The Gorgias integration with WhatsApp allows you to manage WhatsApp messages as tickets, review and respond to them directly from your helpdesk, and link customer profiles for personalized support. The integration allows you to answer inbound custome

WhatsApp 101

All Gorgias customers can add WhatsApp as a new channel to their helpdesk for free. WhatsApp tickets are that you reply to from your helpdesk are counted as billable tickets and counted toward your ticket usage. Usage costs are incurred through Whats

<h3 id="is-whatsapp-free-for-gorgias-customers">Is WhatsApp free for Gorgias customers?</h3>All Gorgias customers can add WhatsApp as a new channel to their helpdesk for free. WhatsApp tickets are that you reply to from your helpdesk are counted as <a href="https://docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385#billable-helpdesk-tickets" target="_blank" rel="noopener noreferrer">billable tickets</a> and counted toward your ticket usage.Usage costs are incurred through WhatsApp, but Gorgias is paying for them right now. As we add new features, we will reassess this decision. If we do decide to pass these costs off to our customers, we will provide ample warning.<hr><h3 id="can-i-use-the-same-phone-number-on-multiple-whatsapp-tools">Can I use the same phone number on multiple WhatsApp tools?</h3>No - you can&apos;t have one number on the native WhatsApp app/another tool and in Gorgias simultaneously as WhatsApp only allows a number to be on a single WhatsApp account. If your number is integrated with WhatsApp via Gorgias, you can only use that number in Gorgias.If your number is being used on the WhatsApp Business app, you&apos;d need to remove it from the account that it&apos;s being used on before you&apos;d be able to integrate it with Gorgias. <hr><h3 id="can-i-integrate-a-phone-number-that-ive-used-for-a-different-whatsapp-business-account">Can I integrate a phone number that I&apos;ve used for a different WhatsApp Business account?</h3>Yes - depending on what WhatsApp tool your number is hosted on, you can use one of two methods to migrate, but you&apos;ll lose all previous conversation history and groups you might have joined on your old WhatsApp Business Account. <h4 id="whatsappwhatsapp-business-app">WhatsApp/WhatsApp Business App</h4>To integrate a phone number used on the mobile or desktop app, you must delete the number from the account using the following steps:1. Open the WhatsApp app/WhatsApp Business app.&#xA0;2. Navigate to Settings -&gt; Account.3. Select Delete My Account.4. Follow the steps described to delete your WhatsApp account.It may take up to 3 minutes for the disconnected number to become available and, once the number has become available, you can undergo the standard WhatsApp onboarding. <h4 id="3rd-party-whatsapp-integration-zendesks-whatsapp-integration-360dialog-twilio-etc">3rd-party WhatsApp integration (Zendesk&apos;s WhatsApp integration, 360dialog, Twilio, etc.)</h4>For numbers that have been used in different 3rd-party WhatsApp integrations, we suggest migrating your existing account through our WhatsApp migration wizard.Migrating your account will ensure that you retain the following information from your old account:<ul><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">Display name</li><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">Quality rating</li><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">Messaging limits</li><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">Official Business Account status</li><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">Any high-quality messaging templates previously approved by WhatsApp</li></ul>The following information will not be migrated:<ul><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">Messaging and Chat history</li><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">Low quality, rejected, or pending Message Templates</li></ul>To migrate your existing phone number, visit the WhatsApp integration page in Gorgias and select the Migrate From Another Provider button which will open a Migration Wizard to guide you step-by-step through the migration process.You can also integrate WhatsApp phone numbers on a 3rd-party platform by deleting them from your <a href="https://business.facebook.com/wa/manage/phone-numbers/" rel="noopener noreferrer" style="box-sizing: border-box; background-color: transparent; color: rgb(0, 117, 255); text-decoration: none; cursor: pointer; transition: color 200ms linear 0s;" target="_blank">WhatsApp Business Manager profile</a>, though you&apos;ll lose all associated WhatsApp Templates, your Verification Tick (if you have one), and your quality rating/messaging limits. <hr><h3 id="what-is-the-24-hour-customer-service-window-for-messaging-on-whatsapp">What is the 24-hour customer service window for messaging on WhatsApp?</h3>Whenever a customer messages you on WhatsApp, a 24-hour timer called a <a href="https://developers.facebook.com/docs/whatsapp/cloud-api/guides/send-messages#customer-service-windows" target="_blank" rel="noopener noreferrer">customer service window</a> starts (or refreshes if the window has previously started). During the customer service window, you can send unlimited messages to your customer on WhatsApp.Outside the customer service window, you can only start a conversation with a customer by using <a href="https://docs.gorgias.com/en-US/whatsapp-message-templates-281573">template messages</a>. To refresh the 24-hour service window, the customer must respond to a templated message or send you another message.The 24-hour window is part of Meta&#x2019;s <a href="https://business.whatsapp.com/policy#overview" target="_blank" rel="noopener noreferrer">WhatsApp Business Messaging Policy</a> to ensure quality conversations, protect users from spam, and to encourage timely responses from businesses.