"type":"list","style":"numbered","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"You can present up to 30 items from your business's inventory to customers at a time."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Customers can view more information and an image for each item, add it to their cart, and send the shopping cart to your business."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"You can define the next step after receiving the shopping cart (e.g., requesting delivery info or giving payment options.)"}]}]}]}]}]},{"item":"FY45DT2USpWYqcE_0-_HNg","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Why only 30 items in a Multi-Product Message?"},{"type":"span","value":"\nPeople prefer shopping on WhatsApp because it's easier and more personal compared to using a business app or website. Multi-Product messages are ideal for giving customers personalized recommendations based on what they've bought before, rather than overwhelming them with a whole catalog. They work best when you pair them with helpful tools like List Messages and Reply Buttons, so customers can find what they want quickly."}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62324942","slug":"what-is-the-best-format-to-use-to-preserve-the-print-quality-of-the-qr-code","question":"What is the best format to use to preserve the print quality of the QR code?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-120172280","name":"QR Codes","icon":null},"body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"We recommend the .svg file format for the best quality in print materials. You can also re-size the QR code to create the appropriate design and print materials."}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62305861","slug":"difference-whatsapp-business-api-whatsapp-business-app","question":"What is the difference between the WhatsApp Business Platform and the WhatsApp Business app?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-120144829","name":"General WhatsApp","icon":null},"body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"The "},{"type":"span","marks":["strong"],"value":"WhatsApp Business app"},{"type":"span","value":" is a standalone, free smartphone application built specifically for small businesses to interact with customers and respond to messages. Examples of use cases include someone placing an order with their local bakery or shopkeepers who want to stay in touch with their customers via a smartphone app. The app has limited automation and feature sets to serve the needs of small businesses. Clickatell has no affiliation with this product and we do not provide any support with setting up or using the app."}]},{"type":"paragraph","children":[{"type":"span","marks":["emphasis"],"value":"You can learn more about the WhatsApp Business app "},{"url":"https://www.whatsapp.com/business/","meta":[{"id":"rel","value":"noopener noreferrer"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["emphasis"],"value":"here"}]},{"type":"span","marks":["emphasis"],"value":"."}]},{"type":"paragraph","children":[{"type":"span","value":" "}]},{"type":"paragraph","children":[{"type":"span","value":"The "},{"type":"span","marks":["strong"],"value":"WhatsApp Business Platform "},{"type":"span","value":"solution offered by Clickatell is intended for medium and large businesses that want to use an API integration to engage with their customers on the WhatsApp channel. The WhatsApp Business Platform caters to the needs of larger businesses with higher messaging volumes and the need for business process automation and integration within their existing communication platforms. Clickatell is an approved WhatsApp Business Solution Provider (BSP), and we’ll assist you in getting your business verified on the WhatsApp network. This is done through an easy, wizard-driven application process. Once your business is verified on the WhatsApp network, you‘ll be able to send WhatsApp messages via Clickatell’s multi-channel One API."}]},{"type":"paragraph","children":[{"type":"span","marks":["emphasis"],"value":"You can read more about the application process "},{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/how-do-i-apply-for-a-whatsapp-business-account-for-my-business/","meta":[{"id":"rel","value":"noopener noreferrer"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["emphasis"],"value":"here"}]},{"type":"span","marks":["emphasis"],"value":"."}]},{"type":"paragraph","children":[{"type":"span","value":" "}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-147557599","slug":"difference-whatsapp-cloud-hosted-api-and-on-premises/","question":"What is the difference between the WhatsApp Cloud-Hosted API and the On-Premises API?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-120144829","name":"General WhatsApp","icon":null},"body":{"blocks":[{"id":"147557598","model":{"apiKey":"table"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","marks":["emphasis","strong"],"value":"NOTE: As of March 31, 2024, all new WhatsApp Business numbers are only hosted on the Cloud. Clickatell no longer offers the On-Premises hosting option for new numbers. "}]},{"type":"paragraph","children":[{"type":"span","value":"Meta launched the Cloud-hosted WhatsApp Business API in May 2022, providing features similar to the On-Premises version but hosted on Meta's servers. Cloud API is a more user-friendly version of the WhatsApp Business Platform than the On-Premises solution that is hosted and managed by Clickatell. "}]},{"type":"paragraph","children":[{"type":"span","value":"Having the service hosted by Meta also reduces maintenance and upgrade complexity. This means that the onboarding journey is quicker and the combination of features and benefits makes Cloud API the best option for a more cost-effective way to connect with customers on WhatsApp."}]},{"type":"paragraph","children":[{"type":"span","value":"The table below compares On-Premises with the new Cloud-Hosted offering. "}]},{"item":"147557598","type":"block"}]}}}},{"id":"DatoCmsTemplateHelpCenter-cE1Zq3yuSKKwJjsKju8CMQ","slug":"languages-whatsapp-message-templates/","question":"What languages do Clickatell support for WhatsApp message templates?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-IhPAxfKbSrmGycti9MZMwg","name":"Message Templates","icon":null},"body":{"blocks":[{"id":"TRqKOcT6S2iuDGjeXS9XHA","model":{"apiKey":"table"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"Clickatell supports the following languages for WhatsApp message templates:"}]},{"item":"TRqKOcT6S2iuDGjeXS9XHA","type":"block"}]}}}},{"id":"DatoCmsTemplateHelpCenter-62324959","slug":"limits-sending-receiving-media/","question":"What limits apply when sending and receiving media via WhatsApp?