Connect WhatsApp Business, message templates, the 24-hour window and best practices.
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- How the WhatsApp 24-hour window works and what to do when it closesWhen a customer messages you on WhatsApp, a 24-hour window opens for you to reply with free-form text, voice notes, or files. After that, in Conversations you can only send an approved template; once the customer replies, the window opens again.
- How to add a marketing opt-out button to a WhatsApp templateIn Settings › WhatsApp › Templates › Create Template, pick the Marketing category and, under Buttons, add a marketing opt-out quick reply button. Then build a workflow that, when the customer taps the button, turns on Do Not Disturb for WhatsApp and sends a confirmation.
- How to ask Meta to review a utility template reclassified as marketingIf Meta moved a WhatsApp template from Utility to Marketing, you have 45 days to appeal: in WhatsApp Manager, open the review category updates section, select the template, and click Request Review. Meta replies within a few business days and, if it agrees, restores the Utility category.
- How to automatically reply to people who come from a "Click to WhatsApp" ad or your Facebook Page buttonIn Automation › Workflows, create a workflow with the Click to WhatsApp Ads trigger, optionally filter by ad or post, and add actions (send a WhatsApp message, tag, assign, move in the pipeline). Replying within the first 24 hours opens a free 72-hour conversation.
- How to change your business's WhatsApp display name (and avoid getting it declined)The display name is changed in Meta: Business Manager › WhatsApp Manager › Phone Numbers › pencil next to the name › Next. Use your real business name, with no emojis, slogans or words like "Official"; if the business is verified, it goes into review before customers see it.
- How to change your WhatsApp business profile photo and detailsIn Settings › WhatsApp, click Manage on the number and open Profile. There you can change the photo, description, address, email, and website customers see when they tap your business name in WhatsApp.
- How to check a WhatsApp template's status and fix a rejected or paused templateIn Settings › WhatsApp › Templates, the status column shows whether a template is In Review, Active, Rejected, Paused or Disabled. Only active templates can be sent. If it was rejected, read Meta's reason, fix the variables or content and resubmit.
- How to check and raise your WhatsApp messaging limit and quality ratingThe messaging limit is how many different customers you can message with templates in 24 hours; it starts at 250 and goes up with business verification and high-quality messages. Check your limit and quality rating in Meta's WhatsApp Manager.
- How to choose which WhatsApp number you reply from when several numbers are connectedIn Conversations, open the contact's conversation and use the WhatsApp sender number picker in the reply box to choose the number that sends. Elooo System pre-selects the number of the active conversation and may lock it to keep context; outside the 24-hour window, it requires an approved template.
- How to connect a new number to WhatsApp in Elooo SystemIn Settings › WhatsApp, choose to create a new WhatsApp Business account, log in with your company's Facebook, enter the number, and confirm it with the code you get by text message or voice call.
- How to connect the WhatsApp Business app you already use on your phoneIn Settings › WhatsApp, choose to connect an existing WhatsApp Business app, confirm the number, and scan the QR code with your phone. Your chats show up in Elooo System and you can keep using the app.
- How to convert a Marketing WhatsApp template into a Utility template with the Template RewriterMeta doesn't allow changing the category of an approved template. In Settings › WhatsApp › Templates, open the template, use the Template Rewriter to generate a Utility version, give it a new name, and submit it for approval. If Meta doesn't approve it, create the template manually with service content.
- How to create a WhatsApp message template and track its approvalIn Settings › WhatsApp › Templates, click Create Template, choose a name, category, and language, write the text with its variables, and submit it. Meta reviews the template and its status (in review, active, rejected…) shows in the list.
- How to create a WhatsApp template with an image, video, document or locationGo to Settings › WhatsApp › Templates › Create Template, turn on the header, choose Media and upload an image (JPG/PNG, 5 MB), video (MP4, 16 MB) or PDF (100 MB). For a location, choose Location and enter latitude, longitude, name and address. Meta then reviews the template.
- How to create an appointment booking flow inside WhatsApp (WhatsApp Flows)In Settings › WhatsApp › Flows, click Create new Flow, pick the calendar, arrange the form fields, write the texts and publish. Then send it in a template with a Flow-type button or, in a workflow, with the WhatsApp: Send Flows action inside the 24-hour window.
