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Messaging limits determine how many users your business can send messages to on a daily basis. This includes new conversations as well as existing conversations with users. The messaging limit does NOT limit the number of messages your business can send, just the number of users you are trying to send messages to. It also does NOT apply to messages sent in response to a user-initiated message within a 24-hour period.   Messaging limits are divided into several tiers: Tier 1: Allows your business to send messages to 1K unique customers in a rolling 24-hour period. Tier 2: Allows your business to send messages to 10K unique customers in a rolling 24-hour period. Tier 3: Allows your business to send messages to 100K unique customers in a rolling 24-hour period. Tier 4: Allows your phone number to have unlimited business-initiated conversations in a rolling 24-hour period. Note: A business starts in Tier 1 when it registers its phone number with WhatsApp.     A business’ phone number will be upgraded to the next tier if: Its quality rating is not low, and The cumulative number of users it sends notifications to adds up to twice its current messaging limit within a 7-day period. Once the business reaches this threshold, it will be moved to the next tier. The minimum amount of time that this upgrade can occur is after 48 hours, when the business is sending messages up to their current limit every day. The charts below show examples of how a business might move to the next tier.   Example 1: A business is upgraded from Tier 1 to Tier 2 when it messages a total of 2,000 users within a 7-day period.   Example 2: The chart explains the concept of messaging limit in a rolling 24-hour window.   Learn how you can send WhatsApp messages to your customers easily and securely using the Sinch WhatsApp Business API. ... View more

There are different statuses for phone numbers that usually refer to its connection status (for example, Connected, Offline, etc.). Occasionally, a phone number may show one of two particular statuses that are related to quality and messaging limits: Flagged and Restricted. Flagged - When the quality rating reaches a low state, the phone number is moved to a Flagged status. If the message quality improves to a high or medium state and continues to maintain this for the next 7 days, the phone number will return to a Connected status. If the quality rating does not improve, the number will return to a Connected status but with a lower messaging limit imposed on it. Restricted - Phone numbers that reach their messaging limit are moved to a Restricted status. During a Restricted phase, the number will be unable to send any notification messages until the 24-hour window for sending messages is reset. They can still respond to any messages initiated by users. You will receive a notification in the Business Manager if a phone number status from your WhatsApp business account(s) changes to Flagged or Restricted. If your messaging limit changes, you will also receive a notification about this change.   Other phone number statuses include: Pending - This is when a business first sets up a phone number that hasn’t yet been registered. Connected - The phone number is online and functioning normally. Offline - The phone number is currently not reachable by WhatsApp servers or is not otherwise online. Learn how you can send WhatsApp messages to your customers easily and securely using the Sinch WhatsApp Business API. ... View more

Before you can message a customer using WhatsApp, you must collect their opt-In (i.e. consent) to comply with both WhatsApp requirements and GDPR regulations.  This can be done via Online, SMS, Email etc.     Please refer to the WhatsApp Opt-in Examples document for various opt-in examples.   Learn how you can send WhatsApp messages to your customers easily and securely using the Sinch WhatsApp Business API. ... View more

Opt-In can be repeated for the number without any issue. If the subscriber has the WhatsApp Business API on their blocked sender list then they will need to remove it to receive messages. The API offers no ability to override the subscribers Block List.   Refer to the Opt-In-and-Outs section of the WhatsApp API Documentation to learn more.   Learn how you can send WhatsApp messages to your customers easily and securely using the Sinch WhatsApp Business API. ... View more

As of June 30th, 2022, the Sinch WhatsApp Business Messaging API does not check whether recipients have opted in or out before sending messages. It is the user's responsibility to ensure that the recipient has opted in before sending.   In order to collect, record, and act upon opt-out requests, you can include an opt-out button in any Marketing message templates you create. You can record the user's interaction with this button, and update your backend systems accordingly.   For more information on the opt-in and opt-out requirements for WhatsApp messages, see the WhatsApp Business Policy.   Learn more about the Sinch WhatsApp Business API. ... View more

The rich content Session Messages (messages sent within a customer care session) support the media types detailed on the Media message page of the Conversation API docs.   A message template can include a document, image, or video, but not an audio file or a sticker.   Learn more about the Sinch WhatsApp Business API. ... View more

Yes, but this requires an additional manual process. As part of the onboarding process, Sinch will be required to ensure that the MSISDN is not already associated with a WhatsApp account. If it is, we’ll need to deprovision the number. Therefore, the entire process can take longer than it would to onboard a new MSISDN.   Learn more about the Sinch WhatsApp Business API. ... View more

A customer can port a number from another Business Solution Provider as long as: The customer owns the number. The number is not a toll-free number. The customer will need to contact their existing Business Solution Provider and disable two-factor authentication for the number. Then, the customer will work with their Sinch Account Manager to migrate the number.   Learn more about the Sinch WhatsApp Business API. ... View more

Yes. A simple tutorial and associated sandbox to enable a developer to send their first WhatsApp business API message are available: https://www.sinch.com/blog/whatsapp-business-api-tutorial/   The Sandbox uses a WhatsApp Account and MSISDN owned by Sinch so this testing can happen before the WhatsApp validation of a customer's individual account.   Learn more about how you can send WhatsApp messages to your customers easily and securely using the Sinch WhatsApp Business API. ... View more

