WhatsApp Messaging FAQs

WhatsApp Frequently Asked Questions

What is WhatsApp?

WhatsApp is a free messaging app that allows users to send messages and share media across devices.It is the #1 texting app in 63 countries. It lets users exchange text, photo, audio and video messages with others across the globe for free, regardless of the recipient's device. It is owned by Meta, the technology conglomerate that also owns Facebook.

How can my contacts send my WhatsApp inbox a message?

Contacts can utilize their existing WhatsApp messaging app that they use for personal conversations. Your institution will appear within the app as a “Green tick” verified account. Your contacts will see that your institution is verified in WhatsApp and your Business display name is shown when communicating and is not just a nameless phone number.

How can we help our contacts know to message us?

Contacts can enter a phone number to message the institution
WhatsApp offers CTA ads or QR codes to open Whatsapp and begin a conversation.
You can advertise your WhatsApp accounts similar to that of a published SMS number on your existing channels

What is the "24 hour reply window"?

The 24-hour reply window for the WhatsApp Business API is a period during which businesses can send messages to users.

Here are the key details:

User-Initiated Conversations: When a user sends a message, the business has a 24-hour window to reply to that message
Business-Initiated Messages: If the business wants to send a message outside of the 24-hour window, they must use a pre-approved message template

Purpose: This policy is designed to encourage prompt responses from businesses and to prevent spam by limiting unsolicited messages. The 24-hour window helps ensure that users receive timely responses and maintain control over the conversation.

Can I use segments with WhatsApp?

Segments, Auto Reply and OOO will not be supported by WhatsApp initially.

What type of consent is needed for WhatsApp?

While Twilio does not require any initial message asking for consent, the initial message for WhatsApp will be an approved Meta Template that follows their guidelines. (https://business.whatsapp.com/policy#best_practices)

Twilio requires the same rules for WhatApp as SMS: You must get explicit opt-in from the contact, opt in must be obtained before a contact is messaged and you must have some record of that in case we are asked.

There are a number of rules about obtaining opt-in (https://developers.facebook.com/docs/whatsapp/overview/getting-opt-in) but the main ones are:

The client must state that contacts are opting in for whatsapp messages
The client must clearly state that said contact is opting in for messages from said client
The messages must comply with all applicable laws

How do you create a WhatsApp Template?

Templates are created and edited within Meta/Facebook Business Manager’s WhatsApp Manager: Manage Template.

Templates will be viewable within Cadence within a subsequent release.

Please refer to the Meta Guide for Templates and Template Types.

Is there number validation for WhatsApp?

Meta, WhatsApp’s parent company does not allow for validation of WhatsApp numbers and believes this is a breach of user’s privacy. WhatsApp recommends attempting to send a templated message to see if the number is an active.

Cadence will display if a number within Cadence is deemed to be a validated WhatsApp number.

Are there limits to WhatsApp Usage?

Meta imposes a limit described below.

You will be allowed to

Respond to unlimited contact-initiated conversations in 24-hour messaging windows.
Send business-initiated conversations to 250 unique contacts in a rolling 24-hour period per phone number.
Register up to 2 phone numbers.

Clients must complete Business Verification through Meta or “demonstrate a record of sending high-quality messages with a minimum of 1,000 conversations over 30 consecutive days” to increase their Meta Limit.

How do I import WhatsApp Numbers?

August 2024 - Imports are not currently supported. All incoming WhatsApp messages will be listed on a contact under the “WhatsApp Channel”

Future releases will include an Import and will allow for an import of non-domestic WhatsApp numbers. Domestic WhatsApp numbers will not be part of Imports.

What is a “Channel”?

Cadence was originally built to only allow domestic SMS capable numbers. Enhancements to Cadence will allow contacts to have multiple methods of communication listed under the same contact record as “Channels”

Currently only Mobile and WhatsApp are acceptable Channels.

Are analytics are available for WhatsApp?

August 2024 - No built in Cadence Analytics are available with the first release. Future releases will attempt to bring existing Cadence Analytics to the WhatsApp Channel.

How do we Verify our Company?

Meta provides instructions on how to verify the business portfolio on Facebook. This step may have been previously completed and is not part of the WhatsApp onboarding process. This is a step between you and Facebook. We are not able to provide help other than the link below.

https://www.facebook.com/business/help/2640149499569241

Why is Cadence integrating with WhatsApp:

Communication with international students remains a challenge when institutions are limited to the US SMS infrastructure, providing the ability for two-way text message conversations in Cadence for staff to communicate with international prospects and students at U.S. institutions is a must have. Attempting to accommodate for international SMS numbers would require significant development work, coupled with the service issues listed above, WhatsApp would provide service that is equal to the deliverability of domestic SMS for international contacts. WhatsApp is the most popular messaging app worldwide, with India as the largest market (#1 in 63 countries).
We offer a unified messaging experience by integrating WhatsApp into Cadence, thus allowing users to manage multiple messaging channels in one place. Strategically this allows institutions/users to expand their reach and use Mongoose to communicate with their international WhatsApp contacts directly without adding steps to their existing workflows.

What are WhatsApps rules regarding prohibitive content

WhatsApp Terms and Conditions list out specific prohibitive content that Cadence users must follow, including but not limited to:

Actively sending messages about Sales; Marketing; Promotions. (Any actions of a spamming nature are forbidden).
Prohibit topics including:
Firearms, Alcohol and tobacco, Drugs, Gambling, Medical and healthcare products, Endangered species (wildlife and plants), Live non-endangered animals excluding livestock, Hazardous goods and materials, Real, virtual, or fake currency, Body parts or fluids, Adult products and services, Dating services, Multi-level marketing, Payday loans/, debt collection
Don't share or ask people to share full-length individual payment card numbers, financial account numbers, personal ID card numbers, or other sensitive identifiers.
Don't use WhatsApp for telemedicine or to send or request any health information, if applicable regulations prohibit distribution of such information to systems that do not meet heightened requirements to handle health information.
Messages must not contain offensive content, sexually explicit materials or nudity,

How does Cadence integrate with WhatsApp

Cadence is using the WhatsApp Business API that is provided via Meta and Twilio our SMS gateway provider. This allows Mongoose to integrate WhatsApp fully into the product and have your WhatsApp inbox fit seamlessly into the existing Cadence UI.

What’s the benefit of using the Business API

The business API allows for Mongoose to add WhatsApp messages into Cadence. This centralizes WhatsApp communication in an already approved software (Cadence) - not de-centralized, untracked communication on individual phones. Multiple Cadence users can have conversations in the same WhatsApp inbox offering the same visibility that Shared Inboxes have.