WhatsApp Business API is a powerful tool for brands to engage with their customers. However, brands can face restrictions, bans, or display name rejections if they don’t follow proper guidelines. This comprehensive guide will walk you through how to onboard your eCommerce brand correctly, avoid issues, and scale successfully on WhatsApp.
1. Correct Way to Onboard on WhatsApp API
To start using the WhatsApp API effectively, follow these essential steps:
Business Manager (BM) Setup & Verification:
Create a Business Manager (BM):
If you don’t have a BM, create one under your business name using an old Facebook account (preferably older than a few years).Verify Your Business Manager:
Ensure you have the correct business documents.
The business email domain should match your business website (e.g., [email protected]).
The business legal name should appear in the footer of your website.
Follow the BM Verification Process outlined here.
Avoid Common BM Issues:
Do not create a BM for a different business or industry. It should match the business for which you're using the WhatsApp API.
Restricted Categories: Ensure your business does not fall under restricted categories like alcohol, gambling, or medication. These categories cannot use WhatsApp API for messaging.
2. What to Ensure Before You Start Messaging
Before sending any messages on WhatsApp API, it's critical to follow these best practices:
Display Name Approval:
Ensure that your display name has been approved before attempting any broadcasts. The display name should match your business name and adhere to WhatsApp’s guidelines. If rejected, appeal the decision by following the steps in this guide.Verify Consent:
Obtain Explicit Consent: Always get consent before sending any promotional messages. You can collect consent via forms, website pop-ups, or during customer transactions.
Avoid Promotional Messages First: Your initial message should be utility-based, such as an order update or confirmation, to build trust. Do not send promotional messages first as it increases the risk of being reported.
Quality Rating Check:
Before a Broadcast: Always check your account’s quality rating. If it’s high, proceed with the broadcast. If it’s medium or low, wait for it to improve before sending any large messages.
Poor ratings could lead to restrictions, so ensure customer satisfaction with clear and engaging messages.
Opt-Out Option:
Always include a footer that allows customers to opt-out of receiving future messages, such as “Reply STOP to unsubscribe.” This reduces the chance of being reported or blocked by users.
3. How to Send Your First Broadcast
Start Small:
Initial Limit: Once your WhatsApp API is set up, your messaging limit starts low. Avoid blasting large volumes of messages initially.
Gradual Scaling: Send small batches of 200 messages on Day 1, Day 3, and Day 5. By the 6th day, you should reach a messaging limit of 10,000.
Limit Increase:
After reaching 10K messages, apply for the Meta Green Tick (verification) to boost your trust and improve message delivery rates. Learn how to apply for verification here.
Message Format:
Avoid using carousel templates for your first message as these cannot include footers for unsubscribing. Always use templates with a footer and make it clear that customers can opt out.
4. What to Do If Your Display Name Is Rejected
If your display name is rejected, don’t worry. Here’s what to do:
Check the Guidelines:
Review WhatsApp’s Display Name Guidelines to ensure your name meets the requirements.Appeal:
If your display name fits the guidelines, you can appeal the rejection. Follow the steps outlined in our guide on How to Appeal for Display Name Rejection.Reapply:
If your appeal is rejected again, adjust your display name to comply with WhatsApp’s policies and resubmit.
5. What to Do If Your Account Is Flagged
An account can be flagged for several reasons. If this happens:
Investigate the Cause:
Common reasons for flagging include:Sending promotional messages without consent.
Customers reporting or blocking your number.
Messaging too many users at once.
Improve Quality Rating:
Address the issue by focusing on customer satisfaction:Stop all broadcasts until your quality rating improves.
Send helpful, value-driven messages to customers.
Contact Support:
If you’re unsure why your account was flagged, contact WhatsApp support for clarity and guidance.
6. What to Do If Your Account Is Restricted
Restrictions can be placed if WhatsApp detects policy violations. Here’s how to address it:
Review Restriction Notices:
WhatsApp will provide a reason for the restriction. Understand what caused the restriction before proceeding.Submit an Appeal:
If you believe the restriction is a mistake, submit an appeal through the WhatsApp Business Manager. Ensure you include evidence showing your business complies with WhatsApp's policies.Fix Violations:
If your account was restricted due to policy violations, fix the issues (e.g., ensuring you have consent from users, avoiding restricted message formats like carousels) and resubmit your account for review.
7. Additional Tips for Long-Term Success
Avoid Over-Sending:
Sending too many messages in a short period can harm your account’s reputation. Keep your broadcasts well-paced and monitor quality.Keep Consent Records:
Always have proof of customer consent stored. In case of disputes or flags, having these records can help in resolving the issue quickly.Educate Your Team:
Make sure everyone involved in managing the WhatsApp API understands the importance of compliance and follows best practices.
By following these guidelines, your eCommerce brand can effectively use the WhatsApp Business API to engage with customers while avoiding bans, restrictions, or display name rejections. Always prioritize consent, quality, and compliance to build trust with your customers and maintain a healthy WhatsApp account.
Still need help?
Reach out to us on WhatsApp: https://wa.me/918595690644