Government Agencies

This page describes how government agencies can access the WhatsApp Business Platform.

Background

Government Agencies must get additional approval from Meta to use the WhatsApp Business Platform. We have a process to onboard government agencies and maximise the chances of obtaining this approval from Meta. At a high level, the process is as follows:

1. Create a WABA - The government agency must use the Embedded Signup to create a WhatsApp Business Account and register the phone number

2. Information collection - The government agency must engage with our support team and provide some information to them

3. Account and use case approval - 360dialog submits a formal request to Meta with the information about how the government agency plans to use WhatsApp.

4. Verification and integrity checks - Meta verifies the government entity.

5. Approval - The government agency can now start messaging

6. Request OBA - This is an optional but recommended step - the government agency can apply for an Official Business Account / blue badge.

Platform Eligibility

Allowed ✅	Not allowed ❌
Government entities	Law Enforcement, Military Services, National Security and Intelligence Agencies
Nonprofits	Political parties, politicians, political candidates and political campaigns
Community organizations	Emergency services or emergency service providers, including the police, fire departments, or hospitals, or other services that connect to public safety answering points
	Entities offering services related to serving the above organizations

If a Government Agency account is found to be violating any of WhatsApp’s policies, the account (Business Manager) may be disabled along with associated assets (WhatsApp Business Accounts and Messaging Account).

Government Agency Pricing

Phone numbers used by Government Agencies are charged at the Premium subscription rate.

• Direct 360dialog customers: EUR 99 / USD 119 per month, per registered phone number.

• Customers using 360dialog through an Integration Partner: The applicable Premium subscription rate of the respective Partner applies.

• Messaging costs: Messaging fees are charged separately and are not included in the subscription price.

Requirements

The government agency must have the following:

1. Approval from Meta - All Government agencies must receive approval from Meta. Note that receiving the initial approval from Meta, it doesn’t guarantee that the government agency can onboard to the WhatsApp Business Platform.

2. The Government Agency must comply with WhatsApp's Business Messaging Policy

3. The Government agency needs a publicly accessible website which is secured with SSL encryption.

4. The Government agency must have a Verified Business Portfolio. Government agencies must verify their Business Portfolio from Meta Security Centre.

Business Verification Path for Government Agencies Partner-led Business Verification (PLBV) is not available for government agencies. Accounts must use the Classic Business Verificationprocess to verify their Business Portfolio.

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Government Agency Onboarding Process

These steps should be performed by an authorised representative of the government agency.

1

Create a WhatsApp Business Account

Create a new WhatsApp Business Account (WABA) using the Embedded Signup. Note the WABA ID of the newly created WABA. Note: If you also register the phone number during this step, do not start messaging until you receive Mtea approval. See step 6.

2

Contact Our Support Team

Login to your 360dialog account and contact our support team. Inform our team that you want to onboard a government account.

3

Submit Information

The following information will be requested by our support team, so it speeds up the process if you have the data prepared:

• First and Last Name

• WhatsApp Display Name

• Name of Government Entity

• WABA ID

• Jurisdiction the government, government agency, or government entity is based in

• Jurisdiction the government, government agency, or government entity represents

• Brief description of use case

• Whether the entity is requesting the user for Personally Identifiable Information (PII)

• Whether the entity an Electoral Authority

• Additional information to increase the chance of approval

We submit the government request to Meta and provide you with a case number.

4

Meta Business Verification

If the Government Agency does not have a verified Business Portfolio, they must proceed with the verification process.

Classic Business Verification via Meta Security Centre is the only Business Verification path available for government agencies. It can take up to 14 days for Meta to review the business verification request.

5

Receive approval ✅

Wait for Government account approval from Meta.

6

WABA approval ✅

Ensure the WABA has approved status. If not, engage with our support team to appeal the WABA status

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7

Register Phone number

Relaunch the Embedded Signup, select the Government WABA and proceed with number registration. Ensure you select the desired display name during the Embedded Signup process. It can take up to 48 hours for the display name to be reviewed by Meta. When the display name is approved -> It is safe to start messaging on the phone number.

8

Request OBA

The Official Business Account is the blue verification badge that appears next to the display name, confirming to citizens that your account is authentic. We can submit the OBA request to Meta once all prerequisites are in place.

For more information, see Official Business Account (OBA).

FAQ

What is the typical time needed to onboard a government entity fully?

Typical total time: 3–5 weeks, but it depends on many factors, such as 1) if the agency already has a verified Business Portfolio 2) if the WABA encounters any restrictions and 3) if an OBA is required.

Can a Government Agency verify its business using PLBV?

No. Only Classic Business verification is possible for government agencies.

Can a government agency use WhatsApp Coexistence / Coex?

Yes. If a government agency already has an active WhatsApp Business App and wants to use Coex, they must provide us with the SMB number instead of the WABA ID.

If the government agency WABA is disabled, what should I do?

Engage with our support team to appeal the ban.

What happens if a government agency violates Meta's Business Messaging Policy? Is there any additional leeway offered to government agencies?

No. If a Government Agency account is found to be violating any of WhatsApp’s policies, the WABA and Business Manager may be disabled along with associated assets.

How can I identify a government agency from a regular business on WhatsApp?

Government agencies should have the WhatsApp Business profile business category: Government

Official Meta Documentation

WhatsApp for Government and NonprofitsMeta for Government and Nonprofits