WhatsApp Business Platform (API) Channel Configuration
Last updated
Last updated
A WhatsApp Business API channel can be configured with a unique channel name.
Step 1: Navigate to Settings module > Click Channels.
Step 2: Locate the WhatsApp Business API channel > Click Configure.
Step 3: Configure the channel name, which is the name that is used internally to identify the account.
Step 4: Click Done to update the channel configuration.
If there is a need to make a change or check your WhatsApp Business API Profile, it can be done on the IS-Messenger platform.
Step 1: Navigate to Settings module > Click Channels.
Step 2: Locate the WhatsApp Business API channel > Click Profile.
Step 3: If the profile hasn't been synced, click Sync Profile to obtain the latest WhatsApp Business Profile information from WhatsApp.
Step 4: You may edit the following information as needed:
Fields
Description
Profile Photo
Image shown as the profile picture of the WhatsApp Business Account.
An image size of 640x640 is recommended.
About
The business's About text. This text appears in the business's profile beneath its profile image, phone number, and contact buttons - maximum of 139 characters.
Address
Address of the business. Maximum of 256 characters.
Description
Description of the business. Maximum of 512 characters.
Email address (in valid email format) to contact the business. Maximum of 128 characters.
Vertical
Industry of the business. Must be one of these accepted values:
Automotive
Beauty, Spa and Salon
Clothing and Apparel
Education
Entertainment
Event Planning and Service
Finance and Banking
Food and Grocery
Public Service
Hotel and Lodging
Medical and Health
Non-profit
Professional Services
Shopping and Retail
Travel and Transportation
Restaurant
Other
The business vertical cannot be set back to an empty value after it is created.
Website
URLs (including http:// or https://) associated with the business (e.g., website, Facebook Page, Instagram). Maximum of 2 websites with a maximum of 256 characters each.
Step 5: Review the information and click Save.
Quality of the phone number: Quality Rating of the phone number.
Verified status of the phone number: ✓ icon will be shown if the phone number is verified.
Messaging limit of the phone number: The maximum number of business-initiated conversations you can initiate using each of your phone numbers in a rolling 24-hour period.
Learn more about Phone Number Quality Rating and Messaging Limits here.
Different channels provide different sets of Contact’s metadata to IS-Messenger platform. You can obtain the following Contact's data from this channel:
Phone number
Phone number ID
Profile name
WhatsApp ID
The file type supported by WhatsApp and the maximum file size for the type is as follows:
Audio & Video (16MB)
Document (100 MB)
Image (5 MB)
Sticker (100 KB)
Messages that are not supported will have a fallback display with Unsupported Message or Custom Payload text and Type (if available). For any unsupported file type or file that exceeds the maximum file size sent via WhatsApp Business Platform (API), the file will automatically be turned into a URL link on the IS-Messenger platform. For Custom Payload, you can click Show More to view the JSON payload of this message. Examples of unsupported messages for WhatsApp Business Platform (API) are: - Contact Card - Reactions - Deleted Message - Polls - Ephemeral Message
Make sure that the file format of your file is supported; otherwise, the file may fail to send despite being within the size limit. This happens when the file is not converted properly. Learn more about the supported media types here.
A rate limit is the number of API calls an app or user can make within a given time period defined by the channel. Learn more about the rate limits for this channel here.
WhatsApp Groups
Group Messages are not supported by WhatsApp Business API. Facebook has deprecated the development of this feature.
Voice Calls
WhatsApp voice calls are not supported by WhatsApp Business API.
What are the requirements for phone number to be used to sign up for WhatsApp Business API?
The phone number used for WhatsApp Business API can’t be used in the WhatsApp Personal or Business app. You'll have to delete the account on WhatsApp Personal or Business app before you can use the number to sign up for WhatsApp Business API.
You can still use the phone number for other purposes, such as calling and receiving SMS after registering it on the WhatsApp Business Platform.
When the user connected to WhatsApp Business API changes their Facebook password, the permissions will be outdated and need to be refreshed. Follow these steps to refresh the permissions:
Step 1: Navigate to Settings module > click Channels > locate WhatsApp Business API Messenger channel > click Troubleshoot.
Step 2: Click Refresh Permission to refresh WhatsApp permissions.
Step 3: Send a test message to the WhatsApp phone number and check if you're able to receive the read receipts.
