Ensure your broadcasts comply with WhatsApp guidelines

WhatsApp may impose different restrictions based on policy violations:

1. Warnings: WhatsApp may issue a warning before applying serious restrictions if your content is misleading or violates guidelines.
2. Frequency capping: Limits the number of marketing messages a user can receive within a set time.

• This cap applies to all marketing messages a user gets from any business, not just yours. The exact limit varies at Meta's discretion.
• If a user has already reached their cap and you try to message them, your message won’t be delivered. Do not try to resend immediately.
• If you reach the limit for messaging new users, you can still engage with your existing leads.

1. Outgoing message restrictions: Business-initiated messages may be blocked for 1-3 days. Adding new phone numbers may also be restricted.
2. Full conversation block: If restrictions escalate, your account may be blocked from:

• Sending company-initiated messages.
• Replying to customer messages.
• Adding new phone numbers.

This block can last 5, 7, or 30 days.

1. Permanent account ban: Repeated violations may result in permanent account disabling without recovery options.

Common reasons for restrictions include:

1. Providing false or misleading company details (name, address, registration, tax ID).
2. Using a business name that doesn’t match the legal entity.
3. Missing required verification documents (COI, business registration, tax ID).
4. Unauthorized use of brand names or trademarks.
5. Creating an account for a non-existent company.
6. Failing to provide additional business details when requested by WhatsApp. (e.g., name, contact number).
7. Creating multiple accounts without proper authorization.

Keep your business information accurate and up to date by following these steps:

• Keep your company profile updated with correct details.
• Ensure your business name matches official records.
• Maintain a strong online presence (website, social media profiles).
• Follow WhatsApp’s verification policies.
• Keep your contact and payment information up to date.
• Avoid using fake profiles or unauthorized business pages.
• Use a legitimate payment method and pay Meta on time.
• Do not use a credit card linked to a previously banned ad account.
• Operate from a single IP address when managing Meta accounts (or use a VPN if managing from multiple locations).

To prevent frequency capping, be sure to:

• Segment your audience and personalize messages instead of sending a generic template to everyone.
• Schedule messages based on the recipient’s time zone to improve engagement.

- Avoid sending messages late at night (after 10-11 PM) or early morning.

- Avoid Mondays due to high weekend message volumes.

- Avoid major holidays, when response rates may be low.

• Use scheduling features to optimize delivery times.

Follow these best practices for WhatsApp campaigns:

1. Use clear, spam-free messages templates with appropriate categories.
2. Only send messages through approved templates via WhatsApp Cloud API. Read our article to learn more about the integration.
3. Enhance messages with media (images, videos, carousels, quick-reply buttons).
4. Personalize content based on user preferences, behaviors, and demographics.
5. Provide value by sharing relevant offers, updates, or helpful information.
6. Follow Meta’s policies to maintain uninterrupted messaging.

Read our Broadcasting article to learn more.

WhatsApp Cloud API restricts message volumes based on account levels:

What happens if you exceed your limit?

1. Any messages sent beyond your limit won’t be delivered.
2. Repeated violations may trigger a 24-hour block on outgoing messages. Continued violations may lower your quality rating and lead to further restrictions.
3. In some cases, WhatsApp may block outgoing messages for 1 to 3 days. During this period, you can still receive and reply to incoming messages but cannot send new messages or add phone numbers.

To increase your messaging limit, you must:

1. Maintain an above-average quality rating.
2. Send twice your current message limit within 7 days.

For example, if your limit is 1,000 users, and you send 2,000 messages in a week, your limit will automatically increase to 10,000. Only delivered messages count toward this threshold. Upgrades happen within 48 hours of meeting the requirement.

Need more help setting up or troubleshooting? Contact us by sending an email to support@kommo.com or write to us via WhatsApp. You can also hire a Kommo partner to do all the hard work for you.

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