- Is two-way messaging possible with WhatsApp?
- Is there a limit to the number of WhatsApp messages I can send?
- Can I send group messages via WhatsApp?
- Do customers need to opt-in to receive WhatsApp messages from my business?
- Can I send messages outside the 24-hour window?
Is two-way messaging possible with WhatsApp?
Yes, it is. WhatsApp Business differentiates between conversations that are initiated by your business and conversations that are initiated by the customer. When you initiate a conversation with your customer you are limited to the use of pre-approved message templates. Whenever your customer initiates a conversation or replies to your message template however, a 24-hour support window will open during which you are able to communicate freely with your customer. These messages are called session messages and the 24-hour window is reset every time you receive a new reply from the customer.
You can read more about Message Templates and Session Messages here: What is the difference between Message Template and Template Message?
Is there a limit to the number of WhatsApp messages I can send?
Limitations from WhatsApp
There is a limit to the number of messages you can send, the daily limit is based on which tier you are in.
- Tier 1: Allows your company to send messages to 1K customers per day.
- Tier 2: Allows your company to send messages to 10K customers per day.
- Tier 3: Allows your company to send messages to 100K customers per day.
Every account starts with Tier 1, the account will be automatically upgraded to the next tier if the quality rating is not in the red state, and it sends 2x the number of messages of its current limit in a maximum window of 7 days. It is currently not yet possible to check your quality rating in the MessageBird platform.
Unfortunately, Facebook does not provide information on when an account has been restricted, because of this we cannot proactively inform you on this. If you believe that your account has been restricted, please contact our support team with the WhatsApp channel name and the email that is linked to your account so that we can check this for you. More details about the tiers and quality ratings can be found here.
Note: The earliest your tier can be updated is after 2 days. This cannot be done manually.
Limitations for Inbox customers
Bear in mind that if you are using our Inbox solution, there is a limited number of Monthly Active Contacts (MAC) included in your plan. If you go over this limit, you will be charged for the overuse separately. You can find more information about Monthly Active Contacts here: Monthly Active Contacts Pricing
Can I send group messages via WhatsApp?
Group messaging for the WhatsApp Business API is currently not supported by Facebook
Do customers need to opt-in to receive WhatsApp messages from my business?
If you want to initiate a conversation with your customers using a Message Template, your customers will need to have shared their mobile phone number with your business and opted in to receive messages. Your customers are also free to initiate a conversation with you, without previously having opted in.
Can I send messages outside the 24-hour window?
In order for you to initiate a conversation outside of the 24-window, you need to send a Message Template. Message Templates must be pre-approved by Facebook before you can use these to prevent companies from sending unapproved messages to their customers. Read more here about Message Templates and how to use them: Message Templates guidelines