Note:
This page provides quick answers to commonly asked questions. While some information may already be available in our Help Center, we’ve compiled these FAQs for easy reference.
1. Does Wati have an affiliate program?
Answer: Yes, Wati has an affiliate program. If you’d like to become a partner and join as an affiliate, please review the details and fill out the application form available here.
2. Does Wati support RCS messaging?
Answer: Wati is a comprehensive solution for WhatsApp Business Messaging and supports Instagram DMs and Facebook Messenger DMs however does not support RCS messaging yet.
3. Is Wati available in the USA?
Answer: Yes, Wati is available for businesses based in the USA.
Note: Marketing category templates are not available for USA numbers yet.
4. Does Wati support SMS?
Answer: Wati is a comprehensive solution for WhatsApp Business Messaging and supports Instagram DMs and Facebook Messenger DMs however currently does not support SMS.
5. Does Wati support MMS?
Answer: Wati is a comprehensive solution for WhatsApp Business Messaging and supports Instagram DMs and Facebook Messenger DMs however currently does not support MMS.
6. Does Wati support group messages?
Answer: No, WATI does not support sending messages to WhatsApp groups. Instead, you can use the broadcast feature to send messages to specific contacts by utilizing contact attributes.
7. How to transfer Wati leads to Hubspot?
Answer: To transfer Wati leads to HubSpot, you can set up an integration using Retool. This involves creating a HubSpot Private App to generate an API key, setting up a workflow in Retool to send contact data, and adding the generated webhook URL to Wati’s Webhooks section. Once configured, every new contact messaging your Wati number will automatically be added to HubSpot.
8. Can I use my existing WhatsApp number?
Answer: Yes, you can use an existing WhatsApp number. However, before onboarding, you must first delete the WhatsApp account linked to that number. Launch the WhatsApp app on your phone. Navigate to "Settings" within the app. Tap on "Account". Select "Delete my account". Enter your full phone number in the required field. Tap "Delete my account" to confirm the process.
Note:
WhatsApp chat backups cannot be imported into your Wati account.
Only SMS and regular voice calls will work. WhatsApp voice calls will not work.
9. Is there a setup fee for using the WhatsApp API?
Answer: No, there is no setup fee associated with using the WhatsApp API.
10. What does WhatsApp conversational-based pricing mean if WhatsApp is free?
Answer: While regular WhatsApp usage is free, businesses using the WhatsApp Business API to grow their business will incur charges for sending customer messages. WhatsApp conversation pricing depends on your customer's country code and your message template.
11. Can I add a contact via API?
Answer: Yes, it's possible using Wati’s API.
12. What is an automation trigger? How can I obtain more triggers than my plan allows?
Answer: Every time automation (whether it's a chatbot, a keyword, or another rule) is triggered in Wati for your customer, it counts as an Automation Trigger. Each plan includes a certain number of automation triggers, beyond which you will have to respond to your customers manually.
13. How can I upgrade or downgrade my plan?
Answer: You can upgrade your plan or switch from a monthly to an annual plan anytime from the Switch Plan section of your Account Details. Whether upgrading or downgrading, changes will take effect immediately. If you make the change in the middle of the billing cycle, charges will be prorated based on the date of the change.
Note:
Refunds are not provided for plan changes. Please review your plan carefully before confirming the change to avoid any surprises.
When downgrading from a higher plan, any remaining amount will be used for the next payment/invoice.
14. Do you have any cancellation fees?
Answer: No, Wati is a pay-as-you-go service, and we do not charge cancellation fees. You can cancel your plan anytime. However, we do not provide refunds for payments made on your existing subscription or credits.
Note: Before canceling your subscription, we recommend exporting any important data to avoid losing access. This includes:
Chatbots: Download configurations for future use.
Approved Templates: Save copies for reference or reuse.
Saved Contacts: Export your contact lists. For more information or assistance, feel free to reach out to our support team.
15. What types of payment do you accept?
Answer: We accept payments from all credit cards enabled for international online transactions. If you choose an annual plan, you can also pay via bank transfer.
