{"componentChunkName":"component---src-templates-help-center-subtopic-js","path":"/help-center/whatsapp/sending-receiving-messages/","result":{"data":{"allDatoCmsTemplateHelpCenter":{"nodes":[{"id":"DatoCmsTemplateHelpCenter-N8ugMdPCQ8C7tvhyKV_-Xw","slug":"formatting-whatsapp-messages/","indexable":true,"question":"Can I use formatting in my WhatsApp messages?","body":{"blocks":[{"id":"YIgicGVnT6yIimAMQMY35A","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"WhatsApp allows you to format text inside your messages and message templates. Text formatting is only available on Android, iOS, and Web."}]},{"type":"paragraph","children":[{"type":"span","value":"The following formatting options are supported by Clickatell:"}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Italic"}]},{"type":"paragraph","children":[{"type":"span","value":"To "},{"type":"span","marks":["emphasis"],"value":"italicize"},{"type":"span","value":" your message, place an underscore on both sides of the text:"}]},{"type":"paragraph","children":[{"type":"span","value":"_text_"}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Bold"}]},{"type":"paragraph","children":[{"type":"span","value":"To "},{"type":"span","marks":["strong"],"value":"bold"},{"type":"span","value":" your message, place an asterisk on both sides of the text:"}]},{"type":"paragraph","children":[{"type":"span","value":"*text*"}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Strikethrough"}]},{"type":"paragraph","children":[{"type":"span","value":"To "},{"type":"span","marks":["strikethrough"],"value":"strikethrough"},{"type":"span","value":" your message, place a tilde on both sides of the text:"}]},{"type":"paragraph","children":[{"type":"span","value":"~text~"}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Bulleted list"}]},{"type":"paragraph","children":[{"type":"span","value":"To add a bulleted list to your message, place an asterisk or hyphen and a space before each word or sentence:"}]},{"type":"paragraph","children":[{"type":"span","value":"* text"}]},{"type":"paragraph","children":[{"type":"span","value":"* text"}]},{"type":"paragraph","children":[{"type":"span","value":"Or"}]},{"type":"paragraph","children":[{"type":"span","value":"- text"}]},{"type":"paragraph","children":[{"type":"span","value":"- text"}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Numbered list"}]},{"type":"paragraph","children":[{"type":"span","value":"To add a numbered list to your message, place a number, period, and space before each line of text:"}]},{"type":"paragraph","children":[{"type":"span","value":"1. text"}]},{"type":"paragraph","children":[{"type":"span","value":"2. text"}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Monospace"}]},{"type":"paragraph","children":[{"type":"span","value":"To monospace your message, place three backticks on both sides of the text:"}]},{"type":"paragraph","children":[{"type":"span","value":"```text```"}]},{"item":"YIgicGVnT6yIimAMQMY35A","type":"block"}]}}},"faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp"},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-RwRh3AKqSg2iusD_nikMLg","name":"Sending & Receiving Messages","seo":null}},{"id":"DatoCmsTemplateHelpCenter-62324941","slug":"opt-in-to-receive-notifications-on-whatsapp","indexable":true,"question":"How do users opt-in to receive notifications on WhatsApp?","body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"Before a business is allowed to send notification messages to their consumers on WhatsApp, they must first receive consent from the consumer to communicate with them on this channel via an explicit opt-in process."}]},{"type":"paragraph","children":[{"type":"span","value":"On July 9th, 2020, WhatsApp updated its "},{"url":"https://www.whatsapp.com/legal/business-policy/","meta":[{"id":"rel","value":"nofollow noopener noreferrer"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"business policy"}]},{"type":"span","value":" to make it easier and simpler for brands to obtain opt-in from their consumers for the WhatsApp channel. Brands are no longer required to obtain opt-in via a third-party channel like SMS or email, but can now also obtain opt-in within the WhatsApp thread itself or by using an interactive voice response (IVR)."}]},{"type":"paragraph","children":[{"type":"span","value":"WhatsApp still expects clarity on requests for opt-in, brand name usage, and compliance with local and all applicable laws."}]},{"type":"paragraph","children":[{"type":"span","value":"Please take special note of the following:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Businesses must clearly state that a person is opting in to receive messages from the business over WhatsApp."