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-RwRh3AKqSg2iusD_nikMLg","name":"Sending & Receiving Messages","icon":null},"body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"heading","level":5,"children":[{"type":"span","value":"Sending media via WhatsApp"}]},{"type":"paragraph","children":[{"type":"span","value":"Businesses are limited to submitting 20MB per message/payload (this can include multiple media files per message). Clickatell will compress the media when required to ensure successful hand-off to the WhatsApp server for delivery."}]},{"type":"paragraph","children":[{"type":"span","value":"Clickatell limits the number of uploads allowed on a particular account per 24-hour period. The main purpose of this is to prevent abuse on an account level. To increase the media upload limit, please reach out to your account manager or log a ticket with "},{"url":"https://www.clickatell.com/contact-support/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"support "}]},{"type":"span","value":"to review this request."}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"heading","level":5,"children":[{"type":"span","value":"Receiving media via WhatsApp"}]},{"type":"paragraph","children":[{"type":"span","value":"For receiving media, WhatsApp supports the following limits per media type:"}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Images:"},{"type":"span","value":" 5MB\n"},{"type":"span","marks":["strong"],"value":"Documents:"},{"type":"span","value":" 64MB\n"},{"type":"span","marks":["strong"],"value":"Audio:"},{"type":"span","value":" 16MB"}]},{"type":"paragraph","children":[{"type":"span","value":"Clickatell is bound to comply with WhatsApp server requirements and to ensure that all media callbacks are within the limits stated above when delivering to the business."}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Also see: "}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/sending-receiving-messages/which-message-types-and-media-formats-are-supported-by-the-whatsapp-business-plat/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Which message types and media formats are supported by the WhatsApp Business Platform?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/sending-receiving-messages/what-messaging-limits-apply-to-my-whatsapp-business-account/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What messaging limits apply to my WhatsApp Business account?"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-JY0Muq3LR52EnYjbwoBBiw","slug":"messaging-limits-whatsapp-business/","question":"What messaging limits apply to my WhatsApp Business account?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-RwRh3AKqSg2iusD_nikMLg","name":"Sending & Receiving Messages","icon":null},"body":{"blocks":[{"id":"ZGKGlFXfS4iPObMDTaHHRw","model":{"apiKey":"image"}},{"id":"Ru5G3nC5QKmcHSaws9QWkw","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"url":"https://developers.facebook.com/docs/whatsapp/api/rate-limits#messaging","meta":[{"id":"rel","value":"noreferrer noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Messaging limits"}]},{"type":"span","value":" determine the maximum number of business-initiated conversations each phone number can start in a rolling 24-hour period. A business-initiated conversation starts when the first message is delivered to a customer and ends 24 hours later. If you reach the messaging limit, you can start more conversations when one or more active conversations end. Messaging limits don’t apply to user-initiated conversations. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Unverified businesses: "},{"type":"span","value":"Without a \"Connected\" status and approved display name, you are limited to 250 business-initiated conversations in a rolling 24-hour period. To get your display name approved, you need to be "},{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/what-does-whatsapp-business-verification-entail/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"business-verified"}]},{"type":"span","value":". "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Verified businesses: "},{"type":"span","value":"With a \"Connected\" status and approved display name, you can initiate conversations with the following number of unique customers in a rolling 24-hour period: "}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"1K  "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"10K "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"100K "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Unlimited "}]}]}]},{"type":"paragraph","children":[{"type":"span","value":"This amount starts at 1K unique customers and scales automatically based on phone number status, phone number quality rating, and how often you initiate conversations with unique customers. "}]},{"type":"paragraph","children":[{"type":"span","value":"To determine what your current messaging limit is, navigate to "},{"type":"span","marks":["emphasis"],"value":"WhatsApp Manager -> Overview "},{"type":"span","value":"and look under"},{"type":"span","marks":["emphasis"],"value":" Limits."},{"type":"span","value":" "}]},{"item":"ZGKGlFXfS4iPObMDTaHHRw","type":"block"},{"type":"paragraph","children":[{"type":"span","value":"You can also see the quality rating and your current volume limit in the Clickatell Portal on the WhatsApp Profile Details page:"}]},{"item":"Ru5G3nC5QKmcHSaws9QWkw","type":"block"},{"type":"heading","level":4,"children":[{"type":"span","value":""}]},{"type":"heading","level":4,"children":[{"type":"span","marks":["strong"],"value":"Increasing Your Limit"},{"type":"span","value":" "}]},{"type":"paragraph","children":[{"type":"span","value":"Each time you initiate a new conversation with a unique customer, Meta determines whether your limit should be increased based on the below. If you meet all conditions, Meta increases your messaging limit by one level in 24 hours. "}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Your "},{"url":"https://www.facebook.com/business/help/896873687365001","meta":[{"id":"rel","value":"noreferrer noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"phone number status"}]},{"type":"span","value":" is "},{"type":"span","marks":["strong"],"value":"Connected."},{"type":"span","value":" "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Your "},{"url":"https://www.facebook.com/business/help/896873687365001","meta":[{"id":"rel","value":"noreferrer noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"phone number quality rating"}]},{"type":"span","value":" is "},{"type":"span","marks":["strong"],"value":"Medium"},{"type":"span","value":" or "},{"type":"span","marks":["strong"],"value":"High."