Channels
WhatsApp Channel
The complete view of the WhatsApp channel: how the platform sends messages via the company's business number, why everything is based on a template approved by Meta, how to activate the number, create and approve templates and monitor the monthly messaging allowance. Everything about channel configuration lives in Settings → WhatsApp.
Concepts and terms
| Term (as it appears on screen) | What does it mean |
|---|---|
| WhatsApp number | The business number connected to the channel — this can be your number or a new number acquired upon activation. |
| WABA | The WhatsApp Business (Meta) account linked to the number; the ID appears on the numbers screen. |
| Template | The message template approved by Meta, mandatory for any sending. It has a name, category, language, body with `{{n}}` variables and optional image. |
| Category | Transactional (confirmations, alerts) or Marketing (promotions, offers) — changes costs and limits, and Meta can reclassify later. |
| Template status | Draft, Under review, Approved, Disapproved (with reason), Paused. |
| Template variable | Each `{{n}}` is populated in the editor with Text (up to 1024 characters), Link, Contributor Variable, or a linked Announcement. |
| Number limit | "X of Y numbers" — how many WhatsApp numbers the account can have provisioned. |
| Monthly sending limit | The franchise of messages contracted: "X of Y messages" panel, remaining and the renewal date. |
| Consumer warnings | Alerts to administrators by percentage of the franchise; 100% is fixed — that's when the send blocks. |
How it works
- 1.Every message comes from an approved template — in the editor, you select the template and fill in the variables; If it has a header image, choose it from the Library. The preview appears on a cell phone mockup.
- 2.The message can carry a complete announcement: a variable of type "Announcement" links the content — using the linked email, a template or new content.
- 3.Consumption is controlled by the monthly allowance: when reviewing the send, the checkout shows the consumption projection for that send; upon reaching 100% of the franchise, channel uploads are blocked until renewal.
- 4.The result appears in the details of the announcement, as on other channels.
How to configure
Activate the number (once)
- 1.Settings → WhatsApp → Channel → Activate WhatsApp (available if there is still a balance of numbers).
- 2.Choose the origin:
- Use my number — activation in minutes; the number must receive SMS or calls and cannot be registered to another WhatsApp account.
- Acquire a new number — requires company documentation (CNPJ, company name, email and proof in PDF/JPG/PNG up to 5 MB) with analysis within 48 hours; then, search for numbers by area code and purchase (providing a phone number for verification via call).
- 1.Connect with Meta: enter your WhatsApp display name and complete registration in the Meta popup.
- 2.If the number does not receive an SMS, a call with the code arrives — enter it on the screen.
- 3.Activation completes in the background ("we will notify you by email, you don't need to stay on this screen"). Automatic emails notify you of approved/failed documentation and active channel.
- 4.In case of Failure, the screen shows the translated reason (e.g. number already registered on WhatsApp, expired code) with Try again or Use another number.
In the numbers tab you can monitor the status of each one (In progress / Failed / Active), check and add new ones — within the account's "X of Y" limit (more numbers, via support). It is not possible to run two activations at the same time.
Create and approve templates
- 1.Settings → WhatsApp → Templates → Create new template.
- 2.Fill in: Name (lowercase letters and underscores — cannot be changed later), Category (Transactional/Marketing), Language and Text (up to 1,024 characters).
- 3.Insert variables with the "Variable {{n}}" button — sequential ({{1}}, {{2}}…) and each with an example value (Meta requires to approve).
- 4.Optional: Add header image (from Library).
- 5.Send for approval — goes immediately to Meta; period of up to 24 hours, with notice by email. The status updates itself in the list.
- 6.Failed? The reason appears on the card; edit and resubmit. Approved is available in the editor. The Meta can reclassify the category later (e.g.: Transactional → Marketing) — the card warns, and this changes costs and limits.
In the list you search and filter by status, duplicate, update status and delete (deletion removes from the platform and from the Meta — permanent).
Monitor the monthly deductible
- 1.Settings → WhatsApp: the Monthly sending limit panel shows "X of Y messages", how many are left and when it renews.
- 2.In Consumption Warnings, administrators receive an alert via email and on the portal when each percentage is crossed. The 100% warning is fixed — at this point submissions are blocked until renewal; add advance warnings (e.g. 70%, 90%).
- 3.When reviewing a sending with WhatsApp active, the checkout shows the consumption projection for that send.
- 4.Account without a ceiling defined in the contract does not block anything ("Limit not defined") — talk to your CS to define it.
Limits and rules
| Rule | Value |
|---|---|
| sending | Only via template approved by Meta |
| Template name | Lowercase letters, numbers and `_`; unique to the account; immutable |
| Template body | 1 to 1,024 characters; sequential variables with mandatory example |
| Template editing | Only Draft and Failed; approved duplicates to change |
| Template deletion | Removes from the platform and from Meta — permanent (extra alert if approved) |
| Numbers | Limited by account deductible ("X of Y"); more numbers via support |
| One activation at a time | It is not possible to activate two numbers simultaneously |
| Regulatory document (new number) | PDF/JPEG/PNG up to 5 MB; Validated CNPJ; analysis up to 48h |
| Messages | Monthly deductible; 100% = sends blocked until renewed |
| Target Approval | Up to 24h (template); up to 48h (new number documentation) |
What tends to confuse
- Number limit ≠ monthly sending limit — one counts provisioned numbers; the other, messages per month (and this is what blocks).
- The category matters and can change: Marketing costs and limits differently than Transactional, and Meta can reclassify a template after approval (the card warns).
- Approved template cannot be edited — duplicate ("_copy") and submit the new version.
- Template creation is in Settings, not in the editor — in the editor you select and fill in.
- The message is short in nature: the full content is in the linked announcement — WhatsApp is the door, not the document.
Related Features
- Create (editor) — use of the template and variables in the announcement
- Email Channel — the linked announcement that the message can carry
- Microsoft Teams channel — the other direct message channel