<hr><h3 id="can-i-use-a-rule-to-extend-whatsapps-24-hour-customer-service-window">Can I use a Rule to extend WhatsApp&apos;s 24-hour customer service window?</h3>You can create a Rule to encourage customers to reply and keep the <a href="https://developers.facebook.com/docs/whatsapp/cloud-api/guides/send-messages#customer-service-windows" target="_blank" rel="noopener noreferrer">customer service window</a> open, but the window will still close if they don&apos;t respond to your nudge.You can <a href="https://docs.gorgias.com/en-US/set-up-a-rule-435005" target="_blank" rel="noopener noreferrer">create a Rule in Gorgias</a> to send a WhatsApp reply to a customer after a duration of time has passed:<ul><li>When ticket is updated</li><li>If message integration is [your WhatsApp number]</li><li>And date of last received message is more than [# of hours]</li><li>And ticket status is open</li><li>And ticket tags contain WA-waiting-for-reply</li><li>Then reply to customer with &#x201C;Hey there, please send us a follow-up message to keep this ticket open&#x201D;</li></ul><img data-fr-image-pasted="true" src="https://attachments.gorgias.help/uploads.gorgias.io/0bgJ1Q6QZ2vXKOMk/undefined-a9936075-98db-4db7-a70d-5c03c35f7bc1" style="box-sizing: border-box; border-style: none; max-width: 100%; width: 900px;" class="fr-fic fr-dib" alt="Configuring a Rule in Gorgias to send a message whenever a message on WhatsApp was received more than 23 hours ago"><hr><h3 id="isPasted">Can I send and receive voice messages via WhatsApp in Gorgias?</h3>You&apos;ll be able to receive voice messages in Gorgias, but the only way to send a voice message is to attach an audio file in the ticket - there&apos;s no option to record it directly from the ticket and your customers will have to download it so they can listen to it. <hr><h3 id="what-kind-of-files-or-media-can-i-send-via-whatsapp-in-gorgias">What kind of files or media can I send via WhatsApp in Gorgias?</h3>Since WhatsApp itself doesn&apos;t support sending GIFs and supports animated WEBP files instead, we allow the sending of WEBP files via WhatsApp.Here&apos;s a list of the currently supported file types:<ul><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">.webp files must not be heavier than 500KB for animated images and 100KB for static ones.</li><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);"><div>.webp files must have dimensions of 512x512 pixels, regardless the their type (static/animated).</div></li><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">Audio/mp4</li><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">Audio/mpeg</li><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">Audio/amr</li><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">Audio/ogg</li><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">Audio/opus</li><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">Application/vnd.ms-powerpoint</li><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">Application/msword</li><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">Application/vnd.openxmlformats-officedocument.wordprocessingml.document</li><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">Application/vnd.openxmlformats-officedocument.presentationml.presentation</li><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">Application/vnd.openxmlformats-officedocument.spreadsheetml.sheet</li><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">Application/pdf</li><li id="isPasted" style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">Application/vnd.ms-excel</li><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">Text/plain</li><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">Image/jpeg</li><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">Image/png</li><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">Image/webp</li><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">Video/mp4</li><li style="font-size: 16px; font-family: Inter; color: rgb(0, 0, 0);">Video/3gpp</li></ul><div class="tip-callout">Sending the text and the attachment (or inline image) in the same message isn&apos;t possible - if the reply/Macro has been sent via a Rule, it&apos;ll show as complete in the Gorgias ticket, but the recipient will only receive the textual part of the message.</div><hr><h3 id="can-i-make-and-receive-calls-from-whatsapp-in-gorgias">Can I make and receive calls from WhatsApp in Gorgias?</h3>Not at the moment.<hr><h3 id="can-i-respond-to-whatsapp-tickets-from-the-gorgias-mobile-app">Can I respond to WhatsApp Tickets from the Gorgias Mobile App?</h3>Not at the moment.<hr><h3 id="isPasted">Country-based limitations</h3>WhatsApp businesses registered in Cuba, Iran, North Korea, Syria, and three sanctioned regions in Ukraine (Crimea, Donetsk, Luhansk) aren&apos;t eligible to use the WhatsApp Business Platform.&#xA0;Additionally, WhatsApp Messenger (WhatsApp) and WhatsApp Business app users in those locations aren&apos;t eligible to receive messages.Businesses in Turkey can use the platform, but app users in Turkey can&apos;t receive messages.<style type="text/css" id="isPasted">
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WhatsApp FAQs