},{"type":"span","value":" "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"In the last 7 days, you have initiated X or more conversations with unique customers, where X is your current messaging limit divided by two. "}]}]}]},{"type":"paragraph","children":[{"type":"span","value":"If your quality rating is Low and your status "},{"type":"span","marks":["strong"],"value":"Flagged"},{"type":"span","value":" for the last 7 days, Meta will immediately decrease your messaging limit by one level. "}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","value":"Also see:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/sending-receiving-messages/which-message-types-and-media-formats-are-supported-by-the-whatsapp-business-plat/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Which message types and media formats are supported by the WhatsApp Business Platform?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/sending-receiving-messages/what-size-limits-apply-when-sending-and-receiving-media-via-whatsapp/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What size limits apply when sending and receiving media via WhatsApp?"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-Yo0jAmdmQB6SPD0TQbAkOw","slug":"whatsapp-message-template-types","question":"What types of WhatsApp message templates can I send?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-IhPAxfKbSrmGycti9MZMwg","name":"Message Templates","icon":null},"body":{"blocks":[{"id":"OcxqURsLRoKN6inns2bxnw","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"The following WhatsApp message template types are available:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Text template:"},{"type":"span","value":" Create rich text-based message templates. Formatting options like bold, italic, pre-formatted, and strike-through are supported."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Media template:"},{"type":"span","value":" Include media formats like images, documents, videos, and location in the message header. This allows you to send your customers rich notifications like a boarding card (PDF), movie ticket (QR code image), or pickup address. "}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://guides.clickatell.com/whatsapp-channel/channel-capabilities/whatsapp-message-templates/use-media-in-message-templates","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Use media in message templates"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://guides.clickatell.com/whatsapp-channel/channel-capabilities/whatsapp-message-templates/use-location-in-message-templates","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Use location in message templates"}]}]}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Interactive text and media templates: "},{"type":"span","value":"Include "},{"url":"https://guides.clickatell.com/whatsapp-channel/channel-capabilities/whatsapp-message-templates/use-interactive-buttons-in-message-templates","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"predefined buttons "}]},{"type":"span","value":"for interactive customer engagement. Two button types are supported:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://guides.clickatell.com/whatsapp-channel/channel-capabilities/whatsapp-message-templates/use-interactive-buttons-in-message-templates#call-to-action-buttons","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["emphasis"],"value":"Call to action:"}]},{"type":"span","value":" Let your customers visit a "},{"url":"https://guides.clickatell.com/whatsapp-channel/channel-capabilities/whatsapp-message-templates/use-interactive-buttons-in-message-templates#visit-website","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"website"}]},{"type":"span","value":", call a "},{"url":"https://guides.clickatell.com/whatsapp-channel/channel-capabilities/whatsapp-message-templates/use-interactive-buttons-in-message-templates#call-phone-number","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"phone number"}]},{"type":"span","value":", or copy an "},{"url":"https://guides.clickatell.com/whatsapp-channel/channel-capabilities/whatsapp-message-templates/use-interactive-buttons-in-message-templates#copy-offer-code","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"offer code"}]},{"type":"span","value":" (coupon)."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://guides.clickatell.com/whatsapp-channel/channel-capabilities/whatsapp-message-templates/use-interactive-buttons-in-message-templates#quick-reply-button","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["emphasis"],"value":"Quick reply:"}]},{"type":"span","value":" Let your customer return a simple custom text message or opt out of marketing."}]}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Catalog template: "},{"type":"span","value":"Marketing templates that allow you to present your "},{"url":"https://guides.clickatell.com/whatsapp-channel/channel-capabilities/whatsapp-message-templates/showcase-product-catalog-in-message-template","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"product catalog"}]},{"type":"span","value":" to your customers entirely within WhatsApp."}]}]}]},{"item":"OcxqURsLRoKN6inns2bxnw","type":"block"},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"Also see:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/create-whatsapp-message-template-approval/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"How do I create a WhatsApp message template for approval?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/what-are-the-new-whatsapp-template-categories/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What are the WhatsApp template 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(Meta)"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-TJtiiVu6QzyMO_oZJzC9Kw","slug":"where-can-i-see-my-marketing-template-s-read-rate","question":"Where can I see my marketing template's read rate?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-IhPAxfKbSrmGycti9MZMwg","name":"Message Templates","icon":null},"body":{"blocks":[{"id":"effXu9O3Q2SPW3bYRnIluQ","model":{"apiKey":"image"}},{"id":"bB4mlih-QK69XlFsFhVVPg","model":{"apiKey":"image"}},{"id":"WKBdlvh1R568H3N-vw42Kw","model":{"apiKey":"image"}},{"id":"fEl5z-jsQhexZ2M8OTPvrg","model":{"apiKey":"image"}},{"id":"WwWVpbvHTXG39Jh2LR6AHg","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"Businesses can monitor message template 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"}]},{"type":"list","style":"numbered","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"In your "},{"url":"https://business.facebook.com/wa/manage/home/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"WhatsApp Manager"}]},{"type":"span","value":" account, hover over the "},{"type":"span","marks":["emphasis"],"value":"Account"},{"type":"span","value":" "},{"type":"span","marks":["emphasis"],"value":"tools "},{"type":"span","value":"(suitcase) icon in the left sidebar and select "},{"type":"span","marks":["emphasis"],"value":"Message templates "},{"type":"span","value":"from the drop-down that appears. "}]}]}]},{"item":"effXu9O3Q2SPW3bYRnIluQ","type":"block"},{"item":"bB4mlih-QK69XlFsFhVVPg","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","value":"2. Metrics for each template in your account are displayed in the table. View the read rate in the "},{"type":"span","marks":["emphasis"],"value":"Message read rate"},{"type":"span","value":" column."