WhatsApp Business API FAQ

The Business App is a free phone app for one user on a single device, ideal for small message volumes. WhatsApp Business API connects to a CRM like Web HelloCRM, supporting many agents at once, automation, chatbots, and large-scale broadcasts using pre-approved templates.

Businesses that need to message many customers, run automated flows, let a whole team reply from one number, or integrate WhatsApp with a CRM. If you have outgrown the WhatsApp Business App, WABA is the next step.

Connecting your number usually takes just a few minutes.

A Facebook Business Manager account, a phone number that can receive a one-time verification code (either a fresh number, or — with Coexistence mode — the number you already use on the WhatsApp Business App), a registered business, and a display name that follows Meta's naming policy.

No. The number only needs to receive a one-time verification code by SMS or call during setup. After that, the SIM is not required for the API to keep working.

Yes — with Coexistence mode the same number runs on both the WhatsApp Business App and the API at the same time, so your team can reply through Web HelloCRM while you still use the app on your phone. Without Coexistence, a number can only be active in one place at a time.

Yes. You can delete the number from the API and re-register it in the Business App, but you will lose API features and chat history will not transfer.

Yes, you can register a different number. Note that the messaging limit and quality rating start fresh on the new number.

Yes. Meta bills per 24-hour conversation, with rates that vary by country and category (marketing, utility, authentication, service). Service conversations started by the customer are often free within Meta's monthly allowance.

There are two parts: your Web HelloCRM subscription, plus Meta's conversation charges. We deduct Meta usage from your conversation balance as messages are sent.

Yes — visit our Pricing page or contact us to start a trial and test WhatsApp Business API with your own number.

Yes. Meta sets a messaging limit tier (for example 250, 1K, 10K, 100K, or unlimited new contacts per 24 hours) based on your quality rating and verification. It increases automatically as you send quality messages.

Common reasons: the number is not on WhatsApp, the customer blocked you, the number format is wrong, or you are outside the 24-hour window and trying to send a non-template message.

The number may be invalid or inactive, the device was offline, the customer blocked you, or your template or quality was restricted. You can check delivery status in the chat or report.

Yes. Web HelloCRM lets you schedule broadcasts to send automatically at a chosen date and time.

Yes. Use template variables such as customer name or order number so each recipient gets a personalized message.

Usually a policy issue: promotional content in a utility template, variable or placeholder errors, prohibited content, or unclear and spammy wording. Fix the issue and resubmit.

Often within minutes, but it can take up to 24 hours.

You can edit a template a limited number of times; each edit sends it back for re-approval. Many businesses simply create a new template instead.

High negative feedback (blocks and reports) on a template lowers its quality, and Meta may pause or disable it. Improve the content and targeting to recover it.

Yes. You can import contacts into Web HelloCRM, but only message people who expect to hear from you (opt-in) to protect your quality rating.

Technically you can message any valid WhatsApp number, but you should only message users who have opted in. Cold, unsolicited messaging leads to blocks, low quality, and bans.

The number may not have WhatsApp, may have been deactivated, or may be temporarily unable to receive messages.

Yes. You can build multi-step chatbot flows visually in Web HelloCRM to qualify leads, answer common questions, and route customers.

Yes. Chats can be assigned to specific agents so the right person handles each customer.

Yes. This is a core benefit of the API — your whole team can reply from one number at the same time.

Meta is reviewing your documents. This usually takes 1–3 business days, sometimes longer. Make sure your business name, address, and documents all match.

Usually mismatched or unclear business details, an unsupported document, or a business name that does not match official records. Correct the details and resubmit.

Too many blocks or reports, or low-quality sending, dropped your quality rating, so Meta lowered your limit. Send fewer, more relevant, opted-in messages to recover.

Message only opted-in customers, send relevant content, avoid spammy frequency, personalize your messages, and make it easy to opt out. Quality recovers over time with good behavior.

Common causes are violating Meta's Business or Commerce policies, mass unsolicited messaging, high block rates, or prohibited content. Review the policy, fix the cause, and you may be able to appeal in Business Manager.

Only message people who opted in, keep your frequency reasonable, send useful and relevant content, and always offer a clear way to stop.

Yes. WABA supports webhooks for inbound messages and status updates, and Web HelloCRM also offers developer webhooks for your own integrations.

Yes. You can connect multiple WABA numbers under one account, subject to your plan's channel limit.

Yes. Because the API is not tied to a phone, your whole team can access it from any device through Web HelloCRM.

Yes. WABA numbers can be moved between providers (Tech Providers / BSPs) without losing the number, though some settings need to be re-configured.

With Coexistence mode your recent WhatsApp Business App chats sync into the API, so you keep context. With a full migration (without Coexistence), older chat history from the phone app does not transfer, so back up any important chats first. Either way, new conversations are stored in Web HelloCRM going forward.

Open the WABA settings in your dashboard and use Reconnect to re-authorize the number. If the issue persists, contact our support team.

Add funds to your conversation balance from the billing or subscription area in your dashboard; usage is deducted automatically as messages are sent.

Check the WABA reports or usage section in your dashboard for conversation counts and costs.

Common causes: your conversation balance ran out, you reached your messaging limit, your quality dropped, or a template was paused. Check the broadcast log for the exact reason.

Each message shows sent, delivered, and read ticks in the chatroom, and you can view full delivery reports in the broadcast log.

In the WABA settings, select the number and use Remove or Disconnect. This frees the number and stops messaging through it.