WhatsApp message templates are a pre-approved message that businesses use to contact customers via WhatsApp. Message templates can be sent to customers outside of WhatsApp's 24-hour customer service window, so they're essential for starting new conve

<p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: var(--ghc-primary-font-family),sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px;"><a href="https://business.whatsapp.com/blog/manage-message-templates-whatsapp-business-api" target="_blank" rel="noopener noreferrer">WhatsApp message templates</a> are a pre-approved message that businesses use to contact customers via WhatsApp. Message templates can be sent to customers outside of WhatsApp&apos;s <a href="https://docs.gorgias.com/en-US/whatsapp-faqs-281578#what-is-the-24-hour-customer-service-window-for-messaging-on-whatsapp">24-hour customer service window</a>, so they&apos;re essential for starting new conversations or re-engaging with customers who haven&apos;t replied recently.<p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: var(--ghc-primary-font-family),sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px;">Once your message templates have been <a href="https://docs.gorgias.com/en-US/whatsapp-message-templates-281573#setup" target="_blank" rel="noopener noreferrer">submitted and approved by WhatsApp</a>, you can use your template to start conversations and manage templates from your Gorgias helpdesk.<div class="note-callout">Gorgias only supports text-based WhatsApp Message Templates (including templates with Quick Replies) - templates with video, photo, or location headers or call-to-action buttons aren&apos;t supported.</div><hr><h2 id="setup"> Setup</h2><div class="note-callout">Message Templates must be submitted and approved by WhatsApp through your <a href="https://business.facebook.com/wa/manage/message-templates/" rel="noopener noreferrer" target="_blank">Facebook Business Manager</a> before they can be used.</div> 1. Open the <a href="https://business.facebook.com/wa/manage/message-templates/" rel="noopener noreferrer" target="_blank">WhatsApp Manager in Facebook Business Manager</a>.2. Select Create and Manage.3. Click WhatsApp Manager.4. Select Message Templates located in the top bar.5. Click Create Template.6. Fill in the fields in the official submission form:<ul style="font-size: initial; font-family: initial;"><li style="font-size: 16px; font-family: Inter;">Name</li><li style="font-size: 16px; font-family: Inter;">Type</li><li style="font-size: 16px; font-family: Inter;">Language</li><li style="font-size: 16px; font-family: Inter;">Content</li><li style="font-size: 16px; font-family: Inter;">Custom fields</li></ul>You can also find instructions on how to create Templates in this <a href="https://www.facebook.com/business/help/2055875911147364?id=2129163877102343" rel="noopener noreferrer" target="_blank">Facebook article.</a> We also recommend checking out&#xA0;<a href="https://docs.gorgias.com/en-US/whatsapp-template-quality-rating-462325" rel="noopener noreferrer" target="_blank">this article</a>&#xA0;on how to ensure high quality of your message templates, which will prevent them from being paused or disabled.<p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: var(--ghc-primary-font-family),sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px;">Once you create your Templates, they&apos;ll appear in Gorgias under the WhatsApp Integration they&apos;re connected to. To see them, navigate to Settings -&gt; App Store -&gt; My apps -&gt; WhatsApp -&gt; your WhatsApp Integration, then click on the Message Templates tab.<p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: var(--ghc-primary-font-family),sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px;">Similar to Macros, you&apos;ll be able to see the name of the Template, category, status, language, etc. In the top right corner, the button will lead you to your Meta Business Manager, where you can manage your existing Templates or create new ones. <img src="https://attachments.gorgias.help/uploads.gorgias.io/0bgJ1Q6QZ2vXKOMk/undefined-df0bad24-bc9e-49be-b71e-812d47bb53a2" style="width: 682px;" class="fr-fic fr-dib"> If you click on a Template, a sidebar will open where you&apos;ll be able to review it (you&apos;ll also be able to use WhatsApp Variables in your Templates).