16. What languages are supported in Wati?
Answer: Wati currently supports English, Chinese Hant, Portuguese, and Spanish for the User Interface (UI). However, you can send and receive messages in any language.
17. Does Wati have a contact number?
Answer: We currently do not have phone support. To contact Wati’s support team, please follow this guide.
18. Does Wati have live chat support?
Answer: Yes, we do support over Live Chat. Here's the support availability by plan:
Plan | Web Support | Email Support | Live Agent Chat Support |
PayG | No | No | No |
Growth | Yes | Yes | No |
Pro | Yes | Yes | Yes |
Business | Yes | Yes | Yes |
To contact Wati’s support team, please follow this guide.
19. How do I create or submit a new ticket to contact Wati support team?
You should see a "Connect with our team" button if the AI answer doesn’t help. Click on it.
Select "In App Ticket".
Fill in:
Title
Description (include details)
Attachments (screenshots, etc.)
Choose the issue type from the dropdown.
Enter your Client ID (found in your Wati URL or Profile Settings).
(Optional) Add a previous ticket reference for context.
Note: To learn more about how to get help, please refer to this guide.
20. Is it a Green Tick or Blue Tick for the Official WhatsApp Business account?
Answer: WhatsApp now uses a blue tick to verify businesses and channels, replacing the previous green tick.
You can read more about WhatsApp's Official Business account in Meta’s documentation.
To apply for an official WhatsApp Business Account, follow this step-by-step guide.
21. What do I do if I have an issue with my Wati plan or subscription or billing?
Answer: Tell us about your issue and our AI will try and find a solution for you. If AI fails to resolve your issue, you can reach out to us, we’ve got your back!
Note: To learn more about how to get help, please refer to this guide.
22. Is Wati and Zendesk native integration available?
Answer: Wati doesn’t currently have a native integration with Zendesk. However, you can always check our native integrations with Pabbly or Zapier to explore integrating other systems like Zendesk.
23. Can I export the chat history in Wati?
Answer: Yes, you can export chat history in Wati. Please follow this guide to learn more about it.
Note: You can only export all chats and not for a selective period.
24. How can I download all media from chats?
Answer: To download media from chats, you need to open each conversation and download the media manually. Wati provides a chat export option that exports chat content in .txt format. This export will include media file names, but not the actual media files.
To download a specific media file after export, you can use our API: Get media by file name: Click here to learn more about it.
For step-by-step instructions on exporting chats, refer to this guide.
25. Question: How do I add GST (Goods and Services Tax) to my invoices?
→ Answer: To add GST to your future invoices, please send an email to our billing team at [email protected]. Make sure to include the following information in your email:
Your First and Last Name:
Your Company Name:
Your GST/Tax Number:
Your Company Address:
Once we receive this information, we'll update your account, and GST will be included on your future invoices.
26. What is Wati’s Customer Support email address?
Answer: Need help? We’ve got you covered! Use our In-app widget or Help Center to ask your questions and our AI will do its best to answer them for you. In case AI can’t answer, it will give you an option to connect with our support team. Please follow this guide to learn more about this.
27. Is Wati and Freshdesk native integration available?
Answer: Wati doesn’t currently have a native integration with Freshdesk. However, you can always check our native integrations with Pabbly or Zapier to explore integrating other systems like Freshdesk.
28. Is auto-delete chat available for organizational compliance?
Answer: Auto chat deletion is available only in Wati’s Business plan.
29. Does Wati support voice calls or video calls?
Answer: Wati doesn’t support voice or video calls yet.
Note: Wati uses WhatsApp Business API and hence relies on Meta for supporting such features.
30. Can I use an LLM or an AI agent such as ChatGPT or Google Gemini to answer questions over Whatsapp via Wati?
Answer: You can’t directly set up a ChatGPT or an AI agent in Wati, but don’t worry - Wati has its own AI-powered chatbot called KnowBot!
KnowBot is designed to enhance your support team’s efficiency by providing a human-like chat experience. It uses ChatGPT, GPT-4 Turbo, and other OpenAI models to understand customer queries and respond based on the information you provide.
