Manage your WhatsApp business account

With Embedded Signup, users have full ownership and control over their WhatsApp Business Accounts (WABAs). They can perform multiple tasks using their WhatsApp Manager. Click any of the following options to read more on the most common tasks.

The following table describes the most commonly encountered errors or scenarios during WhatsApp onboarding or when sending WhatsApp messages to your end-users.

Topic/category Error message and scenario Suggested resolution
Embedded Signup Flow

You get an Unknown error saving integration when you attempt to create or save your integration.

If you are performing a migration, check if the two-factor authentication (2FA) has been disabled for your number in the source WABA.

If you are reintegrating your number that was previously integrated in Genesys Cloud (for for example in a different Region or Organization), check if you have entered the 6-digit PIN that you used when you originally created the integration. You can change the PIN for your number by going to your WhatsApp Manager or request Genesys to change the PIN.
Template Messages – Per-User Marketing Message Limits

Error code: 131049

Description: This message was not delivered to maintain a healthy ecosystem.

Meta chose not to deliver the message.

WhatsApp limits the number of marketing template messages that a person receives from any business in a given period. For more information, see Per-User Marketing Template Message Limit. 
Template Messages – Marketing Experiments

Error code: 130472

Description: User's number is part of an experiment.

Message was not sent as part of an experiment.

WhatsApp does not sent marketing messages to users who are part of the marketing message experiment. For more information, see Marketing Message Experiments.
Template Messages – Parameter Count Mismatch

Error Code: 132000

Description: Template Param Count Mismatch

The number of variable parameter values included in the request did not match the number of variable parameters defined in the template.

Your request must include all the variable parameter values that are defined in the template.
Template Messages – Template does not exist

Error Code: 132001

Description: Template does not exist

The template does not exist in the specified language or the template has not been approved.

Check if the template you are using has been approved and the template name and language locale are correct.
Messages Not Delivered

For more information, see Support – Cloud API – Documentation – Meta for Developers
Message Undeliverable

Error Code: 131026

Description: Message Undeliverable

Meta is unable to deliver the message. Reasons can include:

  • The recipient phone number is not a WhatsApp phone number.
  • The recipient has not accepted Meta’s new terms of service and privacy policy.
  • Recipient using an old WhatsApp version; must use the following WhatsApp version or greater:
    • Android: 2.21.15.15
    • SMBA: 2.21.15.15
    • iOS: 2.21.170.4
    • SMBI: 2.21.170.4
    • KaiOS: 2.2130.10
      • Web: 2.2132.6

If you are using communication methods other than WhatsApp, then: 

  • Confirm if the user can send a message to your WhatsApp business phone number.
  • Confirm if the users have accepted the latest Terms of Service (Settings > Help, or Settings > Application information will prompt them to accept the latest terms/policies if they haven’t done so already)
  • Update to the latest version of the WhatsApp client.

I no longer have access to my Meta business portfolio/business manager account. How do I register WhatsApp numbers?

You cannot register WhatsApp numbers in Genesys Cloud without access to a Meta Business Portfolio. Also, you require Facebook/Meta Login to create WABAs and add phone numbers using Embedded Signup Flow.

For more information about accessing Meta Business portfolio or business manager account, see:

How can a Genesys partner access their customer’s WABA

If you are a partner and need access to your customer’s WABAs work with your clients to gain access using one of the following options:

  • Add people to a business portfolio and assign a business asset – Clients can add individual people from the partner company to their Business Manager/Portfolio and assign them access to specific WABA assets.

  • Give a partner access to business assets – Clients can share their WABA with the partner without giving them access to their Meta Business Account. This is a more secure option. In this case, the partner must have their own Meta Business Account and once the WABA is shared with them. They are able to view it from within their Meta account depending on the type of access that is assigned.

What is business verification and why do I need it?

Business verification confirms that your account belongs to a legitimate business or organization and your business is a legal entity. It allows you to scale your traffic and qualify for higher messaging limits. When your business is verified, it provides:

  • An increase in the phone number limit. 
  • Provides visibility for your business’ display name.
  • Eligibility to request Official Business Accounts (OBAs) that have a verified badge or a green check mark.

For more information about Meta business verification, see:

What types of phone numbers can I register on WhatsApp?

