FAQ

General

What is the WhatsApp Business Platform

The WhatsApp Business Platform / WhatsApp Business API is a solution designed for medium and large businesses to communicate with customers at scale, programmatically on WhatsApp.

What is 360dialog?

360dialog is an official WhatsApp Business Solution Provider (BSP) that gives businesses direct access to and support for the WhatsApp Business Platform, enabling seamless integration, management, and scaling of customer communication on WhatsApp.

Which countries are blocked from using the WhatsApp Business Platform?

WhatsApp excludes phone numbers from certain countries and regions from being registered on or communicating via the WhatsApp Business Platform:

• Crimea (+7978)

• Donetsk (+7856)

• Luhansk (+7857)

• Cuba (+53)

• Iran (+98)

• North Korea (+850)

• Syria (+963)

These restrictions are based on the phone number’s country code. A number from one of these blocked regions cannot be registered for the WhatsApp Business Platform.

Getting Started

I use the standard WhatsApp. Can I use the WhatsApp Business Platform?

Yes. You can use the WhatsApp Business Platform, but you must first delete your existing WhatsApp Messenger account for that number. It is recommended to back up your chat history and media before deletion, as this data cannot be migrated to the API. Once the account is deleted, the number can be registered with the WhatsApp Business Platform through 360dialog.

I use the WhatsApp Business App. Can I use the WhatsApp Business Platform?

Yes. You have two options:

1. Clean registration: Delete the WhatsApp Business App for your number and register it directly on the WhatsApp Business Platform. Before deleting the app, it is recommended to do a backup in case you wish to go back to the Business App in future.

2. Coexistence onboarding: Use the Coex onboarding process to register for the API while continuing to use the WhatsApp Business App, retaining messaging capabilities on the app. This allows your number to operate on both the app and the API simultaneously.

I’m using the WhatsApp Business Platform. Can I change my phone number?

You cannot directly change an existing number. To use a new number:

1. Register the new number through the Embedded Signup flow.

2. Once the new number is active and functioning, you can delete the old number if it is no longer needed.

Newly registered numbers start at the lowest messaging tier and are automatically upgraded over time based on usage.

Messaging

How are messaging limits increased?

Messaging limits increase automatically based on message quality and sending activity. Meta evaluates account performance and scales limits progressively from 250 users to higher tiers. Messaging limit increases cannot be manually requested.

Can multiple phone numbers be registered under one WABA?

Yes. A WhatsApp Business Account (WABA) can contain multiple phone numbers. Messaging limits and quality evaluation are shared at the account level.

Does 360dialog control approvals or messaging limits?

No. Messaging limits, template approvals, and policy enforcement are managed entirely by Meta. 360dialog provides platform access and infrastructure but cannot override Meta decisions.

Can messages be sent without user opt-in / consent?

No. WhatsApp requires explicit user opt-in before sending business-initiated messages. Sending unsolicited messages may lead to quality degradation or account restrictions.

Can I access the profile picture (avatar) of a WhatsApp user via the WhatsApp Business Platform?

No. The WhatsApp Business Platform does not provide an API to access or manage end-user profile pictures or avatars.

Can a WhatsApp Business Platform number message another WhatsApp Business Platform number?

No. WhatsApp Business Platform registered numbers cannot send messages to other registered numbers. They can only message regular WhatsApp accounts or WhatsApp Business App accounts.