Getting started is simple! Just upload a PDF document with FAQs or other relevant details, and KnowBot will use that data to generate responses in chats.
Want to learn more? Check out the full guide here.
31. What is Wati Client or Tenant ID?
Answer: Your Client ID or Tenant ID is the number in your Wati login URL. For example, if your login URL is https://live.wati.io/1234, then your Client ID/Tenant ID is 1234.
32. Does Wati have an integration with Woocommerce?
Answer: Yes, Wati has an integration with WooCommerce. You can find more details on how to set it up here.
33. Where can I find the Wati API key?
Answer: If you need the API Key, go to Wati, click on More > API Docs, and you’ll find both the API Key (Access Token) and the API Endpoint URL there.
34. Does Wati support themes? For example: can I switch to dark mode?
Answer: Wati doesn’t support dark mode or any other themes for the Wati platform yet.
35. Can I integrate Poora, Tally, LMS Baba, or Pagarbook directly with Wati?
Answer: Wati does not offer native integrations with Poora, Tally, LMS Baba, or Pagarbook. However, you can explore Wati’s APIs to build custom integrations and achieve your use case. You can find details about Wati’s APIs here.
36. Can I send images, videos, or URLs via Wati?
Answer: Wati offers multiple methods for sending videos and URLs:
Template Messages: You can upload an image, or video or include a URL within the text content of a message template. Please note that all template messages must be approved by Meta before use.
Directly within the Team Inbox: When a conversation is open with a contact, you can type a URL directly into the message field or use the media attachment icon to send an image or video.
Chatbot: You can add an image, video, or URL to your chatbot flows. Include the URL within the text of a "Send Message" node, or attach an image or video. The image/video/URL will be sent when the chatbot flow is triggered.
Reply Materials (Automation Tab): Images, videos, and URLs can be added as reusable reply materials within the Automation tab. This allows for quick and easy sending of pre-defined videos and links.
37. Can I send PDFs via Wati?
Answer: You can send PDFs via Wati in these ways:
Templates: Create a template and upload the PDF directly. To send dynamic PDFs (with variable content), use a variable in the media header, like {{pdf}}. For more information on sending PDFs or images via templates, see this article.
Team Inbox: In an open conversation, click the media option in the Team Inbox to send a PDF.
Chatbots: Click on the Document button in the Send Message node to add a PDF.
38. Can I change my registered number, WABA or BMID?
Answer: Yes, you can change your phone number, WABA ID, and BMID. Here's how:
Click your profile icon in the top right corner.
Select Channel Status or Account Status.
Click the Change Account/Number option.
Follow the on-screen instructions to change your phone number, WABA ID, and BMID.
For more detailed instructions, refer to this guide
39. Why am I getting a media error in my messages?
Answer: This error can occur when Meta is unable to download the media added to your template message. Please go to the template section in Wati, copy the media, and upload it again, ensuring it follows the supported format and size guidelines. If the format and size are correct, try converting the media to a different format (e.g., JPEG or PNG for images, MP4 for videos).
If your media is the correct format and size but still failing in template submission, try converting it:
Images: Convert to JPEG or PNG format.
Videos: Convert to MP4. You can use a converter like Cloudconvert.
After converting, submit the template. Approval from Meta should then resolve the issue
Note: Cloudconvert is just a suggestion. You can use other converters as well.
40. Can I pay for Wati using Netbanking?
Answer: Please check with your bank if you can avail Netbanking services. As for Wati, if you have an annual subscription or need to top-up $1,000 or more in credit, you can pay via bank transfer. For more details, please reach out to our support team.
41. How to enable read receipt?
Answer: This can be done by enabling the webhook event "sent message is read". You need to click on More > Webhooks and add your webhook URL. Then enable the event from there.Wati supports webhooks that can alert you of the following via callback URLs: Messages received, Messages sent (Template & Session), Status of the messages sent (Sent/Delivered/Read).