You can register any phone number with a country and area code that can receive voice calls or SMS from international numbers. It can include:

  • Genesys Cloud Voice as well as Local SMS Inventory Numbers procured through Genesys.
  •  1-800 and toll-Free Numbers as long as they are not behind an IVR system during the WhatsApp verification process.
    • If you are unable to disconnect your number from IVR for WhatsApp registration, Genesys can request originating voice call numbers (ANIs) from WhatsApp, which you can use to reroute your verification calls to another number capable for receiving the calls. Allow at least 2–3 business days for WhatsApp to provide these numbers.
  • A phone number owned by the business.

You cannot register short codes or sender IDs.

Mobile phone numbers registered on an Android or iOS WhatsApp Messenger or WhatsApp Business App cannot be migrated to the WhatsApp Business Platform. To re-use and register these numbers on the WhatsApp Business Platform through Genesys Cloud, the WhatsApp mobile account MUST be deleted first. Please follow these instructions to permanently delete the account from your mobile app. Note that simply uninstalling the app does not release the number; the account itself must be deleted for the number to be fully released and treated as a brand-new number for registration. After you have deleted the account, wait 3-5 minutes for the number to be released by WhatsApp. Then, create your WhatsApp integration in Genesys Cloud by following the Embedded Signup Flow process.

For more information about phone number types you can register on WhatsApp, see About Business Phone Numbers, About your WhatsApp Business phone number’s quality rating, and Quality Rating & Messaging Limits.

I procured an SMS number/long code from Genesys Cloud’s SMS number inventory. Can I use the same number for WhatsApp?

Yes, you can. However, you can get your SMS numbers verified only using the voice method. Genesys must setup call forwarding on the number for you to be able to receive the WhatsApp verification code. Submit a request to the Genesys WhatsApp team with the details of your GC region, Org Id, SMS number and any voice-enabled number of your choice that you want calls forwarded to.

Note: Ensure to send in your request before creating your WhatsApp integration.

How much downtime should I expect during a WhatsApp migration from another BSP or from Genesys Engage?

  • For numbers that are live in Genesys Engage:
    • Customers must delete their existing WhatsApp integration in Genesys Engage before migrating using Embedded Signup in Genesys Cloud.
    • Expect downtime to be under 10 minutes assuming all the migration pre-requisites are successfully met in advance.
  • For numbers registered through another Solution Partner:
    • Downtime depends on whether the number is disconnected ahead of the migration. If the number is not disconnected, downtime doesn’t begin until you perform the final step of creating the integration in Genesys Cloud. Until then, the business phone number can be used to send and receive messages without interruption using the other BSP.

How are my messages billed during the migration?

If your messages are sent before migration is complete or if you have undelivered messages sent before migration is complete, then your old solution partner is billed. If your messages are sent after the migration is complete, then your new solution partner will be billed.

After the migration, do I need to re-create existing message templates in the new WABA and also reconfigure my canned responses in Genesys Cloud?

No. You do not need to re-create templates in your destination WABA. They are automatically duplicated from your source WABA to the destination WABA and are granted the same quality ratings and statuses as their source counterparts. If you are migrating from Engage or another solution provider, configure your templates as canned responses in Genesys Cloud.

Note: Only templates with a status of Approved and a quality score of Green are eligible for duplication.

If I am moving my contact center from one Genesys Cloud region/org to another, how do I transfer my WhatsApp integration to the new region/org?

To transfer your WhatsApp integration to the new region/org, perform the following steps:

  1. Delete your WhatsApp integration from your existing region/org.
  2. Follow the Embedded Signup Process to re-create your integration in the new region/org.
    Note: You do not need to disable 2FA for the number during this process. However, ensure that you enter the same 6-digit PIN that you used when the integration was originally created. You can also change the PIN for your number by going to your WhatsApp Manager, or request Genesys to change the PIN.
     

How do I obtain a green check mark or verified badge for my WhatsApp business profile?

OBAs have a green check mark or verified badge beside the display name in the Contacts view.

  • WhatsApp verifies that an authentic and notable brand owns the account.
  • Submit your request through your WhatsApp Business Manager.
    Note: If an OBA request is denied/rejected by WhatsApp, it cannot be appealed. Wait for 30 days before resubmitting a new request.

What happens if my WABA has been disabled and how can I get it reinstated?

Navigate to Meta Business Support Home to check the status of your WhatsApp Business Accounts. Depending on WhatsApp’s Business or Commerce Policy violation, you can request a review of your restricted or disabled account.

For more information about reinstating your account, see Troubleshoot a restricted account

How do I change the display name associated with my WhatsApp phone number?