<p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: var(--ghc-primary-font-family),sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px;"><img src="https://attachments.gorgias.help/uploads.gorgias.io/0bgJ1Q6QZ2vXKOMk/undefined-ecd41b46-1360-42a0-a271-b7d14d29966a" style="width: 692px;" class="fr-fic fr-dib"><div class="note-callout">In order to initiate a WhatsApp conversation with a customer in Gorgias, it&apos;s mandatory that you use WhatsApp Templates - you won&apos;t be able to initiate a conversation using this Integration otherwise.</div><p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: var(--ghc-primary-font-family),sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px;"> If you want to respond to a ticket whose channel is different than WhatsApp, change the channel within that ticket and then use your Templates to reply - this will keep the conversation in one ticket, even though you sent a new message using a different channel.<p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: var(--ghc-primary-font-family),sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px;">Once you create a new ticket in your helpdesk, change the channel from Email to WhatsApp in the drop-down menu. Then, you&apos;ll be prompted to use your existing Templates to initiate a conversation.<p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: var(--ghc-primary-font-family),sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px;"><img src="https://attachments.gorgias.help/k5/hc/mz0e/new-ticket-fc81a1ae-923a-42d9-903a-ffba82300a2a.png" style="width: 682px;" class="fr-fic fr-dib">And you&apos;ll see your Templates listed out:<img src="https://attachments.gorgias.help/k5/hc/mz0e/whatsapp_templates-26185be5-5618-4f2b-a924-72d3b6f62109-png-4320%C3%972700--2a971773-ae12-4739-bbf1-166ea2008405.png" class="fr-fic fr-dib" style="width: 682px;"><hr><h2 id="requirements"> Requirements</h2><p id="isPasted" style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: var(--ghc-primary-font-family),sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px;">To ensure that your Template is approved, it must:<p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: var(--ghc-primary-font-family),sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px;">1. Belong to one of the following accepted Template categories:<ul><li style="font-family: Inter; font-size: 16px;">Marketing - Send promotional offers, product announcements, and more to increase awareness and engagement. This category must be &apos;Custom&apos; for it to work with Gorgias.</li><li style="font-family: Inter; font-size: 16px;">Authentication - Send codes that allow your customers to access their accounts securely.&#xA0;</li><li style="font-family: Inter; font-size: 16px;">Utility - Send account updates, order updates, alerts, and more to share important information.</li></ul><p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: var(--ghc-primary-font-family),sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px;">Not allowed:<ul><li style="font-family: Inter; font-size: 16px;">Message Templates with content that violates the <a href="https://www.whatsapp.com/legal/commerce-policy/?fbclid=IwAR16ZpI1Gx-qgJgviDN5v2kLGi9FBouou0VUq4IyWDzdySPsQXlWf1AsYPw" rel="noopener noreferrer" target="_blank">WhatsApp Commerce Policy</a>.</li><li style="font-family: Inter; font-size: 16px;">Message Templates with content that violates the <a href="https://www.whatsapp.com/legal/business-policy/?fbclid=IwAR3sDEkh1nlAaza6dqyIcJqFNJCXjmqIZymiK4C4iv_qYEvVrH_TiM6f8sg" rel="noopener noreferrer" target="_blank">WhatsApp Business Policy</a>.</li><li style="font-family: Inter; font-size: 16px;">Message Templates with content that contains potentially abusive or threatening content, such as threatening a customer with legal action or threatening to shame them publicly.</li></ul><p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: var(--ghc-primary-font-family),sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px;">2. Have a name&#xA0;(can only contain lowercase alphanumeric characters and underscores).<p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: var(--ghc-primary-font-family),sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px;">3. Meet WhatsApp&apos;s length and character guidelines:<ul><li style="font-family: Inter; font-size: 16px;">Templates can&apos;t have newlines, tabs, or more than 4 consecutive spaces.</li><li style="font-family: Inter; font-size: 16px;">The character limit for the body component is 1024, while the character limit for the header and footer components is 60 characters each.</li></ul><p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: var(--ghc-primary-font-family),sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px;">4. Include translations for all languages that you plan to support.