}]},{"item":"WKBdlvh1R568H3N-vw42Kw","type":"block"},{"item":"fEl5z-jsQhexZ2M8OTPvrg","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","value":"3. Select any message template from the table to see additional details and metrics."}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"item":"WwWVpbvHTXG39Jh2LR6AHg","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["emphasis","strong"],"value":"Find out more:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/how-does-read-rate-impact-my-marketing-template-s-quality-rating/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"How does read rate impact my marketing template's quality rating?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/how-do-i-improve-my-whatsapp-template-s-read-rates/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"How do I improve my WhatsApp template's read rates?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.facebook.com/business/help/766346674749731","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"About your WhatsApp Business message template's quality rating"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62324954","slug":"message-types-media-formats-supported/","question":"Which message types and media formats are supported by the WhatsApp Business Platform?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-RwRh3AKqSg2iusD_nikMLg","name":"Sending & Receiving Messages","icon":null},"body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"WhatsApp makes use of the UTF-8 character set and any characters within this set are supported. Being a richer messaging platform, additional formatting and media types are also supported over and above plain text. A maximum of 4096 characters can be sent at a time and messages that are longer will be truncated."}]},{"type":"paragraph","children":[{"type":"span","value":"Rich text can include hyperlinks and formatting such as bold, italics, strike-through, code formatting, line breaks, and emojis."}]},{"type":"paragraph","children":[{"type":"span","value":"Various media formats are also supported. These include the following popular formats:"}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Images"},{"type":"span","value":" – JPEG, PNG"}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Documents"},{"type":"span","value":" – PDF, MS Word, MS Powerpoint, MS Excel, plain text"}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Audio"},{"type":"span","value":" – ACC, MP4, AMR, MPEG, OGG, codec = OPUS"}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Video"},{"type":"span","value":" - MP4 (with H.264 video codec and AAC audio codec)"}]},{"type":"paragraph","children":[{"type":"span","value":" "}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-122459456","slug":"number-and-display-name-sign-up/","question":"Which phone number and display name should a business sign up with?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-Vqt44nlGQwa1DKydUK6Okw","name":"Business Accounts & Profiles","icon":null},"body":{"blocks":[{"id":"P1hs4qldTReG543ft5SkGQ","model":{"apiKey":"image"}},{"id":"C8Bb7h9RRRW9y-olLGSlAg","model":{"apiKey":"image"}},{"id":"ABh95afLRVKtADv0X6OGDg","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"We recommend that a business signs up with the phone number and display name they want to use with the WhatsApp Business Platform and that they want to share with their customers. "}]},{"type":"paragraph","children":[{"type":"span","value":"We strongly discourage signing up with a test or personal phone number or test display name, as these will be difficult to change afterward."}]},{"item":"P1hs4qldTReG543ft5SkGQ","type":"block"},{"type":"heading","level":5,"children":[{"type":"span","value":"Phone number guidelines"}]},{"type":"paragraph","children":[{"type":"span","value":"You may use any number, including landlines, mobile numbers, or toll-free numbers. You must, however, be able to receive an OTP or answer a verification phone call from WhatsApp on the number you provide. It should also be a number with no previous WhatsApp registrations associated with it."}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Phone number used for existing WhatsApp account"},{"type":"span","value":": A business cannot sign up with a phone number that has already been registered for use with WhatsApp Messenger or the WhatsApp Business App. To use such a phone number, you must first delete the WhatsApp account associated with that phone number to use it for a new business account."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Toll-free numbers or numbers under IVR"},{"type":"span","value":": Businesses cannot currently sign up with IVR or toll-free numbers through the flow as they not be able to verify the phone number.  "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"ISV, SI, and third-party"},{"type":"span","value":": If you onboard or integrate over an independent software vendor (ISV), system integrator (SI), or a third-party business, each ISV/SI/third-party business must go through the WhatsApp ISV approval process. If approved, ISV/SI/third-party business needs to sign and comply with WhatsApp terms. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Organizations with government affiliation"},{"type":"span","value":": If your organization has a government affiliation, you need additional approval from WhatsApp. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"The number must be "},{"type":"span","marks":["strong"],"value":"active "},{"type":"span","value":"during the verification process. You will receive either an SMS or a voice call for authentication and verification purposes."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"You cannot use"},{"type":"span","marks":["strong"],"value":" short codes"},{"type":"span","value":"."}]}]}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","value":"If you’re unsure, the Clickatell "},{"url":"https://www.clickatell.com/contact-support/","meta":[{"id":"rel","value":"noopener noreferrer"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"support team"}]},{"type":"span","value":" can confirm whether your number is valid for WhatsApp Business use before registration."}]},{"item":"C8Bb7h9RRRW9y-olLGSlAg","type":"block"},{"type":"heading","level":5,"children":[{"type":"span","value":"Display name guidelines"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Must follow the WhatsApp "},{"url":"https://www.whatsapp.com/legal/commerce-policy/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Commerce"}]},{"type":"span","value":" and "},{"url":"https://www.whatsapp.com/legal/business-policy/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Business"}]},{"type":"span","value":" policies."