- How to create automatic reply branches and timeouts in a workflow's WhatsApp actionIn Automation › Workflows, add the WhatsApp action, pick a template with reply buttons, and turn on reply branching: the workflow creates one path per button, plus Not delivered and Timed out. Set the timeout, the wait-for-reply option, and, if needed, swap the template's file without a new approval.
- How to create the Meta business account you need to connect WhatsAppTo use WhatsApp in Elooo System you need a Meta business account (business portfolio). Create it at business.facebook.com › Create account, confirm your email, fill in your business info and, if asked, verify the business in the Security Center. Then connect the number in Settings › WhatsApp.
- How to delete a WhatsApp number from your accountIn Settings › WhatsApp, click the three dots next to the number, choose Delete, confirm and enter your password. The number stops sending and receiving messages in Elooo System. If the number is in coexistence mode, disconnect it from the WhatsApp Business app on your phone.
- How to fall back to SMS when bulk WhatsApp messages failWhen launching a bulk WhatsApp send, open the fallback section, turn on Fallback to SMS, and write the SMS to use when Meta refuses delivery (for example, because of the US marketing message restriction). Only the channel that delivered is billed; results show in Contacts › Bulk Actions.
- How to fix "your phone number isn't eligible" when connecting the WhatsApp Business app to Elooo SystemThe error "Your phone number isn't eligible… More activity on the WhatsApp Business App is needed" shows up in Settings › WhatsApp when the number has little real use in the app. Use the app with customers for a few weeks (messages, quick replies, labels) and retry the connection; if you're in a hurry, connect another number that has history.
- How to fix the "a payment method already exists" error when connecting WhatsAppThis error means the WhatsApp Business Account you picked already has a payment method attached on another platform. In business.facebook.com › Accounts › WhatsApp Accounts › Add, create a new WhatsApp Business Account, then go back to Settings › WhatsApp and pick it during the connection.
- How to fix the "high-quality user experience" and "per-user marketing template message limits" errors on WhatsAppIn Conversations, both errors mean Meta has temporarily blocked marketing messages to that customer because they already received too many (from any business). Send a Utility template, which is not affected, or try again later; the per-user limit clears after 24 hours.
- How to fix the "in order to maintain a healthy ecosystem engagement, the message failed to be delivered" WhatsApp errorMeta blocked delivery because the customer has already received many marketing messages or because your messages get little engagement. In Conversations, check the error; if the message is a service notice, send a Utility template; if it's marketing, space out your sends, message only opted-in contacts and watch your quality in WhatsApp Manager.
- How to fix the "this number is registered to an existing WhatsApp account" errorThe number is still active in a WhatsApp app (personal or Business) or with another provider. Delete the account in the app under Settings › Account › Delete account (or ask the other provider to release the number), wait up to 3 minutes and retry the connection in Settings › WhatsApp.
- How to fix WhatsApp error 131000 ("something went wrong")Error 131000 is a generic Meta error. It can be a temporary outage, a restricted WhatsApp Business account, a template that is not active, free-form text outside the 24-hour window or a badly formatted number. Check metastatus.com, wait and retry, then check the connection status in Settings › WhatsApp, the template and the number.
- How to fix WhatsApp error 131026 (message undeliverable)Error 131026 means Meta accepted the message but could not deliver it. In Conversations, open the failed message, send the same number a text-only Utility template and, from the result, work out whether the number has no WhatsApp, the customer blocked you, their app is outdated or the marketing limit was hit.
- How to fix WhatsApp error 131042 (payment issue in Meta)Error 131042 blocks every message because Meta cannot find a valid payment method for your WhatsApp Business account. Go to business.facebook.com › Settings › Billing & payments, link a card to the WhatsApp account, clear any outstanding charges, check time zone, currency and tax info, then test again.
- How to fix WhatsApp error 131053 (file not sent)Error 131053 shows up when WhatsApp cannot upload the image, video, audio or document in your message. Check the format (JPEG/PNG for images, MP4 H.264+AAC for video), the size (5 MB image, 16 MB video and audio, 100 MB document) and, if you use a link, that it is public HTTPS and ends in the file extension.
- How to fix WhatsApp error 135000 (generic error when sending a template)Error 135000 shows up when a template fails for a reason Meta does not disclose. Review the variable values (no emojis, wa.me links, symbols or empty fields), confirm the send matches the approved template and, if it persists, delete the template and recreate it under a new name in Settings › WhatsApp › Templates.
