Summary
Wati lets you create and manage WhatsApp Groups using your WhatsApp Business number. You can create groups, invite contacts, add operators, manage group conversations, send supported message types, and share group invite links.
This guide explains how WhatsApp Groups work in Wati, including the requirements, participant limits, conversation rules, billing, and available group settings.
Note: WhatsApp Groups are available only to Wati customers on the Business plan.
Instructions
Before you start
Make sure the following requirements are met before creating a WhatsApp Group:
Your Wati account must be on the Business plan.
Your WhatsApp number must have an Official Business Account (OBA) with the blue verification badge. For more information, see Meta's documentation on Official Business Accounts.
WhatsApp Groups are not available for Coexistence (CoEx) numbers.
WhatsApp Groups are invite-only. Participants decide whether they want to join a group.
WhatsApp Group limits
The following limits apply to WhatsApp Groups:
You can create a maximum of 1,000 groups per WhatsApp number.
Each group can have a maximum of 7 external participants.
Operators do not count toward the 7-participant limit.
You can add any number of operators to a group.
Configure WhatsApp Groups
You can control WhatsApp Group availability from Team Inbox settings.
Enable WhatsApp Groups
The Enable WhatsApp Groups setting controls whether WhatsApp Groups are available in your Wati account.
When enabled, you can create WhatsApp Groups.
When disabled, the option to create groups is hidden.
Allow operators to create groups
The Allow operators to create groups setting controls whether operators can create WhatsApp Groups.
When enabled, operators can create groups.
When disabled, operators cannot create groups.
Create a WhatsApp Group
Log in to your Wati account.
Go to WhatsApp under Channels.
Select Groups.
Click the + icon to create a new group.
Select the WhatsApp number you want to use for the group.
Enter a Group name.
Enter a Group description.
Add the contacts you want to invite to the group.
You can add up to 7 external contacts.
Add operators if required.
You can add any number of operators.
Click Create Group.
The new group appears in the Groups list.
Invite participants to a WhatsApp Group
WhatsApp Groups are invite-only. Adding a contact to a group does not automatically make them a group member.
When you create a group, Wati generates a unique group invite link. The invite link is automatically sent to contacts added to the group.
You can also copy the invite link and share it with potential group participants.
The invite link contains information about the group so that the recipient can review the group details and decide whether to join.
Important: Potential participants are ultimately in control of whether they join the group.
Share a group invite link
To manually share a group invite link:
Open the group.
Select Copy group link.
Share the copied link with the people you want to invite.
When a recipient opens the link, they can choose whether to join the group.
Start a group conversation
A group conversation starts when an external group member sends a message.
After a member sends a message:
The group conversation opens in Wati.
Operators added to the group can handle the conversation.
You can reply to group members from Wati.
For example, once a group member sends a message such as "Hi", the group conversation becomes active and operators can reply.
Add contacts or operators to an existing group
You can add more members after creating the group, as long as you stay within the maximum limit of 7 external contacts.
Open the group you want to update.
Click Edit.
Search for and select the contact or operator you want to add.
Click Update Group.
When you add an external contact, an invite link is generated and sent to the contact. The contact must choose to join the group.
When you add an operator, the operator is added to the group and can access the group conversation.
Manage group conversations
Once participants have joined the group and a conversation begins, you can manage the conversation from Team Inbox.
Operators who are added to a group can view and handle that group's conversation.
Operators cannot see group conversations for groups they have not been added to.
Admins can see all group conversations.
Resolve or reopen a conversation
To close a group conversation:
Open the group conversation.
Select Resolve.
You can reopen the conversation later if needed.
24-hour conversation window
The 24-hour customer service window also applies to WhatsApp Groups.
When any WhatsApp user in the group sends a message, the customer service window opens for the entire group. If a customer service window is already open, the message refreshes the window.
During the 24-hour window:
You can send Utility template messages.
You can send free-form messages.
Utility and free-form messages are free within the customer service window.
Marketing template messages are still chargeable.
If the group conversation expires after 24 hours without a new customer message, you must send a template message to reopen the conversation.
Send messages in WhatsApp Groups
WhatsApp Groups support the following message types:
Free-form messages within the 24-hour customer service window
Marketing template messages
Utility template messages
Quick responses
Emojis
Supported attachments
Template messages supported in groups
WhatsApp Groups support:
Marketing templates
Utility templates
WhatsApp Groups do not support Authentication templates.
How WhatsApp Group messages are charged
Billable messages in WhatsApp Groups are charged based on the number of recipients who receive the message.
For example, if you send a billable Marketing template to a group with 5 WhatsApp users:
If the message is delivered to all 5 users, you are charged for 5 delivered messages.
