WhatsApp-First Business Messaging (Meta) FAQ

Meta Business Account or Portfolio

Business Verification with Meta not updating

Check out the Business Verification with Meta not updating article for additional troubleshooting steps.

Meta Business Account Disabled or Suspended

Check out the WhatsApp Business Platform - Meta Business Account Disabled or Suspended article on troubleshooting steps that you can take for a Meta Business Account that is in 'Disabled' or 'Suspended' status.

WhatsApp Business Accounts (WABA)

WhatsApp Business Account (WABA) Administration

Check out the following articles for steps to troubleshoot WhatsApp Business Account & Phone Number related issues:

Transaction per Second (TPS) Increase

Marketing Cloud currently handles all outbound traffic to ensure the account is not receiving 130429 status codes (rate limiting). Check out the WhatsApp-First Business Messaging (Meta) Transactions per Second (TPS) Increase article for additional details.

Daily Sending Limits

Check out the WhatsApp Business Platform - WhatsApp Channel or Phone Number Messaging Limits article on how to increase the daily sending limits for your WhatsApp Channel or Phone number, in order to avoid 131048 status codes.

Business Verification

Check out the WhatsApp Business Platform - Business Verification article on the requirements needed to complete Business Verification for your WhatsApp Business Account, along with troubleshooting steps.

Display Name

Check out the WhatsApp Business Platform - Display Name Approval article for additional troubleshooting steps.

Official Business Accounts (OBA)

Check out the WhatsApp Business Platform - Official Business Accounts (Blue Checkmark Badge) article for additional troubleshooting steps.

Managing WhatsApp Business Accounts

Migrating WABA from Sinch or a 3rd Party to WhatsApp-First Business Messaging (Meta-Direct)

To move from Sinch, please review Marketing Cloud WhatsApp-First Business Messaging (Meta) Phone Number Acquisition & Migration to determine the options based on if you wish to move a Sinch-owned Phone Number or your own Phone Number, then reach out to your Account Executive to update your org's entitlements and get detailed instructions on the migration process.
To migrate from a 3rd Party, please reach out to your Account Executive to update your org's entitlements and get detailed instructions on the migration process.

Managing Phone Numbers or Channels

Moving Phone Numbers between WhatsApp Business Accounts (WABA)

Check out the article, Transferring a WhatsApp Phone Number Between WhatsApp Business Accounts (WABAs) in Marketing Cloud Engagement (Meta), on steps to complete this process.

Moving Phone numbers between Business Units

Check out the article, Transfer a WhatsApp Phone Number Between Business Units in Marketing Cloud Engagement (Meta), on steps to complete this process.

Templates

Approved Templates Not Visible in Content Builder

Check out the Marketing Cloud - Approved Templates Not Visible in Content Builder article to troubleshoot any issues with templates not being visible within Content Builder.

Templates Rejected

One common reason a template gets rejected is not adhering to constraints outlined in Meta Template Documentation

For call-to-action templates, you can add 2 buttons, up to one button of each type (call phone number and visit website).
For quick reply templates, you can add up to 3 buttons.

Check out WhatsApp Business Platform - Message Template Approval for additional details and next steps.

Template Category Changes

Check out the WhatsApp Business Platform - WhatsApp Message Template Category Changes article regarding changes to Template categories along with troubleshooting steps.

WhatsApp Contacts

Importing WhatsApp Contacts

Check out the Marketing Cloud - Importing WhatsApp Contacts article on the steps to import WhatsApp Contacts.

Managing Opt Outs

Check out the Managing WhatsApp Opt-Out Requests article for additional troubleshooting steps.

WhatsApp Messaging

Check out the following articles for steps to troubleshoot inbound or outbound WhatsApp messaging within Journey Builder.

WhatsApp Reporting

Chat Messaging Extract Troubleshooting

Check out the Marketing Cloud - Chat Messaging Extract Troubleshooting article regarding the contents of the Chat Messaging Extract within Automation Studio, along with troubleshooting steps for common issues.

Journey Builder Analytics

Check out the Marketing Cloud - WhatsApp Activity Analytics for more insight on the engagement reporting of WhatsApp messaging within Journey Builder.

Meta Insights Dashboard vs Marketing Cloud WhatsApp Reporting

Check out the WhatsApp Business Platform - Comparing Meta Insights Dashboard and Marketing Cloud WhatsApp Reporting article on comparing reporting within Marketing Cloud and Meta for WhatsApp messaging.