# Chakra HQ — Full Content

> This file contains the full text of every page on chakrahq.com for AI assistants and LLMs.
> For a compact index of links see /llms.txt
> All page URLs below point to the Markdown (.md) version of each page.
> The normal HTML version of each page can be accessed by removing the .md suffix from the URL.

---

URL: https://chakrahq.com/product/chakra-sales.md

# Grow Cx Relationships Without IT Support


The no-code Sales CRM, tailored for SMBs. Realize improved productivity from day one.


[Sign Up](https://app.chakrahq.com/user/signup/sales-b2b) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-sales/pricing.md)

## How it works

Get started with your own custom CRM in a few simple steps

1. **Import leads** — Upload your sheet of leads/deals to get started

2. **Configure Email** — Sync your email and setup nurture campaigns

3. **Monitor growth** — With revenue forecasts and activity reports

## Key Features

### History

Track changes to leads/deals, calls, emails and automations in a single timeline view

### Notes

Capture notes for leads, deals and contacts to keep track of important information

### Email Campaigns

Nurture leads with sequence based email campaigns

[Learn more](https://chakrahq.com/product/chakra-sales/feature/email-campaigns.md)

### Email Sync

Sync your email to keep track of emails and leads from a single place

### Sales Reports

Apart from standard sales reports - you can create your own custom reports & dashboards

[Learn more](https://chakrahq.com/product/chakra-sales/feature/sales-reports.md)

### Automated Assignment

Assign leads and deals automatically on a round-robin or load-balanced basis

### Notifications & Reminders

Get notified of important events like when leads are assigned to you or when a deal is won/lost

### Custom Layouts

Modify the layout details screens to show information that is important to your business

### Web Forms

Create embeddable lead collection forms using our no-code builder

### Auto Lead Capture

Automatically capture leads from your website and social media platforms

### User Access Control

Have granular control over who can access what data

### Mobile App

Access all features on the go from your mobile devices

## Key Modules

### Leads

- Bulk import / export

- Customizable Fields

- Detailed History

### Deals

- Pipeline views

- Deal Forecasting

- Deduplication

### Accounts

- Model companies/accounts

- Business specific fields

- Multiple phone numbers/email addresses

### Contacts

- Auto sync to/from phone

- Deduplication

- Create Contact groups

### Tasks + Reminders

- State specific tasks

- Reminders and notifications

- Calendar view for tasks

### Campaigns

- Sequence builder

- Click + Open tracking

- Re-usable email templates

## Frequently Asked Questions

**Q: Is a sales CRM suitable for 1-2 member team?**

Yes, sales CRM is even more useful for small teams. It helps you automate repetitive tasks like sending emails and messages. It also helps you stay on top of your sales pipeline via reminders and alerts, making your small team more productive.

**Q: Can I automate entry of leads from my website?**

You can easily push leads from your website to Chakra Sales CRM via our lead form integration plugin.

**Q: Do I need to hire a partner or developer to implement Chakra Sales?**

You can easily setup Chakra Sales CRM on your own. If you need any help, our team will be happy to guide you on chat or email.

**Q: Can I import my existing leads and deals?**

Yes, you can import your existing leads and deals by using the bulk upload feature. Please get in touch with us for help regarding migration.

**Q: Can I use Chakra Sales CRM for free?**

Yes, you can use Chakra Sales CRM for free for up to 2 users. You can also try out all the features of Chakra Sales CRM for free for 21 days.

---

URL: https://chakrahq.com/product/chakra-chat.md

# All-in-One WhatsApp CRM With Zero Markup Charges


Broadcast personalised campaigns to thousands, instantly. No-code chatbots that sell, support, and engage 24/7. AI Agents for instant replies and smart query routing. One shared inbox for the entire team.


[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## A unified workspace to manage all your WhatsApp Engagement

Everything your team needs to sell, support, and engage on WhatsApp - in one place. No switching tools, no duct-taped integrations, no steep learning curves.

## Built for scale. Proven across industries. Trusted by thousands.

Trusted by businesses across 65+ countries — from startup founders to enterprise teams — Chakra Chat is the platform behind every WhatsApp-first customer engagement strategy.

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

Every session, every reply, every automated flow — quietly working in the background, so your business never misses a moment that matters.

## Everything You Need to Win on WhatsApp

One platform for every WhatsApp interaction; from broadcast campaigns and chatbots to shared inbox and lead management.

### Use WhatsApp Business App and API Together

**Same Number, Two Platforms** Keep your existing WhatsApp Business App running while unlocking the full power of the Cloud API - no migration, no new number.

**History & Contacts Intact** Every chat, contact, and group stays fully preserved as you add API capabilities alongside your existing setup.

**Add Automation Gradually** Layer on broadcasts, chatbots, and integrations at your own pace - no disruption to how your team works today.

[Know more about Coexistence](https://chakrahq.com/product/chakra-chat/feature/coexistence.md)

### Reach Thousands With Personalised WhatsApp Campaigns

**Multi-Step Workflows** Build automated campaign journeys with delays, decision nodes, and follow-up sequences.

**Personalised at Scale** Use dynamic fields to make every broadcast feel like a one-to-one conversation.

**Native Template Management** Create, submit, and manage WhatsApp-approved templates without leaving Chakra.

**Standard Meta Pricing** Pay standard Meta template rates — zero markup, no hidden fees

[Know more about Broadcast Campaigns](https://chakrahq.com/product/chakra-chat/feature/bulk-messages.md)

### One Inbox for Your Entire WhatsApp Team

**Multi-Number Routing** All incoming messages across multiple WhatsApp numbers route to one secure, shared inbox

**Auto-Assignment** Assign chats automatically by rules or manually allocate to the right agent in one click.

**Full Customer Context** Access chat history, lead profile, and custom attributes - all alongside the live conversation.

**AI-Assisted Replies** Contextual reply suggestions help agents respond faster and more accurately every time.

[Know more about Shared Team Inbox](https://chakrahq.com/product/chakra-chat/feature/shared-team-inbox.md)

### Build WhatsApp Chatbots Without Writing Any Code

**Drag-and-Drop Builder** Design conversational flows visually with a full library of purpose-built nodes.

**AI-Powered Nodes:** Deploy AI replies, product search, and intent classification inside any chatbot flow.

**Smart Triggers** Launch chatbots based on keywords, events, or custom conditions automatically.

**24/7 Automation** Qualify leads, answer FAQs, and complete transactions around the clock without human intervention

[Know more about Chatbots & AI Bots](https://chakrahq.com/product/chakra-chat/feature/chatbot-builder.md)

### Track Every Campaign, Chat, and Team Performance

**Campaign Metrics** Monitor delivery, read rates, and errors across every broadcast in real time.

**Chat Analytics** Track response times, conversation volumes, and agent performance across your team.

**Custom Dashboards** Build your own reports with multiple chart types, filters, and one-click access.

**Contact-Level Insights** Drill down to individual delivery status and interaction history for deeper analysis.

[Know more about Chakra Reports & Analytics](https://chakrahq.com/product/chakra-chat/feature/in-built-analytics.md)

### Collect Payments Directly Inside WhatsApp Chats

**Instant Payment Links** Send secure, clickable payment links directly in chat - customers complete purchases without leaving WhatsApp.

**Real-Time Tracking** Every payment is tracked and updated instantly on completion — no manual follow-up needed

**Webhook Integration** Trigger webhooks on payment completion to automatically sync your internal store or database

[Know more about Payment Links](https://chakrahq.com/product/chakra-chat/feature/payment-integration.md)

### Capture and Manage Every WhatsApp Lead Effortlessly

**Auto Lead Capture** Create leads instantly from incoming chats with contact details pre-filled.

**Multi-Source Integration** Pull in leads from Facebook, Instagram, Google Ads, and website forms.

**Pipeline Views** Switch between List and Kanban views with custom fields, filters, and saved segments

**Bulk Actions** Add to campaigns, reassign, or update stages across hundreds of leads in one action.

[Check Chat Lead Feature](https://chakrahq.com/product/chakra-chat/feature/chat-leads.md)

### Developer-Friendly API to Build and Scale Fast

**Clean Endpoints** Intuitive API with no unnecessary abstractions — get integrated in minutes.

**Comprehensive Docs** Code snippets, request/response examples, and webhook tutorials for every use case.

**Enterprise Infrastructure** 99.9% uptime with built-in retry logic and rate limit handling for high-volume messaging.

**Transparent Pricing** Standard Meta rates, zero markup - scale without cost surprises.

[Read more about Chakra APIs](https://apidocs.chakrahq.com/api-11312774)

## Why Growing Businesses Choose Chakra Chat

### 🔀 Multi-Number Support

Manage multiple WhatsApp numbers across branches, teams, or regions - all from one unified platform.

### 0️⃣ Zero Template Markup

Pay standard Meta template rates with zero markup - save up to 30% compared to other WhatsApp platforms

### 💯 Never Lose a Lead

Every WhatsApp conversation is automatically captured and tracked as a lead - no separate CRM needed.

### 📱 Stay in Control, Anywhere

Manage chats, update leads, and action conversations on the go - right from the Chakra mobile app.

### 👉 Simple to Use

Intuitive enough for any team member to get started quickly - no technical training or long onboarding required.

### 🤖 AI & Automation Ready

From AI-assisted replies to advanced workflow automation - powerful tools available when your business needs them.

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

## Frequently Asked Questions

**Q: How do I get a whatsapp business API account?**

Chakra is an Official Meta Business Partner, which means you can apply for a WhatsApp Business API account directly through us - quickly and in just a few simple steps.

**Q: How do I set up and start using Chakra Whatsapp?**

Getting started is straightforward. Follow our step-by-step onboarding guide at help.chakrahq.com/chat/getting-started, which walks you through connecting your WhatsApp account, setting up chatbots, and configuring your shared inbox. Our support team is also available to help at any stage.

**Q: Does Chakra support the WhatsApp Coexistence feature?**

Yes. Chakra supports Coexistence, allowing you to register an existing WhatsApp Business phone number directly on the WhatsApp Business Platform - so you can use both the app and API side by side.

**Q: Can I customize the chatbots for my business needs?**

Yes. You can fully tailor chatbots to handle queries specific to your business - including automated responses, FAQs, and interactive conversation flows, so your customers get instant, relevant support around the clock.

**Q: How does broadcast messaging work?**

Send marketing messages, transactional updates, and authentication OTPs to thousands at once. Manage the full broadcast workflow in one place - from template creation and Meta approval, to audience segmentation, personalisation, and scheduling.

**Q: Does Chakra charge any markup on template message fees?**

No. Chakra applies zero markup on template messages. You pay only the prevailing WhatsApp Meta messaging rates for successfully delivered messages - nothing more.

**Q: Can I connect multiple numbers in Chakra Chat?**

Yes. Chakra's plans support multiple numbers: Starter (2 numbers), Growth (5 numbers), and Advanced (12 numbers). Need more? Additional numbers beyond 12 are available at $2.99/number.

**Q: Is Chakra Chat secure for handling customer data?**

Yes. Chakra includes verification OTPs and secure data handling practices to keep your customer information protected and all transactions safe.

**Q: Can I track the performance of my campaigns and interactions?**

Yes. Chakra's built-in analytics give you detailed insights into campaign performance, customer interactions, and engagement metrics - helping you make data-driven decisions and continuously improve your strategy.

**Q: How does abandoned cart recovery work?**

Chakra lets you automatically send personalized reminders to customers who left items in their cart without completing a purchase. These timely nudges help recover lost sales and improve your overall conversion rate.

**Q: Can I integrate the tool with other platforms and systems?**

Yes. Chakra integrates with a wide range of CRM systems, e-commerce platforms, and business tools - ensuring smooth data flow across your stack and streamlining day-to-day operations.

**Q: What customer support does Chakra offer?**

We provide comprehensive support including tickets, chat and a knowledge base with detailed guides and tutorials. Our team is always on hand to help you resolve issues and get the most out of the platform.

**Q: How does the shared inbox feature work?**

The shared inbox gives your entire team a single, unified space to view, respond to, and assign customer chats. This ensures no message gets missed, queries are handled promptly, and team collaboration stays seamless.

**Q: Can I use Chakra's API to send WhatsApp messages from my own application?**

Yes. Chakra provides robust REST APIs and webhooks that let you send template and session messages, create and manage templates programmatically, and track all incoming events in real time.

**Q: Does Chakra have a partner program?**

Yes. Chakra offers an API Integration Partner Program designed for SaaS providers and technology partners. It enables you to onboard and manage clients, and embed WhatsApp Business Platform capabilities directly into your own applications.

**Q: Is Chakra Chat Available in My Country?**

Yes. Chakra is available globally, with over 2,000 businesses across 65+ countries already on the platform. Sign up from anywhere and set up your WhatsApp Business API account in minutes.

---

URL: https://chakrahq.com/product/chakra-chat/feature/whatsapp-business-calling-api.md

# Make & Receive WhatsApp Calls for Your Business


Connect with customers over voice, directly inside WhatsApp — no phone number switch, no app change. End-to-end encrypted VoIP calling on the world's most trusted messaging platform, powered by Chakra Chat.



[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## Built for scale. Proven across industries. Trusted by thousands.

Trusted by businesses across 65+ countries — from startup founders to enterprise teams — Chakra Chat is the platform behind every WhatsApp-first customer engagement strategy.

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

Every session, every reply, every automated flow — quietly working in the background, so your business never misses a moment that matters.

## Everything you need for this feature

### Calling that works out of the box

**Two-way calling** Make and receive VoIP calls with customers on the same WhatsApp number you already use for messaging.

**In-app IVR** Route callers through a menu inside WhatsApp using a numeric keypad, no phone network needed.

**Business hours control ** Automatically direct customers to messaging when your team is unavailable.

### Built for your contact centre

**SIP & WebRTC routing ** Connect WhatsApp calls directly to your existing VoIP or contact centre infrastructure.

**AI voicebot-ready ** Plug the raw media stream into your AI voice stack for fully automated call handling.

**Consent-first outbound** Reach customers proactively with a built-in permission flow that meets Meta's compliance requirements.

### Visibility and control

**Call analytics ** Track volume, answer rates, duration, and drop-off across all your WhatsApp calls.

**Recording & transcription** Capture every call for QA, coaching, and compliance via Chakra Chat add-on.

**Country-level controls ** Show or hide the call button by geography to match your operational footprint.

## Calling your customers just got a whole lot more personal

### Faster resolutions

Agents see the full chat history before the call even connects — no re-explaining, no wasted time.

### Fewer dropped leads

A single tap to call from inside a conversation means customers act while they're still engaged.

### Lower support costs

Moving calls off traditional phone lines into WhatsApp cuts telephony spend and consolidates your team's tooling.

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

## Frequently Asked Questions

**Q: Is WhatsApp Calling API feature is available in my country?**

User-iniitated (customer) calls are support worldwide. Business-initiated calls are supported everywhere except (USA, Canada, Egypt, Vietnam, Nigeria)

**Q: What is the WhatsApp Calling API and how does it work?**

The WhatsApp Calling API lets businesses make and receive end-to-end encrypted VoIP calls directly within WhatsApp — on the same number used for messaging. No separate phone line or app needed.

**Q: Can I set up IVR and call routing on WhatsApp calls?**

Yes. You can build an in-app IVR using a numeric keypad inside WhatsApp to route callers to the right team or option — without needing a traditional phone network.

**Q: Can WhatsApp calls be connected to my existing contact centre?**

Yes. Chakra supports SIP and WebRTC routing, so WhatsApp calls can be directed into your existing VoIP infrastructure or contact centre setup with minimal integration effort.

**Q:  Is it possible to automate WhatsApp calls using an AI voicebot?**

Yes. The raw media stream from WhatsApp calls can be plugged into your AI voice stack, enabling fully automated call handling without a live agent.

**Q: What analytics are available for WhatsApp calls?**

You get visibility into call volume, answer rates, duration, and drop-off. Call recording and transcription are also available as an add-on for QA and compliance purposes.

**Q: How do I get a whatsapp business API account?**

Chakra is an Official Meta Business Partner, which means you can apply for a WhatsApp Business API account directly through us - quickly and in just a few simple steps.

**Q: How do I set up and start using Chakra Whatsapp?**

Getting started is straightforward. Follow our step-by-step onboarding guide at help.chakrahq.com/chat/getting-started, which walks you through connecting your WhatsApp account, setting up chatbots, and configuring your shared inbox. Our support team is also available to help at any stage.

**Q: Does Chakra support the WhatsApp Coexistence feature?**

Yes. Chakra supports Coexistence, allowing you to register an existing WhatsApp Business phone number directly on the WhatsApp Business Platform - so you can use both the app and API side by side.

**Q: Can I customize the chatbots for my business needs?**

Yes. You can fully tailor chatbots to handle queries specific to your business - including automated responses, FAQs, and interactive conversation flows, so your customers get instant, relevant support around the clock.

**Q: How does broadcast messaging work?**

Send marketing messages, transactional updates, and authentication OTPs to thousands at once. Manage the full broadcast workflow in one place - from template creation and Meta approval, to audience segmentation, personalisation, and scheduling.

**Q: Does Chakra charge any markup on template message fees?**

No. Chakra applies zero markup on template messages. You pay only the prevailing WhatsApp Meta messaging rates for successfully delivered messages - nothing more.

**Q: Can I connect multiple numbers in Chakra Chat?**

Yes. Chakra's plans support multiple numbers: Starter (2 numbers), Growth (5 numbers), and Advanced (12 numbers). Need more? Additional numbers beyond 12 are available at $2.99/number.

**Q: Is Chakra Chat secure for handling customer data?**

Yes. Chakra includes verification OTPs and secure data handling practices to keep your customer information protected and all transactions safe.

**Q: Can I track the performance of my campaigns and interactions?**

Yes. Chakra's built-in analytics give you detailed insights into campaign performance, customer interactions, and engagement metrics - helping you make data-driven decisions and continuously improve your strategy.

**Q: How does abandoned cart recovery work?**

Chakra lets you automatically send personalized reminders to customers who left items in their cart without completing a purchase. These timely nudges help recover lost sales and improve your overall conversion rate.

**Q: Can I integrate the tool with other platforms and systems?**

Yes. Chakra integrates with a wide range of CRM systems, e-commerce platforms, and business tools - ensuring smooth data flow across your stack and streamlining day-to-day operations.

**Q: What customer support does Chakra offer?**

We provide comprehensive support including tickets, chat and a knowledge base with detailed guides and tutorials. Our team is always on hand to help you resolve issues and get the most out of the platform.

**Q: How does the shared inbox feature work?**

The shared inbox gives your entire team a single, unified space to view, respond to, and assign customer chats. This ensures no message gets missed, queries are handled promptly, and team collaboration stays seamless.

**Q: Can I use Chakra's API to send WhatsApp messages from my own application?**

Yes. Chakra provides robust REST APIs and webhooks that let you send template and session messages, create and manage templates programmatically, and track all incoming events in real time.

**Q: Does Chakra have a partner program?**

Yes. Chakra offers an API Integration Partner Program designed for SaaS providers and technology partners. It enables you to onboard and manage clients, and embed WhatsApp Business Platform capabilities directly into your own applications.

**Q: Is Chakra Chat Available in My Country?**

Yes. Chakra is available globally, with over 2,000 businesses across 65+ countries already on the platform. Sign up from anywhere and set up your WhatsApp Business API account in minutes.

---

URL: https://chakrahq.com/product/chakra-chat/feature/whatsapp-chatbot-builder.md

# Build WhatsApp Chatbots Without Writing Code


Design automated WhatsApp flows with a visual drag-and-drop builder. Choose from 15+ nodes — AI, payment, API, assign to human, and more. Launch smarter conversations without writing a single line of code.



[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## Every Tool You Need to Build Smarter Bots

From simple FAQ bots to complex multi-step flows, Chakra's Chatbot Builder gives you the nodes, templates, and controls to automate any WhatsApp conversation.

### Build Any Flow Visually

**Drag-and-Drop Builder** Arrange nodes visually on an infinite canvas — zoom in, zoom out, lock editing, and preview your flow as you build, no code at any step.

**15+ Powerful Nodes** Choose from Message, Question, Payment, AI Node, API Node, Assign to Human, Transfer Chatbot, Update Response Data, Wait, and more to handle any conversation scenario.

**Ready-Made Templates** Browse, preview, and apply chatbot templates to get started instantly — customise to your needs or build from scratch with full flexibility.

### Configure Every Node Your Way

**Granular Node Control** Name each node, store user responses as variables, specify reply format — text, document, or other media — and allow responses outside predefined options.

**Trigger from Anywhere** Set any node as an entry point — trigger flows from a keyword, a campaign, a chat label, or a handoff from another bot seamlessly.

**Manage Your Bot Library** Search, clone, rename, and delete chatbots from a central list — keeping your workspace organised as your automation library grows.

## Automate Conversations and Reclaim Your Team's Time

### Launch Faster

Use pre-built templates to go live in minutes; no developer, no delay, no back-and-forth with technical resources.

### Handle Any Scenario

With 15+ nodes including AI, API, and payment, one chatbot can qualify leads, collect payments, and escalate to a human.

### Stay in Control

Clone, iterate, and manage your entire bot library from one place; automate as your business scales.

## WhatsApp: The most engaging communication channel

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

## Frequently Asked Questions

**Q: Do I need coding skills to build a WhatsApp chatbot on Chakra?**

No. The Chakra chatbot builder uses a drag-and-drop visual interface — you design conversation flows by connecting nodes on a canvas. No coding or technical setup is required to go from blank canvas to a live chatbot.

**Q: Can I test my chatbot before making it live?**

Yes. There's a built-in preview mode that simulates real WhatsApp interactions, so you can walk through the entire conversation flow and catch issues before your customers ever see it.

**Q: What triggers can I use to launch a WhatsApp chatbot automatically?**

Chatbots can be triggered based on inbound keywords, campaign sources, user attributes, or custom events. You can also define custom start, stop, and restart keywords to give customers control over the conversation.

**Q: Can the chatbot handle payments and product orders end-to-end?**

Yes. Using Flow Control and Action nodes, the chatbot can send payment links, display catalog options, and complete order actions — all within the WhatsApp conversation, without redirecting customers to an external page.

**Q: Can I connect multiple chatbots together or hand off to a live agent mid-conversation?**

Yes. Chakra supports chatbot-to-chatbot routing, letting you chain bots together based on user responses or conditions. You can also use Transfer nodes to hand off seamlessly to a human agent at any point in the flow.

**Q: How do I get a whatsapp business API account?**

Chakra is an Official Meta Business Partner, which means you can apply for a WhatsApp Business API account directly through us - quickly and in just a few simple steps.

**Q: How do I set up and start using Chakra Whatsapp?**

Getting started is straightforward. Follow our step-by-step onboarding guide at help.chakrahq.com/chat/getting-started, which walks you through connecting your WhatsApp account, setting up chatbots, and configuring your shared inbox. Our support team is also available to help at any stage.

**Q: Does Chakra support the WhatsApp Coexistence feature?**

Yes. Chakra supports Coexistence, allowing you to register an existing WhatsApp Business phone number directly on the WhatsApp Business Platform - so you can use both the app and API side by side.

**Q: Can I customize the chatbots for my business needs?**

Yes. You can fully tailor chatbots to handle queries specific to your business - including automated responses, FAQs, and interactive conversation flows, so your customers get instant, relevant support around the clock.

**Q: How does broadcast messaging work?**

Send marketing messages, transactional updates, and authentication OTPs to thousands at once. Manage the full broadcast workflow in one place - from template creation and Meta approval, to audience segmentation, personalisation, and scheduling.

**Q: Does Chakra charge any markup on template message fees?**

No. Chakra applies zero markup on template messages. You pay only the prevailing WhatsApp Meta messaging rates for successfully delivered messages - nothing more.

**Q: Can I connect multiple numbers in Chakra Chat?**

Yes. Chakra's plans support multiple numbers: Starter (2 numbers), Growth (5 numbers), and Advanced (12 numbers). Need more? Additional numbers beyond 12 are available at $2.99/number.

**Q: Is Chakra Chat secure for handling customer data?**

Yes. Chakra includes verification OTPs and secure data handling practices to keep your customer information protected and all transactions safe.

**Q: Can I track the performance of my campaigns and interactions?**

Yes. Chakra's built-in analytics give you detailed insights into campaign performance, customer interactions, and engagement metrics - helping you make data-driven decisions and continuously improve your strategy.

**Q: How does abandoned cart recovery work?**

Chakra lets you automatically send personalized reminders to customers who left items in their cart without completing a purchase. These timely nudges help recover lost sales and improve your overall conversion rate.

**Q: Can I integrate the tool with other platforms and systems?**

Yes. Chakra integrates with a wide range of CRM systems, e-commerce platforms, and business tools - ensuring smooth data flow across your stack and streamlining day-to-day operations.

**Q: What customer support does Chakra offer?**

We provide comprehensive support including tickets, chat and a knowledge base with detailed guides and tutorials. Our team is always on hand to help you resolve issues and get the most out of the platform.

**Q: How does the shared inbox feature work?**

The shared inbox gives your entire team a single, unified space to view, respond to, and assign customer chats. This ensures no message gets missed, queries are handled promptly, and team collaboration stays seamless.

**Q: Can I use Chakra's API to send WhatsApp messages from my own application?**

Yes. Chakra provides robust REST APIs and webhooks that let you send template and session messages, create and manage templates programmatically, and track all incoming events in real time.

**Q: Does Chakra have a partner program?**

Yes. Chakra offers an API Integration Partner Program designed for SaaS providers and technology partners. It enables you to onboard and manage clients, and embed WhatsApp Business Platform capabilities directly into your own applications.

**Q: Is Chakra Chat Available in My Country?**

Yes. Chakra is available globally, with over 2,000 businesses across 65+ countries already on the platform. Sign up from anywhere and set up your WhatsApp Business API account in minutes.

---

URL: https://chakrahq.com/product/chakra-chat/feature/whatsapp-campaign-personalization.md

# Segment WhatsApp Contacts. Personalize All Campaigns.


Filter your lead audience using tags, map custom fields to template variables, and send WhatsApp campaigns that feel personally written for every single recipient.


[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## WhatsApp: The most engaging communication channel

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

## Precision Targeting, Personal at Every Scale

Use lead filters, custom fields, tags, and dynamic variable mapping to build highly targeted WhatsApp campaigns that speak directly to each recipient.

### Build Audiences from Your Lead Data

**Filter Your Audience** Use lead filters to narrow your campaign audience by any field or condition — send only to the contacts that actually match your campaign's intent.

**Custom Field Personalization** Add custom fields to leads and map them directly into campaign messages — personalise names, discount percentages, offers, and more per recipient.

**Dynamic Media Headers** Pull image, video, or document URLs from lead fields to dynamically update template headers — every recipient sees media tailored to their data.

### Map Variables, Target by Tags

**Audience Variable Mapping** Add variables to your WhatsApp templates and map each one to a lead or audience field — so every message auto-fills with the right personalised value.

**Tag Your Leads** Attach tags to leads or campaign audiences to group contacts by intent, stage, or category — making segment selection fast and consistent.

**Select Audience by Tag** When building a campaign, pick your audience simply by selecting a tag — instantly targeting the right group without rebuilding filters each time.

## Turn WhatsApp Broadcasts into Conversations That Convert

### Higher Engagement

Personalised messages with the recipient's name, offer, or data outperforming generic blasts — drive more replies and click-throughs.

### Faster Audience Building

Filters and tags let you assemble precise campaign audiences in seconds — no exports, no spreadsheets, no manual list building.

### One Campaign, Many Contexts

A single template with mapped variables delivers a unique, relevant message to every recipient — at the same time

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

## Frequently Asked Questions

**Q: How do I get a whatsapp business API account?**

Chakra is an Official Meta Business Partner, which means you can apply for a WhatsApp Business API account directly through us - quickly and in just a few simple steps.

**Q: How do I set up and start using Chakra Whatsapp?**

Getting started is straightforward. Follow our step-by-step onboarding guide at help.chakrahq.com/chat/getting-started, which walks you through connecting your WhatsApp account, setting up chatbots, and configuring your shared inbox. Our support team is also available to help at any stage.

**Q: Does Chakra support the WhatsApp Coexistence feature?**

Yes. Chakra supports Coexistence, allowing you to register an existing WhatsApp Business phone number directly on the WhatsApp Business Platform - so you can use both the app and API side by side.

**Q: Can I customize the chatbots for my business needs?**

Yes. You can fully tailor chatbots to handle queries specific to your business - including automated responses, FAQs, and interactive conversation flows, so your customers get instant, relevant support around the clock.

**Q: How does broadcast messaging work?**

Send marketing messages, transactional updates, and authentication OTPs to thousands at once. Manage the full broadcast workflow in one place - from template creation and Meta approval, to audience segmentation, personalisation, and scheduling.

**Q: Does Chakra charge any markup on template message fees?**

No. Chakra applies zero markup on template messages. You pay only the prevailing WhatsApp Meta messaging rates for successfully delivered messages - nothing more.

**Q: Can I connect multiple numbers in Chakra Chat?**

Yes. Chakra's plans support multiple numbers: Starter (2 numbers), Growth (5 numbers), and Advanced (12 numbers). Need more? Additional numbers beyond 12 are available at $2.99/number.

**Q: Is Chakra Chat secure for handling customer data?**

Yes. Chakra includes verification OTPs and secure data handling practices to keep your customer information protected and all transactions safe.

**Q: Can I track the performance of my campaigns and interactions?**

Yes. Chakra's built-in analytics give you detailed insights into campaign performance, customer interactions, and engagement metrics - helping you make data-driven decisions and continuously improve your strategy.

**Q: How does abandoned cart recovery work?**

Chakra lets you automatically send personalized reminders to customers who left items in their cart without completing a purchase. These timely nudges help recover lost sales and improve your overall conversion rate.

**Q: Can I integrate the tool with other platforms and systems?**

Yes. Chakra integrates with a wide range of CRM systems, e-commerce platforms, and business tools - ensuring smooth data flow across your stack and streamlining day-to-day operations.

**Q: What customer support does Chakra offer?**

We provide comprehensive support including tickets, chat and a knowledge base with detailed guides and tutorials. Our team is always on hand to help you resolve issues and get the most out of the platform.

**Q: How does the shared inbox feature work?**

The shared inbox gives your entire team a single, unified space to view, respond to, and assign customer chats. This ensures no message gets missed, queries are handled promptly, and team collaboration stays seamless.

**Q: Can I use Chakra's API to send WhatsApp messages from my own application?**

Yes. Chakra provides robust REST APIs and webhooks that let you send template and session messages, create and manage templates programmatically, and track all incoming events in real time.

**Q: Does Chakra have a partner program?**

Yes. Chakra offers an API Integration Partner Program designed for SaaS providers and technology partners. It enables you to onboard and manage clients, and embed WhatsApp Business Platform capabilities directly into your own applications.

**Q: Is Chakra Chat Available in My Country?**

Yes. Chakra is available globally, with over 2,000 businesses across 65+ countries already on the platform. Sign up from anywhere and set up your WhatsApp Business API account in minutes.

---

URL: https://chakrahq.com/product/chakra-chat/feature/chat-trigger-whatsapp-automations.md

# WhatsApp Chat Automations That Work for You


Set keyword triggers, conditional rules, and default scenarios to auto-assign, respond, and route every WhatsApp chat; no manual intervention needed.


[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## WhatsApp: The most engaging communication channel

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

## Smart Chat Automations Triggered Instantly

From keyword-based triggers to business hours rules, automate how every WhatsApp conversation is handled, assigned, and responded to — right inside Chakra

### Trigger Actions from Any Keyword

**Flexible Match Strategies** Choose how keywords are matched — exact, starts with, or contains — so your triggers fire precisely when intended, not on every message.

**Multiple Keywords, One Trigger** Add multiple OR-based keywords to a single trigger, so any one of them can activate the same automation without duplicate rules.

**Conditional Rule Filters** Stack additional conditions on top of keyword matches — filter by contact attributes, chat state, or custom fields for pinpoint accuracy.

**Powerful Trigger Actions** When a trigger fires, execute multiple actions in sequence — assign to a chatbot, route the chat, update a lead, or send a message automatically.

### Automate Every Default Chat Scenario

**New vs Existing Chats** Set different automation behaviour for first-time contacts versus returning customers — so each conversation gets the right response from the start.

**Business Hours Logic** Configure separate flows for within and outside business hours — auto-reply, assign to a bot, or set expectations when your team is unavailable.

**No-Keyword Fallback** Define what happens when no keyword is matched — never leave a chat unhandled due to a missing trigger rule.

**Always-On Coverage** Combine scenario automations to ensure every incoming chat — regardless of time, contact type, or message ; triggers the right next step.

### Flexible Chatbot and Custom Triggers

**Auto-Reply Chatbot Trigger** Automatically launch a chatbot the moment a chat comes in — ideal for instant qualification, FAQs, or lead capture without agent involvement.

**Custom Automation Rules** Build advanced trigger logic with full control over conditions and actions — design end-to-end chat automation tailored to your exact workflow.

**Manual Chatbot Trigger** Agents can manually trigger a chatbot from the chat inbox at any point in a conversation — handing off to automation exactly when it makes sense.

**Advanced Chatbot Settings** Use Start, STOP, Restart Chatbot actions using keywords. Add Chatbot time-based expiry automation with custom expiry message.

## Respond Faster, Route Smarter, Never Miss a Chat

### Always Instant Response

Every chat gets an immediate action — no queue, no wait. Triggers fire the moment a message arrives, enabling ~ zero response time

### No Misrouted Chats

Conditional rules and scenario logic ensure every conversation lands with the right agent, team, or bot — automatically

### Free Your Team Up

Automate the repetitive routing, replying, and assigning so agents focus only on conversations that need a human touch.

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

## Frequently Asked Questions

**Q: What is a WhatsApp chat trigger and how does it work?**

A chat trigger is a rule you set up once — when a customer sends a specific keyword or message, it automatically takes an action like sending a reply, starting a chatbot, or assigning the chat to the right team member. No manual effort needed every time.

**Q: Can I set up different automated responses for business hours and after hours?**

Yes. You can create separate automation flows for when your team is available and when they're not — so customers always get a relevant response, whether it's an instant reply during work hours or a "we'll get back to you" message at night.

**Q: What happens if a customer messages something that doesn't match any keyword?**

You can set a fallback automation that handles any message that doesn't match a trigger. This means no incoming chat ever goes unhandled, even if the customer's message doesn't contain a keyword you've defined.

**Q: Can I set different automations for first-time customers vs returning ones?**

Yes. You can configure separate trigger rules for new contacts and existing customers, so each group gets a response that makes sense for where they are in their journey with your business.

**Q: Can my team still take over a chat that's being handled by an automation?**

es. Agents can manually trigger or stop a chatbot from the inbox at any point. So if a customer needs a human, your team can step in and take over the conversation mid-flow without any disruption.

**Q: How do I get a whatsapp business API account?**

Chakra is an Official Meta Business Partner, which means you can apply for a WhatsApp Business API account directly through us - quickly and in just a few simple steps.

**Q: How do I set up and start using Chakra Whatsapp?**

Getting started is straightforward. Follow our step-by-step onboarding guide at help.chakrahq.com/chat/getting-started, which walks you through connecting your WhatsApp account, setting up chatbots, and configuring your shared inbox. Our support team is also available to help at any stage.

**Q: Does Chakra support the WhatsApp Coexistence feature?**

Yes. Chakra supports Coexistence, allowing you to register an existing WhatsApp Business phone number directly on the WhatsApp Business Platform - so you can use both the app and API side by side.

**Q: Can I customize the chatbots for my business needs?**

Yes. You can fully tailor chatbots to handle queries specific to your business - including automated responses, FAQs, and interactive conversation flows, so your customers get instant, relevant support around the clock.

**Q: How does broadcast messaging work?**

Send marketing messages, transactional updates, and authentication OTPs to thousands at once. Manage the full broadcast workflow in one place - from template creation and Meta approval, to audience segmentation, personalisation, and scheduling.

**Q: Does Chakra charge any markup on template message fees?**

No. Chakra applies zero markup on template messages. You pay only the prevailing WhatsApp Meta messaging rates for successfully delivered messages - nothing more.

**Q: Can I connect multiple numbers in Chakra Chat?**

Yes. Chakra's plans support multiple numbers: Starter (2 numbers), Growth (5 numbers), and Advanced (12 numbers). Need more? Additional numbers beyond 12 are available at $2.99/number.

**Q: Is Chakra Chat secure for handling customer data?**

Yes. Chakra includes verification OTPs and secure data handling practices to keep your customer information protected and all transactions safe.

**Q: Can I track the performance of my campaigns and interactions?**

Yes. Chakra's built-in analytics give you detailed insights into campaign performance, customer interactions, and engagement metrics - helping you make data-driven decisions and continuously improve your strategy.

**Q: How does abandoned cart recovery work?**

Chakra lets you automatically send personalized reminders to customers who left items in their cart without completing a purchase. These timely nudges help recover lost sales and improve your overall conversion rate.

**Q: Can I integrate the tool with other platforms and systems?**

Yes. Chakra integrates with a wide range of CRM systems, e-commerce platforms, and business tools - ensuring smooth data flow across your stack and streamlining day-to-day operations.

**Q: What customer support does Chakra offer?**

We provide comprehensive support including tickets, chat and a knowledge base with detailed guides and tutorials. Our team is always on hand to help you resolve issues and get the most out of the platform.

**Q: How does the shared inbox feature work?**

The shared inbox gives your entire team a single, unified space to view, respond to, and assign customer chats. This ensures no message gets missed, queries are handled promptly, and team collaboration stays seamless.

**Q: Can I use Chakra's API to send WhatsApp messages from my own application?**

Yes. Chakra provides robust REST APIs and webhooks that let you send template and session messages, create and manage templates programmatically, and track all incoming events in real time.

**Q: Does Chakra have a partner program?**

Yes. Chakra offers an API Integration Partner Program designed for SaaS providers and technology partners. It enables you to onboard and manage clients, and embed WhatsApp Business Platform capabilities directly into your own applications.

**Q: Is Chakra Chat Available in My Country?**

Yes. Chakra is available globally, with over 2,000 businesses across 65+ countries already on the platform. Sign up from anywhere and set up your WhatsApp Business API account in minutes.

---

URL: https://chakrahq.com/product/chakra-chat/feature/search-filter-whatsapp-chat-inbox.md

# Find, Filter, Organise WhatsApp Chats Instantly


Search chats by name or number in seconds. Filter, label, or sort your inbox your way. Save custom views for yourself, your team, or your role.



[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## WhatsApp: The most engaging communication channel

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

## One Unified WhatsApp Inbox, Totally Under Your Control

Chakra's Chat Inbox gives you powerful search, smart filters, custom labels, and saved spaces; so every conversation is easy to find, manage, and act on.

### Find Any Chat in Seconds

**Name & Number Search** Search your entire chat list by customer name or phone number - find any conversation in seconds, no scrolling required

**Smart Sort Options** Sort your inbox by last updated or last message timestamp to always surface the most urgent or recent conversations first

**Bulk Chat Actions** Select multiple chats at once to mark as read/unread, open, close, or delete, manage volume without the repetitive clicks

### Filter, Save, and Stay Focused

**Powerful Filter Attributes** Filter chats by inbound/outbound, unread, not replied, phone number, assigned agent, chat labels, and more to zero in on what matters.

**One-Click Saved Spaces** Save any filter combination as a Space for instant one-click access — no need to rebuild filters every time you log in

**Flexible Visibility Controls** Save Spaces for yourself, your team, or a specific role - each Space is visible only to the users it's shared with

**Always-On Context** Spaces keep agents focused on their relevant queue without distraction from conversations outside their scope

### Label Chats Your Way

**Custom Label Creation** Create chat labels using your own attributes — name them, define them, and apply them to any conversation in your inbox

**Custom Colour Coding** Assign unique colours to each label for instant visual recognition across your inbox at a glance

**Labels as Filters** Use chat labels as filter criteria to instantly pull up all conversations tagged under a specific label or workflow stage

## Spend Less Time Searching, More Time Closing.

### Full Inbox Control

Search, sort, and bulk-act on chats in seconds; so your team spends time on conversations, not hunting for them

### Built for Every Team

Saved Spaces with role-level visibility mean every agent, team lead, and manager sees exactly the queue that's relevant to them.

### Context at a Glance

Custom labels with colour coding give your inbox instant visual structure; making it easy to prioritise, triage, and track chats

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

## Frequently Asked Questions

**Q: How do I quickly find a specific customer's chat in a busy inbox?**

You can search by the customer's name or phone number and pull up their conversation instantly — no scrolling through hundreds of chats. You can also sort your inbox by most recent message or last updated to keep the most urgent chats at the top.

**Q: Can I filter my WhatsApp inbox to see only chats assigned to me?**

Yes. You can filter chats by assigned agent, so each team member only sees the conversations they're responsible for. You can also filter by unread, not replied, chat labels, inbound or outbound, and more.

**Q: What are Spaces and how do they help my team stay organised?**

Spaces let you save any filter combination as a shortcut — so instead of setting up the same filters every time you log in, you just click the saved Space and your inbox is instantly organised the way you need it. You can create Spaces for yourself, your whole team, or a specific role.

**Q: Can I add labels to WhatsApp chats to track where a customer is in the process?**

Yes. You can create your own custom labels — like "Follow Up", "Hot Lead", or "Pending Payment" — and apply them to any chat. Each label can have its own colour so your team can visually spot the right chats at a glance without reading every conversation.

**Q: Can I take action on multiple chats at once instead of one at a time?**

Yes. You can select multiple chats and bulk-action them — mark as read, open, close, or delete — all in one go. This is especially useful when your inbox gets busy and you need to clear or organise a large number of conversations quickly.

**Q: How do I get a whatsapp business API account?**

Chakra is an Official Meta Business Partner, which means you can apply for a WhatsApp Business API account directly through us - quickly and in just a few simple steps.

**Q: How do I set up and start using Chakra Whatsapp?**

Getting started is straightforward. Follow our step-by-step onboarding guide at help.chakrahq.com/chat/getting-started, which walks you through connecting your WhatsApp account, setting up chatbots, and configuring your shared inbox. Our support team is also available to help at any stage.

**Q: Does Chakra support the WhatsApp Coexistence feature?**

Yes. Chakra supports Coexistence, allowing you to register an existing WhatsApp Business phone number directly on the WhatsApp Business Platform - so you can use both the app and API side by side.

**Q: Can I customize the chatbots for my business needs?**

Yes. You can fully tailor chatbots to handle queries specific to your business - including automated responses, FAQs, and interactive conversation flows, so your customers get instant, relevant support around the clock.

**Q: How does broadcast messaging work?**

Send marketing messages, transactional updates, and authentication OTPs to thousands at once. Manage the full broadcast workflow in one place - from template creation and Meta approval, to audience segmentation, personalisation, and scheduling.

**Q: Does Chakra charge any markup on template message fees?**

No. Chakra applies zero markup on template messages. You pay only the prevailing WhatsApp Meta messaging rates for successfully delivered messages - nothing more.

**Q: Can I connect multiple numbers in Chakra Chat?**

Yes. Chakra's plans support multiple numbers: Starter (2 numbers), Growth (5 numbers), and Advanced (12 numbers). Need more? Additional numbers beyond 12 are available at $2.99/number.

**Q: Is Chakra Chat secure for handling customer data?**

Yes. Chakra includes verification OTPs and secure data handling practices to keep your customer information protected and all transactions safe.

**Q: Can I track the performance of my campaigns and interactions?**

Yes. Chakra's built-in analytics give you detailed insights into campaign performance, customer interactions, and engagement metrics - helping you make data-driven decisions and continuously improve your strategy.

**Q: How does abandoned cart recovery work?**

Chakra lets you automatically send personalized reminders to customers who left items in their cart without completing a purchase. These timely nudges help recover lost sales and improve your overall conversion rate.

**Q: Can I integrate the tool with other platforms and systems?**

Yes. Chakra integrates with a wide range of CRM systems, e-commerce platforms, and business tools - ensuring smooth data flow across your stack and streamlining day-to-day operations.

**Q: What customer support does Chakra offer?**

We provide comprehensive support including tickets, chat and a knowledge base with detailed guides and tutorials. Our team is always on hand to help you resolve issues and get the most out of the platform.

**Q: How does the shared inbox feature work?**

The shared inbox gives your entire team a single, unified space to view, respond to, and assign customer chats. This ensures no message gets missed, queries are handled promptly, and team collaboration stays seamless.

**Q: Can I use Chakra's API to send WhatsApp messages from my own application?**

Yes. Chakra provides robust REST APIs and webhooks that let you send template and session messages, create and manage templates programmatically, and track all incoming events in real time.

**Q: Does Chakra have a partner program?**

Yes. Chakra offers an API Integration Partner Program designed for SaaS providers and technology partners. It enables you to onboard and manage clients, and embed WhatsApp Business Platform capabilities directly into your own applications.

**Q: Is Chakra Chat Available in My Country?**

Yes. Chakra is available globally, with over 2,000 businesses across 65+ countries already on the platform. Sign up from anywhere and set up your WhatsApp Business API account in minutes.

---

URL: https://chakrahq.com/product/chakra-chat/feature/whatsapp-marketing-source-tracking.md

# Track Every WhatsApp Chat Back to Its Ad Source.


Track every inbound WhatsApp chat to its exact marketing source. Capture ad IDs, CTWA clicks, and campaign data automatically. Turn WhatsApp conversations into measurable marketing ROI.


[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## WhatsApp: The most engaging communication channel

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

## Capture, Attribute, and Optimise Every Conversation

Chakra automatically captures marketing source data - from Meta and TikTok ads to CTWA clicks, so every WhatsApp conversation is tied to the campaign that started it.

### Track Every Meta Ad Conversion

**FB & Instagram Ad Tracking** Automatically link incoming WhatsApp chats to the Meta ad that triggered them via webhook-based Ad details capture.

**CTWA Click Attribution** Capture Click-to-WhatsApp (CTWA) click data with full session details; including CTWA_clid, session ID, source URL, and source ID.

**Ad Post Source Details** View the exact Facebook ad post linked to each conversation, including source type, source URL, and campaign identifiers

**Zero Manual Tagging** Meta ad source is captured automatically through your existing webhooks; no extra configuration per campaign needed

### Attribute Chats to TikTok Ads

**Ad ID URL Capture** When a user lands on your page from a TikTok ad, the ad_id is extracted from the URL and stored as hidden data automatically

**WhatsApp Button Passthrough** When the user clicks your WhatsApp button, the ad_id is passed along — linking the TikTok ad directly to the chat session

**Simple One-Time Setup** Configure your tracking URL once in Chakra's WhatsApp link settings, generate a chat URL, and plug it into your TikTok ads

### Unified Chat Source Intelligence

**Unified Source Dashboard** Every inbound chat shows its marketing source — source type, source URL, source ID, session name, and session ID in one view

**Marketing Source ID Tagging** Each conversation is tagged with a unique Marketing Source ID for easy filtering, reporting, and CRM attribution

**Multi-Channel in One Place** Meta (FB & Instagram), TikTok, and other ad sources all captured and normalised under a single marketing source framework

**Session-Level Granularity** Beyond the ad, Chakra captures session-level data so you can trace not just the campaign but the exact click that started the conversation

## Stop Guessing. Start Attributing Every Rupee Spent

### Prove Campaign ROI

Link every WhatsApp lead and conversion directly to the ad that drove; justify spends and scale up

### Smarter Ad Optimisation

Use source-level data to identify your highest-converting campaigns, ad sets, and creatives; cut what's not working

### No Data Gaps

Automatic capture across Meta and TikTok means no leads fall through unattributed

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

## Frequently Asked Questions

**Q: How do I get a whatsapp business API account?**

Chakra is an Official Meta Business Partner, which means you can apply for a WhatsApp Business API account directly through us - quickly and in just a few simple steps.

**Q: How do I set up and start using Chakra Whatsapp?**

Getting started is straightforward. Follow our step-by-step onboarding guide at help.chakrahq.com/chat/getting-started, which walks you through connecting your WhatsApp account, setting up chatbots, and configuring your shared inbox. Our support team is also available to help at any stage.

**Q: Does Chakra support the WhatsApp Coexistence feature?**

Yes. Chakra supports Coexistence, allowing you to register an existing WhatsApp Business phone number directly on the WhatsApp Business Platform - so you can use both the app and API side by side.

**Q: Can I customize the chatbots for my business needs?**

Yes. You can fully tailor chatbots to handle queries specific to your business - including automated responses, FAQs, and interactive conversation flows, so your customers get instant, relevant support around the clock.

**Q: How does broadcast messaging work?**

Send marketing messages, transactional updates, and authentication OTPs to thousands at once. Manage the full broadcast workflow in one place - from template creation and Meta approval, to audience segmentation, personalisation, and scheduling.

**Q: Does Chakra charge any markup on template message fees?**

No. Chakra applies zero markup on template messages. You pay only the prevailing WhatsApp Meta messaging rates for successfully delivered messages - nothing more.

**Q: Can I connect multiple numbers in Chakra Chat?**

Yes. Chakra's plans support multiple numbers: Starter (2 numbers), Growth (5 numbers), and Advanced (12 numbers). Need more? Additional numbers beyond 12 are available at $2.99/number.

**Q: Is Chakra Chat secure for handling customer data?**

Yes. Chakra includes verification OTPs and secure data handling practices to keep your customer information protected and all transactions safe.

**Q: Can I track the performance of my campaigns and interactions?**

Yes. Chakra's built-in analytics give you detailed insights into campaign performance, customer interactions, and engagement metrics - helping you make data-driven decisions and continuously improve your strategy.

**Q: How does abandoned cart recovery work?**

Chakra lets you automatically send personalized reminders to customers who left items in their cart without completing a purchase. These timely nudges help recover lost sales and improve your overall conversion rate.

**Q: Can I integrate the tool with other platforms and systems?**

Yes. Chakra integrates with a wide range of CRM systems, e-commerce platforms, and business tools - ensuring smooth data flow across your stack and streamlining day-to-day operations.

**Q: What customer support does Chakra offer?**

We provide comprehensive support including tickets, chat and a knowledge base with detailed guides and tutorials. Our team is always on hand to help you resolve issues and get the most out of the platform.

**Q: How does the shared inbox feature work?**

The shared inbox gives your entire team a single, unified space to view, respond to, and assign customer chats. This ensures no message gets missed, queries are handled promptly, and team collaboration stays seamless.

**Q: Can I use Chakra's API to send WhatsApp messages from my own application?**

Yes. Chakra provides robust REST APIs and webhooks that let you send template and session messages, create and manage templates programmatically, and track all incoming events in real time.

**Q: Does Chakra have a partner program?**

Yes. Chakra offers an API Integration Partner Program designed for SaaS providers and technology partners. It enables you to onboard and manage clients, and embed WhatsApp Business Platform capabilities directly into your own applications.

**Q: Is Chakra Chat Available in My Country?**

Yes. Chakra is available globally, with over 2,000 businesses across 65+ countries already on the platform. Sign up from anywhere and set up your WhatsApp Business API account in minutes.

---

URL: https://chakrahq.com/product/chakra-chat/feature/ecommerce-product-catalog.md

# Connect Your Store. Sell on WhatsApp. Effortlessly.


Connect Shopify, WooCommerce, or Wix to WhatsApp. Send real-time order updates and share your product catalog. Close sales and confirm orders - all inside a single chat.


[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## WhatsApp: The most engaging communication channel

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

## Your Store, Fully Connected to Chat

From order creation to refund confirmations, Chakra bridges your eCommerce backend with WhatsApp - giving customers timely, personalised updates automatically.


### Seamless Store Setup

**Quick Plugin Install** Install the Chakra Plugin on Shopify, WooCommerce, or Wix directly from your store's app marketplace

**Webhook Configuration** Configure Chakra webhooks inside your store to route order events to WhatsApp automatically

**Zero Code Setup** Zero custom code needed — Chakra handles authentication and webhook registration end-to-end

### Order Alerts

**End-to-End Order Events** Trigger personalised WhatsApp messages for every order event - creation, update, fulfilment, shipping, cancellation, and refund

**Dynamic Personalisation** Use dynamic templates to include customer names, order numbers, and live product images pulled directly from your store

**Proactive Customer Updates** Proactively keep customers informed at every stage, reducing inbound support queries

**Custom Order Data Fields** Personalise messages with any field from your Shopify account or order data

### Catalog & Commerce

**Facebook Catalog Connect** Connect your Facebook Catalog to Chakra and share browsable product cards directly inside WhatsApp chats

**AI-Powered Recommendations** Build a Chakra AI Commerce Bot powered by your catalog to recommend products and handle customer queries conversationally

**Complete In-Chat Checkout** Complete the full cart → order → payment → confirmation flow without the customer ever leaving WhatsApp

## Drive Conversational Revenue While You Sleep

###  Instant, Automated Notifications

Webhooks fire order updates automatically - no manual sends, no missed touchpoints, no customers left wondering where their order is

### Conversational Commerce

Let customers browse, add to cart, pay, and receive confirmation entirely inside WhatsApp - no app switching, no drop-off

### Hyper-Personalised Outreach

Templates pulling real names, product images, and live order data from your store make every automated message feel individually crafted

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

## Frequently Asked Questions

**Q: Which eCommerce platforms can I connect to WhatsApp using Chakra?**

You can connect Shopify, WooCommerce, and Wix directly to Chakra. The setup is done through a plugin available on each platform's app marketplace — no custom code or developer needed.

**Q: What order updates will my customers automatically receive on WhatsApp?**

Customers get a WhatsApp message for every key order event — when an order is placed, updated, shipped, fulfilled, cancelled, or refunded. Each message is personalised with the customer's name, order number, and product images pulled directly from your store.

**Q: Can customers browse my products and place an order entirely inside WhatsApp?**

Yes. By connecting your Facebook Catalog to Chakra, customers can browse product cards, add items to cart, make payment, and receive an order confirmation — all without leaving the WhatsApp chat. No app switching, no drop-off.

**Q: Can an AI bot help customers find products through WhatsApp?**

Yes. Chakra lets you set up an AI Commerce Bot powered by your product catalog. It can answer customer questions about products and make personalised recommendations conversationally, working like a shopping assistant inside WhatsApp.

**Q: Do I need a developer to set up the WhatsApp eCommerce integration?**

No. The setup is entirely no-code — you install the Chakra plugin from your store's marketplace and configure webhooks through a simple settings page. Chakra handles authentication and the connection automatically in the background.

**Q: How do I get a whatsapp business API account?**

Chakra is an Official Meta Business Partner, which means you can apply for a WhatsApp Business API account directly through us - quickly and in just a few simple steps.

**Q: How do I set up and start using Chakra Whatsapp?**

Getting started is straightforward. Follow our step-by-step onboarding guide at help.chakrahq.com/chat/getting-started, which walks you through connecting your WhatsApp account, setting up chatbots, and configuring your shared inbox. Our support team is also available to help at any stage.

**Q: Does Chakra support the WhatsApp Coexistence feature?**

Yes. Chakra supports Coexistence, allowing you to register an existing WhatsApp Business phone number directly on the WhatsApp Business Platform - so you can use both the app and API side by side.

**Q: Can I customize the chatbots for my business needs?**

Yes. You can fully tailor chatbots to handle queries specific to your business - including automated responses, FAQs, and interactive conversation flows, so your customers get instant, relevant support around the clock.

**Q: How does broadcast messaging work?**

Send marketing messages, transactional updates, and authentication OTPs to thousands at once. Manage the full broadcast workflow in one place - from template creation and Meta approval, to audience segmentation, personalisation, and scheduling.

**Q: Does Chakra charge any markup on template message fees?**

No. Chakra applies zero markup on template messages. You pay only the prevailing WhatsApp Meta messaging rates for successfully delivered messages - nothing more.

**Q: Can I connect multiple numbers in Chakra Chat?**

Yes. Chakra's plans support multiple numbers: Starter (2 numbers), Growth (5 numbers), and Advanced (12 numbers). Need more? Additional numbers beyond 12 are available at $2.99/number.

**Q: Is Chakra Chat secure for handling customer data?**

Yes. Chakra includes verification OTPs and secure data handling practices to keep your customer information protected and all transactions safe.

**Q: Can I track the performance of my campaigns and interactions?**

Yes. Chakra's built-in analytics give you detailed insights into campaign performance, customer interactions, and engagement metrics - helping you make data-driven decisions and continuously improve your strategy.

**Q: How does abandoned cart recovery work?**

Chakra lets you automatically send personalized reminders to customers who left items in their cart without completing a purchase. These timely nudges help recover lost sales and improve your overall conversion rate.

**Q: Can I integrate the tool with other platforms and systems?**

Yes. Chakra integrates with a wide range of CRM systems, e-commerce platforms, and business tools - ensuring smooth data flow across your stack and streamlining day-to-day operations.

**Q: What customer support does Chakra offer?**

We provide comprehensive support including tickets, chat and a knowledge base with detailed guides and tutorials. Our team is always on hand to help you resolve issues and get the most out of the platform.

**Q: How does the shared inbox feature work?**

The shared inbox gives your entire team a single, unified space to view, respond to, and assign customer chats. This ensures no message gets missed, queries are handled promptly, and team collaboration stays seamless.

**Q: Can I use Chakra's API to send WhatsApp messages from my own application?**

Yes. Chakra provides robust REST APIs and webhooks that let you send template and session messages, create and manage templates programmatically, and track all incoming events in real time.

**Q: Does Chakra have a partner program?**

Yes. Chakra offers an API Integration Partner Program designed for SaaS providers and technology partners. It enables you to onboard and manage clients, and embed WhatsApp Business Platform capabilities directly into your own applications.

**Q: Is Chakra Chat Available in My Country?**

Yes. Chakra is available globally, with over 2,000 businesses across 65+ countries already on the platform. Sign up from anywhere and set up your WhatsApp Business API account in minutes.

---

URL: https://chakrahq.com/product/chakra-chat/feature/chat-assignment-allocation.md

# Every WhatsApp Chat, Routed Right. Automatically


Stop guessing who should handle what. Chakra's assignment rules automatically route every chat to the right agent; no manual sorting, no missed conversations.


[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## WhatsApp: The most engaging communication channel

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

## Auto-Assignment Built for WhatsApp Teams

Powerful assignment rules, zero manual effort. Configure once and let Chakra handle every incoming chat - by role, availability, or lead ownership.

### Manual & Rule-Based Assignment

**Manual Assignment** Admins and managers can assign any chat to a specific agent directly from the chat window; ideal for priority conversations or escalations

**Role-Based Routing** Assign chats to users belonging to specific roles - or open allocation across all users in a configured role for broader coverage

**Inbound & Outbound Rules** Customise assignment logic separately for inbound and outbound chats - ensuring every conversation type is handled by the right team

### Automated Chat Assignment 

**Round Robin Assignment** Distribute incoming chats evenly across available agents - balancing workload automatically without manual intervention.

**Availability-Based Routing** Chats are only assigned to agents who are currently available; no conversations land with offline or busy team members

**Lead-Linked Assignment** Automatically assign chats to the same agent who owns the linked lead - keeping every customer relationship consistent and continuous

## When the Right Chat Reaches the Right Person

### Faster First Response

Every chat reaches the right agent instantly; no wait times, no customers chasing follow-ups.

### Balanced Team Workload

Chats distribute evenly across your team; no agent overwhelmed, no conversation ignored

### Consistent Customer Experience

Same agent, every time - customers never have to repeat themselves

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

## Frequently Asked Questions

**Q: Can incoming WhatsApp chats be assigned to agents automatically?**

Yes. You can set up assignment rules that automatically route every incoming chat to the right agent the moment it arrives — based on role, availability, or who owns the customer relationship. No manual sorting needed.

**Q: What is round robin assignment and how does it work?**

ound robin evenly distributes incoming chats across your available agents one by one — so no single agent gets overwhelmed while others sit idle. It balances the workload automatically without anyone having to manually divide conversations.

**Q: Will a chat get assigned to an agent who is offline or unavailable?**

No. Chakra only routes chats to agents who are currently available. If an agent is offline or busy, the chat will be assigned to someone else — so customers are never waiting on someone who can't respond.

**Q: Can a returning customer always be connected to the same agent they spoke to before?**

Yes. With lead-linked assignment, Chakra automatically routes a customer's chat to the agent who already owns that lead. This means customers don't have to repeat themselves and the agent already has the full context of the relationship.

**Q: Can a manager manually reassign a chat to a different agent?**

Yes. Admins and managers can manually reassign any chat to a specific agent directly from the chat window at any time — useful for priority conversations, escalations, or when the originally assigned agent is unavailable.

**Q: How do I get a whatsapp business API account?**

Chakra is an Official Meta Business Partner, which means you can apply for a WhatsApp Business API account directly through us - quickly and in just a few simple steps.

**Q: How do I set up and start using Chakra Whatsapp?**

Getting started is straightforward. Follow our step-by-step onboarding guide at help.chakrahq.com/chat/getting-started, which walks you through connecting your WhatsApp account, setting up chatbots, and configuring your shared inbox. Our support team is also available to help at any stage.

**Q: Does Chakra support the WhatsApp Coexistence feature?**

Yes. Chakra supports Coexistence, allowing you to register an existing WhatsApp Business phone number directly on the WhatsApp Business Platform - so you can use both the app and API side by side.

**Q: Can I customize the chatbots for my business needs?**

Yes. You can fully tailor chatbots to handle queries specific to your business - including automated responses, FAQs, and interactive conversation flows, so your customers get instant, relevant support around the clock.

**Q: How does broadcast messaging work?**

Send marketing messages, transactional updates, and authentication OTPs to thousands at once. Manage the full broadcast workflow in one place - from template creation and Meta approval, to audience segmentation, personalisation, and scheduling.

**Q: Does Chakra charge any markup on template message fees?**

No. Chakra applies zero markup on template messages. You pay only the prevailing WhatsApp Meta messaging rates for successfully delivered messages - nothing more.

**Q: Can I connect multiple numbers in Chakra Chat?**

Yes. Chakra's plans support multiple numbers: Starter (2 numbers), Growth (5 numbers), and Advanced (12 numbers). Need more? Additional numbers beyond 12 are available at $2.99/number.

**Q: Is Chakra Chat secure for handling customer data?**

Yes. Chakra includes verification OTPs and secure data handling practices to keep your customer information protected and all transactions safe.

**Q: Can I track the performance of my campaigns and interactions?**

Yes. Chakra's built-in analytics give you detailed insights into campaign performance, customer interactions, and engagement metrics - helping you make data-driven decisions and continuously improve your strategy.

**Q: How does abandoned cart recovery work?**

Chakra lets you automatically send personalized reminders to customers who left items in their cart without completing a purchase. These timely nudges help recover lost sales and improve your overall conversion rate.

**Q: Can I integrate the tool with other platforms and systems?**

Yes. Chakra integrates with a wide range of CRM systems, e-commerce platforms, and business tools - ensuring smooth data flow across your stack and streamlining day-to-day operations.

**Q: What customer support does Chakra offer?**

We provide comprehensive support including tickets, chat and a knowledge base with detailed guides and tutorials. Our team is always on hand to help you resolve issues and get the most out of the platform.

**Q: How does the shared inbox feature work?**

The shared inbox gives your entire team a single, unified space to view, respond to, and assign customer chats. This ensures no message gets missed, queries are handled promptly, and team collaboration stays seamless.

**Q: Can I use Chakra's API to send WhatsApp messages from my own application?**

Yes. Chakra provides robust REST APIs and webhooks that let you send template and session messages, create and manage templates programmatically, and track all incoming events in real time.

**Q: Does Chakra have a partner program?**

Yes. Chakra offers an API Integration Partner Program designed for SaaS providers and technology partners. It enables you to onboard and manage clients, and embed WhatsApp Business Platform capabilities directly into your own applications.

**Q: Is Chakra Chat Available in My Country?**

Yes. Chakra is available globally, with over 2,000 businesses across 65+ countries already on the platform. Sign up from anywhere and set up your WhatsApp Business API account in minutes.

---

URL: https://chakrahq.com/product/chakra-chat/feature/data-security-compliance.md

# Keep Every WhatsApp Interaction Secure and Fully Compliant


WhatsApp handles some of your most sensitive customer conversations. Chakra protects every one with enterprise-grade encryption, global regulatory compliance, and full audit trails built into every layer of your workspace.


[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## WhatsApp: The most engaging communication channel

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

## Enterprise Security and Compliance Built Into Every Layer

Chakra meets the strictest global data protection standards; GDPR, DPDP, ANDP, DP Law 27 and others with encryption, role-based access, audit logs, and automated backups built in. Security and compliance, without the complexity.

### Compliance & Data Agreements

**GDPR & Global Compliance:** Fully compliant with GDPR, DPDP, ANDP, and DP Law 27 — covering data protection regulations across key global markets

**Data Processing Agreements** Formal DPA agreements available to meet enterprise and regulatory requirements for data handling and processing

**Privacy by Design** Data handling practices built around compliance from the ground up, not bolted on as an afterthought

### Access Control & Security

**Role-Based Access** Assign permissions by user role - agents, managers, and admins each see only what's relevant to them.

**User Activity Logs** Every action taken inside Chakra is logged with timestamps and full visibility into who did what and when.

**Audit Trails** Complete audit logs across your workspace give compliance and security teams the evidence trail they need

### Data Protection & Recovery

**Data Encryption** All data encrypted in transit and at rest; ensuring customer information stays protected at every layer.

**Automated Backups** Regular automated backups ensure your data is always recoverable; no manual intervention required

**Backup & Recovery** Fast data restoration processes minimise downtime and ensure business continuity in any scenario

## Data Protection Your Customers Can Count On

### Build Customer Trust

Customers share sensitive data over WhatsApp; enterprise-grade security ensures every interaction stays protected

### Stay Audit Ready

Full activity logs, audit trails, and DPA agreements mean your business is always ready for compliance reviews; no scrambling required

### Reduce Business Risk

Global regulatory compliance with GDPR, DPDP, etc. protects your business from costly data breaches and compliance penalties.

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

## Frequently Asked Questions

**Q: Is customer data shared over WhatsApp kept secure in Chakra?**

Yes. All data is encrypted both while it's being sent and while it's stored — so customer information is protected at every point, whether it's moving between systems or sitting in the database.

**Q: Is Chakra compliant with data protection laws like GDPR?**

Yes. Chakra is compliant with GDPR and other major data protection regulations including India's DPDP, ANDP, and DP Law 27 — covering businesses operating across key global markets. Formal Data Processing Agreements (DPAs) are also available for businesses that need them.

**Q:  Can I control what each team member is allowed to see and do in Chakra?**

Yes. Chakra uses role-based access control, meaning agents, managers, and admins each only have access to the parts of the platform relevant to their role. This prevents unauthorised access to sensitive customer conversations or data.

**Q: Can I see a log of everything my team has done inside Chakra?**

Yes. Every action taken inside Chakra — by any team member — is logged with a timestamp showing who did what and when. These audit trails make it straightforward to review activity for compliance checks or internal investigations.

**Q: What happens to my data if something goes wrong — is there a backup?**

Yes. Chakra runs automated backups regularly so your data is always recoverable without any manual effort. If something does go wrong, fast data restoration processes are in place to get your business back up and running with minimal downtime.

**Q: How do I get a whatsapp business API account?**

Chakra is an Official Meta Business Partner, which means you can apply for a WhatsApp Business API account directly through us - quickly and in just a few simple steps.

**Q: How do I set up and start using Chakra Whatsapp?**

Getting started is straightforward. Follow our step-by-step onboarding guide at help.chakrahq.com/chat/getting-started, which walks you through connecting your WhatsApp account, setting up chatbots, and configuring your shared inbox. Our support team is also available to help at any stage.

**Q: Does Chakra support the WhatsApp Coexistence feature?**

Yes. Chakra supports Coexistence, allowing you to register an existing WhatsApp Business phone number directly on the WhatsApp Business Platform - so you can use both the app and API side by side.

**Q: Can I customize the chatbots for my business needs?**

Yes. You can fully tailor chatbots to handle queries specific to your business - including automated responses, FAQs, and interactive conversation flows, so your customers get instant, relevant support around the clock.

**Q: How does broadcast messaging work?**

Send marketing messages, transactional updates, and authentication OTPs to thousands at once. Manage the full broadcast workflow in one place - from template creation and Meta approval, to audience segmentation, personalisation, and scheduling.

**Q: Does Chakra charge any markup on template message fees?**

No. Chakra applies zero markup on template messages. You pay only the prevailing WhatsApp Meta messaging rates for successfully delivered messages - nothing more.

**Q: Can I connect multiple numbers in Chakra Chat?**

Yes. Chakra's plans support multiple numbers: Starter (2 numbers), Growth (5 numbers), and Advanced (12 numbers). Need more? Additional numbers beyond 12 are available at $2.99/number.

**Q: Is Chakra Chat secure for handling customer data?**

Yes. Chakra includes verification OTPs and secure data handling practices to keep your customer information protected and all transactions safe.

**Q: Can I track the performance of my campaigns and interactions?**

Yes. Chakra's built-in analytics give you detailed insights into campaign performance, customer interactions, and engagement metrics - helping you make data-driven decisions and continuously improve your strategy.

**Q: How does abandoned cart recovery work?**

Chakra lets you automatically send personalized reminders to customers who left items in their cart without completing a purchase. These timely nudges help recover lost sales and improve your overall conversion rate.

**Q: Can I integrate the tool with other platforms and systems?**

Yes. Chakra integrates with a wide range of CRM systems, e-commerce platforms, and business tools - ensuring smooth data flow across your stack and streamlining day-to-day operations.

**Q: What customer support does Chakra offer?**

We provide comprehensive support including tickets, chat and a knowledge base with detailed guides and tutorials. Our team is always on hand to help you resolve issues and get the most out of the platform.

**Q: How does the shared inbox feature work?**

The shared inbox gives your entire team a single, unified space to view, respond to, and assign customer chats. This ensures no message gets missed, queries are handled promptly, and team collaboration stays seamless.

**Q: Can I use Chakra's API to send WhatsApp messages from my own application?**

Yes. Chakra provides robust REST APIs and webhooks that let you send template and session messages, create and manage templates programmatically, and track all incoming events in real time.

**Q: Does Chakra have a partner program?**

Yes. Chakra offers an API Integration Partner Program designed for SaaS providers and technology partners. It enables you to onboard and manage clients, and embed WhatsApp Business Platform capabilities directly into your own applications.

**Q: Is Chakra Chat Available in My Country?**

Yes. Chakra is available globally, with over 2,000 businesses across 65+ countries already on the platform. Sign up from anywhere and set up your WhatsApp Business API account in minutes.

---

URL: https://chakrahq.com/product/chakra-chat/feature/chakra-platform-whatsapp-api.md

# The WhatsApp API Built for Developers Who Move Fast


Clean endpoints. Clear documentation. Reliable infrastructure. Everything developers need to integrate WhatsApp and build at scale - without the usual friction.


[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## WhatsApp: The most engaging communication channel

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

## Everything you need for this feature

Integrate WhatsApp without the complexity. Clean endpoints, comprehensive documentation, and reliable infrastructure - built for developers who move fast.

### Developer-Friendly Integration

**Clean Endpoints** Straightforward WhatsApp Business API with intuitive endpoints and no unnecessary abstractions - get started in minutes.

**Clear Documentation:** Comprehensive docs with code snippets, request/response examples, and step-by-step tutorials for every API call and webhook.

**Transparent Pricing** No hidden fees, no surprises - simple, predictable pricing as you scale.

### Reliable, High-Volume Infrastructure

**99.9% Uptime** Enterprise-grade servers optimised for real-time message delivery and webhook performance - always on, always fast.

**Custom Webhooks** Configure webhooks for message receipts, deliveries, read status, and inbound queries to keep your backend in perfect sync.