To change the display name for a phone number that is part of an existing embedded WABA review the display name guidelines and then perform the following steps:

  1. Navigate to WhatsApp Manager > Account tools > Phone Number settings.
  2. In the Display Name field, edit the display name.
    Note: Wait for WhatsApp to approve the new name. Approval can take a few minutes to a few hours. Once the review is complete, Meta sends you a notification to your Meta account or to your email. You can proceed further only if your display name is approved. If the display name is rejected again, you need to repeat Steps 1 and 2 and Edit the name again based on WhatsApp’s guidelines.
  3. If your display name is approved, perform the following steps:
    1. Delete your existing WhatsApp integration.
    2. Wait for 1-2 minutes for the number to go offline status in your WABA. 
    3. Create a new WhatsApp integration using the same Embedded Signup Flow. See WhatsApp Embedded Signup flow overview.
    4. Select your WABA and the old WhatsApp business profile for your phone number.
      Note: Do not create a new WhatsApp Business Profile. Even though you are selecting the old Business Profile with the old display name, the new display name approved by WhatsApp automatically displays for your Business Profile once the integration is saved.
    5. Create or save the integration on the Platforms page by using the same 6-digit PIN that you had entered last time. If you have lost or forgotten your PIN, you can change it by navigating to the WhatsApp Manager > Accounts Tools > Phone Number Settings > Two-step verification page. Once the integration is saved, check the Business profile for the number on your phone, which displays the approved new name.
  4. If you display name is not approved, repeat steps 1 and 2 of the procedure.

Note: It is recommended that you prepare and plan the reintegrating and reverifying your WhatsApp number using voice or SMS during off-peak hours.

How do I update my WhatsApp business profile?

You can manage your WhatsApp phone numbers and business profiles from the WhatsApp Manager within your Meta Business Portfolio/Manager. To update your business profile for your phone number, perform the following steps:

  1. Log in to your Meta Business Manager and select your Business Portfolio.
  2. Navigate to WhatsApp Manager > Account tools > Phone Numbers to update the profile.

You can request message links or QR codes for your WhatsApp numbers from the WhatsApp Manager within your Meta Business Portfolio/Manager. For more information about how to manage QR codes, see Manage your WhatsApp Business platform QR code.

Does WhatsApp impose any limit on template configurations? 

Yes, WhatsApp imposes a limit of 10 total buttons per template. If you configure more than 10 buttons in your canned response, the template message will fail to deliver.

What types of WhatsApp message templates are supported in Genesys Cloud?

Only Utility and Marketing templates are currently supported in Genesys Cloud. These templates can contain the following components:

  • Headers (with static or dynamic text or image)
  • Footer Text (text-only)
  • Call to Action Buttons
    • Quick Reply Buttons
    • Call Phone Number Buttons
    • Visit Website Button (with static or dynamic URL)

How do I create a new WhatsApp message template in my WABA?

For more information about creating a new WhatsApp message template in your WABA, see Create message templates for your WhatsApp Business Account.

For additional information, see: 

How do I add and use an approved WhatsApp message template in Genesys Cloud?

For more information about adding and using the WhatsApp template messages, see Add a WhatsApp template message and Use a WhatsApp template message.

For more information about agentless WhatsApp notifications, see Agentless WhatsApp notifications. For more information about agent initiated WhatsApp, Create and configure queues and Send an outbound message on behalf of a queue.

Are there any country restrictions for WhatsApp?

Yes, there are restrictions. For more information, see Country Restrictions. For additional information about Meta’s data privacy, security, and compliance, see Data privacy and security, Compliance center, and Trust and safety.

How do I access my WhatsApp Insights data?

You can run real-time monitoring of messaging and spending analytics of your WhatsApp business account. You can also view the metrics of all conversations on the Insights tab of the WhatsApp Manager. The real-time graphs enable you to look into the performance of each metric. For more information about how to view conversation insights for your WABA, see View conversation insights for your WhatsApp Business Account.

Does Genesys always bill for WhatsApp’s passthrough charges?

Yes, for all WhatsApp numbers registered through Genesys Cloud’s Embedded Signup process, Genesys’ credit line is attached to the WABA. Meta bills Genesys for all WhatsApp charges incurred for the WABA. Genesys will pass-through these charges to customers or partners on our invoices.

Where can I find more information on Genesys Cloud and WhatsApp pricing?

For more information about Genesys Cloud and WhatsApp pricing, see Messaging pricing and Pricing – WhatsApp Business Platform.