To start using your WhatsApp integration make sure that these 5 conditions are met:
- Your WhatsApp Business Account (WABA) is verified and approved
- A phone number from your WABA used for connection to your ManyChat account has the "Connected" status
- Messaging limit for this phone number isn't "Sandboxed"
- The phone number has a certificate
- A Display Name related to this phone number is approved
If at least one of these conditions is not met, then the channel activation cannot be completed. This means that your account will be limited in the number of WhatsApp contacts to whom you can send messages, or in the amount of these messages.
In the rest of this article we explain how you can independently check that each of these conditions is met and what to do if it is not.
Before you start
This article only addresses issues that might occur after you have successfully completed the process of connecting WhatsApp integration to your MC account. If you did this, your WhatsApp channel settings should look like this:
If you see this instead:
we recommend that you complete the integration connection process at first. We strongly recommend you consult our WhatsApp Beta Participant's Guide to avoid activation problems. Also, feel free to use our helper bot available by clicking the "Get help with connection" link below the "Connect" button.
We also remind you that in order to use the WhatsApp integration, your account must have an active PRO plan subscription:
WhatsApp Business Account is verified and approved
Check this by going to Facebook Business Manager → Settings → WhatsApp Accounts → Click your account name → Settings Tab and looking below the header called "Account Status".
If Account Status is not "Approved", in the majority of cases it means that the Business Manager hosting the WhatsApp Business Account (WABA) that was connected to ManyChat hasn't been verified by Facebook yet. If Business Manager is verified, you should see the same status on below "Business Verification" header:
If you have not started the process of Business Verification please start it as soon as possible.
To do so, please go to the Facebook Business manager of the business to be verified → Settings → Security Center and click "Start Verification" button.
Follow on-screen instructions to provide data and upload all the required documents.
Tip 1 Provide some proof that your business's fantasy name (alias) is connected to your legal name in legal papers. Simple copyright in the footer section of your website will do the trick.
Tip 2 Provided business email should have the same domain as the business website - otherwise, it can trigger some questions from Facebook's Trust & Safety team.
Please be sure to check your business inbox and emails from Facebook / WhatsApp Teams since they might request some additional documentation or ask for clarification.
A phone number from your WABA has the "Connected" status
You can check your phone number status by clicking "WhatsApp Manager" here:
After that, you'll see your WhatsApp Manager page with the connected phone number(s). Make sure the phone number has the "Connected" status like on the screenshot below:
Messaging Limit for this phone number is not "Sandboxed"
Check your phone number's Messaging Limit on the right. It should look like this (see the screenshot below). The "Sandboxed" status means that your WhatsApp Business is currently not verified and in the Sandbox mode.
The phone number has a certificate
You should be able to see your phone number's certificate. Just click the "View" button on the right:
Certificate is a long string of characters that looks like this:
IMPORTANT! Do not share this certificate with anyone! It can compromise your account.
A Display Name connected to this phone number is approved
The last thing you need to check before you start using your WhatsApp integration is the Display Name status, it should be approved. To check that Click the "View" button located in the Certificate column of WhatsApp Manager.
When your action is needed
There are usually 2 reasons why conditions mentioned above are not met:
- Your business entities (such as Business Manager, WABA, phone, Display name, etc.) are still in review (look for "In review", "Pending", "Pending Approval" statuses).
- Business entities that went through the Review got eventually rejected for some reason. The most common reason is that the business you're trying to verify does not comply with WhatsApp Commerce policy or Business policy.
So your action is needed whenever you got the rejection status on any of those business entities: Business Manager, WABA, phone, Display name, etc.
Please do not worry if that's the case. It does not mean that your Business Manager is going to be banned on Facebook and you'll lose access to it or anything like that. It just means that you didn't make it on your first try or that WhatsApp's review team made a mistake. That happens. We encourage you to reapply again ensuring that your next application meets all the requirements explained in the policies (see links above).
ACTION NEEDED EXAMPLE: Display name was rejected
If the Display name was rejected you need to change it to another one making sure it complies with WhatsApp's Display Name Guidelines. To change the name that was rejected hover your cursor over the display name to be changed and click the pencil icon that will appear:
Enter a new name and follow on-screen instructions. Keep in mind that the new name you provide is the subject of the new approval process and will take some time.
If you got the rejection status and from the Business Manager interface or from Facebook's notifications it's not clear what to do next to resolve it, we recommend contacting Facebook Business Support. Try these resources:
- or contact your Facebook account manager directly if you have one.
If you didn't get any help or guidance from Facebook, we recommend starting the WhatsApp connection process all over again using different business entities (change the Display name, use the new phone number, create a new Business Manager, use other legal documents to apply for Business Manager verification, etc.). To do that you will need to ask ManyChat Support Team to delete your previous integration first by submitting the request to email@example.com.