- How to improve WhatsApp message delivery and clear up the most common questionsSend only to people who opted in, segment your list, personalize, and favor two-way conversation. While your business is not verified with Meta, you can start up to 250 conversations per 24 hours and have 2 numbers; India numbers have a marketing message cap enforced by Meta.
- How to know who clicked the link in a WhatsApp template (trigger links)Create the link in Marketing › Trigger Links, then in Settings › WhatsApp › Templates add a Trigger Link button to the template (or a body variable mapped to the link). A workflow with the Trigger Link Clicked trigger reacts to each tap: tag, follow-up or offer.
- How to make and receive WhatsApp voice calls in Elooo SystemIn Settings › WhatsApp › Calling, click Manage on the number, turn on Allow Voice Calls, choose who answers and the hours. To call a customer, first send a template with the call permission button; then start and answer calls directly in the conversation in Conversations.
- How to migrate a number you already use on WhatsApp (or WhatsApp Business) to Elooo SystemBack up your chats, delete the WhatsApp account for that number in the app (Settings › Account › Delete account), wait 2–3 minutes and connect the number in Settings › WhatsApp › Connect WhatsApp, verifying it by SMS or call. Chat history isn't transferred; the number stays yours.
- How to organize WhatsApp templates in foldersIn Settings › WhatsApp › Templates, click Create Folder, name it and create subfolders inside if needed. To file a template, open the three dots in the actions column, choose Move to Folder and pick the destination. Moving doesn't change the template's approval.
- How to pick the right WhatsApp template category (marketing, utility or authentication)When creating a template in Settings › WhatsApp › Templates, choose Marketing for promotions and relationship messages; Utility for confirmations, alerts and feedback requests tied to a specific transaction; Authentication only for verification codes. Meta confirms or corrects the category.
- How to protect your WhatsApp number's quality score when sending in bulkThe quality score is the rating Meta gives your number based on blocks, reports and replies. Before a bulk send in Contacts › Bulk Actions, message only opted-in contacts, start with a small group, scale up gradually and check the results; if quality drops, pause your campaigns.
- How to request the blue checkmark (Official Business Account) for your business WhatsAppIn Meta's WhatsApp Manager, select the number, turn on two-step verification, make sure the business is verified and the display name approved, then click Submit Request, attaching up to five news links about your brand. Meta evaluates notability; if denied, you can apply again after 30 days.
- How to schedule a WhatsApp message for laterIn Conversations, open the conversation, pick the WhatsApp channel, set up the template or text, click the button next to Send, and choose the date and time. Free-form messages can only be scheduled within 24 hours of the customer's last message.
- How to see how many WhatsApp messages were sent, delivered and readFor a template, go to Settings › WhatsApp › Templates, click Reports and open Deliverability (sent, delivered, read) or Button Clicks. For a workflow, open the WhatsApp action and click Statistics; the Export button downloads the list with each message's name, number, status and date.
- How to see who changed WhatsApp (numbers, templates, flows) in the audit logsIn Settings › Audit Logs, filter the module by WhatsApp and click a row to see who made the change, what changed, when, and which number, template or flow was affected. Entries are kept for 60 days.
- How to send a voice note on WhatsAppIn Conversations, open a WhatsApp conversation where the customer messaged you in the last 24 hours, click the microphone icon, record (up to 10 minutes), and click Send. The customer gets it as a regular WhatsApp voice message.
- How to send a WhatsApp message to many contacts at onceIn Contacts, select the contacts (or a smart list), click the WhatsApp icon in the actions bar, and choose Send WhatsApp. Pick an approved template, choose to send now, scheduled, or in drip mode, and track results in Contacts › Bulk Actions.
- How to send a WhatsApp template in a conversationIn Conversations, open the customer's conversation, pick the WhatsApp channel, click WhatsApp Template, select an approved template, check the preview, and send it. You can also swap the template's image for that send only.
- How to send images, videos, audio and documents on WhatsApp in a conversationIn Conversations, open the contact's conversation with the WhatsApp channel selected, click the attachment clip, upload a file from your computer or pick one from Media Storage, type your text (it becomes the caption) and send. This only works inside the 24-hour window after the customer's last message.