**No Message Loss** Built-in rate limit handling and retry logic ensure every message is delivered even during peak traffic.

### Full-Featured Messaging API

**Rich Messaging** Send interactive messages, rich media, and pre-approved templates with a single, consistent API call.

**Secure & Compliant** Full adherence to WhatsApp Business API standards keeps every integration secure and compliant by default

**Built-in Analytics** Track delivery rates, read rates, and engagement without needing a separate analytics stack

## Why Businesses Build on Chakra's WhatsApp API

### Automate Customer Notifications

Trigger real-time WhatsApp messages from any system - order updates, reminders, and confirmations, without manual effort.

### Connect Your Tech Stack

Integrate WhatsApp directly into your CRM, helpdesk, or e-commerce platform - no workflow rebuilding required.

### Build Conversational Experiences

Power chatbots, AI agents, and interactive flows inside your own product using Chakra's API as the messaging backbone.

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

## Frequently Asked Questions

**Q: What can I build using the Chakra WhatsApp API?**

You can use the API to send automated notifications like order updates and reminders, integrate WhatsApp into your CRM or helpdesk, build chatbots and AI agents, and trigger real-time messages from any system — all using WhatsApp as the messaging channel.

**Q: How reliable is the API — will messages get dropped during high traffic?**

The infrastructure is built for high-volume delivery with 99.9% uptime. It includes built-in rate limit handling and automatic retry logic, so messages are delivered even during peak traffic without any manual intervention.

**Q: How do I get notified when a customer replies or reads a message?**

You can set up webhooks to receive real-time notifications for message delivery, read receipts, and inbound customer replies. This keeps your backend system automatically in sync without having to poll for updates.

**Q: Is the API documentation easy to follow for developers?**

Yes. The docs include code snippets, request and response examples, and step-by-step guides for every API call and webhook — so developers can get up and running quickly without having to figure things out from scratch.

**Q: Can I track how my WhatsApp messages are performing through the API?**

Yes. Built-in analytics let you track delivery rates, read rates, and engagement directly — so you don't need to set up a separate analytics tool to understand how your messages are performing.

**Q: How do I get a whatsapp business API account?**

Chakra is an Official Meta Business Partner, which means you can apply for a WhatsApp Business API account directly through us - quickly and in just a few simple steps.

**Q: How do I set up and start using Chakra Whatsapp?**

Getting started is straightforward. Follow our step-by-step onboarding guide at help.chakrahq.com/chat/getting-started, which walks you through connecting your WhatsApp account, setting up chatbots, and configuring your shared inbox. Our support team is also available to help at any stage.

**Q: Does Chakra support the WhatsApp Coexistence feature?**

Yes. Chakra supports Coexistence, allowing you to register an existing WhatsApp Business phone number directly on the WhatsApp Business Platform - so you can use both the app and API side by side.

**Q: Can I customize the chatbots for my business needs?**

Yes. You can fully tailor chatbots to handle queries specific to your business - including automated responses, FAQs, and interactive conversation flows, so your customers get instant, relevant support around the clock.

**Q: How does broadcast messaging work?**

Send marketing messages, transactional updates, and authentication OTPs to thousands at once. Manage the full broadcast workflow in one place - from template creation and Meta approval, to audience segmentation, personalisation, and scheduling.

**Q: Does Chakra charge any markup on template message fees?**

No. Chakra applies zero markup on template messages. You pay only the prevailing WhatsApp Meta messaging rates for successfully delivered messages - nothing more.

**Q: Can I connect multiple numbers in Chakra Chat?**

Yes. Chakra's plans support multiple numbers: Starter (2 numbers), Growth (5 numbers), and Advanced (12 numbers). Need more? Additional numbers beyond 12 are available at $2.99/number.

**Q: Is Chakra Chat secure for handling customer data?**

Yes. Chakra includes verification OTPs and secure data handling practices to keep your customer information protected and all transactions safe.

**Q: Can I track the performance of my campaigns and interactions?**

Yes. Chakra's built-in analytics give you detailed insights into campaign performance, customer interactions, and engagement metrics - helping you make data-driven decisions and continuously improve your strategy.

**Q: How does abandoned cart recovery work?**

Chakra lets you automatically send personalized reminders to customers who left items in their cart without completing a purchase. These timely nudges help recover lost sales and improve your overall conversion rate.

**Q: Can I integrate the tool with other platforms and systems?**

Yes. Chakra integrates with a wide range of CRM systems, e-commerce platforms, and business tools - ensuring smooth data flow across your stack and streamlining day-to-day operations.

**Q: What customer support does Chakra offer?**

We provide comprehensive support including tickets, chat and a knowledge base with detailed guides and tutorials. Our team is always on hand to help you resolve issues and get the most out of the platform.

**Q: How does the shared inbox feature work?**

The shared inbox gives your entire team a single, unified space to view, respond to, and assign customer chats. This ensures no message gets missed, queries are handled promptly, and team collaboration stays seamless.

**Q: Can I use Chakra's API to send WhatsApp messages from my own application?**

Yes. Chakra provides robust REST APIs and webhooks that let you send template and session messages, create and manage templates programmatically, and track all incoming events in real time.

**Q: Does Chakra have a partner program?**

Yes. Chakra offers an API Integration Partner Program designed for SaaS providers and technology partners. It enables you to onboard and manage clients, and embed WhatsApp Business Platform capabilities directly into your own applications.

**Q: Is Chakra Chat Available in My Country?**

Yes. Chakra is available globally, with over 2,000 businesses across 65+ countries already on the platform. Sign up from anywhere and set up your WhatsApp Business API account in minutes.

---

URL: https://chakrahq.com/product/chakra-chat/feature/chat-leads.md

# Capture, Manage, and Convert Every WhatsApp Lead Effortlessly


Chakra Chat turns every WhatsApp conversation into a defined lead. Full pipeline visibility, custom fields, and bulk actions - all built in, without ever leaving WhatsApp.


[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## WhatsApp: The most engaging communication channel

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

## Your WhatsApp Conversations, Turned Into Qualified Leads

Every WhatsApp conversation is a potential lead. Capture, track, and manage your entire pipeline without ever leaving the chat - no extra tools, no manual entry, no missed opportunities.

### Effortless Lead Capture

**Auto-Capture from Chat** Create leads instantly from incoming messages with contact details pre-filled and ready to action

**Multi-Source Integration** Pull in leads from Facebook, Instagram, Google Ad forms, and website forms directly into your pipeline

**Bulk CSV Upload** Manually create leads one at a time or upload hundreds in a single CSV import.

### Full Lead Context

**One-Click Lead Access** Switch between chat and full lead profile - with notes, history, and custom fields — instantly and back

**Edit on the Go** Update lead fields, sales stage, assignee, and status directly from the lead detail page in real time.

**Complete Activity Log** Track every interaction, update, and touchpoint with a full lead history timeline.

### Pipeline Control & Organisation

**Flexible Views** Switch between List and Kanban views and use custom fields to capture exactly what matters for your pipeline.

**Smart Search & Filters** Cut through the noise with filters, full-text search, and saved filters to find any lead instantly.

**Bulk Actions** Add to campaigns, reassign, update stages, or delete leads in bulk - and download your full list for reporting.

## Capture, Track, and Convert Leads Without Leaving WhatsApp

From first message to closed deal, manage your entire lead pipeline inside WhatsApp. No juggling tools, no manual entry, no missed follow-ups.

## Stop Losing Leads in WhatsApp Conversations

### Key Feature 1

Every WhatsApp conversation is automatically captured as a lead — no manual entry, no missed opportunities.

### Full Pipeline Visibility

See every lead, its stage, and owner in one place — so your team always knows what to action next.

### Close Deals Faster

Lead context, chat history, and update tools in one place — less switching, more closing.

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

## Frequently Asked Questions

**Q: Do I have to manually create a lead every time someone messages on WhatsApp?**

No. Chakra automatically captures incoming WhatsApp conversations as leads with contact details pre-filled — so your team can start actioning them right away without any manual data entry.

**Q: Can I bring in leads from sources other than WhatsApp?**

Yes. Leads from Facebook, Instagram, Google Ad forms, and website forms can all flow directly into your Chakra pipeline. You can also bulk upload existing leads via a CSV file if you're migrating from another tool.

**Q: Can I see the full chat history of a lead without switching between screens?**

es. From any lead's profile page you can see their complete activity log, notes, custom fields, and chat history all in one place — and jump back into the WhatsApp conversation with a single click, without losing context.

**Q: Can I view my leads as a pipeline rather than just a list?**

Yes. Chakra supports both a List view and a Kanban board view so you can see every lead by stage — making it easy to spot where deals are in the pipeline and what needs attention next.

**Q: Can I update or action multiple leads at the same time?**

Yes. Bulk actions let you reassign leads, update their stage, add them to a broadcast campaign, or delete them — all in one go. You can also download your full lead list for reporting or sharing with your team.

**Q: How do I get a whatsapp business API account?**

Chakra is an Official Meta Business Partner, which means you can apply for a WhatsApp Business API account directly through us - quickly and in just a few simple steps.

**Q: How do I set up and start using Chakra Whatsapp?**

Getting started is straightforward. Follow our step-by-step onboarding guide at help.chakrahq.com/chat/getting-started, which walks you through connecting your WhatsApp account, setting up chatbots, and configuring your shared inbox. Our support team is also available to help at any stage.

**Q: Does Chakra support the WhatsApp Coexistence feature?**

Yes. Chakra supports Coexistence, allowing you to register an existing WhatsApp Business phone number directly on the WhatsApp Business Platform - so you can use both the app and API side by side.

**Q: Can I customize the chatbots for my business needs?**

Yes. You can fully tailor chatbots to handle queries specific to your business - including automated responses, FAQs, and interactive conversation flows, so your customers get instant, relevant support around the clock.

**Q: How does broadcast messaging work?**

Send marketing messages, transactional updates, and authentication OTPs to thousands at once. Manage the full broadcast workflow in one place - from template creation and Meta approval, to audience segmentation, personalisation, and scheduling.

**Q: Does Chakra charge any markup on template message fees?**

No. Chakra applies zero markup on template messages. You pay only the prevailing WhatsApp Meta messaging rates for successfully delivered messages - nothing more.

**Q: Can I connect multiple numbers in Chakra Chat?**

Yes. Chakra's plans support multiple numbers: Starter (2 numbers), Growth (5 numbers), and Advanced (12 numbers). Need more? Additional numbers beyond 12 are available at $2.99/number.

**Q: Is Chakra Chat secure for handling customer data?**

Yes. Chakra includes verification OTPs and secure data handling practices to keep your customer information protected and all transactions safe.

**Q: Can I track the performance of my campaigns and interactions?**

Yes. Chakra's built-in analytics give you detailed insights into campaign performance, customer interactions, and engagement metrics - helping you make data-driven decisions and continuously improve your strategy.

**Q: How does abandoned cart recovery work?**

Chakra lets you automatically send personalized reminders to customers who left items in their cart without completing a purchase. These timely nudges help recover lost sales and improve your overall conversion rate.

**Q: Can I integrate the tool with other platforms and systems?**

Yes. Chakra integrates with a wide range of CRM systems, e-commerce platforms, and business tools - ensuring smooth data flow across your stack and streamlining day-to-day operations.

**Q: What customer support does Chakra offer?**

We provide comprehensive support including tickets, chat and a knowledge base with detailed guides and tutorials. Our team is always on hand to help you resolve issues and get the most out of the platform.

**Q: How does the shared inbox feature work?**

The shared inbox gives your entire team a single, unified space to view, respond to, and assign customer chats. This ensures no message gets missed, queries are handled promptly, and team collaboration stays seamless.

**Q: Can I use Chakra's API to send WhatsApp messages from my own application?**

Yes. Chakra provides robust REST APIs and webhooks that let you send template and session messages, create and manage templates programmatically, and track all incoming events in real time.

**Q: Does Chakra have a partner program?**

Yes. Chakra offers an API Integration Partner Program designed for SaaS providers and technology partners. It enables you to onboard and manage clients, and embed WhatsApp Business Platform capabilities directly into your own applications.

**Q: Is Chakra Chat Available in My Country?**

Yes. Chakra is available globally, with over 2,000 businesses across 65+ countries already on the platform. Sign up from anywhere and set up your WhatsApp Business API account in minutes.

---

URL: https://chakrahq.com/product/chakra-chat/feature/coexistence.md

# Use WhatsApp Business App and API at the Same Time


Same WhatsApp phone number. Same contacts. Same chat history - now with the full power of the WhatsApp API layered on top. Coexistence lets you scale without leaving the WhatsApp Business App behind.


[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## WhatsApp: The most engaging communication channel

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

Send rich and engaging message formats on WhatsApp - photos, rich text, videos, documents, forms, e-commerce products & a lot more. Try them out below!

## One Number, Two Platforms, Zero Compromise on Features

Keep using the WhatsApp Business App while unlocking the full power of the API. Same number, same contacts - now with broadcasts, chatbots, AI assistance, and CRM integrations built on top.

### Seamless Dual-Platform Access

**Retain WhatsApp Business Number** Keep your current business number active on both WhatsApp Business App and Chakra Chat at the same time, with no loss of chat history or contacts.

**Interoperate Both Platforms** Switch effortlessly between the mobile app for personal replies and the API for high-volume automation — both running in parallel, uninterrupted.

**No Account Restrictions ** Stay fully compliant with WhatsApp policies throughout - no risk of bans or service disruptions as you scale.

### Same Number. Same History. Bigger Capabilities.

**100% Sync** All existing chats, contacts, and media sync seamlessly between the WhatsApp Business App and Chakra Chat - nothing gets lost in the transition.

**Keep WhatsApp Business App access** Continue viewing and responding to historical messages directly from your phone, maintaining the personal touchpoints your customers expect.

**Secure Data Continuity** Your business contacts, groups, and engagement data stay fully intact and accessible, protecting years of built-up trust.

### Native Features Meet API Power 

**Integrate with CRMs** With CRMs like Zoho, Salesforce, and HubSpot, or automation platforms like N8N to deploy AI agents and advanced workflows.

**Automated Messaging Workflows** Automatically trigger messages based on rules and events - welcome messages, birthday greetings, follow-ups - without manual effort.

**AI Chatbots & more** Deploy AI-powered chatbots, multi-agent support, and smart automations for 24/7 customer engagement at scale.

## One Number, Two Platforms, Zero Compromise on Features

Get a unified view of every WhatsApp conversation - whether it flows through the Business App or Cloud API. Track delivery, monitor response times, and stay across every customer interaction, all from one place.

## Upgrade WhatsApp Business Without Losing What Works

### Zero Migration Risk

Keep your existing chat history, contacts fully intact - no data loss, no starting over, no disruption to existing conversations.

### Scale at Your Pace

Add API features gradually without committing to a full platform switch - grow your capabilities as your business evolves

### Unlock WhatsApp API Capabilities

Add template broadcasts, chatbots, CRM sync, and AI assistance to your existing WhatsApp number the moment you connect

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

## Frequently Asked Questions

**Q: What is WhatsApp Coexistence and how is it different from the regular WhatsApp Business API?**

Coexistence lets you use the WhatsApp Business App and the WhatsApp Business API on the same phone number simultaneously. Unlike a full API migration, you don't have to give up the mobile app — both run in parallel without any disruption.

**Q: Will I lose my existing chat history and contacts when enabling Coexistence?**

No. All existing chats, contacts, and media sync seamlessly between the WhatsApp Business App and Chakra Chat. Nothing is lost in the transition and you can still view and respond to historical messages directly from your phone.

**Q: Can I still reply to customers manually from my phone after enabling Coexistence?**

Yes. Coexistence is designed for exactly this — your team can handle personal, one-on-one replies from the WhatsApp Business App on mobile, while high-volume automation, broadcasts, and chatbots run through the API simultaneously.

**Q: Is there any risk of my WhatsApp account getting banned when using Coexistence?**

No. Coexistence is an officially supported Meta feature. Setting it up through an Official Meta Business Partner like Chakra keeps you fully compliant with WhatsApp policies, with no risk of account restrictions or bans.

**Q: Can I connect CRMs and run chatbots on my existing WhatsApp number without migrating fully to the API?**

Yes. Once Coexistence is enabled, you can unlock API capabilities — including CRM integrations (Zoho, Salesforce, HubSpot), AI chatbots, automated workflows, and broadcast messaging — all on your existing number without a full platform switch.

**Q: How do I get a whatsapp business API account?**

Chakra is an Official Meta Business Partner, which means you can apply for a WhatsApp Business API account directly through us - quickly and in just a few simple steps.

**Q: How do I set up and start using Chakra Whatsapp?**

Getting started is straightforward. Follow our step-by-step onboarding guide at help.chakrahq.com/chat/getting-started, which walks you through connecting your WhatsApp account, setting up chatbots, and configuring your shared inbox. Our support team is also available to help at any stage.

**Q: Does Chakra support the WhatsApp Coexistence feature?**

Yes. Chakra supports Coexistence, allowing you to register an existing WhatsApp Business phone number directly on the WhatsApp Business Platform - so you can use both the app and API side by side.

**Q: Can I customize the chatbots for my business needs?**

Yes. You can fully tailor chatbots to handle queries specific to your business - including automated responses, FAQs, and interactive conversation flows, so your customers get instant, relevant support around the clock.

**Q: How does broadcast messaging work?**

Send marketing messages, transactional updates, and authentication OTPs to thousands at once. Manage the full broadcast workflow in one place - from template creation and Meta approval, to audience segmentation, personalisation, and scheduling.

**Q: Does Chakra charge any markup on template message fees?**

No. Chakra applies zero markup on template messages. You pay only the prevailing WhatsApp Meta messaging rates for successfully delivered messages - nothing more.

**Q: Can I connect multiple numbers in Chakra Chat?**

Yes. Chakra's plans support multiple numbers: Starter (2 numbers), Growth (5 numbers), and Advanced (12 numbers). Need more? Additional numbers beyond 12 are available at $2.99/number.

**Q: Is Chakra Chat secure for handling customer data?**

Yes. Chakra includes verification OTPs and secure data handling practices to keep your customer information protected and all transactions safe.

**Q: Can I track the performance of my campaigns and interactions?**

Yes. Chakra's built-in analytics give you detailed insights into campaign performance, customer interactions, and engagement metrics - helping you make data-driven decisions and continuously improve your strategy.

**Q: How does abandoned cart recovery work?**

Chakra lets you automatically send personalized reminders to customers who left items in their cart without completing a purchase. These timely nudges help recover lost sales and improve your overall conversion rate.

**Q: Can I integrate the tool with other platforms and systems?**

Yes. Chakra integrates with a wide range of CRM systems, e-commerce platforms, and business tools - ensuring smooth data flow across your stack and streamlining day-to-day operations.

**Q: What customer support does Chakra offer?**

We provide comprehensive support including tickets, chat and a knowledge base with detailed guides and tutorials. Our team is always on hand to help you resolve issues and get the most out of the platform.

**Q: How does the shared inbox feature work?**

The shared inbox gives your entire team a single, unified space to view, respond to, and assign customer chats. This ensures no message gets missed, queries are handled promptly, and team collaboration stays seamless.

**Q: Can I use Chakra's API to send WhatsApp messages from my own application?**

Yes. Chakra provides robust REST APIs and webhooks that let you send template and session messages, create and manage templates programmatically, and track all incoming events in real time.

**Q: Does Chakra have a partner program?**

Yes. Chakra offers an API Integration Partner Program designed for SaaS providers and technology partners. It enables you to onboard and manage clients, and embed WhatsApp Business Platform capabilities directly into your own applications.

**Q: Is Chakra Chat Available in My Country?**

Yes. Chakra is available globally, with over 2,000 businesses across 65+ countries already on the platform. Sign up from anywhere and set up your WhatsApp Business API account in minutes.

---

URL: https://chakrahq.com/product/chakra-chat/feature/ai-assist.md

# Put AI to Work Across Every Customer Conversation


Generic AI responses frustrate customers and lose deals. Chakra's AI settings let you train, tune, and deploy intelligent agents on your own knowledge base. So every reply is accurate, contextual, and on-brand.


[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## WhatsApp: The most engaging communication channel

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

Send rich and engaging message formats on WhatsApp - photos, rich text, videos, documents, forms, e-commerce products & a lot more. Try them out below!

## Smart AI Tools Built Into Every Part of Chakra

Train your AI on your content, set your rules, and let it handle the rest. Intelligent replies, smart classification, and product search - all configured in one place.

### AI Knowledge Base & Content Sources

**Knowledge Base** Add content sources in multiple formats - FAQs, URLs, documents, and raw text - to build your AI's knowledge base.

**Configure Accurate Responses** Set a match threshold (0–0.99) to control how closely a user query must match your content before the AI responds.

**Update AI Content** Keep knowledge fresh by updating or replacing content sources at any time without rebuilding your AI setup.

### AI Agent Configuration

**Tailor AI Prompt** Write custom instructions and system prompts to define your AI Agent's tone, role, and boundaries.

**Contextual AI Response** Use previous chat messages and associated lead or ticket context to make every AI response more relevant and personalised.

**Control AI Answers** Control response behaviour precisely - set a custom "No Answer" message and choose whether the agent replies once or continues the conversation.

### AI Classification & Routing

**AI Classification Node** The AI Classification node categorises incoming messages into predefined options - no manual reading required.

**Configure and Capture** Add extra instructions to guide classification logic and store the result directly in a variable for use across your chatbot flow.

**Auto-Route AI Conversations** Use classification outputs to trigger different chatbot paths, assign leads, or escalate to a human agent automatically.

## What Chakra AI Does for Your Business

### Automate Repetitive Replies

Handle FAQs, common queries, and routine requests automatically - no inbox overload while maintaining quality

### Scale Without Adding Headcount

Serve hundreds of simultaneous conversations with AI - no additional hires, no training cycles, no burnout. 

### Faster, Smarter Support

AI replies instantly using your knowledge base and chat context - cutting response times, resolve more queries.

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

## Frequently Asked Questions

**Q: How does the AI know what to say to my customers — does it make things up?**

No. The AI only responds based on content you provide — such as your FAQs, website URLs, documents, or text you've added to its knowledge base. You can also set a match threshold to control how closely a customer's question needs to match your content before the AI replies, reducing the chance of inaccurate answers.


**Q: Can I control the tone and personality of the AI when it talks to customers?**

Yes. You can write custom instructions and system prompts that define how the AI Agent should speak — its tone, role, and any boundaries you want it to stay within. This keeps every response on-brand and consistent with how your business communicates.

**Q: What happens when the AI doesn't know the answer to a customer's question?**

You can set a custom "No Answer" message that the AI sends whenever it can't find a relevant response in your knowledge base. This ensures customers always get a reply rather than being left with silence, and you can use it to redirect them to a human agent.

**Q: Can the AI read previous chat history to give more relevant replies?**

Yes. The AI uses previous messages in the conversation as well as linked lead or customer context to make its responses more relevant and personalised — rather than treating every message as if it's the first one.

**Q: Can the AI automatically sort and route customer messages to the right team or chatbot flow?**

Yes. The AI Classification feature reads incoming messages and sorts them into categories you define — then automatically triggers the right chatbot path, assigns the lead, or escalates to a human agent based on what the customer is asking about.

**Q: How do I get a whatsapp business API account?**

Chakra is an Official Meta Business Partner, which means you can apply for a WhatsApp Business API account directly through us - quickly and in just a few simple steps.

**Q: How do I set up and start using Chakra Whatsapp?**

Getting started is straightforward. Follow our step-by-step onboarding guide at help.chakrahq.com/chat/getting-started, which walks you through connecting your WhatsApp account, setting up chatbots, and configuring your shared inbox. Our support team is also available to help at any stage.

**Q: Does Chakra support the WhatsApp Coexistence feature?**

Yes. Chakra supports Coexistence, allowing you to register an existing WhatsApp Business phone number directly on the WhatsApp Business Platform - so you can use both the app and API side by side.

**Q: Can I customize the chatbots for my business needs?**

Yes. You can fully tailor chatbots to handle queries specific to your business - including automated responses, FAQs, and interactive conversation flows, so your customers get instant, relevant support around the clock.

**Q: How does broadcast messaging work?**

Send marketing messages, transactional updates, and authentication OTPs to thousands at once. Manage the full broadcast workflow in one place - from template creation and Meta approval, to audience segmentation, personalisation, and scheduling.

**Q: Does Chakra charge any markup on template message fees?**

No. Chakra applies zero markup on template messages. You pay only the prevailing WhatsApp Meta messaging rates for successfully delivered messages - nothing more.

**Q: Can I connect multiple numbers in Chakra Chat?**

Yes. Chakra's plans support multiple numbers: Starter (2 numbers), Growth (5 numbers), and Advanced (12 numbers). Need more? Additional numbers beyond 12 are available at $2.99/number.

**Q: Is Chakra Chat secure for handling customer data?**

Yes. Chakra includes verification OTPs and secure data handling practices to keep your customer information protected and all transactions safe.

**Q: Can I track the performance of my campaigns and interactions?**

Yes. Chakra's built-in analytics give you detailed insights into campaign performance, customer interactions, and engagement metrics - helping you make data-driven decisions and continuously improve your strategy.

**Q: How does abandoned cart recovery work?**

Chakra lets you automatically send personalized reminders to customers who left items in their cart without completing a purchase. These timely nudges help recover lost sales and improve your overall conversion rate.

**Q: Can I integrate the tool with other platforms and systems?**

Yes. Chakra integrates with a wide range of CRM systems, e-commerce platforms, and business tools - ensuring smooth data flow across your stack and streamlining day-to-day operations.

**Q: What customer support does Chakra offer?**

We provide comprehensive support including tickets, chat and a knowledge base with detailed guides and tutorials. Our team is always on hand to help you resolve issues and get the most out of the platform.

**Q: How does the shared inbox feature work?**

The shared inbox gives your entire team a single, unified space to view, respond to, and assign customer chats. This ensures no message gets missed, queries are handled promptly, and team collaboration stays seamless.

**Q: Can I use Chakra's API to send WhatsApp messages from my own application?**

Yes. Chakra provides robust REST APIs and webhooks that let you send template and session messages, create and manage templates programmatically, and track all incoming events in real time.

**Q: Does Chakra have a partner program?**

Yes. Chakra offers an API Integration Partner Program designed for SaaS providers and technology partners. It enables you to onboard and manage clients, and embed WhatsApp Business Platform capabilities directly into your own applications.

**Q: Is Chakra Chat Available in My Country?**

Yes. Chakra is available globally, with over 2,000 businesses across 65+ countries already on the platform. Sign up from anywhere and set up your WhatsApp Business API account in minutes.

---

URL: https://chakrahq.com/product/chakra-chat/feature/in-built-analytics.md

# See Every Metric That Moves Your Business


Stop guessing what's working. Chakra's reporting covers everything from campaign delivery rates to agent  response times - so you always know where to improve and when to act.



[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## WhatsApp: The most engaging communication channel

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

Send rich and engaging message formats on WhatsApp - photos, rich text, videos, documents, forms, e-commerce products & a lot more. Try them out below!

## From Campaign Sent to Conversion, Track It All

Track WhatsApp campaign delivery, chat response times, and team performance with Chakra's built-in reporting and analytics. Custom dashboards, contact-level insights, and one-click exports - all in one place.

###  Campaign Performance Tracking

**Campaign Health Metrics** Track sent, delivered, read, and error rates across every campaign - with day-wise trends to spot performance patterns.

**Contact-Level Reporting** Drill down into individual delivery statuses and error details - from payment pending to recipient not on WhatsApp - to maintain a healthy sending ecosystem.

**Download & Export** Export full campaign reports at the contact level for deeper analysis, compliance, or sharing with stakeholders.

### Chat & Team Analytics

**Response Time Tracking** Monitor First Response Time, Average Response Time, and 95th percentile response times to identify gaps and improve team efficiency.

**Conversation Metrics** Track total chat volumes, message counts, and resolution rates across agents, numbers, and time periods.

**Custom Report Views** Build your own dashboards with multiple chart types, clickable metrics, and filters for a detailed breakdown at the contact level.

### Flexible Reporting Workspace

**Report Builder** Start from pre-built templates or create custom dashboards tailored to your team's specific metrics and workflows

**Grouped Report Access** Organise all reports into groups for one-click access — no hunting through dashboards to find what you need

**Download & Filter** Apply filters, drill into metrics, and download report tables for offline analysis or stakeholder reporting

## Track, Analyse, and Improve Every Conversation

Measure Chat Metrics, Response Time, Campaign Delivery, Read Rates, Delivery Failure Reasons, and more

## Turn WhatsApp Data Into Business Outcomes

### Optimise Campaign Performance

See exactly what lands and what doesn't — refine messaging and improve ROI with every send.

### Improve Team Efficiency

Track response times across every agent and make data-backed decisions to keep performance on track.

### Faster, Smarter Support

Spot where customers are waiting longest and act fast to reduce response times and escalations.

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

## Frequently Asked Questions

**Q: What WhatsApp campaign metrics can I track in Chakra?**

You can see how many messages were sent, delivered, read, and failed — broken down day by day so you can spot trends over time. You can also drill down to individual contacts to see exactly why a message wasn't delivered, such as the recipient not being on WhatsApp or a payment issue.

**Q: Can I see how quickly my team is responding to customer chats?**

Yes. Chakra tracks First Response Time, Average Response Time, and 95th percentile response times across your team — so managers can clearly see where delays are happening and which agents or time periods need attention.

**Q: Can I build my own custom reports or am I stuck with fixed dashboards?**

You can start from pre-built report templates or build your own custom dashboards from scratch — choosing the chart types, metrics, and filters that matter to your team. Reports can also be organised into groups so they're easy to find and access.

**Q: Can I export reports to share with my team or stakeholders?**

Yes. You can download report tables and full campaign data at the contact level — useful for sharing performance updates, running deeper analysis in a spreadsheet, or maintaining records for compliance purposes.

**Q: Do I need a separate analytics tool to measure WhatsApp performance?**

No. Chakra's reporting is built in — covering campaign delivery, chat volumes, message counts, resolution rates, and agent performance all in one place. There's no need to connect or pay for a separate analytics platform.

**Q: How do I get a whatsapp business API account?**

Chakra is an Official Meta Business Partner, which means you can apply for a WhatsApp Business API account directly through us - quickly and in just a few simple steps.

**Q: How do I set up and start using Chakra Whatsapp?**

Getting started is straightforward. Follow our step-by-step onboarding guide at help.chakrahq.com/chat/getting-started, which walks you through connecting your WhatsApp account, setting up chatbots, and configuring your shared inbox. Our support team is also available to help at any stage.

**Q: Does Chakra support the WhatsApp Coexistence feature?**

Yes. Chakra supports Coexistence, allowing you to register an existing WhatsApp Business phone number directly on the WhatsApp Business Platform - so you can use both the app and API side by side.

**Q: Can I customize the chatbots for my business needs?**

Yes. You can fully tailor chatbots to handle queries specific to your business - including automated responses, FAQs, and interactive conversation flows, so your customers get instant, relevant support around the clock.

**Q: How does broadcast messaging work?**

Send marketing messages, transactional updates, and authentication OTPs to thousands at once. Manage the full broadcast workflow in one place - from template creation and Meta approval, to audience segmentation, personalisation, and scheduling.

**Q: Does Chakra charge any markup on template message fees?**

No. Chakra applies zero markup on template messages. You pay only the prevailing WhatsApp Meta messaging rates for successfully delivered messages - nothing more.

**Q: Can I connect multiple numbers in Chakra Chat?**

Yes. Chakra's plans support multiple numbers: Starter (2 numbers), Growth (5 numbers), and Advanced (12 numbers). Need more? Additional numbers beyond 12 are available at $2.99/number.

**Q: Is Chakra Chat secure for handling customer data?**

Yes. Chakra includes verification OTPs and secure data handling practices to keep your customer information protected and all transactions safe.

**Q: Can I track the performance of my campaigns and interactions?**

Yes. Chakra's built-in analytics give you detailed insights into campaign performance, customer interactions, and engagement metrics - helping you make data-driven decisions and continuously improve your strategy.

**Q: How does abandoned cart recovery work?**

Chakra lets you automatically send personalized reminders to customers who left items in their cart without completing a purchase. These timely nudges help recover lost sales and improve your overall conversion rate.

**Q: Can I integrate the tool with other platforms and systems?**

Yes. Chakra integrates with a wide range of CRM systems, e-commerce platforms, and business tools - ensuring smooth data flow across your stack and streamlining day-to-day operations.

**Q: What customer support does Chakra offer?**

We provide comprehensive support including tickets, chat and a knowledge base with detailed guides and tutorials. Our team is always on hand to help you resolve issues and get the most out of the platform.

**Q: How does the shared inbox feature work?**

The shared inbox gives your entire team a single, unified space to view, respond to, and assign customer chats. This ensures no message gets missed, queries are handled promptly, and team collaboration stays seamless.

**Q: Can I use Chakra's API to send WhatsApp messages from my own application?**

Yes. Chakra provides robust REST APIs and webhooks that let you send template and session messages, create and manage templates programmatically, and track all incoming events in real time.

**Q: Does Chakra have a partner program?**

Yes. Chakra offers an API Integration Partner Program designed for SaaS providers and technology partners. It enables you to onboard and manage clients, and embed WhatsApp Business Platform capabilities directly into your own applications.

**Q: Is Chakra Chat Available in My Country?**

Yes. Chakra is available globally, with over 2,000 businesses across 65+ countries already on the platform. Sign up from anywhere and set up your WhatsApp Business API account in minutes.

---

URL: https://chakrahq.com/product/chakra-chat/feature/payment-integration.md

# Collect Payments directly on WhatsApp


Collect payment using our integrated payment links.
Send collect request for pending or overdue invoices.
Track all payment statuses in a payments dashboard.
Check reports in realtime and end-of-period reconciliations.


[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## WhatsApp: The most engaging communication channel

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

Send rich and engaging message formats on WhatsApp - photos, rich text, videos, documents, forms, e-commerce products & a lot more. Try them out below!

## A unified workspace to manage all your conversations

Get a 360 degree view of everything related to your customer and conversation. Empower your team with smart spaces, AI assists, quick replies, auto allocation and many more advanced tools.

## Key Features

### Increased Collections

Payment links shared on WhatsApp lead to higher collection rates

### Lower Abandonments

Sharing payment links directly during a sales flow leads to fewer abandonments

### Instant Tracking

Know immediately when you have received payments from a customer - resulting in faster fulfillment

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

## Frequently Asked Questions

**Q: How does collecting payments on WhatsApp work?**

You send a payment link directly inside the WhatsApp chat — the customer clicks it, completes the payment, and you get notified instantly. The entire transaction happens without the customer having to visit a separate website or switch to another app.

**Q: Can I send payment requests for unpaid or overdue invoices through WhatsApp?**

Yes. You can send payment collection requests for pending or overdue invoices directly from the chat — making it easy to follow up on outstanding payments in the same place you're already talking to the customer.

**Q: Will I know immediately when a customer has paid?**

Yes. Payment status is tracked in real time — so as soon as a customer completes a payment, you're notified instantly. This means your team can move to fulfilment or the next step in the process without any delay or manual checking.

**Q: Where can I see all my payment activity in one place?**

Using dedicated payments dashboard where you can track the status of all payment links — whether they're pending, completed, or failed — as well as run end-of-period reconciliation reports for your records.

**Q: Does sending payment links inside WhatsApp help reduce drop-offs?**

Yes. Because the payment link is shared at the right moment during a conversation — when the customer is already engaged — there's far less friction compared to sending a separate email or SMS. This leads to fewer abandoned payments and faster collections.

**Q: How do I get a whatsapp business API account?**

Chakra is an Official Meta Business Partner, which means you can apply for a WhatsApp Business API account directly through us - quickly and in just a few simple steps.

**Q: How do I set up and start using Chakra Whatsapp?**

Getting started is straightforward. Follow our step-by-step onboarding guide at help.chakrahq.com/chat/getting-started, which walks you through connecting your WhatsApp account, setting up chatbots, and configuring your shared inbox. Our support team is also available to help at any stage.

**Q: Does Chakra support the WhatsApp Coexistence feature?**

Yes. Chakra supports Coexistence, allowing you to register an existing WhatsApp Business phone number directly on the WhatsApp Business Platform - so you can use both the app and API side by side.

**Q: Can I customize the chatbots for my business needs?**

Yes. You can fully tailor chatbots to handle queries specific to your business - including automated responses, FAQs, and interactive conversation flows, so your customers get instant, relevant support around the clock.

**Q: How does broadcast messaging work?**

Send marketing messages, transactional updates, and authentication OTPs to thousands at once. Manage the full broadcast workflow in one place - from template creation and Meta approval, to audience segmentation, personalisation, and scheduling.

**Q: Does Chakra charge any markup on template message fees?**

No. Chakra applies zero markup on template messages. You pay only the prevailing WhatsApp Meta messaging rates for successfully delivered messages - nothing more.

**Q: Can I connect multiple numbers in Chakra Chat?**

Yes. Chakra's plans support multiple numbers: Starter (2 numbers), Growth (5 numbers), and Advanced (12 numbers). Need more? Additional numbers beyond 12 are available at $2.99/number.

**Q: Is Chakra Chat secure for handling customer data?**

Yes. Chakra includes verification OTPs and secure data handling practices to keep your customer information protected and all transactions safe.

**Q: Can I track the performance of my campaigns and interactions?**

Yes. Chakra's built-in analytics give you detailed insights into campaign performance, customer interactions, and engagement metrics - helping you make data-driven decisions and continuously improve your strategy.

**Q: How does abandoned cart recovery work?**

Chakra lets you automatically send personalized reminders to customers who left items in their cart without completing a purchase. These timely nudges help recover lost sales and improve your overall conversion rate.

**Q: Can I integrate the tool with other platforms and systems?**

Yes. Chakra integrates with a wide range of CRM systems, e-commerce platforms, and business tools - ensuring smooth data flow across your stack and streamlining day-to-day operations.

**Q: What customer support does Chakra offer?**

We provide comprehensive support including tickets, chat and a knowledge base with detailed guides and tutorials. Our team is always on hand to help you resolve issues and get the most out of the platform.

**Q: How does the shared inbox feature work?**

The shared inbox gives your entire team a single, unified space to view, respond to, and assign customer chats. This ensures no message gets missed, queries are handled promptly, and team collaboration stays seamless.

**Q: Can I use Chakra's API to send WhatsApp messages from my own application?**

Yes. Chakra provides robust REST APIs and webhooks that let you send template and session messages, create and manage templates programmatically, and track all incoming events in real time.

**Q: Does Chakra have a partner program?**

Yes. Chakra offers an API Integration Partner Program designed for SaaS providers and technology partners. It enables you to onboard and manage clients, and embed WhatsApp Business Platform capabilities directly into your own applications.

**Q: Is Chakra Chat Available in My Country?**

Yes. Chakra is available globally, with over 2,000 businesses across 65+ countries already on the platform. Sign up from anywhere and set up your WhatsApp Business API account in minutes.

---

URL: https://chakrahq.com/product/chakra-chat/feature/product-catalog.md

# List your Products & Services and Sell directly on WhatsApp


Make every customer's WhatsApp your shop & storefront.
Select products & place order directly from WhatsApp.
Collect payment using our integrated payment links.
Share order status in realtime with your customers.


[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## WhatsApp: The most engaging communication channel

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

Send rich and engaging message formats on WhatsApp - photos, rich text, videos, documents, forms, e-commerce products & a lot more. Try them out below!

## A unified workspace to manage all your conversations

Get a 360 degree view of everything related to your customer and conversation. Empower your team with smart spaces, AI assists, quick replies, auto allocation and many more advanced tools.

## Key Features

### In-WhatsApp E-commerce Experience

In-WhatsApp product browsing and cart creation results in higher orders

### Personalised Product Recommendations

Send tailor-made product recommendations to your customers - driving more sales

### Integrated Payments

Close transaction loop by leveraging payment links and collections right on WhatsApp

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

## Frequently Asked Questions

**Q: How do I get a whatsapp business API account?**

Chakra is an Official Meta Business Partner, which means you can apply for a WhatsApp Business API account directly through us - quickly and in just a few simple steps.

**Q: How do I set up and start using Chakra Whatsapp?**

Getting started is straightforward. Follow our step-by-step onboarding guide at help.chakrahq.com/chat/getting-started, which walks you through connecting your WhatsApp account, setting up chatbots, and configuring your shared inbox. Our support team is also available to help at any stage.

**Q: Does Chakra support the WhatsApp Coexistence feature?**

Yes. Chakra supports Coexistence, allowing you to register an existing WhatsApp Business phone number directly on the WhatsApp Business Platform - so you can use both the app and API side by side.

**Q: Can I customize the chatbots for my business needs?**

Yes. You can fully tailor chatbots to handle queries specific to your business - including automated responses, FAQs, and interactive conversation flows, so your customers get instant, relevant support around the clock.

**Q: How does broadcast messaging work?**

Send marketing messages, transactional updates, and authentication OTPs to thousands at once. Manage the full broadcast workflow in one place - from template creation and Meta approval, to audience segmentation, personalisation, and scheduling.

**Q: Does Chakra charge any markup on template message fees?**

No. Chakra applies zero markup on template messages. You pay only the prevailing WhatsApp Meta messaging rates for successfully delivered messages - nothing more.

**Q: Can I connect multiple numbers in Chakra Chat?**

Yes. Chakra's plans support multiple numbers: Starter (2 numbers), Growth (5 numbers), and Advanced (12 numbers). Need more? Additional numbers beyond 12 are available at $2.99/number.

**Q: Is Chakra Chat secure for handling customer data?**

Yes. Chakra includes verification OTPs and secure data handling practices to keep your customer information protected and all transactions safe.

**Q: Can I track the performance of my campaigns and interactions?**

Yes. Chakra's built-in analytics give you detailed insights into campaign performance, customer interactions, and engagement metrics - helping you make data-driven decisions and continuously improve your strategy.

**Q: How does abandoned cart recovery work?**

Chakra lets you automatically send personalized reminders to customers who left items in their cart without completing a purchase. These timely nudges help recover lost sales and improve your overall conversion rate.

**Q: Can I integrate the tool with other platforms and systems?**

Yes. Chakra integrates with a wide range of CRM systems, e-commerce platforms, and business tools - ensuring smooth data flow across your stack and streamlining day-to-day operations.

**Q: What customer support does Chakra offer?**

We provide comprehensive support including tickets, chat and a knowledge base with detailed guides and tutorials. Our team is always on hand to help you resolve issues and get the most out of the platform.

**Q: How does the shared inbox feature work?**

The shared inbox gives your entire team a single, unified space to view, respond to, and assign customer chats. This ensures no message gets missed, queries are handled promptly, and team collaboration stays seamless.

**Q: Can I use Chakra's API to send WhatsApp messages from my own application?**

Yes. Chakra provides robust REST APIs and webhooks that let you send template and session messages, create and manage templates programmatically, and track all incoming events in real time.

**Q: Does Chakra have a partner program?**

Yes. Chakra offers an API Integration Partner Program designed for SaaS providers and technology partners. It enables you to onboard and manage clients, and embed WhatsApp Business Platform capabilities directly into your own applications.

**Q: Is Chakra Chat Available in My Country?**

Yes. Chakra is available globally, with over 2,000 businesses across 65+ countries already on the platform. Sign up from anywhere and set up your WhatsApp Business API account in minutes.

---

URL: https://chakrahq.com/product/chakra-chat/feature/chatbot.md

# Design Smarter Chatbots That Engage, Support, and Convert


Build smarter WhatsApp chatbots, faster. A visual builder, rich node library, AI capabilities, and full session controls. Everything in one place to automate conversations that actually get results.



[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## WhatsApp: The most engaging communication channel

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

Send rich and engaging message formats on WhatsApp - photos, rich text, videos, documents, forms, e-commerce products & a lot more. Try them out below!

## Build Powerful WhatsApp Chatbots Without Writing Any Code

From blank canvas to live chatbot in minutes - all drag-and-drop, zero code required

[Chatbot Builder](https://youtu.be/V6I8a1u7RGk?si=b5-Rj92_XDBB3qeK)

## Automate Conversations with Chatbots

Build smarter WhatsApp chatbots, faster. A visual builder, rich node library, AI capabilities, and full session controls - everything in one place to automate conversations that actually get results.

### No-Code Chatbot Builder

**Drag-and-drop interface** Lets you design chatbot flows visually

**Flexible Node Types** Dynamic conversation nodes built for WhatsApp: buttons, rich media, and timed responses.

**Build complete transaction flows** Send payment links, catalog options, and end-to-end order actions.

**Chatbot Preview** Test your flows before going live with a built-in preview mode that simulates real WhatsApp interactions.

### Template Library & Quick Start

**Pre-built Chatbot templates** Ready template for common scenarios like lead qualification, customer support, and e-commerce.

**Rich Chatbot Library** Jumpstart new bots using a growing library of ready-made chatbot templates built for common business use cases.

**Quick Chatbot Creation** Duplicate, customize, and publish templates in minutes - no rebuilding from scratch.

### Powerful Chatbot Node Library

**Messaging Nodes** Send plain messages, rich media, or WhatsApp template messages to engage users at every stage of the journey.

**AI-Powered Nodes** Deploy AI Agent Reply nodes for intelligent freeform responses, AI Product Search for catalog discovery, and AI Classification to auto-route conversations based on intent.

**Action & Integration Nodes** Call external APIs, upsert lead records, assign conversations to team members, or transfer users to another chatbot - all without leaving the builder.

**Flow Control Nodes** Use Wait nodes to pause for user input, Generate Payment Link nodes to close transactions inline, and Transfer nodes to hand off seamlessly between bots or agents.

### Triggers, Routing & Session Controls

**Multi-Condition Triggers** Launch chatbots based on inbound keywords, campaign sources, user attributes, or custom events.

**Chatbot-to-Chatbot Routing** Chain multiple bots together and transfer users mid-conversation based on responses or conditions.

**Keyword Controls** Define custom start, stop, and restart keywords so users always stay in control of the conversation.

**Expiry & Session Settings** Set session expiry windows and auto-close inactive conversations to keep your inbox clean and flows healthy.

[More about Chatbot Automations](https://chakrahq.com/product/chakra-chat/feature/chat-trigger-whatsapp-automations)

## Stop Answering the Same Questions Every Day

### Always-On Engagement

Respond to every customer instantly, 24/7 - no wait times, no missed conversations, no offline hours.

### Automate Repetitive Tasks

Qualify leads, answer FAQs, and process orders automatically - freeing your team for conversations

### Scale Without Hiring

Handle hundreds of simultaneous conversations without adding agents - grow your customer engagement without growing costs

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

## Frequently Asked Questions

**Q: Do I need a developer to build a WhatsApp chatbot?**

No. The chatbot builder is entirely drag-and-drop — you visually design conversation flows by placing and connecting nodes on a canvas. There's no coding involved, and you can go from a blank canvas to a live chatbot in minutes.

**Q: Do I have to build every chatbot from scratch?**

No. Chakra has a ready-made template library covering common use cases like lead qualification, customer support, and eCommerce. You can pick a template, customise it for your business, and publish it — without having to rebuild the same flows repeatedly.

**Q: Can my WhatsApp chatbot handle things like payments and product orders?**

Yes. Using built-in Flow Control and Action nodes, your chatbot can send payment links, display catalog products, and complete order actions — all within the WhatsApp conversation itself, without sending customers to an external website.

**Q: Can the chatbot use AI to answer questions it hasn't been specifically programmed for?**

Yes. AI Agent Reply nodes let the chatbot handle freeform customer questions intelligently — going beyond fixed button flows to give more natural, relevant responses based on the context of the conversation.

**Q: What happens when the chatbot can't resolve a customer's issue?**

You can set up a Transfer node that hands the conversation off to a human agent at any point in the flow. The agent gets the full chat history so they can pick up right where the bot left off, with no awkward handover for the customer.

**Q: Can one chatbot trigger or pass a conversation to another chatbot?**

Yes. Chatbot-to-chatbot routing lets you chain multiple bots together — so a general welcome bot can route a customer to a more specific support or sales bot based on what they're asking about, keeping conversations relevant without building one giant flow.

**Q: How do I get a whatsapp business API account?**

Chakra is an Official Meta Business Partner, which means you can apply for a WhatsApp Business API account directly through us - quickly and in just a few simple steps.

**Q: How do I set up and start using Chakra Whatsapp?**

Getting started is straightforward. Follow our step-by-step onboarding guide at help.chakrahq.com/chat/getting-started, which walks you through connecting your WhatsApp account, setting up chatbots, and configuring your shared inbox. Our support team is also available to help at any stage.

**Q: Does Chakra support the WhatsApp Coexistence feature?**

Yes. Chakra supports Coexistence, allowing you to register an existing WhatsApp Business phone number directly on the WhatsApp Business Platform - so you can use both the app and API side by side.

**Q: Can I customize the chatbots for my business needs?**

Yes. You can fully tailor chatbots to handle queries specific to your business - including automated responses, FAQs, and interactive conversation flows, so your customers get instant, relevant support around the clock.

**Q: How does broadcast messaging work?**

Send marketing messages, transactional updates, and authentication OTPs to thousands at once. Manage the full broadcast workflow in one place - from template creation and Meta approval, to audience segmentation, personalisation, and scheduling.

**Q: Does Chakra charge any markup on template message fees?**

No. Chakra applies zero markup on template messages. You pay only the prevailing WhatsApp Meta messaging rates for successfully delivered messages - nothing more.

**Q: Can I connect multiple numbers in Chakra Chat?**

Yes. Chakra's plans support multiple numbers: Starter (2 numbers), Growth (5 numbers), and Advanced (12 numbers). Need more? Additional numbers beyond 12 are available at $2.99/number.

**Q: Is Chakra Chat secure for handling customer data?**

Yes. Chakra includes verification OTPs and secure data handling practices to keep your customer information protected and all transactions safe.

**Q: Can I track the performance of my campaigns and interactions?**

Yes. Chakra's built-in analytics give you detailed insights into campaign performance, customer interactions, and engagement metrics - helping you make data-driven decisions and continuously improve your strategy.

**Q: How does abandoned cart recovery work?**

Chakra lets you automatically send personalized reminders to customers who left items in their cart without completing a purchase. These timely nudges help recover lost sales and improve your overall conversion rate.

**Q: Can I integrate the tool with other platforms and systems?**

Yes. Chakra integrates with a wide range of CRM systems, e-commerce platforms, and business tools - ensuring smooth data flow across your stack and streamlining day-to-day operations.

**Q: What customer support does Chakra offer?**

We provide comprehensive support including tickets, chat and a knowledge base with detailed guides and tutorials. Our team is always on hand to help you resolve issues and get the most out of the platform.

**Q: How does the shared inbox feature work?**

The shared inbox gives your entire team a single, unified space to view, respond to, and assign customer chats. This ensures no message gets missed, queries are handled promptly, and team collaboration stays seamless.

**Q: Can I use Chakra's API to send WhatsApp messages from my own application?**

Yes. Chakra provides robust REST APIs and webhooks that let you send template and session messages, create and manage templates programmatically, and track all incoming events in real time.

**Q: Does Chakra have a partner program?**

Yes. Chakra offers an API Integration Partner Program designed for SaaS providers and technology partners. It enables you to onboard and manage clients, and embed WhatsApp Business Platform capabilities directly into your own applications.

**Q: Is Chakra Chat Available in My Country?**

Yes. Chakra is available globally, with over 2,000 businesses across 65+ countries already on the platform. Sign up from anywhere and set up your WhatsApp Business API account in minutes.

---

URL: https://chakrahq.com/product/chakra-chat/feature/sequences-campaigns.md

# Manage Sales Sequences & Drip Campaigns on WhatsApp


Build drip campaigns with our no-code workflow builder.
Craft multi-step long running sequence campaigns.
Automate reminders with scheduled recurring messages.
Use AI responses to improve quality & SLA of replies.


[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## WhatsApp: The most engaging communication channel

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

Send rich and engaging message formats on WhatsApp - photos, rich text, videos, documents, forms, e-commerce products & a lot more. Try them out below!

## A unified workspace to manage all your conversations

Get a 360 degree view of everything related to your customer and conversation. Empower your team with smart spaces, AI assists, quick replies, auto allocation and many more advanced tools.

## Key Features

### Sales Sequences

Create sequences to nudge the customer at periodic intervals for higher conversion

### Conditional Workflows

Conditional workflow campaigns based on user read receipts or replies

### Omni-Channel

Combine SMS and email outreach alongside WhatsApp campaigns

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

## Frequently Asked Questions

**Q: How do I get a whatsapp business API account?**

Chakra is an Official Meta Business Partner, which means you can apply for a WhatsApp Business API account directly through us - quickly and in just a few simple steps.

**Q: How do I set up and start using Chakra Whatsapp?**

Getting started is straightforward. Follow our step-by-step onboarding guide at help.chakrahq.com/chat/getting-started, which walks you through connecting your WhatsApp account, setting up chatbots, and configuring your shared inbox. Our support team is also available to help at any stage.

**Q: Does Chakra support the WhatsApp Coexistence feature?**

Yes. Chakra supports Coexistence, allowing you to register an existing WhatsApp Business phone number directly on the WhatsApp Business Platform - so you can use both the app and API side by side.

**Q: Can I customize the chatbots for my business needs?**

Yes. You can fully tailor chatbots to handle queries specific to your business - including automated responses, FAQs, and interactive conversation flows, so your customers get instant, relevant support around the clock.

**Q: How does broadcast messaging work?**

Send marketing messages, transactional updates, and authentication OTPs to thousands at once. Manage the full broadcast workflow in one place - from template creation and Meta approval, to audience segmentation, personalisation, and scheduling.

**Q: Does Chakra charge any markup on template message fees?**

No. Chakra applies zero markup on template messages. You pay only the prevailing WhatsApp Meta messaging rates for successfully delivered messages - nothing more.

**Q: Can I connect multiple numbers in Chakra Chat?**

Yes. Chakra's plans support multiple numbers: Starter (2 numbers), Growth (5 numbers), and Advanced (12 numbers). Need more? Additional numbers beyond 12 are available at $2.99/number.

**Q: Is Chakra Chat secure for handling customer data?**

Yes. Chakra includes verification OTPs and secure data handling practices to keep your customer information protected and all transactions safe.

**Q: Can I track the performance of my campaigns and interactions?**

Yes. Chakra's built-in analytics give you detailed insights into campaign performance, customer interactions, and engagement metrics - helping you make data-driven decisions and continuously improve your strategy.

**Q: How does abandoned cart recovery work?**

Chakra lets you automatically send personalized reminders to customers who left items in their cart without completing a purchase. These timely nudges help recover lost sales and improve your overall conversion rate.

**Q: Can I integrate the tool with other platforms and systems?**

Yes. Chakra integrates with a wide range of CRM systems, e-commerce platforms, and business tools - ensuring smooth data flow across your stack and streamlining day-to-day operations.

**Q: What customer support does Chakra offer?**

We provide comprehensive support including tickets, chat and a knowledge base with detailed guides and tutorials. Our team is always on hand to help you resolve issues and get the most out of the platform.

**Q: How does the shared inbox feature work?**

The shared inbox gives your entire team a single, unified space to view, respond to, and assign customer chats. This ensures no message gets missed, queries are handled promptly, and team collaboration stays seamless.

**Q: Can I use Chakra's API to send WhatsApp messages from my own application?**

Yes. Chakra provides robust REST APIs and webhooks that let you send template and session messages, create and manage templates programmatically, and track all incoming events in real time.

**Q: Does Chakra have a partner program?**

Yes. Chakra offers an API Integration Partner Program designed for SaaS providers and technology partners. It enables you to onboard and manage clients, and embed WhatsApp Business Platform capabilities directly into your own applications.

**Q: Is Chakra Chat Available in My Country?**

Yes. Chakra is available globally, with over 2,000 businesses across 65+ countries already on the platform. Sign up from anywhere and set up your WhatsApp Business API account in minutes.

---

URL: https://chakrahq.com/product/chakra-chat/feature/shared-team-inbox.md

# Manage Every WhatsApp Conversation From One Shared Inbox


One inbox for your entire team. Every message routed, assigned, and visible in real time - with full customer context always one click away.


[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## WhatsApp: The most engaging communication channel

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

Send rich and engaging message formats on WhatsApp - photos, rich text, videos, documents, forms, e-commerce products & a lot more. Try them out below!

## Manage Every WhatsApp Conversation From One Shared Inbox

Stop losing conversations across personal devices and disconnected tools. Chakra's shared inbox brings every WhatsApp message into one collaborative workspace - with smart assignments, full customer context, and real-time visibility for your whole team.

### Unified Team Inbox

**Multi-Number Routing** Every incoming message across multiple WhatsApp numbers routes to a single, secure team inbox with real-time visibility.

**Rich Messaging** Send text, rich media, voice messages, and file attachments - or start fresh conversations using approved template messages.

**Bulk Chat Actions** Mark chats as read, unread, open, or closed across multiple conversations in a single action.

### Smart Assignment & Access Control

**Auto-Assignment Rules** Assign chats automatically based on number, message type, or sticky agent rules - or allocate manually in one click

**Role-Based Access** Agents see only their relevant chats while managers and admins retain full team visibility.

**Instant Notifications** Every agent is alerted immediately to new assignments and incoming messages - no delays, no missed chats.

[More on Chat Assignment](https://chakrahq.com/product/chakra-chat/feature/chat-assignment-allocation)

### Search, Filter & Organise

**Smart Search & Filters** Filter chats by status, assignee, number, or label - and surface the right conversation instantly with full-text search

**Saved Spaces** Save frequently used filters as Spaces for one-click access - shared across the team or kept for personal use

**Quick Replies** Respond to common questions instantly with predefined messages to keep response times consistently low

[More on organize Chats](https://chakrahq.com/product/chakra-chat/feature/search-filter-whatsapp-chat-inbox)

### Full Customer Context

**Complete Chat History** See past interactions, chatbot responses, labels, and custom attributes - all in the chat sidebar

**Linked Lead Profile** Access and update the connected lead - add notes, edit fields, or change status - without leaving the chat window

**AI-Assisted Replies** Contextual reply suggestions help agents respond faster and more accurately in every conversation

## A unified workspace to manage all your conversations

Get a 360 degree view of everything related to your customer and conversation. Empower your team with smart spaces, AI assists, quick replies, auto allocation and many more advanced tools.

## Key Features

### Team access to all WhatsApp chats

Multiple people can collaborate on the same business WhatsApp account

### Access Control

Control which chats are visible to which teams/people

### Smart Routing

Detect and route support and sales chats to respective teams

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

## Frequently Asked Questions

**Q: Can multiple team members manage the same WhatsApp number at the same time?**

Yes. The shared inbox gives your entire team access to one WhatsApp number simultaneously — every incoming message is visible to the right people in real time, so no conversation gets missed or handled twice.

**Q: How does the inbox handle messages coming in across multiple WhatsApp numbers?**

All incoming messages across every WhatsApp number connected to your account route into a single shared inbox — so your team doesn't have to switch between separate inboxes or devices to stay on top of conversations.

**Q: Can I control which agents see which chats?**

Yes. Role-based access means agents only see conversations assigned to them, while managers and admins have full visibility across the entire team. This keeps things organised and prevents agents from accessing chats that aren't theirs to handle.

**Q: Will agents be notified when a new chat is assigned to them?**

Yes. Every agent gets an instant notification the moment a chat is assigned to them or a new message arrives — so there's no delay between a customer sending a message and an agent knowing about it.

**Q: Can agents see past conversations and customer details without switching screens?**

Yes. The chat sidebar shows the complete history — previous messages, chatbot interactions, labels, and custom attributes — alongside the linked lead profile. Agents can update notes, edit fields, or change a lead's status without ever leaving the chat window.

**Q: Are there tools to help agents respond faster during busy periods?**

Yes. Quick Replies let agents send predefined responses to common questions with a single click — keeping response times low even when the inbox is busy. AI-assisted reply suggestions are also available to help agents craft more accurate responses faster.

**Q: How do I get a whatsapp business API account?**

Chakra is an Official Meta Business Partner, which means you can apply for a WhatsApp Business API account directly through us - quickly and in just a few simple steps.

**Q: How do I set up and start using Chakra Whatsapp?**

Getting started is straightforward. Follow our step-by-step onboarding guide at help.chakrahq.com/chat/getting-started, which walks you through connecting your WhatsApp account, setting up chatbots, and configuring your shared inbox. Our support team is also available to help at any stage.

**Q: Does Chakra support the WhatsApp Coexistence feature?**

Yes. Chakra supports Coexistence, allowing you to register an existing WhatsApp Business phone number directly on the WhatsApp Business Platform - so you can use both the app and API side by side.

**Q: Can I customize the chatbots for my business needs?**

Yes. You can fully tailor chatbots to handle queries specific to your business - including automated responses, FAQs, and interactive conversation flows, so your customers get instant, relevant support around the clock.

**Q: How does broadcast messaging work?**

Send marketing messages, transactional updates, and authentication OTPs to thousands at once. Manage the full broadcast workflow in one place - from template creation and Meta approval, to audience segmentation, personalisation, and scheduling.

**Q: Does Chakra charge any markup on template message fees?**

No. Chakra applies zero markup on template messages. You pay only the prevailing WhatsApp Meta messaging rates for successfully delivered messages - nothing more.

**Q: Can I connect multiple numbers in Chakra Chat?**

Yes. Chakra's plans support multiple numbers: Starter (2 numbers), Growth (5 numbers), and Advanced (12 numbers). Need more? Additional numbers beyond 12 are available at $2.99/number.

**Q: Is Chakra Chat secure for handling customer data?**

Yes. Chakra includes verification OTPs and secure data handling practices to keep your customer information protected and all transactions safe.

**Q: Can I track the performance of my campaigns and interactions?**

Yes. Chakra's built-in analytics give you detailed insights into campaign performance, customer interactions, and engagement metrics - helping you make data-driven decisions and continuously improve your strategy.

**Q: How does abandoned cart recovery work?**

Chakra lets you automatically send personalized reminders to customers who left items in their cart without completing a purchase. These timely nudges help recover lost sales and improve your overall conversion rate.

**Q: Can I integrate the tool with other platforms and systems?**

Yes. Chakra integrates with a wide range of CRM systems, e-commerce platforms, and business tools - ensuring smooth data flow across your stack and streamlining day-to-day operations.

**Q: What customer support does Chakra offer?**

We provide comprehensive support including tickets, chat and a knowledge base with detailed guides and tutorials. Our team is always on hand to help you resolve issues and get the most out of the platform.

**Q: How does the shared inbox feature work?**

The shared inbox gives your entire team a single, unified space to view, respond to, and assign customer chats. This ensures no message gets missed, queries are handled promptly, and team collaboration stays seamless.

**Q: Can I use Chakra's API to send WhatsApp messages from my own application?**

Yes. Chakra provides robust REST APIs and webhooks that let you send template and session messages, create and manage templates programmatically, and track all incoming events in real time.

**Q: Does Chakra have a partner program?**

Yes. Chakra offers an API Integration Partner Program designed for SaaS providers and technology partners. It enables you to onboard and manage clients, and embed WhatsApp Business Platform capabilities directly into your own applications.

**Q: Is Chakra Chat Available in My Country?**

Yes. Chakra is available globally, with over 2,000 businesses across 65+ countries already on the platform. Sign up from anywhere and set up your WhatsApp Business API account in minutes.

---

URL: https://chakrahq.com/product/chakra-chat/feature/bulk-messages.md

# Send, Schedule, and Automate WhatsApp Campaigns at Scale


Broadcast to thousands, personalise for each one. Build, schedule, and automate WhatsApp campaigns with native template management - and pay standard Meta rates with zero markup.


[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## WhatsApp: The most engaging communication channel

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

Send rich and engaging message formats on WhatsApp - photos, rich text, videos, documents, forms, e-commerce products & a lot more. Try them out below!

## Everything you need for WhatsApp Broadcast Campaigns

### Reach Customers With Targeted WhatsApp Broadcast Campaigns

**Broadcast Campaigns at Scale** Build and launch a broadcast campaign in just a few clicks - add your audience manually, by tags, or via bulk CSV upload.

**Boost Deliverability** Set message rate limits and let the smart queue system spread large broadcasts for optimal delivery speed and WhatsApp compliance.

**Custom Campaign Configurations** Schedule campaigns by exact date and time, and choose which connected WhatsApp number to send from.

### Native Template Management 

**Create & Manage Templates** Create templates across all categories - Marketing, Utility, Authentication, and Flows with automated Meta submission and approval sync.

**Interactive Template Elements** Add rich media including images, video, and documents, and enhance messages with footer notes and interactive buttons - quick replies, dynamic URLs, and call buttons.

**Add Personalization** Personalise every template with dynamic variable fields mapped to audience data like name, order ID, or any custom field.

### Audience Segmentation & Personalisation

**Contact Tags & Filters** Segment your audience using tags and filters to target specific customer groups across multiple campaigns.

**Personalize Messaging** Personalise template variables using audience list details or custom text to make every broadcast feel one-to-one.

**Contact Management** Manage your full contact and lead base from one place - add individually or upload in bulk via CSV.

### Workflow Campaigns & Automation

**Drip Campaigns** Build multi-step campaign workflows with delays, decision nodes, and conditional logic to guide customers through personalised journeys.

**Schedule Campaigns** Schedule workflow steps relative to time, date, or custom field values - and cancel or adjust scheduled steps at any point.

**Automate Campaign Workflows** Automatically retry failed messages due to ecosystem errors, update lead fields mid-campaign, and respect business hour settings for every send.

## Reach Every Customer With Targeted WhatsApp Broadcast Campaigns

Generic bulk campaigns don't convert. Chakra lets you segment, personalise, and automate multi-step campaigns - so every broadcast feels like a one-to-one conversation.

## Why Businesses Switch to WhatsApp Broadcast Campaigns

### Cut Through the Noise

WhatsApp messages get read. Reach your audience instantly with broadcasts that land directly in the conversation - not a crowded inbox or spam folder.

### Turn One Message Into a Journey

Go beyond a single blast with multi-step workflow campaigns that automatically follow up, nurture, and convert based on how customers respond.

### Stay Compliant, Stay Delivered

Pre-approved templates, smart message rate controls, and built-in compliance guardrails ensure your campaigns reach customers without risking your WhatsApp number.

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

## Frequently Asked Questions

**Q: Can I personalise a broadcast message even when sending to thousands of people?**

Yes. Every broadcast template supports dynamic variable fields — so you can automatically fill in each recipient's name, order ID, or any custom detail, making a mass message feel like it was written specifically for that person.

**Q: How do I make sure my broadcast doesn't get flagged or blocked by WhatsApp?**

Chakra uses Meta pre-approved templates for all broadcasts, and has a smart message queue that spreads large sends at a controlled rate. This keeps you within WhatsApp's compliance guidelines and protects your number's quality rating while ensuring high deliverability.

**Q: Can I send a series of follow-up messages automatically after the first broadcast?**

Yes. Drip campaign workflows let you build multi-step message sequences with time delays and conditional logic — so if a customer doesn't open or reply to the first message, a follow-up goes out automatically without any manual effort from your team.

**Q: Can I target specific groups of customers rather than messaging everyone?**

Yes. You can segment your audience using contact tags and filters before launching a campaign — so only the relevant group receives that particular message. This keeps campaigns targeted and avoids sending irrelevant messages to customers who aren't the right fit.

**Q: What happens if some messages fail to deliver during a large broadcast?**

Failed messages are automatically retried — Chakra detects ecosystem errors and re-queues those contacts without you having to manually identify and resend. You can also track delivery status for every contact in the campaign from the analytics dashboard.

**Q: How do I get a whatsapp business API account?**

Chakra is an Official Meta Business Partner, which means you can apply for a WhatsApp Business API account directly through us - quickly and in just a few simple steps.

**Q: How do I set up and start using Chakra Whatsapp?**

Getting started is straightforward. Follow our step-by-step onboarding guide at help.chakrahq.com/chat/getting-started, which walks you through connecting your WhatsApp account, setting up chatbots, and configuring your shared inbox. Our support team is also available to help at any stage.

**Q: Does Chakra support the WhatsApp Coexistence feature?**

Yes. Chakra supports Coexistence, allowing you to register an existing WhatsApp Business phone number directly on the WhatsApp Business Platform - so you can use both the app and API side by side.

**Q: Can I customize the chatbots for my business needs?**

Yes. You can fully tailor chatbots to handle queries specific to your business - including automated responses, FAQs, and interactive conversation flows, so your customers get instant, relevant support around the clock.

**Q: How does broadcast messaging work?**

Send marketing messages, transactional updates, and authentication OTPs to thousands at once. Manage the full broadcast workflow in one place - from template creation and Meta approval, to audience segmentation, personalisation, and scheduling.

**Q: Does Chakra charge any markup on template message fees?**

No. Chakra applies zero markup on template messages. You pay only the prevailing WhatsApp Meta messaging rates for successfully delivered messages - nothing more.

**Q: Can I connect multiple numbers in Chakra Chat?**

Yes. Chakra's plans support multiple numbers: Starter (2 numbers), Growth (5 numbers), and Advanced (12 numbers). Need more? Additional numbers beyond 12 are available at $2.99/number.

**Q: Is Chakra Chat secure for handling customer data?**

Yes. Chakra includes verification OTPs and secure data handling practices to keep your customer information protected and all transactions safe.

**Q: Can I track the performance of my campaigns and interactions?**

Yes. Chakra's built-in analytics give you detailed insights into campaign performance, customer interactions, and engagement metrics - helping you make data-driven decisions and continuously improve your strategy.

**Q: How does abandoned cart recovery work?**

Chakra lets you automatically send personalized reminders to customers who left items in their cart without completing a purchase. These timely nudges help recover lost sales and improve your overall conversion rate.

**Q: Can I integrate the tool with other platforms and systems?**

Yes. Chakra integrates with a wide range of CRM systems, e-commerce platforms, and business tools - ensuring smooth data flow across your stack and streamlining day-to-day operations.

**Q: What customer support does Chakra offer?**

We provide comprehensive support including tickets, chat and a knowledge base with detailed guides and tutorials. Our team is always on hand to help you resolve issues and get the most out of the platform.

**Q: How does the shared inbox feature work?**

The shared inbox gives your entire team a single, unified space to view, respond to, and assign customer chats. This ensures no message gets missed, queries are handled promptly, and team collaboration stays seamless.

**Q: Can I use Chakra's API to send WhatsApp messages from my own application?**

Yes. Chakra provides robust REST APIs and webhooks that let you send template and session messages, create and manage templates programmatically, and track all incoming events in real time.

**Q: Does Chakra have a partner program?**

Yes. Chakra offers an API Integration Partner Program designed for SaaS providers and technology partners. It enables you to onboard and manage clients, and embed WhatsApp Business Platform capabilities directly into your own applications.

**Q: Is Chakra Chat Available in My Country?**

Yes. Chakra is available globally, with over 2,000 businesses across 65+ countries already on the platform. Sign up from anywhere and set up your WhatsApp Business API account in minutes.

---

URL: https://chakrahq.com/product/chakra-chat/industry/travel-whatsapp-engagement.md

# Turn Every Travel Enquiry into a Confirmed Booking


Travellers decide fast and expect instant answers — Chakra Chat helps you meet them on WhatsApp, from first enquiry to post-trip follow-up



[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## From Dream Destination to Confirmed Trip, on WhatsApp

Chakra Chat brings your entire travel sales and support experience onto WhatsApp — so your team spends less time chasing enquiries and more time helping travellers plan trips they'll remember.

### Your AI Travel Assistant, Always Ready

**Smart Package Recommendations** When a traveller asks about a destination, your AI travel bot suggests the most relevant packages based on their preferences, budget, and travel dates — instantly.

