For acceptable use, see WhatsApp’s Commerce Policy and Business Policy. If you repeatedly violate their policies, WhatsApp may
limit the number of customers you can message or suspend your account. Additionally, WhatsApp may decline to approve
customers whose primary business functions overlap with its policies; it evaluates these cases on a case-by-case basis.
Furthermore, WhatsApp may decline to approve customers whose primary business functions differ from its policies.
My number is already in use with WhatsApp. My number is already in use with WhatsApp. Can I migrate it to Genesys Cloud?Can I migrate it to Genesys Cloud?
If the number is being used with the WhatsApp Messenger or WhatsApp Business App on iOS or Android, it can be migrated to
Genesys Cloud. WhatsApp does not currently support migrating numbers from other Business Service Providers on the WhatsApp
Business API. If your current number is already active, you must choose a new one. Note that this restriction applies to numbers
activated throughout Genesys Cloud. Once your number is activated, you cannot migrate it to a different provider or move it back to
an App. More information, see https://developers.facebook.com/docs/whatsapp/guides/phone-number#migrate
What types of phone numbers are supported What types o f phone numbers are suppo rted by the WhatsApp Business API?by the WhatsApp Business API?
You can use the WhatsApp Business API with international landlines and mobile numbers with country codes. The number must
have an active Voice or SMS service for you to receive an activation code after adding it to Genesys Cloud. WhatsApp is a purely
digital, internet-based channel. Once activated, all communication is done via the internet. Your WhatsApp number is more like an
account ID, like your email address or username. Telephony and mobile services are separate from WhatsApp. The WhatsApp
number can even be disconnected after activation if you do not receive calls or texts. However, you should retain ownership of the
number to prevent someone else from using it.
Does WhatsApp Business API support to ll-free Does WhatsApp Business API support to ll-free numbers?numbers?
Toll-free numbers are allowed as long as your country code is included. This is because numbers without country codes cannot be
uniquely identified - the same number can be applied to two different countries. Toll-free numbers are also more complicated.
Typically, it will not work if you call a toll-free number with the country code when you are inside the country. There is a possibility
that customers in your country might try to dial what appears in the business contact (country code included), and they won't be
able to connect with you. If this is a concern, let them know explicitly. Of special note, 0800 or 00800 are not recognized.
Why do es my business need its own Faceboo k Why do es my business need its own Faceboo k Business Manager (BM) in o rder to use WhatsApp?Business Manager (BM) in o rder to use WhatsApp?
Facebook reviews each business that applies to use the WhatsApp Business API with a Business Service Provider like Genesys.
The WhatsApp team may review your Facebook page or website and ask clarifying questions. WhatsApp Business Account (WABA)
will have a 1:1 connection to your Business Account, and your business is responsible for complying with WhatsApp policies.
Furthermore, WhatsApp prohibits partners, vendors, aggregators, and managed service parties from owning or subletting business
accounts. You must use a Display Name of your number that is closely related to the name of your business or is associated with a
brand, product, or trade name owned by you (documentation may be required for this).
Assume a service provider or advertising agency manages your Facebook page, ad campaigns, or other business functions under
their BM. In that case, you can still create a WhatsApp account under your name. See Facebook page Creating a Business Manager.
My phone number routes to main IVR. Do I My phone number routes to main IVR. Do I need to re-ro ute this to receive a WhatsApp activatio n call?need to re-route this to receive a WhatsApp activation call?
If you add the WhatsApp integration to your Org and request a confirmation code, WhatsApp will call (or text) your number with the
code. A live person must receive the call and receive the code. It is important to note that WhatsApp's automated service does not
navigate IVR / DTMF menus. Instead, the bot will announce the code five (5) times when the call is answered and then disconnect.
How you handle this depends on the IVR and operational needs of your business:
a. If your IVR or Genesys Cloud flow routes directly to a Queue, and an Agent is available to take the call immediately, you don't need
to re-route the number. This works best if the IVR has no introductory message (or is very short). It is also best if the call is routed
to a queue with a small number of Agents. If you use this method, make sure there is no wait time in the queue.
b. You can re-direct your number temporarily from an IVR to a direct number (for example, a cell phone) during inactive hours. This
usually takes around 1 or 2 minutes.
c. When your IVR is high-volume and cannot be rerouted for business reasons, we can request a list of ANIs (originating numbers). The
activation call will come from one of these numbers. You may configure an exception in your IVR flow to recognize these ANIs.
As a partner, vendo r, managed service provider, As a partner, vendo r, managed service provider, BPO, or similar business, can I have a WhatsApp BusinessBPO, or similar business, can I have a WhatsApp Business
Account?Account?
Yes. Partners and similar businesses may create WhatsApp Business Accounts (WBAs) and activate numbers associated with and
owned by your business. Valid use-cases include testing, demonstrations, and supporting your direct customers. (i.e., other
businesses that purchase your services.) The WhatsApp numbers that your customer's customers use will not be yours, the end-
users contacting those customers. Partners may offer consulting services related to configuration, integrations, and general
operation of the channel. It is possible for service providers and BPOs to operate a WhatsApp channel for a customer, but the
customer must own the WhatsApp number and be responsible for compliance with WhatsApp's policies. This is why each end-
customer must have a verified Business Manager.
What does the 24 hour Customer Service windo w What does the 24 hour Customer Service windo w mean?mean?
To reduce junk messages to end-users, WhatsApp offers a 24-hour Customer Service window. If a user contacts your business, you
can respond with any type of message in the next 24 hours. This type of message is free of charge. period resets. After 24 hours
have passed since the last inbound message, only a template message may be sent. This is a paid notification. Genesys Cloud will