Guidelines

Below are areas where we would like to put some emphasis on when your business determines how best to utilize the WhatsApp platform.

Process

Tech integration

Please see the Getting Started guide for information about onboarding and registration. If you have questions on the integration or onboarding, feel free to contact us.

Testing expectations

After you have finished the integration of the WhatsApp Business API with your internal systems and you are ready to start messaging with your customers over WhatsApp, please follow these guidelines:

  • Respond to all customers within 2 days (48 hours).
  • Respond to inquiries about this test with the agreed FAQs attached to this document.
  • Do not send duplicate notifications to multiple channels.
  • Abide by our policies, outlined in the WhatsApp Business Policy.
  • Avoid sending spam by following the expectations above.
  • If we detect that you have violated any of our guidelines or policies, we reserve the right to limit or remove your access to WhatsApp.

Roll-out strategy

Please make sure to phase your rollout to external users so you can identify and resolve technical issues as they arise. The rollout strategy below is not required but recommended.

We strongly recommend that you start sending and receiving messages with internal employees first to check that the system is working and to prevent negative experiences for your customers.

Once this is done, roll out to 1-5% of your users and make sure that any technical issues are fixed.

From there, you can periodically increase the rollout to 10%, 25%, 50%, 75%, and then 100% of your user base.

This phased rollout can help can help you understand and iterate to provide the best user experience.