What you need to know about WhatsApp Business User Engagement
- Businesses may only contact people on WhatsApp if: (a) they have given you their mobile phone number; and (b) they have agreed to be contacted by you over WhatsApp. You are solely responsible for providing appropriate notices and disclosures to, and obtaining appropriate consents from, people.
- In order to send a WhatsApp message to a person, you must receive opt-in permission in-line and contextually during the relevant user flows. For example, to receive a receipt via WhatsApp, a person must opt in during a purchase flow. Opt-in obtained without context and in any manner not related to an action the user is already taking, does not comply with this policy.
- Opt-in permissions must display a visual element (e.g. a check box) next to the WhatsApp name and logo, with adjacent language clearly stating: (a) what type of information you will send to your customer; and (b) that you will message it via WhatsApp. You must give the person control over which WhatsApp number is used for the opt in, such as by giving the person the ability to edit the phone number.
- Businesses must respect all requests (either on or off WhatsApp) by a person to block, discontinue, or otherwise opt out of communications from you via WhatsApp, including removing that person from your contacts list.
- Businesses may only contact children on WhatsApp in compliance with applicable law.
Acceptable Message Types
- If a person initiates a chat with you, you may continue that conversation via the WhatsApp Channel for up to 24 hours after the last message sent to you by that person (“Customer Service Window”). Outside of the Customer Service Window, you may only send messages via approved Message Templates, for which we will charge the applicable rate.
- Any Message Templates must comply with WhatsApp’s terms and these policies. WhatsApp will review and approve all Message Templates.
- You may only send transactional notifications and initiate chats via approved Message Templates (as defined in our API Documentation), subject to applicable pricing.
- You may not send newsletters.
- You may not send advertising, marketing, or promotional messages.
- You may not build games or support playing of games in WhatsApp, including any interactive program for one or more players that involves skill, competition, and/or chance.
- Exclusions. The WhatsApp Business Solution may not be used to send any messages to or from the following countries and regions: Crimea, Cuba, Iran, North Korea, and Syria