WhatsApp Message Templates

You can migrate your WhatsApp phone number from other platforms (Zendesk, Twilio, etc) through the Gorgias Migration Wizard. To determine whether you should migrate your phone number or simply connect it to Gorgias instead please check the following:

You can migrate your WhatsApp phone number from other platforms (Zendesk, Twilio, etc) through the Gorgias Migration Wizard.<hr><h2 id="before-you-start"> Before you start</h2>To determine whether you should migrate your phone number or simply connect it to Gorgias instead please check the following:1. Is this number currently connected to WhatsApp Business or a WhatsApp account? If the answer is no, there&apos;s no need to migrate - use the <a href="https://docs.gorgias.com/en-US/whatsapp-101-185161#connect-whatsapp-business-non-gorgias-number" rel="noopener noreferrer" target="_blank">Connect WhatsApp Business button.</a>2. Is this number currently connected to WhatsApp via the native WhatsApp mobile or desktop app?&#xA0;<ul><li style="font-size: 16px;">If the answer is yes - delete the number from the app and use the <a href="https://docs.gorgias.com/en-US/whatsapp-101-185161#connect-whatsapp-business-non-gorgias-number" rel="noopener noreferrer" target="_blank">Connect WhatsApp Business button.</a></li><li style="font-size: 16px;">If the answer is no - proceed with the instructions below on how to migrate your number from another provider.&#xA0;</li></ul><div class="note-callout">Don&apos;t disconnect your phone number from your existing provider before starting - you&apos;ll retain the following data from your old WhatsApp provider if you have it: verification tick, message templates, quality rating, and messaging limits.</div><hr><h2 id="step"> Step </h2>1. Go to Settings -&gt; App Store -&gt; All Apps -&gt; WhatsApp.2. Click Migrate From Another Provider.3. Disable 2FA in the settings of the WhatsApp Business Account that had been created via your old provider.<img src="https://attachments.gorgias.help/k5/hc/mz0e/37621d99-b723-426a-8ca2-c415079fe04a-f1a342dc-0ed5-4228-b6cd-d6d99aab7792.png" style="width: 455px;" class="fr-fic fr-dib">3. Create a new WhatsApp Business Account via Gorgias and connect a temporary number.<img src="https://attachments.gorgias.help/k5/hc/mz0e/2e01a9b8-d1bf-435f-9a5b-a64612f64afb-4918a2c0-8be7-4b27-b3f0-34b64b050608.png" style="width: 462px;" class="fr-fic fr-dib">You must create a WhatsApp Business Account integration through our Sign-up flow.If you&apos;ve never created a WABA through Gorgias, you&apos;ll need to create an integration and connect any unused number that isn&apos;t the same as the number you want to migrate (the temporary number can be deleted after the migration is over).It&apos;s important to not skip this step as it&apos;s needed to get a payment method assigned to your newly created account:&#xA0;without, you will get an error when trying to migrate your phone number in the next steps. 4. Fill in the Migration Form and fill in the WhatsApp Business Account ID for the temporary number you just created.<img src="https://attachments.gorgias.help/uploads.gorgias.io/0bgJ1Q6QZ2vXKOMk/undefined-5de37810-7ed7-41c0-9ee7-477c413e50e1" style="width: 692px;" class="fr-fic fr-dib">To find the ID, go to <a href="https://business.facebook.com/wa/manage/home/" rel="noopener noreferrer" target="_blank">this page</a> and find the WABA account you connected to Gorgias.<img src="https://attachments.gorgias.help/uploads.gorgias.io/0bgJ1Q6QZ2vXKOMk/undefined-0d9f9afc-f9ac-4167-8fc4-a23073d55b1e" style="width: 692px;" class="fr-fic fr-dib">5. After you&apos;ve added the WABA ID, fill out the number that you wish to migrate into the field below.&#xA0;6. Select a method of verification, and click on Next. It can take up to 5 minutes for the verification code to arrive - after you receive it, add it to the designated field.<img src="https://attachments.gorgias.help/uploads.gorgias.io/0bgJ1Q6QZ2vXKOMk/undefined-1010601f-7c8c-46d2-b1f5-dbfd996113c6" style="width: 692px;" class="fr-fic fr-dib">7. Click Verify and the setup will be completed.<div class="note-callout">If you get any errors at step 6 or 7, be mindful of retries: for security reasons Meta has a limit of 10 requests in a 72h window, once it&apos;s reached you will start getting errors and have to wait 72 hours before making any new attempts.</div>

