WhatsApp API Integration – Pre-Setup Information & Client Agreement

This document explains the setup process, requirements, limitations, and responsibilities related to WhatsApp Business API integration with Agentcis through Meta (WhatsApp/Facebook).

Please read carefully before proceeding with setup.

1. Requirements for Setup

Please prepare the following:

·       Company Name

·       Business Email Address

·       Business Website or Social Media Page

·       WhatsApp Phone Number

·       Meta (Facebook) Business Manager Account

·       Business Portfolio in Meta

·       Admin Access to the Connected Facebook Page

·       Valid Debit/Credit Card for Meta payment setup

2. Meta Verification & Payment Requirements

For WhatsApp API integration, Meta require:

·       Business verification approval

·       Business Portfolio creation

·       Payment method setup inside Meta

·       Identity or business document verification

Please note:

·       WhatsApp API activation depends entirely on Meta approval

·       Messaging features may remain limited until verification is completed

·       Meta may request additional documents during review

·       WhatsApp conversation charges are billed directly by Meta

3. Documents Required (If Requested by Meta)

Please prepare the following documents if requested by Meta:

·       Business Registration Certificate

·       PAN/VAT Registration

·       Utility Bill or Business Address Proof

Accepted file formats:

·       PDF

·       JPG

·       PNG

4. WhatsApp Number Requirements

The WhatsApp number must:

·       Be accessible during setup

·       Receive OTP via SMS or Call

·       Not already be connected to another WhatsApp API provider

Important Recommendation

We strongly recommend using a NEW dedicated number for WhatsApp API integration.

If an existing WhatsApp number is used:

·       Previous chats, media, and WhatsApp history may no longer remain accessible

·       The number may disconnect from the normal WhatsApp or WhatsApp Business mobile app

·       Returning later to the normal WhatsApp app may require re-registration

5. WhatsApp API Usage Limitation

Once the WhatsApp number is connected to Agentcis through WhatsApp API:

·       The number may no longer work normally on the regular WhatsApp mobile application

·       Messaging will be managed through Agentcis instead of the mobile app

However:

·       Multiple authorized users can still access and manage the same WhatsApp number inside Agentcis using their own login access

6. Setup Process

The setup process generally includes:

1.   Connecting Meta Business Manager

2.   Creating Business Portfolio

3.   Verifying the WhatsApp number via OTP

4.   Setting up Meta payment method

5.   Activating WhatsApp API

6.   Submitting message templates for Meta approval

7.   Connecting WhatsApp with Agentcis CRM

Setup timelines and approvals depend entirely on Meta.

7. Important WhatsApp Messaging Rules

24-Hour Reply Window

When a customer sends a message to your WhatsApp number, a 24-hour reply window opens.

During this time:

·       Agents can reply using normal chat messages

·       Conversations can continue naturally

Important Clarification

The 24-hour window DOES NOT mean unlimited free messaging.

Meta provides limited free customer-service conversations based on its current policy.

Charges may still apply depending on:

·       Conversation type

·       Message category

·       Usage volume

·       Customer country

·       Meta pricing policy

8. After 24 Hours

If the customer does not reply within 24 hours:

·       Agents cannot send normal messages

·       Only Meta-approved template messages can be used

Examples:

·       Follow-ups

·       Reminders

·       Order updates

·       Marketing campaigns

Template usage may incur Meta charges.

9. Template Approval Rules

All business-initiated messages require Meta-approved templates.

Please note:

·       Template approval is controlled entirely by Meta

·       Promotional or spam-like templates may be rejected

·       Agentcis cannot guarantee template approval

10. Bulk Messaging & Spam Restrictions

WhatsApp may restrict or disable accounts if:

·       Users report or block messages

·       Spam-like campaigns are sent

·       Consent is not properly collected

·       Excessive unwanted promotional messages are sent

Best Practice

Only send:

·   Relevant messages

·   Personalized communication

·   Messages to users who have provided proper consent

11. Meta Policies & Compliance

Clients must comply with:

·       WhatsApp Business Policy

·       Meta Commerce Policy

·       User privacy and consent regulations

Meta may:

·       Reject business verification

·       Reject templates

·       Restrict messaging

·       Disable accounts for policy violations

These decisions are controlled entirely by Meta.

12. Charges & Billing

Please note:

·       WhatsApp conversation charges are controlled by Meta

·       Pricing may change without notice

·       Charges depend on conversation type and customer country

·       Meta charges are separate from Agentcis subscription/service fees

·       Payment methods must be managed directly inside Meta

13. Client Acknowledgement

By proceeding with WhatsApp API integration, the client understands that:

·       WhatsApp approvals, policies, pricing, and restrictions are controlled entirely by Meta

·       Meta conversation charges may apply based on usage

·       Existing WhatsApp data may be affected if using an existing number

·       Template approvals and verification are not guaranteed by Agentcis

14. Pre-Setup Checklist

Before setup, please ensure:

Meta Business Manager is ready
Business Portfolio is created
Meta payment method is added
WhatsApp number is accessible for OTP verification
Required documents are prepared

15. Support Provided by Agentcis

Our team can assist with:

·       Business Portfolio setup

·       WhatsApp API activation

·       Template submission

·       CRM integration setup

·       Basic troubleshooting support