Basics of WhatsApp Communication

WhatsApp account and phone numbers

Communication takes place through a WhatsApp account hooked up to iPresso (one iPresso account can have multiple WhatsApp accounts), to which the phone numbers from which the messaging takes place are added - one account can have multiple, and each can have a unique (visible to the end user) name. 

Each phone number has its own message limit and quality indicator. All of this can be managed from the WhatsApp Manager panel.

Number warm-up and limits

Each new phone number is subject to a "warm-up" procedure. It is related to the limit of messages that can be sent in a 24-hour period. 

As the number of messages sent increases, the number available within the limit for the account/number increases - the granting of new limits is done automatically on WhatsApp's side.

You can read more about warming up and limits in the official WhatsApp documentation: https://developers.facebook.com/docs/whatsapp/messaging-limits

Message templates

Sending WhatsApp campaigns must always start with a template message. Subsequent messages within a conversation can already be of any type (including template messages). 

Templates are managed (added, edited, deleted) only in the WhatsApp Manager panel. Templates are shared throughout the WhatsApp account, among all the phone numbers connected to it.

Templates are subject to verification (it takes from a few seconds to a few days) and cannot be used until the verification process is complete. Templates also have a quality indicator and this is influenced by factors such as the vocabulary used, linguistic correctness and punctuation.

A list of templates with their statuses is available in your iPresso account.

You can read more about template creation (including creation requirements) and their quality in the official WhatsApp documentation:

https://www.facebook.com/business/help/766346674749731

https://developers.facebook.com/docs/whatsapp/message-templates/guidelines/

Limits and quality indicator

Sending limits for individual numbers as well as quality indicators are only available in the WhatsApp Manager panel -. iPresso will not block sending, in any way, over WhatsApp's limit (unless the sending attempt meets iPresso's internal contractual limit).

Sending messages over the limit may result in unforeseen and nowhere described consequences, such as blocking your phone number or entire account. 

The sending limit applies only to the first message sent to one person - that is, subsequent messages within one conversation do not count against the limit.

Another important element is the phone number and template quality indicator. It mainly decreases as users mark sent messages as SPAM. If this indicator falls below a certain value, it will result in blocking the sending of a given template or all messages from a given phone number. This is most relevant in campaigns set as called after the API, which are hooked up to, for example: scenarios. Then such dispatches will not be delivered, however, they will be sent from iPresso consuming our internal limit. Unfortunately, it is also not said whether in case of excessive attempts to send from a blocked template the whole account will not be blocked, so you should assume that this may happen and avoid this situation.