The WhatsApp channel lets you exchange messages with WhatsApp users through the CM.com Business Messaging API. You send messages with the same request structure as every other channel, and receive replies and notifications on your MO webhook.
This section of the documentation covers everything that is specific to WhatsApp. For the request structure shared by all channels, see Business Messaging features.
Before you begin
To use WhatsApp, you need:
- Access to the WhatsApp Business Platform. Request access through the Channels portal. You cannot use the WhatsApp channel until your request is approved.
- An inbound integration. WhatsApp is a two-way channel. Users reply to your messages, and most message types can only be sent while a conversation is open. Implement incoming messages and WhatsApp inbound alongside your outbound integration.
- Compliance with Meta's policies. Your use of WhatsApp must comply with the WhatsApp Business Policy and, if you sell goods or services, the WhatsApp Commerce Policy.
Conversations and templates
WhatsApp distinguishes between two ways of messaging a user:
| Situation | What you can send |
|---|---|
| The user messaged you in the last 24 hours (customer service window) | Any message type: text, media, interactive, location, contacts, product messages and templates. |
| No open customer service window | Only pre-approved template messages, or Utility messages via the Direct Send API (beta). |
Sending a non-template message outside the customer service window fails with error code 62. See Standard errors.
Supported features
Sending messages
| Feature | Notes |
|---|---|
| Text messages | Up to 4,096 characters, UTF-8 encoded. Supports formatting and URL previews. |
| Media messages | Images, video, audio, voice messages, documents and stickers. One media file per conversation item. |
| Interactive messages | List messages (up to 10 rows), reply buttons (up to 3), CTA URL button (1), location requests, Flows, call permission requests and media carousels. |
| Location messages | Share a map pin with a label and address. |
| Contact messages | Share one or more contact cards. |
| Catalogue and product messages | Share your full catalogue, a single product or a list of up to 30 products. |
| Template messages | Pre-approved messages for business-initiated conversations: media, interactive, authentication, location, Flows, carousel, limited-time offer, coupon code and call permission templates. |
| Direct Send API | Beta. Send Utility messages without a template. |
| Payments – India / Payments – Brazil | Send order details and accept payments within WhatsApp. |
Receiving messages and notifications
| Feature | Notes |
|---|---|
| WhatsApp inbound | Messages, replies, interactive responses, orders, deletions, errors, welcome requests and ad referrals. |
| Status reports | Delivery and read status of your messages. WhatsApp failures are mapped to standard errors. |
Other capabilities
| Feature | Notes |
|---|---|
| Events | Mark messages as read, show a typing indicator, block or unblock users, and send Meta conversion events. |
| Business-scoped User IDs | Address and identify users who have adopted a WhatsApp username. |
Limits
WhatsApp applies two kinds of limits:
| Limit | Description |
|---|---|
| Throughput | Up to 50 messages per second per business number. Messages sent above this rate may fail. |
| Messaging limit | The number of unique users your business can message in a 24-hour period. The limit increases as your quality rating and volume grow. See Meta's documentation on messaging limits. |
When you exceed a limit, the status report contains one of the throttling errors listed in Standard errors.
Message encryption
CM.com encrypts data in line with its GDPR and POPIA obligations. In addition, WhatsApp encrypts messages end to end. For details of WhatsApp's encryption, see Meta's Cloud API encryption overview.
Updated 5 days ago