**Booking Guidance on Chat **  Walk travellers through the entire booking process on WhatsApp — availability, inclusions, pricing, payment — without them needing to call or visit your website.

**FAQs, Handled Automatically** Visa requirements, cancellation policies, what's included in a package — your AI bot answers the most common questions instantly, 24 hours a day.

### Keep Travellers Engaged, Trip After Trip

**Deals & Destination Drops** Notify your leads about limited-time offers, new routes, and seasonal packages through rich WhatsApp broadcasts with images, itineraries, and quick-reply buttons.

**Drip Campaigns with Offers ** Build nurture journeys that send the right deal to the right traveller at the right time — based on where they've travelled, what they've enquired about, and when they last booked.

**Stage-Based Outreach** Automatically move travellers into relevant campaigns as their journey progresses — from initial enquiry to post-trip re-engagement for their next holiday.

### Support That Never Sleeps

**Instant Chat, Any Hour**  A mix of chatbot, AI reply bots, and live human agents ensures every traveller gets a response the moment they reach out — whether it's 2pm or 2am.

**Smart Agent Handoff** Routine queries go to the bot; complex itinerary changes, group bookings, or urgent travel issues are seamlessly transferred to your most available human agent.

**WhatsApp Calling for Urgent Needs** When a traveller is mid-trip and needs immediate help, switch from chat to a WhatsApp call without asking them to dial a separate number.

### Group Travel, Managed on WhatsApp

**WhatsApp Groups for Every Trip ** Create a dedicated WhatsApp group for each tour or travel package — add all travellers, share the itinerary, and keep everyone updated in real time.

**Instant Group Notifications** Flight time changes, hotel check-in details, pickup schedules — push updates to the entire group at once so no traveller is left guessing.

**Collaborative Trip Planning ** Let group members ask questions, confirm details, and stay connected with your team throughout the journey — making every trip feel personally managed.

## Built for travel. Felt from the first enquiry to the final boarding pass.

### Enquiry to Booking, Faster

Travellers get recommendations, pricing, and booking confirmation without ever leaving WhatsApp.



### No Lead Goes Cold

Automated drip campaigns and timely deal alerts keep every prospect warm until they're ready to book.



### Every Traveller, Always Informed

From booking confirmation to day-of reminders, travellers receive the right update at exactly the right moment.

### Support Without the Wait

AI bots and human agents work together so every traveller gets help instantly — no hold music, no missed messages.

### Group Trips, Zero Chaos

WhatsApp Groups keep every member of a tour updated, informed, and connected throughout the entire journey.



### Bring Them Back for the Next Trip

Post-travel follow-ups and personalised offers turn one-time bookers into loyal, repeat travellers.



## Built for scale. Proven across industries. Trusted by thousands.

Trusted by businesses across 65+ countries — from startup founders to enterprise teams — Chakra Chat is the platform behind every WhatsApp-first customer engagement strategy.

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

Every session, every reply, every automated flow — quietly working in the background, so your business never misses a moment that matters.

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

---

URL: https://chakrahq.com/product/chakra-chat/industry/whatsapp-solution-d2c.md

# WhatsApp API Built for D2C Brands to Sell More


From abandoned cart recovery to conversational commerce, Chakra Chat connects your D2C store to WhatsApp — automating every touchpoint across the customer journey. Drive more orders, reduce drop-offs, and support customers where they already are.


[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## Everything Your D2C Brand Needs on WhatsApp

### Shopify Store on WhatsApp

**Order & Shipping Alerts**  Auto-send order confirmation, dispatch, and delivery updates via WhatsApp the moment they happen in Shopify.

**Abandoned Cart Recovery ** Trigger personalised cart reminder messages to nudge customers back and complete their purchase.

**Returns & Refund Flows ** Let customers initiate and track return or refund requests directly over WhatsApp, without calling support.

### Promotions & Marketing Campaigns

**Broadcast Offers & Launches ** Send promotional messages, discount codes, and new product launches to segmented customer lists in one go.

**Back-in-Stock Alerts** Automatically notify interested customers the moment a product is available again, driving instant conversions.

**Campaign Workflows** Build multi-step marketing sequences with follow-ups, expiry reminders, and personalised re-engagement flows.

### Conversational Commerce & WhatsApp Catalog

**Catalog Sharing & Discovery **  Share your product catalog directly on WhatsApp so customers can browse, shortlist, and add items to cart in chat.

**AI-Powered Recommendations** Use AI agents to understand what a customer is looking for and suggest the right products in real time.

**Cart to Payment on WhatsApp** Complete the full purchase journey — product selection, cart, payment, and order confirmation — without leaving WhatsApp.

### Authentication & Transactional Messages

**OTP & Login Verification** Deliver one-time passwords for login and account verification instantly over WhatsApp with high open rates.

**COD Order Confirmation** Verify cash-on-delivery orders via WhatsApp OTP to reduce RTO and confirm genuine intent before dispatch.

**Delivery Verification** Confirm successful deliveries with a quick WhatsApp check, reducing disputes and improving last-mile accountability.

### Chatbot-Led Support Flows 

**Chatbot-Led Support Flows ** Deploy structured chatbot flows for order tracking, FAQs, and common queries — available 24/7 without agent effort.

**AI Agent Routing ** Use AI to detect customer intent and sentiment, and route conversations to the right agent type — sales, support, or FAQ.

**Click-to-WhatsApp Entry Points ** Add a WhatsApp button to your website and run Click-to-WhatsApp ads on Meta, Google, and TikTok to bring traffic directly into chat, with full source tracking.

## More Orders. Less Effort. All on WhatsApp.

### Carts Come Back

Recover abandoned purchases with a single timely WhatsApp message before the customer forgets.

### Deals Actually Land

Promotions on WhatsApp get read and clicked far more than email or SMS ever will.

### Sales Close Faster

Let customers browse, pick, and pay without ever leaving the WhatsApp conversation.

### Support Feels Instant

Chatbots and AI agents resolve queries in seconds, any time of day.

### No One's Left Guessing

Real-time order and delivery updates mean fewer support tickets and happier customers.

### Trust Builds Naturally

OTP verifications, COD confirmations, and delivery checks make every transaction feel secure.

## Built for scale. Proven across industries. Trusted by thousands.

Trusted by businesses across 65+ countries — from startup founders to enterprise teams — Chakra Chat is the platform behind every WhatsApp-first customer engagement strategy.

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

Every session, every reply, every automated flow — quietly working in the background, so your business never misses a moment that matters.

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

---

URL: https://chakrahq.com/product/chakra-sales/industry/e-commerce.md

# Manage B2B E-Commerce Sales with a No-Code CRM


Track reseller and distributor relationships, orders, and renewals in one CRM.
Automate follow-ups and nurture campaigns so your team closes faster.


[Sign Up](https://app.chakrahq.com/user/signup/sales-b2b) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-sales/pricing.md)

## Chakra Sales for E-Commerce — Key Use Cases

### Reseller & Distributor Pipeline

**Track every channel partner from onboarding to repeat orders** Manage resellers and distributors through a custom pipeline — prospecting, sample sent, first order, repeat — in a Kanban view.

**Centralised account history** Every call, email, order, and note in one timeline so any team member can pick up where another left off.

**Custom fields for order data** Store SKUs, order value, credit terms, and preferred category as structured fields on each account record.

### Custom Branding & White-Label CRM

**Your brand, your CRM** Apply your logo and brand colours to the CRM interface for a consistent experience when sharing reports with partners.

**Custom layouts for your product data** Configure detail screens to highlight the fields most relevant to your category — electronics, FMCG, apparel, or otherwise.

**Embeddable web forms** Capture reseller inquiries and onboarding details with branded web forms that feed directly into the CRM.

### Reorder & Renewal Campaigns

**Automated reorder reminders** Trigger email sequences to distributors when their estimated stock should be running low, based on average order frequency.

**Personalise by product category** Send targeted promotions for seasonal SKUs or new product launches to the most relevant segments of your reseller base.

**Track campaign-attributed revenue** Link email campaign engagement to closed deals to measure which nurture sequences drive the most reorders.

---

URL: https://chakrahq.com/product/chakra-sales/industry/fintech.md

# Scale Financial Services Sales Without the Complexity


A no-code CRM purpose-built for lending, wealth management, and fintech sales teams.
Track applications, automate follow-ups, and stay compliant — all from one platform.


[Sign Up](https://app.chakrahq.com/user/signup/sales-b2b) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-sales/pricing.md)

## Chakra Sales for FinTech — Key Use Cases

### Loan & Application Pipeline

**Track every application from inquiry to disbursement** Custom pipeline stages for your lending workflow — inquiry, KYC submitted, credit check, approved, disbursed — with full history.

**Custom fields for financial data** Store loan amount, tenure, interest rate, credit score, and document status as structured fields on each record.

**Automated disbursal reminders** Trigger internal tasks and customer notifications at each approval stage to keep applications moving.

### API & System Integrations

**Connect with your existing fintech stack** Use our open API and webhooks to sync data between Chakra CRM and your core banking, loan origination, or risk systems.

**Inbound lead capture from web forms** Embed no-code web forms on landing pages to capture loan inquiries directly into the CRM pipeline.

**Trigger automations on external events** Push events from your payment gateway or bureau to update lead status and trigger follow-up sequences automatically.

### Sales Reports & Revenue Forecasting

**Monitor disbursement targets vs actuals** Track how your team is performing against monthly loan disbursement or AUM targets with real-time dashboards.

**Funnel conversion analysis** Identify where applications drop off in your pipeline and take targeted action to improve conversion.

**Custom reports for compliance** Build reports that map to your internal audit and regulatory reporting requirements without writing SQL.

---

URL: https://chakrahq.com/product/chakra-sales/industry/insurance.md

# Close More Policies with a No-Code Insurance CRM


Track your entire policy pipeline — from lead to renewal — without IT support.
Automate follow-ups, renewals, and compliance tasks so agents focus on selling.


[Sign Up](https://app.chakrahq.com/user/signup/sales-b2b) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-sales/pricing.md)

## Chakra Sales for Insurance — Key Use Cases

### Policy Pipeline Tracking

**Full visibility from prospect to policy** Manage every stage of the insurance sales cycle — lead, quote sent, document verification, underwriting, policy issued — in a Kanban view.

**Custom fields for policy details** Capture policy type, premium amount, sum assured, and renewal date as custom fields on each deal record.

**Automated stage-based reminders** Trigger tasks for agents when a lead has been idle at a stage for too long, reducing stale pipeline.

### Renewal Automation

**Never miss a renewal date** Log policy expiry dates and automatically trigger email campaigns or agent tasks 30, 15, and 7 days before renewal.

**Segment by policy type and premium** Create targeted renewal campaigns for health, life, motor, or commercial policies with personalised messaging.

**Track renewal conversion rates** Report on renewal success by policy type, agent, and channel to identify where you lose customers.

### Agent Performance Reports

**Track every agent's pipeline and activities** See calls made, emails sent, policies closed, and revenue generated per agent in a single report.

**Custom dashboards for managers** Build branch-level or team-level dashboards to monitor performance without waiting for manual reports.

**Revenue forecasting** Use deal value and close probability to forecast premium income for the month, quarter, or year.

---

URL: https://chakrahq.com/product/chakra-sales/industry/education.md

# CRM Built for Education Institutions


Manage the full student lifecycle from inquiry to enrollment.
Track fee collections, admission pipelines, and counselor activity in one place.


[Sign Up](https://app.chakrahq.com/user/signup/sales-b2b) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-sales/pricing.md)

## Chakra Sales for Education — Key Use Cases

### Admissions Pipeline Management

**Track every applicant from inquiry to enrollment** Visualise your full admissions funnel with a Kanban board — move students from inquiry, application, interview, offer, to confirmed enrollment.

**Assign counselors automatically** Distribute inbound inquiries across your admissions team using round-robin or load-balanced assignment.

**Never miss a follow-up** Set automated reminders for counselors so every applicant gets a timely response at each stage.

### Fee Collection & Payment Tracking

**Log fee payments against student records** Track installment schedules, overdue amounts, and payment history for each student from a single record.

**Automated payment reminders via email** Set up drip email campaigns to remind students of upcoming fee deadlines without manual intervention.

**Custom fee structures per course** Create custom fields for each program's fee plan and track payments against them accurately.

### Email Nurture Campaigns

**Nurture prospective students with drip sequences** Set up automated email sequences that send course information, testimonials, and deadline reminders to unconverted leads.

**Personalise at scale** Use merge tags for the student's name, course of interest, and campus to make every email feel personal.

**Track open rates and link clicks** Know which students are engaging with your emails and follow up at the right moment.

---

URL: https://chakrahq.com/product/chakra-chat/industry/real-estate.md

# Close More Property Deals with WhatsApp Automation


Buyers today expect instant responses & personalised updates and they're already on WhatsApp. Chakra Chat helps real estate teams capture every lead, automate follow-ups, and manage the entire buyer journey — first enquiry to final booking, without the chaos.


[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## Built for real estate. Felt at every stage of the deal.

### Enquiry to Site Visit, Seamlessly

Buyers move from first message to confirmed visit without your team manually chasing every step.

### No Lead Goes Cold

Automated follow-ups and drip sequences keep every buyer warm, even when your agents are busy.

### Buyers Always in the Loop

From booking to payment milestones, buyers receive timely WhatsApp updates without anyone manually sending them.

### Your Agents, Unblocked

With chatbots handling routine queries, agents spend time on conversations that actually move deals forward.

### Sell from Anywhere

The mobile app keeps agents connected to leads, chats, and updates whether they're at the office or on-site.



### One View of Every Buyer

Every interaction, stage, and update lives in one place — so no detail is missed and no handoff is messy.

## Your Entire Property Sales Workflow, Running on WhatsApp

 From the moment a buyer fills out a form to the day they sign — Chakra Chat keeps your team organised, your leads warm, and your buyers informed at every step of their property journey.

###  Every Lead, One Place

**All Sources, One Pipeline** Whether a buyer finds you through Meta ads, Google, your website, or WhatsApp directly, every lead lands in one organised pipeline automatically.

**Custom Sales Stages** Build a workflow that reflects how your team actually sells — create stages, add custom fields, and automate actions as leads move forward.

**Follow-up Reminders** Set reminders so your agents never forget to follow up with a warm lead who visited a listing or attended an open house.

### Keep Buyers Warm, Automatically

**Drip Sequences for Property Leads** Send a series of WhatsApp messages — new listings, project updates, payment plan details — timed to keep buyers engaged without manual effort.

**Stage-Based Campaigns ** Automatically add or remove buyers from campaigns based on where they are in the journey, so communication always feels relevant and timely.

**End-to-End Buyer Updates** From the first enquiry to site visit confirmation, booking acknowledgment, and payment reminders — every milestone triggers an automatic WhatsApp update to the buyer.

### Smarter Enquiry Handling, Less Manual Work

**Chatbot for Incoming Enquiries ** When a buyer messages asking about a property, a chatbot instantly responds, qualifies their interest, and routes them to the right agent or project team.

**AI + Human Agent Handoff** Let AI handle common queries like pricing, availability, and amenities — and seamlessly transfer to a human agent when the conversation needs a personal touch.

**WhatsApp Calling for Deeper Conversations ** Use WhatsApp Calling API to move from chat to call without switching apps — ideal for serious buyers who need more than a text exchange.

### Site Visit Booking on Autopilot

**Book Visits on WhatsApp** Let interested buyers schedule a site visit directly through WhatsApp — no back and forth, no dropped leads, no separate booking tool needed.

**Guided Booking Flows ** Use WhatsApp Flows or chatbot sequences to walk buyers through selecting a project, date, and time slot in a clean, conversational experience.

**Automated Visit Reminders** Send automatic reminders to buyers before their site visit so your team always shows up to a confirmed, prepared appointment.

### Your Team, Always Connected

**Instant Chat & Lead Alerts** Get notified the moment a new chat or lead is assigned — so agents respond fast, even when they're out at a property or on-site.

**Manage Leads from Anywhere** Update buyer details, move leads through sales stages, and add notes directly from the mobile app — no need to be at a desk.

**Set Availability on the Go** Agents can mark themselves available, on break, or offline from the app — so incoming leads are always routed to someone ready to respond.

## Built for scale. Proven across industries. Trusted by thousands.

Trusted by businesses across 65+ countries — from startup founders to enterprise teams — Chakra Chat is the platform behind every WhatsApp-first customer engagement strategy.

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

Every session, every reply, every automated flow — quietly working in the background, so your business never misses a moment that matters.

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

---

URL: https://chakrahq.com/product/chakra-chat/industry/e-commerce.md

# Boost Online Sales with WhatsApp Commerce


Recover abandoned carts with automated reminders.
Send order updates & shipping notifications instantly.
Showcase products with a native WhatsApp catalog.
Collect payments with in-chat payment links.


[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## WhatsApp for E-Commerce — Key Use Cases

### Abandoned Cart Recovery

**Recover lost revenue automatically** Send timely WhatsApp reminders to customers who added items to their cart but did not complete the purchase.

**Personalise with product details** Include the exact product name, image, and a direct checkout link to make it effortless for customers to return.

**Multi-step recovery sequences** Set up a series of messages — 1 hour, 24 hours, and 48 hours — to maximise recovery rates.

### Order & Shipping Notifications

**Automated order confirmations** Trigger a WhatsApp message the moment an order is placed — no customer anxiety, no support calls.

**Real-time shipping updates** Keep customers informed at every stage: dispatched, in transit, and delivered.

**Return & refund status** Send proactive updates on return requests and refund processing to build customer trust.

### WhatsApp Product Catalog

**Showcase your products natively** Let customers browse your product catalog directly inside WhatsApp without leaving the app.

**Add to cart from the chat** Customers can select items, specify quantities, and send an order — all within the conversation.

**Sync with your store** Integrate with your e-commerce platform to keep product listings and inventory up to date automatically.

### In-Chat Payment Collection

**Send payment links on WhatsApp** Reduce checkout friction by sending a secure payment link directly in the chat — customers pay in one tap.

**Track payments in real time** Get instant notifications when a payment is completed and update your order management system automatically.

**COD-to-prepaid conversion** Convert cash-on-delivery orders to prepaid by sending a payment link with a small incentive, reducing RTO rates.

## WhatsApp: The most engaging communication channel

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

Send rich and engaging message formats on WhatsApp - photos, rich text, videos, documents, forms, e-commerce products & a lot more. Try them out below!

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

---

URL: https://chakrahq.com/product/chakra-chat/industry/education.md

# Enroll More Students with WhatsApp-Powered Admission Automation


From first enquiry to confirmed enrollment, Chakra Chat helps education brands automate their entire admission journey on WhatsApp. Qualify leads, nurture prospects, and keep students engaged — all from one platform.



[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## Built for admissions. Felt across the entire student journey.

### Higher Enrollment Rates

Convert more enquiries into confirmed admissions with timely, personalised WhatsApp engagement.

### Faster Lead Response

Respond to every student enquiry instantly — automated, 24/7, without adding headcount.

### Zero Lead Leakage

Capture every lead from every source in one place so no admission opportunity slips through.

### Reduced Counsellor Workload

Automate repetitive follow-ups and reminders so your team focuses on conversations that convert.

### Smarter Student Segmentation

Target the right students with the right message based on course interest, behaviour, and engagement.

### End-to-End Admission Visibility

Track every student from first touch to enrollment with a clear, stage-wise admission pipeline.

## Everything Your Admission Team Needs, Built on WhatsApp

Chakra Chat brings your entire student acquisition and admission workflow onto WhatsApp — from capturing the first lead to confirming the final enrollment, automated and at scale.

### Capture Every Admission Enquiry, Everywhere

**Meta & Google Ad Leads ** Auto-capture leads from Meta and Google ad campaigns directly into your admission pipeline, without manual entry.

**Click-to-WhatsApp & Web Forms ** Turn website visitors and ad clicks into WhatsApp conversations instantly, so no enquiry goes cold.

**Bulk & Manual Lead Creation** Import offline leads, walk-ins, or event registrations in bulk and manage them all in one place.

### Manage the Full Admission Journey

**Admission Sales Stages** Define custom stages for your admission funnel and move student leads through each step with clarity.

**Kanban Admission Pipeline** Visualise your entire admission pipeline on a Kanban board and track every prospect at a glance.

**Follow-up Reminders** Set automated reminders so your admission counsellors never miss a follow-up with a prospective student.

### Qualify Leads Intelligently on WhatsApp

**Chatbot Qualification Flows** Build structured WhatsApp chatbot flows to ask the right questions and qualify admission enquiries automatically.

**AI Agent for Free-Text Enquiries ** Let an AI agent handle unstructured student queries, understand intent, and qualify leads in natural conversation.

**Auto-Update Student Profiles** Capture responses from conversations and automatically update student lead fields — no manual data entry needed.

### Nurture Admission Prospects at Scale

**WhatsApp Drip Sequences** Build personalised admission outreach journeys that engage students over time with the right message at the right moment.

**Targeted Admission Campaigns** Segment prospective students by course interest, location, or engagement level and run smart broadcast campaigns.

**Smart Decision-Based Triggers** Use engagement signals — message read status, past responses, admission stage — to automatically trigger the most relevant outreach.

### Automate Admission Lifecycle & Meetings

**Stage-Wise Automated Notifications ** Send timely WhatsApp updates to students as they move through each stage of the admission process.

**Webinar & Meeting Bookings** Let students register for admission webinars or book 1-on-1 counselling sessions directly on WhatsApp.

**Omnichannel with WhatsApp Calling** Combine WhatsApp chat and calling to give students a seamless experience and boost counsellor conversion rates.

## Built for scale. Proven across industries. Trusted by thousands.

Trusted by businesses across 65+ countries — from startup founders to enterprise teams — Chakra Chat is the platform behind every WhatsApp-first customer engagement strategy.

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

Every session, every reply, every automated flow — quietly working in the background, so your business never misses a moment that matters.

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

---

URL: https://chakrahq.com/product/chakra-chat/solution/affiliate-partner-program.md

# Earn Up to 25% Commission Promoting Chakra Chat


Turn your audience, client base, or network into recurring revenue. Share Chakra Chat, refer clients, and earn a monthly commission for as long as their subscription stays active — no fees, no caps, no complexity.


[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## Everything you need for this solution

### Tiered Commissions

**Starter Plan** 15% commission on Starter-tier client subscriptions

**Growth Plan** 20% commission on Growth-tier client subscriptions (Most popular)

**Advanced Plan **  25% commission on Advanced-tier client subscriptions

### Reliable Tracking & Payouts

**90-Day Cookie Window** Referrals stay attributed to you for 90 days from first click

**Manual Code Fallback ** Clients can also apply your referral code directly at signup

**Monthly Bank Payouts **  Paid out every month once you cross the $25 threshold

### Built for Partner Success

**Partner Dashboard** Step-by-step resources to help you promote Chakra Chat effectively

**Dedicated Partner Support ** Direct ticket access to the partner team for any questions

**Dedicated Partner Support ** Step-by-step resources to help you promote Chakra Chat effectively

## Why Hundreds of Partners Choose Chakra Chat's Affiliate Program to Grow Revenue

###  Earn More, Every Month

Get up to 25% recurring commission on every active subscription — the longer your referrals stay, the more you make.

### Track Every Referral, Effortlessly

A 90-day cookie window and manual referral code fallback mean no lead ever slips through the cracks.

### Get Paid Without the Hassle

Hit the $25 threshold and receive reliable monthly bank payouts — no hidden fees, no complex processes.

## Built for scale. Proven across industries. Trusted by thousands.

Trusted by businesses across 65+ countries — from startup founders to enterprise teams — Chakra Chat is the platform behind every WhatsApp-first customer engagement strategy.

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

Every session, every reply, every automated flow — quietly working in the background, so your business never misses a moment that matters.

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

## Frequently Asked Questions

**Q: How do I get a whatsapp business API account?**

Chakra is an Official Meta Business Partner, which means you can apply for a WhatsApp Business API account directly through us - quickly and in just a few simple steps.

**Q: How do I set up and start using Chakra Whatsapp?**

Getting started is straightforward. Follow our step-by-step onboarding guide at help.chakrahq.com/chat/getting-started, which walks you through connecting your WhatsApp account, setting up chatbots, and configuring your shared inbox. Our support team is also available to help at any stage.

**Q: Does Chakra support the WhatsApp Coexistence feature?**

Yes. Chakra supports Coexistence, allowing you to register an existing WhatsApp Business phone number directly on the WhatsApp Business Platform - so you can use both the app and API side by side.

**Q: Can I customize the chatbots for my business needs?**

Yes. You can fully tailor chatbots to handle queries specific to your business - including automated responses, FAQs, and interactive conversation flows, so your customers get instant, relevant support around the clock.

**Q: How does broadcast messaging work?**

Send marketing messages, transactional updates, and authentication OTPs to thousands at once. Manage the full broadcast workflow in one place - from template creation and Meta approval, to audience segmentation, personalisation, and scheduling.

**Q: Does Chakra charge any markup on template message fees?**

No. Chakra applies zero markup on template messages. You pay only the prevailing WhatsApp Meta messaging rates for successfully delivered messages - nothing more.

**Q: Can I connect multiple numbers in Chakra Chat?**

Yes. Chakra's plans support multiple numbers: Starter (2 numbers), Growth (5 numbers), and Advanced (12 numbers). Need more? Additional numbers beyond 12 are available at $2.99/number.

**Q: Is Chakra Chat secure for handling customer data?**

Yes. Chakra includes verification OTPs and secure data handling practices to keep your customer information protected and all transactions safe.

**Q: Can I track the performance of my campaigns and interactions?**

Yes. Chakra's built-in analytics give you detailed insights into campaign performance, customer interactions, and engagement metrics - helping you make data-driven decisions and continuously improve your strategy.

**Q: How does abandoned cart recovery work?**

Chakra lets you automatically send personalized reminders to customers who left items in their cart without completing a purchase. These timely nudges help recover lost sales and improve your overall conversion rate.

**Q: Can I integrate the tool with other platforms and systems?**

Yes. Chakra integrates with a wide range of CRM systems, e-commerce platforms, and business tools - ensuring smooth data flow across your stack and streamlining day-to-day operations.

**Q: What customer support does Chakra offer?**

We provide comprehensive support including tickets, chat and a knowledge base with detailed guides and tutorials. Our team is always on hand to help you resolve issues and get the most out of the platform.

**Q: How does the shared inbox feature work?**

The shared inbox gives your entire team a single, unified space to view, respond to, and assign customer chats. This ensures no message gets missed, queries are handled promptly, and team collaboration stays seamless.

**Q: Can I use Chakra's API to send WhatsApp messages from my own application?**

Yes. Chakra provides robust REST APIs and webhooks that let you send template and session messages, create and manage templates programmatically, and track all incoming events in real time.

**Q: Does Chakra have a partner program?**

Yes. Chakra offers an API Integration Partner Program designed for SaaS providers and technology partners. It enables you to onboard and manage clients, and embed WhatsApp Business Platform capabilities directly into your own applications.

**Q: Is Chakra Chat Available in My Country?**

Yes. Chakra is available globally, with over 2,000 businesses across 65+ countries already on the platform. Sign up from anywhere and set up your WhatsApp Business API account in minutes.

---

URL: https://chakrahq.com/product/chakra-chat/solution/integration-partner-program-whatsapp.md

# Your Platform. Your UI. Native WhatsApp



Give your customers native WhatsApp messaging without building it yourself. Embed onboarding, manage hundreds of clients, and automate messaging — all through one API key, with zero markup on Meta's charges.


[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## Everything you need for this solution

From onboarding to ongoing automation, the Partner Solution gives you API-first control over every client's WhatsApp presence — without ever sending them to a separate dashboard.

### Embedded Signup

**No Redirects** Customers connect their WhatsApp number and WABA directly inside your UI.

**Programmatic Control ** Create and manage channels, WABAs, and numbers via API.

**Plugin-Based Routing ** Control each client's WhatsApp channel independently through plugins.

### Multi-Client Management

**Single API Key** Send messages across every client WABA with one credential.

**Centralized Gateway** Manage hundreds of accounts without juggling separate logins.

**Smart Webhook Routing** Every incoming payload includes the WABA ID for instant identification.

### Automate at Scale

**Broadcast & Templates ** Send campaigns and manage chat sessions with rich media.

**Bots & Flows** Configure chatbots, agent routing, and WhatsApp Flows programmatically.

**Webhook Events** Listen to incoming messages and sync leads to your own systems in real time.

## Everything You Need to Run WhatsApp at Partner Scale

### Zero Markup

No markup on Meta's template messaging charges — save over 20–25%

### Built for Scale

One subscription covers up to 12 numbers, with transparent per-number pricing beyond that.

### You Own the Data

All conversation and contact data belongs to you — export anytime via webhooks.


## Built for scale. Proven across industries. Trusted by thousands.

Trusted by businesses across 65+ countries — from startup founders to enterprise teams — Chakra Chat is the platform behind every WhatsApp-first customer engagement strategy.

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

Every session, every reply, every automated flow — quietly working in the background, so your business never misses a moment that matters.

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

## Frequently Asked Questions

**Q: How do I get a whatsapp business API account?**

Chakra is an Official Meta Business Partner, which means you can apply for a WhatsApp Business API account directly through us - quickly and in just a few simple steps.

**Q: How do I set up and start using Chakra Whatsapp?**

Getting started is straightforward. Follow our step-by-step onboarding guide at help.chakrahq.com/chat/getting-started, which walks you through connecting your WhatsApp account, setting up chatbots, and configuring your shared inbox. Our support team is also available to help at any stage.

**Q: Does Chakra support the WhatsApp Coexistence feature?**

Yes. Chakra supports Coexistence, allowing you to register an existing WhatsApp Business phone number directly on the WhatsApp Business Platform - so you can use both the app and API side by side.

**Q: Can I customize the chatbots for my business needs?**

Yes. You can fully tailor chatbots to handle queries specific to your business - including automated responses, FAQs, and interactive conversation flows, so your customers get instant, relevant support around the clock.

**Q: How does broadcast messaging work?**

Send marketing messages, transactional updates, and authentication OTPs to thousands at once. Manage the full broadcast workflow in one place - from template creation and Meta approval, to audience segmentation, personalisation, and scheduling.

**Q: Does Chakra charge any markup on template message fees?**

No. Chakra applies zero markup on template messages. You pay only the prevailing WhatsApp Meta messaging rates for successfully delivered messages - nothing more.

**Q: Can I connect multiple numbers in Chakra Chat?**

Yes. Chakra's plans support multiple numbers: Starter (2 numbers), Growth (5 numbers), and Advanced (12 numbers). Need more? Additional numbers beyond 12 are available at $2.99/number.

**Q: Is Chakra Chat secure for handling customer data?**

Yes. Chakra includes verification OTPs and secure data handling practices to keep your customer information protected and all transactions safe.

**Q: Can I track the performance of my campaigns and interactions?**

Yes. Chakra's built-in analytics give you detailed insights into campaign performance, customer interactions, and engagement metrics - helping you make data-driven decisions and continuously improve your strategy.

**Q: How does abandoned cart recovery work?**

Chakra lets you automatically send personalized reminders to customers who left items in their cart without completing a purchase. These timely nudges help recover lost sales and improve your overall conversion rate.

**Q: Can I integrate the tool with other platforms and systems?**

Yes. Chakra integrates with a wide range of CRM systems, e-commerce platforms, and business tools - ensuring smooth data flow across your stack and streamlining day-to-day operations.

**Q: What customer support does Chakra offer?**

We provide comprehensive support including tickets, chat and a knowledge base with detailed guides and tutorials. Our team is always on hand to help you resolve issues and get the most out of the platform.

**Q: How does the shared inbox feature work?**

The shared inbox gives your entire team a single, unified space to view, respond to, and assign customer chats. This ensures no message gets missed, queries are handled promptly, and team collaboration stays seamless.

**Q: Can I use Chakra's API to send WhatsApp messages from my own application?**

Yes. Chakra provides robust REST APIs and webhooks that let you send template and session messages, create and manage templates programmatically, and track all incoming events in real time.

**Q: Does Chakra have a partner program?**

Yes. Chakra offers an API Integration Partner Program designed for SaaS providers and technology partners. It enables you to onboard and manage clients, and embed WhatsApp Business Platform capabilities directly into your own applications.

**Q: Is Chakra Chat Available in My Country?**

Yes. Chakra is available globally, with over 2,000 businesses across 65+ countries already on the platform. Sign up from anywhere and set up your WhatsApp Business API account in minutes.

---

URL: https://chakrahq.com/product/chakra-chat/integration/shopify-whatsapp-integration.md

# Connect Shopify to WhatsApp and Sell More


Chakra Chat connects your Shopify store to WhatsApp in minutes — no code needed. Automate order updates, recover abandoned carts, and run marketing campaigns directly on WhatsApp, all from a single platform.



[Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp) · [Schedule Demo](https://calendly.com/chakrahq/demo) · [Pricing](https://chakrahq.com/product/chakra-chat/pricing.md)

## Keep Every Shopify Customer Informed in Real Time

From order confirmations to cart recovery to personalised promotions — Chakra Chat's Shopify integration automates every customer touchpoint on WhatsApp. Set it up once and let it run.

### Real-Time Order Updates

**Live Order Alerts** Automatically send WhatsApp notifications at every order stage — confirmed, payment received, in transit, and delivered.

**Always-On Engagement** Keep customers informed without any manual effort, reducing support queries and building post-purchase trust.

### Abandoned Cart Recovery

**Automated Cart Reminders** Trigger WhatsApp messages to customers who left without buying — runs on autopilot with zero manual intervention.

**Recover Up to 60% of Carts** Bring customers back with personalised reminders that include product names, images, and a direct link to checkout.

### WhatsApp Marketing from Shopify

**Rich Promotional Messages** Send product carousels, offer banners, and launch announcements using interactive WhatsApp message templates.

**Personalised at Scale ** Use order IDs, customer names, and product images to make every marketing message feel relevant and timely.

### Simple Setup & Authentication

**No-Code Shopify Plugin ** Install the Chakra Shopify plugin, configure your events, and go live — no developers, no complex setup, clear guides throughout.

**Built-In Authentication** Send OTP messages for login verification, COD order confirmation, and delivery authentication directly over WhatsApp.

## Your Shopify Store Works Harder on WhatsApp

###  Orders Stay Visible

Keep customers informed at every stage — confirmation, dispatch, and delivery — without a single manual message.

### Carts Come Back 

Automatically recover abandoned carts with timely WhatsApp nudges, no manual follow-up needed.


### Promotions Convert Better

Send rich product messages with images, carousels, and CTAs that drive clicks and purchases on WhatsApp.

## WhatsApp: The most engaging communication channel

- **2000+** Customers

- **65+** Countries

- **200M+** Messages Sent

- **2M+ ** Chatbot Sessions

- **1M+ ** AI Responses

## Get Started With WhatsApp API in few Steps

No technical setup, no long onboarding. Be live on WhatsApp API and sending messages in under 15 minutes.

1. **Chakra Chat Sign Up** — Create a Chakra Chat Account

2. **Connect WABA Number** — Embedded Signup to connect WABA & Number

3. **Chakra Chat Subscription** — Subscribe to Chakra Subscription plan

4. **Start Engaging Customers** — Start conversations, template message broadcasts

5. **Set up Advanced Features** — Setup Auto reply bot, AI agents, WhatsApp Calling

6. **Setup Metrics & Reports** — Track Campaign Delivery, Chat Response Time

[Get Started with WhatsApp API Setup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

## Frequently Asked Questions

**Q: How do I get a whatsapp business API account?**

Chakra is an Official Meta Business Partner, which means you can apply for a WhatsApp Business API account directly through us - quickly and in just a few simple steps.

**Q: How do I set up and start using Chakra Whatsapp?**

Getting started is straightforward. Follow our step-by-step onboarding guide at help.chakrahq.com/chat/getting-started, which walks you through connecting your WhatsApp account, setting up chatbots, and configuring your shared inbox. Our support team is also available to help at any stage.

**Q: Does Chakra support the WhatsApp Coexistence feature?**

Yes. Chakra supports Coexistence, allowing you to register an existing WhatsApp Business phone number directly on the WhatsApp Business Platform - so you can use both the app and API side by side.

**Q: Can I customize the chatbots for my business needs?**

Yes. You can fully tailor chatbots to handle queries specific to your business - including automated responses, FAQs, and interactive conversation flows, so your customers get instant, relevant support around the clock.

**Q: How does broadcast messaging work?**

Send marketing messages, transactional updates, and authentication OTPs to thousands at once. Manage the full broadcast workflow in one place - from template creation and Meta approval, to audience segmentation, personalisation, and scheduling.

**Q: Does Chakra charge any markup on template message fees?**

No. Chakra applies zero markup on template messages. You pay only the prevailing WhatsApp Meta messaging rates for successfully delivered messages - nothing more.

**Q: Can I connect multiple numbers in Chakra Chat?**

Yes. Chakra's plans support multiple numbers: Starter (2 numbers), Growth (5 numbers), and Advanced (12 numbers). Need more? Additional numbers beyond 12 are available at $2.99/number.

**Q: Is Chakra Chat secure for handling customer data?**

Yes. Chakra includes verification OTPs and secure data handling practices to keep your customer information protected and all transactions safe.

**Q: Can I track the performance of my campaigns and interactions?**

Yes. Chakra's built-in analytics give you detailed insights into campaign performance, customer interactions, and engagement metrics - helping you make data-driven decisions and continuously improve your strategy.

**Q: How does abandoned cart recovery work?**

Chakra lets you automatically send personalized reminders to customers who left items in their cart without completing a purchase. These timely nudges help recover lost sales and improve your overall conversion rate.

**Q: Can I integrate the tool with other platforms and systems?**

Yes. Chakra integrates with a wide range of CRM systems, e-commerce platforms, and business tools - ensuring smooth data flow across your stack and streamlining day-to-day operations.

**Q: What customer support does Chakra offer?**

We provide comprehensive support including tickets, chat and a knowledge base with detailed guides and tutorials. Our team is always on hand to help you resolve issues and get the most out of the platform.

**Q: How does the shared inbox feature work?**

The shared inbox gives your entire team a single, unified space to view, respond to, and assign customer chats. This ensures no message gets missed, queries are handled promptly, and team collaboration stays seamless.

**Q: Can I use Chakra's API to send WhatsApp messages from my own application?**

Yes. Chakra provides robust REST APIs and webhooks that let you send template and session messages, create and manage templates programmatically, and track all incoming events in real time.

**Q: Does Chakra have a partner program?**

Yes. Chakra offers an API Integration Partner Program designed for SaaS providers and technology partners. It enables you to onboard and manage clients, and embed WhatsApp Business Platform capabilities directly into your own applications.

**Q: Is Chakra Chat Available in My Country?**

Yes. Chakra is available globally, with over 2,000 businesses across 65+ countries already on the platform. Sign up from anywhere and set up your WhatsApp Business API account in minutes.

---

URL: https://chakrahq.com/help/learning-centre/whatsapp-business/reset-whatsapp-business-app.md.md

**Steps to Reset:**

Simple Steps to Delete your existing WhatsApp Business App and Creating a New one.

**Warning**: You'll lose access to your old account, so **back up chats first**. This can't be undone easily.

Step 1: **Back Up Your Chat History (Important!)** 
[https://faq.whatsapp.com/1144861179456352](https://faq.whatsapp.com/1144861179456352)

- Open WhatsApp Business on your phone.
- Go to Settings (bottom right on Android; top right on iOS).
- Tap Chats > Chat backup.
- Connect to Google Drive (Android) or iCloud (iOS) if not already.
- Tap Back up to save everything. Do a manual backup now.
- Why? This saves your messages, media, and contacts so you can restore them later.

Step 2: **Delete Your account (Delete/Remove Your Account)** [https://faq.whatsapp.com/2138577903196467/?cms\_platform=android](https://faq.whatsapp.com/2138577903196467/?cms_platform=android)

- In the app, go to Settings > Account.
- Scroll to Delete my account.
- Enter your phone number and confirm.
- Follow prompts to delete - it may take a few minutes.
- Your account is gone from WhatsApp's servers. You're fully logged out.

Step 3: **Re-Onboard (Create a New Account)** [https://faq.whatsapp.com/1344487902959714](https://faq.whatsapp.com/1344487902959714)

- Uninstall and reinstall the WhatsApp Business app from your app store (Google Play or App Store).
- Open the app and agree to terms.
- Verify your phone number (use the same or a new one—same works for a fresh start).
- Set up your business profile (name, description, etc.).
- When asked, restore from your backup (from Step 1) to get your chats back.

**Quick Tips**

- Time: 10-20 minutes total
- Support: If stuck, check WhatsApp Help in the app or visit [faq.whatsapp.com](http://faq.whatsapp.com/).
- Test: After setup, send a test message to confirm it works.

---

URL: https://chakrahq.com/help/learning-centre/whatsapp-business-api/whatsapp-business-api-introduction.md.md

## What Is the WhatsApp Business API?

**TL;DR:** The WhatsApp Business API (officially the "WhatsApp Business Platform") lets medium and large businesses send and receive WhatsApp messages programmatically — through a CRM, helpdesk, or dashboard — instead of a phone app. Unlike the free WhatsApp Business App, it has no built-in interface, supports multiple agents and automation, and is billed per message rather than per download. As of 2025, it runs exclusively on Meta's Cloud API; the older On-Premises API has been retired.

---

## WhatsApp Business App vs. WhatsApp Business API

Most businesses start with the free WhatsApp Business App and outgrow it. Here's the real difference:

|  | WhatsApp Business App | WhatsApp Business API (Cloud API) |
| --- | --- | --- |
| Cost | Free | Pay per message sent (see pricing below) |
| Interface | Mobile app | None — needs a dashboard/CRM like Chakra Chat |
| Team access | One device, limited linked devices | Multiple agents, role-based access |
| Automation | Basic away messages, quick replies | Chatbots, workflows, API-triggered sends |
| Message volume | Manual, low volume | Built for scale — thousands of conversations |
| Best for | Solo owners, very small teams | Growing teams, e-commerce, support at scale |

If you're regularly missing messages because more than one person needs to reply, or you want to trigger messages automatically from an order or booking system, that's the point to move to the API. [See how Chakra's shared inbox handles this](https://chakrahq.com/product/chakra-chat/feature/shared-team-inbox).

---

## How the WhatsApp Business API actually works

There's no app to download. Instead, the flow looks like this:

1. **You (or your provider) create a Meta app and connect a WhatsApp Business Account (WABA)** through Meta's App Dashboard.
2. **You verify your business** on Meta Business Manager and register a phone number — this number can no longer also run the consumer WhatsApp Business App unless you use [WhatsApp Coexistence](https://chakrahq.com/help/learning-centre/whatsapp-business-api/all-about-whatsapp-coexistence).
3. **You send messages through Meta's Cloud API**, either by writing direct API calls or, far more commonly, through a Business Solution Provider (BSP) dashboard like Chakra that handles the technical layer for you.
4. **Two message types govern what you can send:** if a customer messages you first, you get a 24-hour window to reply with anything. If you want to message first, it must be a pre-approved [message template](https://chakrahq.com/help/learning-centre/whatsapp-business-api/message-template-basics).

For the exact developer-level setup steps (app creation, access tokens, webhooks), [Meta's own get-started guide](https://developers.facebook.com/documentation/business-messaging/whatsapp/get-started) covers registering as a developer, creating a Meta app, and sending your first message worth bookmarking if your team is doing the integration itself rather than through a BSP.

**Getting set up with Chakra takes a different path** — no code required. [Follow our 3-step setup guide](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide) to connect your number and send your first broadcast.

---

## Cloud API vs. On-Premises API — this has changed

Older guides (including our own previous version of this page) describe a choice between Meta's Cloud API and an On-Premises API you host yourself. **That choice no longer exists.** Meta deprecated the On-Premises API in October 2023 and it was fully retired on October 23, 2025 — it can no longer send or receive messages at all. Every WhatsApp Business API integration today, whether built in-house or through a BSP, runs on Cloud API.

If you or a previous developer set this up years ago and it's stopped working, that's very likely why — and migrating to Cloud API is the only fix.

---

## Pricing: what changed in 2025

Pricing used to be based on 24-hour "conversation" windows. That model is deprecated. Since July 1, 2025, WhatsApp bills **per message template sent**, not per conversation, across three categories:

- **Marketing** — promotions, offers, re-engagement. Highest cost per message.
- **Utility** — order updates, delivery notifications, account alerts.
- **Authentication** — OTPs and login verification.

Two other changes worth knowing: service messages (replies within the 24-hour customer-initiated window) have been free since November 2024, and utility templates sent inside an open service window became free from April 2025. Exact per-message rates vary by recipient country and change periodically — check [Meta's current rate card](https://developers.facebook.com/documentation/business-messaging/whatsapp/pricing/) rather than relying on a fixed number in any blog post, including this one. For a full breakdown by category and region, see our dedicated [Pricing & Charges guide](https://chakrahq.com/help/learning-centre/whatsapp-business-api/pricing-charges).

Chakra applies zero markup on template message fees — you pay Meta's rate, nothing added.

---

## What can you actually do with it?

- **Order and delivery updates** sent automatically from your store or CRM
- **Multi-agent support** where a whole team shares one number without losing context — see [Chakra's shared team inbox](https://chakrahq.com/product/chakra-chat/feature/shared-team-inbox)
- **Chatbots and automated flows** for FAQs, lead qualification, and after-hours coverage — see [Chakra's chatbot builder](https://chakrahq.com/product/chakra-chat/feature/chatbot-builder)
- **Broadcast campaigns** to opted-in customers for offers, reminders, and re-engagement
- **Catalog and commerce messages** so customers can browse and buy inside the chat — see [WhatsApp Catalog & Commerce](https://chakrahq.com/product/chakra-chat/feature/ecommerce-product-catalog)
- **Authentication** — OTPs and login confirmation, often cheaper and faster to open than SMS

---

## Common misconceptions

**"You need a developer to use it."** Not with a BSP. The raw API requires code; a dashboard like Chakra handles the technical layer so your team sends messages the same way they'd use any support tool.

**"It replaces your existing WhatsApp number."** It doesn't have to — [WhatsApp Coexistence](https://chakrahq.com/help/learning-centre/whatsapp-business-api/all-about-whatsapp-coexistence) lets you register your current number for the API while still using the consumer app alongside it.

**"It's only for large enterprises."** The API itself has no minimum size requirement. What determines whether you need it is message volume and team size, not company size — a two-person support team fielding 60+ chats a day outgrows the app just as fast as an enterprise does.

**"Setup takes weeks."** Business verification through Meta is usually the longest step, and even that has gotten faster. With embedded signup through a BSP, connecting a number typically takes minutes, not weeks.

---

## Getting started

1. [Connect your number via Embedded Signup](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)
2. [Create your first message template](https://chakrahq.com/help/learning-centre/whatsapp-business-api/message-template-basics)
3. Set up your [shared team inbox](https://chakrahq.com/product/chakra-chat/feature/shared-team-inbox) or [chatbot](https://chakrahq.com/product/chakra-chat/feature/chatbot-builder)

Related reading: [WhatsApp Business Accounts (WABA) explained](https://chakrahq.com/help/learning-centre/whatsapp-business-api/whatsapp-business-accounts-waba) · [Compliance, policies & consent](https://chakrahq.com/help/learning-centre/whatsapp-business-api/understanding-compliance-policies-and-consent) · [WhatsApp API Glossary](https://chakrahq.com/help/learning-centre/whatsapp-business-api/whatsapp-business-api-glossary)

---

*Sources: Meta for Developers — [Get Started guide](https://developers.facebook.com/documentation/business-messaging/whatsapp/get-started), [On-Premises API sunset notice](https://developers.facebook.com/docs/whatsapp/on-premises/sunset), [Pricing documentation](https://developers.facebook.com/documentation/business-messaging/whatsapp/pricing/). Page last verified August 2026.*

---

URL: https://chakrahq.com/help/learning-centre/whatsapp-business/whatsapp-business-introduction.md.md

# WhatsApp Business App

The WhatsApp Business app is designed specifically for small businesses and entrepreneurs who want to communicate professionally with customers directly from their smartphones. Unlike the regular WhatsApp app, it adds business features like a professional profile, automated messages, and customer labels - all while remaining completely free.

This guide covers everything you need to know about WhatsApp Business, who should use it, and how it compares to other WhatsApp solutions.

## What is WhatsApp Business?

WhatsApp Business is a free mobile application developed by Meta (Facebook's parent company) specifically for small business owners and solo entrepreneurs. It transforms WhatsApp from a personal messaging app into a professional customer communication tool - without requiring technical setup, integrations, or monthly fees.

Think of it as WhatsApp with business superpowers built in. You still get all the messaging capabilities of regular WhatsApp (text, images, videos, voice messages), but you also get business-specific tools that help you manage customer conversations professionally.

### What WhatsApp Business does

**1. Creates a professional business profile**

Instead of a personal name and profile photo, customers see your business name, logo, description, website, email, address, and business hours. It's like having a digital business card in the chat window.

**2. Enables quick replies**

Save common answers to frequently asked questions and send them with one tap. For example, "What's your delivery area?" or "How do I track my order?" get instant, consistent responses.

**3. Provides away messages**

Set automatic greetings for when customers message outside your business hours. Example: "Thanks for messaging! We're closed right now, but we'll reply during business hours (Mon–Fri, 9 AM–6 PM)."

**4. Organizes conversations with labels**

Tag chats as "Pending", "Resolved", "Follow-up", "VIP", etc. This helps you prioritize and track customer issues without getting lost in a long chat list.

**5. Allows business descriptions**

Tell customers what you do in a short, searchable description. Example: "30-minute grocery delivery" or "Book beauty appointments here."

**6. Stores customer information**

Keep notes and details about each customer in the contact card without needing a separate CRM. Add tags, phone numbers, emails, and business info.

### Who uses WhatsApp Business?

- Solo entrepreneurs and freelancers
- Small retail shops and boutiques
- Salons, spas, and wellness clinics
- Restaurants and cafes
- Plumbers, electricians, and handymen
- Personal coaches and tutors
- Local service providers

These are businesses where one person (or a very small team) can manage customer chats from a single phone.

## How is it Different from Regular WhatsApp?

The regular WhatsApp app is built for personal use - messaging friends, family, and groups. The WhatsApp Business app is redesigned for professional customer communication. Here's the detailed comparison:

### Comparison Table

| Feature | WhatsApp (Personal) | WhatsApp Business |
| --- | --- | --- |
| Profile | Personal name + personal photo | Business name + business logo |
| Use case | Friends, family, personal groups | Customer communication for small businesses |
| Profile info | Status message, profile photo, "About" text | Business description, website, email, address, hours, category |
| Business features | None | Yes (full suite for small business) |
| Quick replies | Not available | Yes (save FAQs for instant send) |
| Automated messages | Only manual replies | Greeting message + away message + quick replies |
| Customer organization | Just a chat list (hard to organize) | Full chat list + labels/tags |
| Labels/tags | Not available | Yes (create custom tags) |
| Away message | Not available | Yes (scheduled or manual) |
| Business hours | Not available | Yes (set operating hours) |
| Analytics | None (basic message count only) | Basic (message delivery, response times) |
| Cost | Free | Free |

### Use case Comparison

**Personal WhatsApp (Solopreneur):**

- Customer messages: "Hi, do you offer weekend appointments?"
- You're away, the customer sees nothing. When you return hours later, you manually type: "Yes, we're open Sat–Sun, 10 AM–5 PM."
- Other customers messaging with the same question get the same delay, same manual response.
- You have no organized way to track follow-ups or pending issues.

**WhatsApp Business (Solopreneur with Business app):**

- Customer messages: "Hi, do you offer weekend appointments?"
- Instantly, they see an automated away message: "Thanks for contacting us! We're open Mon–Fri, 9–5, and Sat–Sun, 10–5. We'll reply shortly."
- You've saved a quick reply: "Yes, we're open Sat–Sun, 10 AM–5 PM." Send with one tap.
- You label this chat as "Booking" for easy follow-up.
- Later, you see analytics showing 30% of messages come on weekends - maybe you should extend hours.

The second scenario is more professional, faster, and less stressful.

### Key business features in WhatsApp Business

**Quick Replies**

Save templates for common questions and send them instantly instead of typing the same answer repeatedly.

Examples:

- "What's your delivery time?" → "We deliver within 1–2 hours in your area."
- "Do you have this in XL?" → "Yes, we have all sizes in stock. Happy to help!"
- "Are you open today?" → "Yes! We're open 10 AM–8 PM today."

You can set up 10+ quick replies and access them from a menu without typing.

**Automated Away Message**

When you're busy or away, customers automatically receive a greeting and away message instead of silence.

Example greeting message:

> "Welcome to XYZ Salon! Thanks for reaching out. We're here to help with appointments, services, and questions. For quick replies, check the menu button (☰)."

Example away message:

> "Thanks for your message! We're currently serving other clients. We'll get back to you as soon as possible - usually within 30 minutes during business hours (9 AM–6 PM, Mon–Sat)."

**Labels (Custom Tags)**

Organize your chat list so you don't lose important conversations.

Common labels:

- "Booking" (customer wants to schedule)
- "Complaint" (issue to resolve)
- "Pending payment" (awaiting payment)
- "VIP" (important customer)
- "Follow-up" (needs action)
- "Resolved" (issue closed)

When you label a chat, it appears in a filtered view. You can quickly see all your pending bookings or complaints at a glance.

**Business Profile**

Your profile is the first thing customers see when they open a chat with you. Make it count.

What you can add:

- Business name (what customers see in chats)
- Logo/avatar (your brand icon)
- Description (what you do: "Fresh groceries, same-day delivery")
- Website (clickable link)
- Email address (customers can tap to email)
- Business hours (customers see if you're open)
- Address (store location, with map link)
- Category (e.g., "Retail Store", "Salon", "Restaurant")

Example profile:

- **Business name:** Fresh Greens Grocery
- **Logo:** Green leaf icon
- **Description:** Organic vegetables & groceries delivered daily
- **Website:** [www.freshgreens.local](http://www.freshgreens.local)
- **Email:** [hello@freshgreens.local](mailto%2525255C%2525253Ahello%25252540freshgreens.local)
- **Hours:** Mon–Sun, 7 AM–9 PM
- **Address:** Downtown Market, Main St
- **Category:** Grocery Store

When a customer taps your profile, they see all this information - building trust and making it easy to learn about you.

**Analytics (Basic)**

WhatsApp Business shows simple analytics about your messaging:

- Message delivery rate (how many messages were sent successfully)
- Read rate (how many were read by customers)
- Response time (how long it takes you to reply)

This helps you understand how you're doing with customers. If your read rate is low, maybe your messages aren't relevant. If response time is high, you might be losing customers.

## Who Should Use WhatsApp Business?

**Types of Businesses and Use Cases**

WhatsApp Business works best for small businesses where a single person or small team can handle customer communication from one phone. Here's who benefits most:

### Solo Service Providers

**Fitness Coaches & Trainers**

- Send workout reminders and form check-ins via quick replies
- Manage appointment bookings
- Use away messages to set expectations outside training hours
- Label clients as "Active", "On Hold", "Need Follow-up"
- Example automation: "Hi \\[Name]! Your class is tomorrow at 6 PM. See you then! 💪"

**Photographers & Videographers**

- Confirm bookings and provide shooting details
- Share photo previews
- Collect customer info and preferences
- Send invoice reminders

**Freelance Writers, Designers, Developers**

- Confirm project details and deadlines
- Share drafts and get feedback
- Send payment reminders
- Quick reply: "What's your budget for this project?"

### Local Service Businesses

**Salons & Spas**

- Automated booking confirmations and reminders
- Away message: "We're busy but will reply soon"
- Quick reply: "Yes, we offer \\[service]. Pricing is ₹\\[amount]"
- Label: "Booking", "Complaint", "Loyalty customer"
- Result: Reduce no-shows by 20–30%

**Clinics & Medical Practices**

- Appointment reminders (reduce no-shows)
- Send test results or prescription info
- Collect patient history quickly via quick replies
- Away message: "For emergencies, call our clinic directly"

**Plumbers, Electricians, Handymen**

- Confirm emergency calls and arrival times
- Send invoice after job completion
- Quick reply: "Yes, we service your area. Charge is ₹\\[amount]"
- Use labels to track pending jobs

**Restaurants & Cafes**

- Confirm reservations and send reminders
- Share menu and specials
- Quick reply: "Sorry, we're full tonight, but tomorrow we have availability"
- Send order updates and delivery times

### Retail & Small E-Commerce

**Boutiques & Clothing Shops**

- Share new arrival photos
- Answer sizing questions via quick reply
- Confirm orders and share delivery dates
- Use labels for "New orders", "Payment pending", "Delivered"

**Bookstores & Online Retailers**

- Share book recommendations
- Confirm orders and send tracking info
- Quick reply: "Yes, we have that in stock!"
- Away message for closed days or holidays

**Specialty Stores (Jewelry, Cosmetics, etc.)**

- Share product photos and pricing
- Collect custom order details
- Send price quotes
- Label: "Quote sent", "Awaiting decision", "Sold"

### Education & Coaching

**Tutors & Coaching Centers**

- Send class schedule and reminders
- Confirm enrollment and fees
- Share assignment details
- Quick reply: "Yes, we offer \\[subject]. Fee is ₹\\[amount]"
- Away message: "Classes end at 6 PM. We'll reply after"

**Online Courses & Workshops**

- Send course material and reminders
- Answer FAQ via quick replies
- Collect student info and feedback
- Label: "Enrolled", "In progress", "Completed"

### Professional Services

**Consultants & Advisors**

- Confirm meeting times
- Share documents and resources
- Send payment reminders
- Quick reply: "Yes, I'm available next week. Here are time slots..."

**Accountants & Tax Advisors**

- Remind clients about document submission deadlines
- Send fee quotes
- Confirm appointments
- Label: "Documents received", "Return prepared", "Payment received"

### Real Estate

**Real Estate Agents**

- Share property photos and details
- Confirm viewing appointments
- Send property updates and new listings
- Quick reply: "Yes, this property is available. Can you view this Saturday?"
- Away message: "I'm showing a property, back in 1 hour"

### Delivery & Logistics

**Local Delivery Services**

- Confirm orders and send delivery times
- Quick reply: "Yes, we deliver to your area"
- Share live tracking
- Label: "New order", "Out for delivery", "Delivered"

### When NOT to use?

- **High chat volume (500+ per day):** The app on one phone cannot handle this. Switch to API.
- **Multiple team members:** Only one person can use the app from one phone. The API allows unlimited team members.
- **Need for automation at scale:** Want to send bulk messages to 10,000 customers automatically? The app cannot do this. Need the API.
- **Integrations required:** Want WhatsApp connected to your CRM, e-commerce platform, or helpdesk? The app has no integrations. Need the API.
- **Enterprise operations:** Large businesses with multiple departments need the API's advanced features.

## Is WhatsApp Business Free?

\*\* Cost and Usage Explained\*\*

Yes, the WhatsApp Business app itself is completely free to download and use. There are no hidden charges, subscriptions, or basic feature costs.

However, there are some exceptions and optional features that may have costs. Let's break it down:

### What's Completely Free

**The app itself**

- Download from Google Play Store (Android) or App Store (iOS)
- Zero cost

**Core business features**

- Professional business profile
- Quick replies (unlimited)
- Away messages
- Labels (custom tags)
- Basic analytics
- Business hours

**Sending and receiving messages**

- Text messages (free)
- Media messages: photos, videos, documents (free)
- Voice messages (free)
- Calls (free)
- All paid via your internet connection, not by WhatsApp

**Customer support**

- In-app support tickets and help articles (free)

### Optional Features

**1. WhatsApp Catalog (Free, but with limitations)**

WhatsApp Catalog lets you create a product list inside WhatsApp so customers can browse and add items to a cart.

- **Free version:** Create and manage a basic catalog with up to 500 items
- No cost to list products on your WhatsApp Catalog
- **Payments:** If you want customers to pay via WhatsApp, you'll need a payment processor (Stripe, Razorpay, etc.) - costs vary by processor

**2. WhatsApp Ads (Optional, costs money)**

If you're a large business, Meta offers Click-to-WhatsApp ads on Facebook and Instagram. These ads direct people to message you on WhatsApp.

- **Cost:** You pay for the ad click like any Facebook ad (CPC = Cost Per Click)
- **Typical cost:** ₹5–50 per click, depending on your audience and industry
- **Is it worth it?** Only if the customer conversation converts to a sale or repeat business

For small businesses, you probably don't need this. Focus on organic reach (word-of-mouth, local awareness, Google Search).

**3. Meta Verified (Optional, newer feature)**

Meta Verified is a premium service that adds a verified badge to your profile and includes priority support.

- **Cost:** Around ₹1,000–2,000+ per month (varies by country and currency)
- **What you get:**
- Verified badge (blue checkmark) next to your business name
- Priority customer support
- Better protection against fake accounts impersonating you
- **Worth it?** For small local businesses, probably not. It's more valuable for large brands that worry about impersonation

**4. Third-party tools and integrations (If needed)**

If you use a third-party service to manage WhatsApp (like CRM software, booking systems, or e-commerce platforms), those services may charge fees. Examples:

- CRM software (HubSpot, Zoho, Salesforce) that integrates with WhatsApp: ₹500–50,000+ per month
- Appointment booking app (Calendly, Square, etc.) with WhatsApp integration: Usually free or ₹200–500 per month
- E-commerce platform (Shopify, WooCommerce) with WhatsApp integration: Usually included or ₹500–2,000 per month

**Note:** The WhatsApp Business app itself does not require these. They're optional if you want deeper functionality.

### Is the free model sustainable?

Yes. WhatsApp Business makes money through:

- **Data insights:** Meta analyzes messaging patterns to improve its ads platform (all anonymized)
- **Business messaging API:** Large businesses that need to scale use the WhatsApp Business API (paid via platforms like Chakra Chat or Twilio)
- **Meta Verified:** Premium features for businesses that want verified status

For small businesses, the core WhatsApp Business app will always be free.

### Cost Comparison

\*\* WhatsApp Business app vs alternatives\*\*

| Tool | Cost | Best for |
| --- | --- | --- |
| WhatsApp Business App | Free | Solo/small business with simple needs |
| WhatsApp Business API (via Chakra Chat) | ₹500–10,000+/month | Growing businesses, teams, automation |
| SMS service (Twilio, AWS SNS) | ₹0.50–2 per message | Bulk notifications, less personal |
| Email marketing (Mailchimp, ConvertKit) | Free–₹5,000+/month | Newsletters, long-form content |
| CRM software (Zoho, HubSpot) | ₹500–50,000+/month | Customer tracking, pipeline management |
| Customer support software (Zendesk, Freshdesk) | ₹1,000–20,000+/month | Multi-channel support |

**Summary:** For a small business starting out, WhatsApp Business app is the most cost-effective option. As you grow and need automation/team access, you upgrade to the API (which costs money but scales with you).

## WhatsApp Business vs WhatsApp Business API

Both are official WhatsApp solutions for business communication, but they serve different business sizes and needs. Here's how they differ:

### WhatsApp Business App

**What it is:**

- A free mobile app for your smartphone
- Installed on one phone, used by one person

**Best for:**

- Solo entrepreneurs and freelancers
- Small businesses (1–10 employees)
- Simple customer communication

**Key capabilities:**

- Professional business profile
- Quick replies and automated messages
- Customer labels and organization
- Basic analytics
- Free to use

**Limitations:**

- Only one person can use it (one phone)
- Cannot send bulk messages at scale
- No integrations with CRM or e-commerce
- Limited automation (just greetings and away messages)
- No message templates for compliance
- Cannot track detailed metrics

**Real-world scenario:**

A salon owner uses the WhatsApp Business app on her phone. She sets up quick replies for common questions ("How much is a haircut?"), uses away messages for closed hours, and labels customers by service type. Works great for 50–100 daily chats.

### WhatsApp Business API

**What it is:**

- A technical API (application programming interface) that connects to platforms like Chakra Chat
- Not a mobile app; you access it via a web dashboard
- Requires setup and integration

**Best for:**

- Growing and established businesses
- Multiple team members needing access
- High chat volume (100+ per day)
- Businesses that need automation and integrations

**Key capabilities:**

- Unlimited team members accessing the same number
- Message templates (pre-approved by Meta)
- Bulk messaging to thousands of customers
- Integrations with CRM, e-commerce, helpdesk
- Advanced automations (triggered messages, chatbots)
- Detailed analytics and reporting
- Per-message charges (variable by message type)

**Limitations:**

- Not a mobile app (must use a platform like Chakra Chat)
- Requires setup and onboarding (3–7 days)
- Costs money (₹500–100,000+ per month depending on volume)
- More complex to set up
- Strict compliance requirements

**Real-world scenario:**

An e-commerce brand sells online. They use WhatsApp Business API via Chakra Chat. When a customer places an order, an automated order confirmation is sent instantly. When the package ships, a tracking link is sent automatically. Their support team of 5 people manages 500+ daily chats from the Chakra Chat dashboard. Customers can also chat from ads, websites, or QR codes - all routed to the same inbox.

### Side-by-side comparison

| Aspect | WhatsApp Business App | WhatsApp Business API |
| --- | --- | --- |
| What it is | Mobile app (smartphone) | Web-based platform (via Chakra Chat, etc.) |
| Users per account | 1 person on 1 phone | Unlimited team members |
| Devices | 1 main device | All devices simultaneously |
| Chat volume capacity | Up to \~100–200/day (practical) | Thousands per day |
| Templates | None | Full library of pre-approved templates |
| Automation | Simple (greetings, away messages) | Advanced (triggered flows, chatbots) |
| Bulk messaging | Manual to individual chats | Automated to thousands |
| Integrations | None | CRM, e-commerce, helpdesk, etc. |
| Broadcast campaigns | Not available | Full campaign management |
| Analytics | Basic (delivery, read rate) | Advanced (cost, conversion, ROI) |
| Cost | Free | ₹500–100,000+ per month |
| Setup time | 5 minutes | 3–7 days |
| Best for | Solo/small business | Growing/large business or teams |
| Compliance | Self-managed | Meta enforces strict rules |

### When to upgrade to WhatsApp Business API

You should consider upgrading when:

**Chat volume exceeds 100+ per day**

- One person cannot handle this manually

**Need multiple team members**

- You want automated messages
- Order confirmations sent instantly
- Reminders triggered by time or events
- Chatbots answering FAQs

**You need integrations**

- Want orders → automatic WhatsApp message
- Want CRM → synced with WhatsApp conversations
- Want helpdesk tickets → created from chat

**You're running campaigns**

- Want to send monthly offer to 10,000 customers
- Need to segment by customer type
- Need to track campaign performance

**You have a team**

- Sales, support, and operations all need access
- Need to assign chats and track who replied
- Need visibility into team performance

**You care about compliance**

- Your industry has regulations (finance, healthcare)
- Need audit logs and data protection
- Need strict template approval process

### Example timeline:

- **Month 1:** Using WhatsApp Business app (free, solo)
- **Month 3:** Growing, getting 150+ chats/day
- **Month 4:** Hire support person, app cannot accommodate two users
- **Decision:** Upgrade to WhatsApp Business API (via Chakra Chat)
- **Month 5:** Now 3 team members manage 500+ daily chats, all automations send instantly

### How to know which one is right for you: Decision flowchart

Ask yourself these questions:

1. **Am I the only person replying to customer messages?**

- Yes → WhatsApp Business app is fine
- No → WhatsApp Business API

2. **Do I get more than 100 customer chats per day?**

- Yes → WhatsApp Business API
- No → WhatsApp Business app

3. **Do I want to automate messages (order confirmations, reminders)?**

- Yes → WhatsApp Business API
- No → WhatsApp Business app

4. **Do I need WhatsApp connected to my CRM, e-commerce, or other tools?**

- Yes → WhatsApp Business API
- No → WhatsApp Business app

5. **Do I send the same message to many customers repeatedly?**

- Yes → WhatsApp Business API (templates + bulk messaging)
- No → WhatsApp Business app

If you answered "Yes" to ANY of questions 1–5, you probably need the API.

If you answered "No" to all of them, the WhatsApp Business app is perfect.

## Key takeaways

### WhatsApp Business App

- Free, easy, perfect for small solo businesses
- Download, set up in 5 minutes, start using
- Professional profile, quick replies, basic automation
- Handles up to 100–200 daily chats (practical limit)
- No integrations or advanced features

### WhatsApp Business API

- Paid (₹500+/month), requires setup (3–7 days)
- For growing/established businesses or teams
- Unlimited users, full automation, integrations, campaigns
- Handles thousands of daily chats
- Strict compliance but maximum power

### Choose based on your business size and needs

- **Solo freelancer or local service** → WhatsApp Business app
- **Growing business or multiple team members** → WhatsApp Business API
- **Enterprise or e-commerce at scale** → WhatsApp Business API + advanced tools

## What's next?

**If you're using WhatsApp Business app and want to deepen your knowledge:**

- Setting up your business profile: Make it professional and trustworthy
- Creating quick replies: Automate common questions
- Managing labels and chats: Organize your conversations
- Using away messages: Set customer expectations

**If you're ready to scale beyond the app:**

- WhatsApp Business API guide: Overview and when to upgrade
- Embedded Signup: How to quickly connect Chakra Chat
- Message templates: Creating and approving templates
- Bulk messaging and campaigns: Reaching thousands of customers

WhatsApp Business is the perfect starting point for small businesses. As you grow, the API is there to scale with you.

---

URL: https://chakrahq.com/help/learning-centre/meta-business-manager/meta-business-manager-introduction.md.md

# Introduction to Meta Business Manager

Meta Business Manager (often referred to as Facebook Business Manager) is a powerful, free platform designed to help businesses and individuals manage their marketing and advertising efforts across Meta's ecosystem, including Facebook, Instagram, Messenger, and more. It acts as a centralized hub where you can organize business assets, control access for team members or partners, track ad performance, and keep everything separate from your personal social media activities. This tool is especially useful for scaling operations, ensuring security, and collaborating efficiently without risking ownership or privacy issues. Whether you're just starting out or managing complex campaigns, understanding Meta Business Manager can streamline your digital presence and boost your results.

## What is Meta Business Manager?

Meta Business Manager is a centralized, backend platform provided by Meta (formerly Facebook) that allows businesses, agencies, and creators to securely manage and organize their digital assets on Meta platforms. At its core, it's a dashboard for handling everything from Facebook Pages and Instagram accounts to ad accounts, pixels, and team permissions—all in one place.

Unlike using personal accounts for business purposes, Business Manager keeps your professional activities isolated, preventing mix-ups like accidental personal posts on a brand page or security risks from sharing login credentials. It enables you to grant varying levels of access to employees, partners, or agencies without transferring ownership of your assets. Key features include:

- Tracking ad performance with detailed reports.
- Managing multiple pages, ad accounts, and apps.
- Integrating with tools like Meta Pixel for audience building and remarketing.
- Enhancing security through two-factor authentication and role-based permissions.

In essence, it's the "control center" for your Meta business operations, making it easier to collaborate, analyze, and optimize without the chaos of scattered tools or accounts.

## Who should use it?

Meta Business Manager is versatile and beneficial for a wide range of users, particularly those who need to manage multiple assets or collaborate with others. Here's a breakdown of who it's ideal for:

- **Agencies**: Digital marketing agencies that handle multiple clients' Facebook Pages, Instagram profiles, or ad accounts. It allows agencies to request access to client assets without adding them as admins on personal accounts, avoiding control issues and simplifying client relationships. If you're managing campaigns for others, this tool helps you link and oversee everything securely from one dashboard.
- **Brands**: Larger brands or companies with dedicated social media or marketing teams. It's perfect for organizing brand Pages, running ads, and delegating tasks to team members. Brands benefit from the ability to track performance across multiple platforms and ensure consistent management without risking personal profile entanglements.
- **SMBs (Small and Medium-Sized Businesses)**: Business owners or small teams managing their own Pages, ads, or apps. Even if you're a solo operator or have a small staff, Business Manager provides a structured way to handle growth, such as adding employees or vendors as your business expands. It's especially useful for SMBs with multiple locations or those starting to invest in paid advertising.
- **Creators**: Influencers, content creators, or personal brands looking to separate their professional identity from personal social media. Creators can manage their brand Pages, ad accounts, and collaborations while keeping audiences from seeing personal details. This professionalizes their online presence and makes it easier to work with sponsors or partners.

