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WhatsApp

How to improve WhatsApp message delivery and clear up the most common questions

Send 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.

Updated on

Before you start

  • WhatsApp must be connected in Settings › WhatsApp.
  • To start conversations outside the 24-hour window, you need approved templates.
  • Business verification with Meta is not required, but it raises what you can send.
Where to find it

Settings › WhatsApp (connection status and templates) · Contacts › Smart Lists (segmenting your sends)

Step by step

Best practices that improve delivery

  1. Send marketing messages only to customers who clearly agreed to get WhatsApp from your business. Record that consent on the contact record (tag or field).
  2. Segment your list in Contacts › Smart Lists by interest, service or customer stage, and send each group only what matters to them.
  3. Personalize: use the customer's name and real context (last purchase, booked appointment, placed order).
  4. Favor quality over quantity: every message should have a clear reason and one simple action.
  5. Encourage two-way conversation: ask questions and reply fast. When the customer replies, the 24-hour window opens and you can write free-form text.

What changes while your business is not verified

  1. You can start up to 250 conversations with different customers in each 24-hour period.
  2. You can reply without limit to customers who message you.
  3. You can have 2 WhatsApp numbers on the unverified business account.
  4. If verification is rejected, you keep using WhatsApp with these limits. Once verified, the limit on started conversations goes away.

If you send to customers in India (+91)

  1. Meta caps how many marketing messages each person in India can receive from all businesses in a given period. Your messages get in on a first-come, first-served basis until that cap; the rest are not delivered.
  2. The cap doesn't apply to replies inside the 24-hour window or to conversations started from click-to-WhatsApp ads.
  3. If you have many customers in India, send marketing early, only to people who engage, and use utility templates for service notices.

Tips

  • Always give customers an easy way to stop receiving marketing: fewer blocks and a better quality rating.
  • Back up your chats (Settings › Chats › Chat backup) before migrating a number from the app to Elooo System: Meta does not transfer history.

Common problems

  • "Failed to send: this user's phone number is part of an experiment" → About 1% of WhatsApp users don't receive marketing templates from any business unless a conversation is already open. Ask the customer to message you first, or wait for a conversation they start.
  • "This WhatsApp account is already onboarded at another account" → That WhatsApp Business account is connected to another Elooo System account. Disconnect it there first, then connect it to the account you want.
  • I turned WhatsApp off and I'm afraid of losing everything → Numbers, templates and workflows are kept; while it's off, you can't send or receive messages. When you turn it back on, everything shows up as it was. If something is missing, contact support.
  • I want to use the same number in the phone app and in the CRM → Connect it in coexistence mode (see "How to connect the WhatsApp Business you already use on your phone") instead of migrating.

Frequently asked questions

Do I lose my chats when migrating the number from the app to the CRM?

Yes. Meta doesn't transfer data between the app and the platform. Back up first.

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