WhatsApp Phone Number Migration

WhatsApp is implementing strict quality monitoring of WhatsApp templates - the quality score now includes read rates as the key factor, in addition to traditional metrics like blocks and reports. This process aims to improve engagement, and ultimatel

WhatsApp is implementing strict quality monitoring of WhatsApp templates - the quality score now includes read rates as the key factor, in addition to traditional metrics like blocks and reports. This process aims to improve engagement, and ultimately better return-on-investment for businesses.&#xA0;The evaluation and any subsequent action that comes out of it is done solely by WhatsApp (Meta), but it affects all WhatsApp users, no matter which platform they use to send their WhatsApp messages.&#xA0;<div class="note-callout">There&apos;s no specific threshold of what the read rate should be, but based on data provided by Meta, most businesses with strong customer engagement maintain read rates of 65-80%.</div> If the message template reaches the lowest quality rating (a status of Active - Low quality), it&apos;ll automatically be paused. There will be an error message noting that and giving you a chance to review and modify it.&#xA0;<ul><li style="font-family: Inter; font-size: 16px;">The first time the template gets paused, it will be for 3 hours</li><li style="font-family: Inter; font-size: 16px;">In the second instance of low-rating, the pause will last 6 hours</li><li style="font-family: Inter; font-size: 16px;">Third low-quality evaluation permanently disables the template</li></ul>Paused templates will unpause automatically after the period expires, but there&apos;s also a possibility to unpause them manually by using the unpause button in WhatsApp Business Manager. However, we don&apos;t advise unpausing the template without significant modification, due to the risk of a permanent template ban in case of repeated low ratings.<hr><h2 id="steps"> Steps</h2>You can track your message read rates in WhatsApp Business Manager.1. Go to Meta Business Manager and select your business2. Click on the cog wheel in the left sidebar and choose WhatsApp Manager3. From Overview, hover over the Account tools suitcase icon and select Message templates<img src="https://attachments.gorgias.help/0bgJ1Q6QZ2vXKOMk/hc/Aa90l7EVvjxJWorj/2024040313-5d9774d7-996a-4a98-8403-2353e9e8a376-whatsapp%20business%20manager.gif" style="width: 692px;" class="fr-fic fr-dib"><div id="isPasted" style="color: rgb(70, 90, 105); margin: 0px 0px 40px; -webkit-font-smoothing: antialiased; font-family: &quot;Optimistic Text Normal&quot;, Helvetica, Arial, sans-serif; font-weight: 400; font-size: 18px; letter-spacing: 0.25px; line-height: 27px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Select any message template, then click the template Insights tab to see additional metrics, like button clicks.<p id="isPasted" style="margin: 0px 0px 24px; color: rgb(75, 79, 86); font-family: &quot;Graphik LCG Web&quot;, &quot;Graphik Arabic Web Regular&quot;, -apple-system, &quot;system-ui&quot;, &quot;Helvetica Neue&quot;, Helvetica, Arial, &quot;Lucida Grande&quot;, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Templates can have the following statuses:<ul style="list-style-type: none; margin: 0px 0px 24px; padding: 0px 0px 0px 40px; color: rgb(75, 79, 86); font-family: &quot;Graphik LCG Web&quot;, &quot;Graphik Arabic Web Regular&quot;, -apple-system, &quot;system-ui&quot;, &quot;Helvetica Neue&quot;, Helvetica, Arial, &quot;Lucida Grande&quot;, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><li style="list-style: disc; font-family: Inter; font-size: 16px;">In-Review - Indicates that the template is still under review (can take up to 24h).</li><li style="list-style: disc; font-family: Inter; font-size: 16px;">Rejected - The template has been rejected during our review process or violates one or more of our policies.&#xA0;</li><li style="list-style: disc; font-family: Inter; font-size: 16px;">Active - Quality pending - The message template has yet to receive quality feedback or read-rate information from customers (message templates with this status can be sent to customers).&#xA0;</li><li style="list-style: disc; font-family: Inter; font-size: 16px;">Active - High Quality - The template has received little to no negative customer feedback (message templates with this status can be sent to customers).&#xA0;</li><li style="list-style: disc; font-family: Inter; font-size: 16px;">Active - Medium Quality - The template has received negative feedback from multiple customers, or low read rates, but may soon become paused or disabled (message templates with this status can be sent to customers).