FAQ about WhatsApp

What is the meaning of the green badge staying next to the business name on WhatsApp profile?

WhatsApp has 2 kinds of accounts. One of them is called ‘Official Business Account’ and the other one is called ‘Business Account’. While the former one has the green badge, the latter one does not have it.

Can I get an Official Business Account?

Official Business Accounts have some requirements. Even though WhatsApp does not announce these requirements directly, the known ones are businesses should operate globally and have a strong brand. The application for an Official Business Account is also possible, you can try your chance.

Could I send a promotional message directly?

You cannot send promotional messages directly due to WhatsApp policies. Hence, the first message initiating the conversation with the user must be transactional and approved by WhatsApp. After the user replies to the first message, you can send a promotional message to this user. Insider provides this feature with Cart Abandonment Messages in WhatsApp ICR (Hook) Campaigns.

When I send a message, how is it displayed on the end user’s mobile phone?

End users will receive the message from the number that you use for your business accounts. An informative text will also be displayed by WhatsApp automatically, which states that the message comes from a business account. The brand name will not be displayed directly. When the user clicks the number, they will see an info page related to the business account.

Do I have to place a check-box?

Yes, you have to place a check-box to get the users' consent to receive messages from you.

Will users see the checkbox whenever they become eligible for the campaign?

No, once you get the user’s consent once, we make them a subscriber. Moreover, the existing subscribers will not see the checkbox and they will receive the message directly.

For example, Jane finalized a purchase while the checkbox for receiving “purchase confirmation” message via WhatsApp is visible. We will send her a purchase confirmation message then. When she made another purchase at another time, she will not see the checkbox again and receive the 2nd purchase confirmation message.

Can I place a pre-checked checkbox?

No, you cannot place a pre-checked checkbox.

Can I have one opt-in for SMS and WhatsApp if I set this up in my opt-in policy?

No, you cannot. There should be 2 separate opt-in data of the user as it is legally restricted to collect 2 opt-ins at the same time. However, you can create a single template to collect two different opt-ins at the same time by having two separate tick boxes for SMS and WhatsApp.

In addition, when you merge these opt-in areas together, you might lose leads. Because one lead might want to give SMS consent but not WhatsApp consent. If you merge those checkboxes, you will lose your SMS lead.

To collect WhatsApp opt-in, the opt-in collection message should display the aim of the collection (promotional etc.) and the channel (WhatsApp, SMS).

Where can I find the growth tools for getting subscribers?

You can see WhatsApp opt-in templates under both Desktop Web and Mobile Web Lead Collection. You can refer to Lead Collection Templates for WhatsApp for further information.

Do I have an “Auto-Reply” option?

Yes, you do. Auto Reply option lets you send “automated” and “predefined” replies if a message comes from the end-user such as asking a question, saying a thank you, etc.

Is there a limitation for “Auto-Reply” messages?

Yes, there is. You can only send a single message as a response to the first message that comes after each message template that you send.

Can I use emojis?

Yes, you can use emojis in Message Templates.

Can I use user attributes?

Yes, you can use User Attributes in the Message Template as a variable. You can use both Default and Custom user attributes.

Can I use URLs?

Yes, you can put URLs in Message Templates as variables. You can either type the URL or you can use a dynamic link.

Is the opt-in permanent or temporary?

Yes, they are permanent. Users remain as subscribers until they unsubscribe or Block your brand.

Can a user unsubscribe from their WhatsApp opt-in?

Yes, they can unsubscribe whenever they want. They can do it in 2 different ways:

1. Users can directly block your brand, which is similar to the way they block a contact. Later on, you will no longer be able to send a message to the user. (WhatsApp will not deliver it.)
2. Insider provides "Soft Unsubscribe". In this way, when the user types the predefined specific word like "STOP", the opt-in status of the user becomes FALSE and you will not be able to send a message to them anymore. We call it "Soft Unsubscribe" because if you want to send a message, WhatsApp will still deliver your message. The main smart of this method is to keep the block rates low by using Soft Unsubscription.

You set up a Hook message to be sent 30 minutes after the Cart Abandonment. An end-user abandons a cart and finally buys the product 15 minutes after. What happens then? Will they still receive the WhatsApp message?

Since the user completes the purchase, they will not receive any message. Also, if they make their cart empty again, they will not receive a message.

Can I use my Call Center number for registration and sending my campaigns? 

As long as the number is not registered to any WhatsApp account previously, you can use it.

How can I make the name of my brand visible when a user receives the WhatsApp message? 

Your account should be officially verified by WhatsApp. When approved, your brand name and the tick next to it will be visible. 

Can I use two different WhatsApp Trigger campaigns with the same lead collection and same custom rule?

Yes, you can. You can trigger two different WhatsApp Trigger Campaigns with the same lead collection and same custom rule. However, we highly suggest you to consider these points:

• If the messages you send are the templates with buttons, and the user clicks on the button of any message after they get all the messages, all button clicks will be written to the last message's statistics.
• It is better to give a 2 minutes difference between each campaign to write delivery logs to the correct campaigns.

How can I be sure that WhatsApp protects user rights more than I do?

• Insider only communicates with permitted (allowed) users. In addition, WhatsApp asks the user for another opt-in after the first message: to continue to receive messages or block them? (As the first message, a pop-up that asks to Continue or Block with buttons).
• Users can block the messages any time, they don’t need to inform the brand, or wait for any kind of action from the brand.

What type of integration is required for WhatsApp Business API?

For consent collection and analytics, you need Insider Tag integration. Insider Tag is required for web consent, and Mobile SDK is required for mobile app consent. After collecting the consent, there is no additional integration required to engage with the users.

I have a WhatsApp account to send service messages, can I use the same number to send WhatsApp messages? Do I have to register a different number to use WhatsApp?

• If you want to migrate all WhatsApp communication(not the account) on the currently-registered phone number to Insider, this is totally supported without any prerequisite check.
• If you want to keep your existing WhatsApp provider for customer service communication and utilize Insider for marketing communication, then you should create a new phone number with Insider and use those WhatsApp numbers separately.

Is it possible to collect the message response that end user has sent to us?

No, it is not. But, if you think that there is a need, reach out to Insider team.

Once the user replies once to the first message, can I re-engage this user one week after with another message even though they didn't come back to my website?

Yes you can. You need to initiate the conversation with the first message where you ask a question as usual.

Is it possible to create a 'broadcast' list that I can communicate with a blast message? For example, can I segment positive repliers and send a tailored message only for them?

Yes, you can send Bulk/Segment promotions over WhatsApp all around the world. This kind of scenario has became possible upon the policy change released by Facebook on 25th of September 2021.

Can I use my existing Facebook Manager ID for two WhatsApp services for my business? For example, I want to use the same FB manager ID for my existing Customer Service WhatsApp Business number and WhatsApp Business Insider.

Yes, you can do so.

Is it possible that users submit non-valid phone numbers?

Insider has validation during the lead collection. Users can only enter "country specific and predefined' number of digits. So, you can prevent such situations easily.

When a user receives a WhatsApp message for the first time,  I know they will see the option to Report / Block / Continue. Do these options differ across devices, and for official WhatsApp Business Accounts?

No, they do not change according to device type, and users still see those options in the officially verified accounts. If a user does not click any of the 3 options, they will continue to get messages and see those three options until they click a button. If a user clicks Block, it affects the accounts rating. 

If a user re-engages with a conversational message after 24 hours and an automated message is triggered, does it count for an additional message?

Conversation window has 24 hours, so user opens a new conversation window. But since the user sends the first message, it is counted as user-initiated message.