Official WhatsApp help

It is not possible to change the phone number of an existing Official WhatsApp account. To use a different number, you must reconnect using the new number. The previous connection will be removed.

Once your company has been verified, your account becomes eligible for a higher messaging level. Phone number levels depend not only on the account quality rating but also on the number of unique conversations per month. For more information about messaging levels and the requirements for increasing them, please refer to the documentation.

If a template is created through Facebook, it will not have a Russian title. This is an additional field that is only used in our system. We recommend creating templates through the ChatApp Personal Account.

A company in Facebook Business Manager can register up to two phone numbers by default. This limit can be increased to 20 phone numbers.

The limit is increased automatically if the company becomes a Verified Business or reaches a daily conversation initiation limit of 1,000 or more for 30 consecutive days using High Quality message templates. If these requirements are not met, the limit will remain at two phone numbers.

If more than one week has passed since your company was verified and the limit has not increased, make sure that your phone numbers have the “Connected” status and that their Quality Rating is “High.”

Your company must have a valid phone number that meets the following requirements:

• Belongs to your company;
• Has a valid country and area code (for example, a landline or mobile number);
• Can receive voice calls and SMS messages;
• Is not a short code;
• Is not blocked in WhatsApp;
• Is not currently registered in the WhatsApp application (or has been removed from it).

Phone numbers such as 8-800 connected through an IVR system can be registered with WhatsApp Business API, provided they can:

• Receive calls or SMS messages from international numbers;
• Forward the SMS message or voice call to a real person.

IVR phone numbers that cannot receive the verification code are not supported.

The following features are not available when using WABA/WACA channels:

• Voice calls to customers;
• Creating group chats;
• Deleting or editing outgoing messages (all sent messages remain visible to customers).

The error “This message was not delivered to maintain healthy ecosystem engagement” occurs when sending Marketing category template messages.

Meta restricts the delivery of marketing messages if a user receives too many promotional messages or does not engage with them.

These restrictions are designed to prevent excessive marketing campaigns, protect users from spam, and improve the quality of communication between businesses and customers.

The error may occur in the following cases:
• The customer did not respond to the previous two Marketing template messages, and you are sending a third one;
• The customer has already received four Marketing messages from any companies within the last 24 hours, so the fifth message will not be delivered;
• The customer has received ten Marketing messages within the last seven days, so the eleventh message will be blocked.

How to avoid this error:
To bypass this limitation, send the customer a Utility category template message instead of a Marketing one.