After integrating the WhatsApp chatbot with AhaChat, make sure to meet the following 5 conditions:
- Your WhatsApp Business Account (WABA) is verified and approved
- A phone number from your WABA used for connection to your AhaChat Account has the "Connected" status
- Messaging limit for this phone number starts from “1000 messages/24h”
- The phone number has a certificate
- A Display Name related to this phone number is approved
If one of the above conditions is missing, your account will be limited in the number of WhatsApp contacts to whom you can send messages.
In the rest of this article we explain how you can independently check that each of these conditions is met and what to do if it is not.
Before you start
This article only addresses issues that might occur after you have successfully completed the process of connecting WhatsApp integration to your AhaChat account. If you did this, your Chatbot WhatsApp on AhaChat should look like this:
If you have not connected Whatsapp:
You need to complete the connection with WhatsApp first. You should refer to our Guide to avoid activation problems.
- An active website address
- An email address with the same domain name as the website, look like name@domain
- A phone number that has not registered a personal WhatsApp account (if registered, you can delete your personal WhatsApp account to use to create WABA)
- Create a name for the business related to the website
After you are fully prepared, watch and follow the instructions in the video below
WhatsApp Business Account is verified and approved
Check this by going to Facebook Business Manager → Settings → WhatsApp Accounts → Click your account name → Settings Tab and looking below the header called "Account Status".
If Account Status is not "Approved", in the majority of cases it means that the Business Manager hosting the WhatsApp Business Account (WABA) hasn't been verified by Facebook yet. If Business Manager is Verified, you should see the same status on below "Business Verification" header:
If you have not started the process of Business Verification please start it as soon as possible.
To do so, please go to the Facebook Business manager of the business to be verified → Settings → Security Center and click "Start Verification" button.
Follow on-screen instructions to provide data and upload all the required documents.
Tip 1: Provide some proof that your business information matches the information in the legal documents (including business name, phone number, email, address)
Tip 2: The business email provided must have the same domain name as the business website - for mail verification
Please be sure to check your business inbox and emails from Facebook Teams since they might request some additional documentation or ask for clarification.
A phone number from your WABA has the "Connected" status
You can check your phone number status by clicking "WhatsApp Manager" here:
After that, you'll see your WhatsApp Manager page with the connected phone number(s). Make sure the phone number has the "Connected" status like on the screenshot below:
Messaging limit for this phone number starts from “1000 messages/24h”
Check your phone number's Messaging Limit on the right. It should look like this (see the screenshot below). The "50 Customers/24h" or "250 Customers/24h"Limit means that your WhatsApp Business is currently not verified.
The phone number has a certificate
You will be able to see your phone number certificate. Go to Two-Step Verification and see the status as “Enabled”
A Display Name connected to this phone number is approved
The last step you need to check after integrating WhatsApp into AhaChat is the Display Name status, it should be approved. To check that Click the "View" button located in the Certificate column of WhatsApp Manager.
When your action is needed
There are usually 2 reasons why conditions mentioned above are not met:
- Your business entities (such as Business Manager, WABA, phone, Display name, etc.) are still in review (look for "In review", "Pending", "Pending Approval" statuses).
- Business entities that went through the Review got eventually rejected for some reason. The most common reason is that the business you're trying to verify does not comply with WhatsApp Commerce policy or Business policy.
So your action is needed whenever you get the rejection status on any of those business entities: Business Manager, WABA, phone, Display name, etc.
Please do not worry if that's the case. It does not mean that your Business Manager is going to be banned on Facebook and you'll lose access to it or anything like that. It just means that you didn't make it on your first try or that WhatsApp's review team made a mistake. That happens. We encourage you to reapply again ensuring that your next application meets all the requirements explained in the policies (see links above).
ACTION NEEDED EXAMPLE: Display name was rejected
If the Display name was rejected you need to change it to another one making sure it complies with WhatsApp's Display Name Guidelines. To change the name that was rejected hover your cursor over the display name to be changed and click the pencil icon that will appear:
Enter a new name and follow on-screen instructions. Keep in mind that the new name you provide is the subject of the new approval process and will take some time.
If you got the rejection status and from the Business Manager interface or from Facebook's notifications it's not clear what to do next to resolve it, we recommend contacting Facebook Business Support. Try these resources:
If you didn't get any help or guidance from Facebook, we recommend starting the WhatsApp connection process all over again using different business entities (change the Display name, use the new phone number, create a new Business Manager, use other legal documents to apply for Business Manager verification, etc.). To do that, you need to first ask the AhaChat Support Team to remove your previous integration.