If the message is delivered to only 4 users, you are charged for 4 delivered messages.
The applicable message rate is based on the recipient's country calling code.
Mention group members
You can mention specific contacts or operators in a group conversation.
Open the group conversation.
Type @.
Select the contact or operator you want to mention.
Continue writing your message and send it.
The selected group member is mentioned in the message.
Manage operators
You can add or remove operators from a group at any time.
To remove an operator:
Open the group.
Click remove operator icon next to the operator you want to remove.
Click Yes, Proceed to remove the operator.
After an operator is removed, they can no longer view or handle that group's conversation.
Operators can only see group conversations for groups they have been added to.
Admins can see all group conversations.
WhatsApp Group limitations
WhatsApp Groups currently do not support the following actions:
Editing messages
Deleting messages
Marking messages as read
Hiding the group participant list
WhatsApp calls in groups
WhatsApp Groups are also not available for Coexistence (CoEx) numbers.
Multiple WhatsApp Numbers
WhatsApp Groups support Multiple WhatsApp Numbers. You can select the WhatsApp number you want to use when creating a group.
Filter and delete groups
You can manage your groups from the Groups section.
Filter groups
Use the available filters to find specific groups.
Delete groups
To delete a group:
Go to WhatsApp > Groups.
Select Delete.
Select the group you want to delete.
Continue with the deletion.
Quick reference: WhatsApp Group limits and behaviour
Feature | Details |
Plan availability | Business plan only |
Official Business Account | Required |
Coexistence numbers | Not supported |
Groups per WhatsApp number | Maximum 1,000 |
External participants per group | Maximum 7 |
Operators per group | No limit |
Group type | Invite-only |
Group invitation | Unique invite link |
Multiple WhatsApp Numbers | Supported |
Customer service window | 24 hours |
Marketing templates | Supported and chargeable |
Utility templates | Supported |
Authentication templates | Not supported |
Message editing | Not supported |
Message deletion | Not supported |
Mark as read | Not supported |
Hide participant list | Not supported |
WhatsApp calls | Not supported |
Operator group creation | Controlled by Team Inbox settings |
Frequently Asked Questions (FAQs)
Availability and Limits
1. Who can use WhatsApp Groups in Wati?
WhatsApp Groups are available only to Wati customers on the Business plan. The WhatsApp number must also have an Official Business Account (OBA) with the blue verification badge. WhatsApp Groups are not available for Coexistence (CoEx) numbers.
2. How many WhatsApp Groups and participants can I have?
You can create a maximum of 1,000 WhatsApp Groups per WhatsApp number. Each group can have a maximum of 7 external participants. Operators do not count toward the 7-participant limit, and you can add any number of operators.
Group Invitations and Access
3. Are WhatsApp Groups invite-only?
Yes. WhatsApp Groups are invite-only. Wati generates a unique group invite link when a group is created or when an external contact is added. The link is sent to the contact and can also be copied and shared manually. The potential participant decides whether to join the group.
4. Which operators can access a WhatsApp Group conversation?
Only operators who have been added to a specific WhatsApp Group can view and handle that group's conversation. Operators cannot see conversations for groups they have not been added to. Admins can see all group conversations.
Conversations and Messaging
5. How does the 24-hour customer service window work for WhatsApp Groups?
The 24-hour customer service window applies to WhatsApp Groups. When any WhatsApp user in the group sends a message, the window opens for the entire group or is refreshed if it is already open. During this window, you can send free-form and Utility template messages for free. Marketing template messages remain chargeable. If the conversation expires after 24 hours without a new customer message, you must send a template message to reopen it.
6. Which message and template types are supported in WhatsApp Groups?
WhatsApp Groups support free-form messages within the 24-hour customer service window, Marketing and Utility templates, Quick responses, emojis, and supported attachments. Authentication templates are not supported.
7. How are WhatsApp Group messages charged?
Billable messages are charged based on the number of recipients who receive the message. For example, if a billable Marketing template is delivered to 4 out of 5 group participants, you are charged for 4 delivered messages. The applicable message rate is based on each recipient's country calling code.
Configuration and Limitations
8. How can I control WhatsApp Group creation for operators?
In Team Inbox settings, Enable WhatsApp Groups controls whether WhatsApp Groups are available in Wati. Allow operators to create groups controls whether operators can create groups. When either setting is disabled, the corresponding group creation option is unavailable.
9. What actions are not supported in WhatsApp Groups?
WhatsApp Groups do not support editing messages, deleting messages, marking messages as read, hiding the group participant list, or WhatsApp calls.