In general, anyone managing a team, working with external partners, handling multiple accounts, or prioritizing security should use it. If you're a solo user with just one personal Page and no ads, you might not need it yet—but it's scalable for future growth.

## Key benefits and use cases

Meta Business Manager offers numerous advantages that make it an essential tool for efficient and secure management. Below are the key benefits, followed by common use cases.

### Key Benefits

- **Centralized Management**: Organize all your Meta assets (like Pages, ad accounts, and Instagram profiles) in one dashboard, making it easy to track performance, generate reports, and oversee everything without switching between tools.
- **Enhanced Security and Privacy**: Keeps business activities separate from personal profiles, reducing risks like accidental posts or data breaches. Features like two-factor authentication and granular permissions (e.g., full control vs. view-only) add layers of protection.
- **Secure Collaboration**: Grant access to team members, agencies, or partners without sharing ownership or personal logins. Easily add or revoke permissions, which is ideal for handling employee turnover.
- **Performance Tracking and Insights**: Access detailed ad reports, build custom audiences, and integrate with Meta Pixel for better targeting, optimization, and remarketing.
- **Scalability**: Supports managing multiple assets and users, making it suitable for growing businesses or agencies with diverse clients.
- **Cost-Free**: It's completely free to use, with no setup fees—though you'll pay for ads if you run campaigns.

### Use Cases

- **Running Ad Campaigns**: Set up and track Facebook and Instagram ads, create new ad accounts, and use Pixels to measure conversions and build audiences for targeted marketing.
- **Team Collaboration**: Add employees with specific roles (e.g., analyst for reports, editor for content) to manage Pages or ads without full ownership risks.
- **Agency-Client Management**: Agencies can request access to client assets, manage multiple accounts, and share performance data securely without ownership transfers.
- **Multi-Location Businesses**: Manage Pages for different stores or branches, improving discoverability and local targeting.
- **Creator Brand Building**: Separate personal and professional profiles, collaborate with sponsors, and run promotions while maintaining privacy.
- **Data-Driven Decisions**: Use integrated tools to analyze post engagement, ad clicks, and audience behavior for optimizing strategies.

## Core concepts:

#### Business vs. personal profiles vs. assets

Understanding the foundational elements of Meta Business Manager is crucial for effective use. Here's a breakdown of the core concepts:

- **Business (Business Profile)**: This refers to the Meta Business Manager account itself, which serves as the overarching "business entity" or portfolio. It's a dedicated platform where you input business details like your legal name, address, website, and contact info. The Business profile owns and controls all associated assets, allowing you to manage permissions, security, and integrations centrally. You create it using a personal Facebook account for verification, but it operates independently. Think of it as the "headquarters" that oversees everything business-related on Meta platforms.
- **Personal Profiles**: These are your individual Facebook accounts (or those of your team members). A personal profile is required to set up and access Business Manager, as Meta uses it for identity verification. However, Business Manager keeps personal and business activities completely separate—your audience won't see personal details, and you avoid risks like sharing passwords or mixing content. Personal profiles are not tied directly to assets; instead, they're used to grant access levels. This separation makes it easy to revoke access (e.g., for ex-employees) without affecting the business. Pro tip: Always use a work email for business-related personal profiles to maintain professionalism.
- **Assets**: Assets are the specific resources or tools you manage within Business Manager. They include anything owned or controlled by your business on Meta platforms. Common examples:
- **Facebook Pages**: Brand or business profiles for posting content and engaging audiences. You can add existing Pages, create new ones, or request access.
- **Instagram Accounts**: Professional profiles linked to your Business Manager for unified management.
- **Ad Accounts**: Used for creating and running paid campaigns; includes settings like currency, time zone, and payment methods.
- **Meta Pixels**: Code snippets placed on your website to track user behavior, build audiences, and measure ad effectiveness (up to 100 per account).
- **Other Assets**: Catalogs for e-commerce, apps, WhatsApp business accounts, or even locations for multi-store setups. Assets are added under the "Business Settings" section, and you can assign them to users or partners with specific permissions. Ownership stays with the Business profile, ensuring control and security.

By distinguishing these concepts, you can set up Business Manager effectively: Start with a Business profile, link your personal profile for access, and then add and manage assets as needed. This structure prevents common pitfalls like lost access or unauthorized changes.

---

URL: https://chakrahq.com/help/learning-centre/whatsapp-business-api.md.md

<DocCardList />

---

URL: https://chakrahq.com/help/learning-centre/whatsapp-business-api/all-about-whatsapp-coexistence.md.md

# WhatsApp Business API Coexistence

In today's fast-paced digital landscape, businesses are increasingly turning to messaging platforms like WhatsApp to enhance customer engagement. The WhatsApp Business API offers powerful tools for scaling communications, but what if you already use the WhatsApp Business App? That's where **Coexistence** comes in. This feature allows you to seamlessly integrate the API with your existing app setup, enabling efficient, at-scale messaging without disrupting your day-to-day operations. Below, we'll break down everything you need to know about WhatsApp Business API Coexistence, tailored for business owners and managers - no technical jargon required. More details about WhatsApp Coexitence can be read in our [anchor blog on Coexistence](https://chakrahq.com/article/whatsapp-business-app-api-coexistence-2026/). 

## What is Coexistence?

Coexistence is a feature of the WhatsApp Business API that lets businesses use their existing WhatsApp Business App account and phone number alongside the API. Essentially, it bridges the gap between personal, one-on-one interactions via the app and automated, high-volume messaging through the API. This means you can handle casual customer chats on your phone while leveraging automation for broader campaigns or support. Messaging history syncs between the two, ensuring a unified experience. It's ideal for growing businesses that want to scale without starting from scratch.

### How It Works

Coexistence operates through a straightforward onboarding process:

1. **Enter Your Details**: During setup (often called Embedded Signup), provide your WhatsApp Business App phone number.
2. **Verify Ownership**: Receive a verification code from a connected Facebook Business Account and confirm it in the app.
3. **Share Data**: Opt to share your chat history and contacts for synchronization.
4. **Complete Integration**: The system assigns necessary IDs and tokens, allowing your provider to connect the API without re-registering the number.
5. **Ongoing Sync**: New messages from the app are mirrored to the API, and vice versa, keeping everything in harmony.

This setup ensures you can send messages at scale via the API while still using the app for quick responses. Synchronization typically completes within 24 hours.

### Requirements

To enable Coexistence, your business must meet these criteria:

- Use the WhatsApp Business App version 2.24.17 or later.
- Have a supported country code for your phone number (see unsupported countries below).
- Partner with a WhatsApp Solution Provider or Tech Provider for API access.
- Ensure your system can handle incoming notifications (webhooks) for real-time updates.
- Use a setup that supports session logging for secure connections.

These ensure compatibility and security, making the transition smooth for your team.

### Limitations

While powerful, Coexistence has some boundaries:

- Messaging throughput is capped at 20 messages per second for shared numbers, which is sufficient for most businesses but may require planning for high-volume periods.
- Certain app features, like disappearing messages or broadcast lists, become limited or read-only after integration.
- If you've previously shared credit lines with other partners, you might encounter setup errors—resolvable through support channels.
- Group chats and calls remain app-only and aren't synced to the API.

Understanding these helps set realistic expectations for your workflow.

## Unsupported Countries

Coexistence isn't available everywhere due to regional restrictions. Specifically, phone numbers from the following countries are not supported for this feature:

- Nigeria
- South Africa

Additionally, the WhatsApp Business API in general has broader restrictions. Businesses cannot send or receive messages to/from these regions:

- Crimea (+7978)
- Cuba (+53)
- Iran (+98)
- North Korea (+850)
- Syria (+963)

If your business operates in these areas, explore alternative messaging solutions or check for updates from Meta.

## Pricing

Pricing for the WhatsApp Business API under Coexistence is straightforward but varies by usage:

- **App Messages**: Remain completely free, as they always have been.
- **API Messages**: Charged on a per-message basis, depending on the recipient's location and message category (e.g., marketing, utility, authentication, or service).
- **Free Service Messages**: Within the 24-hour customer service window (triggered by a user message), service responses are free.
- **Per-Message Rates**: As of July 1, 2025, Meta shifted to Per-Message Pricing (PMP). Rates start as low as $0.005–$0.010 per message, with tiers for volume discounts. For example, marketing messages might cost more than utility ones. You get 1,000 free service conversations monthly.
- **Provider Fees**: Your API partner may add fees ($50–$500/month depending on the plan), so factor that in.

Check Meta's official rate cards for country-specific pricing, and note that updates can occur quarterly (January, April, July, October).

## Customer Service Window

The customer service window is a key perk of the WhatsApp Business API. It's a rolling 24-hour period that starts whenever a customer messages your business. During this time:

- You can send unlimited service messages (e.g., responses to inquiries) at no charge.
- Outside the window, you're limited to approved template messages, which incur fees.
- In Coexistence, this applies to API-sent messages; app messages are always free but don't extend the window for API use.

This encourages timely responses and helps manage costs effectively.

## Feature Comparison

Coexistence blends the best of the WhatsApp Business App and API, but some features shift. Here's a comparison:

| Feature | WhatsApp Business App (Before Integration) | After Coexistence (App + API) | Supported on API? |
| --- | --- | --- | --- |
| One-on-One Chats | Fully supported | Edit/revoke disabled; last 6 months synced | Yes (mirrored) |
| Contacts | Fully supported | No changes; all synced | Yes |
| Group Chats | Fully supported | No changes | No (not synced) |
| Disappearing Messages | Supported | Disabled for one-on-one | No |
| View Once Messages | Supported | Disabled | No |
| Live Location | Supported | Disabled | No |
| Broadcast Lists | Supported | Becomes read-only | No |
| Voice/Video Calls | Supported | No changes | No |
| Business Tools (Catalog, Orders) | Supported | No changes | No |
| Messaging Tools (Greetings, Quick Replies) | Supported | No changes | No |
| Business Profile | Supported | No changes | No |
| Channels | Supported | No changes | No |

The API excels in automation and scale, while the app handles personal touches.

## Linked Devices

You can link up to 4 companion devices to your WhatsApp Business App:

- Supported: Most mobile companions (e.g., tablets, secondary phones).
- Unsupported: WhatsApp for Windows and WearOS.

After Coexistence setup, all links temporarily disconnect, but you can re-link supported ones. Messages from unsupported devices won't sync to the API and may show placeholders.

## Synchronizing Data/Contacts

Data sync is automatic post-onboarding:

- Contacts and chat history transfer within 24 hours.
- All WhatsApp contacts sync to the API for seamless use.
- If sync fails, you'll need to offboard and retry.

This ensures your team has access to the same information across platforms.

### Message History Synchronization

To start history sync:

- After onboarding, trigger it via your provider's system (or API call if managed internally).
- It covers up to 180 days of history, divided into phases (0-1 day, 1-90 days, 90-180 days).
- Media from the last 14 days syncs separately.

Only one sync per setup; re-sync requires offboarding.

### Messaging History Shared

If you opt to share:

- History webhooks deliver chats in batches.
- Ensures continuity for customer service.

### Messaging History Not Shared

If declined:

- An error notification appears.
- No history syncs, starting fresh on the API.

Sharing is recommended for a smooth experience.

### Mirror New Messages

New messages sent via the app (or supported devices) are automatically mirrored to the API through "echo" notifications. This keeps threads updated in real-time, allowing your team to view and respond from either platform.

## Reporting Conversation Activity

For campaigns like Click to WhatsApp ads:

- Track conversions and leads via Meta's Conversions API.
- Report on behalf of customers to measure ROI.

This helps optimize marketing efforts.

## Offboarding Business Customers

To disconnect:

- Go to WhatsApp Business App > Settings > Account > Business Platform > Disconnect Account.
- This triggers a removal event, freeing the number for app-only use.
- You can't deregister via API while Coexistence is active.

Plan this carefully to avoid data loss.

## Errors

Common issues include:

- **Error 131060**: Often from unsupported devices—check and relink in the app.
- **Credit Line Errors**: Occur when switching providers; follow Meta's support guide.
- **Sync Failures**: Must resolve within 24 hours or offboard/re-onboard.
- **Missed Notifications**: Ensure your setup subscribes to all relevant updates (history, contacts, echoes).

If errors persist, contact your API provider or Meta support.

Coexistence empowers businesses to grow their WhatsApp presence efficiently. By combining the app's simplicity with the API's power, you can deliver better customer experiences and drive results. For more on integrating this with tools like chat platforms, explore official Meta resources or consult a provider.

---

URL: https://chakrahq.com/help/learning-centre/whatsapp-business/setup-and-account-guide.md.md

# WhatsApp Business Setup and Account Guide

Getting started with WhatsApp Business is straightforward. This guide walks you through downloading the app, setting up your account, migrating your chat history, and managing multiple devices - everything you need to go from zero to a fully functional business WhatsApp presence.

## How to Download and Install WhatsApp Business

WhatsApp Business is available as a free app on both Android and iPhone. The installation process takes just a few minutes.

### For Android (Google Play Store)

**Step 1: Open Google Play Store**

- On your Android phone, open the Google Play Store app (the colorful shopping bag icon)
- Make sure you're logged in with your Google account

**Step 2: Search for WhatsApp Business**

- Tap the search bar at the top
- Type "WhatsApp Business" (be careful to get the official app)
- Look for the app with the green WhatsApp icon and "Business" label
- Official developer: Meta Platforms, Inc.

**Step 3: Tap "Install"**

- Tap the green "Install" button
- The app will download and install automatically
- This typically takes 30 seconds to 2 minutes depending on internet speed

**Step 4: Open the app**

- Once installed, tap "Open" or find the app on your home screen
- First launch takes a few seconds as it initializes

**Pro tip:** Make sure you have at least 50 MB of free space on your phone. WhatsApp Business stores chats and media files.

### For iPhone (App Store)

**Step 1: Open the App Store**

- On your iPhone, open the App Store app (the blue icon with white square)
- Make sure you're logged in with your Apple ID

**Step 2: Search for WhatsApp Business**

- Tap the search icon (magnifying glass) at the bottom
- Search for "WhatsApp Business"
- Look for the official app with the green WhatsApp icon and "Business" label
- Official developer: Meta Platforms, Inc.

**Step 3: Tap "Get"**

- Tap the cloud icon with a download arrow (or "Get" on older iPhones)
- You may need to authenticate with Face ID, Touch ID, or your Apple password
- The app will download and install

**Step 4: Open the app**

- Once installation completes, tap "Open"
- The app launches and begins setup

**Pro tip:** WhatsApp Business requires iOS 12.0 or later. If your phone is older, you may not be able to install it. You can still use regular WhatsApp for business if needed.

### What to expect after installation

Once you open the app for the first time, you'll see:

- A welcome screen with WhatsApp Business branding
- A prompt to agree to terms and conditions
- A request for permissions (contacts, phone, SMS)
- The phone number verification screen (next section)

Don't close the app yet - keep going through the setup. It takes about 5 minutes total to complete.

## Register & Create an Account

**How to Register Your Phone Number and Create an Account**

After installing the app, you need to verify your phone number. This is how Meta ensures the account is legitimate and belongs to you.

### Registration process (step-by-step)

**Step 1: Enter your phone number**

- Open WhatsApp Business
- The app displays a welcome screen with "Enter your phone number"
- Tap the country flag or code (it auto-detects your location)
- Select your country from the list if it's wrong
- Enter your business phone number (including country code)

Example:

- Country: India
- Code: +91
- Your number: 9876543210
- Final: +919876543210

**Important:** This must be a real, active phone number that you own and can receive calls/SMS on. It cannot be:

- A landline without SMS capability
- A number already registered with another WhatsApp account (personal or business)
- A number you no longer have access to

**Step 2: Verify via SMS or Call**

- Tap "Next"
- WhatsApp sends a 6-digit verification code via SMS to your phone
- You'll see a screen asking you to enter this code
- Check your messages and copy the code

**Alternative: Verify via Call**

- If you don't receive the SMS after 1 minute, tap "Call instead"
- WhatsApp calls your number and reads out a 6-digit code
- Enter that code when prompted

**Pro tip:** If you don't receive the code:

- Check your spam/junk messages
- Make sure you entered the number correctly
- Try the "Call instead" option
- Wait a few minutes and request a new code

**Step 3: Enter the verification code**

- Enter the 6-digit code in the text field
- If correct, the app automatically verifies and moves to the next step
- If wrong, you'll see an error message; try again or request a new code

**Step 4: Add your profile information**

Once verified, WhatsApp asks for your profile details:

- **Your name:** Enter your business name or your personal name (this appears in your profile)
- **Profile photo:** Optional but recommended (upload a logo or professional photo)
- Tap "Next"

**Step 5: Confirm and finish**

- Review your information
- Tap "Done" or "Finish"
- The app opens to your main chat screen
- You're now ready to set up your business profile (covered in a separate article)

### What happens after registration

Your account is now active. You can:

- Send and receive messages
- Create a business profile
- Add quick replies
- Set away messages
- Receive chats from customers

**What customers see:**

- If they message your number, they'll see your name and profile photo
- You still need to set up your full business profile for them to see your business info (website, hours, address, etc.)

## How to Migrate Chat History

**Migrate Chat History from Personal WhatsApp**

If you're switching from regular WhatsApp to WhatsApp Business, you probably want to keep your old messages, media, and contacts. WhatsApp makes this easy with backup and restore.

**Important note:** You must use a different phone number for WhatsApp Business. If your personal WhatsApp is on +91-9876543210, your business account needs a different number (or you must delete the personal account first).

### For Android: Backup and restore

**Step 1: Backup your personal WhatsApp**

Before you do anything, back up your personal WhatsApp chats:

- Open your personal WhatsApp (not Business yet)
- Go to Settings → Chats → Chat backup
- Tap "Google Drive" (to back up to cloud) or "Local backup" (to save on phone)

If using Google Drive:

- Select a Google account to sync with
- Tap "Back up to Google Drive"
- Wait for the backup to complete (may take 5–15 minutes depending on chat size)
- You'll see a confirmation message: "Your backup is up to date"

**Note:** WhatsApp backs up chats, media (photos/videos), documents, and voice messages. It does NOT back up app settings or profile photos.

**Step 2: Uninstall personal WhatsApp (optional but recommended)**

If you want to use the same phone number:

- Open Settings on your phone
- Find and select WhatsApp
- Tap Uninstall
- Confirm the uninstall

If using a different number: You can keep your personal WhatsApp installed. Just make sure each account uses a different number.

**Step 3: Install WhatsApp Business**

Follow the installation steps from Section 1 above.

**Step 4: Register with WhatsApp Business**

Use the same phone number (if you uninstalled personal WhatsApp) or a different number.

**Step 5: Restore from backup**

- During WhatsApp Business setup, you'll see a prompt: "Chat backup found. Restore backup?"
- Tap "Restore"
- WhatsApp downloads and restores all your chats, media, and messages
- This may take a few minutes depending on backup size
- Once done, all your old chats appear in WhatsApp Business

Your chats are now in WhatsApp Business, and you can start using it professionally.

### For iPhone: Backup and restore

**Step 1: Backup your personal WhatsApp**

- Open personal WhatsApp
- Go to Settings → Chats → Chat Backup
- Tap "Back Up to iCloud"
- Select an iCloud account if prompted
- Tap "Back Up Now"
- Wait for the backup to complete

**Step 2: Delete or keep personal WhatsApp**

- **To use the same number:** Delete the personal WhatsApp app (long-press → Remove App → Delete App)
- **To use a different number:** Keep it installed, but WhatsApp Business must use a new number

**Step 3: Install WhatsApp Business**

Follow the installation steps from Section 1.

**Step 4: Register with WhatsApp Business**

Use the same or different number as appropriate.

**Step 5: Restore from backup**

- During setup, WhatsApp Business will ask: "Restore WhatsApp chats from iCloud backup?"
- Tap "Restore from iCloud"
- Enter your iCloud credentials if prompted
- The app downloads and restores chats, media, and messages
- Wait for completion (usually 5–10 minutes)

Your chat history is now in WhatsApp Business.

### What gets restored and what doesn't

**Restored:**

- ✅ All chat conversations (text messages)
- ✅ Media (photos, videos, voice messages, documents)
- ✅ Contacts (names, phone numbers)
- ✅ Chat groups
- ✅ Message timestamps and read receipts

**NOT restored:**

- ❌ App settings (notification tone, wallpaper)
- ❌ Profile photos (you'll need to re-upload)
- ❌ Stickers or emoji preferences
- ❌ Backup files from other messaging apps (Telegram, Signal, etc.)

### Pro tips for migration

- **Backup before switching:** Don't delete the old app until you're sure the backup worked.
- **Use the same phone number if possible:** This keeps your customer relationships intact (they don't need a new number).
- **Inform important contacts:** Send a message saying "Moving to WhatsApp Business for better service, same number."
- **Check your backup size:** If you have years of chats, backup size might be 500 MB–2 GB. Ensure you have space.
- **Use a strong iCloud/Google password:** Your backup is encrypted but safer with a strong password.

## How to Change WhatsApp Business Phone Number

Sometimes you need to switch your business account to a new phone number - maybe you got a new SIM card, changed providers, or got a dedicated business line. Here's how to do it without losing your chats.

### Why you might change numbers

- Got a new business line (dedicated number just for WhatsApp)
- Switched phone carriers
- Upgraded your phone
- Old number is deprecated or disconnected

### Steps to change your number

**For Android and iPhone**

**Step 1: Backup your current WhatsApp Business account**

Before changing the number, back up your chats:

- Open WhatsApp Business
- Go to Settings → Chats → Chat backup (or Chats → Backup)
- Tap Google Drive (Android) or iCloud (iPhone)
- Tap "Back up to Google Drive" or "Back Up Now" (iPhone)
- Wait for backup to complete

**Step 2: Note your old number**

Write down your current WhatsApp Business number. You'll need it in the next step.

**Step 3: Go to Change Number in Settings**

- Open WhatsApp Business
- Tap Settings (gear icon, bottom right)
- Go to Account
- Tap "Change number" or "Phone number"

**Step 4: Enter old and new numbers**

- **Old number:** Enter your current number (with country code)
- **New number:** Enter your new number (with country code)
- Tap "Next" or "Change"

Example:

- Old: +919876543210
- New: +919123456789

**Step 5: Verify the new number**

- WhatsApp sends a verification code to your new number via SMS
- Enter the 6-digit code
- If correct, your number is changed

**Step 6: Update your contacts and settings (optional)**

Your business profile still exists, but it's now linked to the new number. You may want to:

- Inform your customers of the new number (send a message from the old number first, if possible)
- Update your website, social media, business cards with the new number
- Update your business profile (re-upload logo, re-check info)

**Step 7: Restore from backup (if needed)**

If you lost chats during the change, restore from your backup (follow Section 3 steps)

### Pro tips:

- Change your number when you have a full backup (step 1)
- Inform important customers a few days before
- Keep the old SIM card active for a few days to handle stragglers
- Update your business profile and website immediately after

### Change to a new WABA

If you want to keep your old account and create a new one (instead of changing the number):

1. Install WhatsApp Business again on a different phone or use a different number
2. Go through registration (Section 2) with the new number
3. Back up the old account and restore to the new account
4. Inform customers to message the new number

This is useful if you're expanding to multiple phone numbers per team or region.

## Personal WhatsApp Number on WhatsApp Business?

**Can I Use My Personal WhatsApp Number on WhatsApp Business?**

This is a common question, and the answer is technically yes, but with important caveats.

### One number, one account type

**Important:** A single phone number can only have either a personal WhatsApp account OR a WhatsApp Business account at any given time. Not both.

**What this means:**

- If your number is currently registered with personal WhatsApp, you cannot simultaneously register it with WhatsApp Business
- If you want to use the same number for both, you must delete one account first

### Switch from personal to business number

**Scenario 1: You want to switch from personal to business on the same number**

**Process:**

1. Backup your personal WhatsApp chats (Section 3)
2. Delete your personal WhatsApp account

- Go to Settings → Account → Delete account
- Confirm deletion (you'll have 30 days to recover if needed)

3. Install WhatsApp Business
4. Register with the same number
5. Verify with SMS code
6. Restore chats from backup (Section 3)

**Result:** Your old contacts and chats are now in WhatsApp Business. They message you on the same number but now get the business profile experience.

### Keep  personal & business app on phone

Scenario 2: You want to keep both personal and business on one phone

**Solution:** Use two different numbers.

- Keep personal WhatsApp on number +919876543210
- Set up WhatsApp Business on a different number +919123456789
- Both apps can be installed on the same phone
- Customers calling one number reach personal WhatsApp; those calling the other reach business WhatsApp

**This is common for:**

- Business owners who want to keep personal chats separate
- Professionals who maintain client-only WhatsApp (business) and personal WhatsApp
- Teams where one person has a personal account and manages a business account

**To do this:**

1. Get a second SIM card or virtual number (Google Voice, Airtel X Stream, etc.)
2. Install WhatsApp Business on your phone with the second number
3. Keep personal WhatsApp on your main number

### One number without losing Chats

**Scenario 3: You want one number but don't want to lose personal chats**

**Options:**

- **Archive old chats:** In personal WhatsApp, archive old chats before deleting. They're not visible but can be restored.
- **Export chats:** Export important chats as text files or PDFs before deleting.
- **Use backup & restore:** Back up personal WhatsApp, then restore to WhatsApp Business after switching (you get everything).

## How to Use Multiple Devices

WhatsApp Business allows you to access your account from multiple devices simultaneously, which is useful if you have multiple team members, work from home and office, or want a desktop version.

### Linking WhatsApp Business to other devices

**Devices you can link:**

- **Phones:** Link up to 4 additional phones (5 total including primary)
- **Computers:** WhatsApp Business Desktop or WhatsApp Web
- **Tablets:** WhatsApp Business Web on tablet browsers
- **Meta Verified users:** Can link up to 10 devices (instead of 5)

**Important:** Only the primary phone needs the SIM card. Other linked devices use the same account via internet connection.

### How to link a secondary Phone

\*\* (Android or iPhone)\*\*

**Step 1: Open WhatsApp Business on primary phone**

- Tap Settings (gear icon)
- Go to Linked devices or Connected devices
- Tap "Link a device" or the "+" icon
- You'll see a QR code

**Step 2: Open WhatsApp Business on secondary phone**

- Open WhatsApp Business on the second phone
- Go to Settings → Linked devices
- Tap "Link a device"
- You'll see a camera screen with "Scan QR code"

**Step 3: Scan the QR code**

- On the secondary phone, point the camera at the QR code displayed on the primary phone
- When scanned, the devices synchronize
- The secondary phone now shows "Linked" with the device name
- You can now use both phones simultaneously

**Step 4: Manage linked devices**

- Go to Settings → Linked devices
- See all connected devices
- Remove devices if needed

**Pro tip:** Name your devices for easy identification (e.g., "Home Phone", "Office Tablet", "Backup Device").

### How to use WhatsApp Business Web

WhatsApp Business Web lets you chat from your computer without installing an app.

**Step 1: Open WhatsApp Web**

- On your computer, open any web browser (Chrome, Firefox, Safari, Edge)
- Go to web.whatsapp.com or web.business.whatsapp.com (for Business)
- You'll see a QR code with instructions to scan

**Step 2: Scan QR code from primary phone**

- Open WhatsApp Business on your phone
- Go to Settings → Linked devices
- Tap "Link a device"
- Point your phone's camera at the QR code on your computer screen
- Scan successfully

**Step 3: Web access is now active**

- Your computer now displays all your WhatsApp Business chats
- You can type messages on your computer and they appear on phone instantly
- Both devices are synchronized in real-time

**Step 4: Keep your phone connected**

**Important:** Your phone must stay connected to the internet for Web to work

- If your phone disconnects, Web access pauses
- Re-scan QR code if Web stops working

### Pro tips for Web and Desktop:

- **Desktop app:** Download the official WhatsApp Business Desktop app (more stable than web)
- **Security:** Close web.whatsapp.com on shared computers (coffee shops, libraries)
- **Multiple devices:** You can use Web + multiple linked phones simultaneously
- **Shortcuts:** On Mac/PC desktop app, use Cmd/Ctrl + N to start new chat

### Device limits and Meta Verified

- **Standard account:** Up to 5 linked devices (1 primary + 4 secondary)
- **Meta Verified account:** Up to 10 linked devices

If you need more than 5 devices, consider Meta Verified (paid feature, \~₹1,000–2,000/month).

### Managing linked devices

**To unlink a device:**

- Go to Settings → Linked devices
- Tap and hold on the device name
- Tap "Disconnect" or "Remove"
- Confirm deletion
- That device loses access immediately

**To log out of Web:**

- Go to web.whatsapp.com
- Click Menu (three dots, top right)
- Select "Log out" or "Logout all devices"

## 7. Using both WhatsApp app on One Phone

You can have both a personal WhatsApp and WhatsApp Business on the same phone, as long as each uses a different phone number.

### How to set up both accounts

**Step 1: Verify you have two numbers**

You need two separate SIM cards or numbers (your main number + a business number)

Examples:

- Main SIM card: Personal WhatsApp (+91-9876543210)
- Second SIM card: WhatsApp Business (+91-9123456789)
- OR use a virtual number (Google Voice, Airtel X Stream, etc.) for business

**Step 2: Install both apps**

- **Personal:** Open Google Play or App Store
- Search "WhatsApp" (not Business)
- Install the regular WhatsApp app
- Install WhatsApp Business app separately
- Both apps can coexist on the same phone

**Step 3: Register each with its own number**

- Open WhatsApp (personal)
- Go through verification with your main number
- Set up your profile
- Open WhatsApp Business
- Go through verification with your business number
- Set up your business profile
- Configure business features (quick replies, away messages, etc.)

**Step 4: Use both simultaneously**

- Both apps are independent and work at the same time
- Switch between them using phone icons (Android) or app switcher
- Messages from your personal number go to WhatsApp; business number goes to WhatsApp Business
- Customers see different profiles for each (personal vs. business)

### Why have both accounts on one phone?

**Business owners:**

- Separate personal chats (friends, family) from business chats (customers)
- Professionalism: Customers don't see your personal status or profile
- Organization: Different quick replies and away messages for each account

**Freelancers/Consultants:**

- Personal WhatsApp for casual networking
- WhatsApp Business for client communication (more professional)
- Easy to switch between contexts

**Agencies/Teams:**

- One team member manages personal account (personal clients)
- Same person manages business account (agency clients)
- Complete separation of communication

### Tips for managing both accounts

**1. Use different SIM cards**

- If your phone has dual SIM, put each number on its own SIM slot
- WhatsApp automatically detects both and lets you choose which to register

**2. Create shortcuts**

- On home screen, create app shortcuts (long-press app → "Add to home screen")
- Label them "WhatsApp Personal" and "WhatsApp Business"
- Easier to switch between them quickly

**3. Set different notifications**

- For WhatsApp (personal): Maybe silent or standard notifications
- For WhatsApp Business: High priority notifications so you don't miss customers
- Customize ringtones, LED colors, vibration patterns differently

**4. Use different profile pictures**

- Personal WhatsApp: Your casual photo
- WhatsApp Business: Your logo or professional photo
- Makes it clear to contacts which account they're using

**5. Save contacts with account labels**

- Save business contacts with a prefix: "\\[BUSINESS] Customer Name"
- Helps you quickly know which app to use
- Or use different contact groups for each account

**6. Keep app icons organized**

- Keep WhatsApp Business in main row (easier access)
- Or use a "Business" folder on home screen
- Depends on which one you use more

### Switching between accounts: Quick guide

| Action | Personal WhatsApp | WhatsApp Business |
| --- | --- | --- |
| Tap app | WhatsApp icon | WhatsApp Business icon |
| See profile | Your name + personal photo | Business name + logo |
| See stored | Personal chats, groups | Business chats, customer labels |
| Quick replies | Not available | Available (business FAQs) |
| Away message | Manual status only | Automated away message |
| Business info visible | No | Yes (hours, address, website) |

### Limitations when using both accounts

- **One SIM, both apps:** You'll get only one number. Both apps will register on it (becomes a problem)
- **App storage:** Both apps store chats separately; total storage use increases
- **Battery drain:** Running both apps increases battery usage slightly
- **Update issues:** Sometimes WhatsApp and WhatsApp Business updates conflict; usually resolves on its own

**Solution:** Use two different numbers (two SIMs or virtual number).

## Summary: Setup checklist

Once you've read this section, you should be able to:

- ✅ Download WhatsApp Business from Google Play (Android) or App Store (iPhone)
- ✅ Register with your phone number and verify via SMS
- ✅ Migrate chat history from personal WhatsApp using backup and restore
- ✅ Change your phone number if needed, without losing chats
- ✅ Understand number rules: One number = one account type at a time
- ✅ Link multiple devices (phones, Web, Desktop) to access from multiple places
- ✅ Run personal and business accounts on one phone using two different numbers

## What's next?

Once your account is set up, you'll want to:

- Set up your business profile (logo, description, hours, address)
- Create quick replies (automate common questions)
- Configure away messages (set expectations outside business hours)
- Organize with labels (tag chats for priority, status, customer type)
- Enable and use catalogs (if selling products)

---

URL: https://chakrahq.com/help/learning-centre/meta-business-manager/getting-started-guide.md.md

# Getting Started

Meta Business Manager is a robust tool, but setting it up correctly from the start is essential for smooth operations. This section covers the fundamentals to help you begin, from gathering prerequisites to creating your account and managing assets. We'll also touch on business verification at a high level, with more details in later sections. Follow these steps to avoid common pitfalls like access issues or verification delays. Remember, the process is free and typically takes 15-30 minutes for basic setup, but verification can add time.

## Prerequisites

**Facebook account, business details, access needs**

Before diving into setup, ensure you have everything ready to create and manage your Meta Business Manager account efficiently. These prerequisites help verify your identity, secure your assets, and comply with Meta's policies.

- **Facebook Account**: You need a personal Facebook profile to create and access Business Manager. This acts as the primary admin account for verification purposes. If you don't have one, create it at facebook.com using a real name and email. Note: Use a professional or work-related email to keep things organized—avoid using shared or temporary emails, as you'll need to confirm it. If you're part of an organization, a managed Meta account (for enterprise users) can also work, but most individuals start with a personal profile.
- **Business Details**: Gather your legal business information, as it must match official records for verification and to avoid rejections. This includes:
- Legal business name (as on your registration documents, no special characters).
- Business address (physical location, not a P.O. box for verification).
- Business phone number (capable of receiving calls or texts for codes).
- Business email address (separate from personal; used for Meta communications, not visible to customers).
- Website URL (HTTPS preferred; must load properly and represent your business).
- Tax ID, business registration number, or other identifiers (e.g., EIN in the US). Pro tip: Have digital copies of supporting documents ready, like a business license, utility bill, or articles of incorporation, in case verification requires them.
- **Access Needs**: Consider what you'll manage. If you have existing assets like Facebook Pages, Instagram accounts, or ad accounts, ensure you have admin access to them (e.g., the ad account ID from Ads Manager). Plan for team or partner access—think about roles like admin, editor, or analyst. You'll also need about 15-20 minutes of uninterrupted time and a stable internet connection. If you're an agency or managing multiple businesses, note that you can create up to 2 business portfolios personally, but join unlimited others. For advanced features, business verification may be required (more below).

Without these, you might face delays, limited features (e.g., ad spending caps), or security flags. If you're new to Meta, start small and scale as needed.

## Create a Business Manager account

Creating a Meta Business Manager account (now often called a business portfolio) is straightforward and free. It establishes your central hub for all Meta business activities. Follow these steps to set it up correctly.

1. **Go to the Creation Page**: Visit business.facebook.com (or meta.com/business) and log in with your personal Facebook account. If you're not logged in, you'll be prompted to do so. This links your profile as the primary admin.
2. **Start the Process**: Click "Create Account" or, if in Meta Business Suite, click the dropdown menu below "Home" in the top left and select "Create a business portfolio."
3. **Enter Business Information**: Provide your legal business name (visible publicly, no special characters), your full name (as admin), and business email. Use accurate details to speed up future verification. If using a managed Meta account, some fields may be skipped.
4. **Verify Your Email**: Meta will send a confirmation email to your business address. Click the link to verify (check spam/junk folders). This step confirms ownership and enhances security.
5. **Complete Setup**: Click "Create" or "Create portfolio." You'll land in your new dashboard. Add basic details like address and phone in Business Settings for completeness.

After creation, you own the portfolio and can add assets, people, or partners. If you hit the 2-portfolio limit, request access to others or have someone else create one and grant you admin rights. Enable two-factor authentication immediately for security. If issues arise (e.g., eligibility errors), check Meta's help center or your notifications.

## Access to assets

**Creating vs. claiming vs. requesting access to assets**

Once your Business Manager is set up, the next step is adding assets like Pages, ad accounts, Pixels, or Instagram profiles. You have three main options: creating new ones, claiming existing ones you own, or requesting access to those owned by others. This keeps ownership clear and secure.

- **Creating New Assets**: Ideal for starting fresh. In Business Settings, go to the relevant section (e.g., Accounts > Pages > Add > Create a New Page). Follow the prompts—e.g., for an ad account, set currency (permanent), time zone, and name. For Pixels, go to Data Sources > Datasets > Create. Assets created here are automatically owned by your business portfolio. Pros: Full control from day one. Cons: Starts with limits (e.g., $50 ad spend cap initially). Use for new businesses or when avoiding legacy issues.
- **Claiming Existing Assets**: For assets you already own via a personal account. In Business Settings, select the asset type (e.g., Ad Accounts > Add > Add an Ad Account). Enter the ID or URL (find ad account ID in Ads Manager URL, like facebook.com/adsmanager/manage/accounts?act=123456789). This transfers ownership to your business portfolio without losing data. Pros: Retains history and audiences. Cons: Can't reverse easily; ensure you're the owner first. Common for converting personal setups to professional ones.
- **Requesting Access to Assets**: For collaborating without ownership transfer, e.g., agencies accessing client assets. In Business Settings, go to the asset type > Add > Request Access (e.g., to a Page). Enter the ID, name, or URL, select permission level (e.g., full control or view-only), and submit. The owner approves via notification. Pros: Secure sharing; revocable anytime. Cons: Dependent on approval; no ownership. Assets can only belong to one portfolio, so claiming moves them permanently.

Choose based on your role: Create for new, claim for owned, request for shared. After adding, assign people or partners in Users > People > Add People, specifying roles and assets. This structure prevents access loss during team changes.

## Understanding Business verification

Business verification confirms your business is legitimate, unlocking advanced features like higher ad spend limits, custom audiences, or certain developer tools. It's separate from getting a verified badge (blue check) and focuses on security and compliance.

Why verify? It reduces restrictions (e.g., from new account limits), prevents abuse, and enables features like credit lines or advanced billing. Not all accounts need it immediately, but it's required for scaling ads or if prompted by Meta.

High-level process:

1. Go to Business Settings > Security Center > Start Verification (must be owner).
2. Enter accurate business details (name, address, phone, website—must match legal docs).
3. Choose verification method: Email/phone/text/WhatsApp code, or domain verification.
4. If needed, upload docs (e.g., license, tax forms) if no auto-match.
5. Submit for review (1-14 business days; notified via email).

Prerequisites: Eligible portfolio, ownership access, accurate details/docs. Avoid false info to prevent bans. If using credit lines, provide that instead of docs. Verification is one-time but may need renewal if details change. For a deep dive, including troubleshooting, see later sections. Start early to avoid campaign delays.

---

URL: https://chakrahq.com/help/learning-centre/whatsapp-business.md.md

<DocCardList />

---

URL: https://chakrahq.com/help/learning-centre/whatsapp-business-api/whatsapp-business-accounts-waba.md.md

# Basics of WABA

A WhatsApp Business Account, or WABA, is the foundation of everything you do on WhatsApp's business side. Think of it as your official "business presence" on WhatsApp - it's where your business profile lives, where your phone number is registered, and where you manage all your templates, catalogs, and team access.

Without a WABA, you cannot use WhatsApp API or connect to platforms like Chakra Chat. So understanding what it is and how it works is your first step to getting started.

---

## What is a WABA?

A WABA is a Meta account that represents your business on WhatsApp. It sits between your actual WhatsApp number and the API or platform (like Chakra Chat) you use to send and receive messages.

Here's a simple way to think about it:

- Your phone number is the address where customers can reach you (e.g., +91-9876543210).
- Your WABA is the "business registration" that allows you to use that number for business messaging at scale, with templates, automations, and team access.
- Chakra Chat (or any platform) is the tool you use to manage and access your WABA.

Without a WABA, you can only use WhatsApp's personal or Business app on your phone. With a WABA, you unlock the API, which means you can automate messages, integrate with other tools, and have multiple people managing the same number from different devices.

---

## Why do you need a WABA?

**Use WhatsApp at business scale**

- Send messages to thousands of customers.
- Have multiple team members reply from the same number without conflicts.
- Access the same conversations from computers, tablets, or multiple devices.

**Create and use message templates**

- Templates are required to send messages outside the 24-hour customer window.
- Templates ensure compliance and consistency.

**Run campaigns and automations**

- Send bulk notifications (order updates, reminders, offers).
- Automate common messages (confirmations, follow-ups).
- Segment your contact lists and send targeted messages.

**Integrate with other systems**

- Connect your CRM, e-commerce platform, or helpdesk.
- Sync customer data and messages with your business systems.
- Trigger WhatsApp messages from your website or app.

**Get analytics and insights**

- See how many messages were delivered, read, or replied to.
- Understand which templates perform best.
- Track team member activity and response times.

Without a WABA, none of this is possible - you're stuck with just a phone and the WhatsApp Business app.

---

## Core components of a WABA

When you create a WABA, several things come together:

**Your Business Information**

- This is the basic details Meta needs to verify your business:
- Business name (the official name customers will see)
- Website (helps Meta verify you're a legitimate business)
- Email address (where you receive notifications)
- Business phone number (separate from your WhatsApp number, often your general business line)
- Business address (physical location or business address on file)
- Business category (e.g., Retail, Services, Technology, etc.)

**Your WhatsApp Phone Number**

- This is the actual phone number customers use to contact you via WhatsApp. Key rules:
- Must be a unique, active phone number (you can't use the same number for two WABAs).
- Can be mobile, landline, or toll-free (with restrictions).
- Should be "clean" - not previously used for spam or violations.
- Once linked to a WABA, cannot easily be moved to another account without Meta's intervention.

**Business Verification Status**

- Meta checks your business details to make sure you're legitimate. Your verification status affects what you can do:
- Verified (blue checkmark): Full access to all features.
- Unverified (no checkmark): Limited features, lower sending capacity.
- Restricted or Suspended (red flag): Usually means policy violations.
- You typically start unverified and upgrade after providing documents (GST, company registration, etc.).

**Display Name**

- This is the name that appears in your customers' WhatsApp chats. For example:
- Customer sees: "XYZ Store" (your display name)
- Not your personal name
- Must match your business name (roughly) for customer trust
- Requires Meta approval

**Business Profile**

- Once customers message you, they see your business profile card. It includes:
- Logo (your brand icon)
- Description (short tagline about your business, \~100 characters)
- Website (clickable link)
- Email address (customers can email you)
- Business hours (when you're available)
- Address (store location or office)
- Categories (e.g., "Retail Store", "Restaurant", "Salon")
- This is like your "WhatsApp business card" - customers use it to decide if they want to message you.

**Message Templates**

- Templates are pre-approved messages you can send to start conversations or send bulk messages. Every WABA has a template library where you can:
- Create new templates (for order updates, confirmations, OTPs, etc.)
- Submit them for Meta's approval
- Use them for broadcasts or automations
- Track their performance
- More on templates in a separate article, but know that they are core to a WABA.

**Contact Lists & Catalogs**

- Your WABA stores:
- Contacts (customer phone numbers and optional info like name, location, preferences)
- Catalogs (product lists if you run e-commerce or services)
- Segments (groupings of contacts for targeted campaigns)

---

## How WABA connects to a business

Here's the flow:

Your Business ↓ Meta Business Manager (Facebook account) ↓ WhatsApp Business Account (WABA) ↓ WhatsApp Phone Number ↓ Chakra Chat (or any platform) ↓ Your Team & Customers

To create a WABA, you need:

- A Facebook Business Manager account (this is Meta's way of organizing all your accounts - ads, pages, WhatsApp, etc.).
- A valid business email and phone number.
- Business verification documents (GST, company registration, etc. - varies by country).
- A phone number to link (the actual WhatsApp number customers will use).

Once set up, your WABA sits in Meta's ecosystem. Chakra Chat connects to your WABA via secure API keys, so your team can manage everything from one dashboard.

## WABA vs Personal WhatsApp

**What's the difference?**

| Feature | Personal WhatsApp | WABA (WhatsApp Business API) |
| --- | --- | --- |
| Users per account | 1 person (your phone) | Unlimited team members |
| Devices | 1 main + 1 linked | All devices simultaneously |
| Templates | None | Full template library, pre-approved |
| Bulk messaging | Manual (very slow) | Automation at scale |
| Integrations | None | CRM, e-commerce, helpdesk, etc. |
| Analytics | Basic (message count) | Detailed (delivery, reads, replies, cost) |
| Pricing | Free | ₹500–100,000+ per month (pay-per-use) |
| Compliance | Not enforced | Strict policy enforcement |
| Support | Limited | Dedicated support |

## WABA Verification Status

When you create a WABA, Meta assesses your business. Your status determines what you can and cannot do:

**Unverified WABA**

- Starting point for most new businesses.
- Lower sending capacity (may have message limits).
- Cannot access some advanced features.
- Restricted to certain message categories.
- How to upgrade: Provide business verification (GST, company registration, etc.).

**Verified WABA**

- Meta has confirmed your business is legitimate.
- Full access to all templates, campaigns, and features.
- Higher sending capacity (no artificial limits).
- Can use all message categories (marketing, utility, auth, service).
- Blue checkmark on your business profile.

**Flagged or Restricted WABA**

- Means you've violated WhatsApp Business Policy.
- Examples: Spam, misleading messages, prohibited products, policy violations.
- May lose ability to send messages or use templates.
- Can appeal or provide more info to restore access.

**Suspended WABA**

- Severe policy violations.
- Account is blocked; you cannot send any messages.
- Usually happens after repeated warnings.
- May be permanent or temporary depending on severity.

`Pro tip`: To avoid issues, understand the policies from day one. We cover this in detail in the Compliance section of this wiki.

---

Here's your business-friendly help article section on WhatsApp Display Names:

---

## WhatsApp Business Display Name

**What is a display name?**

Your display name is the business name that customers see when they interact with you on WhatsApp - on your profile and in their chat list. It's one of the first things a customer notices, so it should clearly and professionally represent your business.

**Do I need approval for my display name?**

A display name review is not required simply to get started on the WhatsApp Business Platform. However, approval is necessary if you want your business name to appear to customers instead of just your phone number. Until approved, customers may see your phone number rather than your business name.

**What makes a good display name?**

Your display name must clearly represent your business. Here's what's allowed and what isn't:

*Allowed:*

- Your business name as it appears on your website or marketing materials (e.g., "*Fresh Produce Cold Pressed Juices*")
- A specific department or regional branch (e.g., "*Acme Corp Support" or "Acme Corp India*")
- A product line or service brand that is publicly associated with your business
- A test or demo account name that references your business (e.g., "*Fresh Produce Test*")

*Not allowed:*

- A generic term (e.g., "*Fashion*"), a geographic location alone (e.g., "*New York*"), words like "*Official*" or "*Verified*" that imply WhatsApp endorsement, or Meta product names such as "*WhatsApp*" or "*Facebook*"
- An individual person's full name
- Emojis, special characters, or trademark symbols
- A name that doesn't match how your brand appears on your website

**Does my display name need to match my website?**

Yes. Your display name must match exactly how your brand appears on your website, including capitalization and spacing. For example, variations in casing (e.g., BrandName vs. brandname) are treated as different names. If there's a mismatch between your legal business name and your trading name, it's a good idea to reference both on your website (for example, in your footer).

**What if I manage multiple brands or work through a partner?**

If the display name represents a business you work with - for example, if you're an agency or parent company - the relationship between both businesses must be clearly stated on both websites. For instance, if your agency manages WhatsApp for a client brand, both your website and the client's website should acknowledge that relationship.

**Can I change my display name?**

Yes - your business can change its display name up to 10 times within a 30-day period. Any new name will go through a review before it takes effect, so make sure the new name follows the guidelines to avoid delays.

**How long does approval take?**

Approval typically takes a few minutes to a few hours, though in some cases it may take longer.

**What if my display name is declined?**

If your submission is rejected, review the guidelines above to identify the issue - the most common reasons are a mismatch with your website branding, use of restricted words, or formatting errors. Correct the name and resubmit.

**Where do I update my display name?**

Go to Meta Business Manager, select your business, click WhatsApp Manager, then go to Phone Numbers. Hover over your current display name and click the pencil icon to edit it.

---

## Building your Business Profile

Once your WABA is set up, customers see your business profile when they open the chat. It's like your WhatsApp storefront. Here's what to include:

### Logo

- Your brand logo or company icon.
- Appears as a circular avatar in the chat.
- Should be recognizable and professional.

### Description

- Short tagline: "We deliver groceries in 30 mins" or "Book your appointment here".
- Max \~100 characters.
- Keep it clear and benefit-focused.

### Website

- Clickable link to your website or store.
- Customers can tap to visit.
- Optional but recommended for e-commerce.

### Email Address

- Customers can email you directly (they'll see a "Contact via email" button).
- Use a monitored business email.

### Business Hours

- Set your operating hours.
- Chakra Chat can show an "We're closed" message outside these hours.
- Helps manage customer expectations.

### Address

- Physical location (e.g., store, office, clinic).
- Customers can see it on a map.
- Optional if you're purely online.

### Categories

- Tag your business type (e.g., "Salon", "Retail", "Restaurant", "Logistics").
- Helps customers understand what you do.
- Example: A salon's profile might look like\*\*
- Logo: Salon icon
- Name: "XYZ Beauty Salon"
- Description: "Hair, skin & wellness. Book now!"
- Website: [www.xyzsalon.com](http://www.xyzsalon.com)
- Hours: Mon–Sat, 10 AM–8 PM
- Address: Downtown Plaza, Main Street
- Category: Salon & Spa

---

## Key things about WABA

- A WABA is your official business registration on WhatsApp. Without it, you cannot access the API or scale beyond the Business app.
- Set it up correctly from day one. Business name, display name, and phone number must be accurate and match your real business - Meta verifies this.
- Verification status matters. An unverified WABA has limits; a verified one has full access. Invest time in verification docs early.
- Your display name and profile matter to customers. They're the first impression. Make them professional and clear.
- Policies are strict. Stay compliant from the start. Violations can limit or suspend your WABA. Read the WhatsApp Business Policy before sending any message.
- One WABA per business is normal. You can link multiple phone numbers to one WABA (in some cases), but typically it's one business = one WABA.
- Phone number cannot be easily changed. Once linked to a WABA, moving it to another account takes Meta intervention. Choose your number carefully.
- Your team connects through the WABA. Chakra Chat (or any platform) accesses your WABA via secure credentials. Multiple team members then manage chats from one dashboard.

---

## What's next?

Once you understand WABA basics, the next steps are:

- Embedded Signup: How to quickly set up a WABA via Chakra Chat.
- Phone Number Management: Details on number linking, porting, and clean number requirements.
- Business Verification: What documents you need and why it matters.
- Message Templates: Creating your first templates for automations and campaigns.
- Compliance & Policies: Understanding WhatsApp Business Policy so you don't violate rules.

Each of these topics has its own wiki article. Start with the one most relevant to where you are in setup.

---

URL: https://chakrahq.com/help/learning-centre/whatsapp-business/profile-and-settings-guide.md.md

# WhatsApp Business Profile & Settings Guide

Your WhatsApp Business profile is your first impression with customers. It's where they see your business name, logo, hours, and description—all things that build trust and set expectations. This guide covers everything from creating a professional profile to customizing settings like quick replies, away messages, and labels to keep your business organized.

## How to Set Up Your Business Profile

Your business profile is what customers see when they open a chat with you. It's like your digital storefront on WhatsApp. A complete, professional profile increases customer trust and makes it easy for them to understand what you do.

### What goes into a business profile

Before you start, gather this information:

- Business name (what customers call you)
- Logo or avatar (your brand icon)
- Business description (short tagline, \~100 characters)
- Website URL (if you have one)
- Email address (customer contact)
- Business category (Retail, Salon, Restaurant, etc.)
- Address (physical location, if applicable)
- Business hours (Mon–Sun, opening and closing times)
- Phone number (already registered, but visible here)

### Steps to set up your profile

**Step 1: Open WhatsApp Business Settings**

- Open the WhatsApp Business app
- Tap Settings (gear icon, bottom right)
- Tap Business tools or Business profile
- You'll see your current setup (may be incomplete)

**Step 2: Add your business name**

- Tap "Edit" next to "Business name"
- Enter your official business name (e.g., "XYZ Salon", "Fresh Greens Grocery")
- This is what customers see, so make it clear and professional
- Avoid emojis or all caps (unless that's your brand)
- Tap "Done" or "Save"

**Pro tip:** Use your actual business name (matching your GST or registration) to build trust. Avoid abbreviations or nicknames unless you're well-known by them.

**Step 3: Upload a business logo or avatar**

- Tap "Edit" next to "Profile photo"
- Choose "Take photo" (camera) or "Choose from library" (existing image)
- Select a clear, professional image:
- Logo (best option)
- Brand icon
- Your professional headshot (if solo business)
- NOT personal party photos or unrelated images
- Crop or adjust the image
- Tap "Use photo" or "Done"

**Recommended specs:**

- Square image (1:1 ratio)
- At least 400×400 pixels
- Clear even when small (thumbnail size)
- Your logo or professional image

**Step 4: Write a business description**

- Tap "Edit" next to "Description"
- Write a short, benefit-focused description (\~100 characters max)

**Examples:**

- Salon: "Hair, skin & wellness. Book appointments here! 💆"
- Grocery: "Fresh organic vegetables, same-day delivery"
- Fitness: "Personal training & group classes. Get fit with us!"
- Repair: "Phone repair in 2 hours. Expert technicians."
- Make it clear what you do, not just your name
- Tap "Done"

**Pro tip:** Include a call-to-action if relevant ("Book now", "Order here", "Chat with us").

**Step 5: Add your website**

- Tap "Edit" next to "Website"
- Enter your full website URL (including https\\://)
- Example: [https://www.xyzsalon.com](https://www.xyzsalon.com)
- Customers can tap this link to visit your site
- If you don't have a website, leave blank (it's optional)
- Tap "Done"

**Step 6: Add your email address**

- Tap "Edit" next to "Email"
- Enter a business email that customers can contact you on
- Example: [hello@xyzsalon.com](mailto%25255C%25253Ahello%252540xyzsalon.com)
- This should be actively monitored
- Tap "Done"

**Step 7: Select your business category**

- Tap "Edit" next to "Category" or "Business type"
- Choose from a list (e.g., "Salon", "Retail Store", "Restaurant", "Services", "Healthcare")
- This helps customers understand what you do at a glance
- Tap "Done"

**Step 8: Add your address**

- Tap "Edit" next to "Address"
- Enter your business location
- Example: "Downtown Plaza, 123 Main Street, Floor 2, City, State"
- Customers can tap to see the location on a map
- If you're purely online (no physical location), you can leave this blank or write "Online services"
- Tap "Done"

**Step 9: Set your business hours**

This is covered in Section 3 (full details), but for now:

- Tap "Edit" next to "Business hours"
- Toggle "ON" to show hours
- Set your opening and closing times for each day
- Customers see if you're currently open or closed
- Tap "Done"

### Example: Complete business profile

**Business name:** XYZ Salon\\ **Logo:** Salon icon (purple and gold)\\ **Description:** Hair, skin & wellness. Book now!\\ **Website:** [www.xyzsalon.com](http://www.xyzsalon.com)\\ **Email:** [hello@xyzsalon.com](mailto%25255C%25253Ahello%252540xyzsalon.com)\\ **Category:** Salon & Spa\\ **Address:** Downtown Plaza, 123 Main St, City\\ **Hours:** Mon–Fri 10 AM–8 PM, Sat–Sun 10 AM–6 PM

When a customer messages this business, they immediately see:

- Professional logo ✓
- Clear business name ✓
- What you do ✓
- How to find you ✓
- When you're available ✓
- How to reach you ✓

This builds trust and reduces back-and-forth questions.

## How to Edit Business Information

Your business changes over time—you move locations, extend hours, update your website. Here's how to keep your profile current.

### What you might need to update

- **Address:** Relocated or added a new location
- **Hours:** Seasonal changes, new opening times, holiday hours
- **Website:** Launched new site or updated domain
- **Description:** Changed services or want new tagline
- **Logo:** Rebranded or new company logo
- **Email or phone:** Updated contact info

### Steps to edit business information

**Step 1: Open business profile settings**

- Go to Settings → Business tools or Business profile
- You'll see all your current information

**Step 2: Tap "Edit" next to what you want to change**

- For example, to change address, tap "Edit" next to "Address"
- Update the information
- Tap "Done" or "Save"

**Step 3: Changes apply immediately**

- Your profile updates for all customers instantly
- No approval needed (unlike message templates)
- Customers see the new info the next time they open your chat

### Important: Keep information current

**When to update:**

- ✅ You move to a new location
- ✅ Your hours change seasonally (extended summer hours, winter hours)
- ✅ You launch a new website
- ✅ Your business phone number changes
- ✅ You add a new service or product category
- ✅ You rebrand or change your business name

**What NOT to change constantly:**

- ❌ Don't change your business name every week (confuses customers)
- ❌ Don't change hours daily (use away messages for daily variations)
- ❌ Don't swap logos frequently (hurts brand recognition)

### Example: Updating hours for seasons

**Winter hours (Nov–Feb):**

- Go to Settings → Business hours
- Set: Mon–Fri 10 AM–5 PM, Sat 10 AM–4 PM, Sun Closed
- Tap "Done"
- Customers see "Closed today" when they message Sunday

**Summer hours (Jun–Aug):**

- Later, go to Settings → Business hours
- Change to: Mon–Fri 10 AM–8 PM, Sat–Sun 10 AM–6 PM
- Tap "Done"
- Hours update immediately for all customers

## How to Set Business Hours and Availability

Setting your business hours is important because it tells customers when you're available and prepares them for your response time. WhatsApp can even show an automated "Away" or "Online" status based on your hours.

### Why set business hours

- **Manage expectations:** Customers know when to expect a reply
- **Automatic status:** WhatsApp shows "Away" outside your hours (if enabled)
- **Away messages:** Trigger automatic replies during off-hours
- **Professional appearance:** Shows you're organized
- **Reduced support burden:** Fewer "Why didn't you reply?" messages

### Steps to set business hours

**Step 1: Open business hours settings**

- Go to Settings → Business tools or Business profile
- Tap "Edit" next to "Business hours" or "Hours of operation"
- You'll see an ON/OFF toggle and day-by-day time slots

**Step 2: Toggle hours ON**

- Make sure the toggle is "ON" (blue)
- If OFF, tap it to enable
- Once enabled, you can set hours

**Step 3: Set hours for each day**

- For each day (Mon–Sun), tap the time fields
- Set Opening time (e.g., 10:00 AM)
- Set Closing time (e.g., 8:00 PM)

**Example setup:**

- Monday: 10 AM – 8 PM
- Tuesday: 10 AM – 8 PM
- Wednesday: 10 AM – 8 PM
- Thursday: 10 AM – 8 PM
- Friday: 10 AM – 8 PM
- Saturday: 10 AM – 6 PM
- Sunday: Closed (or 12 PM – 5 PM)

**Step 4: Set your timezone (if prompted)**

- Choose your timezone (India Standard Time, etc.)
- Important if you have international customers
- WhatsApp calculates "open/closed" based on your timezone

**Step 5: Save your hours**

- Tap "Done" or "Save"
- Hours are now live

### What customers see based on your hours

**During business hours:**

- Your profile shows your business as "Online" or available
- They expect a reply within minutes to hours
- Greeting message is displayed when they first message

**Outside business hours:**

- Your profile may show "Away" (if enabled)
- The away message is triggered automatically
- Customers understand you'll reply during next business hours

### Example: Salon with irregular hours

**Monday–Thursday:** 11 AM – 9 PM (evening clients)\\ **Friday:** 10 AM – 10 PM (busy day)\\ **Saturday:** 10 AM – 8 PM (weekend appointments)\\ **Sunday:** 12 PM – 5 PM (half-day)

Customer at 10:15 PM Monday messages: "Can I book an appointment?"

**What they see:** Away message: "We're closed until 11 AM tomorrow. Booking available."

### Pro tips for setting hours

- **Be realistic:** Set hours you actually work. If you say 9 AM but open at 10 AM, customers get frustrated.
- **Account for breaks:** If you close for lunch, set closing time before lunch and re-open after.
- **Use away messages:** More on this in Section 5, but pair hours with away messages for best results.
- **Seasonal changes:** Update hours seasonally (tourist season, festival, holidays).
- **Time zone matters:** If you serve customers across time zones, clarify your timezone in your description.

## How to Write a Greeting Message

A greeting message is an automated welcome that customers see when they first message you. It sets the tone, explains what you do, and lets customers know what to expect.

### Why greeting messages matter

- **First impression:** Sets a professional, friendly tone
- **Manages expectations:** Tells customers what you can do for them
- **Reduces repetition:** No need to repeat "Hi, welcome" to every new customer
- **Builds confidence:** Shows you're organized and ready to help
- **Drives action:** You can guide customers to specific next steps

### What a good greeting message includes

- Warm welcome ("Thanks for reaching out!")
- Brief description of what you do
- How you can help
- Call to action ("Check the menu for quick replies" or "Tell us what you need")
- Response time setting expectations ("We'll reply within 1 hour")

### Examples of greeting messages

**Salon:**

> "Welcome to XYZ Salon! 💆‍♀️ We specialize in hair, skin care, and wellness. You can book appointments, ask about services, or check our rates. We'll reply during business hours (Mon–Fri 10 AM–8 PM, Sat–Sun 10 AM–6 PM). How can we help today?"

**E-commerce/Shop:**

> "Hi! Thanks for contacting Fresh Greens Grocery 🌱. We deliver fresh vegetables daily. Browse our menu for prices, check delivery times, or place an order. We're open Mon–Sun, 7 AM–9 PM. What can we get for you?"

**Fitness Coach:**

> "Hey! Thanks for reaching out. I offer personal training, group classes, and fitness coaching. Let me know what you're looking for—training plans, class info, or pricing. I'll get back to you ASAP! 💪"

**Repair Service:**

> "Welcome! We repair phones, laptops, and gadgets—usually fixed in 2 hours. Message us with details of what needs repair, and we'll give you a quote and timing. Open 10 AM–8 PM daily."

### Steps to set a greeting message

**Step 1: Open greeting message settings**

- Go to Settings → Business tools or Greeting message
- You'll see a toggle and text field

**Step 2: Toggle greeting message ON**

- Make sure the toggle is "ON" (blue)
- If OFF, tap to enable

**Step 3: Write your greeting**

- Tap the text field
- Write a warm, professional greeting (50–160 characters recommended, but can be longer)

**Avoid:**

- Spam-like language ("DON'T MISS THIS OFFER!!!")
- Generic greetings ("Hi")
- Anything misleading

**Include:**

- Business name
- What you do
- How to get help
- Expectations about response time

**Step 4: Save**

- Tap "Done" or "Save"
- Greeting message is now live

**Step 5: Test it**

- Ask a friend to message you from their WhatsApp
- They should see your greeting immediately
- If it doesn't appear, toggle off and on again

### Pro tips for greeting messages

- **Keep it short:** Customers scroll past long messages. Aim for 2–3 sentences.
- **Use emojis sparingly:** One or two relevant emojis add personality, but don't overdo it.
- **Be specific:** "Book appointments here" is better than "Hi, welcome."
- **Set expectations:** Tell them your response time ("We'll reply within 1 hour").
- **Guide them:** If you have quick replies, mention it ("Check the menu for FAQs").
- **Update seasonally:** Change greeting for holidays or special offers.
- **Mobile-first:** Write for phone screens (short lines, easy to read).

### Difference: Greeting message vs away message

- **Greeting message:** Automatic first message when a NEW customer messages you
- **Away message:** Automatic reply when they message you OUTSIDE business hours

More on away messages in Section 5.

## How to Set an Away Message

An away message is an automated reply that customers receive when they message you outside your business hours. It sets expectations and assures them you'll reply when you're back.

### Why away messages are powerful

- **Reduces confusion:** Customers know you're not ignoring them
- **Manages expectations:** They know when to expect a reply
- **Professional image:** Shows you're organized and respectful of their time
- **Reduces support load:** Fewer "Why didn't you reply?" follow-up messages
- **Works 24/7:** Replies even when you're sleeping

### What a good away message includes

- Acknowledgment ("Thanks for your message")
- Explanation ("We're currently closed")
- Clear hours ("We're open Mon–Fri 9 AM–5 PM")
- Expected response time ("We'll reply within 1 hour of opening")
- Emergency alternative (if applicable, e.g., "For emergencies, call XYZ")

### Examples of away messages

**Salon:**

> "Thanks for reaching out! We're currently closed. We're open Mon–Fri 10 AM–8 PM, Sat–Sun 10 AM–6 PM. We'll reply to your message as soon as we open. See you soon! 💆‍♀️"

**Online shop:**

> "Hi! Thanks for your order/message. We're currently offline, but we'll get back to you within 2 hours during business hours (Mon–Sun 8 AM–8 PM). Stay tuned!"

**Fitness coach:**

> "Thanks for messaging! I'm currently unavailable, but I'll reply within 1 hour (9 AM–9 PM daily). For urgent fitness questions, check my website: \\[link]"

**Clinic:**

> "Thank you for reaching out. We're currently closed. Operating hours: Mon–Fri 9 AM–5 PM, Sat 10 AM–1 PM. For emergencies, call \\[number]. We'll reply soon!"

### Steps to set an away message

**Step 1: Open away message settings**

- Go to Settings → Business tools or Away message
- You'll see a toggle and text field

**Step 2: Toggle away message ON**

- Make sure the toggle is "ON" (blue)
- If OFF, tap to enable

**Step 3: Decide when it triggers**

Some versions of WhatsApp let you choose:

- Only outside business hours (best option)
- Always, even during business hours (rarely used)

Select "Outside business hours" if available

**Step 4: Write your away message**

- Tap the text field
- Write a professional, friendly away message (100–200 characters recommended)

**Avoid:**

- Overly casual language
- Complaints ("I'm busy")
- Misleading info

**Include:**

- Thank you
- When you're available
- Expected response time
- Any emergency contact (if applicable)

**Step 5: Save**

- Tap "Done" or "Save"
- Away message is now live

**Step 6: Test it**

- Message yourself outside business hours from another phone/account
- You should receive the away message immediately
- If not, check if hours are set correctly (Section 3)

### When away messages appear

**Scenario 1: Customer messages at 11 PM (you close at 8 PM)**

- Greeting message appears first (if set)
- Immediately followed by away message
- Customer knows you're closed and when you'll reply

**Scenario 2: Customer messages at 3 PM (you're open 10 AM–8 PM)**

- Greeting message appears
- NO away message (because it's business hours)
- They expect a live reply within minutes/hours

**Scenario 3: Multiple messages**

- First message gets both greeting + away message
- Follow-up messages within the next 24 hours get greeting only (not away, unless it's after hours again)

### Pro tips for away messages

- **Sync with business hours:** Your away message should match the hours you set (Section 3).
- **Be honest:** If you check messages at 10 PM, say "We'll reply within 1 hour" instead of "We'll reply in the morning."
- **Personalize by day:** Some apps let you customize messages by day (e.g., different Sunday hours).
- **Include emergencies:** If applicable, provide an emergency number.
- **Keep it warm:** "We're sleeping, but we'll get back to you!" is friendlier than "We're unavailable."
- **Update for holidays:** During holidays, update your away message ("We're on vacation until Jan 5, 2025").

### Away message vs greeting message: Quick comparison

| Aspect | Greeting Message | Away Message |
| --- | --- | --- |
| When it appears | First time a customer messages you | When they message outside business hours |
| Purpose | Introduce your business | Set expectations for response time |
| Tone | Welcoming, brief intro | Professional, reassuring |
| Example | "Hi! Thanks for contacting us." | "We're closed. We'll reply tomorrow." |
| Can both trigger? | Yes, customer sees greeting first, then away | Yes, if message sent outside hours |

## How to Create Quick Replies

Quick replies are templates for frequently asked questions or common messages. Instead of typing the same answer repeatedly, tap a quick reply and send in one tap. It saves time and ensures consistent responses.

### Why quick replies are game-changers

- **Save time:** Answer common questions instantly
- **Consistency:** Same answer every time (no typos or variations)
- **Professionalism:** Pre-written, thoughtful responses
- **Reduce frustration:** Customers get instant replies to FAQs
- **Scale easily:** Handle more chats without hiring more staff

### What to make quick replies for

- **Common questions:** "What's your delivery time?", "Do you have this in XL?"
- **Hours/availability:** "Are you open today?", "When do you deliver?"
- **Pricing:** "What's the cost?", "Do you offer discounts?"
- **Booking:** "How do I book?", "What's the cancellation policy?"
- **Product info:** "What's the warranty?", "Is this product available?"
- **Policies:** "What's your return policy?", "Do you ship internationally?"
- **Instructions:** "How do I track my order?", "How do I reset my password?"

### Example quick replies for different businesses

**Salon:**

- "Yes, we offer haircuts at ₹500. Cut takes 30 mins. Would you like to book?"
- "Are you open today?" → "Yes! We're open 10 AM–8 PM today."
- "What's the cost of a facial?" → "Facials start at ₹1,500. We have packages for ₹3,000–5,000."

**E-commerce:**

- "When will you deliver?" → "We deliver within 2 days in your city."
- "Do you have this in size M?" → "Yes, all sizes in stock. We ship the same day."
- "What's your return policy?" → "30 days from delivery. Unused items, original packaging. Free returns."

**Fitness coach:**

- "How much does training cost?" → "Personal sessions: ₹500/hour. 10-pack: ₹4,500."
- "How long is each session?" → "One hour, but we can do 30 mins for busy schedules."
- "Can I start this week?" → "Absolutely! Let me know your preferred timings and I'll fit you in."