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Businesses must clearly state the name of the business that a person is opting to receive messages from."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Businesses must comply with all applicable laws."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"While the updated policy is more flexible, businesses should continue to optimize for the user experience when obtaining opt-in, e.g.:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Explicitly call out the types of messages a customer is opting into (e.g., delivery updates)."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Avoid messaging customers too frequently."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Provide instructions for how customers can opt out and honor these requests."}]}]}]}]}]}]}}},"faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp"},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-RwRh3AKqSg2iusD_nikMLg","name":"Sending & Receiving Messages","seo":null}},{"id":"DatoCmsTemplateHelpCenter-62324959","slug":"limits-sending-receiving-media/","indexable":true,"question":"What limits apply when sending and receiving media via WhatsApp?","body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"heading","level":5,"children":[{"type":"span","value":"Sending media via WhatsApp"}]},{"type":"paragraph","children":[{"type":"span","value":"Businesses are limited to submitting 20MB per message/payload (this can include multiple media files per message). Clickatell will compress the media when required to ensure successful hand-off to the WhatsApp server for delivery."}]},{"type":"paragraph","children":[{"type":"span","value":"Clickatell limits the number of uploads allowed on a particular account per 24-hour period. The main purpose of this is to prevent abuse on an account level. To increase the media upload limit, please reach out to your account manager or log a ticket with "},{"url":"https://www.clickatell.com/contact-support/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"support "}]},{"type":"span","value":"to review this request."}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"heading","level":5,"children":[{"type":"span","value":"Receiving media via WhatsApp"}]},{"type":"paragraph","children":[{"type":"span","value":"For receiving media, WhatsApp supports the following limits per media type:"}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Images:"},{"type":"span","value":" 5MB\n"},{"type":"span","marks":["strong"],"value":"Documents:"},{"type":"span","value":" 64MB\n"},{"type":"span","marks":["strong"],"value":"Audio:"},{"type":"span","value":" 16MB"}]},{"type":"paragraph","children":[{"type":"span","value":"Clickatell is bound to comply with WhatsApp server requirements and to ensure that all media callbacks are within the limits stated above when delivering to the business."}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Also see: "}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/sending-receiving-messages/which-message-types-and-media-formats-are-supported-by-the-whatsapp-business-plat/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Which message types and media formats are supported by the WhatsApp Business Platform?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/sending-receiving-messages/what-messaging-limits-apply-to-my-whatsapp-business-account/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What messaging limits apply to my WhatsApp Business account?"}]}]}]}]}]}}},"faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp"},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-RwRh3AKqSg2iusD_nikMLg","name":"Sending & Receiving Messages","seo":null}},{"id":"DatoCmsTemplateHelpCenter-JY0Muq3LR52EnYjbwoBBiw","slug":"messaging-limits-whatsapp-business/","indexable":true,"question":"What messaging limits apply to my WhatsApp Business account?","body":{"blocks":[{"id":"ZGKGlFXfS4iPObMDTaHHRw","model":{"apiKey":"image"}},{"id":"Ru5G3nC5QKmcHSaws9QWkw","model":{"apiKey":"image"}}],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"url":"https://developers.facebook.com/docs/whatsapp/api/rate-limits#messaging","meta":[{"id":"rel","value":"noreferrer noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Messaging limits"}]},{"type":"span","value":" determine the maximum number of business-initiated conversations each phone number can start in a rolling 24-hour period. A business-initiated conversation starts when the first message is delivered to a customer and ends 24 hours later. If you reach the messaging limit, you can start more conversations when one or more active conversations end. Messaging limits don’t apply to user-initiated conversations. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Unverified businesses: "},{"type":"span","value":"Without a \"Connected\" status and approved display name, you are limited to 250 business-initiated conversations in a rolling 24-hour period. To get your display name approved, you need to be "},{"url":"https://www.clickatell.com/help-center/whatsapp/business-accounts-profiles/what-does-whatsapp-business-verification-entail/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"business-verified"}]},{"type":"span","value":". "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Verified businesses: "},{"type":"span","value":"With a \"Connected\" status and approved display name, you can initiate conversations with the following number of unique customers in a rolling 24-hour period: "}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"1K  "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"10K "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"100K "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Unlimited "}]}]}]},{"type":"paragraph","children":[{"type":"span","value":"This amount starts at 1K unique customers and scales automatically based on phone number status, phone number quality rating, and how often you initiate conversations with unique customers. "}]},{"type":"paragraph","children":[{"type":"span","value":"To determine what your current messaging limit is, navigate to "},{"type":"span","marks":["emphasis"],"value":"WhatsApp Manager -> Overview "},{"type":"span","value":"and look under"},{"type":"span","marks":["emphasis"],"value":" Limits."},{"type":"span","value":" "}]},{"item":"ZGKGlFXfS4iPObMDTaHHRw","type":"block"},{"type":"paragraph","children":[{"type":"span","value":"You can also see the quality rating and your current volume limit in the Clickatell Portal on the WhatsApp Profile Details page:"}]},{"item":"Ru5G3nC5QKmcHSaws9QWkw","type":"block"},{"type":"heading","level":4,"children":[{"type":"span","value":""}]},{"type":"heading","level":4,"children":[{"type":"span","marks":["strong"],"value":"Increasing Your Limit"},{"type":"span","value":" "}]},{"type":"paragraph","children":[{"type":"span","value":"Each time you initiate a new conversation with a unique customer, Meta determines whether your limit should be increased based on the below. If you meet all conditions, Meta increases your messaging limit by one level in 24 hours. "}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Your "},{"url":"https://www.facebook.com/business/help/896873687365001","meta":[{"id":"rel","value":"noreferrer noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"phone number status"}]},{"type":"span","value":" is "},{"type":"span","marks":["strong"],"value":"Connected."},{"type":"span","value":" "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Your "},{"url":"https://www.facebook.com/business/help/896873687365001","meta":[{"id":"rel","value":"noreferrer noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"phone number quality rating"}]},{"type":"span","value":" is "},{"type":"span","marks":["strong"],"value":"Medium"},{"type":"span","value":" or "},{"type":"span","marks":["strong"],"value":"High."},{"type":"span","value":" "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"In the last 7 days, you have initiated X or more conversations with unique customers, where X is your current messaging limit divided by two. "}]}]}]},{"type":"paragraph","children":[{"type":"span","value":"If your quality rating is Low and your status "},{"type":"span","marks":["strong"],"value":"Flagged"},{"type":"span","value":" for the last 7 days, Meta will immediately decrease your messaging limit by one level. "}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"paragraph","children":[{"type":"span","value":"Also see:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/sending-receiving-messages/which-message-types-and-media-formats-are-supported-by-the-whatsapp-business-plat/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Which message types and media formats are supported by the WhatsApp Business Platform?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"https://www.clickatell.com/help-center/whatsapp/sending-receiving-messages/what-size-limits-apply-when-sending-and-receiving-media-via-whatsapp/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"What size limits apply when sending and receiving media via WhatsApp?"