1. Create a Facebook Business Manager account.
2. Obtain the Business Account ID:
   1. Log in to the Business Manager.
   2. Go to Business Settings > Business Info.
   3. The ID will be right below the business name.
3. Set the name of your company and the WhatsApp number you want to activate.

1. Go to business.facebook.com.
2. Click on Create Account.
3. Enter:
   1. Company name.
   2. Name and address of the person in charge.
   3. Professional email.
4. Click on Continue, fill in the company details, and finish by clicking Submit.

⚠️ Attention: The process is managed by Meta, the company responsible for Facebook, Instagram, and WhatsApp.

The ID is the unique identification number of your business account in Business Manager. It allows you to:

• Uniquely identify your business.
• Share data between accounts and connected applications.
• Add personal accounts to the Business Manager.

To find it:

1. Go to Facebook Business Manager.
2. Navigate to Business Settings > Business Info.
3. The ID will be visible right below the business name.

To turn your line into an Official Business Account (with the green checkmark), follow these steps:

1. Comply with WhatsApp’s policies:
   • WhatsApp Commerce Policy.
   • WhatsApp Business Messaging Policy.

• Be a publicly recognized brand.
• Complete the company verification by Meta.
• Have the display name approved.
• Enable two-factor authentication (2FA) for the phone number.

After submitting the request, you will be notified about the result of the review.

⚠️ Attention: The final decision on verification is made by Meta.

If you need assistance, please contact Zoe via chat on Zenvia Customer Cloud.

The review and approval of message templates (HSM) are done exclusively by the WhatsApp team. Zenvia does not interfere in the approval or disapproval process.

The estimated time for approval of a message template is up to 5 business days, according to WhatsApp/Facebook's review.

If your template was rejected, you can edit it or create a new one to request a new review. Below, we list the main reasons for rejection:

1. Content does not follow WhatsApp Business Policies:
   • Promotional content outside the policies or unsolicited messages are not allowed.
   • Words that indicate SPAM can cause rejection.
   • Create messages that offer real value to the customer, considering the end user's experience.
2. Floating parameters:
   • Templates containing only parameters without text may be rejected.
   • Formatting errors:
   • Check for spelling errors, variable formats (such as missing curly braces {}), and other structural issues.
3. Violation of WhatsApp Business Policy:
   • Messages related to criminal activities, offensive content, or that violate policy criteria are prohibited.
   • Products or services traded must comply with the WhatsApp Commercial Policy.

To review WhatsApp's policies, visit the WhatsApp Business Messaging Policy.

With the template approved, you can use it in Zenvia Customer Cloud to communicate with your customers.

Best practices when using message templates:

• Opt-in: Make sure the customer has authorized receiving notifications.
• Clear identification: Include the company name in the messages.
• Compliance: Strictly follow the WhatsApp Business Messaging Policy to avoid penalties.
• Opt-out: Provide a clear option for customers to unsubscribe from receiving messages.

Yes, it is possible to edit templates in the Approved, Rejected, or Paused states, with the following limitations:

• One edit per day.
• Up to 10 edits per month per template.

If you no longer wish to use an approved or rejected message template, you can delete it.

⚠️ Attention: Deleting templates is permanent and irreversible.

The media (image, audio, video, or document) is sent at the time the message is sent, whether via broadcasts or support in Zenvia Customer Cloud. During template creation, just specify the type of media that will be attached.

No. WhatsApp does not review the content of the media. However, it is recommended to follow the rules of permitted content.

Even during instabilities or interruptions, messages are queued. Once the service is restored, the queued messages are sent automatically. No message is discarded.

Meta offers a WhatsApp Business API status page with real-time information about availability, latency, and interruptions.

Messages with errors will have a "pending" status, allowing you to track and manage them directly within the platform.

WhatsApp may limit the number of marketing messages a person receives from a business within a specific time frame. These limitations start with a small number of conversations that are less likely to be read. Soon, WhatsApp will also reduce message delivery to users who are less likely to interact with them. If the limit is exceeded, the message will not be delivered, and the API will return error code 131026.

Important points:

• New send: The limit only applies to messages that would initiate a new marketing conversation.
• Active conversation: Within an open conversation, new messages can be sent as long as the user interacts.

Example:

An initial message opens a marketing conversation with a 24-hour duration. New messages can be sent within the same conversation if the user responds or interacts.
Learn more at Marketing Message Template Limit per User.

• Understand the reason: Monitor the error codes returned by the API, such as 131026, to identify users who have reached the limit.
• Avoid immediate re-sending: Wait for a longer interval before attempting to resend messages to the impacted users.
• Adapt your strategy: Review the frequency and volume of your sends to align with the new rules and avoid future blocks.

Session opening occurs when a person sends a message to your number on WhatsApp. From that moment, a 24-hour window starts, during which your business can interact freely with the person without needing to approve or use message templates. Within this session, it's possible to send different types of content, such as text, videos, photos, documents, location, and contacts.

If a message template is sent while the 24-hour session is open, it will be treated as a paid notification, even if the interaction with the customer is still active.

⚠️ Attention:

• Proper session management is the responsibility of Zenvia customers.
• Messages sent outside the session, or without an open window, will always require the use of templates and will be billed as notifications.

Each number on WhatsApp has a quality rating that varies between three statuses:

• High (green): Good performance, no issues.
• Medium (yellow): Moderate spam or block rate.
• Poor (red): High frequency of spam reports or blocks, with a risk of ban.

If the number stays in "Poor" status for too long, it may be banned by WhatsApp.

Numbers can be in five status categories:

• Connected: Working normally.
• Offline: Not connected.
• Pending: Awaiting integration or approval.
• Flagged: Alert when quality is low (red). It can return to normal if the quality improves within up to 7 days.
• Restricted: Number exceeded message limit and can only respond to messages initiated by users.

Poorly designed templates or those sent to users who do not wish to receive them can result in spam reports and negatively affect the number's quality. To avoid this:

• Follow best practices suggested by WhatsApp.
• Personalize messages to make them relevant to the target audience.

Initially, all numbers have a limit of 250 conversations per day, but this can be increased to 1,000 (Tier 1), 10,000 (Tier 2), 100,000 (Tier 3), or even unlimited, depending on the number's performance and quality rating.

The increase to 1,000 conversations can be done manually, while higher limits are reached automatically, as long as the number is "Connected" and maintains a good quality rating. Numbers with poor quality remain at the initial limit until their rating improves.

The spacing rate for sending is adjusted to distribute messages gradually over 24 hours, respecting the daily limit. If the number's quality is low, the spacing may be increased, reducing the frequency of sending to ensure system integrity. Regular monitoring of the number's performance is essential to optimize limits and sending.

To learn more about limits and quality rating, see the official Meta documentation.

Low number quality can lead to penalties such as:

• Reduction of the Tier to level 1 for 7 days.
• Restrictions on sending.
• Permanent ban by WhatsApp if the status does not improve.

To learn more about limits and quality rating, see the official Meta documentation.

You can check the quality status and Tier of your number by opening a ticket at atendimento.zenvia.com.