### Steps to create quick replies

**Step 1: Open quick replies settings**

- Go to Settings → Business tools or Quick replies
- Tap "Create new" or "+" icon
- You'll see fields for the quick reply

**Step 2: Add a shortcut (optional)**

- Enter a shortcut keyword (e.g., "hours", "price", "delivery")
- This is what you type to access the quick reply

**Examples:**

- Shortcut: "hours" → Quick reply: "Yes, we're open 10 AM–8 PM today"
- Shortcut: "price" → Quick reply: "Haircuts start at ₹500"

You can also just tap the reply without typing the shortcut

**Step 3: Write the quick reply**

- In the "Message" field, write your response
- Be clear and complete (no cryptic abbreviations)

You can include:

- Text only
- Emojis (optional, add personality)
- Line breaks for readability
- Links (if needed)

**Example:**

```ts
Thanks for asking! We're open:
Mon–Fri: 10 AM–8 PM
Sat–Sun: 10 AM–6 PM

Would you like to book an appointment?
```

**Step 4: Save the quick reply**

- Tap "Save" or "Done"
- The quick reply is now ready to use

**Step 5: Test it**

- Open a chat (or start a new one for testing)
- If you set a shortcut, type it and you should see suggestions
- Tap the suggestion to auto-fill the message
- Tap send to verify it sends correctly

### How to use quick replies in a chat

**Method 1: Using shortcuts**

- In a chat, start typing your shortcut (e.g., "hours")
- You'll see a suggestion: "hours – \\[your quick reply text]"
- Tap the suggestion to auto-fill the message field
- Review and tap send

**Method 2: Using the menu**

- In a chat, tap the menu icon (three dots or similar)
- Select "Quick replies" or "Preset messages"
- A list of your quick replies appears
- Tap the one you want to send
- Message is auto-filled; tap send

**Method 3: Accessing from emoji button**

- Some versions show quick replies next to the emoji button
- Tap and select from the list

### Managing quick replies

**To edit a quick reply:**

- Go to Settings → Business tools → Quick replies
- Tap the quick reply you want to edit
- Modify the text or shortcut
- Tap "Save"

**To delete a quick reply:**

- Go to Settings → Quick replies
- Long-press or swipe the quick reply
- Tap "Delete" or "Remove"
- Confirm deletion

**To organize quick replies:**

- WhatsApp may let you create folders or categories (varies by version)
- Group similar replies: "Pricing", "Policies", "Hours", etc.

### Pro tips for quick replies

- **Use simple shortcuts:** "hours" instead of "openhours123"
- **Make them complete:** Don't assume context. Be clear and full.
- **Personalize slightly:** "Hi \\[name]" is better than generic "Hi"
- **Update regularly:** Remove outdated prices or info.
- **Keep it professional:** Even quick replies should reflect your brand voice.
- **Not a substitute for conversation:** Use for FAQs, not every message.
- **Test before deploying:** Send to a test contact to verify it looks right.

### Example quick reply library for a salon

| Shortcut | Quick Reply Message |
| --- | --- |
| hours | We're open Mon–Fri 10 AM–8 PM, Sat–Sun 10 AM–6 PM. What would you like? |
| haircut | Haircuts: ₹500 (30 mins). Includes wash & styling. Available today? |
| facial | Facials: ₹1,500–5,000 (60 mins). Which type are you interested in? |
| color | Hair coloring: ₹2,000–4,000. We use organic dyes. Book a consultation? |
| policy | Cancellations: Free until 24 hours before. After that, 50% charge. Understand? |
| walkin | We accept walk-ins! Wait time: 15–30 mins on weekdays, 30–60 mins on weekends. |

## How to Organize Chats with Labels

Labels (also called tags) are color-coded categories you can assign to chats. They help you organize conversations by status, customer type, or action needed. Instead of scrolling through hundreds of chats, you can filter by label and see just the ones you need.

### Why labels are essential

- **Organization:** Find specific chats quickly (no scrolling)
- **Priority management:** Label urgent chats so you address them first
- **Status tracking:** Know at a glance which orders are pending, paid, delivered
- **Team clarity:** If multiple people use the account, labels clarify who should handle what
- **Reduce errors:** Never forget a follow-up again

### Common labels for different businesses

**Salon:**

- 🔵 Booking (customer wants to book)
- 🟡 Confirmed (appointment confirmed)
- 🔴 Pending payment (service done, waiting for payment)
- ✅ Completed (fully done)
- 🟣 VIP (important/loyal customer)
- ⚫ Follow-up needed (requires outreach)

**E-commerce:**

- 🔵 New order (received, processing)
- 🟡 Payment pending (awaiting payment)
- 🟢 Shipped (out for delivery)
- ✅ Delivered (reached customer)
- 🔴 Return/complaint (issue to resolve)
- 🟣 VIP customer (repeat buyer, important)

**Service provider (Plumber, Electrician):**

- 🔵 Inquiry (customer asking about service)
- 🟡 Quoted (gave price, awaiting confirmation)
- 🟢 Job in progress (actively working)
- ✅ Completed (job done, invoiced)
- 🔴 Payment pending (waiting for payment)
- 🟣 Urgent (high priority)

**Fitness coach:**

- 🔵 New lead (potential client, first message)
- 🟡 Trial offered (offered free session)
- 🟢 Active client (ongoing coaching)
- ✅ Paid member (current membership)
- 🔴 Inactive (hasn't been in touch)
- 🟣 VIP (premium client)

### Steps to create labels

**Step 1: Open labels/tags**

- Go to Settings → Business tools or Labels
- Tap "Create new" or "+" icon
- You'll see fields for label name and color

**Step 2: Name your label**

- Enter a clear, descriptive name
- **Good names:** "New Order", "Payment Pending", "Complaint"
- **Bad names:** "xyz", "tag1", "asdf" (too vague)
- Keep it short (1–3 words max)

**Step 3: Choose a color**

- Select a color for easy visual identification

**Example system:**

- 🔵 Blue = New/first contact
- 🟡 Yellow = Action pending
- 🟢 Green = In progress/active
- ✅ Grey or white = Done/completed
- 🔴 Red = Urgent/problem
- 🟣 Purple = VIP/important

Be consistent so you remember what each color means

**Step 4: Save the label**

- Tap "Save" or "Done"
- Label is now available to use

**Step 5: Create additional labels**

- Repeat for each label you need
- Create 5–10 labels (not too many or it becomes confusing)

### How to apply labels to chats

**Method 1: Label from chat list**

- In your chat list, long-press on a chat
- A menu appears with options
- Tap "Label" or "Add label"
- Select the label(s) to apply
- The chat now appears under that label

**Method 2: Label from inside chat**

- Open the chat
- Tap the chat header (name/info at top)
- Look for "Label" or "Add label" option
- Select label(s)
- Close to return to chat

**Method 3: Quick label swipe (some versions)**

- Swipe left or right on a chat
- Label icons appear
- Tap the label you want to apply
- Chat is instantly labeled

### How to filter by labels

**Step 1: Open chat list**

- You're in the main chat screen with all conversations

**Step 2: Tap filter icon**

- Usually a funnel icon (⊕) or "Filter" option at the top
- Or look in Settings → Labels

**Step 3: Select a label**

- Choose which label(s) you want to see
- Example: Tap "Payment Pending" to see only those chats

**Step 4: Chat list updates**

- Only chats with that label are shown
- Scroll through these filtered chats
- You can now focus on, say, all pending payments at once

**Step 5: Reset filter**

- Tap "All" or remove the filter to see all chats again

### Example workflow using labels

**Time: 10 AM**

You open WhatsApp Business and see 15 new messages.

**Check "New Order" label:**

- Filter: Label = "New Order"
- You see 8 new orders
- You reply to each and move them to "Confirmed" label

**Check "Payment Pending" label:**

- Filter: Label = "Payment Pending"
- You see 3 customers who received service but haven't paid
- You send a reminder message
- Once paid, you move chat to "Completed"

**Check "Complaint" label:**

- Filter: Label = "Complaint"
- You see 1 unhappy customer
- You prioritize this and resolve immediately
- Move to "Resolved" once happy

**Total time:** 20 minutes. You've cleared 12+ chats efficiently.

### Managing labels

**To edit a label:**

- Go to Settings → Labels
- Tap the label you want to edit
- Change the name or color
- Tap "Save"

**To remove a label:**

- Go to Settings → Labels
- Long-press or swipe the label
- Tap "Delete"
- Confirm deletion (chats are NOT deleted, just unlabeled)

**To rename a label:**

- Go to Settings → Labels
- Tap the label
- Edit the name
- Tap "Save"

### Pro tips for labeling

- **Standardize across teams:** If multiple people use the account, agree on what labels mean.
- **Use colors consistently:** Blue always = new, red always = urgent, etc.
- **Review labels weekly:** Remove unused labels to keep the system clean.
- **Don't over-label:** 5–10 labels is ideal. More than 15 becomes confusing.
- **Label as you chat:** Don't wait until the end of day. Label immediately so you don't forget.
- **Use labels for different purposes:** Combine status (new, pending, done) with priority (urgent, VIP).
- **Remove Old Labels:** After 30 days, you might not need the "New Order" label anymore; archive or delete it.

## Example Label System for Small Business

| Label | Color | Meaning | When to Apply |
| --- | --- | --- | --- |
| New inquiry | 🔵 Blue | First-time customer, new question | As soon as message arrives |
| Following up | 🟡 Yellow | Need to respond or take action | When awaiting customer decision |
| Ready to order | 🟢 Green | Customer interested, ready to buy | After they confirm intent |
| Completed | ✅ Grey | Transaction done, no more action needed | After service/delivery |
| Urgent | 🔴 Red | Issue, complaint, or high priority | When customer is upset or time-sensitive |
| VIP | 🟣 Purple | Loyal customer, important client | For repeat customers or high-value orders |

## Notification and Privacy Settings

WhatsApp notifications, privacy settings, and security features help you stay connected while protecting your data and privacy. Let's cover the key settings you should configure.

### Notification Settings

Notifications let you know when customers message you. You can customize how, when, and for what.

#### Steps to Customize Notifications

**Step 1: Open notification settings**

- Go to **Settings → Notifications**
- You'll see options for different notification types

**Step 2: Notification tone**

- Tap "Notification tone" or "Ringtone"
- Choose a sound:
- Default WhatsApp sound
- Your phone's notification sounds
- Custom sound (if supported)
- Select and tap "Done"

**Pro tip:** Use a distinctive sound so you don't confuse WhatsApp notifications with other apps.

**Step 3: Vibration**

- Tap "Vibration"
- Choose:
- Off (silent)
- Default (standard vibration)
- Custom pattern (varies by phone)
- Tap "Done"

**Pro tip:** If in a meeting, disable vibration even if you mute sound (so nobody sees your phone buzz).

**Step 4: Light notification**

- Some phones let you customize the LED light for notifications
- Tap "Light" if available
- Choose a color (e.g., blue for WhatsApp Business)
- Tap "Done"

**Step 5: Notification preview**

- Tap "Notification preview" or "In-app sounds"
- Options:
- **Show:** See message preview in notification (security risk if phone is public)
- **Hide:** See "Message from \\[name]" without preview (more private)
- **Off:** No preview, just notification
- For business, choose "Hide" for privacy

**Step 6: Group notifications (optional)**

- Some phones let you group notifications
- If available, decide if WhatsApp Business notifications should be separate from other apps

#### Muting Specific Chats

Sometimes you want to keep a chat but not get notified for every message:

1. Long-press a chat in your chat list
2. Tap "Mute notifications" or "Mute"
3. Choose duration:

- 8 hours (through your workday)
- 1 week (if you need a break)
- 1 year (always muted)

4. The chat still receives messages but won't notify you
5. To unmute, long-press again and select "Unmute"

**Use case:** You're running a promotion and getting 100+ messages. Mute notifications during the night, check them when convenient.

---

### Privacy Settings

Privacy settings control who can see your profile, status, and last seen time.

#### Steps to Adjust Privacy Settings

**Step 1: Open privacy settings**

- Go to **Settings → Privacy**
- You'll see options for profile, status, last seen, and read receipts

**Step 2: Who can see your profile photo**

- Tap "Profile photo"
- Options:
- **Everyone** (anyone on WhatsApp can see your photo)
- **My contacts** (only people you have saved can see)
- **Nobody** (no one can see your photo)
- For business, choose "My contacts" (you control who sees)
- Tap "Done"

**Step 3: Who can see your status**

- Tap "Status"
- Options:
- **Everyone** (all WhatsApp users can see)
- **My contacts** (only your saved contacts)
- **My contacts except...** (exclude specific people)
- **Nobody** (private, no one can see)
- For business, choose "My contacts except..." and exclude spam numbers
- Tap "Done"

**Step 4: Who can see "Last seen"**

- Tap "Last seen"
- Options:
- **Everyone** (anyone can see when you were last active)
- **My contacts** (only your contacts)
- **Nobody** (private, no one knows when you're online)
- For business, choose "My contacts"
- This prevents strangers from knowing when you're available

**Step 5: Who can see "Online" status**

- Tap "Online" or "Read receipts" (varies by version)
- Options:
- **Everyone** (see when you're currently using WhatsApp)
- **My contacts** (only your contacts know)
- **Nobody** (always appears offline, even if chatting)
- For business, choose "My contacts" (allows timely responses but not constant monitoring)

**Step 6: Read receipts**

- Tap "Read receipts"
- Options:
- **On** (customers see when you read their message—two blue checkmarks)
- **Off** (customers don't know when you read—always gray checkmarks)
- For business, choose "On" (shows customers you're engaged)

**Step 7: Calls privacy**

- Tap "Allow calls" or "Voice calls"
- Options:
- **Everyone** (anyone can call you)
- **My contacts** (only saved contacts)
- **Nobody** (disable calls entirely)
- For business, choose "My contacts" (prevents spam calls)

---

### Two-Step Verification (Security)

Two-step verification adds an extra layer of security to your account. It requires a PIN if someone tries to verify your account on a new phone.

#### Why Enable Two-Step Verification

- **Prevents account hijacking:** Someone can't re-register your number on their phone
- **Protects your chats:** Your conversations and data stay private
- **Business security:** Critical for business accounts

#### Steps to Set Up Two-Step Verification

**Step 1: Open security settings**

- Go to **Settings → Account → Two-step verification**
- Tap "Enable" or "Set PIN"

**Step 2: Create a PIN**

- Enter a 6-digit PIN (numbers only)
- Choose something you'll remember but others won't guess
- **Don't use:** 123456, your phone number, birth date
- **Do use:** Random numbers like 482917
- Tap "Next"

**Step 3: Confirm your PIN**

- Re-enter the PIN to confirm
- Tap "Next"

**Step 4: Add a recovery email (important)**

- Enter an email address where you'll receive a PIN if you forget it
- This is critical for recovery
- Use a business email you actively check
- Tap "Save" or "Done"

**Step 5: Keep your PIN safe**

- Write it down somewhere secure (not on a Post-it on your monitor)
- Don't share it with team members
- If someone asks, they're likely trying to hack your account

---

### Account Security Checklist

- ✅ Enable two-step verification
- ✅ Set a strong PIN (not simple numbers)
- ✅ Provide recovery email
- ✅ Privacy settings: "My contacts" for most options
- ✅ Mute notifications for chats you want to ignore
- ✅ Disable read receipts for less pressure (optional)
- ✅ Review linked devices regularly

---

### Pro Tips for Notification and Privacy Settings

- **During work hours:** Enable notifications to catch customer messages
- **After hours:** Mute notifications so you don't get stressed by work messages
- **Two-step verification:** Enable it immediately. Security is not optional for business
- **Recovery email:** Use a different email than your account login for extra security
- **Privacy is business:** Don't let everyone know you're online 24/7. Manage expectations
- **Backup codes:** If you lose your PIN, you'll need your recovery email. Keep it updated
- **Test notifications:** Send yourself a message to verify your settings work

---

## Summary: Profile & Settings Checklist

Once you've configured everything in this section, you should have:

- ✅ **Business profile:** Professional name, logo, description, website, hours, address
- ✅ **Greeting message:** Warm welcome that sets tone for new customers
- ✅ **Away message:** Automated reply outside business hours
- ✅ **Business hours:** Accurate hours so customers know your availability
- ✅ **Quick replies:** 5–10 templates for common questions
- ✅ **Labels:** Color-coded tags for chat organization (New, Pending, Completed, VIP, etc.)
- ✅ **Notifications:** Customized sounds, vibrations, and preview settings
- ✅ **Privacy settings:** Controlled who sees your status and last seen
- ✅ **Two-step verification:** Extra security with PIN and recovery email

Your WhatsApp Business account is now fully optimized, professional, and organized. You're ready to handle customer communication at scale with confidence.

---

## What's Next?

Now that your profile and settings are configured, explore these related topics:

- Creating a Catalog (if selling products)
- Using Quick Replies effectively (template management)
- Team management (if multiple people use the account)
- Compliance & Policies (understanding WhatsApp rules)
- Analytics (understanding performance)

**Your WhatsApp Business account is now a professional communication hub.**

---

URL: https://chakrahq.com/help/learning-centre/meta-business-manager/meta-business-suite.md.md

# Facebook Business Suite: Full Guide

Facebook Business Suite (now called Meta Business Suite) is a unified platform that brings all your Facebook, Instagram, and Messenger management tools together in one place. Instead of juggling multiple tabs and apps, you get a single dashboard to create content, connect with customers, track performance, and run ads.

For businesses serious about social media presence, understanding and leveraging Facebook Business Suite is essential to saving time, building customer relationships, and growing your audience effectively.

## What is Facebook Business Suite?

Facebook Business Suite is Meta's centralized hub for managing your business presence across all Meta platforms. It consolidates the tools you need to manage your brand's Facebook Page, Instagram account, and Messenger—all from one dashboard instead of bouncing between separate apps and interfaces.

### The core concept

Think of it like a control center for your social media operations. Just as a flight control center monitors multiple aircraft from one location, Facebook Business Suite lets you oversee multiple accounts and platforms from one unified interface. Everything you need to run your business on Meta's platforms is accessible without switching apps or logging in and out repeatedly.

### Who created it and why

Meta (formerly Facebook) created Facebook Business Suite to solve a real problem: business owners were spending too much time switching between Facebook, Instagram, and Messenger to manage messages, post content, check analytics, and run ads. The result was inefficiency, wasted time, and potential delays in responding to customers.

By consolidating these tools, Meta aimed to help businesses—especially small and medium-sized ones—work smarter. Two out of three surveyed users reported that Facebook Business Suite helped them connect with more customers.

### Business Suite vs.  Manager

There's often confusion about the difference:

**Facebook Business Suite**:

- Simpler, user-friendly dashboard
- For posting, messaging, insights, and basic ad creation
- Good for solopreneurs and small teams
- Free and takes 5 minutes to set up

**Facebook Business Manager (now Meta Business Manager)**:

- More advanced dashboard
- For managing pages, ad accounts, team members, and team assets at scale
- Better for larger teams and agencies
- More granular permission settings

For most small businesses, Facebook Business Suite is enough. If you have a large team or multiple locations with complex access requirements, you might graduate to Business Manager.

## Features & Capabilities

Facebook Business Suite has four main capability areas, plus some bonus features that make it a comprehensive business tool.

1. **Create & Schedule Posts and Stories**

   One of the most time-saving features is the ability to plan your content in advance.

   **What you can do:**

- Create posts: Write and design posts for Facebook and Instagram
- Create stories: Design visual stories (temporary posts that disappear in 24 hours)
- Schedule for optimal times: Schedule posts to go live when your audience is most active
- Drag-and-drop calendar: Visual calendar to see all your scheduled content at once
- Cross-post simultaneously: Publish to both Facebook and Instagram from one place
- Save drafts: Create posts and save them to finish later
- Preview before posting: See how content looks on each platform before it goes live
- Edit scheduled posts: Change posts even after scheduling them (but before they publish) **Why this matters:**

   You don't have to be online to post. Plan a week's worth of content on Sunday, schedule it to go live at optimal times (when your audience is online), and focus on other business tasks. This consistency builds audience trust and keeps your brand visible.

   **Example:**

   Monday: Schedule 3 posts for the week ├─ Monday 10 AM: "New product launch" ├─ Wednesday 2 PM: "Customer spotlight" └─ Friday 6 PM: "Weekend special"

   You continue serving customers while posts go live automatically

2. **Manage Messaging and Customer Communication**

   All your customer messages in one inbox—this is a game-changer for customer service.

   **What you can do:**

- Unified inbox: Receive messages from Facebook, Instagram, and Messenger in one place
- Respond to comments: Reply to comments on your posts directly
- Respond to DMs: Answer private messages from customers
- Automated responses: Set up quick replies for frequently asked questions ("What are your hours?", "Where do I order?")
- Message templates: Pre-written responses for common inquiries (speeds up replies)
- Tag messages: Organize conversations (customer inquiry, order follow-up, support issue)
- Search conversations: Find old messages by keyword or customer name
- Use mobile app: Manage messages from your phone (iOS and Android) **Why this matters:**

   Fast, organized customer communication builds loyalty. When a customer asks a question, you can respond immediately from one inbox instead of checking three separate platforms.

   **Real example:**

   Customer on Instagram: "What sizes do you have?" → You see it in unified inbox → Reply instantly: "We have XS, S, M, L, XL. Which are you interested in?" → Customer replies: "Size M" → You send catalog link

   All from one message inbox. Total time: 2 minutes.

3. **View Detailed Insights and Analytics**

   Data-driven decisions lead to better results. Facebook Business Suite brings all your important metrics to one dashboard.

   **What you can do:**

- View reach and impressions: How many people saw your content
- Engagement metrics: Likes, comments, shares, saves
- Audience demographics: Age, gender, location of your followers
- Best-performing content: Which posts got the most engagement
- Follower growth: Track if you're growing or shrinking
- Posting times: When your audience is most active
- Story performance: How many people viewed your stories
- Separate insights tabs: Facebook insights separate from Instagram insights
- Trend analysis: See what content performs over time **Why this matters:**

   If you don't track data, you're guessing. Insights tell you what content your audience loves. Double down on it. If something isn't working, you'll see it and can adjust.

   **Example:**

   Your insights show: ├─ Monday posts get 10% engagement (low) ├─ Wednesday posts get 45% engagement (very high) └─ Friday posts get 25% engagement (medium)

   Action: Schedule more posts on Wednesdays\\ Result: More engagement, more reach, more customers

4. **Create and Manage Ad Campaigns**

   Running paid ads directly from Business Suite is seamless.

   **What you can do:**

- Create ad campaigns: Design ads for Facebook and Instagram
- Set budgets: Control how much you spend daily or total
- Target audience: Choose by age, location, interests, behaviors
- Schedule ads: Run ads for specific dates/times
- A/B testing: Test different ad versions to see which performs better
- Track ad performance: See ROI, cost per click, conversions
- Edit live campaigns: Adjust audience, budget, or creative while running
- Create lead generation ads: Collect customer information directly in ads
- Boost posts: Turn organic posts into paid ads quickly **Why this matters:**

   Instead of learning a separate Ads Manager interface, you can create ads directly from Business Suite. For small budgets (₹100–1,000/day), this is perfect.

   **Example:**

   You created an Instagram post: "New summer collection 50% off" Engagement: 15 likes, 3 comments (good but could be better)

   Decision: Boost the post (turn it into an ad) ├─ Budget: ₹500 ├─ Target: Women 18-45, interested in fashion └─ Run for 5 days

   Result: 5,000 people see it, 200 click to shop Revenue: ₹50,000 (ROI: 100x)

5. **Additional Features**

   Beyond the main four, Facebook Business Suite offers extras that add value.

- **Brand Kit**:
    - Create brand guidelines (colors, fonts, logos)
    - Team members use consistent branding
    - Ensures professional appearance across posts
- **Inbox settings**:
    - Customize notifications (so you're not overwhelmed)
    - Set response templates
    - Assign tasks to team members
- **Help resources**:
    - Access tutorials and guides within the platform
    - Get recommendations based on your industry
    - Learn best practices from Meta

## Why To Use?

If you're running a business on Facebook and Instagram, here are concrete reasons to use Business Suite instead of managing them separately.

1. **Save Time (Significant time savings)**

   Without Business Suite:

- Open Facebook, check messages (5 mins)
- Close Facebook, open Instagram, check DMs (5 mins)
- Close Instagram, open personal Facebook (2 mins)
- Switch to Ads Manager for ads (3 mins)
- Switch back to individual pages to post (5 mins)\\ Total: 20 minutes just to check and do basic tasks With Business Suite:
- Log into [business.facebook.com](https://business.facebook.com)
- Everything is on one dashboard: Total: 2 minutes Over a month, that's 9+ hours saved. That's time you could spend serving customers, creating better content, or growing your business.

2. **Never Miss a Customer Message**

   When messages are scattered across Facebook, Instagram, and Messenger, it's easy to miss one. A unified inbox means:

- ✅ No missed customer inquiries
- ✅ Faster response time (customers appreciate quick replies)
- ✅ Better customer satisfaction
- ✅ Higher conversion (faster response = more sales)

3. **Content Calendar and Planning**

   Planning content in advance is a game-changer:

- ✅ No more "what should I post today?" stress
- ✅ Consistent posting schedule (customers know when to expect content)
- ✅ Quality improves (you have time to create better content)
- ✅ Works while you sleep (posts go live on schedule)

4. **Data-Driven Decisions**

   Instead of guessing what content works, you see actual data:

- ✅ Know which content resonates (double down on it)
- ✅ Know which content flops (stop doing it)
- ✅ Understand your audience better (demographics, interests)
- ✅ Time posts for maximum engagement (when audience is online)

5. **Professional Team Collaboration**

   If you have team members helping with social media:

- ✅ Set specific roles and permissions
- ✅ Track who posted what (accountability)
- ✅ Approve posts before they go live (quality control)
- ✅ Collaborate without sharing passwords

6. **It's Completely Free**

   Unlike many third-party social media tools, Facebook Business Suite costs nothing:

- ✅ No subscription fee
- ✅ No hidden charges
- ✅ No ads within the platform
- ✅ Full feature access for free The only costs are your internet and optional paid ads (but those are your choice).

7. **Direct Access to Facebook and Instagram Features**

   Since Facebook (Meta) owns the platform, Facebook Business Suite gets new features first:

- ✅ Latest filters and story features
- ✅ New ad formats before they reach third-party tools
- ✅ Direct integration with Instagram Shopping
- ✅ Seamless integration with WhatsApp (Meta product)

## Key Benefits

Let's break down the benefits into categories:

### Time and Efficiency Benefits

| Benefit | Impact |
| --- | --- |
| Centralized dashboard | Manage 2 platforms from 1 place instead of 2 |
| Unified inbox | Check all messages in one spot, not 3 |
| Content scheduling | Plan content days/weeks in advance |
| Batch content creation | Create multiple posts at once, schedule them all |
| Quick reply templates | Answer common questions in seconds |
| Calendar view | See entire content strategy at a glance |

Bottom line: You save 30-60 minutes daily. Over a month, that's 10-20 hours.

### Business Growth Benefits

| Benefit | Impact |
| --- | --- |
| Faster customer response | Customers appreciate quick replies (increases sales) |
| Consistent posting | Regular content keeps audience engaged |
| Better-quality content | More time to create means better content |
| Data-driven strategy | Post what your audience wants (increases reach) |
| Easy ad creation | Can run ads with small budget (₹100+/day) |
| Team collaboration | Multiple people can help (scale faster) |

Bottom line: More engagement, more followers, more sales.

### Cost Benefits

| Benefit | Impact |
| --- | --- |
| Free to use | Save money vs. paid social media tools |
| No setup cost | Takes 5 minutes, costs ₹0 |
| No learning curve | Intuitive interface (easy to learn) |
| Consolidates tools | Replaces 3-4 separate platforms |
| No team headaches | Don't need multiple people with multiple logins |

Bottom line: You're paying ₹0 for a platform that other businesses pay ₹500-2,000/month for.

### Customer Service Benefits

| Benefit | Impact |
| --- | --- |
| Unified inbox | Answer all customer questions from one place |
| Quick replies | Respond faster to common questions |
| Message templates | Consistent, professional responses |
| Tagging system | Organize conversations (support, sales, inquiry) |
| Search feature | Find old conversations quickly |

Bottom line: Better customer experience = loyal customers = repeat purchases.

### Analysis & Insights Benefits

| Benefit | Impact |
| --- | --- |
| See what works | Post more of high-performing content |
| See what flops | Stop wasting time on low-performing content |
| Audience demographics | Know who you're reaching (age, location, interests) |
| Posting time optimization | Schedule posts when audience is online |
| Trend spotting | Notice patterns (e.g., Wednesdays get most engagement) |

Bottom line: Stop guessing. Let data guide your strategy.

## Key Use Cases

Let's get specific about what you can actually accomplish:

### Content Creation & Publishing

**Create a Facebook post**:

- Go to "Posts" or "Create"
- Write text, add images/video
- Click "Schedule" to set a date/time
- Post goes live automatically

**Create an Instagram story**:

- Go to "Stories" or "Create"
- Add images, text, stickers
- Schedule or publish immediately
- Story expires in 24 hours (or sooner if you delete)

**Cross-post to both platforms**:

- Create post (text + image)
- Select "Facebook" and "Instagram" (not just one)
- Customize for each if needed
- Schedule for same time
- Publishes to both simultaneously

**Create an album**:

- Go to "Posts"
- Click "Create album"
- Upload multiple photos
- Add captions
- Publish to Facebook

**Save as draft**:

- Start creating post
- Click "Save as draft" instead of "Publish"
- Return to draft later
- Edit and publish when ready

### Messaging & Communication

**Respond to a message**:

- Go to "Inbox"
- See all messages (Facebook, Instagram, Messenger combined)
- Click message to expand
- Type reply
- Send

**Use quick reply template**:

- Go to "Inbox settings"
- Create template (e.g., "Thank you for contacting us. What can I help with?")
- When message arrives, click "Quick replies"
- Select template
- Send instantly

**Tag a message**:

- Open message
- Click "Add tag"
- Choose tag (Customer Inquiry, Order, Support, etc.)
- Organize inbox by tags

**Search for a message**:

- Go to "Inbox"
- Click search bar
- Type customer name or keyword
- Find that old conversation instantly

### Analytics & Insights

**Check post performance**:

- Go to "Insights"
- See reach, engagement, saves
- Click on specific post for detailed data
- Identify which posts performed best

**View audience demographics**:

- Go to "Insights"
- Scroll to "Audience" section
- See age, gender, location of followers
- Understand who you're reaching

**Find your best posting times**:

- Go to "Insights"
- Look for "Active times" or "Audience active times"
- Post when audience is online
- Increase engagement

**Compare performance**:

- Create 2 similar posts with different content
- Track engagement on each
- See which version resonates
- Create more like the winning version

### Advertising

**Create an ad campaign**:

- Go to "Ads"
- Click "Create campaign"
- Choose objective (sales, reach, leads, etc.)
- Set budget (₹100/day minimum)
- Target audience (age, interests, location)
- Upload creative (image/video)
- Write copy
- Launch ad

**Boost a post**:

- Create a post and publish it organically first
- Check performance after a few hours
- If good engagement, click "Boost"
- Set budget and audience
- Boost runs the ad for specified period

**Track ad results**:

- Go to "Ads"
- See each campaign's performance
- Cost per click (CPC)
- Cost per conversion (CPA)
- Return on ad spend (ROAS)

**Adjust a running campaign**:

Go to "Ads"

- Find the active campaign
- Pause, adjust budget, or edit audience (while it's running)
- Changes apply immediately

### Team Management

**Add a team member**:

- Go to "Settings"
- Click "People"
- Click "Add people"
- Enter their email address
- Choose role (Admin, Employee, Analyst)
- Select which assets they access (pages, accounts)
- Send them invite

**Set member permissions**:

- Choose role:
    - Admin: Full access to everything
    - Employee: Limited access (what you specify)
    - Analyst: View-only (can see insights but can't post/message)
- Assign to specific pages or accounts
- Member sees only what you allow

**Remove a team member**:

- Go to "Settings"
- Click "People"
- Find team member
- Click "Remove"
- Their access is immediately revoked

**Approve posts before publishing**:

- Set approval workflow (if available in your region)
- When team member creates post, it goes to approval queue
- You review before it publishes
- Maintains quality control

## Step-by-Step Setup

If you're ready to start using it, here's exactly how to set it up.

### Prerequisites

Before you begin, you need:

- ✅ A personal Facebook account (already have one? You're good)
- ✅ A Facebook Business Page (if you don't have one, you'll create it during setup)
- ✅ Optionally, an Instagram account (if you want to manage Instagram too)

### 1: Access Business Suite

- Go to business.facebook.com in your web browser
- Log in with your personal Facebook account (the one you use for personal stuff)
- You're now in Facebook Business Suite

Note: Facebook Business Suite is different from your personal Facebook account. It's a separate workspace for business use.

### 2: Create/Add a Page

If you already have a Facebook Business Page:

- Business Suite detects existing pages
- You'll see your page name
- Click to select it
- You're connected!

If you don't have a page yet:

- Click "Create a new page"
- Enter business name
- Choose category (e.g., "Salon", "Retail", "Restaurant")
- Add profile picture (your logo)
- Add cover photo
- Fill in basic info (address, phone, hours)
- Click "Create page"

### 3: Connect Instagram

If you already have an Instagram business account:

- Go to Settings in Business Suite
- Click "Instagram accounts"
- Click "Connect Instagram account"
- Log in with Instagram credentials
- Authorize Business Suite to access Instagram
- Instagram is now connected!

If you don't have an Instagram account:

- Go to Settings
- Click "Instagram accounts"
- Click "Create Instagram account"
- Enter username and follow prompts
- Account is created and connected

### 4: Set Up Business Profile

- Go to Settings
- Click "Business settings"
- Fill in:
- Business name
- Business description
- Contact information
- Hours of operation
- Website
- Category
- Click "Save"

This information appears on your Facebook Page and helps customers find and contact you.

### 5: Invite Team Members

If you work alone, skip this step.

If you have team members:

- Go to Settings
- Click "People"
- Click "Add people"
- Enter their email address
- Choose role (Admin, Employee, Analyst)
- Select what they access
- Click "Add"
- They receive invite email
- They click link to confirm and gain access

### 6: Create First Post

- Click "Posts" in the main menu
- Click "Create" or "Create post"
- Write your post text
- Add image/video if desired
- Choose where to post (Facebook, Instagram, or both)
- Choose to:
- Publish now: Goes live immediately
- Schedule: Set date/time, publishes automatically
- Click "Publish" or "Schedule"

### 7: Check Inbox

- Click "Inbox" in main menu
- You see all messages from Facebook and Instagram
- Reply to any messages
- Try using a quick reply template

### 8: View Insights

- Click "Insights" in main menu
- See how many people follow you
- See engagement on recent posts
- Explore audience demographics

Congratulations! You've set up Facebook Business Suite and are ready to use it.

## Key Questions

**Q: Is Facebook Business Suite free?**
**A:** Yes, completely free. There are no subscription fees, no hidden charges, no ads within the platform. The only optional costs are if you choose to run paid ads (but that's your choice and separate from the tool itself).

**Q: Do I need Business Manager or Business Suite?**
**A:** Most small businesses need Business Suite. It's simpler and covers 95% of what you'll do (post, message, check insights, run ads).\\ Use Business Manager only if you have:

- Large team (10+ people)
- Multiple ad accounts
- Complex permission structures
- Agency managing multiple client accounts

**Q: Can I manage multiple Facebook Pages?**
**A:** Yes. If you have 2, 3, or more Facebook Pages, you can manage them all from Business Suite. Just add them during setup or in settings.

**Q: Can I post the same content to Facebook and Instagram?**
**A:** Yes. When creating a post, select both platforms. The post publishes to both simultaneously. You can customize it for each platform if needed (e.g., different captions, hashtags).

**Q: How far in advance can I schedule posts?**
**A:** You can schedule posts up to 75 days in advance. This is useful for planning big campaigns or vacations.

**Q: Can I use Business Suite on mobile?**
**A:** Yes. Meta has mobile apps for Facebook Business Suite on iPhone and Android. You can post, reply to messages, and check insights from your phone.

**Q: What if I have a personal Facebook account and a business account?**
**A:** You manage both separately. Log into your personal account for personal stuff. Log into Business Suite (using same email) for business. They're completely separate.

**Q: Can I undo a published post?**
**A:** You can't truly undo it, but you can delete the post which removes it from public view and your feed. People who already saw/shared it will still know it existed, but it won't be visible anymore. So delete quickly if you made a mistake.

**Q: Do I need an Instagram account to use Business Suite?**
**A:** No. You can use Business Suite with just Facebook. But if you have Instagram, connecting it adds value (manage both platforms together).

**Q: What happens if I'm inactive for a while?**
**A:** Nothing. Your page stays active. When you log back in, everything is still there. You don't lose access.

**Q: Is Facebook Business Suite safe? Can my account get hacked?**
**A:** Facebook takes security seriously. To be extra safe:

- ✅ Use a strong, unique password
- ✅ Enable two-factor authentication (Settings → Security)
- ✅ Don't share login with untrusted people
- ✅ Use team member roles instead of sharing passwords

## Best Practices to Use:

Once you're set up, follow these best practices to maximize value:

1. **Plan Your Content Calendar** Do this weekly:

- Decide what 7-10 posts you'll create
- Create all posts at once (batch work)
- Schedule them throughout the week
- Post while you focus on other business tasks Why: Consistency builds audience. Batch creation saves time.

2. **Post When Your Audience is Online** Do this:

- Check Insights regularly
- Find "Active times" or "Best times to post"
- Schedule posts for those windows
- Monitor engagement Why: Posts published when audience is online get more visibility and engagement.

3. **Monitor Messages Daily** Do this:

- Check Inbox every morning (takes 5 minutes)
- Reply to customer messages within 2 hours
- Use quick replies for common questions
- Be responsive and friendly Why: Fast responses lead to happy customers and higher sales.

4. **Review Insights Weekly** Do this:

- Every Sunday, spend 15 minutes on Insights
- See which posts performed best
- Note what your audience engaged with
- Plan next week's content based on what worked Why: Data-driven strategy beats guessing.

5. **Create a Posting Schedule** Example schedule:

   Monday: New product or service announcement Wednesday: Customer spotlight or testimonial Friday: Special offer or promotion Weekend: Fun or motivational content

   Why: Consistency makes your audience expect content and builds habit.

6. \*\*Use Captions and Hashtags Strategically\*\*\\ Do this:

- Write engaging captions (not just describing the image)
- Use 5-10 relevant hashtags on Instagram
- Keep hashtags related to your business (fashion, salon, fitness, etc.)
- Don't spam hashtags Why: Good captions increase engagement. Hashtags help new people discover you.

7. **Respond to Comments** Do this:

- When someone comments on your post, reply to them
- Be genuine and friendly
- Answer questions
- Thank them for engagement Why: Engagement begets engagement. People who see you respond engage more.

8. **Test and Iterate** Do this:

- Create different types of content (photos, videos, stories, carousels)
- Track which formats get better engagement
- Do more of what works
- Reduce what doesn't work Why: You learn what your specific audience wants over time.

9. **Protect Your Account** Do this:

- ✅ Use strong, unique passwords
- ✅ Enable two-factor authentication
- ✅ Never share login credentials
- ✅ Regularly check who has access (Settings → People)
- ✅ Remove team members who no longer work with you Why: A hacked account can damage your business reputation.

10. **Keep Up with Changes** Do this:

- Meta updates features regularly
- Check the "Help" section for new features
- Watch for notifications in Business Suite about updates
- Experiment with new features Why: New features might be beneficial for your specific business.

## Advanced Features Worth Exploring

Once you're comfortable with basics, explore these advanced features:

1. **Lead Generation Ads** Instead of sending traffic to your website, collect leads directly in Facebook:

- Create form in the ad
- Customer fills form (stays in Facebook)
- Their info goes to your inbox
- Much higher conversion rate Perfect for: Salons booking appointments, services generating inquiries, real estate

2. **Instagram Shopping** If you sell products:

- Link product catalog to Instagram
- Customers shop directly in Instagram
- No need to send them to website
- Checkout in-app Perfect for: E-commerce, retail, handmade goods

3. **Carousel Ads** Create ads with multiple images customers swipe through:

- Tell a story with multiple images
- Each image can be different product
- Higher engagement than single image\\ Perfect for: Showing product range, telling visual stories

4. **Video Content** Prioritize video content:

- Videos get 5x more engagement than images
- Can be short clips (15-30 seconds)
- Stories, Reels, or longer videos all work
- Captions recommended (many watch without sound)\\ Perfect for: Tutorials, behind-the-scenes, product demos, testimonials

5. **Stories** Short-form content that's temporary:

- Disappear in 24 hours
- More casual than posts
- Good for daily updates, announcements
- High engagement from followers\\ Perfect for: Quick updates, flash sales, behind-the-scenes, daily content

6. **Reels (Instagram)** Short-form video (15-90 seconds):

- Highest engagement format on Instagram
- Algorithm prioritizes Reels
- Great for entertainment, tips, tutorials
- Viral potential Perfect for: Entertainment content, quick tips, trending content

## Real-World Examples

**Example 1: Local Salon** Business: Hair salon with 3 staff members\\ How they use Business Suite:

- Post schedule: Mon, Wed, Fri at 2 PM
- Monday: New service announcement
- Wednesday: Customer transformation (before/after)
- Friday: Weekend special offer
- Messaging: Appointments booked via message (3-4/day)
- Insights: Found that Wednesday posts get 3x engagement
- Team: Assistant posts content, manager reviews before publishing
- Ads: Occasionally boost Friday posts, ₹300 budget, generate 5-10 appointment requests\\ Result: Increased bookings by 20% first month

**Example 2: E-commerce Store (Online Fashion)** Business: T-shirt and apparel shop, fully online\\ How they use Business Suite:

- Post schedule: Daily posts (product launches, customer reviews, fashion tips)
- Messaging: 30+ messages/day from customers asking questions
- Insights: Tracks which products/styles get most interest
- Ads: Runs campaigns with ₹2,000/day budget, promotes best sellers
- Instagram Shopping: Links catalog so customers shop directly on Instagram
- Team: 2 people manage together (owner creates content, assistant manages messages)\\ Result: ₹5 lakh/month revenue from social media (60% of total business)

**Example 3: Service Business (Fitness Coaching)** Business: Online fitness coaching, ₹500 membership/month. How they use Business Suite:

- Post schedule: 5x/week with tips, transformations, motivational content
- Messaging: Leads from interested people, convert to members
- Insights: See which content gets leads (fitness challenges, before/afters)
- Ads: Boost converting content with ₹500/day budget
- Lead ads: Create lead generation ad to capture interested people
- Stories: Daily behind-the-scenes, workouts, community updates\\ Result: 50 new members/month, ₹25,000 monthly revenue (from ₹0)

**Example 4: Local Restaurant** Business: Small restaurant, 20 seats, family-run\\ How they use Business Suite:

- Post schedule: Daily (specials, menu items, behind-the-scenes)
- Messaging: Reservation requests and food delivery questions
- Insights: See which dishes get most comments (adjust menu)
- Ads: Weekend specials boosted with ₹500 budget
- **Stories**: Live kitchen activity, special guests, daily events. **Result**: 30% increase in walk-ins, attracts food delivery orders

## Key Issue & Troubleshooting

**Challenge 1: Algorithm changes affect reach** Problem: You post content but few people see it\\ Solution:

- Focus on engagement (comments, shares, saves)
- Ask questions in captions (encourage comments)
- Use video (algorithm favors video)
- Post consistently (algorithm rewards consistency)
- Use current trends and sounds

**Challenge 2: Team coordination** Problem: Multiple people posting, inconsistent messaging\\ Solution:

- Create content calendar (everyone knows plan)
- Set approval workflow (owner approves before post)
- Write brand guidelines (consistent tone/style)
- Use quick reply templates (consistent customer responses)

**Challenge 3: Measuring ROI** Problem: "I'm posting on Facebook but can't see results"\\ Solution:

- Check Insights (see reach, engagement)
- Track conversions (use UTM parameters on links)
- Run ads with tracking (see cost per result)
- Set goals (followers, engagement, sales)
- Measure over time (1 month, not 1 week)

**Challenge 4: Time management** Problem: "Managing social media takes too much time"\\ Solution:

- Batch create content (do it all once per week)
- Schedule posts (30 minutes planning saves hours)
- Use quick replies (save time responding)
- Set reply times (don't check every 5 minutes)
- Delegate if possible (hire assistant for posting/messaging)

**Challenge 5: Content ideas running dry** Problem: "I don't know what to post"\\ Solution:

- Use content templates (tips, testimonials, behind-the-scenes, offers)
- Follow competitors (see what they post)
- Ask customers (what questions do they have?)
- Repurpose old content (update and re-post)
- Share industry news/trends

## Summary & Checklist

After reading this guide, you should be able to:

- ✅ Understand what Facebook Business Suite is (unified dashboard for Facebook and Instagram)
- ✅ Know why to use it (save time, better customer service, growth)
- ✅ Set it up (5-minute setup process)
- ✅ Create and schedule posts (plan content in advance)
- ✅ Manage messages (unified inbox from all platforms)
- ✅ View analytics (understand what's working)
- ✅ Run ads (create campaigns directly from Business Suite)
- ✅ Manage team members (add people, set permissions)
- ✅ Implement best practices (content calendar, quick replies, regular reviews)

Facebook Business Suite is now ready to help grow your business on Meta's platforms. Start with the basics, and explore advanced features as you get comfortable.

## What's Next?

- Start posting: Create 7 posts and schedule them for the week
- Monitor messages: Check Inbox daily, practice quick replies
- Review insights: Spend 15 minutes weekly analyzing what works
- Experiment with ads: Run a ₹500 campaign to test what resonates
- Build your audience: Consistent posting grows followers over time
- Scale when ready: Once comfortable, explore advanced features (Reels, lead ads, etc.)

Your Facebook Business Suite is now a central hub for your social media operations. Use it well, stay consistent, and watch your business grow.

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URL: https://chakrahq.com/help/learning-centre/meta-business-manager.md.md

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URL: https://chakrahq.com/help/learning-centre/whatsapp-business-api/phone-numbers-embedded-signup.md.md

# Phone Numbers & Linking

In the world of customer communication, the WhatsApp Business API serves as a powerful tool for businesses to engage with clients at scale. A key component of setting up your WhatsApp Business API is managing phone numbers effectively. This section explores the essentials of WhatsApp API phone numbers, including their types, linking processes, and management options. For businesses using platforms like Chakra Chat, these steps can be streamlined to ensure seamless onboarding and compliance with Meta's guidelines.

## What is a WhatsApp API Phone Number?

A WhatsApp API phone number is essentially a dedicated business phone number registered with the WhatsApp Business API (often referred to as the Cloud API) to enable sending and receiving messages through the platform. Unlike a standard WhatsApp number used for personal messaging, this number is tied to a WhatsApp Business Account (WABA) and allows for automated, high-volume interactions such as customer support queries, notifications, and marketing campaigns.

Once registered, the number remains functional for everyday uses like making calls or sending SMS, but it cannot be simultaneously active on the regular WhatsApp or WhatsApp Business App. This setup ensures that all communications are handled through the API for better security, scalability, and integration with business tools. For instance, with Chakra Chat, businesses can easily register and manage these numbers to start engaging customers without technical hurdles.

The phone number ID, a unique identifier provided during setup, is crucial for API configurations and can be retrieved from the Meta Developer Dashboard after registration. This ID helps in authenticating and routing messages efficiently.

## Supported Number Types

The WhatsApp Business API supports several types of phone numbers to accommodate different business needs, provided they can receive international calls or SMS for verification. Here's a breakdown:

- **Mobile Numbers**: These are the most recommended option, assigned to SIM cards or mobile devices. They offer standard messaging rates and are ideal for businesses seeking reliability and ease of setup.
- **Landline (Fixed Line) Numbers**: Tied to physical locations, these are suitable for established businesses with office-based lines. They work well for the API, even without a SIM, as long as voice or SMS verification is possible.
- **Toll-Free Numbers**: These allow customers to contact your business without incurring charges, making them great for customer service hotlines. However, they may have restrictions on international calls or require specific formatting.

Additionally, some providers offer virtual numbers or "555 numbers" (free options from Meta for eligible users), which can be claimed for up to two lines per business.

The "clean" number concept refers to a phone number that has never been registered with any WhatsApp account before. Using a clean number simplifies the registration process and avoids complications like migration or deletion of existing accounts. If a number has prior WhatsApp history, it must be "cleaned" by deleting the associated account and backing up data first. Chakra Chat assists businesses in verifying and preparing clean numbers to minimize setup time and ensure compliance.

All supported numbers must include a country and area code, and businesses should own the number legally for smooth verification.

## Connecting a Number

**Linking a Number to the WhatsApp Business API and Number Migration**

Linking a phone number to the WhatsApp Business API involves registering it through Meta's App Dashboard or a Business Solution Provider (BSP). Start by accessing the Meta Business Suite, selecting your WABA, and adding the number via the "Add Phone Number" option. You'll need to verify it with a one-time PIN sent via SMS or voice call. This process typically takes minutes and enables the number for API use.

For businesses transitioning from the WhatsApp Business App, number migration is key. To migrate, you must delete the existing app account (after backing up chats) and then register it with the API. Alternatively, use Meta's Embedded Signup for a smoother transfer, which preserves chat history, contacts, and settings without data loss. This is especially useful for avoiding downtime. With Chakra Chat, this migration can be handled effortlessly, integrating your existing number into automated workflows.

If the number was previously on the personal WhatsApp app, a similar deletion and re-registration process applies. Always ensure the number is unlinked from any prior apps to prevent verification issues.

## Migration, Disconnection & Reactivation

**Number Porting Between BSPs, Disconnection, and Reactivation**

Number porting allows businesses to transfer a WhatsApp API phone number from one BSP to another without losing essential elements like templates, quality ratings, or messaging limits. This is done via Meta's Embedded Signup flow: Disable two-factor authentication (2FA) on the current setup, request a migration through the new BSP, and verify with a 6-digit PIN. The process maintains your display name and account integrity, making it ideal for switching providers seamlessly.

For disconnection, navigate to the WhatsApp Manager in the Meta Business Suite, select the phone number, and click the delete icon. This unlinks the number from the API, but it may take up to a few days for the change to fully process. If the number was connected via a BSP, you may need to remove the provider from your partners list as well.

Reactivation involves re-registering the disconnected number once the unlink is complete. Simply add it back through the App Dashboard or your BSP's portal, verifying again with OTP. Be cautious with banned or flagged numbers, as they may require additional steps like account recovery. Chakra Chat simplifies porting, disconnection, and reactivation, helping businesses maintain continuous operations during transitions.

# Embedded Signup (ES)

The WhatsApp Business API offers various onboarding methods, but Embedded Signup stands out as a streamlined approach for businesses looking to integrate quickly and efficiently. Particularly for platforms like Chakra Chat, which acts as a Business Solution Provider (BSP), this flow simplifies the process of connecting your business to WhatsApp's powerful messaging capabilities. Below, we delve into the key aspects of Embedded Signup, tailored for business users seeking hassle-free setup without deep technical involvement.

## What is Embedded Signup

Embedded Signup, also known as the Facebook Embedded Flow, is an integrated onboarding process provided by Meta that allows businesses to register for the WhatsApp Business API directly through a BSP's platform, such as Chakra Chat, without manually navigating Meta's dashboards. It automates the creation of essential WhatsApp assets, including a WhatsApp Business Account (WABA), phone number linking, and permission sharing, all while collecting necessary business information in a seamless, guided workflow.

The primary advantage of using Embedded Signup is its simplicity and speed—it reduces setup time from days or weeks to just minutes in many cases, minimizing errors and ensuring compliance with Meta's requirements. For businesses, this means faster access to features like automated messaging, customer support bots, and broadcast campaigns. It's especially beneficial if you're switching providers or starting fresh, as it handles asset generation automatically and preserves data like chat history during migrations. With Chakra Chat, Embedded Signup integrates directly into your dashboard, providing a user-friendly interface that guides you through each step, making it ideal for non-technical teams focused on growth rather than IT hurdles.

## Setup Prerequisites

\*\* (Website, Business Manager, Verification, Documents)\*\*

Before initiating Embedded Signup, ensure your business meets Meta's foundational requirements to avoid delays. These prerequisites focus on verification and account setup to confirm your legitimacy and enable secure API access.

- **Meta Business Manager Account**: You need an active, verified Meta Business Manager (formerly Facebook Business Manager) account. If you don't have one, create it via business.facebook.com. This serves as the hub for managing your WABA and must be business-verified by Meta.
- **Business Verification**: Your business must undergo Meta's verification process, which involves submitting documents like a business license, certificate of incorporation, tax ID, or proof of address. This step confirms your company's authenticity and is mandatory for API access. Verification can take 1-3 business days, so complete it in advance.
- **Phone Number**: A dedicated, "clean" phone number (not currently linked to any WhatsApp account) that can receive SMS or voice calls for OTP verification. It should be owned by your business and support international formats.
- **Website and Additional Documents**: While not always required, having a functional business website helps during verification. You may also need to provide utility bills or bank statements as supporting documents if Meta requests them.
- **BSP Access**: Since Embedded Signup occurs through a BSP like Chakra Chat, you'll need an account on their platform. Chakra Chat handles the technical integration, so your role is primarily providing the above details.

Meeting these ensures a smooth flow—Chakra Chat's interface will prompt you for any missing items, helping you prepare without guesswork.

## Step-by-Step Signup journey

\*\* Step-by-Step Signup journey in Chakra Chat\*\*

Chakra Chat leverages Embedded Signup to make onboarding intuitive, guiding you through a high-level journey within its dashboard. This process typically takes 10-30 minutes, depending on verification speed. Here's an overview:

1. **Initiate Signup**: Log into your Chakra Chat account and navigate to the WhatsApp integration section. Click "Get Started with WhatsApp Business API" to launch the Embedded Signup flow.
2. **Authenticate with Meta**: You'll be redirected to log in with your Facebook account linked to your verified Business Manager. Grant permissions for Chakra Chat to manage your WABA and messaging.
3. **Provide Business Information**: Enter details like your business name, category, description, and verification documents if not already approved. Chakra Chat auto-fills where possible based on your profile.
4. **Add and Verify Phone Number**: Input your clean phone number, then verify it via a 6-digit OTP sent by SMS or call.
5. **Set Up Profile and Assets**: Choose a display name and profile picture. Chakra Chat generates your WABA, API credentials, and initial templates automatically.
6. **Review and Activate**: Submit for Meta's final approval (usually instant or within hours). Once approved, test messaging and integrate with Chakra Chat's tools for chats, automation, and analytics.

Chakra Chat provides real-time support and progress tracking, ensuring you can start messaging customers promptly.

## Numbers, Display Name, Approvals

**Choosing Number and Display Name, Common Approval Stages**

Selecting the right phone number and display name is crucial for branding and compliance during Embedded Signup.

- **Choosing a Number**: Opt for a mobile, landline, or toll-free number that's clean (no prior WhatsApp linkage) and capable of OTP receipt. In Chakra Chat, you'll select or provision one during signup—virtual numbers may be available for testing. Avoid numbers used in the standard WhatsApp app to prevent migration issues.
- **Display Name**: This is your business's visible name in WhatsApp chats (e.g., "Chakra Chat Support"). It must match your legal business name, avoid promotional terms, and comply with Meta's guidelines (e.g., no all caps, no URLs). Chakra Chat previews how it appears to users.

Common approval stages include:

- **Business Verification**: Initial check of documents (1-3 days if not pre-verified).
- **Display Name Review**: Meta assesses for policy adherence (hours to days).
- **Phone Number Approval**: Post-verification linkage (instant).
- **Overall WABA Activation**: Final green light, often immediate after prior steps.

Chakra Chat notifies you at each stage, with tips to expedite approvals.

## Migrating from Non-Embedded Signup

**Migrating from Non-Embedded to Embedded Signup**

If you're moving from a traditional (non-embedded) WhatsApp Business API setup—such as direct Meta onboarding or another BSP—to Embedded Signup via Chakra Chat, the process preserves your assets like templates, quality ratings, and messaging limits.

Key steps:

1. **Prepare Accounts**: Disable two-step verification (2FA) on your existing WABA via Meta's WhatsApp Manager.
2. **Initiate Migration in Chakra Chat**: From your dashboard, select the migration option and provide your current phone number and WABA details. Chakra Chat triggers the Embedded Signup flow.
3. **Approve Permissions**: Log into Meta Business Manager, go to "Requests," and approve Chakra Chat's access request. This shares your WABA without data loss.
4. **Verify and Complete**: Re-verify your phone if needed, then Chakra Chat handles asset transfer and activation.

This migration typically takes minutes to hours, with no downtime if done correctly. Chakra Chat ensures a smooth transition, allowing you to retain chat history and continue operations seamlessly.

---

URL: https://chakrahq.com/help/learning-centre/whatsapp-business/contact-management-chats.md.md

# Contact Management and Chats Guide

Managing your contacts and chat history effectively is the backbone of running a professional business on WhatsApp. As your customer base grows, having organized contacts, backed-up conversations, and easy ways for customers to reach you becomes essential. This guide covers everything from adding and importing contacts to backing up your entire chat history and managing your communication efficiently.

## How to Add or Import Contacts

Your contact list is your customer database. Building and maintaining it properly ensures you can reach customers and organize conversations effectively.

### Understanding your contact list

Your WhatsApp Business contact list includes:

- Saved contacts: Numbers you've manually saved in your phone
- Conversations: Any number you've chatted with (saved or not)
- Imported contacts: Bulk-imported from CSV files or your address book

When a customer messages you, WhatsApp automatically creates a conversation (even if not saved in contacts). But saving them properly helps with organization and messaging later.

### Save a contact from a message

When a customer messages you, they appear in your chat list. To save their number:

1. Open the chat with the customer you want to save
2. Tap their name at the top of the chat screen
3. You'll see their contact details (phone number, profile photo, status)
4. Tap "Add to contacts" or the "+" icon
5. Edit their details (optional)

- Name: "Priya Kumar" (full name recommended)
- Phone: Already filled in
- Email: Add if you have it
- Notes: Add business details ("VIP customer", "Size M", "Prefers calls")
- Label: Assign a label if your phone supports it ("Customers", "Suppliers", etc.)

6. Save

- Tap "Save" or "Done"
- Contact is now in your phone's address book
- Future messages from this number show their saved name

### Manually add a contact

If you want to add a customer before they message you (e.g., you have their number from a business card):

1. Open WhatsApp Business
2. Go to Contacts or look for a "New chat" button
3. Tap "New contact" or the "+" icon
4. Enter contact details

- Name: Customer's full name
- Phone: Their full number with country code (e.g., +91-9876543210)
- Email: Optional
- Notes: Optional (business info, preferences, last order)

5. Save

- Tap "Save"
- Contact is created
- You can now start a chat with them

### Import contacts from your phone

If you already have a customer list saved in your phone (from years of business), you can import them all at once:

1. Open WhatsApp Business Settings

- Tap Settings → Contacts or "Import contacts"
- Look for an "Import" option

2. Choose import method

- From phone contacts: Sync all contacts from your phone's address book
- From CSV file: If you have a spreadsheet (advanced option)

3. Select contacts to import

- If importing from phone: Choose which contacts to sync
- You can import all or select specific ones
- Tap "Import" or "Done"

4. Contacts appear in WhatsApp

- All imported contacts now appear in your WhatsApp contact list
- You can start chats with them or send broadcasts

### Bulk import from spreadsheet (CSV)

If you have a business CRM or spreadsheet with customer data:

1. Prepare your CSV file

- Format should be:

     Name, Phone, Email, Notes Priya Kumar, +919876543210, [priya@example.com](mailto%255C%253Apriya%2540example.com), VIP customer John Smith, +919123456789, [john@example.com](mailto%255C%253Ajohn%2540example.com), First order Jan 2025

2. Open WhatsApp Business Settings

- Go to Settings → Contacts or "Import contacts"
- Look for "Import from CSV" or similar

3. Choose your CSV file

- Select the spreadsheet file from your phone or cloud storage (Google Drive, Dropbox)
- Review the preview to ensure formatting is correct

4. Confirm import

- WhatsApp maps the columns (Name → Name, Phone → Phone, etc.)
- Review and confirm
- Tap "Import"

5. Contacts are imported

- All contacts from your spreadsheet now appear in WhatsApp
- You can send broadcasts or individual messages

### Best practices for contact management

- Use full names: "Priya Kumar" instead of "P K" helps you recognize customers
- Include country code: +91, +1, +44, etc. ensures numbers work across countries
- Add notes: "VIP customer", "Prefers size M", "Referred by John" helps personalize service
- Regular updates: As customers give you new numbers or emails, update their contact
- Segment your list: Create labels/groups by customer type (Retail, Wholesale, Corporate, VIP)
- Clean up regularly: Remove inactive contacts yearly to keep your list manageable
- Privacy first: Only save numbers from people who've consented to contact
- Backup your contacts: Export your contact list monthly in case of phone loss

### Contact data to track

Beyond just name and phone, consider tracking:

- Email address
- Preferred contact method (WhatsApp, call, email)
- Business type (for B2B)
- Last order date
- Lifetime purchase value
- Preferred size/color (for retail)
- Birthday (for special offers)
- Referral source (where they came from)
- Notes (any special requests or preferences)

Example contact card:

Name: Priya Kumar Phone: +919876543210 Email: [priya@example.com](mailto%255C%253Apriya%2540example.com) Preferred contact: WhatsApp Customer type: VIP/Repeat Last order: Jan 10, 2025 (Dress + Belt, ₹1,798) Lifetime value: ₹5,000+ Preferred size: M Birthday: March 15 Notes: Loves summer collection, referred by John Smith, prefers calls before delivery

## How to Share Your WhatsApp Business Links

Making it easy for customers to contact you is crucial. Instead of them manually saving your number and opening WhatsApp, a click or scan gets them straight to your chat. This is called a "Click-to-WhatsApp" link.

### What is a Click-to-WhatsApp link?

A Click-to-WhatsApp link (wa.me link) is a URL that opens a chat with you directly. When someone clicks it, they're instantly taken to your WhatsApp chat (on mobile) or WhatsApp Web (on desktop).

Example link: wa.me/919876543210 or [https://wa.me/919876543210](https://wa.me/919876543210)

When clicked:

- If they have WhatsApp: Opens a chat with your number
- If they don't have WhatsApp: Prompts them to install it first
- Works on phones, tablets, and computers

### How to create your wa.me link

1. Get your WhatsApp number

- You already have it (the one registered with your WABA). Example: +91-9876543210

2. Create the link

- Replace spaces and dashes with nothing:
    - Your number: +91-9876543210
    - Remove + sign: 919876543210
    - Link: [https://wa.me/919876543210](https://wa.me/919876543210)
- That's it! The link is ready.

Optional: Add a pre-filled message

- You can make the link open with a pre-written message already typed in (customer still has to tap send):
- Syntax: [https://wa.me/919876543210?text=Hello](https://wa.me/919876543210?text=Hello)
- Example: [https://wa.me/919876543210?text=Hi%20I%20want%20to%20place%20an%20order](https://wa.me/919876543210?text=Hi%20I%20want%20to%20place%20an%20order)
- Note: %20 represents a space in URLs.

Example links with messages:

| Purpose | Link |
| --- | --- |
| General contact | [https://wa.me/919876543210](https://wa.me/919876543210) |
| Sales inquiry | [https://wa.me/919876543210?text=Hi%20I%20want%20to%20buy](https://wa.me/919876543210?text=Hi%20I%20want%20to%20buy) |
| Support | [https://wa.me/919876543210?text=I%20have%20a%20question%20about%20my%20order](https://wa.me/919876543210?text=I%20have%20a%20question%20about%20my%20order) |
| Appointment booking | [https://wa.me/919876543210?text=I%20want%20to%20book%20an%20appointment](https://wa.me/919876543210?text=I%20want%20to%20book%20an%20appointment) |

### How to generate a QR code

A QR code is even easier—customers just scan your code with their phone camera.

1. Use WhatsApp's QR code feature

- Go to Settings → Business tools or "QR code"
- You'll see a QR code displayed (unique to your number)
- Tap "Share" to get options

2. Or use an online QR code generator

- Go to sites like:
    - qr-code-generator.com
    - qr.io
    - [www.qr-code-generator.com](http://www.qr-code-generator.com)
- Paste your wa.me link: [https://wa.me/919876543210](https://wa.me/919876543210)
- Generate the QR code
- Download as image (PNG or PDF)

3. Save and share

- Save the QR code as an image
- Add to:
    - Your business card
    - Your website
    - Your Instagram bio
    - Your email signature
    - Print posters for your store
    - Include in receipts

### Where to share wa.me / QR Code

On WhatsApp itself:

- Status: Post your link in your status: "Message us to shop! \\[link]"
- Bio/Profile: Add link to your WhatsApp Business profile if possible
- Broadcast: Send to existing contacts to share with friends

On your website:

- Add a button: "Chat with us on WhatsApp" that links to your wa.me link
- Include in footer or contact section
- Prominent "Contact" CTA

On social media:

- Instagram bio link: Put your wa.me link in your Instagram bio (or use Linktree)
- Instagram stories: Post your QR code with "Swipe up" (if eligible) or "Scan in comments"
- Facebook: Share link in posts, add to "Call to action" button if available
- LinkedIn: Add to contact section
- TikTok: Add in bio

In physical locations:

- Business cards: Print your QR code on every card
- Store poster: "Message us to order!" with QR code
- Receipt: Add QR code on receipts: "Questions? Scan to chat with us"
- Packaging: Include QR code in shipping boxes: "Feedback? Scan here!"

In marketing materials:

- Email signature: "Chat with us: \\[wa.me link]"
- Email campaigns: "Reply via WhatsApp: \\[link]"
- SMS: "Text 'Hi' to \\[wa.me link]"
- Google Business Profile: Add WhatsApp contact option
- Ads: Include link in ad copy

Example: QR code on business card

┌─────────────────────────┐ │  XYZ SALON              │ │  Hair • Skin • Wellness │ │                         │ │  \\[QR CODE IMAGE]        │ │  Scan to chat & book!   │ │                         │ │  📱 +91-9876543210      │ │  📍 Downtown Plaza      │ │  Hours: 10 AM–8 PM      │ └─────────────────────────┘

### Creating shortened links

If your wa.me link is long (especially with a pre-filled message), shorten it using:

- Bit.ly
- TinyURL
- Short.link

Example:

- Long: [https://wa.me/919876543210?text=Hi%20I%20want%20to%20book%20an%20appointment](https://wa.me/919876543210?text=Hi%20I%20want%20to%20book%20an%20appointment)
- Short: bit.ly/BookAppointment

### Tips for sharing your wa.me link

- Make it easy: Everyone should know they can WhatsApp you. Advertise it.
- Use specific messages: Different links for different purposes (sales, support, bookings) help segment inquiries
- Test the link: Click it from different devices to verify it works
- Mobile-first: Most customers are on mobile, so ensure link works on phones
- Add to email signature: Every email you send should have your wa.me link
- Include on invoices: "Have questions? Chat with us: \\[link]"
- Google Business integration: Add WhatsApp as a contact option if available in your region
- Track UTM parameters: If using advanced analytics, add ?utm\_source=instagram to track where clicks come from

Example marketing messages using wa.me

Instagram post caption: "Shop our summer collection! 👗 Message us to browse: wa.me/919876543210 (Or scan the QR code in our bio!) 🎀"

Email signature: "Questions? Chat with us on WhatsApp: wa.me/919876543210 📱"

Receipt footer: "Feedback? We'd love to hear! Scan to chat: \\[QR code]"

Website banner: "👋 Questions? Message us on WhatsApp! wa.me/919876543210 (Usually reply within 5 minutes)"

## 3. How to Block or Unblock Contacts

Sometimes you'll get unwanted messages—spam, harassment, or abusive customers. Blocking lets you stop receiving messages from someone without directly telling them they're blocked (maintains privacy).

### When to block a contact

✅ Spam messages: Repeated unwanted sales pitches\\ ✅ Harassment: Abusive, threatening, or inappropriate messages\\ ✅ After refund: Customer demanding refunds repeatedly after legitimate return period\\ ✅ Test numbers: Spam bots or test messages\\ ❌ Don't block after one disagreement: Try to resolve issues first

### How to block a contact

1. Open the chat with the person you want to block
2. Tap their name at the top of the chat
3. Scroll down to find "Block" or "Block contact" option
4. Tap "Block"
5. Confirm

- You'll see: "Block \\[Name]? They won't be able to see your status, profile photo, or last seen time. They also won't be able to call you."
- Tap "Block" to confirm

Result:

- Blocked person can still message you (you just won't see it)
- Their messages go to a separate "Blocked contacts" folder
- You don't get notifications
- They can't see your profile photo, status, or when you were last online
- They can't call you on WhatsApp
- You can't call them

### How to find your blocked contacts list

1. Open Settings

- Tap Settings (gear icon)
- Go to Account → Privacy or look for "Blocked contacts"

2. View blocked list

- You'll see all your blocked contacts in one place
- Can unblock from here

### How to unblock a contact

If you change your mind or want to give someone a second chance:

Method 1: From the chat

- Open the blocked contact's chat (if still visible)
- Tap their name
- Scroll down
- Tap "Unblock"
- Confirm

Method 2: From Settings

- Go to Settings → Blocked contacts
- Find the contact you want to unblock
- Tap "Unblock"
- Confirm

Result:

- Contact is unblocked
- They can message you again
- You'll receive notifications
- They can see your profile and status again

### What happens after you block/unblock

While blocked:

- They can't call you
- Can't see your profile photo or status
- Can't see when you're online
- Can message you (but you don't see it)
- Can't find you in "Favorites" or recent chats

After unblocking:

- All restrictions lifted
- They can contact you normally
- Their old messages are still hidden (you won't see history they sent while blocked)
- Conversation resumes normally from unblock date

### Tips for blocking

- Block spam immediately: Don't engage with spam. Block and move on.
- Don't unblock hastily: If someone was blocked for a reason, consider if it's safe to unblock
- Clear unblock request: If someone asks to be unblocked (rare), think carefully before doing so
- Document harassment: Screenshot abusive messages before blocking (proof for authorities if needed)
- Use selectively: Only block when necessary; most issues can be resolved with communication
- Inform team: If multiple people manage the account, note who you've blocked and why

## How to Archive or Mute Chats

As your customer base grows, your chat list fills up quickly. Archiving and muting help you stay focused on active conversations while keeping history intact.

### Understanding archive vs. mute

| Feature | Archive | Mute |
| --- | --- | --- |
| Chat visible | Hidden from main list | Still visible in list |
| Notifications | None | None |
| Messages received | Still received (in archive folder) | Received normally but no alerts |
| When to use | Completed projects, one-time customers | Long-term customers, ongoing relationships but low urgency |
| Can search | Yes (in archive folder) | Yes (in main list) |
| How to restore | Unarchive when needed | Unmute when ready |

### How to archive a chat

1. Long-press the chat in your chat list (don't tap it, hold for 1 second)
2. Menu appears with options
3. Tap "Archive" or "Archive chat"
4. Chat disappears from your main list (moved to archive folder)

Result:

- Chat is hidden but not deleted
- All messages preserved
- If they message you again, chat reappears in main list
- You can still search archived chats

### How to find and unarchive chats

1. Look for "Archived chats" folder

- Usually at the top of chat list
- Shows count: "Archived (3)"

2. Tap "Archived chats"

- See all your archived conversations

3. Long-press a chat to unarchive

- Tap "Unarchive"
- Chat returns to main list

4. Or just message them

- If an archived contact messages you, chat automatically reappears in main list

### How to mute a chat

1. Long-press the chat in your chat list
2. Tap "Mute" or "Mute notifications"
3. Choose duration

- 8 hours (through workday)
- 1 week
- 1 month
- 1 year (essentially permanent unless you unmute)
- Until I turn it back on (manual unmute only)

4. Chat is muted

- Chat stays in your list (not hidden)
- Messages still arrive
- No notifications or sounds
- No badge count

Result:

- Keeps your focus
- Reduces notification stress
- Still easy to check when you want

### When to archive

✅ One-time customers: Probably won't buy again\\ ✅ Completed orders: Customer received delivery, all done\\ ✅ Support resolved: Issue was handled, no further action needed\\ ✅ Inactive customers: Haven't messaged in 6+ months\\ ✅ Spam/blocked: You've blocked them anyway

### When to mute

✅ Suppliers: You chat but don't need instant replies\\ ✅ Promotional chats: You get updates but don't need constant notifications\\ ✅ Group chats: Unnecessary to hear every message\\ ✅ Low-priority: Chats that can wait\\ ✅ Business hours: During off-hours, mute customer chats so you're not stressed

### Example: Daily workflow using archive and mute

9 AM: Start your day

- Check main chat list (only active, urgent chats visible)
- 15 chats visible (muted chats and archived chats hidden)
- Much cleaner than 200+ chats

10 AM: Customer order resolved

- Customer received delivery, paid, happy
- Long-press their chat
- Tap "Archive"
- Chat disappears (but saved if they return)

2 PM: Supplier sends update

- You get a notification about a supply
- You don't need urgent access to chat constantly
- Mute for 1 week: "I'll check when needed, not every 5 mins"

5 PM: End of day

- Check any muted chats you want to review
- Unmute active ones for tomorrow
- Go home with a clear inbox

Next week: Archived customer returns

- Old customer messages: "I want to reorder!"
- Their chat automatically reappears in main list
- Full history is there (no loss of context)

### Pro tips for archiving and muting

- Archive completed work: Keep your main list for active business only
- Mute strategic chats: Mute suppliers, partners, or low-priority chats during work hours
- Use labels first: Label chats before archiving so you remember what they were
- Monthly cleanup: Every month, archive chats that are done
- Don't forget: Set a reminder to check archived chats (maybe once a month)
- Search before archiving: Make sure you've saved important info before archiving
- Unmute for promotions: If running a sale, unmute supplier chats so you know stock
- Test the process: Archive one chat, verify you can unarchive it, then continue

## How to Back Up and Restore Chats

Your chat history is valuable—it contains order records, customer preferences, and business conversations. Losing it would be devastating. Regular backups protect your data.