Yes, you can monitor your messaging and spending analytics in real-time for your WhatsApp Business Account in the Insights tab of your Meta WhatsApp Manager. Read more here.
WhatsApp passes the Contact’s phone number in a format that is different from the E.164 format that IS-Messenger uses. This difference causes Contacts from certain countries to be duplicated.
Standard WhatsApp Business API Accounts display the business number rather than the name. To display your business name to Contacts even if they haven't added your business to their address book, you will need a WhatsApp Official Business Account.
Official Business Accounts have a green tick next to the business name, and usually only large, high-profile businesses will be given this status. Learn more about how to apply for an Official Business Account here.
WhatsApp Catalog is a feature that allows you to create a catalog of your products and share it with your customers. We have a feature request for this to be implemented in our platform. If you think this feature is valuable to you, you can upvote the feature request here.
Yes, they can. However, the Meta Business Account and business information used to register the WhatsApp Business Account must belong to an entity that can be verified with the relevant legal documentation. Learn more about Meta Business Verification here.
When a business signs up for a WhatsApp Business API account and is unverified, they can register up to 2 phone numbers only. Verified businesses have the ability to register more phone numbers. They may register up to 20 phone numbers for a single Business Manager.
If you are stuck at a lower number, such as 5 phone numbers, and are unable to register additional numbers, you can submit a ticket directly to Meta to request an increase in the phone number limit.
Steps:
Click here this link for direct support.
Go to Ask a Question > WABiz: Account & WABA > Request type > Increase Phone Number Limits
Provide an explanation of why you want to increase the phone number limit.
Submit your request.
To check your WhatsApp conversation consumption, follow these steps:
Navigate to your Meta Business Manager.
Click on Settings > Business Settings > WhatsApp Accounts
Select your WABA and click on Settings > WhatsApp Manager.
Under Account tools, click on Insight.
One of the possible reasons is that WhatsApp API accounts are not designed to chat with other WhatsApp API accounts. This is a Meta restriction. Note that the error code: 131051 is used for multiple types of errors related to unsupported message types. If you are unsure about this error, you can contact our support.
This error message is passed by Meta. Here are a few steps suggested by Meta to troubleshoot the issue:
Ensure that the Contact receiving the message:
has an active WhatsApp account.
is using the latest version of WhatsApp.
has accepted the new Terms of Service and Privacy Policy.
is not banned on WhatsApp or from a country where WhatsApp is banned.
Yes. However, app users in Turkey won’t be able to receive your messages. For businesses in Turkey who are looking to communicate with customers using a Turkish phone number, we recommend working with other WhatsApp BSP offering on-premise solutions like 360dialog. Learn more about country restrictions here.
To regain access to your Meta Business Manager account, you can learn how to reset your password and recover your email address or phone number here.
To regain access to your Meta Business Manager account, you can learn how to reset your password and recover your email address or phone number here.
Your WhatsApp Business API (WABA) account may be disabled for several reasons. Common issues include non-compliance with Meta's Commerce Policies and listing an invalid website. To appeal this decision, you should take the following steps:
Ensure Compliance with Meta's Commerce Policies: Review and align your business practices with Meta's guidelines. This is crucial for a successful appeal.
Ensure you have a Valid Website: Update your business information in the Meta Business Manager (MBM) to include a valid and clear website that showcases the nature and details of your business.
Prepare an Appeal: In the appeal dialogue, explain how your business uses WhatsApp for communication. Highlight that:
Messages are sent only to customers who have opted in.
All communications are relevant to your business and following WhatsApp's policies.
Learn how to request a review with Meta here.
This error may occur when you have recently deleted a Channel and tried to send a WhatsApp message template or start a new conversation using a different WhatsApp Business number. This is due to the credit line being released from your deleted Channel's phone number and redistributed to your remaining phone numbers. This process can take up to 5 minutes. We recommend waiting for 5 minutes before sending the message again.
This error will only occur if you have more than one number under the same Business Manager and those numbers are connected to the platform.
Can my WhatsApp API number connected to a WhatsApp Business Account (WABA) registered in Business Suite directly connect to IS-Messenger?
No, it is not possible for your WhatsApp API number that's connected to a WhatsApp Business Account (WABA) registered in Business Suite to directly connect to IS-Messenger.
