FAQ | WhatsApp Business

Utilize tyntec’s FAQs to help solve any issues you may have. Additionally, learn about cloud communications, CPaaS, SMS for business, authentication, and more. If any questions arise while reading, don’t hesitate to contact us.

How Do I Know When to Refer to the WhatsApp Business Policy vs the FB Commerce Policy?

FAQs

WhatsApp Business

Getting Started

Overview

How Can I Find My Facebook Business Manager ID?

How Can I Get the API Key to Setup My WhatsApp Business Account?

How Do I Setup the Display Name for My WhatsApp Business Account?

How Can I “approve on Behalf” on My Facebook Business Manager?

Why Do I Need a Webhook and How Does It Work?

Can I Start Sending Messages Before My Business Is Verified?

How Many WhatsApp Business Accounts Can a Company Create Until It’s Verified?

How Long Does the Unverified Trial Last?

What Happens If the Trial Period Elapses and Business Verification Hasn’t Been Completed?

Can I Request an Expansion of My Trial Period?

Can a Display Name Review Rejection Affect My Trial Experience?

Why Has My Connect With Facebook Failed During the WhatsApp Onboarding?

Phone Numbers

Overview

How Many Phone Numbers Can Be Registered Per WhatsApp Business Profile?

Is It Possible to Port an External Number Outside of tyntec to Use WhatsApp?

How to Change a Phone Number for My WhatsApp Business Account?

Is It Possible to Onboard a Phone Number That Cannot Receive a Verification Call From Abroad?

What If My Phone Number Cannot Be Reached by Either Voice or SMS?

How Can I Use Toll-free or 1-800 Numbers for WhatsApp Business?

How Does the Provider Migration Work?

Which Phone Numbers Can Be Migrated?

Can I Migrate a Phone Number That Is Already Used on Whatsapp

Do I Have to Disconnect My WhatsApp Business Phone Number With My Current Provider?

Do I Have to Pay Extra for the Migration?

Is There Downtime During Migration?

Can I Migrate Several Numbers at Once?

Do I Have to Verify My Phone Number Again?

Will Message and Chat History Be Migrated?

Can the Business That Owns the Source Waba Take Back the Number After Migration?

Can I Check If a User’s Phone Number Is Enabled for WhatsApp?

Why Is My Business Number Blocked on WhatsApp?

Business Verification

Overview

What Are the Steps to Verify My Business?

Why Do I Need to Go Through Business Verification to Create My WhatsApp Account?

What Is Checked in the Business Verification Phase?

What Are the Common Issues With Business Verification?

What If a Business Is Already Verified?

Why Can’t My Business Be Verified?

Integrations & Testing

Overview

How Can I Try Out tyntec’s WhatsApp Business?

What Integration Options Does tyntec Support?

Message Types & Templates

Overview

How Can I Create and Submit Message Templates?

What Type of Messaging Is Supported on the WhatsApp Business API?

Does tyntec Support Media Message Templates for WhatsApp?

How Can I Submit Message Templates With tyntec?

What Are the Supported Languages for Message Templates?

What Information Do I Have to Submit for Media Message Template Approval?

How Much Do Media Message Templates Cost?

What Kind of Formatting Is Possible With Message Templates?

What Are the Character Limits With Media Message Templates?

How Do the Dynamic Variables in Message Templates Work?

Why Can’t I Edit My Already Submitted Templates?

What Are the Reasons My Templated Messages Fail and How to Solve This?

Can I Get IDS for Message Templates?

Does WhatsApp Approve Messages During the “support Window”?

Can We Receive the Live Location From Our Customers?

Your WhatsApp Account

Overview

How Do I Send My First WhatsApp Message Via tyntec?

How Can I Update My WhatsApp Business Profile?

How Can I Add a WhatsApp Conversation Button on My Website?

Can I Deactivate My WhatsApp Business Profile Temporarily?

How Can I Check the Message Delivery Status (successful/unsuccessful)?

How Will WhatsApp Enforce Human Their Escalation Policy?

Compliance & GDPR, Opt-Ins

Overview

What Is tyntec’s Role in Data Privacy, Security, and GDPR Compliance?

Where Is a Client’s Customer Data Being Stored?

Is Personal Data Being Stored on European Servers?

How Should I Implement Opt-In for WhatsApp?

