Summary
This guide helps you understand and manage the key settings within your WhatsApp Manager. It covers checking your phone number details, understanding status indicators, interpreting quality ratings, managing messaging limits, and working with message templates.
Instructions
Access Your WhatsApp Manager.
Key Settings to Check
Once you've opened your WhatsApp Manager, take a moment to review the following settings, referencing the image below.
1. Phone Number
Description: Displays the phone number currently connected to WATI, including the full country code.
Action: Please verify that the displayed phone number is accurate.
2. Status
Description: Indicates the connection status of your phone number with WATI.
Possible Values:
Connected: The number is active and fully functional within WATI. You can send and receive messages.
Offline: The number is not connected to WATI. You cannot send or receive messages.
Troubleshooting: If your status is "Offline," please contact WATI Support for assistance.
3. Quality Rating
Description: Represents the overall quality of the messages sent from your number over the past seven days. This rating is based on customer feedback, such as blocks and reports.
Possible Ratings:
Green: High Quality: Indicates positive customer feedback and adherence to WhatsApp Business Policy.
Yellow: Medium Quality: Suggests some areas for improvement in message content or frequency.
Red: Low Quality: Indicates significant negative customer feedback. Immediate action is required.
Impact of Low Quality Rating:
Notifications: You will receive email and Business Manager notifications alerting you to the low quality rating.
Status Change: Your phone number status may be changed to "Flagged" or "Restricted."
Cause: Typically indicates that customers are marking your messages as spam or blocking your number.
Recommended Actions (If Rating is Low):
Review WhatsApp Business Policy: Ensure all your messages are compliant with the WhatsApp Business Policy guidelines.
Opt-In Compliance: Only send messages to users who have explicitly opted in to receive communications from you.
Personalized Messages: Personalize your messages and ensure they provide value to the recipient. Avoid generic or repetitive content.
Manage Frequency: Be mindful of messaging frequency. Avoid sending an excessive number of messages per day.
Provide Clear Opt-Out: Ensure users can easily opt-out of receiving messages.
4. Messaging Limit
Description: Defines the maximum number of unique customers you can initiate conversations with within a rolling 24-hour period. This limit is directly tied to your phone number's Quality Rating.
Automatic Tier Increase: If you send messages to up to 2x your current messaging limit, you will automatically be moved to the next tier within 7 days.
Verified Business Limits (with Approved Display Name):
Verified businesses with an approved display name can initiate conversations with a set number of unique customers.
The following limits scale automatically:
1,000 unique customers
10,000 unique customers
100,000 unique customers
An unlimited number of unique customers
Note: This limit doesn't restrict the total number of messages you can send, only the number of unique users you can initiate conversations with within 24 hours. Responding to user-initiated messages within 24 hours is not limited.
Country:
Confirm the country of origin for your phone number.
Display Name:
Shows the display name associated with your number.
If your display name shows "Name Not Approved.", follow this guide to re-submit your display name: Display Name guidelines.
Certificate:
This shows the status when your display name is being changed.
Managing Message Templates
To view and manage your WhatsApp message templates:
Access Message Templates:
Click on "Message Templates" in the left-hand column of your WhatsApp Manager.
Template Management:
The subsequent page displays your templates.
Templates in WATI CRM vs. WhatsApp Business API
WATI CRM: If you're adding templates for broadcasting through your WATI account, Do Not add them here. Instead, add templates directly within your WATI account. You can use this section to check template approval status only.
WhatsApp Business API: If you have a WhatsApp Business API plan, add and manage your templates here. Click the blue button (typically at the top-right) to add new templates. This page also lets you manage existing templates and check their approval status. To find your namespace, click the "Namespace" box (usually in the center).
Frequently Asked Questions (FAQs)
Access & Navigation
What does the "Status" of my phone number mean? The status indicates whether your number is connected to WATI. "Connected" means it's ready to use; "Offline" means it's not connected, and you should contact our support team.
What should I do if my phone number status is "Offline"? Contact WATI Support team.
Quality Rating
What is the "Quality Rating," and why is it important? The Quality Rating reflects how customers perceive your recent messages, based on feedback like blocks and reports. A low rating can lead to messaging restrictions.
What are the different Quality Rating states? The states are Green (High quality), Yellow (Medium quality), and Red (Low quality).
What should I do if my Quality Rating is low (Red)? Review your messaging practices. Ensure you follow the WhatsApp Business Policy, only message opted-in users, personalize messages and avoid sending too many messages.
Messaging Limits
What is the "Messaging Limit"? The Messaging Limit is the number of unique customers you can start conversations with within 24 hours.
Does the Messaging Limit restrict the total number of messages I can send? No, it only limits the number of new conversations you can initiate with unique users. Responding to existing conversations (within 24 hours of the user's message) is not limited.
What happens if I hit the Messaging Limit? You can still respond and start new conversations after existing messages are more than 24 hours old.
What if my limit shows as a sandbox? Please contact WATI support immediately.
Message Templates
Where do I manage my message templates? Click on "Message Templates" in the left-hand column of your WhatsApp Manager.
Should I add templates for WATI CRM broadcasting in the WhatsApp Manager? No, add templates directly within your WATI account if you're using them for WATI CRM broadcasting. You can use the WhatsApp Manager to check their approval status, though.
Where should I add templates if I have a WhatsApp Business API plan? Add and manage your templates directly within the WhatsApp Manager (by clicking the blue "add" button). You can also find your namespace here.