General
May I know if WABA supports sending animated stickers?
Currently, WABA does not support sending animated stickers. You could refer to the WhatsApp documentation here for all supported response types.
Can we change another location of a deployed server?
Yes, you can click "Reset" to you restart the embedded signup flow of your WhatsApp channel. The old WABA channel will be archived and a new WABA channel will be created after reset. You could then click "Start WABA Setup" to start the WABA set up ...
Where can I check the details of low quality rating?
1. You could check the quality rating and Insights of the phone number in the WhatsApp Manager of FB business at https://business.facebook.com/settings/whatsapp-business-accounts/ 2, Click the Settings of the phone number and go to Insights 3. You ...
What is this new system message in my WhatsApp chats ? “This business works with other companies to manage this chat.”
Please note this is a new update from WhatsApp, so users will know this business is choosing Facebook or another company to help them manage and store their messages. For more details, please refer to the WhatsApp official documentation at ...
We noticed that for some messages we receive the WhatsApp Status Webhook (Sent, Delivered, Read) but for some others we receive only (Sent, Read) . Do you know why this happens?
This is an expected behaviour of WhatsApp, for a status to be read, it must have been delivered. In some scenarios, such as when a user is in the chat screen and a message arrives, the message is delivered and read almost simultaneously. In this or ...
Can we migrate the same phone number to another FBM?
Currently, WhatsApp does not support migrating the phone number to another WABA if they are from a different Facebook Business Manager. It is advised to get an entirely new number to register to the new FBM with the embedded signup.
What is the Message Sending Throughput (Messages Per Second) if using Cloud API?
The Message Sending Throughput is up to 250 messages per second for Cloud API. Please click here to see more details about Cloud API.
How long does it take to register a WABA?
It will take around 5 mins to create a new WABA, please follow the Step 1-8 of the embedded signup flow to create a new WABA. You could refer to the documentation here for the detailed steps.
What is WhatsApp Conversation-Based Pricing?
Starting February 1st, 2022, WhatsApp will switch from a notification-based pricing model to a conversation-based pricing model. Instead of being charged for notifications sent, businesses will be charged per conversation, which includes all messages ...
Can we still use this number to call?
Yes, you can still use the connected WhatsApp number to make phone calls.
How does WhatsApp verify the number?
WhatsApp will deliver registration codes via SMS or voice call. You will need to pick a different phone number if your phone number cannot be reached by either voice or SMS.
Where to check if my display name is approved?
You could click the "View" to check if the display name is approved in the WhatsApp Manager. If the display name is approved, your number is ready to connect in Stella.
How to disable 2FA?
You could go to the platform of your WhatsApp channel and click the disable button in the Two-Factor Verification section.
What is WhatsApp Business API?
WhatsApp Business API allows medium and large businesses to communicate with their customers at scale. Using the API, businesses can connect thousands of agents and bots to interact with customers programmatically and manually. You could check out ...
What should I do if receiving this error: (#1005) Access denied: Bad code when connecting a number?
This error is caused by there is a 2FA enabled for this number before, however since the WhatsApp server is now offline, so it was unsuccessful to reconnect the number. Please submit a ticket to contact Stella Support team, we will submit a ticket to ...
I don't have to pay for any message if it is within the 24 hour window?
Yes, if the customer initiates messaging with your WhatsApp business account, WhatsApp will not charge for any messages (including Templated Messages) that your WhatsApp business account send to that customer for up to 24 hours following the last ...
What should I do if receiving this error: The image file format (application/octet-stream) is not supported?
The image URL format you are using is not supported, therefore WhatsApp could not load and send the image to users from the URL. Please only use a valid image URL with HTTP/HTTP.
We have been waiting for a long time to be approved on Facebook Business Manager (FBM), what can we do?
If your Facebook Business Manager (FBM) review has been waiting for a long time, please submit a ticket to contact Stella Support with a screenshot to check the review status with Facebook. Please login to the Facebook security center ...
Can we edit the WhatsApp account information in the Channel area in Stella? Will it reflect on the WhatsApp number?
Yes, you could edit the channel name and description in Channel Info. The changes will only be applied in Stella but not reflect in the WhatsApp number.
Will WhatsApp send back incoming messages during that downtime after we restart the WABA docker after few hours?
Yes, if WhatsApp isn't able to deliver messages during the downtime, they would retry as soon as they reconnect to WhatsApp servers.
