General
Who owns the WhatsApp business account ?
The business owns its WhatsApp business account (WABA) and will see it in its Business Manager. Access to that WABA will automatically be shared with the Business Solution Provider (BSP) the business signed up with upon completion of the embedded ...
How to migrate a phone number to a different WABA?
If you would like to use the same phone number with another WABA, you could request a phone migration to our Support team. (This only applies for migrating the phone number from another BSP to Stella) Please note we could only migrate the number to a ...
What is the best practice if the number is associated with an IVR?
The phone number you used for registration must be able to receive SMS or voice calls directly. If your phone number is behind an IVR (interactive voice response), WhatsApp can share 1-2 phone numbers that the registration phone call will come from ...
How to upgrade messaging tiers?
You are automatically upgraded to a higher tier based on the volume and quality of the messages you send. Conversely, you can be downgraded if more of your messages are reported by users. Upgrades A business’s phone number is upgraded to the next ...
Why does my number keep having a low quality status?
This is because WhatsApp allows users to report spam or even block the WhatsApp number. When users do so, it will affect the quality of your number. To improve the quality rating, please only send messages compiling with WhatsApp policy, or reduce ...
Comparison between WhatsApp Business App and WhatsApp Business API
WhatsApp offers the following solutions for businesses looking to connect with their customers: WHATSAPP BUSINESS APP Small businesses can communicate with customers from a single device through a free-to-download app. WHATSAPP BUSINESS API ...
How can I obtain user opt-in for WhatsApp?
You may obtain the users' consent below: -During the online transaction process -While setting up user profiles and preferences -Via email, SMS, or within the mobile app -Via phone Interactive Voice Response (IVR) For detailed opt-in requirements, ...
How can a user tell the difference between a WhatsApp Business and a WhatsApp Business API-setup?
WhatsApp does not have many differentiators to distinguish a WhatsApp Business API-integration from a WhatsApp Business client so it is difficult for a user to find out that the integration is with the WhatsApp Business API. The only visual way to ...
What are possible reasons why my business might not get pre-approval?
Reasons your business might not get pre-approval are if the business is, or similar to, the categories below: a) You offer or sell -Illegal, prescription or recreation drugs, including marijuana -Tobacco products and related paraphernalia -Unsafe ...
Why couldn't I receive my image response in WhatsApp?
1. Check the image type: the image must be a valid image file format, such as .jpeg and .png. Other formats are not supported by WhatsApp. Please click here for more WhatsApp message type details. 2. Check if the file size is too large: if it is too ...
What things do I need to pass the WhatsApp sandbox environment?
The sandbox mode will be changed to live mode automatically once all the following verifications are verified or approved. Business Verification: Verified WABA Account: Approved Display Name: Approved Please click here for the details on how to check ...
Difference between Sandbox and Live Phone Number
Sandbox Live Service Expiry 30-day period only, if you do not get approval from all WhatsApp Checks, you will be terminated automatically. Until you plan to terminate. Availability Starts: Once setup is completed. Once three verifications are ...
Can you call the WhatsApp number that's already registered to use WhatsApp Business API?
No. If you place a WhatsApp call to a number using the WhatsApp Business API, it will appear to be invalid as the screenshot below.
How should I choose a phone number for WhatsApp?
You must use a valid phone number and include the country and area code. The phone number must be able to receive calls or SMS for account verification. There are 3 types of eligible phone numbers: - Landlines - Cell phones – can be used as long as ...
What countries can I reach with the WhatsApp Business API?
WhatsApp Business API allows you to reach just about every country in the world, all WhatsApp-enabled phone numbers have the ability to communicate with WhatsApp end users in any supported country. This is enabled by default, without the need to ...
Where could I submit WABA related issues?
You could submit the WABA related issues with our Customer Self Service Portal. You could also track your requests online in "My Area" after logging into the Customer Self Service Portal.
How to generate WABA namespace?
You could generate the namespace for your WABA in the WhatApp Integration. 1. Go to Integrations 2. Select your WhatsApp Integration 3. Click "Get Namespace" Button to generate your namespace
Where can I check my WABA tier and rate limit?
You can check your WABA tier and rate limit in the WhatsApp Manager if you are using the embedded sign-up to create and submit WhatsApp Account details. Please refer to the documentation here for more details.
Why is the messaging limit of my newly registered WABA "unavailable"?
This might occur if the WABA has not sent any message to the user yet. Please add a tree in your WhatsApp channel to send a message and test the chatbot. Please refer to the documentation here on how to create and add a new tree for your WhatsApp ...
What is the latest billing model for Mexican numbers?
WhatsApp started to experiment with a new pricing model in Mexico in February 2021. Under the new pricing model, Mexican numbers will be charged per conversation instead of per template message. For more information, please see the WhatsApp ...
