WhatsApp API & Management
This module provides the standardized protocols for setting up, managing, and troubleshooting WhatsApp Business API (WABA) accounts.
Core Operations
- Onboarding: Manage the transition between embedded signup and manual onboarding workflows.
- Templates: Ensure all message templates adhere to Meta’s formatting guidelines to secure immediate approval.
Official Business Account (OBA) / "Blue Tick"
An Official Business Account (OBA) shows a green checkmark badge and displays the business name instead of a phone number, even if the user hasn't saved the contact.
1. Notability Requirements
Meta grants OBA status only to "notable" brands. Notability is determined by:
- Organic Presence: Substantial presence in news articles from publications with sizable audiences.
- Excluded Content: Paid or promotional content and app listings are NOT considered for review.
- Display Name: Notability is assessed based on the specific Display Name. If changed later, the OBA status is lost and must be reapplied for.
2. Application Prerequisites
Before applying, ensure the client meets these criteria:
- Verified Meta Business ID: Must have a verified Business Manager.
- Policy Compliance: No violations of WhatsApp’s Commerce Policy.
- Quality Tier: The account must have reached Quality Tier 2.
3. How to Apply (Scribe Guide)
Follow the interactive workflow below to submit the application via the Meta dashboard:
Note: Decisions on OBA status are final and cannot be appealed. If denied, the client must wait 30 days before reapplying.
WABA Troubleshooting & Compliance
Standard protocols for handling registration hurdles and Meta enforcement actions.
BSP account is removed / GST registration issues?
Internal Protocol:
- If the BSP account is removed or GST registration fails during setup, immediately raise a CAR to the Onboarding Team (Gouthami).
WABA getting flagged or banned by Meta?
Action Plan:
- Contact the provider (Gupshup or 360dialog) to identify the specific violation reason.
- For 360dialog: Initiate an appeal via their support chat.
- For Gupshup: Start a formal email thread with their support team.
Guided support for Green Tick process?
Protocol: Provide the client with the requirements listed above. If they request a live call to walk through the verification process, escalate the request to L2 Support.
Advanced Technical Debugging
How to verify Catalog Sync via API (CURL)?
If products are not appearing on WhatsApp despite a successful dashboard sync, run this command to verify the 360dialog/Meta connection:
curl --location 'https://waba-v2.360dialog.io/messages' \
--header 'Content-Type: application/json' \
--header 'D360-API-KEY: YOUR_API_KEY' \
--data '{
"to": "91XXXXXXXXXX",
"recipient_type": "individual",
"type": "interactive",
"interactive": {
"type": "product_list",
"body": { "text": "Product verification check." },
"action": {
"catalog_id": "YOUR_CATALOG_ID",
"sections": [{ "title": "Products", "product_items": [{"product_retailer_id": "PRODUCT_ID"}] }]
}
}
}'
Meta assesses notability for the Display Name specifically. If the name is changed after receiving OBA (Green Tick) status, the account will lose the tick and must wait 30 days before submitting a new request.
WhatsApp Calling — Go-Live SOP
This section outlines the steps required to go live with WhatsApp Calling for a client. The process runs on two parallel tracks: a BOB-side setup handled by the internal team, and a client-side configuration done by the client in their WhatsApp Manager.
| Owner | Action Required | Dependency |
|---|---|---|
| BOB Team | Email RML, raise CFR, enable on dashboard | Credentials from RML |
| Client | Enable calling in WhatsApp Manager | Access to Facebook Business Manager |
Part A — BOB Internal Setup
Step 1 — Email Mallika at Route Mobile (RML)
Send an email to the Route Mobile contact with the following details:
| Field | Details |
|---|---|
| To | Mallika Mehrotra — mallika.mehrotra@routemobile.com |
| Include | Brand's Username + API Number |
| Request | Enable WhatsApp Calling for the above account |
RML will respond with a Username and Password required for WA Calling. Do not proceed to Step 2 until these credentials are received.
Step 2 — Raise a CFR (Change/Feature Request)
Once the credentials are received from RML:
- Create a CFR in the internal system.
- Attach the credentials (Username and Password) received from RML.
- Escalate directly to Sanjay to enable WhatsApp Calling on the client's dashboard.
Coordinate with Sanjay directly to ensure timely activation. Do not leave this as a ticket without a verbal/Slack confirmation.
Part B — Client-Side Configuration
Share these steps with the client or walk them through it. They must have admin access to their Facebook Business Manager account.
Step 1 — Access WhatsApp Manager
- Log in to Facebook Business Manager.
- Navigate to WhatsApp Manager from the left-hand menu or the Apps section.
Step 2 — Locate the Business Phone Number
- Go to Account Tools in the WhatsApp Manager.
- Click on Phone Numbers.
- Select the relevant business phone number.
Step 3 — Enable Calling Features
- Click on the Calls tab for the selected phone number.
- Toggle on Allow Voice Calls.
- Optionally, toggle on Display Call Buttons so the call icon appears at the top of customers' chat windows.
Step 4 — Configure Call Settings (Optional)
Clients can restrict inbound call availability by configuring:
- Weekly Operating Hours — define which days and hours calls are accepted.
- Holiday Schedules — block calling on specific dates.
If no operating hours are set, calls will be accepted at all times. Recommend the client configure this to match their support availability.
Go-Live Checklist
Use this checklist to confirm all steps are complete before considering the client live on WhatsApp Calling.
BOB Team Tasks
- Email sent to Mallika (RML) with brand username and API number
- Credentials (username + password) received from RML
- CFR raised in internal system
- Sanjay informed and WA Calling enabled on dashboard
Client Tasks
- Logged into Facebook Business Manager
- Correct phone number selected in WhatsApp Manager
- Allow Voice Calls toggled ON
- Display Call Buttons toggled ON (recommended)
- Operating Hours configured (if applicable)