</li><li style="list-style: disc; font-family: Inter; font-size: 16px;">Active - Low Quality - The template has received negative feedback from multiple customers, or low read rates (message templates with this status can be sent to customers, but are in danger of being paused or disabled soon, so we recommend you address the issues that customers are reporting).</li><li style="list-style: disc; font-family: Inter; font-size: 16px;">Paused&#xA0;- The template has been paused due to recurring negative feedback from customers, or low read-rates (message templates with this status can&apos;t be sent to customers).</li><li style="list-style: disc; font-family: Inter; font-size: 16px;">Disabled - The template has been disabled due to recurring negative feedback from customers (message templates with this status can&apos;t be sent to customers).</li><li style="list-style: disc; font-family: Inter; font-size: 16px;">Appeal Requested - Indicates that an appeal has been requested.</li></ul></div><hr><h2 id="metrics"> Metrics</h2>You can view several important metrics in WhatsApp Manager for each message template. The metrics for WhatsApp Business message templates listed above are only available to view in the aggregate and when counts are greater than 1,000. Templates created in multiple languages will be displayed in distinct rows using the same template name and have distinct data on messages sent.&#xA0;Messages sent is the number of messages your business sent and that were delivered to customers on WhatsApp.&#xA0;Messages opened is the number of messages your business sent to customers on WhatsApp that were opened. Some opened messages may not be included, as in the case where customers have turned off read receipts. The number of messages opened may continue to increase depending on when customers open the message.&#xA0;Top block reason is the most frequent reason customers reported having when they blocked your WhatsApp phone number after receiving your template. The reasons include:<ul><li style="font-family: Inter; font-size: 16px;">Spam - if they received too many messages in a short period of time</li><li style="font-family: Inter; font-size: 16px;">Didn&apos;t sign up - if the customer didn&apos;t opt-in to receive your messages</li><li style="font-family: Inter; font-size: 16px;">No longer needed - if they don&apos;t require your products or services anymore</li><li style="font-family: Inter; font-size: 16px;">Offensive messages - if they found the content or the wording inappropriate</li><li style="font-family: Inter; font-size: 16px;">Unknown - customers may choose Other as a reason for blocking your number</li><li style="font-family: Inter; font-size: 16px;">No reason given - customers are not obligated to provide a reason</li></ul><hr><h2 id="tips-to-improve-template-quality"> Tips to improve template quality</h2>Here are some strategies recommended by Meta to improve your message read rates:&#xA0;<ul><li style="font-family: Inter; font-size: 16px;">Know your audience - Tailor your messages to specific user segments for more relevant communication.&#xA0;</li><li style="font-family: Inter; font-size: 16px;">Find good timing - To maximize chances of engagement with your templates, consider not sending on days when many businesses are competing for your customers&#x2019; attention, such as weekends or seasonal peaks.</li><li style="font-family: Inter; font-size: 16px;">Mind the frequency of messages - Monitor how many marketing conversations a customer receives per day and week to avoid overloading the customer.</li><li style="font-family: Inter; font-size: 16px;">Allow cool downs&#xA0;- Give customers who have stopped engaging with your templates a break. Always include the option to opt out of marketing conversations on WhatsApp.</li><li style="font-family: Inter; font-size: 16px;">Provide Opt-in - Opt-in before any business-initiated messaging is required, but additional opt-in for marketing content is a recommended best practice to avoid negative feedback.</li><li style="font-family: Inter; font-size: 16px;">Enable Opt-out&#xA0;- Always include the option to opt out of marketing conversations on WhatsApp.</li><li style="font-family: Inter; font-size: 16px;">Pay attention to the relevance of the message - Make sure the subject line or preview text clearly indicates the message&apos;s relevance. Similarly, if previous interactions have been negative, this may discourage people from reading messages.</li><li style="font-family: Inter; font-size: 16px;">Optimize the first 60-65 characters - This is what people see first in their message preview on WhatsApp. Make it engaging, convey the main point, personalize it, and test different approaches to see what works best.</li></ul>

WhatsApp Template Quality Rating

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