If a Customer Reaches Out for Support, Does That Count As an Opt-in?

If a Business Promotes Calling to Collect Customer Numbers, Does This Count As an Opt-in?

Does WhatsApp Monitor Whether a Business Is Following Its Opt-In Policies?

Is tyntec PCI Compliant?

Does tyntec Keep Phone Numbers and Even Message Content After the Messages Are Fully Delivered?

Pricing

Overview

How Much Does tyntec Charge for WhatsApp Business?

Why Does tyntec Charge Monthly Fees for WhatsApp Business?

What Is WhatsApp Conversation-based Pricing?

Will All WhatsApp Business Profiles Billed by tyntec Receive 1,000 Free Conversations?

Do Conversations From Click-to-Chat and Facebook Page CTAs Count Toward the Monthly 1,000 Free Conversations?

Can I Upgrade / Downgrade My Plan?

How Can I See How Many Monthly Active Contacts Have Been Used?

Why Were 24 Hours Chosen As the Conversation Window?

Will the Company Be Charged If It Sends More Than One Message Template During the 24-hour Session?

Will the Conversation Be Charged If a Business Receives a Message From a User but Does Not Reply?

Will the Business Be Charged for a Message That Is Not Delivered Until After the Session Closes?

Will the Conversation-based Pricing Model Affect the Messenger API for Facebook and Instagram?

Will WhatsApp Continue to Have Tiered Pricing Based on Volume?

How Can a Business Estimate Expected Charges Under the New Model?

Does the Customer Support Window Still Apply in the New Pricing Model?

Payments & Billing

Overview

How Is My WhatsApp Business Profile Billed?

How Can I Pay My tyntec Invoice?

Where Can I Find Financial Reports Related to tyntec’s Charges?

ISVs & Technical Integrators

Overview

Does tyntec Provide an ISV Program for WhatsApp Business API?

What’s tyntec’s ISV Business Model for WhatsApp Business API?

In Case I Don’t Have Any Customers Yet for WhatsApp, Can I Already Apply to Become an Isv?

How Does the Onboarding for My Clients Look Like?

How Can I Migrate a WhatsApp Account From Another BSP to tyntec?

Can Third-party Partners (ISVS) Use the Embedded Signup Flow on Their Website?

Can I Add Additional Phone Numbers to My Clients’ WhatsApp Business Profiles?

How Can I Check the Account Status of Each of My Clients?

How Can I Update/modify a Business Account on Behalf of My Clients?

Are There Any Commerce Restrictions That Prevent Me From Offering WhatsApp to Specific Industries?

How Can I Manage the Verification Code With an IVR?

WhatsApp Commerce Policy

Overview

Where Can I Find Out Which Verticals Are Not Allowed on WhatsApp?

What Have Been the Main Changes in WhatsApp Commerce Policy Since January 15th, 2021?

Does This Policy of Not Conducting Sales Transactions Apply …

How Do I Know When to Refer to the WhatsApp Business Policy vs the FB Commerce Policy?

Where Can I Find the List of Prohibited Goods and Services That Cannot Be Sold …

Is It Possible to Transact in the Sale of Goods / Services …

What Does It Mean That Businesses Cannot Use WhatsApp Business Solutions to Transact …

What Industries in the Health Sector Are Allowed on WhatsApp?

Why Are Health Businesses Now Being Allowed to Onboard Onto the WhatsApp Business API …

Can Pharmacies Now Be Onboarded to the API?

Is Telemedicine Allowed on the WhatsApp Business API?

Does WhatsApp Allow Games In-thread?

What If a Customer Initiates a Conversation About Purchasing a Good or Service …

Can Previously Removed Clients Be Allowed Back on the API? …

Performance

Overview

What Are Quality Rating and Messaging Limits?

What Is tyntec’s Throughput for WhatsApp?

How do I know when to refer to the WhatsApp Business Policy vs the FB Commerce Policy?

Businesses need to adhere to both policies, but they cover different things.

    • The WhatsApp Business policy governs which business models and verticals are allowed to onboard and use the business platforms for messaging.

    • The Commerce policy will only be used to govern whether businesses can sell their products/services within message threads, Business Profile and the API’s message templates on WhatsApp’s Business Solutions.

    Failure to comply with both policies may result in your organization being prohibited from using the WhatsApp Business Products.