- How to send images, videos, audio, and documents on WhatsApp from a workflowIn Automation › Workflows, add the WhatsApp customer service window check action and, on the open branch, the WhatsApp media action. Pick the sending number and the media type, upload the file, and write a caption. It only works within 24 hours of the customer's last message.
- How to send WhatsApp messages automatically with workflowsIn Automation › Workflows, create a workflow, choose the trigger, and add the WhatsApp action. Pick the sending number and an approved template (or a free-form message if the 24-hour window is open), then save and publish.
- How to send WhatsApp messages with buttons, lists, a location or a contact card from a workflowIn the workflow, add the WhatsApp Interactive Messages action, pick the From number and the type (quick reply buttons, list, location, contact or visit-website button), fill in the fields and save. It only works inside the 24-hour window, so check it first with the Customer Service Window Check action.
- How to send WhatsApp templates with an image, video, file or location from the mobile appIn the Elooo System mobile app, open Conversations, go into the WhatsApp conversation (or start a new one), pick the approved text, image, video, file or location template, check the content and send. Templates are created and approved on desktop.
- How to stop WhatsApp messages from creating duplicate contactsIf every WhatsApp message creates a new contact even though "Allow Duplicate Contact" is off, go to Settings › Business Profile › Contact Duplicate Preference and pick Phone as the second search preference. The system then recognizes the number and attaches the message to the right contact.
- How to use a phone number bought in Elooo System as your WhatsApp numberBuy the number in Settings › Phone System › Phone Numbers, turn on call forwarding to a cell phone you own, then go to Settings › WhatsApp and connect WhatsApp with that number. The verification code arrives by phone call or as an SMS in Conversations.
- How to verify your business with Meta for WhatsAppIn your Meta business portfolio, open Security Center, click Start verification, enter your company's legal details, and confirm your connection by email, phone, or domain. A decision can take from 10 minutes to 14 business days.
- How to verify your WhatsApp Business phone numberIn Settings › WhatsApp, click Verify Phone Number, choose to get the code by SMS or voice call, enter the code you received, and confirm. Until the number is verified, it cannot send or receive messages in Elooo System.
- How to view a WhatsApp Business policy violation and request a review from MetaIn Meta's Business Support Home, open View my accounts, go into the portfolio with the affected WhatsApp account and, under Activity issues › Available for review, click See details. To appeal, click Request review, pick the reason and submit; you have 90 days and the answer usually comes within 24 hours.
- How to wait for WhatsApp delivery in a workflow and fall back to SMS or emailIn Automation › Workflows, turn on Wait for WhatsApp Message Delivery Status in the WhatsApp action. Then add an If/Else condition using Contact Details › Valid WhatsApp and, in the false branch, an SMS or email action.
- What to do about the "business account is restricted from messaging users in this country" WhatsApp errorThe error comes from a temporary WhatsApp restriction on cross-country messaging involving Brazil and Indonesia; it's not a problem with your account or with Elooo System. In Conversations, check the contact's country and use another channel (SMS, email, call) or a WhatsApp Business Account based in that country.
- What to do when your Meta business account gets lockedIf Meta locked the business account behind your WhatsApp, go to Business Manager, open Account Quality, select the flagged account, click View Details and Request Review, and attach your business documents. Submit one appeal only and wait for the reply, which usually arrives within a few business days.
- What to do when your WhatsApp Business account is restrictedIf your WhatsApp Business account was restricted for breaking WhatsApp's rules, open Meta Business Support Home, find the account, click Request Review, confirm your identity, and upload a photo ID. Meta aims to respond within 48 hours.
- Why a WhatsApp message wasn't delivered and how to fix itIn Conversations, check the message's status and error. The most common causes are a closed 24-hour window, a customer without WhatsApp or with an outdated app, a blocked number, or too many marketing messages to that customer.
- Why old WhatsApp voice notes and files show up blank in the conversationIn Conversations, WhatsApp audio, images, and files older than 30 days show up blank because Meta stops storing conversation media after that period. They can't be recovered; save important files to the contact record with Add to documents as soon as they arrive.
- Why you can't edit a WhatsApp template and how to clone itIn Settings › WhatsApp › Templates, a template that Meta has approved, that was created outside Elooo System, that is in use, that is an Authentication template, or that is under review is locked for editing. Click the three dots next to the template, choose Clone Template, change the text, give it a new name, save, and submit it for approval.