If the business is initiating the conversation and there is no open customer care session, then it must always begin with sending an approved message template. This will begin a business-initiated conversation in the same category of the message template (either utility, authentication, or marketing), and you will be charged based on the category of the conversation.   If there is no active conversation in place, but there is an open customer care session, the business can respond using a non-templated message. This will begin a service conversation (referred to as a user-initiated conversation prior to June 1, 2023). During a service conversation, only non-templated messages can be sent. If you send a template message, this will initiate a new conversation that corresponds to the category of your template (authentication, utility, or marketing), and you will be billed accordingly.   Learn more about the Sinch WhatsApp Business API. ... View more

The DLRs are dispatched to the webhooks configured for your corresponding Conversation API app. Refer to the Message support documentation for the WhatsApp channel of the Conversation API for more specific details about how these DLRs work with the WhatsApp channel.   For more general information about the Conversation API, refer to the Conversation API callbacks section of Sinch Developer Documentation.   Learn more about how you can use the Sinch WhatsApp Business API to send messages easily and securely. ... View more

What are the key factors influencing WhatsApp price? The offered price depends on the number of APIs you are using and the total messaging traffic you will process on a monthly basis. Also, using the WhatsApp service along with the Sinch SaaS solution, may affect your price.   Does the client select a tier on the Sinch WhatsApp Pricing Plan? Yes, the client selects a tier, but they may change this as often as they wish. The new tier selection will be activated at the start of the next month's billing cycle.   How does Sinch charge for messages sent during a service conversation? When your customer sends a message to you for any inquiry, these messages are not charged. Assuming there is no active conversation in progress, sending your new response to the customer will trigger a new service conversation; you will be billed for this conversation once your response is delivered. Thereafter, you will have 24 hours to send additional non-templated messages to this customer without incurring additional cost.   Note: You are only able to send non-templated messages during a service conversation, as a templated message will begin a conversation in the corresponding business category (utility, authentication, or marketing).   What kind of conversations do templated messages initiate? A business can send a message to an end-user using a template message that belongs to one of the following categories: utility, authentication, or marketing. Once this message is delivered, a conversation in the same category of the template begins (assuming there is no existing conversation in the same category). This conversation lasts 24 hours.   Facebook charges for the first message that initiates the conversation at the corresponding conversation category rate. Any new non-template messages that the business sends to the same end-user during the 24-hour period do not incur additional charges, regardless of whether or not the end-user replies. The business can send as many non-template messages to the end-user as desired during this 24-hour period.   Note: If you send a template message, and an existing conversation in the template message's category does not already exist, a new conversation will start. If you send a template message while there is already a conversation in progress, and the category of the template and the category of the open conversation do not match, a new conversation will begin in the category of the template.   What is a service conversation? If a customer has sent a message outside of an existing conversation window, a business can send a response to that end-user. Once this message is delivered, a service conversation, which lasts 24 hours, begins. Facebook charges for the first response (sent by the business) that initiates the conversation at the service conversation rate. Any new non-template messages that the business sends to the same end-user during the 24-hour period do not incur additional charges, regardless of whether or not the end-user sends additional replies. The business can send as many non-template messages to the end-user as desired during this 24-hour period.   Note: You are only able to send non-templated messages during a service conversation, as a templated message will begin a conversation in the corresponding business category (utility, authentication, or marketing). A service conversation will still last 24 hours.   What does "Included Template Message Definitions" Mean? See our article on including template message definitions for more information.   Click here for more information about the Sinch WhatsApp Business API. ... View more

Starting mid September 2021, Meta opened up the WhatsApp service, allowing you to send both promotional messages as well as transactional template messages, worldwide.   You must use approved message templates to send these messages. For transactional messages, use utility as the category for the message template. For promotional messages, use marketing as the category for the message template. For two-factor authentication, use authentication as the category for the message template.   Learn more about how you can use the Sinch WhatsApp Business API to send messages easily and securely. ... View more

No. As of June 6, 2021, the TTL parameter was deprecated for Template Messages.   Learn more about how you can use the Sinch WhatsApp Business API to send messages easily and securely. ... View more

Yes, enterprises can send multiple WhatsApp template messages outside a customer care session. These can be sent as part of business-initiated conversations. However, As of June 1, 2023, the business-initiated conversation category has been split into three new categories (each with their own pricing structure): utility, authentication, and marketing conversations. All templates used to begin business-initiated conversations will be associated with one of those three categories, and all of the above-mentioned conversations will still last 24 hours.   If you send a template message, and an existing conversation in the template message's category does not already exist, a new conversation will start. If you send a template message while there is already a conversation in progress, and the category of the template and the category of the open conversation do not match, a new conversation will begin in the category of the template. Finally, any template messages sent during a service conversation (referred to as a user-initiated conversation prior to June 1, 2023) will begin a new conversation in the category associated with the template.   Learn more about how you can use the Sinch WhatsApp Business API to send messages easily and securely. ... View more