WhatsApp Integration Frequently Asked Questions

Find answers to common questions about managing your WhatsApp subscription, migrating numbers, understanding Meta's policies, and troubleshooting issues within your CRM.

Subscription & Account Status

Why does a message fail to send, stating the user's phone number is part of an experiment?
Meta periodically runs tests that may affect message delivery. If you attempt to send a marketing template message to a user selected for such a test, the message will not be sent, and you will not be charged. Delivery typically requires an existing, open customer service, marketing, or free-entry point conversation with that user.

Will unsubscribing from WhatsApp delete my phone numbers or templates?
No. Unsubscribing pauses your messaging capabilities but does not delete your connected WhatsApp phone numbers or approved message templates. They will be available again when you resubscribe.

What happens if I switch between different subscription purchase methods?
Switching between purchase methods, such as "Location Purchase" and "Agency Direct Deploy," does not affect your WhatsApp assets. Your numbers and templates will remain intact and be restored upon resubscription.

Can I send or receive messages with an inactive WhatsApp subscription?
No. All sending and receiving of WhatsApp messages is disabled while your subscription is inactive. Your data is preserved for when you reactivate the service.

What should I do if my numbers or templates are missing after resubscribing?
If your assets do not reappear after resubscription, please contact our support team for assistance in restoring them.

Are my workflows and automations preserved if I unsubscribe?
Yes. Any workflows or automations in your CRM that use WhatsApp templates will remain configured. They will resume normal function once you resubscribe, though you should reactivate promptly to avoid workflow disruptions.

Number Migration & Coexistence

How do I use my existing WhatsApp number with the CRM?
To connect a number already used with WhatsApp, you must first delete its associated WhatsApp account. In the WhatsApp app, navigate to Settings > Account > Delete my account. After this, you can proceed to add the number to your CRM's WhatsApp integration.

Can I use my number on both the WhatsApp Business App and the CRM simultaneously?
Yes, through a feature called Coexistence. This allows you to maintain your existing WhatsApp Business App account while also using the same number for advanced messaging via the CRM's integration with the WhatsApp Cloud API.

Will I lose my WhatsApp chat history when migrating my number?
Yes. Meta does not permit the transfer of chat history or other data between the WhatsApp Business App and the WhatsApp Business Platform (API). It is strongly recommended you back up your data before migration.

How do I back up my WhatsApp data before migrating?
Within the WhatsApp app, go to Settings > Chats > Chat backup. Follow the instructions to create a backup to a cloud service like Google Drive or iCloud.

Frequency Capping (India)

What is Frequency Capping on WhatsApp?
Meta has implemented Frequency Capping for the WhatsApp Business Platform. This policy limits the number of marketing messages a user with an Indian phone number (+91) can receive from all businesses combined within a specific period. The goal is to reduce spam and improve user experience.

How does Frequency Capping affect message delivery?
Delivery operates on a first-come, first-served basis per user. Once a user reaches their message limit from any businesses, subsequent marketing messages from your business will not be delivered until the cap resets.

Which types of messages are NOT subject to Frequency Capping?
The cap applies only to promotional/marketing templates that start a new conversation. It does not apply to:

• Session messages (support replies within an existing 24-hour service window).
• Conversations started when a user clicks a Click-to-WhatsApp ad.

Does Frequency Capping apply globally?
No. Currently, this policy only affects marketing messages sent to users with phone numbers from India (+91 country code).

Business Verification

What are the benefits of having a verified Facebook Business Manager?
A Meta-verified Facebook Business Manager account allows you to initiate an unlimited number of business conversations on WhatsApp.

What can I do while my Business Manager verification is pending?
While unverified, you can:

• Initiate up to 250 business conversations in a rolling 24-hour period.
• Respond without limit to any customer-initiated conversations.
• Add up to two WhatsApp business numbers to the unverified account.

What happens if my business verification fails?
If Meta does not approve your verification request, you can continue to operate under the limits for unverified accounts. You may also reapply for verification after addressing any issues Meta identified.