}]}]}]}]}]}}},"faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp"},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-RwRh3AKqSg2iusD_nikMLg","name":"Sending & Receiving Messages","seo":null}},{"id":"DatoCmsTemplateHelpCenter-62324954","slug":"message-types-media-formats-supported/","indexable":true,"question":"Which message types and media formats are supported by the WhatsApp Business Platform?","body":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"WhatsApp makes use of the UTF-8 character set and any characters within this set are supported. Being a richer messaging platform, additional formatting and media types are also supported over and above plain text. A maximum of 4096 characters can be sent at a time and messages that are longer will be truncated."}]},{"type":"paragraph","children":[{"type":"span","value":"Rich text can include hyperlinks and formatting such as bold, italics, strike-through, code formatting, line breaks, and emojis."}]},{"type":"paragraph","children":[{"type":"span","value":"Various media formats are also supported. These include the following popular formats:"}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Images"},{"type":"span","value":" – JPEG, PNG"}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Documents"},{"type":"span","value":" – PDF, MS Word, MS Powerpoint, MS Excel, plain text"}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Audio"},{"type":"span","value":" – ACC, MP4, AMR, MPEG, OGG, codec = OPUS"}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Video"},{"type":"span","value":" - MP4 (with H.264 video codec and AAC audio codec)"}]},{"type":"paragraph","children":[{"type":"span","value":" "}]}]}}},"faqTopic":{"id":"DatoCmsTaxonomyTopic-62305851","name":" WhatsApp"},"faqSubtopic":{"id":"DatoCmsTaxonomyTopic-RwRh3AKqSg2iusD_nikMLg","name":"Sending & Receiving Messages","seo":null}}],"totalCount":5},"datoCmsSectionContainer":{"id":"DatoCmsSectionContainer-144562614","sectionId":"","model":{"apiKey":"section_container"},"background":"Light","eyebrow":"","heading":"Other resources","headingSize":"","boxShadow":false,"carrousel":false,"newDesign":true,"floatAbove":false,"floatBelow":false,"noPaddingBottom":false,"noPaddingTop":false,"alignment":"Left","multiColumnRightArranged":false,"imageFeatured":null,"bottomNote":{"blocks":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":""}]}]}},"links":[]},"sectionBody":{"blocks":[],"links":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":""}]}]}}},"callToAction":[],"components":[{"id":"DatoCmsComponentMultiColumnContent-144562611","model":{"apiKey":"component_multi_column_content"},"eyebrow":"","heading":"Contact support","headingSize":"Heading 3","thumbnail":null,"iconSize":"medium","icon":{"gatsbyImageData":null,"url":"https://www.datocms-assets.com/54467/1672871859-headphones.svg","title":null,"width":52,"height":52},"body":{"blocks":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"Contact our support team and one of our agents will be in touch with you to answer any questions you have."}]},{"type":"paragraph","children":[{"item":"144637110","type":"inlineItem"}]}]}},"links":[{"id":"144637110","url":"https://www.clickatell.com/contact-support/","label":"Contact support","model":{"apiKey":"component_call_to_action"},"openInNewTab":false}]},"alignment":"Left","width":"Auto","variant":"standard"},{"id":"DatoCmsComponentMultiColumnContent-144562613","model":{"apiKey":"component_multi_column_content"},"eyebrow":"","heading":"Developer docs","headingSize":"Heading 3","thumbnail":null,"iconSize":"medium","icon":{"gatsbyImageData":null,"url":"https://www.datocms-assets.com/54467/1672853520-file-text.svg","title":null,"width":53,"height":52},"body":{"blocks":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"Access the latest technical information regarding Clickatell’s channels, products and APIs."}]},{"type":"paragraph","children":[{"item":"144637112","type":"inlineItem"}]}]}},"links":[{"id":"144637112","url":"https://docs.clickatell.com/?_ga=2.136757113.855261245.1672360526-405927990.1666392007","label":"Access developer docs","model":{"apiKey":"component_call_to_action"},"openInNewTab":false}]},"alignment":"Left","width":"Auto","variant":"standard"}]}},"pageContext":{"id":"DatoCmsTemplateHelpCenter-JY0Muq3LR52EnYjbwoBBiw","subtopicId":"DatoCmsTaxonomyTopic-RwRh3AKqSg2iusD_nikMLg"}},"staticQueryHashes":["2487134786","3628220687","4115230100","63159454","923967544"],"slicesMap":{}}