### Why backup is critical

- Protect data: Hard drive fails, phone gets lost, app crashes
- Change phones: If you get a new phone, restore your full chat history
- Regulatory: Some businesses need to keep records for compliance
- Customer context: Don't lose order history or customer preferences

### What gets backed up

✅ Chat conversations: All text messages\\ ✅ Media: Photos, videos, documents (optional)\\ ✅ Timestamps: When messages were sent\\ ✅ Contact info: Numbers and names\\ ✅ Group chats: All group conversations\\ ❌ NOT backed up: App settings, notification tones, profile picture, login credentials

### How to backup your chats (Android)

1. Open WhatsApp Business Settings

- Tap Settings (gear icon)
- Go to Chats → Chat backup or "Backup"

2. Choose backup location

- You can backup to:
    - Google Drive (cloud, automatic, recommended)
    - Local backup (phone storage only)

3. If using Google Drive:

- Tap "Google Drive"
- Select which Google account to sync with (if you have multiple)
- Choose backup frequency:
    - Daily (recommended)
    - Weekly
    - Monthly
- Tap "Back up to Google Drive"

4. Backup starts

- WhatsApp backs up all chats and media
- May take 5–30 minutes depending on data size
- You'll see progress bar
- Notification when complete: "Backup is up to date"

5. Cloud backup is now automatic

- Your chats are backed up daily (or chosen frequency) to Google Drive
- If you lose your phone, you can restore anytime

### How to backup your chats (iPhone)

1. Open WhatsApp Business Settings

- Tap Settings (gear icon)
- Go to Chats → Chat Backup or "Backup"

2. Choose backup method

- You can backup to:
    - iCloud (cloud, automatic, recommended)
    - Local backup (phone storage only)

3. If using iCloud:

- Tap "Back Up to iCloud"
- Make sure you're logged into iCloud with your Apple ID
- Choose backup frequency:
    - Daily (recommended)
    - Weekly
    - Monthly
- Tap "Back Up Now" to start immediately
- Or wait for automatic backup at your chosen time

4. Backup completes

- You'll see notification: "Backup completed"
- Check iCloud storage (Settings → \\[Your name] → iCloud) to verify backup is there

5. Automatic backups continue

- iCloud backs up daily (or chosen frequency)
- Automatic restoration when you reinstall the app

### How to restore chats after reinstalling the app

Android:

- Uninstall WhatsApp Business (or install fresh on new phone)
- Reinstall WhatsApp Business from Google Play Store
- During setup, you'll see: "Restore backup?"
- Tap "Restore from Google Drive"
- Choose the Google account (same as backup)
- Select the latest backup to restore
- WhatsApp downloads and restores all chats
- Takes 5–30 minutes (depends on data size)
- Done! All your chats, contacts, and media are restored

iPhone:

- Uninstall WhatsApp Business (delete app)
- Reinstall WhatsApp Business from App Store
- During setup, it prompts: "Restore WhatsApp chats from iCloud backup?"
- Tap "Restore from iCloud"
- Sign in with your Apple ID (same as backup)
- Select backup to restore
- WhatsApp downloads and restores all data
- Takes 5–30 minutes
- Done! All restored

### Manual backup: Exporting chats

If you want extra security or need to share a specific conversation:

1. Open the chat you want to backup
2. Tap the chat header (name at top)
3. Look for "Export" or three-dot menu → "Export chat"
4. Choose format

- With media: Includes photos, videos, documents (larger file)
- Without media: Just text (smaller file)

5. Save/share

- Choose where to save (email, cloud storage, local file)
- File is created (usually as .txt or PDF)
- Save to your computer or cloud

Result:

- You now have a permanent, offline copy of that conversation
- Useful for: order records, contracts, important agreements
- Can be printed or archived

### Backup best practices

- Enable automatic daily backup: Set it and forget it
- Use cloud storage: Google Drive or iCloud are safer than local storage
- Check backup regularly: Verify backups are happening (look at last backup date)
- Know your storage limits:
- Free Google Drive: 15 GB
- Free iCloud: 5 GB
- May need paid plan if high volume
- Backup before switching phones: Do a manual backup before transferring devices
- Keep credentials safe: Store your Google/Apple passwords securely
- Restore test: Periodically verify you can restore (don't wait for emergency)
- Export important chats: Save order records, contracts, agreements separately
- Multiple backups: Keep cloud + occasional manual export for redundancy

### Storage costs

If you exceed free limits:

- Google One (Android): ₹130/month for 100 GB
- iCloud+ (iPhone): ₹99/month for 50 GB (varies by region)

Usually not needed unless you have 5+ years of chat history with media

### What if backup fails?

Problem: Backup shows "Failed" or "Last backup: Never"

Solutions:

- Check internet: Ensure strong WiFi or mobile data
- Check storage: Ensure enough space on phone (minimum 100 MB free)
- Check account: Verify logged into correct Google/Apple account
- Check permissions: WhatsApp needs permission to access cloud storage (Settings → Apps → Permissions)
- Try manual backup: In WhatsApp settings, tap "Back up now" to force backup
- Restart app: Close and reopen WhatsApp
- Contact support: If still failing, contact WhatsApp support

## How to Export a Chat

Exporting a chat creates a downloadable file of a conversation. Useful for records, compliance, sharing, or archiving.

### What you can export

- Entire chat: All messages in one conversation
- Date range: Messages from specific dates (if supported)
- With media: Photos, videos, documents included
- Without media: Text-only (smaller file)

### How to export a single chat

1. Open the chat you want to export
2. Tap the chat header (contact's name at top)
3. Look for menu (three dots "..." or settings icon)
4. Tap "Export chat" or "Share chat"
5. Choose export format

- With media: All messages + photos/videos/documents
- Without media: Text messages only

6. Choose destination

- Email: Sends chat as attachment to your email
- Cloud storage: Saves to Google Drive, Dropbox, etc.
- File manager: Saves to your phone's storage
- Print: Creates PDF for printing

7. Save/send

- If emailing: Choose email account, add recipient, tap send
- If cloud: Choose folder, tap save
- If file: Choose location, tap save

Result:

- Chat is now saved as a file (.txt, .pdf, or .zip)
- Can be downloaded, shared, or archived
- Includes date/time, sender, full conversation

Example exported chat format

Chat with Priya Kumar

Jan 10, 2025, 2:05 PM - Priya Kumar: Hi, do you have blue dresses? Jan 10, 2025, 2:06 PM - You: Yes! We have several styles. Size? Jan 10, 2025, 2:07 PM - Priya Kumar: Size M Jan 10, 2025, 2:08 PM - You: Perfect! Check our catalog: \\[link] Jan 10, 2025, 2:15 PM - Priya Kumar: Found it! Adding to cart. Jan 10, 2025, 2:18 PM - You: Total ₹1,798. Please pay via UPI: \\[ID] Jan 10, 2025, 2:25 PM - Priya Kumar: Paid! Jan 10, 2025, 2:26 PM - You: Payment confirmed! Shipping today 📦

### Why export chats

Compliance & records:

- Tax audit: Prove you sold items (order records)
- Dispute resolution: Show what customer agreed to
- Warranty claims: Date of purchase proof
- Return requests: Reference conversation

Business reasons:

- CRM import: Transfer customer data to database
- Employee training: Use real examples of good customer service
- Performance tracking: Backup for performance reviews
- Legal evidence: If dispute, have written proof

Personal reasons:

- Sentimental: Save important customer relationships
- Portfolio: Show work/results for case studies
- Archive: Backup of old conversations

### Pro tips for exporting

- Export periodically: Don't wait until you need it. Export important chats monthly.
- Organize exports: Save with date and customer name: "Priya\_Kumar\_Jan2025.txt"
- Store securely: Save exports to secure cloud storage (encrypted if possible)
- Export without media first: Often faster; add media export later if needed
- PDF format: Some systems let you export as PDF (more professional looking)
- Batch export: Export all chats for a customer together for complete history
- Automate (advanced): If using CRM or platform, automate export of important chats

## How to Star Important Messages

Starring a message bookmarks it for quick future reference. All your starred messages appear in one place, perfect for order details, addresses, or important instructions.

### What to star

✅ Order details: "Order #ABC123, items: dress + belt, total ₹1,798"\\ ✅ Delivery address: "123 Main St, Apt 4B, gate code 1234"\\ ✅ Payment confirmation: "Payment received: ₹1,798"\\ ✅ Special instructions: "Call before delivery", "Leave at gate"\\ ✅ Customer preferences: "Prefers size M", "Only WhatsApp, no calls"\\ ✅ Follow-up reminders: "Follow up on Jan 15"\\ ✅ Contact info: Alternative phone numbers or emails

### How to star a message

1. Long-press the message you want to star
2. Menu appears with options
3. Tap "Star" or the ⭐ icon
4. Message is starred

- Small star appears on the message
- Message is now bookmarked

### How to view all starred messages

1. Go to Settings

- Tap Settings (gear icon)
- Look for "Starred messages" or ⭐ option

2. See all starred

- All messages you've starred appear in one list
- Organized by chat/date
- Tap any starred message to jump to that chat

3. Or long-press a message in chat

- Some versions show a filter icon
- Choose "Starred messages"
- Shows only starred messages in that chat

### Unstarring a message

If you no longer need a starred message:

Method 1: From the chat

- Long-press the starred message
- Tap "Unstar" or the filled star icon
- Star is removed

Method 2: From starred messages list

- Long-press the message
- Tap "Unstar"
- Removed from starred list

### Example: Using starred messages

Scenario: You receive order from customer, want to find all details quickly

Customer messages:

"Hi, I want to order: 1x Blue summer dress size M 1x Silver belt Total ₹1,798" → STAR THIS (order details)

"Deliver to: 123 Main St, Apt 4B, Delhi" → STAR THIS (delivery address)

"Call before delivery, gate code 1234" → STAR THIS (special instructions)

"I've paid ₹1,798 via UPI" → STAR THIS (payment confirmation)

Later, you need to find all these details:

- Go to Starred messages
- All 4 important details appear in one list
- Don't have to scroll through entire chat
- Can quickly review before shipping

### Pro tips for starring

- Star immediately: When customer gives important info, star right away (don't forget later)
- Keep it minimal: Star only truly important messages (1–3 per order)
- Review regularly: Weekly, go through starred and clean up (star expired info)
- Combine with labels: Label chat as "Ready to ship", then review starred for details
- For team use: If team members manage account, star helps everyone find key info
- Archive star separately: Before archiving a chat, make sure you've transferred starred info to your records
- CRM transfer: Use starred messages to add to your CRM before archiving chat

### Starred messages workflow

When order arrives:

- Star the order details message
- Star the delivery address message
- Star any special instructions

Before shipping:

- Review starred messages
- Verify all details
- Confirm payment status from starred confirmation
- Pack accordingly (size, special handling)

After shipping:

- Unstar messages (they're already processed)
- Or move to "Archived" folder
- Keep chat clean for next customer

## Contact Management Workflow: Full Example

Let's walk through a week of contact and chat management:

Monday morning: Clean up chat list

- Archive completed chats:
- Customer who received delivery last week: Archive
- Supplier who fulfilled order: Archive
- Support issue resolved: Archive
- Spam contact: Archive
- Result: 50 chats → 35 active chats visible

Monday midday: New customer inquiry

- Customer messages: "Hi, do you have blue dresses?"
- Save their contact:
- Name: "Priya Kumar"
- Add note: "First-time customer, interested in dresses"
- Label the chat: "Inquiry" or "Warm lead"

Tuesday: Customer places order

- Customer sends message with order details
- Star the message: "Order: Blue dress + belt, ₹1,798"
- Star the address: "123 Main St, gate code 1234"
- Star the payment: "Paid ₹1,798 via UPI"

Wednesday: Processing order

- Review starred messages: Quickly find all order details
- Prepare and ship
- Unstar messages (no longer needed immediately)

Thursday: Follow-up

- Send message: "Delivery expected tomorrow 2–5 PM"
- Mute the chat: "Not urgent, will respond if they message"

Friday: Order delivered

- Customer replies: Happy with order!
- Unmute the chat (so you can see their message)
- Respond with thanks + feedback request
- Archive the chat (order complete)

Sunday: Weekly backup & cleanup

- Verify backup: Check that daily automatic backup ran
- Export important chats: Save 3 orders from week for records
- Clean up labels: Remove old/unused labels
- Review blocked contacts: Any to unblock? Any new to block?
- Check archived chats: Any worth keeping active?

## Summary: Contact Management Checklist

After reading this section, you should be able to:

✅ Add and import contacts from messages, manual entry, or bulk imports\\ ✅ Share your wa.me link or QR code so customers can contact you easily\\ ✅ Block/unblock contacts when needed\\ ✅ Archive chats to keep your list clean\\ ✅ Mute chats to reduce notification stress\\ ✅ Back up chats daily to cloud storage\\ ✅ Restore chats after reinstalling the app\\ ✅ Export chats for records or sharing\\ ✅ Star messages to mark important details

Your contact management system is now organized, secure, and professional.

## What's next?

Once you've mastered contact management, explore:

- Team collaboration: Multiple people managing one account
- CRM integration: Syncing WhatsApp contacts with external databases
- Customer analytics: Understanding who your customers are
- Data privacy: Protecting customer information securely
- Compliance: Keeping records for tax/legal requirements

Your WhatsApp Business is now a professionally managed communication hub with secure data practices and organized customer relationships.

---

URL: https://chakrahq.com/help/learning-centre/meta-business-manager/managing-business-assets.md.md

# Managing Business Assets

Business assets are the core resources you own or manage within your Meta Business Manager (now often referred to as a business portfolio). These include everything from social profiles and ad tools to data trackers and e-commerce setups. Managing them effectively involves adding, claiming, or requesting access; assigning permissions; and monitoring usage—all centralized in the Business Settings section. This ensures security, scalability, and seamless integration across Meta platforms like Facebook, Instagram, and WhatsApp. Proper asset management prevents issues like access loss, data silos, or compliance violations, making it essential for businesses of all sizes. Start by navigating to Business Settings > Accounts or Data Sources to view, add, or edit assets. Remember, assets are owned by the business portfolio, not individuals, for long-term control.

## Overview of asset types

Meta Business Manager categorizes assets into various types, each serving specific functions for marketing, advertising, and operations. These are managed under Business Settings, where you can add new ones, claim existing, or request access. Here's a high-level overview of key asset types:

- **Pages (Facebook Pages)**: Public profiles for brands or businesses to post content, engage audiences, and run promotions.
- **Instagram Accounts**: Professional profiles for visual content, stories, and direct messaging, often linked to Pages for unified management.
- **Ad Accounts**: Dedicated spaces for creating, running, and analyzing paid campaigns across Meta platforms.
- **Pixels and Conversions APIs**: Tracking tools for monitoring user behavior on websites or apps to optimize ads and measure conversions.
- **Catalogs and Shops**: Product inventories for e-commerce, enabling tagged shopping experiences on Facebook and Instagram.
- **Apps**: Meta-owned or third-party applications for integrations, like developer tools or partner services.
- **WhatsApp Business Accounts and Phone Numbers**: Communication channels for customer service and messaging, integrated for business use.
- **Domains**: Verified website domains for brand safety, ad delivery control, and compliance with privacy regulations.
- **Other Assets**: Include audiences, offline event sets, custom conversions, or business asset groups for organizing multiple items.

Assets can be grouped into business asset groups for better organization, especially for multi-brand setups. Limits apply (e.g., up to 100 Pixels per account), and verification may be required for advanced use. Regularly audit assets to remove unused ones and maintain security.

## Pages (Facebook pages)

Facebook Pages are essential assets for representing your brand, sharing content, and interacting with followers. In Meta Business Manager, you manage them centrally to assign roles, track performance, and integrate with ads or Instagram.

Key Management Steps:

1. **Adding a Page**: In Business Settings > Accounts > Pages > Add. Choose Create a new Page (for fresh setups), Add a Page (claim an existing one you own), or Request Access (for shared management).
2. **Claiming an Existing Page**: Enter the Page URL or ID; ownership transfers to the business portfolio, retaining all history and followers.
3. **Assigning Permissions**: Under People or Partners, grant roles like Content Creator (post and respond) or Moderator (manage comments). Avoid giving full admin to prevent risks.
4. **Monitoring and Insights**: Use Meta Business Suite's Insights tab to view engagement metrics, audience demographics, and post performance.
5. **Best Practices**: Link to an Instagram account for cross-posting; enable messaging for customer queries; and verify the Page for a blue badge if eligible.

Pages should align with Meta's community standards to avoid restrictions. If managing multiple, use asset groups for organization. For agencies, request access without ownership transfer.

## Instagram accounts

Instagram accounts in Meta Business Manager are professional profiles optimized for businesses, allowing advanced features like insights, ads, and shopping. They can be linked to Facebook Pages for synchronized management.

Key Management Steps:

1. **Adding an Account**: In Business Settings > Accounts > Instagram Accounts > Add. Enter credentials or request access; confirm ownership via the Instagram app.
2. **Linking to a Page**: In Settings, connect to a Facebook Page for unified posting and ad targeting. This enables features like Instagram Shopping.
3. **Assigning Roles**: Grant permissions such as Manage Messages (for DMs) or Analyze Performance (for insights). Use employee access for team members.
4. **Switching to Professional**: If personal, convert via the Instagram app first, then add to Business Manager.
5. **Monitoring**: Access Inbox for DMs and comments; use Insights for reach, impressions, and audience growth.

For multi-account management, add them all to one portfolio. Note: Recent updates may allow broader access controls, so review permissions regularly to comply with privacy rules.

## Ad accounts

Ad accounts are specialized assets for handling paid advertising, including budget, targeting, and reporting. Each can have unique settings like currency and time zone, which are permanent once set.

Key Management Steps:

1. **Creating an Ad Account**: In Business Settings > Accounts > Ad Accounts > Add > Create a New Ad Account. Set name, time zone, currency, and link to a Page.
2. **Claiming or Requesting**: Add existing accounts by ID; request access for client accounts without ownership change.
3. **Permissions**: Assign roles like Advertiser (create campaigns) or Analyst (view reports). Finance roles handle billing.
4. **Limits and Verification**: New accounts have spend caps; verify your business to lift them. One portfolio can manage multiple (up to 25 for users).
5. **Integration**: Link to Pixels for tracking; use Ads Manager for campaign setup.

Organize by client or campaign type for efficiency. Monitor for policy violations to avoid disables.

## Pixels and Conversions APIs

Meta Pixels and Conversions APIs are data-tracking assets for measuring website or app events, building audiences, and optimizing ads. Pixels are browser-based code; Conversions API (CAPI) is server-side for better accuracy and privacy compliance.

Key Management Steps:

1. **Creating a Pixel**: In Business Settings > Data Sources > Datasets > Create Pixel. Generate code and install on your site.
2. **Setting Up CAPI**: In Events Manager, integrate via partner tools or API; share events directly from your server.
3. **Combining Them**: Use both for redundant tracking—Pixel for real-time, CAPI for bypassing ad blockers.
4. **Permissions**: Grant access for setup (e.g., Developer role) or viewing events.
5. **Monitoring**: In Events Manager, check diagnostics, aggregated measurements, and custom conversions.

Ideal for e-commerce or lead gen; comply with data privacy laws like GDPR. Up to 100 Pixels per account.

## Catalogs and Shops

Catalogs are product inventories used for dynamic ads, tagging, and Shops—Meta's e-commerce feature for on-platform shopping.

Key Management Steps:

1. **Creating a Catalog**: In Commerce Manager > Catalogs > Create New. Choose type (e.g., products, hotels) and add items via upload, feed, or partner integration.
2. **Setting Up Shops**: Link catalog to a Page or Instagram; enable checkout if eligible (U.S. focus).
3. **Adding Data Sources**: Upload CSV/XML feeds or connect e-commerce platforms like Shopify.
4. **Permissions**: Assign roles for editing items or viewing sales.
5. **Monitoring**: Track performance in Commerce Manager; manage collections for curated displays.

Supports various item types; verify business for full features. Sync regularly to keep inventory accurate.

## Apps

**Meta apps, third-party integrations**

Apps in Meta Business Manager include Meta's own tools (e.g., developer apps) and third-party integrations for extending functionality, like CRM syncs or analytics.

Key Management Steps:

1. **Adding an App**: In Business Settings > Accounts > Apps > Add. Create new or claim existing; for third-party, connect via API or partner dashboard.
2. **Integrations**: Discover in the Apps section; authorize access to assets like Pixels or ad accounts.
3. **Permissions**: Grant developer roles for API access; review scopes to limit data sharing.
4. **Monitoring**: Check activity logs; revoke if unused to maintain security.
5. **Troubleshooting**: Use Meta's support database for reconnection issues post-updates.

Useful for automation; ensure compliance with Meta's policies. Managed accounts may require special handling for integrations.

## WhatsApp Business accounts and phone numbers

WhatsApp Business accounts are relevant for customer communication, especially in regions with high WhatsApp usage. They integrate with Meta for messaging, ads, and catalogs.

Key Management Steps:

1. **Creating/Adding**: In Business Settings > Accounts > WhatsApp Accounts > Add. Use the WhatsApp Business app or API; verify phone number.
2. **Linking**: Connect to a Page or Inbox in Meta Business Suite for unified messaging.
3. **Permissions**: Assign roles for managing messages or templates.
4. **Features**: Set up auto-replies, catalogs, or Cloud API for advanced integrations.
5. **Phone Numbers**: Register business numbers; comply with WhatsApp policies to avoid bans.

Ideal for support and marketing; not available everywhere—check eligibility. Review templates for compliance.

## Domains and brand safety settings

Domains are verified websites linked to your business for ad control and privacy. Brand safety settings prevent ads from appearing in unsuitable contexts.

Key Management Steps:

1. **Verifying a Domain**: In Business Settings > Brand Safety > Domains > Add. Use DNS, HTML upload, or meta-tag methods; confirm ownership.
2. **Brand Safety Controls**: In Brand Safety Center, set suitability levels (e.g., limited inventory), block lists for publishers, or content filters.
3. **Permissions**: Admins manage; apply to ad accounts or portfolios.
4. **Monitoring**: Review reports for placement issues; adjust for better reach.
5. **Best Practices**: Verify early for iOS 14+ tracking; use for event configuration.

Enhances trust and compliance; required for certain ad features.

---

URL: https://chakrahq.com/help/learning-centre/whatsapp-business-api/pricing-charges.md.md

# Pricing & Charges

Navigating the pricing for WhatsApp Business API is key to budgeting your customer engagement strategy effectively. As of 2026, the model has evolved to per-message charging (effective since July 1, 2025), focusing on template messages while offering free elements for user-initiated interactions. This setup rewards high-quality, relevant communication and provides cost-saving opportunities through free windows and tiers. For businesses using Chakra Chat, our platform transparently separates WhatsApp fees from our own, with tools to monitor, alert, and optimize spending—ensuring you get maximum value without surprises.

In this section, we'll demystify the pricing structure, charges, free allowances, limits, and how Chakra Chat helps manage it all.

## Template Message based Pricing Model

The WhatsApp Business API uses a template-focused pricing model where charges apply primarily to delivered template messages, categorized by purpose. This encourages businesses to use free non-template messaging within active windows, keeping costs down for responsive support.

### Conversation Categories

**Marketing, Utility, Authentication, Service, Free Entry Point**

- **Marketing**: Charged for promotional content like offers or announcements. Higher rates to discourage spam.
- **Utility**: For transactional updates (e.g., order confirmations). Often free within customer service windows; otherwise charged at moderate rates.
- **Authentication**: For security like OTP codes. Charged but with volume-based discounts.
- **Service**: User-initiated support conversations—completely free since November 1, 2024.
- **Free Entry Point**: All messages (templates or not) are free within a 72-hour window after responding to a user message from Click to WhatsApp (CTWA) ads or Facebook Page CTAs.

Categories affect rates, which vary by country (e.g., lower in North America, adjusted in India as of January 2026). Chakra Chat auto-classifies templates to optimize for lower-cost categories where possible.

### Conversation Charges

**Business-Initiated vs User-Initiated Conversation Charges**

- **User-Initiated**: Free—starts a 24-hour customer service window (CSW) where non-templates and utility templates are also free. Classified as service category.
- **Business-Initiated**: Charged for template messages (e.g., marketing always charged on delivery). Utility and authentication may be free if sent within an open CSW or free entry point. No charge for non-templates in active windows.

This distinction promotes reactive, user-driven engagement to minimize costs.

### Free Entry Point Charges

**How CTWA / Free Entry Point Windows Affect Cost**

- **CTWA (Click to WhatsApp)**: User clicks an ad or CTA, sending a message that opens a 24-hour CSW. If you respond within that CSW, it triggers a 72-hour free entry point (FEP) window where all subsequent messages are free—even templates.
- **Impact on Cost**: FEP extends free messaging beyond the standard 24 hours, ideal for follow-ups. For example, send marketing templates for free during FEP. Without it, post-24-hour templates incur charges.

Chakra Chat integrates CTWA tracking, alerting you to leverage these free windows for cost-effective campaigns.

## Template Message Charges

Charges kick in per delivered template message, not per conversation, making it crucial to strategize sends.

### Open a Paid Conversation

**How Sending a Template Opens a Paid Conversation**

Sending a template outside a free window (CSW or FEP) initiates a charged interaction based on its category. For instance, a marketing template is always billed upon delivery, while utility might be free if the window is active. This "opens" the paid element, but subsequent non-templates in the resulting 24-hour window are free.

### Multiple Templates in Conversation Window

**Multiple Templates Inside One Conversation Window**

You can send multiple templates in an open window, but each is charged individually if not free (e.g., multiple marketing templates rack up separate fees). In FEP, all are free. Use sparingly to avoid escalating costs—group info into one template where possible.

### Template Message Charge Scenarios

**Simple Business Scenarios: “If I Send X Templates to Y Customers…”**

- **Scenario 1**: Send 1 marketing template to 500 customers outside any window: Charged for 500 deliveries (e.g., at $0.05 each in the US = $25 total).
- **Scenario 2**: Send 3 utility templates to 200 customers within CSW: Free, as utility in active windows doesn't charge.
- **Scenario 3**: Send 2 authentication templates to 100 customers via CTWA-triggered FEP: Free for all, saving potential charges.

Actual rates depend on region—check Meta's rate cards. Chakra Chat simulates these scenarios in its cost estimator tool.

## Free Allowances, Tiers & Limits

WhatsApp offers free elements to ease entry, with tiers scaling your capacity and potentially reducing rates.

### Free Service Conversations

**Free Service Conversations and When They Apply**

Service conversations (user-initiated support) are entirely free, applying whenever a user messages first and opens a CSW. This includes non-templates and utility templates within the 24-hour window. No monthly cap—unlimited free support chats.

### Messaging Tiers

**Messaging Tiers (1k, 10k, 100k, etc.) in Simple Terms**

Messaging limits control how many unique customers you can reach with business-initiated messages (templates) in a 24-hour rolling period.

- **Initial/Starting**: 250 unique customers.
- **Tier 1**: 1,000 unique customers.
- **Tier 2**: 10,000 unique customers.
- **Tier 3**: 100,000 unique customers.
- **Unlimited**: Beyond 100k, no cap.

These are for business-initiated only—user-initiated are unlimited.

### Upgrading Tiers

**Upgrading Tiers Automatically Through Good Quality and Volume**

Upgrades happen automatically when you:

- Maintain a high (green) quality rating (low blocks/reports).
- Send messages to twice your current tier's limit within 24 hours (e.g., 2,000 for Tier 1 to Tier 2).
- Have a verified business account.

It takes about 48 hours to process. Volume-based pricing tiers (separate) discount rates for utility/authentication based on monthly sends (e.g., lower rates at 10k+). Chakra Chat monitors your tier progress and suggests strategies to scale safely.

---

URL: https://chakrahq.com/help/learning-centre/whatsapp-business/account-management-support-guide.md.md

# Account Management & Support Guide

Managing your WhatsApp Business account responsibly - including changing numbers, backing up data, understanding account deletion, and knowing how to get help - is crucial for long-term business success. This guide covers everything from switching to a new number to recovering a restricted account and getting support when you need it.

## How to Change Your Phone Number

Sometimes you need to switch your WhatsApp Business number - you got a new SIM, changed providers, upgraded to a dedicated business line, or relocated. The good news: you can move your account to a new number without losing your chat history.

### Why change your WhatsApp number

✅ New business line: Got a dedicated phone number just for business\\ ✅ Changed providers: Switched to better carrier or plan\\ ✅ Phone upgrade: New phone, new SIM card\\ ✅ Relocation: Moved to new country/region, need local number\\ ✅ Consolidation: Merging multiple numbers into one\\ ✅ Old number deprecated: Previous carrier discontinued the line

\*\*Important: One number per WABA\*\*\\ Remember: A WhatsApp Business Account (WABA) is tied to ONE phone number at a time. You can change the number, but not use the same WABA for multiple numbers simultaneously.

\*\*Note: The number change process preserves your:\*\*\\ ✅ All chat conversations\\ ✅ Contact list\\ ✅ Media and files\\ ✅ Chat labels and organization\\ ✅ Business profile information\\ ✅ Catalogs and products

\*\*But does NOT preserve:\*\*\\ ❌ Group memberships (you'll leave groups)\\ ❌ Device links (linked phones/Web disconnected)\\ ❌ Some app settings

### Prerequisites for changing number

Before you proceed:

- Have the new number active: New SIM card inserted, phone can receive SMS/calls
- Backup your chats: Before changing (safety first!)
- Backup is current: Latest data saved to cloud
- Have access to both numbers: You'll need to verify both the old and new number
- Plan the timing: Do this during non-busy hours (not during peak sales time)

### How to change your WhatsApp number

**Step 1: Backup your chats first**

- Go to Settings → Chats → Chat backup
- Tap "Back up to Google Drive" (Android) or "Back up to iCloud" (iPhone)
- Wait for backup to complete
- Verify backup is current

**Step 2: Open WhatsApp Business Settings**

- Tap Settings (gear icon, bottom right)
- Go to Account
- Look for "Change number" or "Phone number"
- Tap "Change number"

**Step 3: Enter your old number**

- You'll see fields for "Old number" and "New number"
- Old number: Enter your current WhatsApp number (with country code)
- Example: +919876543210
- Tap "Next"

**Step 4: Enter your new number**

- New number: Enter your new phone number (with country code)
- Example: +919123456789
- Tap "Next"

**Step 5: Verify the change**

- WhatsApp will send a verification code to your new number via SMS or call
- Check your new phone for the 6-digit code
- Enter the code in WhatsApp
- If correct, WhatsApp verifies the change

**Step 6: Confirm the change**

- WhatsApp shows: "Confirm number change"
- You'll see a warning: "All your chats will be retained on the new number"
- Tap "Done" or "Confirm"

**Step 7: Number change is complete**

- Your account is now on the new number
- Your phone number changes across WhatsApp
- Your old number is released (can be used for something else)
- All your chats are preserved with the new number

### What contacts see after change

Immediately after:

- Contacts see a system message: "\\[Your name] changed their phone number from \\[old] to \\[new]"
- Chats are preserved (they see the full history)
- They can continue chatting with you on the new number

For your customers:

- If they had your old number saved, it still works in their contacts
- They can still message your old number for a grace period (WhatsApp forwards to new number)
- After grace period, old number is inactive

**Pro tip: Let important customers know in advance:**

```ts
Hi everyone! We're switching to a new WhatsApp number for better service.

Old: +919876543210
New: +919123456789

Please update your contacts. See you on the new number! 📱
```

### How to change number (iPhone)

The process is the same as Android:

- Settings → Account → Change number
- Enter old number
- Enter new number
- Verify via SMS code to new number
- Confirm the change
- Done!

### What if verification code fails?

\*\*Problem: You don't receive SMS code on new number\*\*\\
**Solutions:**

- Wait a minute: Code sometimes takes time
- Check spam/junk: SMS might be filtered
- Try call verification: Tap "Call instead" and WhatsApp will call your number with the code
- Restart phone: Toggle WiFi off, turn phone off/on, try again
- Ensure new number is active: Make sure the new SIM card is working (can receive calls/SMS)
- Contact support: If still failing, contact WhatsApp support with proof of number ownership

### Handling old number issues

**Old number is still getting messages:**

- This is normal for a few days (grace period)
- Messages forwarded to new number
- After 1–2 weeks, old number stops working on WhatsApp
- You can reuse the old number for something else after

**Customers trying to reach old number:**

- Their messages get forwarded automatically for a while
- After grace period, they see "Number is not on WhatsApp"
- Make sure to announce the new number in advance!

### Changing number in different phones

If you're also switching devices (old phone → new phone):

**Option 1: Keep both phones during transition**

- Keep old phone with old SIM
- Get new phone with new SIM
- Install WhatsApp Business on new phone
- Go through number change process
- Old phone becomes a secondary linked device (optional)

**Option 2: Switch phones at same time**

- Backup from old phone (very important!)
- Insert new SIM into new phone
- Install WhatsApp Business on new phone
- During setup, go through number change process
- Restore from backup when prompted
- All chats preserved on new phone

### Tips to change numbers

- Announce in advance: Tell customers a week before: "New WhatsApp number coming Jan 15"
- Use broadcasts: Send announcement to all contacts via broadcast list
- Update everywhere: Update your:
- Website (contact page, footer)
- Social media (Instagram bio, Facebook page)
- Email signature
- Google Business profile
- Business cards and receipts
- Verify it works: Test the new number from a friend's phone
- Keep old number active: For a few days so forwarding works
- Timeline: Plan for a Tuesday (not Friday when business is busy)
- Backup before: Always backup before changing number (safety net)
- Communicate: Don't leave customers confused about your new number

### Smooth Number Change Example

**Week before:**

```ts
Instagram story: "Exciting news! We're upgrading our WhatsApp to serve you better. 
New number coming Jan 15! 📱 Same you, new line! Make a note: [new number]"
```

**Day of change:**

```ts
Broadcast to customers: "🎉 We're now on a new WhatsApp number for faster service!
Old: +919876543210
New: +919123456789
Please save the new number. Thanks for your continued support! 💚"
```

WhatsApp status: "New WhatsApp number is live! Message us at \\[new number] 📲"

Instagram post: "Our new WhatsApp is here! Direct message or scan our QR code for the new number."

**After change:**

```ts
Email blast: "Our new WhatsApp number is active. Update your contacts: [new number]"
Update website: "Contact us on WhatsApp: [new number]"
```

## How to Back Up Chats

Backing up is critical. Your chat history contains valuable business data: order records, customer preferences, agreements, payment confirmations. Losing it would be devastating. Backups protect you.

### Why backups are essential

- Data loss protection: Phone gets stolen, broken, or lost
- Device switch: Moving to a new phone
- Regulatory compliance: Some businesses must keep records for tax/legal
- Customer reference: Access past conversations for context
- Dispute resolution: Proof of conversations if issues arise
- Business continuity: If something happens, your data is safe

### Types of backups available

| Type | Storage | Auto? | Free? | Best for |
| --- | --- | --- | --- | --- |
| Cloud (Google Drive) | Internet | Yes | Up to 15 GB | Android users, automatic protection |
| Cloud (iCloud) | Internet | Yes | Up to 5 GB | iPhone users, automatic protection |
| Local backup | Phone storage | Manual | Yes | Quick backup, phone storage only |
| Manual export | File (email/cloud) | No | Yes | Important chats, permanent archive |

### How to set up automatic backups

\*\*For Android (Google Drive):\*\*\\
**Step 1: Open WhatsApp Business Settings**

- Tap Settings (gear icon)
- Go to Chats → Chat backup

**Step 2: Choose Google Drive**

- Tap "Google Drive"
- Select which Google account to use (if multiple)

**Step 3: Set backup frequency**

- Choose how often:
- Daily (recommended)  -  backup every day
- Weekly  -  backup once a week
- Monthly  -  backup once a month
- Or choose "Every time you open the app" for most recent backup

**Step 4: Start backup**

- Tap "Back up to Google Drive" to start immediately
- Or wait for automatic backup at chosen time
- Backup starts (may take 5–30 minutes depending on data size)

**Step 5: Verify backup**

- You'll see status: "Backup is up to date"
- Timestamp shows last backup: "Last backup: Jan 10, 2024 at 10:15 AM"
- Automatic backups now run daily (or chosen frequency)

\*\*For iPhone (iCloud):\*\*\\
**Step 1: Open WhatsApp Business Settings**

- Tap Settings (gear icon)
- Go to Chats → Chat Backup

**Step 2: Choose iCloud**

- Tap "Back Up to iCloud"
- Make sure you're signed into iCloud with your Apple ID

**Step 3: Set backup frequency**

- Choose frequency:
- Daily (recommended)
- Weekly
- Monthly
- Every time you open the app

**Step 4: Start backup**

- Tap "Back Up Now" to backup immediately
- Or wait for automatic backup at scheduled time
- Backup uploads to iCloud

**Step 5: Verify backup**

- Status shows: "Last backup: \\[date/time]"
- Check iCloud storage (Settings → \\[Your name] → iCloud → Manage Storage)
- Verify WhatsApp backup appears

### Manual Backup

**When automatic isn't enough**

Sometimes you want an extra backup (before major changes) or a file backup:\\
**Step 1: Open WhatsApp Business Settings**

- Tap Settings → Chats → Chat backup

**Step 2: Force immediate backup**

- If using Google Drive: Tap "Back up to Google Drive" again
- If using iCloud: Tap "Back Up Now" again
- Backup starts immediately (doesn't wait for schedule)

**Step 3: Or export a specific chat**

- Open the chat you want to backup
- Tap the chat header (name at top)
- Tap "Export chat" or three-dot menu
- Choose:
- With media: Includes photos/videos
- Without media: Text only (smaller file)
- Choose destination (email, cloud, file)
- Chat is saved as file

### How to restore chats after reinstalling

If you lose data and need to restore:

**Android:**

- Uninstall WhatsApp Business
- Reinstall from Google Play Store
- During setup: "Restore from Google Drive?"
- Tap "Restore from Google Drive"
- Choose backup to restore
- All chats download and restore

**iPhone:**

- Delete WhatsApp Business app
- Reinstall from App Store
- During setup: "Restore WhatsApp from iCloud?"
- Tap "Restore from iCloud"
- Sign in with Apple ID
- Choose backup to restore
- All chats restore

### Storage and costs

**Free limits:**

- Google Drive: 15 GB free (most people never reach this with just WhatsApp)
- iCloud: 5 GB free (might need upgrade if lots of videos)

**If you exceed:**

- Google One: ₹130/month for 100 GB
- iCloud+: ₹99/month for 50 GB

**When to upgrade:**

- After 3–5 years of chat history with lots of media
- If you send/receive many videos
- For business with high-volume messaging

### Backup best practices

- Enable auto-backup: Set and forget (daily is ideal)
- Use cloud, not local: Cloud survives phone loss/damage
- Check backup weekly: Verify it's actually happening
- Know your backup size: Monitor cloud storage usage
- Backup before changes: Before number change, phone switch, major updates
- Multiple backups: Cloud + occasional export for extra safety
- Keep credentials safe: Your Google/Apple password protects your backup
- Enable two-factor auth: On Google/Apple accounts for extra security
- Export important chats: Annual archival of critical conversations (orders, contracts)
- Test restore: Periodically verify you can restore (don't wait for emergency)

### Backup Schedule for Business Example

**Daily:**

- Auto-backup runs (you do nothing)

**Weekly:**

- Check backup status on Sunday
- Verify "Last backup" date is recent

**Monthly:**

- Export important chat threads (orders, major clients)
- Save to separate cloud folder (Dropbox, Google Drive)
- Archive as record

**Quarterly:**

- Review backup storage usage
- Verify no upgrade needed yet
- Test restore on spare device

### Troubleshooting backup issues

**Problem: Backup keeps failing**

- Check internet: Strong WiFi or mobile data needed
- Check storage: Ensure 100 MB+ free space on phone
- Check permissions: WhatsApp needs cloud storage permission
- Check account: Logged into correct Google/Apple account
- Restart app: Close and reopen WhatsApp
- Update app: Ensure WhatsApp Business is latest version

**Problem: Backup is very slow**

- Reduce media: Delete very old chats with lots of media
- Backup without media: Backup text-only first, media later
- Upgrade connection: Use WiFi instead of mobile data
- Less data: Backup frequency affects speed

**Problem: Can't restore backup**

- Wrong account: Make sure using same Google/Apple account as backup
- Newer phone: Some very old backups may not restore to new OS
- Storage space: Ensure enough space on new phone
- Contact support: If still failing, contact WhatsApp support

## Delete  WhatsApp Business Account

Account deletion is permanent. Before you even consider it, make absolutely sure you want to delete because:\\
❌ All chats are permanently deleted\\
❌ All contacts and media are gone\\
❌ All templates and catalogs are removed\\
❌ Cannot be easily recovered\\
❌ You lose all business history

Only delete if:\\
✅ You're closing the business entirely\\
✅ You want a complete fresh start\\
✅ You're switching to a different WhatsApp Business account

Before deleting: Backup everything (see previous section)

### Why delete your account?

- Closing business: Business is shutting down
- Fresh start: Want to start over with clean slate
- Privacy: Want to completely remove your presence
- Switching to new account: Starting over with new business/number
- Account locked: Can't recover, better to restart

### How to delete your account

**Step 1: Backup your chats first**

- Go to Settings → Chats → Chat backup
- Backup to Google Drive (Android) or iCloud (iPhone)
- Wait for backup to complete completely
- Verify backup is current

**Step 2: Open WhatsApp Business Settings**

- Tap Settings (gear icon, bottom right)
- Go to Account

**Step 3: Find "Delete my account" or "Delete account"**

- Look for option that says "Delete account", "Delete my account", or "Delete WhatsApp Business"
- Tap it

**Step 4: Enter your phone number**

- WhatsApp asks you to confirm your phone number
- Enter your WhatsApp Business number (with country code)
- Example: +919876543210

**Step 5: Choose reason (optional)**

- WhatsApp may ask why you're deleting
- Select from options (or skip)
- You don't have to explain, but helps Meta improve

**Step 6: Final warning**

- WhatsApp shows: "Warning: This will permanently delete your account"
- Lists what you'll lose:
- All chats
- All media
- All contacts
- All templates
- All catalogs
- All preferences
- It will ask to confirm: "Yes, delete my account"

**Step 7: Confirm deletion**

- Tap "Delete account" or "Permanently delete"
- You may be asked to re-enter your password/PIN for security
- Deletion begins

**Step 8: Account is deleted**

- Your account is completely removed
- Your phone number is no longer on WhatsApp Business
- You can re-register the same number later if needed (but as fresh account, not restoration)
- All data is gone

### Contacts after deletion?

**Immediately:**

- Contacts see your number is "No longer on WhatsApp Business"
- They can't message you anymore on WhatsApp
- Old conversations with you remain in their chat list (but undeliverable)

**Timeline:**

- Your profile disappears from WhatsApp
- Status and profile photo are removed
- Contacts can't see your online status anymore
- Old messages are still visible to them (but labeled "Not on WhatsApp anymore")

### Difference: Delete vs. Deactivate

Important: Delete and deactivate are NOT the same.

| Aspect | Delete | Deactivate |
| --- | --- | --- |
| What it does | Permanently removes account | Temporarily disables (varies by version) |
| Reversible | No (one-way) | Sometimes yes (depends on feature) |
| Data loss | All deleted | Preserved if reactivated |
| Recovery time | Never (gone) | Can reactivate later |
| When to use | Closing business | Taking break, pausing |

**Note:** WhatsApp Business currently doesn't have a true "deactivate" feature. Delete is permanent. Some regions may have a "pause notifications" feature, but that's different from deactivating the account.

### Temporarily stop using WhatsApp

Instead of deleting, you can:

- Archive all chats (Settings → Chats, archive)
- Mute all notifications (Settings → Notifications, turn off)
- Set away message: "Currently not available, will reply later"
- Stop using the app (but keep account active)
- Return later when ready (account still exists)

\*\*Why this is better than deleting:\*\*\\
✅ Preserves all your data\\
✅ Customers can still message (you'll see later)\\
✅ Can reactivate quickly\\
✅ No data loss

### Can you recover a deleted account?

Unfortunately: No. Deletion is permanent.

What you can do:

- Restore from backup: If you backed up before deleting, create new account and restore from backup
- Re-register the same number: Create new account, but it starts fresh (no old data)
- Contact support: Highly unlikely to reverse, but worth trying

Lesson: Always backup before considering deletion.

### Pro tips if considering deletion

- Sleep on it: Don't delete in anger. Wait 24 hours and reconsider.
- Backup everything: Export important chats and save separately
- Notify customers: If you're closing business, let them know
- Offer alternative: Give customers new contact method before deleting
- Export records: Save order history, customer list, important conversations
- Document everything: Take screenshots of important chats before deleting
- Really sure? Confirm multiple times. Deletion is irreversible.

## Recover a Banned or Locked Account

Account bans or locks are serious but sometimes reversible. WhatsApp restricts accounts when it detects violations of policies. Understanding why and how to appeal is crucial.

### Why accounts get banned or locked

WhatsApp bans accounts for:

- Spam messages: Sending unsolicited bulk messages
- Policy violations: Selling prohibited items (weapons, drugs, counterfeit)
- Harassment: Abusive messages or repeated unwanted contact
- Malicious activity: Hacking, phishing, spreading malware
- False information: Misinformation, scams, fraud
- Business violations: High non-delivery rates, poor quality rating
- Suspicious behavior: Unusual activity, bot-like patterns
- Violating Commerce Policy: Prohibited goods/services

### Types of account restrictions

\*\*Temporary ban (24 hours – 7 days):\*\*\\
✅ Can't send messages\\
✅ Can receive messages\\
✅ Expires automatically\\
✅ Usually lifted after time period

\*\*Permanent ban:\*\*\\
❌ Can't send or receive\\
❌ Account is locked\\
❌ Need to appeal to unlock\\
❌ May not be reversible

\*\*Quality rating drop:\*\*\\
⚠️ Can still message but limited capacity\\
⚠️ Messages may not deliver\\
⚠️ Sending rate is throttled

### Check if Account is banned/locked

Signs:

- Messages don't send: Show as "sent" but customer doesn't receive
- Error message: "Your account is restricted" or "You're temporarily banned"
- Can't send to certain numbers: Limited sending capability
- Account status: Settings → Account shows warning
- Customer complaints: Customers say they're not getting your messages

### Steps to recover a banned account

**Step 1: Don't panic**

- Temporary bans are common and reversible
- Don't keep trying to send (will make it worse)
- Wait or appeal immediately

**Step 2: Check your account status**

- Go to Settings → Account
- Look for any warning or restriction message
- Read the message carefully (tells you why)

**Step 3: If temporary ban**

- Wait it out: Usually lifts in 24–72 hours automatically
- Use this time: Review what violated policy and plan to fix
- Message customers: "Sorry for delay, we're back to normal service"

**Step 4: If permanent ban or you want to appeal**

- Go to Settings → Help or "Contact us"
- Look for "Report a problem" or "Appeal"
- Tap it

**Step 5: Open support ticket**

- Choose reason: "Account restriction" or "Account locked"
- Describe your situation honestly
- Explain why you think restriction is wrong (if applicable)
- Provide any supporting evidence

**Step 6: Appeal message template**

```ts
Subject: Appeal - Account Restriction on [Your number]

Hi WhatsApp Support,

My account has been restricted/banned. I believe this is an error because:

1. I only send messages to opted-in customers
2. I don't send spam or unsolicited messages
3. I comply with WhatsApp Business Policy
4. I haven't violated any terms

My account number: [Your WhatsApp number]
Time restriction started: [Date/time]

I'm a legitimate business and would like this reviewed.
Can you help unlock my account?

Thanks,
[Your name]
```

**Step 7: Wait for response**

- Meta support reviews appeal (takes 1–7 days)
- They either lift restriction or explain why it stands
- If denied, you can try again but be careful (repeated appeals might not help)

**Step 8: If reinstated**

- Restriction is lifted
- You can send messages again
- Review what caused it and prevent future issues

### Tips to avoid getting banned

\*\*Do:\*\*\\
✅ Only message customers who opted in\\
✅ Provide clear opt-out option\\
✅ Keep quality high (relevant messages, no spam)\\
✅ Use templates for bulk messaging\\
✅ Maintain good delivery rate (low non-delivery)\\
✅ Comply with WhatsApp Business Policy\\
✅ Sell only allowed items\\
✅ Include real business info (profile, hours, address)\\
✅ Monitor quality rating\\
✅ Report abuse to WhatsApp (don't retaliate)

\*\*Don't:\*\*\\
❌ Send unsolicited bulk messages\\
❌ Use automation for spam\\
❌ Sell prohibited items\\
❌ Send threatening/harassing messages\\
❌ Impersonate others\\
❌ Share malware/suspicious links\\
❌ Facilitate scams or fraud\\
❌ Use bots for deception\\
❌ Ignore policy violations repeatedly\\
❌ Share others' personal info without consent

### Quality rating and prevention

Monitor your quality rating:

- Go to Settings → Account
- Look for "Quality rating" or status indicator

Rating shows:

- Green: Good (no issues)
- Yellow: Medium (watch out)
- Red: Low (at risk of restriction)

If yellow/red:\\
✅ Reduce message volume\\
✅ Focus on quality (relevant, timely, helpful)\\
✅ Improve delivery rate (don't message inactive numbers)\\
✅ Reduce customer complaints/blocks\\
✅ Clear inactive contacts

### Policy changes to Stay Compliant

WhatsApp policies change. Stay updated:

- Check policy regularly:
- Settings → Help → WhatsApp Business Policy
- Read updates (Meta sends notifications)
- Understand what's prohibited
- Adjust practices if needed

Common policy areas:

- Prohibited products: Weapons, drugs, counterfeit, adult content
- Financial services: Limited in some countries
- Healthcare: Restrictions on medical advice
- Messages: No hate speech, threats, harassment
- Third-party tools: Some automation is restricted

If uncertain: Contact WhatsApp support before launching major campaign

### Escalation: If appeal fails

If WhatsApp denies your appeal:

- Understand the reason: They provide specific policy violation
- Analyze: Were they right? Did you actually violate?
- Fix the issue: Make real changes to your business practices
- Re-appeal: After 30 days, submit new appeal with evidence you've changed
- Be honest: Don't argue; explain what you've learned and fixed
- Document changes: Show evidence of improvements (policy compliance, quality)

If still denied:

- Permanent bans are sometimes final
- Consider starting fresh with new account (different number)
- Apply stricter compliance standards

### Pro tips for account health

- Keep quality rating green: This is the main indicator of health
- Regular audits: Review your messaging practices monthly
- Customer feedback: Monitor complaints and address immediately
- Clean lists: Remove non-responsive contacts
- Honest business: Operate transparently and honestly
- Documentation: Keep records of opt-ins and consent
- Compliance calendar: Mark policy check dates (quarterly)
- Diverse messaging: Don't send just promotional content; include support
- Respect opt-outs: Honor unsubscribes immediately
- Stay informed: Read WhatsApp updates and policy changes

## How to Contact WhatsApp Support

When you need help, WhatsApp Business has support options. Response time and effectiveness vary, so it's good to know where to go.

### Types of support available

- **In-app help:**
- Free
- Self-service guides and FAQs
- Quick answers to common questions
- No human contact
- **Email/ticket support:**
- Free
- Response time: 1–7 days
- Better for complex issues
- Human support
- **Meta Verified priority support:**
- Paid feature (₹1,000+/month)
- Faster response time
- Priority queue
- Dedicated support
- **Phone support:**
- Usually not available for standard users
- May be available with Meta Verified or if business account

### How to access in-app help

**Step 1: Open WhatsApp Business**

- Tap Settings (gear icon)
- Tap Help or "Help & support" or "Contact us"

**Step 2: Browse FAQs**

- Common topics appear:
- "Getting started"
- "Account & privacy"
- "Chats & media"
- "Business tools"
- "Catalog"
- "Billing"
- Tap a topic to see articles
- Search for your issue

**Step 3: Find your answer**

- Most common issues are covered
- Articles are usually helpful and detailed
- If solved, great!

**Step 4: If not solved, escalate**

- Look for "Report a problem" or "Contact us"
- Tap to open support ticket

### How to report a problem / Contact support

**Step 1: In Settings, find "Report a problem"**

- Go to Settings → Help or "Contact us"
- Look for "Report a problem", "Send feedback", or "Contact support"
- Tap it

**Step 2: Choose issue type**

- Select category:
- Account access issues (can't log in, locked out)
- Account restriction (banned, restricted, low quality)
- Messaging issues (messages not sending/receiving)
- Technical bug (app crashes, features broken)
- Billing issue (charges, payments, refund)
- Feature request (suggest new feature)
- Other (doesn't fit above)

**Step 3: Describe your issue**

- Write clear, detailed description
- Include:
- What happened?
- When did it start?
- Have you tried fixing it? How?
- Error messages (if any)
- Is it ongoing or one-time?

**Example:**

```ts
Issue: Messages not delivering to customers
Description: Starting Jan 10, messages I send appear "sent" but customers say they never receive them. 
I've tried:
- Restarting app
- Checking internet connection
- Reinstalling WhatsApp
- Different numbers

Error message: None, just not delivering

This affects my ability to serve customers and is urgent.
```

**Step 4: Provide contact info**

- Email address (for response)
- Phone number (your WhatsApp number)
- Best time to contact (optional)

**Step 5: Submit**

- Attach screenshots if helpful (error messages, screenshots)
- Tap "Submit" or "Send"
- You'll get ticket number (save it)

**Step 6: Wait for response**

- WhatsApp support replies via email
- Usually within 1–7 days
- May ask for more info (respond quickly)
- They work toward resolving your issue

### Response time expectations

| Issue type | Typical response | Priority |
| --- | --- | --- |
| Account locked/banned | 1–3 days | High |
| Messages not sending | 2–5 days | Medium |
| Billing/payment | 1–2 days | High |
| App bug/technical | 3–7 days | Medium |
| Feature request | 1 week+ | Low |
| Spam/abuse report | 1–2 days | High |

### Using Meta's support outside the app

If WhatsApp support doesn't help, try Meta:

- **Meta Business Help Center:**
- Go to facebook.com/business/help
- Search your issue
- Often has more detailed guides
- **Meta Business Community:**
- Visit facebook.com/business/community
- Post your question
- Meta reps and other businesses may help (not guaranteed)
- **Appeal a decision:**
- If WhatsApp denies your appeal or issue, you can escalate:
- Go to Meta's appeal page
- Explain why you disagree
- Provide supporting evidence
- Higher-level review may help

### Best practices to contact support

\*\*Do:\*\*\\
✅ Be clear and specific\\
✅ Provide error messages and screenshots\\
✅ Include timestamp of issue\\
✅ Explain what you've already tried\\
✅ Be polite and professional\\
✅ Respond quickly to follow-up questions\\
✅ Keep ticket number for reference\\
✅ Follow instructions from support

\*\*Don't:\*\*\\
❌ Be rude or aggressive\\
❌ Demand immediate resolution\\
❌ Re-submit same issue multiple times\\
❌ Provide sensitive data (passwords, card numbers)\\
❌ Contact support for feature requests (use feedback instead)\\
❌ Give up after one response\\
❌ Escalate without trying lower levels first

### Escalation strategy for slow response

If waiting too long:

- Follow up: Reply to existing ticket with "Any update on this?"
- Re-submit: Open new ticket with "This is critical for my business"
- Try alternate channels: Use Meta Business Help Center
- Document everything: Screenshot issues and support interactions
- Set expectation: Understand that WhatsApp support is limited for app users (not just for API users)

### Tips for support success

- Try self-help first: Most issues are in FAQ, saves time
- Search before reporting: Your issue might be known with workaround
- Clear description: More details = faster resolution
- Patience: Support is limited; WhatsApp has millions of users
- Prevention: Many issues (bans, bugs) are preventable with good practices
- Consider Meta Verified: If you have high-volume business, priority support is worth the cost
- Stay polite: You'll get better help being respectful
- Learn from others: Check Meta Community for solutions others found

## Account Management Workflow Example

Let's see how proper account management protects a business:

\*\*Month 1: Smart setup\*\*\\
\*\*Do:\*\*\\
✅ Enable automatic daily backup (Google Drive)\\
✅ Export important chats monthly\\
✅ Set quality rating monitoring alerts\\
✅ Add all business info (profile, hours, address)\\
✅ Review WhatsApp Business Policy

**Result:** Prepared for any issues

\*\*Month 3: First warning sign\*\*\\
**Situation:**

- Quality rating drops to yellow
- A few customers not receiving messages

\*\*Action:\*\*\\
✅ Immediately review policy compliance\\
✅ Check messaging patterns (Am I spamming?)\\
✅ Reduce volume to focus on quality\\
✅ Remove inactive contacts\\
✅ Wait for rating to recover

**Result:** Rating recovers to green in 1 week

\*\*Month 6: Switching phones\*\*\\
\*\*Plan:\*\*\\
✅ Backup chats to Google Drive (just did today)\\
✅ Buy new phone, insert new SIM\\
✅ Install WhatsApp Business\\
✅ Restore from backup\\
✅ Keep old phone as linked device (optional)

**Result:** Smooth transition, no data loss

\*\*Month 9: Considering number change\*\*\\
\*\*Decision:\*\*\\
✅ Got new dedicated business line\\
✅ Want to switch WhatsApp number

\*\*Plan:\*\*\\
✅ Backup chats one more time\\
✅ Announce to customers via broadcast: "New number coming..."\\
✅ Wait 1 week\\
✅ Change number in settings\\
✅ Update website, social media, Google Business\\
✅ Let old number forward for grace period

**Result:** Smooth transition, no lost customers

\*\*Month 12: Reflecting on year\*\*\\
\*\*Review:\*\*\\
✅ Never banned or locked (because compliant)\\
✅ Always had recent backup (never needed to restore)\\
✅ Quality rating stayed green (proper messaging)\\
✅ Smooth transitions (planned well)\\
✅ No critical issues (prevented problems)

**Lesson:** Proper account management = peace of mind

## Account Management Checklist

After reading this section, you should be able to:\\
✅ Change your phone number without losing chats\\
✅ Set up automatic backups to protect data\\
✅ Understand account deletion and when NOT to delete\\
✅ Recover from bans through appeals\\
✅ Contact support effectively when needed\\
✅ Maintain account health with compliance\\
✅ Plan for contingencies (backup, transitions)

Your WhatsApp Business account is now properly managed, backed up, and protected.

## What's next?

Once you've mastered account management, consider:

- Scaling up: Upgrade to WhatsApp Business API
- Automation: More sophisticated workflows and chatbots
- Team management: Managing multiple people on one account
- Compliance strategy: Ensuring long-term policy adherence
- Business continuity: Planning for emergencies

Your WhatsApp Business is now a professionally managed, backed-up, and secure business communication hub ready for whatever comes next.

---

URL: https://chakrahq.com/help/learning-centre/meta-business-manager/navigation-guide.md.md

# Navigating the Interface

Meta Business Manager, now closely integrated with Meta Business Suite, provides a streamlined interface for managing your social media and advertising efforts across Facebook, Instagram, Messenger, and WhatsApp. Navigating it effectively allows you to access tools quickly, monitor performance, and collaborate seamlessly. This section offers an overview of the dashboard, key navigation elements, distinctions between core tools, and tips for handling multiple businesses. The interface is intuitive, with a focus on centralization to reduce the need for switching between apps or tabs. Note that as of 2025-2026, the platform emphasizes unified management, with Meta Business Suite serving as the primary frontend for many Business Manager features.

## Overview of the Business Manager dashboard

The home/dashboard in Meta Business Manager (accessible via business.facebook.com after login) acts as your central command center, displaying an at-a-glance view of your business activities. It features a clean, modern layout with customizable widgets for quick insights into notifications, performance metrics, and tasks. Upon logging in, you'll see:

- **Notifications and Alerts**: A top section highlighting urgent items like new messages, comments, ad approvals, or policy updates.
- **Unified Inbox**: A consolidated view of interactions from Facebook, Instagram DMs, Messenger, and WhatsApp, allowing you to respond without switching platforms.
- **Content and Scheduling Overview**: Quick access to recent posts, Stories, and a planner calendar for upcoming content.
- **Performance Insights**: Summary cards showing key metrics such as reach, engagement, audience growth, and ad results.
- **Quick Actions**: Buttons to create posts, ads, or add assets, plus shortcuts to tools like Insights, Ads, and Settings.
- **Account Selector**: A dropdown in the top-left for switching between connected accounts or businesses.

The dashboard is designed for efficiency, supporting multi-platform management in one place. It's mobile-friendly via the Meta Business Suite app, with similar layouts for on-the-go access. If you're new, a guided tour or help prompts may appear to familiarize you with the layout. Customization options let you pin frequently used sections, making it scalable for small teams or large agencies.

## Main menus and navigation patterns

Navigation in Meta Business Manager follows a logical, sidebar-based pattern, with most elements accessible from a left-hand menu or top navigation bar for quick jumps. This setup minimizes clicks and supports intuitive workflows. Key components include:

- **Left-Hand Sidebar Menu**: The primary navigation hub, featuring tabs like:
- Home: Returns to the dashboard overview.
- Inbox: Manages all messages and comments in one unified view.
- Content/Planner: For creating, scheduling, and editing posts, with tools for bulk uploads and A/B testing.
- Insights: Detailed analytics on audience, content performance, and trends.
- Ads: Direct link to ad creation and management.
- Automations: Setup for auto-replies, FAQs, and chatbots.
- Settings (or Business Settings): Bottom-left gear icon for advanced configurations.
- **Top Navigation Bar**: Includes a search bar for quick asset lookup, account dropdown for switching profiles or businesses, notifications bell, and help icon for support resources.
- **Sub-Menus and Patterns**: Within each section, expect dropdowns or tabs for specifics—e.g., in Settings, sub-tabs like Accounts, People, Partners, and Business Assets. Navigation often uses breadcrumbs (e.g., Home > Settings > People) for backtracking. For assets, you'll see "Add" buttons to create or claim items, with filters for searching existing ones.
- **Mobile Navigation**: In the app, a bottom tab bar replaces the sidebar for Inbox, Content, Insights, and More (housing Settings and other tools).

Patterns emphasize centralization: Toggle between Facebook and Instagram views via selectors, and use search for fast access. Hover tips and contextual menus provide guidance, reducing the learning curve. For advanced users, keyboard shortcuts (e.g., Ctrl + K for search) enhance speed.

## Specialized Tools

**“Business Settings” vs. “Ads Manager” vs. “Events Manager”**

Meta Business Manager integrates several specialized tools, each serving distinct purposes while interconnecting for seamless workflows. Here's a clear breakdown:

- **Business Settings**: This is the foundational backend hub for overall account management, accessed via the gear icon or Settings tab in the left menu. It focuses on setup and administration, including:
- Adding or claiming assets (Pages, ad accounts, Instagram profiles, Pixels).
- Managing people and partners (adding users with roles like admin, editor, or analyst; setting permissions).
- Security features (two-factor authentication, domain verification).
- Billing and payments setup.
- Business verification for unlocking advanced features. Use it for structural tasks, not day-to-day operations—think of it as the "control panel" for your business entity.
- **Ads Manager**: A dedicated tool for paid advertising, accessible from the Ads tab or directly at adsmanager.facebook.com. It handles campaign creation, targeting, and optimization, including:
- Setting objectives (e.g., awareness, traffic, conversions).
- Audience building (custom, lookalike, retargeting).
- Budgeting, scheduling, and A/B testing.
- Performance reporting (metrics like impressions, clicks, ROI). Unlike Business Settings, it's action-oriented for running ads; integrate it with Pixels from Events Manager for better tracking.
- **Events Manager**: Focused on data tracking and analytics, found under Data Sources in Business Settings or as a standalone tab. Key functions include:
- Managing Meta Pixels and Conversion APIs for tracking website events (e.g., page views, purchases).
- Aggregated event measurement for privacy compliance.
- Building retargeting audiences based on user behavior.
- Diagnostics for data issues. It differs by emphasizing measurement and verification, feeding data into Ads Manager for informed campaigns, rather than creation or admin tasks.

In summary, Business Settings is for setup and permissions, Ads Manager for execution, and Events Manager for insights—use them together for a complete strategy.

## Switching between multiple businesses

Meta Business Manager supports managing multiple businesses or accounts efficiently, ideal for agencies, multi-brand companies, or users with separate portfolios. You can handle up to two personally created businesses but join unlimited others via access requests. Here's how to switch:

1. **From the Dashboard**: Click the account or business name dropdown in the top-left corner (next to your profile picture). Select the desired business portfolio from the list of connected ones.
2. **Via Business Settings**: Go to Settings > Accounts or Business Assets. Here, you can add new businesses by creating or requesting access, then toggle between them using selectors or filters.
3. **For Assets Within a Business**: In sections like Pages or Ad Accounts, use the dropdown menu in the top-left to filter and switch between specific assets (e.g., different Pages or ad accounts under one business).
4. **App-Specific Switching**: In the Meta Business Suite mobile app, tap the profile icon or "More" tab, then select "Switch Account" to choose from linked businesses.

If managing separate legal entities, create distinct portfolios to avoid mixing billing or permissions—switching is seamless but requires admin access. For agencies, use partner requests to access client businesses without full switches. If you encounter limits, log out and in with different credentials or use browser profiles.

---

URL: https://chakrahq.com/help/learning-centre/whatsapp-business-api/understanding-compliance-policies-and-consent.md.md

# Understanding Compliance, Policies, and Consent

The WhatsApp Business API is a powerful tool for businesses to connect with customers on a global scale, enabling automated messaging, customer support, and marketing campaigns. However, to maintain trust and avoid penalties, it's essential for business users to prioritize compliance with WhatsApp's policies and consent requirements. This ensures respectful, legal, and effective communication while protecting user privacy. Tools like Chakra Chat can simplify adherence to these rules by automating opt-in management and compliance tracking, allowing you to focus on growing your business.

In this guide, we'll break down the key aspects of WhatsApp Business API compliance, including business policies, commerce rules, opt-in and opt-out processes, and data privacy basics. Whether you're in e-commerce, customer service, or lead generation, understanding these elements is crucial for sustainable use of the platform.

## What is WhatsApp Business Policy?

\*\* (Allowed and Restricted Businesses)\*\*

The WhatsApp Business Policy outlines the rules for using WhatsApp Business Services, such as the API, to create positive user experiences and prevent misuse. It applies to all businesses and emphasizes compliance with local laws, accurate business profiles, and ethical messaging practices. Violations can lead to account restrictions or bans.

### Allowed Businesses

Businesses that follow opt-in rules, provide clear contact information (like email or website), and operate legally are generally permitted. For example:

- Retailers offering everyday goods via catalogs (as long as they comply with commerce policies).
- Service providers in regulated industries like online gambling or over-the-counter drugs, but only in specific countries (e.g., Australia, Japan, Mexico for gambling) with proper licenses and age restrictions—no messaging to users under 18.
- Government entities using the API through authorized solution providers.

Chakra Chat helps allowed businesses by integrating compliant messaging flows that ensure profiles are accurate and messages are targeted appropriately.

### Restricted Businesses

WhatsApp prohibits certain industries to protect users from harm, fraud, or illegal activities. Restricted categories include:

- Terrorism, organized crime, or any facilitation of criminal acts.
- Illegal products like drugs (prescription or recreational), firearms, endangered species, or hazardous materials.
- Adult products, dating services, multi-level marketing, payday loans, or debt collection.
- Political entities, law enforcement, or news publishers not registered on Facebook.
- Businesses involved in discrimination based on race, religion, gender, or other personal characteristics.

If your business falls into a restricted category, WhatsApp may block access entirely. Always review the policy before onboarding to avoid issues.

## What is Commerce Policy?

**(Catalog and Product Rules)**

The Commerce Policy governs how businesses use WhatsApp features like catalogs and payments to sell goods or services. It aligns with Meta's broader commerce guidelines and requires businesses to handle transactions responsibly, including taxes and order fulfillment. WhatsApp isn't liable for sales— that's on the business.

### Catalog and Product Rules

- **Catalogs**: These allow showcasing products for easy browsing. Catalogs must comply with laws and not promote prohibited items. Businesses are responsible for accurate descriptions, pricing, and delivery.
- **Allowed Goods and Services**: Everyday items like clothing, electronics, or non-regulated services are fine, as long as they're legal in the target regions.
- **Restricted Goods and Services**: Similar to the Business Policy, prohibitions include drugs, alcohol (except messaging in allowed countries like Brazil or India with age gating), tobacco, weapons, adult content, gambling (limited exceptions), and fraudulent items. Even with licenses, commerce features can't be used for regulated items like over-the-counter drugs in most cases.

For e-commerce users, Chakra Chat streamlines catalog integration while flagging potential policy violations to keep your setup compliant.

## Opt-In Policy

\*\* Why Consent is Mandatory and How to Get It\*\*

Consent is a cornerstone of WhatsApp Business API usage because it prevents spam and builds trust—unsolicited messages can lead to blocks, reports, or account suspensions. Businesses can only initiate conversations (beyond a 24-hour customer service window) if the user has explicitly opted in. This aligns with global privacy laws and WhatsApp's anti-spam measures.

### Why Consent is Mandatory

- **User Protection**: It ensures messages are wanted, reducing complaints and improving engagement rates.
- **Policy Compliance**: Violating opt-in rules violates WhatsApp's Messaging Policy, risking penalties.
- **Legal Requirements**: In regions like the EU (GDPR), consent must be freely given, specific, and revocable.

To obtain consent, use clear language like "I agree to receive updates via WhatsApp from \\[Your Business]." Track consents with timestamps and methods for audits.

Chakra Chat automates opt-in collection, making it easy to store and verify consents without manual effort.