Sent Message is READ:
This webhook is triggered when the message you sent is read by the user.
Sample payload:
NoneBashCSSCC#ElixirErlangGoGraphQLGroovyHaskellHTMLINIJavaJavaScriptJSONJSXKotlinLispLuaMermaid DiagramNixObjective-COCamlPerlPHPPowershellPythonRubyRustScalaSQLSoliditySwiftTOMLTSXTypeScriptVisual BasicYAMLZigCopy
{ "eventType": "sentMessageREAD", "statusString": "Read", "id": "1a2b3b4d5e6f7g8h9i10j", "whatsappMessageId": "abcdefghi_jklmnop", "conversationId": "a1b2c3d4e5f6g7h8i9j10", "ticketId": "m1n2o3p4q5r6s7t8u9v10", "text": null, "type": "template", "timestamp": "1665645642", "assigneeId": null, "operatorEmail": "[email protected]" }For more details, please check Wati Webhooks Documentation.
42. Is there a limit to the number of API calls I can make?
Answer: Yes, there is an API rate limit based on your plan. To know more, please check the API Errors Guide.
43. What is the price per message for marketing messages in the Growth Plan?
Answer: For conversation-based pricing, please check the Pricing Guide. To estimate your costs, you can use the Cost Calculator.
44. Can we continue without Facebook connecting?
Answer: No, a Facebook connection is mandatory by Meta for setting up a WhatsApp API account. Refer to the Facebook Business Verification Guide for more details.
45. What will the plan be for a Dubai number?
Answer: Wati does not set pricing based on the phone number. Instead, pricing depends on the country from where you access the WATI pricing page.
To check details about plans, visit Wati’s pricing page.
46. How to change my password?
Answer:
If you are unable to log in: Use the "Forgot Password" option on the Wati login page. You will receive a reset link via email.
If you are already logged in: Go to
User Management→ Select your agent name → ClickReset Passwordto change your password.
47. How to remove the credit line from my WABA account?
Answer: The credit line is removed automatically when your WABA account is cancelled — as long as we still have access to it. However, it might still show as linked in your Business Manager (BM). To avoid this, we recommend creating a new WABA or moving your existing WABA to a new BSP (Business Solution Provider).
48. How to find Chatbot ID?
Answer: Each chatbot has a unique ID. You can find it in the URL when you open your chatbot in the Flow Builder:https://live.wati.io/420785/flowbuilder/?flowId={{Chatbot_ID}}
49. Does Wati support virtual numbers?
→ Yes, WATI supports virtual numbers.
50. How to auto-close a chat?
→ If a user doesn’t reply within 24 hours, the chat will automatically close (expire) in Wati.
51. What does the error “OAuthException 135000” mean?
Answer: This error is a Generic User Error from Meta, which means the message failed to send due to an issue with the request parameters. For more details, refer to Meta's documentation: Meta WhatsApp Cloud API Error Codes
52. Can I assign chats in Wati based on the lead owner in Zoho CRM?
Answer: Yes, it’s possible. Click here to learn more about it.
53. Can I integrate Pipedrive with Wati?
Answer: Yes, integration between Pipedrive and Wati is possible using Zapier. You can find more info here: Zapier - Pipedrive + Wati integration
54. How can I download chatbot flow user responses?
Answer: You can collect responses by integrating Google Sheets with your chatbot. Refer to our guide for more information.
55. Can I open two different Wati accounts in the same browser?
Answer: No, it’s currently not possible to open two different Wati accounts in the same browser simultaneously. To do so, use a different browser or incognito mode for the second account.
56. How can I add a link in a chatbot message?
Answer: In the chatbot, you can include website links within the normal text (message nodes) of the chatbot's messages. However, you cannot add links to the buttons that appear in the chatbot's question nodes.
57. How do I send an order tracking link from Shopify in Wati?
Answer: Use Shopify’s predefined variable tracking_url_partial_variable in your automated message. You can find more details in this guide.
58. How do I block a contact in Wati?
Answer: Change the status of the contact to “Spam & Block”. Find more details in this guide.