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This guide covers WhatsApp Business messaging, account setup, message types, and integration with Plivo.

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Overview

WhatsApp Business API enables direct customer communication on WhatsApp with:
  • Real-time messaging
  • Global reach (2+ billion users)
  • Rich media support
  • Message templates
  • Delivery receipts

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Key Features

FeatureDescription
Business ProfileDisplay business info (address, website, email)
Message TemplatesPre-approved messages for initiating conversations
Rich MediaImages, documents, videos, audio
Interactive MessagesButtons, lists, quick replies
Delivery StatusReal-time delivery and read receipts

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Getting Started

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Prerequisites

  1. Meta Business Account
  2. Business verification with Meta
  3. WhatsApp Business Account (WABA)
  4. Phone number for WhatsApp

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Setup Process

  1. Create WABA: Through Plivo’s embedded signup flow
  2. Verify Business: Complete Meta business verification
  3. Register Phone Number: Use existing or rent from Plivo
  4. Configure Display Name: Set business name for WhatsApp
  5. Create Templates: Submit templates for approval
  6. Integrate API: Connect your systems
See WhatsApp concepts for detailed setup.

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WhatsApp Business Account (WABA)

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What is WABA?

A WhatsApp Business Account contains:
  • Your phone numbers
  • Message templates
  • Business profile
  • Messaging configuration
When onboarding with Plivo, a WABA is created with Plivo as the partner.

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Business Verification

Complete Meta business verification to:
  • Improve WABA approval chances
  • Get higher messaging limits
  • Get higher phone number limits
  • Display verified business name
See Meta’s business verification guide.

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Phone Number Requirements

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Requirements

  • Must receive OTP via SMS or voice call
  • Will be visible to customers on WhatsApp
  • One number per WhatsApp registration

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Options

OptionDescription
Rent from PlivoUse Plivo phone number (where available)
Bring your ownUse existing number
MigrateTransfer from another provider

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Number Migration

If you have a number registered with another WhatsApp provider:
  1. Request migration through Plivo
  2. Follow Meta’s migration requirements
  3. Number transfers to your new WABA

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Display Name

The business display name appears in:
  • Chat thread headers
  • Chat lists
  • Business profile

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Requirements

  • Business must complete Meta verification
  • Display name approved by Meta
  • Set during embedded signup flow

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Change Display Name

Contact Plivo support to update your display name after initial setup.

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Message Types

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Template Messages

Required to initiate conversations.
Template TypeUse Case
AuthenticationOTPs, verification codes
UtilityOrder updates, shipping notifications
MarketingPromotions, offers, announcements

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Session Messages

After customer responds, you have a 24-hour window to send free-form messages without templates.

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Supported Content

  • Text messages
  • Images
  • Documents
  • Videos
  • Audio
  • Interactive buttons
  • List messages

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Message Templates

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Template Approval

Templates must be approved by Meta before use. Status flow:
  1. Submitted → Pending review
  2. Approved → Active (Quality pending)
  3. Rejected → Edit and resubmit or appeal

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Create Templates

Templates are created through Meta’s WhatsApp Manager:
  1. Access WhatsApp Manager
  2. Navigate to Message Templates
  3. Create template with required components
  4. Submit for approval

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Template Guidelines

  • Follow Meta’s content policies
  • Use correct categorization
  • Include required variables
  • Avoid prohibited content
See Meta’s template guidelines.

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View Templates

View your templates in the Plivo console: Messaging > WhatsApp > Templates

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API Integration

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Send Messages

Use Plivo’s existing Messaging endpoint: 
curl -X POST "https://api.plivo.com/v1/Account/{auth_id}/Message/" \
  -u "{auth_id}:{auth_token}" \
  -H "Content-Type: application/json" \
  -d '{
    "src": "whatsapp:+14151234567",
    "dst": "whatsapp:+14157654321",
    "type": "whatsapp",
    "template": {
      "name": "your_template_name",
      "language": "en"
    }
  }'

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Webhooks

Configure webhooks at WABA level:
  1. Navigate to WhatsApp settings
  2. Set webhook URL
  3. Select events to receive
  4. Save configuration
Webhooks apply to all numbers and templates under the WABA.

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SDKs

Use Plivo’s Server SDKs for WhatsApp integration:
  • Node.js
  • Python
  • Ruby
  • PHP
  • Java
  • .NET
  • Go

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Monitoring and Logs

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View Messages

  1. Navigate to Messaging > Logs
  2. Filter by WhatsApp messages
  3. View delivery status, pricing, destination

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Log Details

FieldDescription
Message UUIDUnique identifier
StatusDelivery status
DestinationRecipient number
PriceMessage cost
CallbacksStatus updates received

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Export Logs

Download logs at:
  • Individual message level
  • Aggregate by time duration

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Troubleshooting

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Common Issues

IssueSolution
Template rejectedReview guidelines, edit and resubmit
Message not deliveredCheck error code, verify number
WABA not approvedComplete business verification
Number migration failedVerify requirements met

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Error Codes

Review Plivo error codes for detailed descriptions and next steps.

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Support

For unresolved issues:
  1. Note the message UUID
  2. Gather relevant details
  3. Contact Plivo Support