➡️ How do I get a green tick verification for my WhatsApp Profile?
Brands can request to be an Official Business Account via their WhatsApp Manager:
https://www.facebook.com/business/help/604726921052590
➡️ Is there any additional cost for using WhatsApp Business?
In addition to the charges per conversation, LivePerson charges a 15% handling fee on top of the WhatsApp rates listed below:
https://developers.facebook.com/docs/whatsapp/pricing/
https://developers.facebook.com/docs/whatsapp/pricing#rate-cards
➡️ How many WhatsApp numbers can I onboard to my Conversational Cloud account?
Brands are limited to 2 numbers initially before they achieve Business Verification and reach the Messaging Tier thresholds required to add up to 20 numbers per business:
https://developers.facebook.com/docs/whatsapp/phone-numbers#phone-number-limits
These limits can be expanded upon request if the brand’s volume is greater than the recommended limits & thresholds
➡️ What is the difference between the WhatsApp Business App and the WhatsApp Business API?
The WhatsApp Business App is an app that provides small businesses a simple way to connect with their customers. It is available for Android and iOS.
The WhatsApp Business API gives solution providers such as LivePerson access to the WhatsApp platform to enable sending and receiving WhatsApp messages at scale.
➡️ Is it possible to migrate an existing WhatsApp number from a different provider to LivePerson?
In order to migrate WhatsApp numbers to LivePerson, it is required that the current provider disables Two-Factor-Authentication on the required numbers as the first step. To initiate the migration, businesses must undergo the onboarding flow in Conversational Cloud. When asked to add a phone number to their WABA, brands will see a notification confirming the migration of their phone number to the new partner or client, before proceeding to complete the migration.
Note: Please be aware of a known issue that can cause the migration process to fail when attempted near the end of a billing month. You may see an error message such as "Failed to share WhatsApp Business account with partners."
Workaround:To ensure a successful migration, we strongly recommend you perform the migration either:
- More than 3 days before the end of a billing month
- Within the first 3 days after the start of a new billing month.
➡️ Backup Solution
Once Two-Factor-Authentication is disabled, the brand should create a ticket with the 3PM team: here and provide availability slots to meet with the team to carry out the migration. The LivePerson team will initiate a call / sms to the required WhatsApp number which will need to be answered by the brand whom will relay the OTP to LivePerson team. LivePerson team will finalize backend configuration and complete the migration before testing with brand in call.
➡️ How do I change the WhatsApp name?
Brands are now allowed to apply a name change on WhatsApp channel within the Self Service via Channel Setup on the CCUI.
Updating the WA display name is a two-step process:
1. In WhatsApp Business Manager:
- Log in to your WhatsApp Business Manager account.
- Select the relevant account and phone number.
- Navigate to Profile and click Edit Display Name.
- Once your name change request is approved, proceed to the next step.
2. In CCUI:
- Log in to CCUI.
- Go to Manage >Channel Setup > WhatsApp.
- Locate the relevant card and click Apply.
To avoid rejection it is recommended that brands use a name that is clearly shown on their website and matches the business name registered in their Meta Business Suite.
Note: If a previous name has already been approved, this process will not cause any downtime. If the number is newly onboarded then it will not go live until the name is approved. Green check names will lose their green check if a name change is requested and brands will then have to re-apply for it:
https://www.facebook.com/business/help/604726921052590
Limitations:
- For brands that do not own their WABA, please contact your LP representative. You can then proceed directly to step 2 in CCUI.
- The certificate for the new display name is only available for 14 days. If the certificate expires, you'll need to submit the display name for review again by Meta on the WhatsApp Business Manager.
- If you didn’t Apply the name change after 14 days > the Apply/Report button will disappear and you will need to update the name again on the WhatsApp Business Manager.
- Brands can change their display names up to 10 times in a 30 day period.
Note: If your name change request has not been fully approved by Meta, you can click "Report Issue," and we will initiate a support ticket with Meta.
➡️ Can I use the same WhatsApp number (WA Profile) for WhatsApp API and WhatsApp App?
You can’t use the same WA number (WA profile) on API & App.
➡️ How do I appeal a rejected or recategorized WhatsApp template?
If a WhatsApp template is rejected or has been recategorized, you can request a review directly through Meta's UI. If you have access to your own WhatsApp Business Account, you can follow the instructions below to appeal your templates.
You can request Meta to review the category of your template in the following scenarios:
- The template is categorized as UTILITY or MARKETING, and its status is REJECTED.
- The template is categorized as MARKETING, and its status is APPROVED.
To submit an appeal, follow these steps:
- Log in to your WhatsApp Business Manager account.
- Select the Message Templates dropdown from the options in the UI.
- Click on Manage Templates.
- Locate the rejected template you want to appeal and click on it.
- Click on Edit Template
- A banner will appear at the top of the screen if the template is eligible for review. Click on Go to Business Support link in the banner to be redirected to Business Support.
- Select either Rejected message templates or Template category updates and choose the template you want to appeal.
- Click the Request Review button.
- Select the appropriate Appeal Reason, and in the Tell us more text box, explain your issue in detail, providing relevant information about why the template needs to be approved.
- Click on Submit
After you submit a request for review, there are two possible outcomes:
- The review is approved, and the category of the template will be updated. You can find it under the Business Support section in the Template category updates > Reversed tab.
- The review is rejected, and the category will not change. It will remain visible under the Business Support section in the Template category updates > Unchanged tab.
You can also view rejection notifications in multiple places:
- Business Support Home: Go to Account Overview > View My Accounts, select your Meta Business Account, then your WABA, and navigate to the Rejected message templates section.
- Email Notification: Rejection details are also sent to the email address associated with your WhatsApp Business Account.
Please note that Meta’s decision on template appeals is final, and LivePerson cannot affect the final decision. Refer to Meta’s official Template Guidelines for more information.