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Accurate representation of your business:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"The display name must represent a business or its service, product, or department."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"A test/demo account must maintain an association with the business."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"A display name should "},{"type":"span","marks":["strong"],"value":"not "},{"type":"span","value":"be:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"An individual’s full name."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"A generic term (e.g., Catering)."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"A generic geographic location (e.g., Cape Town)."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"A slogan or a long description."}]}]}]}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Consistent with external branding."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Clear relationship with your business."}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"It must be referred to on the business's website or external media references."}]}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Correct formatting:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"No variations on title capitalization, must have grammatically correct capitalization, and must not include all capitals except for acronyms."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"No variations with spacing."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"No extra punctuation."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"No emojis."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"No character symbols."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Minimum of 3 characters."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Not in URL format."}]}]}]}]}]},{"type":"paragraph","children":[{"type":"span","value":"If you are a "},{"url":"https://www.facebook.com/business/help/1095661473946872?id=180505742745347","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"verified sender"}]},{"type":"span","value":", your display name is visible to the end-user. If not verified, the end-user can view your display name only in the contact information section of the WhatsApp account."}]},{"item":"ABh95afLRVKtADv0X6OGDg","type":"block"},{"type":"paragraph","children":[{"type":"span","value":"Please reach out to our"},{"url":"https://www.clickatell.com/contact-support/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":" Support Team"}]},{"type":"span","value":" if you have any questions. "}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-QhuzF9ptTSGV5do1Y-dbLg","slug":"why-did-a-user-not-receive-my-whatsapp-marketing-template-message","question":"Why did a user not receive my WhatsApp marketing template message?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-IhPAxfKbSrmGycti9MZMwg","name":"Message Templates","icon":null},"body":{"blocks":[{"id":"AiGTsHUlRNSh9eI6eR09gA","model":{"apiKey":"image"}},{"id":"bwnYn3FTSG6cKP8TySxDng","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"Meta occasionally runs experiments to help them assess the impact of messaging on WhatsApp user experience and engagement. Ongoing experiments (as the one described below)  have no fixed end date. To protect the validity of the experiment and ensure the best possible business and consumer experience, they do not provide any exceptions or opt-outs for these experiments."}]},{"item":"AiGTsHUlRNSh9eI6eR09gA","type":"block"},{"type":"heading","level":5,"children":[{"type":"span","value":"Marketing Message Experiment"}]},{"type":"paragraph","children":[{"type":"span","value":"As of"},{"type":"span","marks":["strong"],"value":" June 14, 2023"},{"type":"span","value":", roughly 1% of WhatsApp users will not receive marketing template messages from any business unless one of the following conditions is met:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"A "},{"url":"https://developers.facebook.com/docs/whatsapp/pricing#customer-service-windows","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"customer service window"}]},{"type":"span","value":" exists between the customer and the business."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"An open "},{"url":"https://developers.facebook.com/docs/whatsapp/pricing#conversation-categories","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"marketing conversation"}]},{"type":"span","value":" exists between the customer and the business."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"An open "},{"url":"https://developers.facebook.com/docs/whatsapp/pricing#free-entry-point-conversations","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"free-entry point conversation"}]},{"type":"span","value":" exists between the customer and the business."}]}]}]},{"type":"paragraph","children":[{"type":"span","value":"If you send a marketing template message to a customer who is part of the experiment group, your message will "},{"type":"span","marks":["strong"],"value":"not "},{"type":"span","value":"be sent and you will "},{"type":"span","marks":["strong"],"value":"not "},{"type":"span","value":"be billed for it since no conversation was created. Instead, you will receive a message status error notifying you of the failure."}]},{"type":"paragraph","children":[{"type":"span","value":"Attempting to resend the message will result in the same error. If you must deliver the marketing template message to the customer, we recommend that you contact the customer by some other, non-WhatsApp means, and ask them to message you so you can resend the message within the customer service window."}]},{"item":"bwnYn3FTSG6cKP8TySxDng","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"Also see: "}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/general-whatsapp/why-was-my-marketing-template-not-delivered-without-returning-an-error-for-failed/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Why was my Marketing template not delivered without returning an error for failed delivery?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/opt-out-of-receiving-marketing-templates-from-my-business/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Can users opt out of receiving marketing templates from my business?"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-FlRb59vPS82LXdMNodWrEA","slug":"marketing-template-not-delivered-no-error/","question":"Why did my marketing template fail to deliver but no error was returned?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-IhPAxfKbSrmGycti9MZMwg","name":"Message Templates","icon":null},"body":{"blocks":[{"id":"MWWOxAtbRNyHD5uVziPHXQ","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"In some cases, you might see a marketing template that is sent (or appears to be sent) to a customer but is never delivered, and no error code is returned for a failed delivery."