## Accepted Opt-In Methods

WhatsApp accepts various user-friendly methods to gather consent, as long as they're explicit and documented. Here are the key ones:

- **Website**: Add a checkbox or "Subscribe via WhatsApp" button on forms, checkout pages, or pop-ups. Link it to a pre-filled message for easy confirmation.
- **IVR (Interactive Voice Response)**: During phone calls, prompt users to opt in verbally or via keypress, then send a confirmation message.
- **In-Store**: Use QR codes, sign-up sheets, or verbal consent at physical locations, followed by a WhatsApp confirmation.
- **Forms**: Digital or physical forms (e.g., event registrations) with a clear opt-in clause.
- **CTWA (Click to WhatsApp Ads)**: Run ads on Facebook/Instagram that direct users to WhatsApp chats; clicking implies initial interest, but confirm opt-in in the first message.

Always provide details on message types (e.g., promotions, updates) and frequency to make consent informed.

## Opt-Out and User Privacy

**Opt-Out Handling and User Privacy Requirements (Records, Storage)**

Users can opt out anytime, and businesses must honor it immediately to respect privacy and avoid violations.

### Opt-Out Handling

- **Methods**: Users may reply with keywords like "STOP" or "UNSUBSCRIBE," block your number, or delete the chat. Monitor for these and stop messaging instantly.
- **Requirements**: Update your records to prevent future contacts. Provide easy opt-out instructions in every message (e.g., "Reply STOP to unsubscribe").
- **Consequences**: Ignoring opt-outs can lead to spam reports and account restrictions.

Chakra Chat's platform automatically detects opt-out keywords and updates user statuses, ensuring seamless compliance.

### User Privacy Requirements

- **Records**: Maintain detailed logs of opt-ins/opt-outs, including dates, methods, and user details, for at least the retention period required by law.
- **Storage**: Store data securely with encryption and access controls. WhatsApp requires confidentiality for authorized personnel.

## Data Privacy basics

\*\* Data Retention, Encryption, Regional Rules (e.g., GDPR)\*\*

Data privacy is non-negotiable in WhatsApp Business API, focusing on secure handling of personal information like contact details.

- **Retention**: Delete personal data upon account termination or when no longer needed, unless legally required to keep it. WhatsApp deletes data per its terms post-termination.
- **Encryption**: Use robust technical measures to protect data from breaches, including end-to-end encryption for messages and secure storage.
- **Regional Rules**: Comply with laws like GDPR (EU), which mandates explicit consent, data minimization, and rights like access or deletion. For international transfers, use addendums like WhatsApp's Data Transfer Addendum. In regions like the UK, similar rules apply.

Report breaches promptly and assist users with privacy requests. Chakra Chat incorporates these features, helping businesses manage data retention and encryption effortlessly while staying GDPR-compliant.

By mastering these compliance elements, you can leverage WhatsApp Business API effectively and ethically. If you're using Chakra Chat, its built-in tools make policy adherence straightforward, from opt-in automation to privacy safeguards. For more tailored advice, consult WhatsApp's official documentation or a legal expert.

---

URL: https://chakrahq.com/help/learning-centre/whatsapp-business/messaging-features-guide.md.md

# WhatsApp Business Messaging Features Guide

WhatsApp Business offers powerful messaging tools beyond simple one-on-one chats. From sending bulk messages to organizing conversations, these features help you communicate efficiently with many customers at once while keeping your inbox organized and easy to navigate.

This guide covers broadcast lists, pinning messages, status updates, search and filters, automated templates, and the difference between broadcasts and groups—everything you need to master WhatsApp Business messaging.

---

## How to Use Broadcast Lists

A broadcast list is a way to send the same message to multiple customers at once, but each person receives it as a separate, individual message—not a group chat. It's perfect for promotions, announcements, and bulk updates without everyone seeing each other.

### Why Broadcast Lists are Powerful

- **Personal touch:** Each customer gets an individual message, not a group notification
- **Scale communication:** Message 100, 1,000, or 10,000 customers instantly
- **No group chaos:** Unlike group chats, customers don't see responses from others
- **Promotions:** "Summer sale 50% off" reaches everyone at once
- **Announcements:** "New product launch" goes to all interested customers
- **Updates:** Order shipped, appointment reminder, status change
- **Privacy:** Customers don't see who else received the message

### Broadcast vs. Group Chat

| Aspect | Broadcast List | Group Chat |
| --- | --- | --- |
| Visibility | Each person sees only their copy | Everyone sees all messages |
| Responses | You get individual replies | Everyone sees all replies |
| Recipient count | Hundreds or thousands | Usually 2–50 people |
| Use case | Promotions, announcements, updates | Team discussion, customer support |
| Privacy | High (no list visible) | Low (everyone knows who's in it) |
| Replies | Direct to you only | All group members see |

### How to Create a Broadcast List

**Step 1: Open broadcast settings**

- Go to **Chats** or the main chat screen
- Tap **Settings → Broadcast lists** or look for a "Broadcast" menu
- Tap "Create new" or "New broadcast" or the "+" icon

**Step 2: Name your broadcast list**

- Enter a name for the list (internal use only, customers don't see it)
- Examples:
- "Promotions & Sales"
- "Regular customers"
- "New product updates"
- "Appointment reminders"
- Tap "Next" or "Done"

**Step 3: Add contacts to the list**

- You'll see a list of your saved contacts
- Check the names you want to add to the broadcast
- You can:
- Tap individual contacts
- Use search to find specific customers
- Select all (if available)
- Examples of who to add:
- Repeat customers who've opted in
- People who subscribed to updates
- Clients who've made purchases
- Anyone who messaged you (they agreed to contact by messaging)

**Important:** Only add people who have opted in to receive messages from you. Do NOT add random numbers or people who haven't agreed to hear from you (this violates WhatsApp policy and can get you banned).

**Step 4: Confirm and save**

- Review the contacts you've added
- Tap "Create" or "Save"
- Your broadcast list is now ready to use

### How to Send a Broadcast Message

**Step 1: Open the broadcast list**

- Go to **Settings → Broadcast lists**
- Tap the broadcast list you want to send to (e.g., "Promotions & Sales")

**Step 2: Write your message**

- Tap the message field at the bottom
- Type your message:
- Keep it concise (most people read on phones)
- Include call-to-action ("Shop now", "Book appointment", "Learn more")
- Use emojis sparingly (one or two for personality)
- Avoid ALL CAPS (looks like shouting)
- You can also:
- Add media (image, video, document)
- Use formatting (bold, italic, strikethrough)

**Example broadcast messages:**

**Salon:** "🎉 Summer special! All haircuts 30% off this weekend only. Book your appointment now: \\[link]. Offer valid Fri–Sun. Don't miss out! 💇‍♀️"

**E-commerce:** "New arrival alert! 🎁 Check out our latest collection of summer dresses. Free shipping on orders over ₹999. Shop now: \\[link]"

**Fitness coach:** "Feeling motivated? 💪 Limited-time offer: 5 personal training sessions for ₹3,999 (reg. ₹5,000). Valid this month only. DM to book!"

**Clinic:** "📅 Health reminder: Due for your annual checkup? Book your appointment today. We have evening slots available. Call or message to confirm."

**Step 3: Send the message**

- Tap the send button (arrow icon)
- The message is sent to every contact in the list individually
- Each person receives it as a separate message from you
- They don't see it's a broadcast

**Step 4: Monitor responses**

- As customers reply, their messages come to you individually
- You can reply to each person separately
- Each conversation is independent

### Managing Broadcast Lists

**To edit a broadcast list (add/remove contacts):**

- Go to **Settings → Broadcast lists**
- Tap the list you want to edit
- Tap "Edit" or "Manage"
- Add or remove contacts
- Tap "Save"

**To delete a broadcast list:**

- Go to **Settings → Broadcast lists**
- Long-press the list
- Tap "Delete"
- Confirm deletion (messages aren't deleted, just the list)

**To view broadcast history:**

- Go to **Settings → Broadcast lists**
- Tap a list
- You might see a history of messages sent to that list (varies by version)

### Best Practices for Broadcast Lists

**Only message opted-in customers:**

- They messaged you first (agreed to contact)
- They signed up for updates
- They made a purchase
- Never add random numbers or scraped lists (violates policy)

**Respect frequency:**

- 1–2 broadcasts per week is good
- Daily broadcasts may annoy customers
- Too many messages = people block you

**Personalize where possible:**

- "Hi \\[name], check out..." is better than generic "Hey everyone..."
- Use their purchase history ("Based on your recent purchase...")
- Segment lists by interest (VIP, regular, newsletter-only)

**Clear call-to-action:**

- Every broadcast should have ONE clear ask
- "Shop now", "Book here", "Learn more"
- Include a link or instruction

**Timing matters:**

- Send during business hours (9 AM–8 PM)
- Avoid early morning or late night
- Consider your customer timezone

**Track results:**

- Note how many people reply
- Track which broadcasts drive sales
- Adjust based on what works

**Have an unsubscribe option:**

- Let people opt out ("Reply STOP to unsubscribe")
- Honor opt-outs immediately
- Keep a clean list of engaged customers only

### Broadcast List Examples for Businesses

**Fashion e-commerce:**

- **List 1:** "Summer sale – VIP customers" (loyal buyers, get early access)
- **List 2:** "Summer sale – newsletter subscribers" (general audience)
- **List 3:** "Cart abandoners" (people who left items without buying)

**Salon:**

- **List 1:** "Regular clients – appointment reminders" (confirm upcoming appointments)
- **List 2:** "Past clients – special offers" (win back lapsed customers)
- **List 3:** "Birthday specials" (send on their birthday month)

**Fitness:**

- **List 1:** "Active members" (class schedules, motivation)
- **List 2:** "Prospective clients" (free trial offers)
- **List 3:** "Inactive members" (win-back campaigns)

---

## How to Pin and Star Messages

Pinning and starring messages help you keep important information or conversations easily accessible. Pin keeps messages at the top; stars save key messages for later reference.

### What Pinning Does

Pinned messages stay at the top of your chat list or a specific chat. They're useful for:

- Important customer information ("Order #12345 shipped")
- Key dates ("Appointment: Jan 15, 2 PM")
- Urgent updates ("Payment method changed")
- Reference info ("Customer prefers contact on Sundays only")

### What Starring Does

Starred messages are bookmarked for later. You can view all starred messages in one place. They're useful for:

- Contact details to transfer to CRM
- Order details to process later
- Questions to follow up on
- Important customer requests

### How to Pin a Chat

**Entire Conversation**

**Step 1:** Long-press the chat in your chat list (from Chats screen, not inside a conversation)

**Step 2:** Tap "Pin" from the menu that appears

**Step 3:** The chat moves to the top of your chat list

**Result:** That customer's chat is always at the top, above unpinned chats. Useful for your most important customers or active conversations.

**To unpin:** Long-press the pinned chat and tap "Unpin"

### How to Pin a message

**Specific Message Within a Chat**

**Step 1:** Open the chat containing the message you want to pin

**Step 2:** Long-press the specific message you want to pin

**Step 3:** Tap "Pin message" from the menu

**Step 4:** The message appears at the top of that chat with a pin icon (⚓)

**Result:** When you open that chat, you immediately see the pinned message. Useful for:

- Order details: "Order #ABC123, delivery Jan 20"
- Address: "Deliver to 123 Main St, Apt 4B"
- Special instructions: "Call before delivery, no COD"

**To unpin:** Long-press the pinned message and tap "Unpin"

**Note:** You can pin multiple messages in one chat (usually up to 3–5)

### How to Star a Message

**Step 1:** Long-press the message you want to star

**Step 2:** Tap "Star message" (or ⭐ icon) from the menu

**Step 3:** The message is now starred (you'll see a star icon on it)

**Result:** The message is saved for later. You can view all starred messages in one place.

### How to View All Starred Messages

**Step 1:** Go to **Settings → Starred messages** or look for a ⭐ icon in your chat list

**Step 2:** You'll see all messages you've starred across all chats

**Step 3:** Tap any starred message to jump to that chat and location

**Result:** Instead of searching for important info, you can quickly access everything you starred.

### Use Cases for Pinning and Starring

**Pin a chat (whole conversation):**

- **Customer:** Your biggest client's chat stays at the top
- **Support issue:** A complaint you're actively resolving
- **Active project:** A customer with an ongoing order or service

**Pin a message (specific message):**

- **Order details:** "Order #12345, delivery address: 123 Main St"
- **Appointment:** "Appointment confirmed: Jan 20, 2 PM"
- **Payment info:** "Payment method: Credit card ending in 4321"
- **Special request:** "No calls before 9 AM, WhatsApp only"
- **Deadline:** "Project due: Friday 5 PM"

**Star a message (for later reference):**

- **Contact info:** Customer's alternate phone number
- **Address:** Delivery address for future orders
- **Preferences:** "Prefers WhatsApp over calls"
- **Follow-up needed:** "Call customer Jan 15 to confirm"
- **CRM data:** "Referred by: John Smith" (to add to your contacts)

### Pro Tips for Pinning and Starring

- **Don't overpin:** Pin only 1–3 chats max. Otherwise, pinning loses meaning
- **Pin active conversations:** When a chat is resolved, unpin it to keep your list fresh
- **Star before closing:** Before you close a chat, star important details you might need later
- **Review starred weekly:** Go through your starred messages and clean up (delete/transfer to CRM)
- **Use pins for VIP customers:** Keep your most important customers pinned
- **Star = To-do list:** If you star something, act on it within 24 hours

---

## How to Post Status Updates

WhatsApp Business Status is like Instagram or Facebook Stories—temporary posts that disappear after 24 hours. You can share photos, text, or videos to keep customers updated on offers, news, or behind-the-scenes content.

### Why Status Updates Matter for Business

- **Visibility:** Reach all your contacts at once (like broadcast, but visual)
- **Engagement:** Photos and videos get more attention than text
- **Urgency:** "Disappears in 24 hours" creates a sense of urgency
- **Brand awareness:** Keep your business top-of-mind
- **Offers & news:** Announce sales, new products, or updates
- **Personal touch:** Show behind-the-scenes, team photos, or customer testimonials

### Types of Status Updates

- **Text-only:** Simple announcement ("We're hiring!")
- **Photo:** Product photo, promotional image, team photo
- **Video:** Short clip (max 30 seconds recommended)
- **Document:** Share a PDF or file

### How to Post a Status Update

**Step 1: Open WhatsApp Business**

- Go to the **Status** tab or **My status** at the top of the chat list
- Tap "Create" or "My status" or the "+" icon
- You'll see options to capture or upload content

**Step 2: Choose your content type**

**Camera icon:** Take a photo or video right now

- Tap to capture
- Hold for video (release to stop)

**Gallery icon:** Choose an existing photo or video from your phone

- Browse your phone's library
- Select the image or video
- Tap "Done"

**Text icon:** Create a text-only status

- Type your message
- Choose background color
- Add emojis if desired

**Step 3: Edit your content (optional)**

After selecting, you can:

- **Add text:** Tap "T" and type a caption
- **Draw:** Tap pen icon and draw on the image
- **Add stickers:** Tap sticker icon
- **Crop/adjust:** Resize or reposition
- Tap "Done" when satisfied

**Step 4: Add privacy settings (optional)**

Choose who can see this status:

- **Everyone** (all your contacts)
- **My contacts** (only saved contacts)
- **Custom** (specific people only)
- Tap "Send" or "Post"

**Step 5: The status is now live**

- It appears at the top of chats for all your contacts
- They see a circle around your profile photo (indicating you have a new status)
- The status disappears after 24 hours

### How to View Status Updates

**Your contacts' statuses:**

- Open WhatsApp Business
- Go to **Status** tab or look at the top of chat list
- You'll see profile photos of contacts with new statuses
- Tap a profile to view their status updates
- Swipe left or right to view multiple updates from one person
- Tap the screen to pause

**Your own statuses:**

- Go to **My status** section
- Tap "Recent updates" to see what you've posted
- View how many people have viewed each post

### Example Status Updates for Different Businesses

**Salon:**

- 📸 Photo of a fresh haircut with caption: "New cut on Fridays! 💇‍♀️ Book your appointment now."
- ⏰ Text status: "Limited slots left this weekend! Book by tonight. Link in bio."

**E-commerce:**

- 📸 Product photo with caption: "New arrival! Summer dresses just dropped. Shop the full collection 🛍️"
- 🎥 Short video: (30 seconds) Show the product from different angles with upbeat music.

**Fitness:**

- 📸 Before/after transformation photo: "Client transformation 💪 Months of hard work pays off! You're next!"
- ⏰ Text: "Flash sale: 3-month plan now ₹4,999 (was ₹5,999). Today only! 🔥"

**Restaurant:**

- 📸 Food photo: "Today's special: Butter chicken with garlic naan. Limited quantity! Order now 🍛"
- 🎥 Video: Chef preparing a signature dish, mouth-watering shots.

**Clinic:**

- ⏰ Text: "Health tip: Drink 8 glasses of water daily for better skin! 💧"
- 📸 Team photo: "Meet our doctors! Book your appointment with Dr. \\[Name] 👨‍⚕️"

### Best Practices for Status Updates

- **Post regularly:** 2–4 times per week keeps you visible without spamming
- **Mix content types:** Don't always post text. Vary with photos, videos, stories
- **Use high-quality images:** Blurry or bad-quality photos hurt your brand
- **Keep it short:** Videos under 30 seconds work best (longer ones people skip)
- **Add captions:** Always caption photos and videos (helps accessibility)
- **Include call-to-action:** "Shop now", "Book here", "Learn more"
- **Time it right:** Post during peak hours (9 AM–8 PM) when people are active
- **Be authentic:** Show real team, real products, not fake stock photos (unless transparent)
- **Avoid spam:** Don't overpost or use status for every little thing
- **Track engagement:** Note which statuses get views and replies; post more of what works

### Pro Tips for Status Strategy

**Promotion days:**

- **Monday:** New product launch
- **Wednesday:** Mid-week special offer
- **Friday:** Weekend reminder
- **Sunday:** Weekly roundup

**Content themes:**

- **Monday:** Motivational or product
- **Tuesday:** Behind-the-scenes or team
- **Wednesday:** Educational or tip
- **Thursday:** Customer testimonial
- **Friday:** Offer or sale
- **Weekend:** Fun or lifestyle

**Engagement boost:**

- **Ask questions:** "What's your favorite product? Vote in replies!"
- **Share customer photos:** "Customer spotlight: Here's \\[Name] with their order!"
- **Countdown:** "New launch in 3 days! 🚀"
- **Limited-time:** "Only 5 left! ⏰"

---

## Chat Search and Filters

With hundreds of chats, finding a specific message or customer quickly is essential. WhatsApp Business has powerful search and filter tools to help you locate what you need instantly.

### Why Search and Filters Matter

- **Save time:** Find a customer or message in seconds instead of scrolling
- **Reduce stress:** Don't lose track of important info
- **Organization:** Filter by status (unread, labeled) to prioritize
- **Audit trail:** Find past conversations for reference or dispute resolution
- **Customer history:** Quickly review a customer's entire chat history

### How to Search for Messages

**Step 1: Open WhatsApp Business**

- Go to the chat list (main screen)
- Look for a search icon (magnifying glass 🔍) at the top

**Step 2: Tap the search icon**

- A search field appears
- Type what you're looking for

**Step 3: Search by different criteria**

**By customer name:**

- Type the customer's name: "John"
- Results show all chats with people named John

**By message content:**

- Type a keyword: "order number"
- Results show all messages containing that phrase
- Example: You search "invoice" and find all messages mentioning invoices

**By phone number:**

- Type or paste a number: "+919876543210"
- Results show chats with that contact

**By date (some versions):**

- Some versions let you search by date: "messages from Jan 2025"
- Results show messages from that time period

**Step 4: Tap a result**

- You jump to that chat or message
- The message is highlighted
- You can now read context or reply

### Example Searches

| What You Search | What You Find |
| --- | --- |
| "refund" | All messages mentioning refunds across all chats |
| "+919123456789" | All chats with that specific number |
| "Invoice #ABC" | The exact invoice message you're looking for |
| "delivered" | All messages saying "delivered" (tracking updates) |
| "feedback" | All customer feedback you've received |
| "appointment" | All appointment-related messages |

### How to Use Filters

Filters let you view only certain types of chats. For example, you can filter to see only:

- Unread messages
- Messages from a specific label
- Chats from a date range

**Step 1: Open chat list**

- You're on the main screen with all chats
- Look for a filter icon (funnel ⊕ or "Filters" text) at the top

**Step 2: Tap the filter icon**

- A menu appears with filter options
- Depending on your version, options might include:
- **Unread:** Show only chats with unread messages
- **Archived:** Show only archived chats
- **Labels:** Filter by label (e.g., "Payment pending", "VIP")
- **Groups:** Show only group chats
- **Starred:** Show only starred chats

**Step 3: Select a filter**

- For example, tap "Unread"
- Your chat list updates to show only unread chats
- All other chats are hidden (not deleted)

**Step 4: Act on filtered chats**

- You see only the chats that need attention
- Reply to each one
- Once handled, the chat disappears from the filtered view

**Step 5: Reset filter**

- Tap the filter icon again
- Select "All" or deselect the filter
- All chats reappear

### Common Filter Workflows

**Workflow 1: Catch up on unread messages**

1. Apply "Unread" filter
2. See only chats with new messages
3. Reply to each
4. Remove filter when done

**Workflow 2: Focus on VIP customers**

1. Apply "Labels" filter → "VIP"
2. See only VIP customer chats
3. Prioritize responses to them
4. Reset filter

**Workflow 3: Handle pending payments**

1. Apply "Labels" filter → "Payment pending"
2. See all chats awaiting payment
3. Send payment reminders
4. Remove label once paid

**Workflow 4: Review archived chats**

1. Apply "Archived" filter
2. See old chats you've archived
3. Search for a specific chat if needed
4. Unarchive if you need to reopen conversation

### Pro Tips for Search and Filters

- **Use specific keywords:** "order #" instead of just "order"
- **Combine search + labels:** Filter by label, then search within that label
- **Archive old chats:** Archive completed chats to keep main list clean
- **Star important messages:** Then search "starred" to find key info quickly
- **Use labels effectively:** Without labels, filters are less useful
- **Search before reaching out:** Make sure you haven't already discussed something with a customer
- **Export important chats:** Keep backups of key conversations for compliance

---

## Automated Message Templates

Beyond quick replies (which you tap in a chat), WhatsApp Business lets you set up automated responses for specific situations. These templates trigger automatically when certain conditions are met.

### Types of Automated Templates

- **Greeting message:** Auto-reply when someone first messages you
- **Away message:** Auto-reply outside business hours
- **Quick replies:** Manual templates you choose to send (covered in Section 6, Profile & Settings)

The automation part is that greeting and away messages send automatically without you doing anything. This section covers using those templates effectively.

### Greeting Message Automation

A greeting message is an automated response to the first message a customer sends you.

**What happens:**

- Customer messages you for the first time
- WhatsApp automatically shows your greeting
- They see it immediately (before you even read their message)
- Sets the tone: "Professional, ready to help"

**Template example:** "Welcome to XYZ Salon! 💇‍♀️ Thanks for reaching out. We offer haircuts, coloring, treatments, and more. Check our quick replies (menu icon) for FAQs, or tell us what you need. We'll reply within 1 hour during business hours."

**How to set it up:** (Covered in Section 4 "How to write a greeting message")

### Away Message Automation

An away message is an automated response when someone messages you outside business hours.

**What happens:**

- Customer messages you at 10 PM (you close at 8 PM)
- WhatsApp automatically sends your away message
- They know you're closed and when you'll reply
- Reduces frustration from silence

**Template example:** "Thanks for your message! We're currently closed. We're open Mon–Fri 10 AM–8 PM, Sat–Sun 10 AM–6 PM. We'll get back to you as soon as we open. Have a great day!"

**How to set it up:** (Covered in Section 5 "How to set an away message")

### Combining Greeting + Away Message

When set up correctly:

- **First message from customer + outside hours =** Both greeting + away message appear
- **First message + during hours =** Only greeting appears
- **Follow-up message + outside hours =** Only away message appears

**Example:**

Customer messages at 11 PM:

- Greeting appears: "Welcome to XYZ Salon! Thanks for reaching out."
- Away message appears: "We're closed. We'll reply in the morning."
- Customer is satisfied (they know you're organized and will respond)

### Tips for Effective Automated Templates

**Greeting message tips:**

- **Keep it short:** 1–3 sentences, under 100 words
- **Be specific:** Tell them what you do, not just "hi"
- **Include a call-to-action:** "Tell us what you need" or "Browse our quick replies"
- **Set expectations:** "We'll reply within 1 hour"
- **Update seasonally:** Change during holidays or special events

**Away message tips:**

- **Be clear about hours:** "We're open 9 AM–5 PM, Mon–Fri"
- **Set response expectation:** "We'll reply within 1 hour of opening"
- **Include alternatives:** "For emergencies, call \\[number]"
- **Be warm:** "We're sleeping, but we'll get back to you!"
- **Update for holidays:** "We're closed Jan 26. We'll reply Jan 27."

### Pro Tips for Template Automation

- **A/B test:** Try different greetings and see which gets more replies
- **Track conversions:** Note which greetings lead to bookings/sales
- **Update monthly:** Keep templates fresh and relevant
- **Use customer name if possible:** Some systems let you personalize with *first\_name*
- **Avoid overloading:** Don't make templates too long; customers won't read
- **Test your setup:** Message yourself outside hours to verify messages trigger correctly

---

## Broadcast vs. Group Chats Difference

This is crucial to understand because they serve different purposes and work very differently. Using the wrong one for your goal wastes time and can confuse customers.

### Key Differences at a Glance

| Aspect | Broadcast List | Group Chat |
| --- | --- | --- |
| Visibility | Each person gets individual message; others not visible | Everyone sees all messages and participants |
| Recipient count | 1–10,000+ (scalable) | Usually 2–50 people |
| When you use | Promotions, announcements, bulk messages | Team discussions, customer support |
| Replies go to | Only you (direct messages) | Everyone in the group |
| Privacy | High (list is private) | Low (everyone knows who else is in it) |
| User experience | Feels personal, individual | Feels like a group chat (like WhatsApp groups) |
| Best for | "Many people, one message each" | "A group of people, shared conversation" |

### Broadcast List: How It Works

**What happens:**

- You create a broadcast list with 100 customers
- You send message: "50% off sale this weekend!"
- Each of the 100 customers gets the message individually
- They see it as a message from you, not from a group
- If they reply, only you see the reply
- Other customers don't know the broadcast was sent to many people

**Visual example:**

```ts
You → Customer 1: "50% off sale!"
You → Customer 2: "50% off sale!"
You → Customer 3: "50% off sale!"
...
You → Customer 100: "50% off sale!"

Customer 1 replies: "I'll take 2 items!"
(Only you see this reply)

Customer 2 replies: "When does it end?"
(Only you see this reply)
```

**Best for:**

- Sending the same message to many people
- Bulk promotions or announcements
- Updates to opted-in customers
- Newsletters or regular notifications

### Group Chat: How It Works

**What happens:**

- You create a group with 10 team members + 5 regular customers
- You send a message: "Special event this weekend!"
- Everyone in the group sees the message
- Everyone sees everyone else's responses
- It becomes a shared conversation where all 15 people interact
- Threads and replies are visible to everyone

**Visual example:**

```ts
Group: "Weekend Event"
Participants: You, 10 team members, 5 customers (15 total)

You: "Special event this weekend!"
Customer 1: "Sounds great! I'll be there!"
Team member: "I'll prep the setup"
Customer 2: "What time?"
You: "Saturday 10 AM–5 PM"
Team member: "Should we order extra supplies?"
(Everyone in the group sees all of this)
```

**Best for:**

- Team coordination
- Customer support (if handling with a team)
- Event coordination with participants
- Shared project discussions
- Community building

### When to Use Broadcast

**Not Group**

Use broadcast when:

- ✅ You want to reach many people with the same message
- ✅ You don't want customers seeing each other
- ✅ You're sending promotions, updates, or announcements
- ✅ Replies should come to you only, not to a group
- ✅ You want privacy (people don't know who else received it)

**Example:**
You send "Summer sale 50% off" to 1,000 customers. Each thinks they got a personal message. Sales increase because it feels targeted to them.

### When to Use Group chat

**Not Broadcast**

Use group chat when:

- ✅ You're coordinating with a team
- ✅ You want shared conversation (everyone sees all messages)
- ✅ Participants should see each other's responses
- ✅ It's an ongoing discussion, not a one-time message
- ✅ Group size is small (2–50 people, ideally)

**Example:**
You create a group "Customer Support" with your team. When a customer has an issue, you add them to the group. Your team collaborates on the solution. Everyone (including the customer) sees the discussion and resolution.

### Common Mistakes

**Mistake 1: Using group chat for promotions**

- ❌ You create a group with 500 customers
- ❌ Send "50% off sale"
- ❌ Customers see each other's responses
- ❌ Group becomes chaotic
- ❌ Customers get annoyed
- ✅ **Instead:** Use broadcast list

**Mistake 2: Using broadcast for support**

- ❌ Customer has an issue
- ❌ You send an individual broadcast (not a true broadcast, just a regular message)
- ❌ No follow-up conversation
- ❌ Issue not resolved
- ✅ **Instead:** Use group chat or one-on-one conversation

**Mistake 3: Creating too many groups**

- ❌ You create 20 groups (one for each customer segment)
- ❌ Hard to manage, easy to message wrong group
- ❌ Overkill for most businesses
- ✅ **Instead:** Use 1–3 broadcast lists

### Practical Scenarios

**Scenario 1: E-commerce flash sale**

- **Customer audience:** 5,000 opted-in followers
- **Use:** Broadcast list
- **Message:** "Flash sale: 70% off for 2 hours only!"
- **Why:** Each customer gets individual message (feels personal), no group chaos, scalable to many people

**Scenario 2: Support team issue resolution**

- **Participants:** You, 2 team members, 1 customer
- **Use:** Group chat
- **Why:** Team coordinates response, customer sees team working on it, shared conversation

**Scenario 3: Team meeting coordination**

- **Participants:** You, 5 team members
- **Use:** Group chat
- **Why:** Discuss meeting time, agenda, and decisions together

**Scenario 4: Newsletter/regular updates**

- **Recipients:** 2,000 customers
- **Use:** Broadcast list
- **Why:** Same update to many people, no group interaction needed, scalable

**Scenario 5: VIP customer loyalty group**

- **Participants:** You, 10 VIP customers
- **Use:** Could be either:
- **Broadcast:** If you just send updates ("New VIP-only collection out today!")
- **Group:** If you want community ("VIP members, share your feedback!")

---

## Messaging Features Workflow

Here's how to use all these features together in a real business scenario:

### Daily Workflow Example (Salon)

**9 AM: Open your shop**

- 1. Check **Unread** filter to see overnight messages (2 new messages)
- 1. Reply to each individually

**10 AM: New customer inquiry**

- 1. They message you for the first time
- 1. Greeting message auto-appears (they see: "Welcome to XYZ Salon!")
- 1. You respond with details
- 1. Label the chat as "Booking"

**11 AM: Your 10 AM customer texts back to confirm**

1. They reply inside the same chat
2. You pin this message: "Appointment confirmed: Tuesday 2 PM"
3. You label the chat as "Confirmed"

**12 PM: Post a promotion**

- 1. You post a status update: Photo of a fresh haircut with "Summer special: Haircuts 30% off this weekend!"
- 1. Contacts see it for 24 hours
- 1. Some reply

**1 PM: Send weekly update**

- 1. You create a broadcast list with 200 customers
- 1. Send: "New weekend hours! Now open Sat–Sun 10 AM–6 PM. Book your appointment 🎉"
- 1. Each customer gets it individually
- 1. Some reply with bookings

**2 PM: Handle customer complaint**

- 1. A customer complains: "I'm not happy with my color"
- 1. You star this message (mark for priority)
- 1. You create a group chat with the customer + your assistant
- 1. Together, you resolve the issue
- 1. Once solved, you move the chat to "Resolved" label

**5 PM: Search for old customer**

- 1. A repeat customer messages
- 1. You search: "Sarah" → Find her 3 previous appointments
- 1. Review her history: "She prefers short cuts, has sensitive scalp"
- 1. Personalized response based on history

**6 PM: End of day**

- 1. Filter by "Unread" to clear all unread messages
- 1. Some chats you archive (completed bookings)
- 1. Some chats you pin (upcoming appointments)
- 1. You're set for tomorrow

## Summary: Messaging Features Checklist

After reading this section, you should be able to:

✅ Use broadcast lists to send bulk messages to opted-in customers
✅ Pin and star messages to keep important info accessible
✅ Post status updates for promotions and engagement
✅ Search and filter chats to find customers or messages quickly
✅ Understand automated templates (greeting + away messages)
✅ Know the difference between broadcasts (one message to many) and groups (shared conversation)

These features transform WhatsApp from a simple chat app into a scalable, organized business communication tool.

---

## What's next?

- Once you master messaging features, explore these related topics:
- Catalog management: Selling products directly via WhatsApp
- Team collaboration: Multiple people managing one WhatsApp account
- Analytics: Understanding which messages drive results
- Compliance: Ensuring your broadcasts follow WhatsApp policies
- Integrations: Connecting WhatsApp to your CRM or e-commerce platform

**Your WhatsApp Business is now a professional, scalable communication channel.**

---

URL: https://chakrahq.com/help/learning-centre/meta-business-manager/people-roles-permissions.md.md

# People, Roles, and Permissions

Managing people, roles, and permissions in Meta Business Manager is crucial for secure collaboration, efficient workflows, and protecting your assets. This section explains the different types of users, how to add and assign access, and best practices to maintain control. By using granular permissions, you can delegate tasks without risking ownership or exposing sensitive data. Whether you're a small business adding team members or an agency partnering with clients, these features help scale operations while minimizing security risks. Note that only users with full control (admins) can manage these settings, and changes take effect immediately.

## Users, partners, and system users

In Meta Business Manager, access is granted through different user types, each designed for specific collaboration needs. These distinctions help separate internal teams, external partners, and automated systems while ensuring secure, role-based access to business portfolios and assets.

- **Users (People)**: These are individual team members or employees added to your business portfolio via their email address. They are typically internal staff, such as marketers, analysts, or content creators, who need access to manage or view assets like Pages, ad accounts, or Pixels. Users can have full control or partial access, allowing them to perform tasks without owning the assets. They must have a personal Facebook account linked for verification, but their personal and business activities remain separate.
- **Partners**: Partners refer to external organizations, such as agencies, vendors, or clients, that you collaborate with by sharing access to specific assets. Unlike individual users, partners are added using their Business Manager ID, enabling business-to-business sharing. This allows partial access to assets without transferring ownership, making it ideal for outsourced tasks like ad management. Partners can then assign their own team members to work on the shared assets.
- **System Users**: These are non-human entities, like servers, software applications, or APIs, that interact with your assets programmatically. System users are used for automated processes, such as integrating third-party tools or running scripts via the Meta Conversions API. They don't require a personal Facebook account and are granted access tokens for secure, limited operations. This is common for developers or IT teams handling backend integrations.

Understanding these types ensures you add the right entity for the job—people for hands-on work, partners for B2B collaboration, and system users for automation—reducing risks like unauthorized access.

## Adding people

Adding people to your Meta Business Manager is a straightforward process that allows you to bring in employees or team members securely. This keeps ownership with the business portfolio while granting specific access. Only admins (users with full control) can add people, and each added person must confirm via email.

Prerequisites:

- You need full control of the business portfolio.
- The person must have a Facebook account (they'll be prompted to create one if needed).
- Have their work email ready—avoid personal emails for professionalism.

Step-by-Step Guide:

1. Log in to Meta Business Suite or Business Manager at business.facebook.com.
2. Go to **Business Settings** (gear icon or left menu).
3. Under the **Users** tab, click **People** > **Add**.
4. Enter the person's email address (you can add multiple at once, separated by commas).
5. Select their role: Choose "Employee access" for limited tasks or "Admin access" for full control (more on roles in 4.3).
6. Optionally, show advanced options to assign finance roles like Finance Analyst or Editor.
7. Assign assets immediately: Select asset types (e.g., Pages, ad accounts), choose specific assets, and set permissions (e.g., manage ads, view insights).
8. Click **Invite** or **Send Invite**. The person receives an email to accept and log in.

After adding, they appear in the People list, where you can edit access later. For partners, use the **Partners** tab instead, entering their Business ID. If adding system users, go to **System Users** > **Add New System User** and generate an access token. This process typically takes minutes, but confirmation may take longer if the invitee is new to Meta.

## Assigning Roles

**admin, employee, custom roles**

Roles in Meta Business Manager define the level of access a user has to the business portfolio and its assets. Assigning the right role ensures users can perform their duties without unnecessary privileges, enhancing security. Roles are set during addition or edited later, and they can be combined with asset-specific permissions.

Key Roles:

- **Admin (Full Control)**: Highest level; can manage everything, including adding/removing people, claiming assets, editing settings, viewing all data, and deleting the portfolio. Ideal for owners or top managers. Includes options for finance access (e.g., manage payments).
- **Employee (Partial Access - Basic)**: Default for most users; allows working on assigned assets only, such as creating content or viewing reports. They can't change settings or add others. Suitable for team members like content editors.
- **Custom/Advanced Roles**:
- **Apps and Integrations (Developer)**: For setting up APIs, monitoring events, or creating tokens—great for IT or devs.
- **Finance Analyst**: View-only for financial info (invoices, spend).
- **Finance Editor**: Edit payment methods plus view finances.
- **Temporary Access**: Basic access for 3-75 days, auto-expires—useful for contractors.

To Assign or Edit Roles:

1. In Business Settings > People, select the user.
2. Click **Manage** next to Business Portfolio Access.
3. Toggle roles (e.g., full control on/off) and advanced options.
4. Save changes—the user is notified if access changes.

Roles override other permissions, so start broad and refine with asset-level access (see 4.4). For partners, roles are assigned at the organization level, limiting what their users can do.

## Granting asset-level Permissions

**pages, ad accounts, pixels, etc.**

Asset-level permissions allow fine-tuned control over specific resources like Facebook Pages, Instagram accounts, ad accounts, Pixels, or catalogs. This is separate from portfolio roles and ensures users only access what they need for their tasks.

Prerequisites:

- Assets must be added or claimed in the portfolio.
- You need full control to assign.
- Limit to necessary permissions to reduce risks.

Step-by-Step Guide:

1. In Meta Business Suite > Business Settings > People.
2. Click the person's name > **Assign Assets** (top right).
3. Select the asset type (e.g., Ad Accounts) and specific asset.
4. Choose permissions: For example:

- Pages: Create content, manage messages, view insights.
- Ad Accounts: Manage ads, analyze performance, edit billing.
- Pixels: View events, set up tracking. Full control allows all actions, including deletion; partial allows specific tasks.

5. Click **Assign Assets**.

Alternatively, from Accounts > Select asset type > Choose asset > Assigned People > Add or edit. For shared assets with partners, permissions are limited to what the partner grants. Use switches to toggle tasks on/off. This granular approach prevents over-access, e.g., letting an analyst view ad data without editing campaigns.

## Removing people and access

Removing people or revoking access is essential for security, especially during employee turnover. Meta doesn't auto-remove inactive users, so admins must handle it manually to prevent unauthorized access.

Step-by-Step Guide:

1. Go to Business Settings > Users > People.
2. Select the person > Click **Remove** (or **Manage** > **Remove** for specific assets).
3. Confirm removal—choose to revoke from all assets or specific ones.
4. For portfolio-level: In People > Select name > **Remove** from business portfolio.
5. For assets: From the asset's page > Assigned People > Select > **Remove Access**.

Tips for Safety:

- Revoke immediately upon departure to avoid data breaches.
- Check all assigned assets to ensure complete removal.
- For partners: Go to Partners > Select > Remove shared access.
- For system users: Deactivate tokens in System Users.
- No data is lost; ownership stays with the portfolio.
- Notify the user if needed, but removal is instant and irreversible without re-adding.

This process maintains audit trails in activity logs for compliance.

## Best practices for access governance

Effective access governance in Meta Business Manager minimizes risks, ensures compliance, and streamlines collaboration. Follow these guidelines to maintain a secure and efficient setup.

- **Principle of Least Privilege**: Assign only necessary roles and permissions—e.g., employee access for most, full control for few. Regularly review and audit via People or asset lists.
- **Use Temporary Access**: For short-term collaborators, set expiration to auto-revoke.
- **Separate Roles by Function**: Admins for oversight; developers for integrations; finance roles for billing—avoid all-in-one access.
- **Enable Security Features**: Require two-factor authentication in Security Center; use domain verification.
- **Document and Train**: Keep a record of who has what access; train teams on using Business Manager to avoid errors.
- **Handle Partners Carefully**: Share only required assets; monitor their activity.
- **Regular Reviews**: Quarterly check for inactive users or outdated permissions; remove ex-employees promptly.
- **Backup Admins**: Ensure at least two full-control admins to avoid lockouts.
- **Compliance Check**: Align with data privacy laws; use activity logs for audits.

By adhering to these, you reduce breach risks, simplify management, and support growth without compromising control. If issues arise, consult Meta's Help Center for troubleshooting.

---

URL: https://chakrahq.com/help/learning-centre/whatsapp-business-api/messaging-basics.md.md

# Messaging Fundamentals

## Conversation Window & Sessions

Effective messaging on the WhatsApp Business API revolves around structured conversations that respect user preferences and platform rules. This setup ensures timely, relevant interactions while minimizing spam risks. For business users, understanding these basics helps optimize customer engagement, from support queries to promotional outreach. Platforms like Chakra Chat make this seamless by automating session tracking, template approvals, and re-engagement flows, so you can focus on delivering value without worrying about compliance pitfalls.

In this section, we'll explore the core elements of WhatsApp conversations, including session windows and initiation rules, to help you build stronger customer relationships.

## What is a Conversation?

In WhatsApp's ecosystem, a conversation is defined as a series of messages exchanged between a business and a user over a 24-hour period. It's not just casual chat—it's a billed unit based on the type of interaction (e.g., service, marketing). Conversations start when the first message is delivered and are categorized by their purpose, such as customer service or promotions. This structure helps WhatsApp track usage, apply pricing, and enforce quality standards. For instance, a simple query-response thread counts as one conversation, but escalating to multiple topics within the window doesn't create new ones unless the category shifts.

Chakra Chat simplifies this by providing dashboards that visualize conversation histories, making it easy to monitor and analyze interactions without technical expertise.

### 24-Hour Customer window

**Session Messaging” Explained Simply**

The 24-hour customer service window, often called "session messaging," is a time-limited period where businesses can send any type of message freely after a user initiates contact. Think of it as an open door: Once a user messages or calls your business number, the window opens (or refreshes if already active), allowing unrestricted communication for the next 24 hours. During this time, you can use free-form text, media, or interactive elements without needing pre-approved templates.

This window promotes responsive support, like answering queries or sending updates in real-time. If no user interaction occurs within 24 hours, the window closes, restricting you to template messages only. It's a user-centric rule that keeps conversations relevant and prevents unsolicited spam.

With Chakra Chat, you get real-time notifications for open windows, ensuring you never miss an opportunity to engage effectively.

### Business vs User-Initiated Conversations

Conversations on WhatsApp Business API are classified by who starts them, impacting what you can send and how it's charged.

- **User-Initiated Conversations**: These begin when a customer messages or calls your business first, opening the 24-hour window. They're typically service-oriented, like support requests, and allow free-form responses. No templates are required here, and they're often lower-cost since they're reactive.
- **Business-Initiated Conversations**: If your business reaches out first (e.g., for marketing or updates), you must use approved templates to start. These fall into categories like marketing, utility, or authentication and can open a new conversation outside an active window. They're proactive but come with stricter rules to protect users from unwanted messages.

The key difference? User-initiated feels natural and builds trust, while business-initiated requires opt-in consent and template approval to comply with anti-spam policies.

Chakra Chat handles both types effortlessly, with built-in tools for template creation and user-initiated response automation.

### Why Templates are Required?

**When Templates Are Required vs When Free-Text Is Allowed**

Knowing when to use templates versus free-text keeps your messaging compliant and efficient.

- **Templates Required**: These pre-approved, structured messages are mandatory for business-initiated outreach or when the 24-hour window is closed. They're used for notifications, promotions, or alerts and must fit WhatsApp's categories (e.g., marketing for offers, utility for order updates). Templates ensure consistency and get reviewed by Meta for quality.
- **Free-Text Allowed**: Once the 24-hour window is open (via user initiation), you can send unrestricted messages like custom text, images, videos, or buttons. This is ideal for dynamic conversations, such as troubleshooting or personalized advice.

Switching between them? If a window expires mid-conversation, pivot to a template for re-engagement. Always prioritize user experience—overusing templates can feel robotic.

Chakra Chat's intuitive interface lets you switch modes seamlessly, with AI suggestions for templates and free-text responses.

### Session Expiry and Re-Engagement

**Session Expiry Scenarios and Re-Engagement Rules**

Sessions expire to keep interactions fresh, but understanding expiry helps you plan re-engagement without violations.

- **Expiry Scenarios**: The 24-hour window closes if there's no user response or new initiation within that timeframe. For example, if a user asks a question at 10 AM and you reply, but they don't respond by 10 AM the next day, the session ends. Inactivity from either side triggers this—it's not just about your last message.
- **Re-Engagement Rules**: To restart after expiry, send a template message (e.g., a utility update like "Your order status has changed—reply for details"). This can prompt a user reply, reopening the window. Remember, re-engagement requires prior opt-in consent, and you can't spam—WhatsApp monitors for high block rates. Avoid re-engaging too frequently to maintain trust.

Common pitfalls include assuming a window is open or using non-templates post-expiry, which can lead to message failures or penalties.

Chakra Chat automates expiry alerts and template-based re-engagement, helping you nurture leads without manual tracking.

Mastering these messaging fundamentals unlocks the full potential of WhatsApp Business API for your business. By leveraging tools like Chakra Chat, you can ensure every interaction is compliant, engaging, and customer-focused. For the latest details, refer to official Meta documentation or consult with a provider.

## Message Types

The WhatsApp Business API offers a diverse range of message types to make customer interactions more dynamic and effective, from simple text updates to rich media and interactive elements. This variety allows businesses to provide personalized support, showcase products, and drive actions without overwhelming users. For non-technical users, these features mean easier engagement—think sending a quick image or letting customers select options with a tap. Chakra Chat enhances this by offering user-friendly templates and automation for all message types, ensuring compliance and optimal delivery while integrating seamlessly with your business workflows.

Below, we'll detail the main categories, including their uses and key features.

### Text Messages

Text messages are the foundation of WhatsApp communication, ideal for straightforward updates, responses, or instructions. They support up to 4096 characters, including emojis and basic markdown formatting like *bold*, *italic*, ~~strikethrough~~, and `monospace`. You can also enable URL previews for links to show rich snippets. Text is versatile for both session messaging (within the 24-hour window) and templates (for business-initiated outreach). Keep messages concise to boost readability and engagement—long texts can lead to higher drop-off rates.

With Chakra Chat, crafting and scheduling text messages is intuitive, complete with preview options to see how they'll appear on user devices.

### Media messages

\*\* (Images, Video, Audio, Documents, Locations, Contacts)\*\*

Media messages enrich conversations by adding visual or practical elements, making them perfect for tutorials, confirmations, or sharing files. Each type requires uploading the media to WhatsApp's servers (via media ID) or linking via HTTPS URL, and most support optional captions for context.

- **Images**: Great for product photos or infographics. Supported formats: JPEG, PNG. Captions can be up to 1024 characters.
- **Videos**: Useful for demos or short clips. Formats: MP4, 3GP (with H.264 video and AAC audio codecs only). Include captions for accessibility.
- **Audio**: Ideal for voice notes or podcasts. Formats: AAC, M4A, AMR, OGG (Opus codec not supported in OGG). No captions needed, but descriptions help.
- **Documents**: For sharing PDFs, reports, or contracts. Formats: Any text, PDF, DOC/X, PPT/X, but must have a filename with extension. Captions optional.
- **Locations**: Share pinpoint addresses for directions. Requires latitude, longitude, and optional name/address—no media file involved.
- **Contacts**: Send vCard-like info for easy saving. Includes name, phones, emails, organization, etc.—up to multiple contacts per message.

Chakra Chat simplifies media handling with drag-and-drop uploads and automatic format checks, ensuring your messages go out without errors.

### Interactive messages

**Buttons, Lists, Catalogs, Product Messages**

Interactive messages turn passive chats into actionable ones, boosting response rates by up to 30% in some cases. They require a body text (except for single products) and an action section, and are excellent for surveys, menus, or e-commerce.

- **Buttons**: Add up to 3 reply buttons for quick choices (e.g., "Yes/No/More Info"). Button text limited to 20 characters; supports quick replies only (no URL or phone call buttons in API for now).
- **Lists**: Create dropdown menus with up to 10 sections, each containing up to 10 rows/items. Each row has an ID, title (24 chars), and optional description (72 chars). Ideal for option selection.
- **Catalogs**: Showcase your inventory. For multi-product messages, include up to 30 items across sections. Requires a connected Facebook catalog.
- **Product Messages**: Highlight single or multi-products with images, descriptions, and prices. For product lists, headers are required (text, image, video, or document), and sections can group items.

These are often used in templates for business-initiated messages but can be free-form in open sessions.

Chakra Chat's builder lets you design interactives visually, preview user flows, and track click-throughs for better insights.

### Media & Interactive Limits

To prevent delivery issues, WhatsApp enforces strict limits on media and interactives—exceeding them results in failed sends.

- **Media Limits**:
- Images: 5 MB max, JPEG/PNG formats.
- Videos: 16 MB max, MP4/3GP, aspect ratio 1:91:1 to 1:1.91 recommended.
- Audio: 16 MB max, AAC/M4A/AMR/OGG.
- Documents: 100 MB max, any format with extension.
- Locations/Contacts: No size limits, but contacts array up to reasonable counts (e.g., 10+ possible, but keep user-friendly).
- **Interactive Limits**:
- Buttons: 3 max per message, 20 chars per button text; body text 1024 chars, footer 60 chars.
- Lists: 10 sections max, 10 items per section; section title 24 chars (if multiple), row title 24 chars, description 72 chars.
- Catalogs/Product Messages: 30 products max for multi; catalog ID required, product retailer IDs unique.
- General: Headers/footers optional but limited (e.g., header text 60 chars); no markdown in buttons.

Always test messages, as regional or device variations can affect rendering. Chakra Chat automatically validates against these limits, alerting you to adjustments needed before sending.

By utilizing these message types strategically, you can elevate your WhatsApp Business API strategy from basic chats to interactive experiences that drive conversions. Chakra Chat empowers you with tools to mix and match them effortlessly, all while maintaining compliance. Check official Meta docs for any updates, as features evolve.

## Delivery & Quality

Monitoring delivery and maintaining high-quality interactions are essential for successful campaigns on the WhatsApp Business API. These elements ensure your messages reach customers reliably while avoiding disruptions like throttling or account restrictions. For business owners, this means better ROI on communications and fewer headaches from compliance issues. Chakra Chat streamlines this process with real-time status tracking, automated quality checks, and alerts for potential risks, helping you maintain peak performance without diving into technical details.

In this section, we'll cover delivery statuses, rate limits, quality ratings, and best practices to keep your account in good standing.

### Delivery Statuses

WhatsApp provides detailed status updates for each message, allowing you to track performance and troubleshoot issues. These statuses are typically received via webhooks or API responses, giving insights into the message journey from your system to the user's device.

- **Sent**: The message has been accepted by WhatsApp's servers and is in the process of being dispatched. This is the initial confirmation that your request was valid—no delivery to the user yet.
- **Delivered**: The message has successfully reached the recipient's device or linked devices. It hasn't been opened, but it's available for viewing.
- **Read**: The recipient has opened and viewed the message. This requires the user to have read receipts enabled, which isn't always the case.
- **Failed**: The message couldn't be sent or delivered due to reasons like invalid numbers, network issues, or policy violations. WhatsApp often provides error codes for specifics, such as "user blocked" or "rate limit exceeded."

Chakra Chat's dashboard displays these statuses in an easy-to-read format, with analytics to spot patterns like high failure rates, enabling quick adjustments to your strategy.

### Rate Limits and Throttling

Rate limits cap how many messages your business can send to prevent spam and ensure fair usage across the platform. These are tied to your phone number's tier and quality rating, starting low for new accounts and scaling up with good performance.

- **Messaging Limits**: New businesses begin with a limit of 250 unique customer conversations in a rolling 24-hour period. This can increase to 2,000, 10,000, or unlimited as you prove reliability. Limits apply to business-initiated messages only—user-initiated ones are unrestricted within the 24-hour window.
- **Throttling**: This is a temporary slowdown when you hit per-second caps, like the default 80 messages per second (mps), which can be raised to 1,000 mps. Exceeding this queues messages, causing delays. Pair rate limits (for initial connections) and request limits (e.g., 10 requests per second) also apply.

In business terms, these prevent overload during peak times, like sales events. Chakra Chat optimizes sending schedules to stay within limits, automatically pacing messages to avoid throttling and maximize reach.

### Quality rating

**Quality rating(Green/Yellow/Red) and How It Affects Sending**

Your phone number's quality rating reflects how users perceive your messages over the past 24 hours, based on factors like blocks, reports, and engagement. It's color-coded for easy monitoring:

- **Green (High Quality)**: Positive user feedback—low blocks and high engagement. Allows full access to your messaging tier limits.
- **Yellow (Medium Quality)**: Moderate issues, like some reports. May reduce your effective limit slightly as a warning.
- **Red (Low Quality)**: High negative signals, such as frequent blocks. This drops your tier (e.g., from unlimited to 1,000 messages/day) and restricts sending until improved.

A low rating directly impacts scalability—if it stays red, you risk further downgrades or bans. Check ratings in the WhatsApp Business Manager. Chakra Chat integrates quality monitoring, sending alerts for yellow ratings so you can act before it turns red.

### Maintain High Quality Rating

Keeping a high quality rating involves user-centric practices that build trust and comply with WhatsApp's policies. Bans occur from repeated violations, like spam or ignoring opt-outs, and can be temporary or permanent.

- **Secure Explicit Opt-Ins**: Always get clear consent before messaging—use methods like website forms or CTWA ads. Inform users about message types to set expectations.
- **Honor Opt-Outs Promptly**: Include easy unsubscribe options (e.g., "Reply STOP") and stop messaging immediately upon request. Track these to prevent re-engagement errors.
- **Send Relevant, Timely Content**: Focus on value-driven messages—avoid generic blasts. Personalize based on user interactions to reduce blocks.
- **Monitor Metrics**: Watch block rates, reports, and engagement. Aim for low negatives (under 0.1% blocks) to stay green.
- **Comply with Policies**: Stick to allowed businesses, no spam, and respect regional laws. Use official APIs only—third-party tools risk bans.
- **Scale Gradually**: Increase messaging volumes slowly to build a positive history, unlocking higher tiers.

If rated low, pause campaigns, review feedback, and appeal via WhatsApp support if needed. Chakra Chat's AI-driven tools analyze message performance, suggest improvements, and enforce best practices to keep your rating high and account safe.

By focusing on delivery insights and quality maintenance, you'll enhance customer satisfaction and grow your WhatsApp presence effectively. Chakra Chat makes these fundamentals accessible, turning potential pitfalls into opportunities. For the most current guidelines, visit Meta's official resources.

---

URL: https://chakrahq.com/help/learning-centre/meta-business-manager/integrations-partner-access.md.md

# Integrations and Partner Access

Meta Business Suite (formerly Meta Business Manager) supports collaborations with external partners and integrations with third-party tools to streamline operations, enhance data sharing, and automate workflows. This section covers adding and managing partner access, integrating external systems like CRMs and analytics platforms, and advanced features like system users for API interactions.

## Adding Partner Agencies and Sharing Assets

Partner agencies, such as advertising firms or external collaborators, can be added to your business portfolio to grant them access to specific assets like ad accounts, Pages, or catalogs. This enables seamless collaboration while maintaining control over permissions. Start by ensuring both parties have verified business portfolios in Meta Business Suite.

**Steps to Add a Partner and Share Assets:**

1. Log into Meta Business Suite and navigate to Settings > Business settings.
2. Under "Users," select "Partners" from the left menu.
3. Click "Add" and choose "Give a partner access to your assets" or "Ask a partner to share their assets," depending on the direction of sharing.
4. Enter the partner's Business ID (found in their Business Suite settings) and select the assets to share (e.g., ad accounts, Pixels, or Pages).
5. Assign specific permissions, such as view-only, edit, or admin access, for each asset.
6. Send the request—the partner will receive a notification to approve and confirm the collaboration.

For sharing assets like Pages or ad accounts, you can also do this directly from the asset's settings tab by selecting "Assign partners." Best practices include starting with limited permissions and regularly reviewing access to ensure security. Once approved, partners can manage assigned assets without needing full ownership transfer.

## Removing or Changing Partner Access

If a partnership ends or permissions need adjustment, you can revoke or modify access to prevent unauthorized use of your assets. Changes are logged in the Business History for auditing purposes.

**Steps to Remove or Change Access:**

1. In the Meta Business Suite, go to Settings > Business settings > Users > Partners.
2. Select the partner from the list and click on their name to view shared assets.
3. For each asset, adjust permissions (e.g., reduce from admin to view-only) or click "Remove" to revoke access entirely.
4. Confirm the changes—Meta will notify the partner, and the action will be recorded as "Business\_revoke\_partner\_access\_to\_asset" in your activity logs.

If removing access to specific assets like Pages, navigate to the Page settings in the Business Suite, select "Page roles" or "Access," and remove the partner from there.

To fully delete a partner's association, ensure all asset links are severed first. If the partner was added via managed Meta accounts, use Admin Center to deactivate or edit the account after revoking business portfolio access. Regularly audit partnerships to avoid security risks.

## Connecting External tools

**CRM, Marketing Platforms, Analytics**

Meta Business Suite integrates with external tools to sync data, automate lead management, and enhance analytics. Common integrations include CRMs (e.g., Salesforce, HubSpot), marketing platforms (e.g., Zapier, Mailchimp), and analytics tools (e.g., Google Analytics via Pixel data). These connections often use Conversions API, webhooks, or third-party connectors for bidirectional data flow.

**General Connection Steps:**

1. In Meta Business Suite, go to Settings > Integrations (or More Business Settings > Integrations for advanced options).
2. Select the type of integration (e.g., Leads or Conversions API).

**For CRMs (e.g., via Conversions API):**

1. Navigate to Events Manager > Data sources > Connect > Select "CRM" and click "Connect."
2. Choose a partner integration (e.g., Zapier for no-code) or custom setup, then authorize the connection by logging into your CRM.
3. Map lead data fields (e.g., email, phone) and test the sync to ensure leads from Meta ads flow into your CRM for nurturing.

**For Marketing Platforms and Analytics:**

Use third-party tools like AdAmigo or LeadsBridge for seamless connections—install the app in Meta App Store or via API.

For analytics (e.g., Google Analytics), embed the Meta Pixel on your site and use UTM parameters in ads to track in external dashboards; or integrate via API for custom reporting.

Test data flow and monitor in Events Manager for issues like deduplication.

Choose integrations based on your stack—built-in for simplicity, APIs for customization. Ensure compliance with data privacy laws like GDPR.

## Using System Users and Access tokens

**High-Level\\:for Advanced Users**

System users are non-human accounts designed for automated, server-side API interactions with Meta's tools, such as programmatic ad management or data syncing, without relying on personal user sessions. They come in two types: admin system users (for setup) and regular system users (for operations). Access tokens generated by system users enable secure API calls to assets like ad accounts or Pages.

**High-Level Overview and Steps:**

- **Create a System User**: In Meta Business Suite, go to Settings > System users > Add new system user. Choose admin or regular type and name it.
- **Assign Permissions**: Link the system user to assets (e.g., ad accounts) and assign tasks like "Manage campaigns" or "Analyze insights."
- **Generate Access Token**: Install required apps on the system user, then generate a token via Business Manager UI or API call (e.g., POST to /system\_user\_access\_tokens). Tokens are long-lived but can be refreshed or revoked.
- **Use in API Calls**: Include the token in API requests (e.g., to Marketing API) for actions like creating ads or handling Custom Audiences. Follow rules for data handling to avoid restrictions.

This feature is ideal for developers or agencies automating tasks. Monitor token usage and revoke if compromised via the System Users tab. For full details, consult Meta's developer documentation.

---

URL: https://chakrahq.com/help/learning-centre/whatsapp-business-api/chat-inbox-team-use.md.md

# Chat Inbox & Team Use

Scaling customer interactions on WhatsApp Business API requires robust team collaboration tools to handle inquiries efficiently without overwhelming individual agents. A shared inbox setup transforms solo operations into a coordinated team effort, ideal for growing businesses in e-commerce, support, or sales. Chakra Chat enhances this with a unified platform that integrates seamlessly with WhatsApp, offering features like assignment, routing, and analytics to streamline workflows. This not only boosts response times but also improves customer satisfaction, turning chats into opportunities for loyalty and revenue.

In this section, we'll explore shared inboxes, agent tools, routing methods, and basics of feedback and tagging to help your team maximize WhatsApp's potential.

## What is a Shared Team Inbox

A shared team inbox in the context of WhatsApp Business API is a centralized dashboard where multiple agents can access, view, and respond to all incoming customer messages from a single business number. Unlike personal WhatsApp, where chats are siloed, a shared inbox pools conversations into one collaborative space, allowing teams to manage high volumes without duplicating efforts or missing queries.

Key benefits include:

- **Real-Time Collaboration**: Agents see live updates, preventing overlapping responses.
- **Unified View**: All chats, history, and customer data in one place, accessible via web or mobile apps.
- **Scalability**: Supports unlimited agents, perfect for teams from 2 to 200+.
- **Compliance Integration**: Tracks opt-ins and privacy, aligning with WhatsApp policies.

Chakra Chat's shared inbox is user-friendly for non-tech teams, with customizable views (e.g., by priority or agent) and integrations with CRMs like Salesforce for a holistic customer overview.

## Assigning Chats

**Assigning Chats to Agents, Internal Notes, Saved Replies**

Effective team use starts with smart assignment and tools that speed up responses while maintaining context.

- **Assigning Chats**: Manually or automatically assign conversations to specific agents based on expertise or availability. For example, route technical queries to support specialists. Chakra Chat allows drag-and-drop assignment or auto-assign rules, with notifications via email/Slack to alert agents of new tasks.
- **Internal Notes**: Add private comments to chats for team handoffs or context—e.g., "Customer upset about delay; offer discount." These are invisible to customers, ensuring seamless collaboration. Chakra Chat stores notes with timestamps and user IDs for accountability.
- **Saved Replies**: Pre-written responses for common queries, like FAQs or greetings, to save time and ensure consistency. Customize with variables (e.g., "Hi `name`, your order `id` is on its way!"). Chakra Chat's library lets you create, categorize, and search saved replies, with usage analytics to refine them over time.

These features reduce average handling time by 30-50%, allowing agents to focus on complex issues while Chakra Chat handles the routine.

## Routing Options (Round-Robin, Manual, by Tag)

**Routing Options (Round-Robin, Manual, by Tag)**

Routing determines how incoming chats are distributed, preventing bottlenecks and ensuring fair workloads.

- **Round-Robin**: Automatically cycles assignments among available agents—e.g., Chat 1 to Agent A, Chat 2 to Agent B, then repeats. Ideal for equal distribution in balanced teams.
- **Manual**: Agents or supervisors pick and assign chats from the inbox queue. Great for specialized handling, like escalating VIP queries.
- **By Tag**: Route based on predefined tags (e.g., "Sales" to sales team, "Support" to help desk). Tags can be auto-applied via keywords in messages or customer segments.

Chakra Chat supports all these with hybrid options—e.g., round-robin within tagged groups—and rules based on time, location, or load. Set up is drag-and-drop, with reports on routing efficiency to optimize.

## CSAT and Conversation Tagging

Gauging customer satisfaction and organizing chats post-interaction helps refine your strategy and track performance.

- **CSAT (Customer Satisfaction Score)**: A simple post-chat survey (e.g., "How would you rate this interaction? 1-5 stars") sent via template or button. Aggregates scores for agent/team insights. Chakra Chat automates CSAT collection, displaying averages and trends in dashboards—e.g., flag low scores for follow-up.
- **Conversation Tagging Basics**: Apply labels to chats for categorization, like "Resolved," "Escalated," or "Refund Issued." Use for reporting (e.g., top issues) or automation (e.g., tag "Urgent" triggers alerts). Chakra Chat allows custom tags, bulk application, and filtering, integrating with segments for targeted re-engagement.

Together, these provide actionable data—e.g., link low CSAT to untagged "Complaint" chats for training. Chakra Chat's analytics tie it all together, offering exportable reports to measure ROI.

With Chakra Chat's team inbox features, collaborating on WhatsApp becomes effortless, empowering your business to deliver exceptional service at scale. Whether starting small or managing enterprise-level volumes, these tools ensure every chat counts. For setup guidance, dive into our dashboard or reach out to support.

---

URL: https://chakrahq.com/help/learning-centre/whatsapp-business/catalog-shopping.md.md

# WhatsApp Business Catalog & Shopping Guide

The WhatsApp Business Catalog is a built-in shop inside WhatsApp itself. Customers can browse your products or services, add items to a cart, and place orders—all without leaving the chat. No website needed, no redirects, no complicated checkout. Everything happens in WhatsApp, making it frictionless for mobile-first customers.

This guide covers creating your catalog, organizing products, managing inventory, sharing with customers, and handling orders through WhatsApp.

## What is the Catalog Feature?

The WhatsApp Business Catalog is a digital storefront built directly into your WhatsApp Business account. It's a simple way to showcase your products or services without needing an expensive e-commerce website.

### What the catalog does

- Shows products visually: Photos, descriptions, and prices in one place
- Eliminates back-and-forth: Customers see prices and details instantly (no need to ask "How much?")
- Streamlines orders: Customers add items to cart and place orders within WhatsApp
- Reduces friction: No redirects to external websites or payment gateways
- Works for any business: Retail stores, restaurants, salons (services), e-learning, digital products
- Mobile-first: Perfect for customers who live on their phones

### Who should use the catalog

✅ E-commerce & retail: Boutiques, bookstores, jewelry, electronics\\ ✅ F\\&B: Restaurants, cafes, bakeries (show menu items)\\ ✅ Services with fixed prices: Salons (haircuts, treatments), fitness (membership tiers)\\ ✅ Digital products: Courses, templates, e-books\\ ✅ Handmade goods: Crafts, custom items, Etsy-style sellers\\ ✅ Real estate: Property listings (price, size, location)\\ ✅ Local delivery: Groceries, food delivery, pharmacy items

❌ NOT ideal for: Highly customized services (custom consulting, bespoke tailoring) where price varies per customer

### How the catalog looks to customers

When a customer visits your catalog, they see:

- Your business name and logo
- Product grid: Photos, names, prices at a glance
- Collections: Organized categories ("Summer Collection", "Best Sellers", etc.)
- Search: Find products by name or keyword
- Product details: Tap a product to see full description, price, and options
- Add to cart: Tap products to add to their cart
- Checkout: Review cart, place order with their details

#### Example customer experience:

```ts
Customer opens your chat
Sees a catalog button or link
Browses your store (looks like Instagram grid)
Finds a dress they like
Reads description: "Blue summer dress, cotton, sizes XS–XL"
Sees price: ₹1,499
Adds to cart
Browses more items, adds 2 more
Clicks "Proceed" or "Checkout"
Submits order with delivery address
You receive the order in your WhatsApp inbox
```

### What you can sell via catalog

#### Physical products:

- Clothing, accessories, jewelry
- Books, stationery
- Beauty products, cosmetics
- Home décor, furniture
- Electronics, gadgets

#### Services with set pricing:

- Haircuts, facials (fixed-price services)
- Fitness class passes
- Yoga session packs
- Consulting hours

#### Digital products:

- E-books, templates
- Online courses, coaching packages
- Design files, graphics
- Software licenses

#### Food & beverage:

- Restaurant menu items
- Bakery items
- Grocery items
- Meal plans

### What you CAN'T easily sell via catalog

#### Variable-price services:

- Custom tailoring (price depends on fabric, complexity)
- Consulting (price depends on duration, expertise)
- Design services (custom quotes needed)

These work better with one-on-one chats where you discuss details and provide a custom quote.

## Create and Add Items to Your Catalog

Setting up your catalog involves creating products and entering details like price, description, and photos. Let's walk through the entire process.

### Prerequisites before you start

Before creating a catalog, have this information ready:

For each product:

- Product name: "Blue summer dress", "Espresso", "Haircut (short)"
- Price: ₹500, ₹1,499, etc.
- Description: "Lightweight cotton, available in XS–XL", "Freshly brewed, hot"
- Photos: High-quality images (square or landscape, at least 500×500 pixels)
- Category/collection: "Dresses", "Beverages", "Hair services"
- SKU or product ID (optional): Internal identifier if you use one

Gather photos:

- Product photos (front, side, detail shots)
- Clear, well-lit images
- Avoid blurry or unprofessional photos
- Square images work best (1:1 ratio)

### Steps to create your catalog

1. \*\*Open WhatsApp Business Settings\*\*\\
   Go to Settings (gear icon, bottom right)\\
   Look for "Catalog", "Products", or "Shop"\\
   Tap "Create catalog" or "Set up catalog"
2. \*\*Name your catalog\*\*\\
   Enter a name for your catalog (internal, customers don't see this usually)\\
   Examples: "Summer 2025", "Main Store", "Menu"\\
   Tap "Next" or "Create"
3. \*\*Add your first product\*\*\\
   Tap "Add item" or "+" icon\\
   You'll see a form to fill in product details
4. **Fill in product information**

- **Product name:** Enter the exact name: "Blue cotton dress"\\
     Be descriptive but concise\\
     Avoid ALL CAPS or special characters
- **Price:** Enter the selling price: 1499\\
     Make sure it's accurate (don't underprice by mistake)\\
     Currency is usually auto-detected to your country
- **Description:** Write a brief, compelling description (100–200 characters ideal)\\
     Include key details: material, size, color, features\\
     Example: "Lightweight cotton dress, perfect for summer. Available in XS–XL. Machine washable."\\
     Avoid overly long descriptions (customers won't read)
- **Product category:** Choose or create a category\\
     Examples: "Clothing", "Summer collection", "Dresses"\\
     This helps organize your catalog
- **SKU (optional):** Internal product code (if you use one)\\
     Example: "BLUE-DRESS-001"\\
     Helps you track inventory\\
     Customers don't see this
- **Product image:** Tap "Add image" or "Upload photo"\\
     Choose from your phone's gallery\\
     Select a clear, professional photo\\
     Crop if needed (aim for square)\\
     Tap "Use photo" or "Done"
- **Multiple images (if supported):** Some versions let you add 3–5 images per product\\
     Add front, side, and detail shots\\
     Customers can swipe through images

5. \*\*Save the product\*\*\\
   Review all details\\
   Tap "Save" or "Add product"\\
   The product is now in your catalog
6. \*\*Add more products\*\*\\
   Repeat steps 3–5 for each product\\
   Add all your inventory at once (or gradually)\\
   You can edit later if prices or details change

### Example products for different businesses

#### Fashion boutique:

| Field | Example |
| --- | --- |
| Name | Blue Summer Dress |
| Price | 1499 |
| Category | Summer collection |
| Description | Lightweight cotton dress, perfect for summer. Sizes XS–XL. Available in blue, pink, white. Machine washable. |
| Image | Clear product photo, full-length view |

#### Restaurant:

| Field | Example |
| --- | --- |
| Name | Butter Chicken with Naan |
| Price | 399 |
| Category | Main courses |
| Description | Tender chicken in creamy tomato butter sauce. Served with 2 garlic naan and rice. Serves 1–2 people. |
| Image | Appetizing food photo |

#### Salon:

| Field | Example |
| --- | --- |
| Name | Haircut (Long Hair) |
| Price | 600 |
| Category | Hair services |
| Description | Professional haircut including wash, cut, and styling. Duration: 45 mins. Book in advance. |
| Image | Before/after photo or styled hair |

#### E-learning:

| Field | Example |
| --- | --- |
| Name | Yoga Beginner Course (4 weeks) |
| Price | 1999 |
| Category | Online courses |
| Description | 4-week beginner yoga course. 3 sessions per week (30 mins each). Includes video access + PDF guide. |
| Image | Course preview image or instructor photo |

### Pro tips for adding products

- Use clear, professional photos: Bad photos hurt sales. Invest in good lighting.
- Be specific with descriptions: "Red dress" vs. "Crimson cotton dress with lace trim, size S–M"
- Price accurately: Don't leave room for confusion. ₹1,499 not ₹1,500 (be exact)
- Avoid keyword stuffing: Don't write "dress dress dress cheap dress" (looks spammy)
- Include key details: Size, color, material, warranty, return policy (if applicable)
- High-quality images: Square photos (1:1) are ideal; landscape works too
- Update regularly: When items sell out, delete or mark as unavailable
- Test before launch: Add a few products and test the catalog with a friend before promoting widely

## How to Organize Items into Collections

Collections are categories within your catalog. Instead of showing 200 products in one long list, you organize them into groups: "Summer collection", "Best sellers", "On sale", etc. This makes browsing easier and increases the chance customers find what they want.