How to find the WABA ID in Stella?
Please follow the procedure below to find your WABA ID: 1. Click "Integration" on the horizontal panel bar. 2. You will see a list of your connected integrations. 3. Click the WhatsApp integration you would like to check. 4. The Account ID is the ...
How to buy and add a new WhatsApp channel?
If you would like to buy and add a new WhatsApp number, please edit the number of WhatsApp pending channels on the subscription page: 1. Go to Settings and select Subscription in Billing 2. Click Change Subscription 3. Edit your pending WhatsApp ...
How to have users opt-in for WhatsApp Business API?
A user must first consent to receive messages in WhatsApp by opting in via WhatsApp or a third-party channel. This can be any channel your business uses to communicate with people — your WhatsApp thread, interactive voice response (IVR) flows, ...
Can we reuse the phone number previously submitted to WABA for our personal WhatsApp or WhatsApp business account?
Yes, please find the process of offboarding a phone number: If the number is registered with the embedded signup: 1. Head to the WhatsApp Business Account in Facebook Business Settings Page 2. Select the WhatsApp account that is tied to the phone ...
What is WhatsApp sandbox?
We’ve introduced the unverified trial experience with embedded signups to allow businesses to start messaging before they have completed the Business Verification. Previously, businesses couldn’t send any messages before getting verified. This meant ...
How can I set up a WhatsApp test channel with only one Facebook Business Manager account?
You can apply for one WABA with one Facebook Business Manager account. One WABA can then apply to 25 phone numbers, of which you can use one for the test channel. On Stella, you can use just one number and use Priority Group to do the test. Please ...
Are there any references if we are using the WhatsApp API directly?
If you are using the native WhatsApp API, please refer directly to the official WhatsApp documentation here. If you are using Postman for R&D and testing, you can go here to use the Postman collection provided by WhatsApp.
What is a WhatsApp Session Message?
WhatsApp defines a conversation as a 24-hour session of unlimited messaging between a person and a business. The 24-hour conversation session begins when: - A business-initiated message (templated messages) is delivered to a user, outside of a ...
How to send GIFs with WABA?
WhatsApp Business API currently does not support GIFs. For the supported content types, please click here to see the related documentation.
How to set up WhatsApp Business Account (WABA) with Stella?
Once you have subscribed to our reserved plan or a WhatsApp channel, you can connect your WABA on our Stella Chatbot Builder. You could start the WABA setup in Channels. Please refer to the guide here for connecting WABA with Stella and here for more ...
How to setup prefill message with wa.me link for my WhatsApp number?
WhatsApp's wa.me link allows you start a chat with someone without having their phone number saved in your phone's address book. Every WhatsApp is assigned to a unique URL look like this: https://wa.me/{CountryCode}{YourWhatsAppNumber}. e.g. ...
Where could we change the WhatsApp profile?
1. You may head to "Channels" on the top panel. 2. Click "Platform" on the left-hand side panel. 3. Click "Select File" to choose the profile photo you would like to upload like below. You can personalize your WhatsApp Business Profile via Stella. ...
Why is there code in the conversation history instead of the sticker?
Currently, WhatsApp Stickers only available in the conversation history of https://build.stellabot.com/. You could click view and download the Sticker. Please note you have to select "Sticker" and update the settings in the Auto Download Settings of ...
I can't register my phone number for WhatsApp Business API. What should I do?
The top reason why number registration will fail is that there is an active WhatsApp account or app associated with the number. Not only do you need to delete the app from your device, but you also will need to delete the WhatsApp account fully. To ...
How to generate a WhatsApp QR code?
There are two steps to creating a QR Code for your WhatsApp number: 1. Create a WhatsApp wa.me Link 2. Convert the wa.me Link to a QR Code You may create the wa.me link with a WhatsApp number in this format: https://wa.me/{CountryCode}{WhatsApp ...
Can we have a trial WhatsApp account?
WhatsApp is designed to be fully encrypted and a server is created for a specific WhatsApp number. Therefore, no trial WhatsApp account can be provided.
How could I verify my Facebook Business Manager?
You could start the Facebook Business verification in the Security Centre of Settings. 1. Go to Business settings. 2. Click Security Centre. 3. Click "Start Verification" under Business verification Please refer to this guide for more details.
What is Facebook Business Manager?
Facebook Business Manager helps advertisers integrate Facebook marketing efforts across their business and with external partners. You can use this free platform to: - Run and track your ads - Manage assets such as your Pages and ad accounts - Add an ...
Can we send animated stickers in WhatsApp?
Currently, WhatsApp Business API does not support sending animated stickers (even in .webp format).
What kind of personal identifiable information is captured when a user joins a chat on WhatsApp?
For WhatsApp, whenever a user joins the chat, Stella will capture the user's WhatsApp number and the profile display name.
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