}]},{"type":"paragraph","children":[{"type":"span","value":"In the scenarios stated below, Meta will "},{"type":"span","marks":["strong"],"value":"not "},{"type":"span","value":"provide an underlying reason due to privacy and policy reasons:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"The customer did not go online during the 30-day window in which messages are held for offline customers."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"The customer has blocked the business."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"The customer is in a "},{"url":"https://developers.facebook.com/docs/whatsapp/cloud-api/support#country-restrictions","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"restricted or sanctioned country"}]},{"type":"span","value":"."}]}]}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"item":"MWWOxAtbRNyHD5uVziPHXQ","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"Also see:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/why-did-a-user-not-receive-my-whatsapp-marketing-template-message/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Why did a user not receive my WhatsApp marketing template message?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/message-templates/opt-out-of-receiving-marketing-templates-from-my-business/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Can users opt out of receiving marketing templates from my business?"}]}]}]}]},{"type":"paragraph","children":[{"type":"span","value":""}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62305891","slug":"facebook-business-id-whatsapp/","question":"Why do I need a Facebook Business Manager ID when I apply for a WhatsApp Business Account?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-Vqt44nlGQwa1DKydUK6Okw","name":"Business Accounts & Profiles","icon":null},"body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"WhatsApp requires a Facebook Business Manager ID as part of the "},{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/how-do-i-apply-for-a-whatsapp-business-account-for-my-business/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"application process"}]},{"type":"span","value":" for a WhatsApp Business Account. WhatsApp will not approve your Business Account application without a valid Facebook Business Manager ID."}]},{"type":"paragraph","children":[{"type":"span","value":" "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"How do I know if I already have a Facebook Business Manager account?"}]},{"type":"paragraph","children":[{"type":"span","value":"If your company has an official Facebook page or Instagram account, it is possible that you already have a Facebook Business Manager account. Contact the department in your company responsible for your social media account (e.g. Marketing) to confirm whether you already have a Business Manager ID before creating a new one."}]},{"type":"paragraph","children":[{"type":"span","value":" "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Where do I find my Facebook Business Manager ID?"}]},{"type":"list","style":"numbered","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Log into your "},{"url":"https://business.facebook.com/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Facebook Business Manager"}]},{"type":"span","value":" account."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Select "},{"type":"span","marks":["emphasis"],"value":"Business Settings"},{"type":"span","value":" and then "},{"type":"span","marks":["emphasis"],"value":"Business Info"},{"type":"span","value":"."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Your Business Manager ID is listed below your business name."}]}]}]},{"type":"paragraph","children":[{"type":"span","value":" "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"How do I create a new Facebook Business Manager account?"}]},{"type":"paragraph","children":[{"type":"span","value":"If your company does not already have a Facebook Business Manager account, you can create a new one by following the steps below:"}]},{"type":"list","style":"numbered","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Go to "},{"url":"https://business.facebook.com/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Facebook Business Manager"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Select "},{"type":"span","marks":["emphasis"],"value":"Create account"},{"type":"span","value":"."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Enter your business details and click "},{"type":"span","marks":["emphasis"],"value":"Submit"},{"type":"span","value":"."}]}]}]},{"type":"paragraph","children":[{"type":"span","value":" "}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-144177957","slug":"incorrect-status-meta-business-manager/","question":"Why does my WhatsApp number have the incorrect status in Meta Business Manager?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-Vqt44nlGQwa1DKydUK6Okw","name":"Business Accounts & Profiles","icon":null},"body":{"blocks":[{"id":"R_hqz34CRNaQGrEXnIxprg","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"Below are possible reasons for the incorrect status of your WhatsApp Meta Profile. Log in to your "},{"url":"https://business.facebook.com/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Business Manager"}]},{"type":"span","value":" and update your profile accordingly."}]},{"item":"R_hqz34CRNaQGrEXnIxprg","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Connected: "},{"type":"span","value":"A phone number can send notifications within its messaging limit. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Restricted:"},{"type":"span","value":" A phone number has reached its rolling 24-hour messaging limit and cannot send notifications until the messaging limit is reset. For example, if a business in the \"1K customers/24h” tier sends notifications to 500 users at 1 PM and notifications to an additional 500 users at 1:30 PM, a business can start sending notifications to 500 users at 1 PM the following day. A phone number can still respond to user-initiated messages. The state is formally known as “Message Limit Reached.”"}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Flagged:"},{"type":"span","value":" A phone number moves to a “Flagged” state (previously called “Warned”) when its message quality is low (i.e., quality rating hits “Low” state). If a phone number maintains a good quality rating (high or medium rating) for the next 7 days, it returns to the “Connected” state with no change in its messaging limit. If the quality rating does not improve, the number will return to the “Connected” state with a lower messaging limit tier."}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Banned"},{"type":"span","value":": A phone number has been banned from sending or receiving any messages."}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Pending:"},{"type":"span","value":" A phone number is not yet registered. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Offline: "},{"type":"span","value":"The client instance is offline or not connected to WhatsApp servers."}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-144207597","slug":"business-account-application-rejected/","question":"Why was my WhatsApp Business Account application rejected?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-Vqt44nlGQwa1DKydUK6Okw","name":"Business Accounts & Profiles","icon":null},"body":{"blocks":[{"id":"144207781","model":{"apiKey":"image"}},{"id":"144207782","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"Note that, although Clickatell provides guidelines and assistance, we do not have the final say in whether your application is accepted or rejected. WhatsApp themself reviews each application. Below, find some possible reasons why your application might be rejected. "}]},{"type":"paragraph","children":[{"type":"span","value":" "}]},{"type":"heading","level":3,"children":[{"type":"span","value":"Display name guidelines "}]},{"type":"paragraph","children":[{"type":"span","marks":["emphasis"],"value":"Note:"},{"type":"span","marks":["emphasis","strong"],"value":" "},{"type":"span","marks":["emphasis"],"value":"The display name review will be initiated after "},{"url":"https://www.facebook.com/business/help/2640149499569241","meta":[{"id":"rel","value":"noreferrer noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["emphasis","underline"],"value":"Business Verification"}]},{"type":"span","marks":["emphasis"],"value":" is completed to get access to more business-initiated conversations."}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","value":"A display name must: "}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Not violate WhatsApp "},{"url":"https://www.whatsapp.com/legal/commerce-policy/?fbclid=IwAR0a56IDY9EyR5voFnHZpjQ21nWfthFq1wpR3Aac8bOKv3ZXaY5id1A0FCY","meta":[{"id":"rel","value":"noreferrer noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["underline"],"value":"Commerce"}]},{"type":"span","value":" and "},{"url":"https://www.whatsapp.com/legal/business-policy/?fbclid=IwAR0APsaGenr1HYWWK2O1RKXuHj2TUdZCgFut36T36AI55C5bsipkBLUkzxI","meta":[{"id":"rel","value":"noreferrer noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["underline"],"value":"Business"}]},{"type":"span","value":" policies. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Be an accurate representation of your business.  "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Be consistent with your external branding. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Have a clear relationship with your business. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Be formatted correctly."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"All caps are not allowed. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Spacing must be the same as in your external business name. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"No extra punctuation, emojis, or character symbols are allowed. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Not in URL format. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Contain a minimum of 3 characters. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"No extra words to your company/brand name, unless it indicates a country/region, department/function, or “Test”/”Demo”. Permitted words must be capitalized. "}]}]}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":" See "},{"url":"https://www.facebook.com/business/help/757569725593362","meta":[{"id":"rel","value":"noreferrer noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["underline","strong"],"value":"here"}]},{"type":"span","marks":["strong"],"value":" for more information. "}]},{"type":"paragraph","children":[{"type":"span","value":" "}]},{"type":"paragraph","children":[{"type":"span","value":"You can directly change a display name in the "},{"url":"https://business.facebook.com/wa/manage/home/","meta":[{"id":"rel","value":"noreferrer noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["underline"],"value":"WhatsApp Manager"}]},{"type":"span","value":". "}]},{"type":"paragraph","children":[{"type":"span","value":"Click the "},{"type":"span","marks":["emphasis"],"value":"Edit"},{"type":"span","value":" icon next to a display name to change the name for resubmission. "}]},{"type":"paragraph","children":[{"type":"span","value":"If your "},{"type":"span","marks":["emphasis"],"value":"Display Name"},{"type":"span","value":" is rejected, the “Certificate” status will change to “Name not approved.” At this point, hover over "},{"type":"span","marks":["emphasis"],"value":"Name"},{"type":"span","value":" and click the "},{"type":"span","marks":["emphasis"],"value":"Edit"},{"type":"span","value":" icon to change the name for re-submission. "}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"item":"144207781","type":"block"},{"item":"144207782","type":"block"}]}}}},{"id":"DatoCmsTemplateHelpCenter-122637291","slug":"why-was-my-message-template-rejected","question":"Why was my message template rejected?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-IhPAxfKbSrmGycti9MZMwg","name":"Message Templates","icon":null},"body":{"blocks":[{"id":"U5QWFzQxSgW4hHRb1YPcrw","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"All templates must be submitted to WhatsApp and approved before they can be used. Message templates are reviewed daily by a Meta (Facebook) team. Strict guidelines apply to reduce potential abuse and spam."}]},{"type":"paragraph","children":[{"type":"span","value":"If your message template(s) was rejected, it may have been for one of the following reasons:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Variable parameters"},{"type":"span","value":" "},{"type":"span","marks":["strong"],"value":"are missing"},{"type":"span","value":" "},{"type":"span","marks":["strong"],"value":"or have mismatched curly braces"},{"type":"span","value":". The correct format is "},{"type":"span","marks":["code"],"value":"{{1}}"},{"type":"span","value":". "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Template starts or ends with a variable, "},{"type":"span","value":"e.g., "},{"type":"span","marks":["code"],"value":"{{1}} "},{"type":"span","value":"thanks! "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Variable parameters are not sequential."},{"type":"span","value":" For example, "},{"type":"span","marks":["code"],"value":"{{1}}"},{"type":"span","value":", "},{"type":"span","marks":["code"],"value":"{{2}}"},{"type":"span","value":", "},{"type":"span","marks":["code"],"value":"{{4}}"},{"type":"span","value":", "},{"type":"span","marks":["code"],"value":"{{5}}"},{"type":"span","value":" are defined but "},{"type":"span","marks":["code"],"value":"{{3}}"},{"type":"span","value":" does not exist on the template. