Updated by Michelli Silva
Whatsapp Bussiness API: WhatsApp message triggering limitation.
After completing the WhatsApp approval and onboarding process, your phone number with Weni will be activated for WhatsApp. Even after your phone number is approved and enabled, WhatsApp has a policy for triggering progression messages, imposing a limitation.
Due to this limitation, it is recommended that the company that wants to send messages to more than 1,000 users (which in Weni we call "Active Contacts") send them gradually over the course of a week.
Exist different limitation levels of triggering messages on Whatsapp:
Limited to 1.000 unique users (active contacts) per day.
Limited to 10.000 unique users (active contacts) per day.
Limited to 100.000 unique users (active contacts) per day.
New phone number actives on WhatsApp begin in level 1. WhatsApp monitors the quantity and quality of the messages and automatically updated the customer between the levels based on the total number of active contacts in the last 7 days.
If,between this 7 days period, one active phone number on Whatsapp has communicated with 2x the amount of active contacts of its level limit per day and has a good “quality rating” with WhatsApp, that number will automatically fall into the next level the next day.
Example 1: One phone number approved by WhatsApp starts at level 1. On day 1, the number triggers messages for 1.000 active contacts. On day 2, another 1.000 messages are trigger for new active contacts. At the end of day 2, this phone number will be updated for level 2, based in the 2.000 messages sent for active contacts in the past 2 days.
Example 2: A WhatsApp approved phone number starts at level 1. On day 1, the number triggers messages to 50 active contacts. On day 2, more messages are triggered for 150 active contacts. On day 3, the phone number triggers messages for 200 active contacts. Between the 4th and 7th, the phone number triggers messages to 400 active contacts every day. At the end of the 7th, the phone number will be updated to level 2 based on the 2000 messages sent to active contacts in the last 7 days.
This limitation DOES NOT apply to messages sent in response to a user initiated message within a 24 hour period.
WhatsApp quality rating
As WhatsApp encrypts messages, it relies on user feedback to measure message quality. WhatsApp uses this feedback to set an internal "quality rating" that can affect how users move between throttling levels. Factors such as how often your phone number is marked in "report spam" and "block" can influence the quality rating. Senders with low-quality ratings can be not qualified to go up previously shown levels.
To maintain a high quality, WhatsApp recommend the following up:
- Make sure that your messages follow the WhatApp business Policy.
- Send messages only to the users who chose to receive your company messages.
- Customize your messages and make them useful to users. Avoid sending welcome messages or open introductions.
- Be aware of message frequency; avoid sending a lot of messages to the same customers per day. Be careful with informative messages. Optimize your content and frequency of sending.
One score of low quality can make a phone number be stopped to pass for a higher level ot even, in such cases, to be downgraded.
For more details, please take a look on WhatsApp message limitations and quality rating policy.