1. Do we support Answering a specific message?  

    A: No, we don't support Answering a specific message

2. Do we support Stories?

    A: No, we don’t support WhatsApp stories (AKA WhatsApp Status). 

3. Do we support Interactive messages?

    A: Yes, but only in iOS, Android, and the web. 

         See: https://developers.facebook.com/docs/whatsapp/guides/interactive-messages/  

4. WA Read Receipts (the check marks under each message sent)?

    A: Yes. To activate the Read Receipts, navigate to Settings > WhatsApp, expand the General section of the specific WhatsApp channels, and toggle on the WhatsApp Read Receipt option. 

Re WhatsApp Messages and Conversations

1. Is there a limit on the number of messages sent in an open conversation?

    A: No, you may send as many messages as you wish.

2. When do open conversations get locked up for communication?

    A: After 24 hours from the last sent message the conversation will be locked.

3. Can a template be sent after a conversation is locked? 

     A:  Yes, as long as the template is approved by WhatsApp and the account is active.  

4. Can I see the agent’s name above the messages? 

A: Yes.  To activate this capability, navigate to Settings > WhatsApp module and select the relevant channel. In the General section of the channel’s settings, toggle the Show the agent’s name on messages. 

See more details about these features by clicking here for the guide. 

Re Attachments 

1. Why didn’t the customer receive the attachment I sent?

    A: When sending an attachment via WhatsApp, make sure the file size does not exceed the proper size.   

        For more information: https://developers.facebook.com/docs/whatsapp/on-premises/reference/media

Re WhatsApp templates

1. When composing a WhatsApp message, there are no templates to choose from – why is that?

    A: It seems your WhatsApp number is not properly connected. 

    You need to disconnect the account and reconnect it again.

     To disconnect, navigate to Settings > WhatsApp, and toggle OFF at the end of the line where this account is listed. 

     To create a new WhatsApp connection, click here for the guide.  

     Note: When disconnecting the line, template-related fields, such as friendlier names or variable default values, will be lost. 

2. How do you create a new template?

     A: For marketing or utility templates, click here

         For Authentication templates, click here.

         For General information about template management, click here. 

Re Error Messages

1. We received the message “Could not retrieve the phone number from contact store." – What is the reason?

    A: The WhatsApp number used is not in the most updated version. 

         To update your version, use the information in this link:    https://developers.facebook.com/docs/whatsapp/on-premises/changelog

2. After sending a message, we receive a “Message Undeliverable.” – What is the reason?

    A:  There are a few reasons for this message: 

1. The recipient doesn’t have a WhatsApp number/account.
2. The phone number is part of a WhatsApp experiment group. See more about this topic at this link: https://developers.facebook.com/docs/whatsapp/cloud-api/guides/experiments/ 
3. The recipient did not accept the new Terms of Service and Privacy Policy.