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Variable parameters appear directly next to each other, e.g., "},{"type":"span","value":"{{1}} {{2}}."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Variable parameters contain special characters"},{"type":"span","value":" such as a "},{"type":"span","marks":["code"],"value":"#"},{"type":"span","value":", "},{"type":"span","marks":["code"],"value":"$"},{"type":"span","value":", or "},{"type":"span","marks":["code"],"value":"%"},{"type":"span","value":"."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"The purpose of your template is unclear and variable parameters are not defined."},{"type":"span","value":" All parameters must have a known purpose. Your template will be rejected if it is not clear what goes into a specific parameter. A sample template will help with your submission. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Spelling or grammatical errors."},{"type":"span","value":" Messages with misspellings or grammatical errors may prompt customers to view these messages as spam or a hoax."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Language defined does not match the content."},{"type":"span","value":" E.g., Spanish was selected but the content is in English or the content is a mixture of languages containing both Spanish and English."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Submission format for testing your API connection is incorrect."},{"type":"span","value":" The correct format is:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Message template name:"},{"type":"span","value":" test"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Content:"},{"type":"span","value":" Hello "},{"type":"span","marks":["code"],"value":"{{1}}"}]}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"The URLs for your links are shortened. "},{"type":"span","value":"Short links obscure the intended link destination."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"The URL domain in your links does not belong to your business."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"The body of your template has more than two consecutive new line characters (\\n)."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Text headers include emojis, asterisks, formatting markup, or the \\n newline characters."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Media headers (video, image, document) didn’t include a sample with submission."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Call to action button URL contains a direct link to WhatsApp "},{"type":"span","value":"(e.g., "},{"type":"span","marks":["emphasis"],"value":"https://wa.me/14154443344"},{"type":"span","value":")."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"The content contains potentially abusive or threatening content"},{"type":"span","value":", such as threatening a customer with legal action or threatening to publicly shame them."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"The template’s content is identical to that of an existing template"},{"type":"span","value":". If a template is submitted with the same wording in the body and footer as an existing template, the duplicate template will be rejected. A rejection notification that includes the rejection reason will appear in Account Quality on WhatsApp Manager and be sent via email. You may refer to the Account Quality notification to see the name and language of the existing template with the same content as the rejected duplicate template. You may also choose to edit the template and resubmit."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"The message template(s) contains content that violates WhatsApp’s Commerce Policy"},{"type":"span","value":": When you offer goods or services for sale, all messages and media related to your goods or services, including any descriptions, prices, fees, taxes, and/or any required legal disclosures, are considered as transactions. Transactions must comply with the "},{"url":"https://l.facebook.com/l.php?u=https%3A%2F%2Fwww.whatsapp.com%2Flegal%2Fcommerce-policy%2F&h=AT0o0FbzuE9lvOTKMm1Lx-UPGFb0jzK2Bd5X3_xWGaNoNFZVFCxQooOT4Er4VyR8gjycCzGXICiD7FHICmCz596g80sLdZ8B0fA1Qn2gFVj6oik0qYZ-UvMwJ6rHy9-VVr8","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"WhatsApp Commerce Policy"}]},{"type":"span","value":"."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"The message template(s) contain content that violates WhatsApp’s Business Policy"},{"type":"span","value":": Do not request sensitive identifiers from users. E.g., do not ask people to share full-length individual payment card numbers, financial account numbers, National Identification numbers, or other sensitive identifiers. This also includes not requesting documents from users that might contain sensitive identifiers. Requesting partial identifiers (e.g., the last 4 digits of their Social Security Number) is acceptable. All messaging must comply with the "},{"url":"https://www.whatsapp.com/legal/business-policy","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"WhatsApp Business Policy"}]},{"type":"span","value":"."}]}]}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"item":"U5QWFzQxSgW4hHRb1YPcrw","type":"block"},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"For more information, also see:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://developers.facebook.com/docs/whatsapp/message-templates/guidelines","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Message Template Guidelines"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://guides.clickatell.com/whatsapp-channel/channel-capabilities/whatsapp-message-templates","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"WhatsApp User Guide"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://guides.clickatell.com/whatsapp-channel/channel-capabilities/whatsapp-message-templates/message-templates-best-practices-and-examples","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Best practices & examples"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.facebook.com/business/help/722393685250070","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Meta examples"}]}]}]}]}]}}}},{"id":"DatoCmsTemplateHelpCenter-62305902","slug":"will-my-qr-codes-expire-automatically","question":"Will my QR codes expire automatically?","faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp","icon":{"url":"https://www.datocms-assets.com/54467/1672853516-message-square.svg","gatsbyImageData":null}},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-120172280","name":"QR Codes","icon":null},"body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"No, your QR codes will not expire until they are deleted."}]}]}}}}],"totalCount":56},"datoCmsSectionContainer":{"id":"DatoCmsSectionContainer-144562614","sectionId":"","model":{"apiKey":"section_container"},"background":"Light","eyebrow":"","heading":"Other 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