What should I do if receiving this error: "You can only create a limited number WhatsApp Business Accounts before your business and WhatsApp account verification is complete. You can create additional accounts after you are verified."
There could be 2 possible reasons for receiving this error: 1. You tried to create multiple WhatsApp Business Accounts under an unverified business. You can create additional WhatsApp Business Accounts only when Business Verification and WhatsApp ...
How to find the WABA ID in Facebook if we are using embedded signup?
You may select the Facebook Business account that you have created a WABA with the embedded signup before. Then, you could find the WABA and their ID in the WhatsApp Manager.
Will the WhatsApp Offical Business Account (green check) also migrate to the new WABA?
Yes, the Offical Business Account (green check) will transfer together with the phone number. Please note if two-factor authentication was ever enabled for this number, it needs to be disabled before the migration. For more details about two-factor ...
Why doesn't the image auto-download even though it is enabled in the WhatsApp settings?
In the user scenario, the image will not be auto-downloaded when the sender is not in their address book and they have not sent a message to this sender before. In the enterprise scenario, a business should use Message Templates when first engaging a ...
What is the use of the Reconnect button in the WhatsApp channel?
You use the Reconnect button to connect to the WABA number again with a verification code if you change the display name and the new display name has been approved. Please click here to see more details about Check Approval Status.
Can we change the connected WABA number?
Yes, you can click "Reset" to you restart the embedded signup flow of your WhatsApp channel. The old WABA channel will be archived and a new WABA channel will be created after reset. You could then click "Start WABA Setup" to start the WABA set up ...
How to connect LiveChat (Slack/ Zendesk) to my new WhatsApp channel?
To connect a new channel, you could add a pairing by clicking "+ New Channel Pairs" in Settings. Please select your new platform for Inlet Channel and select Slack/Zendesk for Outlet Channels.
How to save the WhatsApp location sent from the user?
You could use the following action to save the longitude, latitude, and address from the WhatsApp location. return new Promise((resolve)=>{ this.member.botMeta.tempData.long = this.lodash.get(this.messageEvent, ...
Why is the messaging limit tier of my number downgraded?
If your messaging limit tier of the number is downgraded (i.e. from 10K/24hr to 1K/24hr), it is because your number has been flagged before and didn't improve the message quality in 7 days. A flagged status occurs when the quality rating reaches a ...
What does the flagged status mean?
A flagged status occurs when the quality rating reaches a low state. Businesses cannot upgrade messaging limit tiers while in the Flagged status. If the message quality improves to a high or medium state and maintains this for 7 days, your status ...
What should I do if I receive this error: "There was an error verifying this phone number."?
This error means that the registration has been locked. In this case, please contact Stella Support and we will contact the WhatsApp team to reset the registration attempts for the number.
Can I change the WhatsApp number before Deployment?
Yes, you can change the number before the deployment. If your WABA is created with embedded signup, you should be able to access the WhatsApp Manager. Click the "Add Phone Number" on the top right corner to add the new number with the same display ...
What is a customer support/ care message?
Customer support/ care messages consist of two types of messages, the User-Initiated Messages, and the Business-Initiated Messages. Please click here for more details.
What can I do if the file name appear to be null?
You could add a file name parameter to the response to add the file name to a file. { "type": "FILE", "filename": "Test", "url": "https://file.pdf" }
What is two-factor verification?
You may use two-factor verification to add an extra layer of security to the WhatsApp Business API Client. When you have two-factor verification enabled, any attempt to register your phone number on WhatsApp must be accompanied by the six-digit PIN ...
Why there is no "two-factor verification" field for my WhatsApp number in Stella?
Please check if the WhatsApp number is still in sandbox mode. Stella only allows adding the Two-factor verification (2FA) if the number is live. Please click here to check more details on how to change a sandbox number to a live number.
What is a notification message?
A notification message is one of the use cases of business-initiated messages which is also known as a message template or templated message. Please click here for more information on notification messages.
Is there any minimum sending requirement for keeping the messaging tier?
Currently, there is no minimum sending requirement for keeping the messaging tier. Please note that the messaging tier will be downgraded if more of your messages are reported by users.
What is the phone number limit for a WABA?
By default, you can register 25 phone numbers per WhatsApp Business Account.
Why is my WhatsApp registered phone number showing up as offline?
If the account has not yet been verified, the number is eligible for an unverified trial experience for 30 days. During this time, the number can be registered and used to reach a limited number of users. Once the account and phone number display ...
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