### Why collections matter

- Better browsing: Customers don't scroll through 200 items; they find their section
- Highlight bestsellers: Create a "Popular items" collection so new customers see your best stuff first
- Seasonal organization: "Winter coats", "Summer dresses" make sense seasonally
- Increase discovery: Organizing by use case ("Gifts under ₹500") can drive sales
- Professional appearance: Organized catalog looks more legitimate and trustworthy

### Types of collections

- **By product type:** "Dresses", "Shirts", "Accessories" (for fashion) / "Appetizers", "Main courses", "Desserts" (for food) / "Hair services", "Skin treatments", "Wellness" (for salon)
- **By season or trend:** "Summer collection", "Winter essentials", "New arrivals" / "Flash sale", "Clearance", "Best sellers"
- **By price range:** "Under ₹500", "₹500–1000", "Premium (₹1000+)"
- **By use case:** "Gift ideas", "Fitness gear", "Work-from-home essentials"
- **By customer segment:** "For women", "For men", "Kids' stuff"

### Steps to create collections

1. \*\*Open catalog settings\*\*\\
   Go to Settings → Catalog or Products\\
   Look for "Collections" or "Categories"\\
   Tap "Create collection" or "New category" or the "+" icon
2. \*\*Name your collection\*\*\\
   Enter the collection name: "Summer dresses", "Best sellers", "On sale"\\
   Be descriptive so customers understand what's inside\\
   Tap "Next" or "Create"
3. \*\*Add a collection image (optional)\*\*\\
   You can add a cover image for the collection\\
   Tap "Add image" or "Upload photo"\\
   Choose an image that represents the collection\\
   Example: For "Summer dresses", use a photo of a colorful dress\\
   Tap "Done"
4. \*\*Add products to the collection\*\*\\
   You'll see a list of your products\\
   Check the boxes next to products you want in this collection\\
   Example: For "Summer dresses" collection, check: Blue summer dress, Pink sundress, Yellow casual dress\\
   You can add 1–100+ products per collection\\
   Tap "Done" or "Save"
5. \*\*Create additional collections\*\*\\
   Repeat steps 1–4 for each collection\\
   A product can belong to multiple collections\\
   Example: "Blue summer dress" can be in both "Summer collection" AND "Best sellers"\\
   This flexibility helps customers find items multiple ways
6. \*\*Set collection order (optional)\*\*\\
   Some versions let you reorder collections\\
   Put popular collections at the top\\
   Customers see them first

### Collection organization examples

#### Fashion boutique:

| Collection | Contents |
| --- | --- |
| Summer collection | All summer dresses, shirts, shorts |
| Winter essentials | Winter coats, sweaters, scarves |
| Best sellers | Your 10 most popular items |
| New arrivals | Latest items added this month |
| Sale/Clearance | Discounted items |
| Under ₹500 | Budget-friendly options |

#### Restaurant:

| Collection | Contents |
| --- | --- |
| Appetizers | Starters, soups, salads |
| Main courses | Curries, grilled items, specials |
| Desserts | Sweets, ice cream, cakes |
| Beverages | Coffee, tea, juices, alcohol |
| Combo meals | Bundle deals (main + side + drink) |
| Vegetarian | All veg options (can overlap with other categories) |

#### Salon:

| Collection | Contents |
| --- | --- |
| Hair services | Cuts, coloring, treatments |
| Skin treatments | Facials, peels, massages |
| Wellness packages | Bundles (hair + skin + wellness) |
| Gift vouchers | Digital gift cards for customers |
| Seasonal offers | Flash sales or seasonal specials |

#### E-learning:

| Collection | Contents |
| --- | --- |
| Beginner courses | Intro-level courses |
| Intermediate courses | Mid-level courses |
| Advanced courses | Expert-level courses |
| Bundles | Multi-course packages |
| Certifications | Certification programs |

### Pro tips for collections

- Limit to 5–10 collections: Too many confuses customers. Keep it simple.
- Popular first: Put "Best sellers" or "New arrivals" at the top.
- Let products overlap: Same dress can be in "Summer", "Bestsellers", AND "Under ₹1000".
- Update seasonally: As seasons change, refresh which products are in which collection.
- Use clear names: "Summer dresses" not "SD2025" or "Hot items".
- Add descriptions (if possible): Some versions let you describe what's in a collection.
- Test with customers: Ask friends to browse and see if organization makes sense.

## How to Edit or Delete Catalog Items

Your business evolves. Prices change, items sell out, new products arrive, or you discontinue items. Here's how to keep your catalog up-to-date.

### When you need to edit

- Price changed: Summer sale drops price from ₹1,499 to ₹999
- Stock status: Item is out of stock (temporarily or permanently)
- Description update: Better description or new variant
- Photo change: Better product photo or new color added
- Details correction: Fix a typo or wrong information

### Steps to edit a product

1. \*\*Open your catalog\*\*\\
   Go to Settings → Catalog or Products\\
   You'll see a list of all your products
2. \*\*Find the product to edit\*\*\\
   Scroll through the list or search by name\\
   Tap the product you want to edit
3. \*\*Edit the details\*\*\\
   Tap "Edit" button\\
   You can now change:

- Product name
- Price
- Description
- Category
- Images
- SKU or other details

4. \*\*Make your changes\*\*\\
   Update the information as needed\\
   Example: Change price from 1499 to 999\\
   Example: Update description: "Now available in red!"\\
   Example: Replace old photo with new photo
5. \*\*Save changes\*\*\\
   Tap "Save" or "Update"\\
   Changes apply immediately\\
   Customers see the updated product next time they browse

### Steps to delete a product

1. \*\*Open your catalog\*\*\\
   Go to Settings → Catalog or Products\\
   You'll see a list of all your products
2. \*\*Find the product to delete\*\*\\
   Scroll through the list\\
   Long-press the product OR look for a delete/trash icon\\
   Tap "Delete" or "Remove"
3. \*\*Confirm deletion\*\*\\
   You'll see a confirmation: "Are you sure you want to delete this item?"\\
   Tap "Delete" or "Confirm"\\
   The product is removed from your catalog
4. \*\*It's gone\*\*\\
   The product no longer appears in the catalog\\
   Customers can't browse or order it\\
   If it was in collections, it's removed from there too

### Managing stock/availability

If an item is out of stock (but might come back):

- Option 1 (best): Edit the product and update description: "Currently out of stock. Expected restock: Jan 15"
- Option 2: Keep it in the catalog but remove from collections so it's hidden
- Option 3: Temporarily archive the product

If an item is permanently discontinued:

- Option 1 (best): Delete the product entirely
- Option 2: Edit the description: "Discontinued (similar item: \\[new product name])"

Note: If a customer already has this item in their cart, they might still try to order. In that case, message them explaining the issue.

### Bulk editing (if supported)

Some versions let you edit multiple products at once:

- Select multiple products (checkbox or long-press)
- Choose bulk action: "Change price", "Change collection", etc.
- Enter new value
- Apply to all selected products

This saves time if you're running a sale (reduce all prices by 20%) or need to move many items to a new collection.

#### Example: Seasonal price update

**Scenario:** Summer sale—reduce all "Summer collection" items by 30%

**Manual approach:**

- Open each summer product
- Change price: ₹1,500 → ₹1,050
- Update description: "SUMMER SALE 30% OFF"
- Save each

**Bulk approach (if available):**

- Select all products in "Summer collection"
- Choose "Edit price" or "Apply discount"
- Enter "30% off"
- Apply to all at once
- Done!

### Pro tips for editing and deleting

- Don't delete hastily: Before deleting, archive the product for 30 days (if possible) in case you need to restore it.
- Update descriptions, not prices: If price changes, update the description too ("Winter sale: Was ₹1,500, now ₹999").
- Keep photos current: Replace outdated product photos with new ones to stay fresh.
- Batch updates: If many items are affected (sale, restock), do bulk edits to save time.
- Notify customers: If a popular item is discontinued, message your top customers about similar alternatives.
- Test after editing: After bulk edits, browse your catalog to verify changes are correct.
- Maintain backup: Keep a spreadsheet of all products (name, price, description) as backup in case of accidental deletion.

### Accidental deletion recovery

If you accidentally deleted a product:

- Check recently deleted (if available): Some apps have a "Trash" or "Recently deleted" section
- Use your backup: If you kept a spreadsheet, re-add the product from that
- Message customers: If they inquire about a deleted item, you have the info to re-add it
- Learn: Use this as motivation to keep a backup of your catalog

## How to Share Product or Catalog Links

You don't have to wait for customers to discover your catalog by browsing. You can send direct links to specific products or your entire catalog, making it easy for customers to shop.

### Why sharing links is powerful

- Direct customers to products: Instead of them browsing 200 items, send a link to the exact dress they asked about
- Share on social media: Post catalog or product links on Instagram, Facebook, WhatsApp status
- Email campaigns: Include product links in promotional emails
- Personalized recommendations: "I think you'd like this product: \\[link]"
- Create urgency: Share a limited-time offer with a direct link
- Drive traffic: Turn WhatsApp followers into catalog browsers

### How to get a catalog link

1. \*\*Open your catalog\*\*\\
   Go to Settings → Catalog or Products\\
   Look for your main catalog
2. \*\*Find the share option\*\*\\
   Tap "Share", "Copy link", or three dots "..." menu\\
   Options might include:

- Copy link
- Share via WhatsApp
- Share via other apps (Facebook, email, SMS)
- QR code

3. \*\*Copy or share the link\*\*\\
   If "Copy link": Tap it, and the URL is copied to your clipboard\\
   Example: whatsapp.com/biz/\\[your-catalog-id]\\
   Paste it wherever you want: WhatsApp status, email, social media, website\\
   If "Share via WhatsApp": Choose contacts to send the link to directly
4. \*\*Customers click the link\*\*\\
   Customers click the link\\
   They're taken directly to your WhatsApp Business catalog\\
   They can browse, add items to cart, and check out

### How to get a product link

1. \*\*Open your catalog\*\*\\
   Go to Settings → Catalog\\
   Find the specific product
2. \*\*Find the product share option\*\*\\
   Tap the product\\
   Look for "Share", "..." menu, or a share icon\\
   Tap "Share product" or "Copy link"
3. \*\*Copy or share\*\*\\
   Copy the link (for pasting elsewhere) or share directly\\
   The link points to that specific product\\
   Example: whatsapp.com/biz/products/\\[product-id]
4. \*\*Customer clicks\*\*\\
   They're taken directly to that product\\
   They see the full description, price, images\\
   Can add to cart instantly\\
   Can browse other products from there

### Where to share product/catalog links

- **On WhatsApp:**
- Status: Post link in your WhatsApp status (disappears in 24 hours, but creates urgency)
- Broadcast: Send link to your broadcast list with message: "Check out our new collection!"
- Direct message: Send to specific customers: "Hi, I found this dress in your size!"
- **On social media:**
- Instagram bio link: Put your catalog link in your Instagram bio (or Linktree with link to catalog)
- Instagram stories: Post a story with "Swipe up" link to your catalog
- Facebook: Share the link in posts, comments, or messenger
- TikTok: Add link in bio or video description
- Pinterest: Pin images with links to specific products
- **In other channels:**
- Email: Include product or catalog link in promotional emails
- SMS/text: Send link to customers ("Check out our sale: \\[link]")
- Website: Add catalog link on your site (great if you have a small website)
- Google Business: Link to catalog in your Google Business profile
- LinkedIn: Share catalog/products if B2B

#### Example: Using product links

**Scenario 1: Customer asks about an item**

```ts
Customer: "Do you have blue dresses in size M?"
You: "Yes! Here's the exact one: [product link]"
(They click, see the dress, price, colors/sizes available)
Customer: "Perfect! Added to cart. Placing order."
```

**Scenario 2: Social media promotion**

```ts
You post on Instagram story: "Summer sale! 50% off dresses. Shop now: [catalog link]"
Followers click → See your full catalog → Browse → Place order via WhatsApp
```

**Scenario 3: Email campaign**

```ts
Email subject: "New arrival: Summer collection 🌞"
Email body: "Check out our latest dresses, shirts, and accessories. Shop the collection here: [catalog link]"
Recipient clicks → Sees catalog in WhatsApp → Orders
```

### Creating QR code for catalog

Some versions let you generate a QR code for your catalog:

- Go to Settings → Catalog
- Look for "QR code" or "Share as QR"
- A QR code appears
- Customers scan with their phone camera
- Automatically taken to your WhatsApp catalog

Where to use QR code:

- Print on business cards
- Display in your physical store
- Print on receipts ("Scan to browse our catalog online")
- Include in email signatures
- Post on social media

### Pro tips for sharing links

- Add context: Don't just send a link. Say: "Found this in your favorite color: \\[link]"
- Use UTM parameters (advanced): If tracking, add ?utm\_source=instagram\\&utm\_campaign=sale to track clicks
- Create short links (optional): If sharing via SMS (character limit), use a shortening service
- Share trending products: When a product is trending, send the link to interested customers
- Use product links in customer service: If someone asks about an item, send the specific product link instead of describing it
- Test links: Click your shared links from a different phone to make sure they work

## Set Up & Use Shopping Cart

The shopping cart is what makes WhatsApp a functional store. Customers add products to their cart, review their order, and submit it with their details. You then receive the order in your WhatsApp inbox and can process it.

### How the shopping cart works

**Customer perspective:**

- Customer browses your catalog
- Finds items they like
- Taps "Add to cart" on each product
- Cart icon shows a number (2 items, 3 items, etc.)
- They tap the cart icon
- Sees all items, quantities, total price
- Can remove items or change quantities
- Taps "Proceed" or "Checkout"
- Enters delivery address, name, contact info
- Submits the order

**Your perspective:**

- You receive the order in your WhatsApp inbox
- See customer details: name, address, phone, items ordered, total
- You process the order (confirm payment, prepare, ship)
- Update customer via WhatsApp: "Order confirmed!", "Shipped!", "Delivered!"

### Shopping cart payment collection

**### Is shopping cart payment collection included?**

Important: WhatsApp Catalog cart does NOT include built-in payment collection (in most versions). Here's what you need to know:

\*\*What's included:\*\*\\
✅ Customers add items to cart\\
✅ Customers review order summary\\
✅ Customers submit order with delivery details\\
✅ You receive order in WhatsApp inbox

\*\*What's NOT included (usually):\*\*\\
❌ Online payment through WhatsApp (in most countries)\\
❌ Credit/debit card collection\\
❌ Automatic invoice generation (though some platforms offer this)

What you do instead:

- Payment on Delivery (COD): Customer pays cash when item is delivered
- Bank transfer: Customer transfers money to your account; you then ship
- UPI/digital payment: Share a UPI link (Google Pay, PhonePe) for customer to pay before delivery
- External payment link: Use a third-party service (Stripe, Razorpay, PayU) and share payment link with customer

#### Example workflow:

- Customer submits order via WhatsApp cart
- You message them: "Great! Your order total is ₹1,500. Please transfer to \\[UPI link] and confirm."
- They pay
- You confirm and ship
- Delivery happens; they receive item

### Steps to enable shopping cart

1. \*\*Ensure you have a catalog\*\*\\
   You must have created products in your catalog first\\
   Go to Settings → Catalog → Verify products are there
2. \*\*Enable shopping cart (if not automatic)\*\*\\
   Go to Settings → Catalog or Shopping cart\\
   Look for a toggle: "Enable shopping cart" or "Allow customers to shop"\\
   Toggle "ON" (blue)\\
   Tap "Save" or "Done"
3. \*\*Verify cart is live\*\*\\
   Ask a friend to open your business profile\\
   They should see a "Catalog" or "Shop" button\\
   They can browse products and add to cart\\
   Test adding items yourself to verify it works

### How customers use the cart

1. \*\*Browse catalog\*\*\\
   Customer opens your chat\\
   Sees a "Catalog" or "Shop" button\\
   Taps it to open your product gallery
2. \*\*Browse products\*\*\\
   Customers see product grid (like Instagram)\\
   Scroll through collections or search\\
   Tap a product to see details
3. \*\*Add to cart\*\*\\
   Customer sees product details (photo, description, price)\\
   Taps "Add to cart"\\
   Product is added (some versions ask for quantity; others default to 1)
4. \*\*Continue shopping (optional)\*\*\\
   Customer can add more items\\
   Continue browsing or go to cart
5. \*\*View cart\*\*\\
   Tap the cart icon (usually top right, might show number like "3")\\
   See all items, quantities, unit prices, and total\\
   Can adjust quantities or remove items\\
   Can see shipping details (if you've set them up)
6. \*\*Proceed to checkout\*\*\\
   Tap "Proceed", "Checkout", or "Buy now"\\
   Enters delivery details:

- Name
- Phone number
- Delivery address
- Sometimes special instructions\\
     Tap "Submit order" or "Place order"

7. \*\*Order confirmation\*\*\\
   Customer sees: "Order submitted successfully"\\
   You receive the order in your WhatsApp inbox

### How you receive and process orders

1. \*\*Order arrives in your inbox\*\*\\
   You get a message from the customer in your chat\\
   It shows:

- Items ordered (product names, quantities, prices)
- Order total
- Customer address
- Delivery instructions (if any)\\
     The order appears as a special order message (not a regular chat)

2. \*\*Review the order\*\*\\
   Verify:

- Items are correct
- Customer address is clear
- Total is accurate
- Check inventory: Is everything in stock?

3. \*\*Respond to customer\*\*\\
   Message them: "Thanks! Your order is confirmed. We'll deliver by \\[date]."\\
   Provide payment details (if not pre-paid):

- Bank account info
- UPI link
- Cash on delivery confirmation\\
     Set expectations: "We'll ship within 24 hours of payment confirmation."

4. \*\*Get payment (if applicable)\*\*\\
   If COD: Skip this\\
   If prepaid: Wait for payment confirmation\\
   Verify payment in your bank or payment app\\
   Confirm to customer: "Payment received! Preparing your order."
5. \*\*Process the order\*\*\\
   Pick items from inventory\\
   Pack securely\\
   Prepare shipping label\\
   Hand over to delivery partner (if using one)
6. \*\*Update customer\*\*\\
   Send status updates:

- "Order packed and ready! Shipping tomorrow."
- "Order shipped! Tracking: \\[link]"
- "Order delivered! We hope you love it. \\[feedback link]"\\
     Send from WhatsApp (use templates if possible)\\
     Keep them informed every step

7. \*\*Follow up\*\*\\
   After delivery, ask for feedback: "How's your order? We'd love a review!"\\
   Address any issues immediately\\
   Encourage repeat orders: "Come back soon!"

#### Example: Order workflow

```ts
Customer: Adds blue dress (₹1,499) + belt (₹299) to cart → Total ₹1,798

Customer: Submits order with address: "123 Main St, City"

You receive order in WhatsApp:
  "New order from Sarah!
   - Blue summer dress (₹1,499) x1
   - Belt (₹299) x1
   Total: ₹1,798
   Delivery: 123 Main St, City"

You: "Hi Sarah! Thanks for ordering. 🎉 Total ₹1,798. 
Please transfer to [UPI link] and confirm. We'll ship within 24 hours of payment."

Sarah: Transfers ₹1,798 via UPI

You: Check payment confirmed in the bank app.
Message Sarah: "Payment confirmed! Packing your order now. 📦"

Next day:
You: "Order shipped! Tracking: [link]. Delivery expected tomorrow."

Sarah: Receives order, very happy!

You (after 2 days): "Hi Sarah! Did you receive your order? We'd love your feedback! 
Also, come back soon—we have new summer dresses 👗"
```

### Pricing and order management

- **Setting prices correctly:** Prices in catalog are what customers pay (inclusive or exclusive of tax—you decide)
- Add tax/shipping when needed: You can message customer: "Shipping: ₹50. New total: ₹1,848"\\
  Or include shipping in catalog prices upfront
- **Handling multiple orders:** Keep orders organized in a spreadsheet or sales app\\
  Label chats with "Order #1", "Order #2" for easy tracking\\
  Use WhatsApp labels or pin important order chats
- **Issues to watch for:**
- Customer cancels after ordering: Handle politely, refund if possible
- Item is out of stock: Message immediately, offer alternative or full refund
- Wrong address: Confirm with customer before shipping
- Payment not received: Follow up in 24 hours

### Tips for using shopping cart

- Make catalog discoverable: Mention catalog in your greeting message: "Browse our products here: \\[link]"
- Add high-quality photos: Better photos = higher conversion (more sales)
- Price competitively: Check competitors' prices
- Offer bundles: Create combo products: "Dress + belt combo: ₹1,699 (save ₹99)"
- Highlight bestsellers: Put popular items in "Featured" or "Best sellers" collection
- Update inventory regularly: Remove out-of-stock items to avoid disappointment
- Fast response time: Reply to orders within 30 minutes; customers want quick confirmation
- Track orders: Keep a simple spreadsheet: Order#, Date, Items, Customer, Status, Payment status
- Ask for reviews: After delivery, ask customers to share feedback—helps future customers
- Seasonal updates: Refresh catalog with seasonal items; remove old inventory

## Catalog & Shopping Workflow Example

**Scenario:** You run a boutique with 50 dresses, 30 accessories, and 20 shoes.

**Setup phase (once):**

- Create products (add all 100 items with photos, descriptions, prices)
- Organize into collections:
- "Summer dresses" (20 dresses)
- "Winter essentials" (15 dresses)
- "Accessories" (30 items)
- "Shoes" (20 items)
- "Best sellers" (top 10 items across categories)
- "Under ₹500" (budget items)
- Enable shopping cart
- Share catalog link on Instagram bio
- Add catalog link to WhatsApp greeting message

**Daily operations:**

- Morning: Check for overnight orders (1–2 usually)
- Process: Confirm orders, ask for payment or collect COD confirmation
- Pack: Pick items, pack securely
- Ship: Hand over to delivery (or arrange local pickup)
- Update: Message customers: "Shipped! Tracking: \\[link]"
- Afternoon: Social media posts with product links and catalog link
- Evening: Update any new arrivals in catalog, remove sold-out items
- Follow-up: Message customers who delivered: "Did you love your order? Share a photo! 📸"

**Monthly:**

- Update prices (seasonal sales)
- Refresh collections based on inventory and trends
- Remove discontinued items
- Add new products as they arrive
- Review sales data: Which items sell most? Which collections drive orders?
- Create seasonal collections

## Process Orders and Payments

Processing orders and accepting payments directly through WhatsApp streamlines your entire sales process. Instead of customers placing an order and then struggling to figure out how to pay, everything happens in one chat. This section covers how to accept payments in WhatsApp, which methods are available, and how to handle the complete payment-to-delivery workflow.

### Understanding Payment Options

Before we dive into the technical setup, it's important to understand what payment options are actually available in WhatsApp Business, because it varies by region and business type.

#### What's available now

In most regions (including India):\\
WhatsApp Business does NOT have built-in payment processing through the app itself. This means:\\
❌ Customers cannot pay directly inside WhatsApp with credit/debit cards\\
❌ WhatsApp doesn't handle payment collection or processing\\
❌ You cannot integrate a payment gateway directly into the catalog

What IS available:\\
✅ You receive orders through the shopping cart\\
✅ Customer details are captured (name, address, phone)\\
✅ You can share payment links via messages\\
✅ You can accept payments through third-party payment methods (UPI, bank transfer, digital wallets)

In select regions (USA, Brazil, etc.):\\
Meta has been testing WhatsApp Payments in limited markets. This allows:

- Customers to pay directly in WhatsApp using linked payment methods
- Automatic order confirmation after payment
- Reduced friction in the checkout process

For most users reading this: You'll be using the workaround method described below, which is actually quite effective.

#### Payment methods you CAN use with WhatsApp

Even though WhatsApp doesn't process payments directly, you have excellent alternatives:

- UPI (India-specific): Google Pay, PhonePe, Paytm, BHIM
- Bank transfer: Direct account-to-account transfer
- Payment links: Razorpay, PayU, Stripe, Square (customer clicks link, pays on secure page)
- Digital wallets: Paytm, PhonePe, Google Pay, Amazon Pay
- Cash on Delivery (COD): Customer pays when delivery arrives
- Cryptocurrency: Some businesses accept Bitcoin or stablecoins (niche)
- Check or money order: B2B businesses, less common for consumers

### Order Processing Workflow: The Complete Picture

Let's walk through the entire order-to-payment journey, from customer browsing to delivery and follow-up.

1. \*\*Customer browses and adds to cart\*\*\\
   What happens:

- Customer opens your chat
- Sees "Catalog" or "Shop" button in your profile
- Browses products (added in previous sections)
- Adds items to cart
- Reviews cart (can adjust quantities, remove items)\\
     Your role: None yet—just make sure your catalog is well-organized with accurate photos and prices.\\
     Time: 2–5 minutes for customer

2. \*\*Customer submits order\*\*\\
   What happens:

- Customer taps "Proceed" or "Checkout"
- Enters delivery details:
    - Full name
    - Phone number
    - Delivery address (street, city, postal code)
    - Special instructions (optional: "Call before delivery", "Gate code: 1234")
- Taps "Submit order" or "Place order"\\
     You receive:\\
     A message in your WhatsApp inbox showing:
     Order from \\[Customer Name]
     Items ordered:
- Blue summer dress (₹1,499) x1
- Silver belt (₹299) x1
     Order total: ₹1,798
     Delivery to: \\[Customer address]
     Phone: \\[Customer number]
     Special instructions: \\[If any]
     Your role: Acknowledge the order and initiate payment collection\\
     Time: 1–2 minutes for customer

3. \*\*You confirm order and collect payment\*\*\\
   This is where payment methods come in. Here's how to handle it for each method:

#### UPI (India)

UPI is the fastest way to collect payments in India. Customers can pay via Google Pay, PhonePe, Paytm, or their bank's app.

**How UPI works**

- You share a UPI link or ID
- Customer opens their preferred payment app (Google Pay, PhonePe, etc.)
- Enters your UPI ID or scans your QR code
- Enters the amount (or you pre-fill it)
- Confirms payment
- You receive instant notification
- Payment is settled to your bank account in seconds

**Getting a UPI ID**

- If you have a bank account:\\
  Most Indian banks issue UPI IDs automatically. Check:
- Your bank's app or SMS
- Your UPI ID is usually: yourname\\@bankname (e.g., john\\@sbi, priya\\@icici)
- Generate a UPI QR code from your bank app or apps like:
- Google Pay
- PhonePe
- Paytm
- Your bank's app
- If you don't have UPI yet:
- Download a UPI app (Google Pay, PhonePe, Paytm—all free)
- Sign up with your bank account
- Get your UPI ID and QR code
- Share with customers

**How to collect payment via UPI in WhatsApp**

1. Customer places order (As described in Step 2 above)
2. You send payment request\\
   Message the customer:

   \*Hi \\[Customer Name]! 🎉 Thanks for your order!

   Order summary:

- Blue summer dress (₹1,499) x1
- Silver belt (₹299) x1
     Total: ₹1,798
     📱 Please pay using UPI:
     UPI ID: yourname\\@bankname
     Or scan: \\[send your UPI QR code image]
     Once paid, please confirm here. We'll ship within 2 hours! 🚚\*

3. Customer pays

- Opens Google Pay, PhonePe, or their UPI app
- Scans your QR code or enters your UPI ID
- Enters amount: ₹1,798
- Confirms with PIN
- Payment successful (instant)

4. You verify payment

- You see payment notification in your bank app or UPI app
- Amount ₹1,798 appears in your account
- Confirm in WhatsApp: "Payment received! Preparing your order. 📦"

5. You proceed with order

- Pick items from inventory
- Pack securely
- Arrange delivery
- Send tracking: "Order shipped! Tracking: \\[link]"

**UPI tips and best practices**

- Share QR code image: Send a screenshot of your UPI QR code in the chat so customer can scan (easier than typing UPI ID)
- Include amount in message: "Please pay ₹1,798" (customer often has to enter it manually, so make it clear)
- Instant confirmation: UPI is fast—you get payment in seconds, not hours like bank transfers
- Refunds are easy: If needed, you can refund from your bank app easily
- Save your QR code: Keep your UPI QR code handy (screenshot, print for physical store, include in email signature)
- Multiple UPI IDs (optional): Some people use multiple UPI apps for backup, but one is fine
- Transaction limits: Check your bank's daily/monthly UPI limits if you're processing high volumes

**Example UPI message to customer**

```ts
Hi Priya! 🎉 

Your order is confirmed!
- Yoga mat (₹2,499)
- Resistance bands (₹599)
Total: ₹3,098

To complete your order, please pay via UPI:
📱 UPI ID: fitnessguru@okhdfcbank

Or scan this QR code: [QR code image]

We'll ship within 2 hours of payment confirmation!

Any questions? Reply here. 💪
```

#### Payment Links (Razorpay, PayU, Stripe)

Payment links are URLs that take customers to a secure payment page. This method is great if you want customers to pay by card, and it works worldwide.

**How payment links work**

- You create a payment link for the order amount
- Share the link with customer
- Customer clicks link
- Taken to a secure payment page
- Customer enters card/UPI details
- Payment is processed
- You receive the money (minus processing fees)
- Customer is redirected to a success page

**Setting up Razorpay (popular in India)**

1. \*\*Sign up for Razorpay\*\*\\
   Go to razorpay.com\\
   Click "Sign up"\\
   Enter business details\\
   Verify email and phone\\
   Activate account (KYC verification)
2. \*\*Create a payment link\*\*\\
   Log in to Razorpay dashboard\\
   Go to "Payment Links" or "Products" → "Payment Links"\\
   Click "Create payment link"\\
   Enter:

- Customer name (e.g., "Priya")
- Amount (e.g., 3098)
- Description (e.g., "Yoga mat + Resistance bands")
- Customer email (e.g., [priya@example.com](mailto%25255C%25253Apriya%252540example.com))
- Customer phone (e.g., 9876543210)\\
     Click "Create"\\
     A payment link is generated (looks like: rzp.io/i/abc123xyz)

3. \*\*Share the link\*\*\\
   Copy the payment link\\
   Send to customer via WhatsApp:

   \*Hi Priya! Your total is ₹3,098.
   Please click here to pay: rzp.io/i/abc123xyz\*

   Customer clicks the link\\
   Taken to secure Razorpay payment page\\
   They enter card or UPI details\\
   Payment is processed

4. \*\*You verify payment\*\*\\
   Check Razorpay dashboard → "Payments" or "Payment Links"\\
   See payment status: "Success" or "Failed"\\
   Confirm with customer: "Payment confirmed! Shipping now."\\
   Money is settled to your bank (usually within 1 day)

#### Other payment link providers

| Provider | Best for | Setup time | Fees |
| --- | --- | --- | --- |
| Razorpay | India, cards + UPI | 1 hour | 1.95% (UPI) / 2.95% (card) |
| PayU | India, cards + wallet | 1 hour | 2% (varies) |
| Stripe | Global, cards | 1 day | 2.9% + 0.3 per transaction |
| Square | USA/select countries | 1 hour | 2.9% + 0.3 |

\*\*Advantages of payment links\*\*\\
✅ Secure payment processing (PCI compliant)\\
✅ Accept cards, UPI, wallets all in one link\\
✅ Professional checkout experience\\
✅ Automatic payment confirmation\\
✅ Detailed transaction history\\
✅ Easy refunds\\
✅ Multiple payment methods available to customer

\*\*Disadvantages\*\*\\
❌ Processing fees (usually 1–3%)\\
❌ Slight friction (customer leaves WhatsApp, goes to external page)\\
❌ Need to manually create link for each order\\
❌ Requires business verification

**Example payment link message**

\*Hi Priya! 🎉

Your order total: ₹3,098

- Yoga mat (₹2,499)
- Resistance bands (₹599)

Click here to pay securely: rzp.io/i/abc123xyz

You can use your card, UPI, or wallet. Payment takes 1 minute.

Once paid, we'll ship today! 🚚\*

#### Bank Transfer

Bank transfer (also called NEFT, RTGS, or account transfer) is the most straightforward method for customers who prefer not to use UPI or cards.

**How bank transfer works**

- You share your bank account details
- Customer logs into their bank app or visits their bank
- Enters your account number, IFSC code, and amount
- Confirms the transfer
- Money arrives in your account (within minutes to 24 hours depending on bank)
- You verify and confirm to customer

\*\*Getting your bank details\*\*\\
You should already have:

- Account holder name
- Account number
- IFSC code (shown on your bank documents or bank app)
- Bank name

Example:

\*Account name: John Smith
Account number: 1234567890
Bank: ICICI Bank
IFSC: ICIC0000123\*

**How to collect payment via bank transfer**

1. Customer places order (As before)
2. You send bank details\\
   Message the customer:

   \*Hi Priya! Thanks for your order! 🎉

   Total: ₹3,098

   Please transfer to:
   Account name: Yoga Guru Studio
   Account number: 1234567890
   Bank: ICICI Bank, Delhi
   IFSC: ICIC0000123

   📝 Reference: "Order Priya" (helps us match payment)

   Once transferred, reply here to confirm. We'll ship the same day! 🚚\*

3. Customer transfers

- Opens their bank app or visits ATM/bank
- Enters your account details
- Enters amount: ₹3,098
- Adds reference: "Order Priya" (helps you track)
- Confirms transfer
- Money is sent

4. You verify

- Check your bank app or SMS notification
- Confirm in WhatsApp: "Payment received! Packing your order now."
- Proceed with order

\*\*Advantages of bank transfer\*\*\\
✅ No processing fees\\
✅ Customers feel secure (direct to bank)\\
✅ Works for large orders\\
✅ Good for B2B transactions\\
✅ Clear audit trail

\*\*Disadvantages\*\*\\
❌ Slower than UPI (can take 30 mins–24 hours)\\
❌ Manual verification required\\
❌ No automatic confirmation\\
❌ Some customers prefer instant methods

**Pro tips for bank transfers**

- Include reference field: Ask customer to enter a reference (order number, their name) so you can easily match payment to order
- Confirm quickly: When you see payment in your bank app, immediately message customer: "Payment confirmed! Shipping now."
- Have a backup UPI: Bank transfers are slower; offer UPI as faster option in your message

#### Cash on Delivery (COD)

COD is when the customer pays the delivery partner (or you) upon delivery. It's popular for local deliveries and builds customer trust (they see product before paying).

**How COD works**

- Customer places order (no payment yet)
- You confirm: "COD confirmed. We'll deliver tomorrow."
- You prepare and ship
- Delivery partner (or you) delivers
- Customer pays cash to delivery person
- Delivery person hands cash to you (or to their company, which pays you)

**Setting up COD**

1. \*\*Arrange with delivery partner\*\*\\
   Use a local courier or personal delivery\\
   Tell them: "Customer will pay cash on delivery for this order"\\
   Provide order details and customer address\\
   Ensure they collect payment upon delivery
2. \*\*Confirm with customer\*\*\\
   Message them:

   \*Hi Priya! Your order is confirmed! 🎉

   Total: ₹3,098
   Delivery: Tomorrow (Dec 12), 2–5 PM

   💵 Payment method: Cash on Delivery
   Please have ₹3,098 ready when the delivery person arrives.

   Order details:

- Yoga mat
- Resistance bands
     Tracking: \\[link]\*

3. \*\*Prepare and ship\*\*\\
   Pick and pack items\\
   Generate shipping label (mark as COD)\\
   Hand to delivery partner with COD amount
4. \*\*Customer pays on delivery\*\*\\
   Delivery person arrives\\
   Shows items to customer\\
   Customer inspects (optional)\\
   Customer pays ₹3,098 in cash\\
   Delivery person confirms receipt
5. \*\*You receive payment\*\*\\
   Delivery partner deposits cash to you or your account\\
   Update customer: "Delivered and paid. Thank you! 🙏"

\*\*Advantages of COD\*\*\\
✅ Highest conversion rate (no payment friction)\\
✅ Customer trusts (sees product before paying)\\
✅ No payment processing fees\\
✅ Works for cash-dependent regions\\
✅ No online payment required

\*\*Disadvantages\*\*\\
❌ Slower cash collection (24–48 hours sometimes)\\
❌ Requires reliable delivery partner\\
❌ Risk of non-payment (customer refuses to pay)\\
❌ Cash handling costs

**When COD works best**

- Local deliveries (same city/neighborhood)
- Customers who don't have digital payment access
- Building trust with new customers
- Lower-value orders (₹500–5,000)

**Risk management for COD**

- Confirm order value: Message customer again before delivery: "Just confirming: Total is ₹3,098 COD. Delivery tomorrow 2 PM."
- Verify delivery: Ask delivery person to confirm payment collected via message or call
- Pre-payment option: Always offer: "Prefer to pay now? Here's UPI \\[link]"
- Handle non-payment: If customer refuses, accept return (cover delivery cost if possible) and follow up later

### Order-to-Payment Workflow Example

Let's walk through a real order from start to finish using UPI (fastest method).

**Timeline:** Customer places order Friday at 2 PM

- \*\*2:00 PM – Customer browses catalog\*\*\\
  Customer opens your WhatsApp\\
  Taps "Shop" or "Catalog"\\
  Browses blue summer dress (₹1,499)\\
  Adds to cart\\
  Browses accessories, adds silver belt (₹299)\\
  Taps cart icon, sees total: ₹1,798\\
  Taps "Checkout"
- \*\*2:05 PM – Customer submits order\*\*\\
  Enters name: "Priya Kumar"\\
  Enters phone: 9876543210\\
  Enters address: "123 Main St, Apt 4B, New Delhi 110001"\\
  Special instructions: "Call before delivery, gate code: 1234"\\
  Taps "Submit order"
- \*\*2:06 PM – You receive order notification\*\*\\
  You see in your WhatsApp:

  \*New order from Priya Kumar

- Blue summer dress (₹1,499) x1
- Silver belt (₹299) x1
    Total: ₹1,798
    Delivery: 123 Main St, Apt 4B, New Delhi 110001
    Phone: 9876543210
    Instructions: Call before delivery, gate code: 1234\*
- \*\*2:07 PM – You confirm order and request payment\*\*\\
  You message Priya:

  \*Hi Priya! 🎉 Thanks for your order!

  Order Summary:

- Blue summer dress (₹1,499)
- Silver belt (₹299)
    Total: ₹1,798
    📱 Please pay via UPI:
    UPI ID: yourname\\@okhdfcbank
    Or scan: \\[attach your UPI QR code image]
    Once paid, please reply "Paid ✓" and we'll ship within 1 hour! 🚚
    Questions? Reply here!\*
- \*\*2:15 PM – Priya pays\*\*\\
  Opens Google Pay\\
  Scans your UPI QR code\\
  Confirms amount: ₹1,798\\
  Enters PIN\\
  Payment successful!\\
  Priya replies: "Paid ✓"
- \*\*2:16 PM – You verify payment\*\*\\
  Check your bank app or Google Pay\\
  See transaction: ₹1,798 from Priya received\\
  Immediately reply: "Payment confirmed! ✓ Packing your order now. 📦"
- \*\*2:17 PM – 2:30 PM – You prepare order\*\*\\
  Go to inventory\\
  Pick blue summer dress (in size M, her size)\\
  Pick silver belt\\
  Pack securely in box\\
  Write address label\\
  Take photo for proof
- \*\*2:31 PM – You arrange delivery\*\*\\
  Call your courier/delivery partner\\
  Provide order details:
- Customer: Priya Kumar
- Address: 123 Main St, Apt 4B, New Delhi
- Phone: 9876543210
- Note: "Call before delivery, gate code 1234"\\
    Hand over package
- \*\*2:45 PM – You send tracking\*\*\\
  Message Priya:

  \*Great news! 📦 Your order is on the way!

  Courier: \\[XYZ Logistics]
  Tracking: rzp.io/tracking/abc123
  Expected delivery: Today 4–6 PM

  Driver will call you 15 mins before arrival. Gate code is in your instructions.

  Can't wait to hear if you love your dress! 🎀\*

- \*\*4:30 PM – Delivery arrives\*\*\\
  Driver calls Priya: "Hi Priya, I'm here with your package from \\[your store]. Gate code 1234?"\\
  Priya opens gate, signs for package\\
  Driver leaves
- \*\*4:35 PM – You follow up\*\*\\
  Message Priya:\\
  \*Hi Priya! 🎉 Your package should have just arrived!

  We hope you love your new dress and belt. 👗✨

  Please share a photo if you'd like! We'd love to feature our happy customers. 📸

  Got a question? Reach out anytime. We're here to help! 💕\*

- \*\*Next day – Priya's feedback\*\*\\
  Priya replies:\\
  \*Love it! Perfect fit. Thanks so much! 😍
  \\[Photo of her wearing the dress]\*
  You respond:

  \*OMG, you look amazing! 💕 Thanks for the love, Priya!

  Come back soon—we have new summer dresses arriving next week!
  Use code PRIYA10 for 10% off your next order! 🎁\*

**Result:** Happy customer, ₹1,798 in your account, positive review, repeat customer opportunity, and a user-generated photo for your Instagram! 🎉

### Handling Payment Issues

Even with clear instructions, sometimes things go wrong. Here's how to handle common issues:

\*\*Issue 1: Customer doesn't understand how to pay\*\*\\
**Problem:** Customer says "How do I pay?" or is confused by instructions\\
**Solution:**

- Don't get frustrated—clearly re-explain
- Use simpler language or video
- Offer alternative method: "If UPI is confusing, here's our bank account for transfer"
- Call them if necessary (builds trust)
- Walk through step-by-step:

  \*Hi \\[Name]! No worries, it's easy:

1. Open Google Pay on your phone
2. Tap "Send" or the money icon
3. Click "Scan" and point at this QR code: \\[image]
4. It auto-fills our UPI. Just confirm!
5. Reply when done!
     Still stuck? Call me on 9876543210. 💙\*

\*\*Issue 2: Customer paid but you didn't receive it\*\*\\
**Problem:** Customer says "I paid!" but you don't see it\\
**Solution:**

- Check your bank app (might take 1–2 mins)
- Check UPI transaction history
- Ask customer for confirmation: "Can you take a screenshot of your confirmation?"
- Don't ship until you verify
- If confirmed but not received (rare):
- Contact your bank
- Ask customer to contact their bank
- Get transaction reference number
- Investigate together

\*\*Issue 3: Customer wants refund\*\*\\
**Problem:** Customer wants refund (wrong size, changed mind, etc.)\\
**Solution:**

- Check your return policy: "Returns within 7 days, unused, original packaging"
- Approve or deny: If eligible, approve. If not, politely explain.
- Process refund:
- For UPI: Initiate refund from your Google Pay/bank app (goes back to their account within 2–5 mins)
- For card: Razorpay handles refund automatically
- For bank transfer: Manually transfer money back to customer's account (get their details)
- Confirm: "Refund of ₹1,798 has been processed. Check your account in 5 mins. Sorry it didn't work out!"
- Follow up: "Is there anything else we can help with?"

\*\*Issue 4: Order amount is wrong\*\*\\
**Problem:** You quoted ₹3,098 but payment link shows ₹3,000\\
**Solution:**

- Apologize for confusion
- Clarify: "Total is ₹3,098 (including ₹100 for shipping). Is that correct?"
- Resend correct payment link
- If they already paid wrong amount, refund and ask for additional payment

\*\*Issue 5: Delivery failed, need to refund\*\*\\
**Problem:** Delivery partner couldn't deliver (customer not home, address wrong, etc.)\\
**Solution:**

- Inform customer: "Sorry, delivery wasn't possible today. Reschedule or refund?"
- If refund: Initiate immediately via UPI/bank transfer
- If reschedule: "New delivery tomorrow 2–5 PM. You'll have the cash ready?"
- Keep them informed

### Payment Best Practices

1. **Be transparent about costs**

   \*"Dress: ₹1,499
   Belt: ₹299
   Shipping: ₹50
   Total: ₹1,848"\*
   Hidden costs = refund risk.

2. \*\*Offer multiple payment options\*\*\\
   "Pay via UPI, bank transfer, or cash on delivery—your choice!"\\
   More options = more conversions.
3. \*\*Confirm receipt of payment\*\*\\
   "✓ Payment confirmed! Shipping now."\\
   Immediate confirmation builds trust.
4. \*\*Be explicit about timing\*\*\\
   "We'll ship within 2 hours of payment confirmation."\\
   Sets expectations.
5. \*\*Provide tracking\*\*\\
   Send tracking links so customers can monitor delivery.
6. \*\*Follow up post-delivery\*\*\\
   Ask for feedback, photos, reviews.\\
   Repeat customers are gold.
7. \*\*Keep receipts\*\*\\
   Save payment screenshots and messages.\\
   Proof of transaction if disputes arise.
8. \*\*Tax compliance\*\*\\
   If you're above ₹20 lakhs/year turnover, register for GST.\\
   Keep records for tax filings.

### Payment Security Tips

**For you (the business):**

- Never share your passwords: Use strong, unique passwords for Razorpay, bank accounts, UPI
- Enable two-factor authentication: On all payment accounts
- Regular statements: Check bank and payment app statements weekly
- Report fraud immediately: If you notice suspicious activity, contact your bank
- Keep devices secure: Don't use public WiFi for payments; use your phone's data

**For customers (communicate these):**

- We'll never ask for your bank password: Ever. If someone asks, it's a scam.
- Don't use public WiFi to pay: Use your mobile data
- Verify UPI IDs: Make sure they're paying the right person (typos happen)
- Screenshot confirmations: They should save proof of payment

### Scaling Your Payments

As your business grows, consider these upgrades:

**Current setup (manual payment collection)**

- You send payment link via WhatsApp
- Customer clicks and pays
- You manually verify\\
  ✅ Works for 10–50 orders/day\\
  ❌ Gets tedious at 100+ orders/day

**Next level: Automated payment links**

- Use Razorpay API to auto-generate links
- Customer clicks link automatically sent
- Payment automatically confirmed
- Order status auto-updates\\
  ✅ Scales to 100–500 orders/day\\
  Requires some technical setup

**Advanced: Full integration**

- WhatsApp + CRM + Payment gateway + Inventory synced
- Customer orders in WhatsApp
- Auto-generates payment link
- Auto-confirms payment
- Auto-updates inventory
- Auto-generates shipping label\\
  ✅ Scales to 1,000+ orders/day\\
  Requires technical expertise or platform (like Chakra Chat, Twilio, or custom development)

### Payment Processing Checklist

After reading this section, you should be able to:\\
✅ Understand payment options: UPI, bank transfer, payment links, COD\\
✅ Set up UPI: Get a UPI ID and share with customers\\
✅ Create payment links: Use Razorpay or similar tools\\
✅ Process orders: Receive, confirm, collect payment, ship\\
✅ Handle issues: Refunds, non-payment, confusion\\
✅ Optimize workflow: Multiple payment methods, clear communication\\
✅ Scale payments: From manual to automated

You now have a complete, professional payment processing system inside WhatsApp—no website required.

\*\*What's next?\*\*\\
Once you've mastered payment processing, explore these topics:

- Accounting & taxation: Tracking income, expenses, and GST
- Shipping & logistics: Managing delivery partners and tracking
- Customer service: Handling complaints and returns
- Analytics: Understanding which products sell, payment success rates
- Growth strategies: Scaling orders and revenue

Your WhatsApp Business is now a fully operational e-commerce store with professional payment processing. From browsing to delivery to follow-up, everything happens in WhatsApp—exactly how modern customers prefer to shop.

## Catalog & Shopping Checklist

After reading this section, you should be able to:\\
✅ Understand the catalog: A digital storefront inside WhatsApp\\
✅ Create products: Add photos, descriptions, prices\\
✅ Organize with collections: Group products into categories\\
✅ Manage inventory: Edit prices, delete items, keep catalog current\\
✅ Share links: Send product or catalog links to customers via WhatsApp, social media, email\\
✅ Use shopping cart: Enable it, understand customer flow, process orders\\
✅ Handle orders: Receive orders, manage payment, update customer, ship

Your WhatsApp Business is now a fully functional online store—no website required.

\*\*What's next?\*\*\\
Once you master the catalog, explore these related topics:

- Promotions & Marketing: How to promote your catalog and drive sales
- Customer Service: Handling complaints and returns via WhatsApp
- Analytics: Tracking which products and collections drive orders
- Integrations: Syncing catalog with your e-commerce website or inventory system
- Shipping & Logistics: Managing delivery and tracking

Your WhatsApp Business is now ready to sell at scale.

---

URL: https://chakrahq.com/help/learning-centre/meta-business-manager/configuration-changes-and-ongoing-maintenance.md.md

# Configuration Changes and Ongoing Maintenance

As your business evolves, Meta Business Suite (incorporating features from the former Meta Business Manager) requires regular updates to configurations, permissions, and access controls. This ensures security, compliance, and operational efficiency. This section covers common changes, best practices for managing them, routine reviews, and strategies for handling personnel transitions.

## Common Configuration Changes

**Adding Assets, Updating Permissions, Changing Payment Methods**

Configuration changes in Meta Business Suite are frequent tasks that involve adding new assets (e.g., Pages, ad accounts, or Pixels), adjusting user roles, or modifying billing details. These can be performed in the Settings area, with changes logged for auditing.

**Adding Assets:** Assets like Facebook Pages, Instagram accounts, or ad accounts can be added to your business portfolio for centralized management.

1. Go to Settings in Meta Business Suite.
2. Under "Accounts," select the asset type (e.g., Pages or Ad accounts).
3. Click "Add" or "Create," then follow prompts to link or create the asset (e.g., connect an existing Page or set up a new ad account).
4. Assign the asset to people or partners via the "Assign" button, selecting permissions as needed. Verify ownership if required (e.g., for domains) using DNS records or meta tags.

**Updating Permissions:** Permissions control what users or partners can do with assets, such as editing ads or viewing insights.

1. Navigate to Settings > Users > People (or Partners).
2. Select the user's name to view assigned assets.
3. Click "Manage" or "Edit" next to an asset, adjust roles (e.g., from Editor to Admin), and save changes.

For ad accounts specifically, use Ads Manager settings to modify direct permissions. Changes take effect immediately; notify affected users.

**Changing Payment Methods:** Update billing for ads to switch cards, add new methods, or set defaults.

1. Go to Ads Manager > Settings > Billing & payments (or Payment settings).
2. In the Payment methods section, click "Options" next to the method to edit or add a new one.
3. Enter details (e.g., card info) and select "Make default" if needed.

For mobile, access via the Meta Ads Manager app under Settings. Test with a small ad spend to confirm.

Always review changes in the Business History log to track modifications.

## Change Management Best practices

**Documentation, Approvals, Backups**

Effective change management minimizes risks like errors or unauthorized access. Focus on structured processes to document, approve, and backup configurations in Meta Business Suite.

- **Documentation**: Maintain a log of all changes, including who made them, when, and why. Use Meta's built-in Business History tool to export audit logs. Create an internal changelog (e.g., via shared docs) detailing asset additions or permission updates for reference.
- **Approvals**: Implement a review process where changes (e.g., adding partners) require sign-off from admins or managers. Use role-based access to limit who can initiate changes, and enable notifications for oversight.
- **Backups**: Before major changes, export key data like audience lists or ad reports. Meta doesn't provide full backups, so use integrations (e.g., with CRMs) to sync data externally. Test restores periodically to ensure recoverability.

Adopt a phased approach: Plan changes during low-activity periods, test in a sandbox if possible, and monitor post-change performance. For larger teams, assign roles for collaboration to avoid confusion.

## Periodic Access Review and Cleanup

Regular audits of access in Meta Business Suite prevent security vulnerabilities and clutter from outdated permissions. Aim for quarterly reviews or after major events.

**Steps for Review and Cleanup:**

1. Go to Settings > Users > People (or Partners) to list all users and their assigned assets.
2. Check each user's roles: Verify if access is still needed (e.g., remove view-only for inactive team members).
3. Under Assets (e.g., Pages or Ad accounts), review connected users and revoke unnecessary permissions via "Remove" or "Edit."
4. Use the Business History log to identify inactive users (e.g., no logins in 90 days) and clean up.
5. For broader cleanup, audit business portfolios for duplicate assets or unclaimed Pages, and remove them to streamline.

Meta may automatically flag inactive accounts, so proactive cleanup maintains compliance. Document reviews and rotate admin credentials periodically for added security.

## Handling Staff Turnover/Agency Changes

When employees leave or agencies change, promptly revoke access to protect assets and data in Meta Business Suite. This prevents unauthorized actions and maintains control.

**Steps for Removal:**

1. In Settings > Users > People, select the departing user's name.
2. Click "Remove" or "Manage" to revoke access to all assets (e.g., Pages, ad accounts).
3. Confirm removal; changes are immediate and logged.

For Pages specifically: Go to Accounts > Pages > Select Page > Locate user > Remove access.

If transferring ownership (e.g., to a new agency), add the new partner first via Partners > Add, then assign assets before removing the old one.

For agencies, use partner sharing to transition smoothly without downtime. Maintain a list of access holders and update it during offboarding. If access is lost (e.g., former admin), contact Meta support with verification.

---

URL: https://chakrahq.com/help/learning-centre/whatsapp-business-api/message-template-basics.md.md

# Message Templates

Message templates are a cornerstone of the WhatsApp Business API, enabling businesses to send proactive, standardized communications while adhering to strict anti-spam rules. Designed for scalability, they allow for personalized outreach in marketing, support, and authentication scenarios. For business users, templates mean reliable delivery for campaigns or notifications without risking account penalties. Chakra Chat takes this further by offering an intuitive dashboard for template creation, approval tracking, and integration into automations, making it easier to launch compliant WhatsApp strategies that drive engagement and conversions.

In this deep dive, we will explore template fundamentals, structure, categories with real-world use cases, the approval process, key limits, and how to manage them efficiently in Chakra Chat.

---

## Template Basics

### What is a Message Template

A message template is a pre-approved, structured format for business-initiated messages on WhatsApp, ensuring consistency and compliance. Unlike casual chats, templates must be reviewed and approved by Meta (WhatsApp parent company) before use. They exist primarily to protect users from unsolicited spam, promote high-quality interactions, and align with global privacy laws like GDPR. By requiring approval, WhatsApp maintains trust. Templates prevent abusive messaging while allowing businesses to scale communications for things like alerts or promotions.

Chakra Chat simplifies this by providing pre-built template libraries, helping you craft messages that get approved faster and perform better.

### When You Must Use templates

**After 24h, Campaigns, CTWA Start, OTP**

Templates are mandatory for any business-initiated conversation outside the 24-hour customer service window. Specifically:

- After 24 Hours: If more than 24 hours have passed since the user last message, you cannot send free-form text. Use a template to re-engage.
- Campaigns and Broadcasts: For proactive outreach like marketing blasts or notifications to opted-in users.
- CTWA (Click to WhatsApp) Start: When users click an ad to initiate chat, the first business response often requires a template for compliance.
- OTP and Authentication: Secure codes for logins or verifications must use dedicated authentication templates to meet security standards.

Without templates in these scenarios, messages fail to send, potentially harming your quality rating. Always secure user opt-in first to avoid violations.

### Template vs Normal Message

| Aspect | Template Message | Normal Message |
| --- | --- | --- |
| Initiation | Business-initiated requires approval | User-initiated or within 24-hour window |
| Content Flexibility | Structured with fixed text and variables | Fully customizable text media interactives |
| Use Cases | Notifications promotions OTPs | Real-time support dynamic replies |
| Approval Needed | Yes by Meta | No |
| Delivery Rules | Can start new conversations subject to pacing limits | Restricted to active sessions |
| Pricing Impact | Categorized with marketing at higher cost | Generally lower as service conversations |

Templates ensure scalability but limit creativity, while normal messages foster engagement in ongoing chats. Chakra Chat helps bridge this by auto-suggesting template transitions from normal conversations.

---

## Template Structure

Templates are built with modular components for a professional look, supporting multiple languages and personalization.

### Name, Language, Category

- Name: A unique identifier (up to 512 characters, lowercase alphanumerics and underscores) for internal reference. Not visible to users.
- Language: Specified by code (example en\_US for English). Create separate templates for each language, as Meta does not auto-translate.
- Category: Assigned during creation. Options are authentication, marketing, or utility. This affects pricing and approval.

### Header, Body, Footer

- Header: Optional top section for emphasis. Can be text (up to 60 characters) or media (image, video, document, location).
- Body: The main content (up to 1024 characters), where your message lives. Supports bold and italics.
- Footer: Optional bottom note (up to 60 characters) for disclaimers or branding.

### Buttons

**Quick Reply, Call-to-Action, OTP / Copy-Code**

- Quick Reply: Up to 3 buttons for user responses (example Yes or No), text up to 25 characters each.
- Call-to-Action (CTA): Up to 2 buttons for actions like Visit Website (URL) or Call Phone (number).
- OTP / Copy-Code: Special for authentication. Includes a one-tap copy button for codes.

Buttons make templates interactive, boosting engagement.

### Placeholders & Variables

Variables allow dynamic insertion of information like user name or order ID for tailored messages. Use positional format with double curly braces and numbers inside. Examples include variable 1, variable 2, and so on. Personalization increases open rates but must avoid sensitive data requests. When sending, replace variables with actual values via API.

---

## Categories & Use Cases

WhatsApp simplifies templates into three categories, each with specific guidelines to ensure proper classification and pricing. Service templates were phased out and merged into utility.

### Utility Templates

For transaction-related updates that facilitate ongoing services. Examples: order confirmations, payment reminders, appointment rescheduling.

### Authentication templates

**OTP / Login Codes**

Dedicated to secure verifications. Examples: one-time passwords, account recovery codes. No marketing allowed. Strict rules on no URLs or emojis.

### Marketing templates

**Offers, Announcements, Promotions**

For promotional content to drive sales or awareness. Examples: discount alerts, product launches, event invites. Must not violate commerce policies.

### Service Templates

Service templates (example customer inquiries) are no longer a separate category. They are handled as utility or within 24-hour sessions.

### Sample Use-Cases

- Utility: Your order has shipped with tracking information (e-commerce tracking).
- Authentication: Your login code expires in 5 minutes (app security).
- Marketing: Flash sale with discount on products until specified date (retail promotion).

Choose categories accurately to avoid rejections.

---

## Approval and Rejections

### How Meta Reviews Templates

Submit via API or WhatsApp Manager. Meta reviews for policy compliance, clarity, and category fit. Lifecycle: Create then In-Review then Approved or Rejected then Active (with quality monitoring) then Paused or Disabled if issues arise.

### Approvals and Statuses

- Time: Up to 24 hours, often faster for simple ones.
- Statuses: Submitted (initial), In-Review, Approved (active), Rejected, Paused (due to low quality), Disabled (repeated violations).

### Common Rejection Reasons

- Policy Violation: Breaches business or commerce rules, example promoting restricted items like gambling.
- Too Vague or Misleading: Unclear language or false promises.
- Format Issues: Mismatched variables, invalid buttons, or incorrect category.
- Others: Duplicates, sensitive info requests, cold outreach phrasing.

### How to Fix Rejected Templates

Edit the template (triggers re-review), address feedback (example fix variables, rephrase for clarity), and resubmit via API or manager. Test for formatting. Appeal if you disagree.

---

## Limits and Technical Rules

### Character Limits

- Header: 60 characters (text).
- Body: 1024 characters.
- Footer: 60 characters.

### Buttons & Text Limits

- Up to 3 quick replies or 2 CTAs total.
- Button text: 25 characters (quick reply), 20 for CTAs.

### Formatting Variables Links

- Allowed: Bold, italics, strikethrough, variables (up to 10), links in body or CTAs.
- Disallowed: Emojis in auth templates, excessive variables, misleading links.

### Media Limits for Header

- Image: JPG or PNG, up to 5MB, any aspect ratio but 1:1 recommended.
- Video: MP4, up to 16MB.
- Document: PDF, up to 100MB.
- Use HTTPS URLs or upload handles. No media in auth templates.

---

## Manage Templates in Chakra Chat

### Creating Templates

In Chakra Chat dashboard, use the template builder to input name, category, language, and components. Preview, validate for limits, and submit directly to Meta for approval. All in one interface, reducing errors.

### Editing Cloning Pausing Deleting

Edit approved templates (re-submits for review), clone for variations (example languages), pause low-performers, or delete unused ones via simple clicks. Chakra Chat tracks changes to maintain audit trails.

### Template Translations

Add multi-language versions by cloning and translating body text manually. Chakra Chat supports over 100 languages, with AI-assisted translations to speed up the process.

### Viewing Usage and Performance

Monitor metrics like send rates, opens, and blocks in analytics. Link templates to chatbots, broadcasts, or CRM triggers for automated flows. Chakra Chat insights help optimize, flagging low-quality templates early to prevent pauses.

Mastering templates with Chakra Chat transforms WhatsApp into a powerful, compliant channel for your business. For the latest updates, check Meta docs or test in Chakra Chat sandbox.

---

## WhatsApp Messaging Limits

**What is a messaging limit?**

Your messaging limit controls how many individual customers your business can send messages to within any given 24-hour window. This limit applies to outbound business-initiated messages — for example, promotional campaigns, order updates, or notifications — and does not affect conversations that customers start with you.

**Does the limit apply per phone number?**

The limit is set at the business account level, not per phone number. If your business uses multiple WhatsApp numbers, they all share the same pool. This means that if one number sends a high volume of messages, it can use up the allowance for your other numbers in that period.

**What limit does my account start with?**

New accounts start with a limit of 250 unique customers per 24 hours.

**Can I increase my limit?**

Yes. Limits can be increased in stages — from 250 up to 2,000, then 10,000, 100,000, and eventually unlimited. Here's how:

To reach 2,000, your business needs to do one of the following:

- Complete Meta's business verification
- Have your WhatsApp solution provider verify your business on your behalf
- Organically grow your messaging volume to 2,000 delivered messages to unique customers within a 30-day period, using well-performing message templates

Once you reach 2,000, further increases happen automatically as long as your messages are high quality and you're consistently using a significant portion of your current limit.

**What does "automatic scaling" mean?**

If your account is in good standing — meaning customers are engaging well with your messages and few are marking them as spam — Meta will automatically bump your limit to the next tier within a few hours of you meeting the threshold. You don't need to submit a request.

**What if my request to increase is denied?**

If you're not approved for an increase, Meta will notify you and indicate what steps you can take to become eligible. Usually this means sending more messages over a sustained period with well-rated templates, or completing identity verification.

**Where can I check my current limit?**

You can view your current messaging limit at any time in [**WhatsApp Manager → Account Tools → Messaging Limits**](https://business.facebook.com/latest/whatsapp_manager/messaging_limits?) within Meta Business Suite.

---

---

URL: https://chakrahq.com/help/learning-centre/whatsapp-business/integrations-growth-guide.md.md

# WhatsApp Business Integrations & Growth Guide

Growing your WhatsApp Business presence means making it easy for customers to find you across platforms, reach you quickly, and engage with your business wherever they are. This guide covers connecting WhatsApp to Facebook and Instagram, using QR codes and links to drive traffic, running ads, and understanding premium features like Meta Verified.

## How to Link WhatsApp Business to Facebook Page

Connecting WhatsApp to your Facebook Page adds a "Send Message" button directly on your page. Customers can click the button and start a WhatsApp conversation with you instantly—without leaving Facebook.

### Why link WhatsApp to Facebook

- **Convenience**: Customers don't have to find your WhatsApp number
- **Trust**: Message button on your official Facebook Page builds credibility
- **Visibility**: More people see the option to contact you
- **Reduced friction**: One-click messaging vs. manual number entry
- **Unified messaging**: All WhatsApp conversations appear in one inbox
- **Cross-platform presence**: You're on both Facebook and WhatsApp (customers' preference)

### What customers see

When you link WhatsApp to Facebook:

- Your Facebook Page displays a "Send Message" button (or "Contact" button)
- Customers click the button
- They're taken to WhatsApp (on phone) or WhatsApp Web (on desktop)
- Chat with your business starts instantly

### Prerequisites before linking

You need:

- A Facebook Business Page (not personal profile)
- WhatsApp Business account (already set up)
- Admin access to both Facebook Page and WhatsApp Business account
- Same phone number registered on both (or able to verify)

### Linking WhatsApp to Facebook

1. \*\*Open Facebook Business Settings\*\*\\ Go to facebook.com (on computer, recommended)\\ Log in to your business account\\ Go to Settings (top right, gear icon)\\ Select your Facebook Page from the menu
2. \*\*Find messaging settings\*\*\\ In the left sidebar, go to Settings\\ Look for "Messaging" or "Connected apps"\\ Or search for "WhatsApp" in settings
3. \*\*Add WhatsApp\*\*\\ You'll see an option to "Add WhatsApp" or "Connect WhatsApp Business Account"\\ Tap "Connect" or "Add"
4. \*\*Choose your WhatsApp Business account\*\*\\ You may see a dropdown of available WhatsApp Business accounts\\ Select your account (the one with your phone number)\\ If not listed, you may need to create or verify it
5. \*\*Verify phone number\*\*\\ Facebook will ask you to verify your WhatsApp number\\ You may receive an SMS code to your WhatsApp number\\ Enter the code to confirm ownership\\ Some versions use your Facebook account itself (if linked to WhatsApp)
6. \*\*Grant permissions\*\*\\ Facebook asks for permission to connect to WhatsApp\\ Review permissions (usually just messaging access)\\ Tap "Confirm" or "Allow"
7. \*\*Confirm connection\*\*\\ You'll see confirmation: "WhatsApp Business connected"\\ A "Send Message" button now appears on your Facebook Page
8. \*\*Customize the button (optional)\*\*\\ You can customize the button text and placement\\ Go to Page Settings → Call to Action Button\\ Choose "Send Message" as the button\\ Set it to open WhatsApp

### What happens after linking

On your Facebook Page:

- Customers see a prominent "Send Message" or "Contact" button
- Clicking it opens a WhatsApp chat with your business
- On mobile: Opens WhatsApp app
- On desktop: Opens WhatsApp Web (if they have a linked device)

In your WhatsApp inbox:

- Messages from Facebook appear in your regular chat list
- They look like normal WhatsApp chats
- You reply normally
- Customer sees replies in WhatsApp

**No separate Facebook Messenger needed**:

- All messaging happens in WhatsApp
- No need to manage separate Facebook Messenger inbox
- Everything centralized in one app

### Troubleshooting: Link not working

- **Problem**: Facebook says "WhatsApp not connected"\\ **Solution**: Verify your phone number again. You may need to receive an SMS code.
- **Problem**: Button doesn't appear on page\\ **Solution**: Make sure page is published (not in draft). May take 24 hours to appear.
- **Problem**: Customers get error when clicking button\\ **Solution**: Verify WhatsApp Business account is active. Check internet connection on test device.
- **Problem**: Can't find WhatsApp option in Facebook Settings\\ **Solution**: Make sure you're on a Business Page (not personal profile). Only business pages support WhatsApp linking.

### Tips for Facebook-WhatsApp linking

- Test the button: Ask a friend to click your button and verify it works
- Mention in posts: Remind customers: "Message us on WhatsApp!" with link
- Use in comments: When customers comment, reply: "Hi! Message us on WhatsApp for faster response"
- Feature it on Page: Make sure button is visible (top of page, not buried)
- Add to Facebook story: Some versions let you add a clickable sticker to stories
- Promote in posts: Create posts highlighting WhatsApp: "Quick customer support via WhatsApp!"

## How to Link to Instagram Profile

Adding your WhatsApp Business number to your Instagram profile makes it super easy for followers to message you directly. No need to search for your number—it's right there on your profile.

### Why link WhatsApp to Instagram

- **Direct messaging**: Followers can instantly message you
- **Professional**: Shows multiple contact options (builds trust)
- **Higher response**: People who see your number message more often
- **No need to share number publicly**: It's integrated into your profile
- **Instagram stickers**: Some features let you add WhatsApp stickers to stories
- **Click-to-WhatsApp**: Followers click your profile, message you instantly

### What customers see on Instagram

When you add WhatsApp to your Instagram profile:

- Your profile shows a "Send Message" button or WhatsApp icon
- Your WhatsApp number appears in your bio/contact section
- Followers can click to message you directly
- On mobile: Opens WhatsApp app
- On desktop: Shows your number (they can use it manually)

### Prerequisites

You need:

- Instagram Business account (not personal profile)
- WhatsApp Business account (the same number as your Instagram contact)
- Admin access to Instagram account
- Instagram linked to Facebook Business Manager (recommended but not always required)

### How to add WhatsApp to Instagram profile

#### Through Instagram app (mobile)

**Method 1**

1. \*\*Open Instagram\*\*\\ Go to your profile (tap your profile icon)\\ Tap "Edit profile"
2. \*\*Look for contact options\*\*\\ Scroll down in your profile settings\\ Look for "Contact information", "Business contacts", or "Links"
3. \*\*Add WhatsApp\*\*\\ Tap "Add WhatsApp" or "Add contact method"\\ Enter your WhatsApp Business number\\ Or link your WhatsApp Business account directly (if option available)
4. \*\*Save\*\*\\ The WhatsApp option now appears on your profile\\ Followers can tap it to message you

#### Through Instagram Web

**Method 2**

1. \*\*Go to Instagram.com\*\*\\ Log in with business account\\ Go to your profile
2. \*\*Click "Edit profile"\*\*\\ Look for contact/links section\\ Find "Professional dashboard" or "Business settings"
3. \*\*Add WhatsApp business number\*\*\\ Look for WhatsApp field\\ Enter your WhatsApp Business number (with country code)\\ Save changes
4. \*\*Verify\*\*\\ Check your profile to ensure WhatsApp appears\\ Test by visiting your profile from another account

### Making WhatsApp prominent on Instagram

- **Add to bio**:\\ In your Instagram bio (max 150 chars), mention: "Message us on WhatsApp! 💬"\\ Or: "Quick replies via WhatsApp ⬇️"\\ This reminds followers to use WhatsApp
- **Create a link sticker (Stories)**:\\ Some Instagram Business accounts can add stickers to stories\\ Create a story, add a "Link" or "Message" sticker\\ Point to your wa.me link\\ Followers can tap to message
- **Use Linktree or similar**:\\ If your Instagram bio links to Linktree or similar service\\ Add your wa.me link there as one of the buttons\\ Followers click your bio link, see WhatsApp option

**Example Instagram bio**:

🌸 XYZ Salon Hair • Skin • Wellness 📍 Downtown Plaza 💬 DM or WhatsApp us! 💅 Book: \\[wa.me link]

### What happens when followers message

On follower's side:

- They tap your WhatsApp icon/number
- WhatsApp opens (or WhatsApp Web if desktop)
- Chat with your business opens

On your side:

- Message appears in your WhatsApp inbox
- Like any other customer message
- You reply normally

### WhatsApp not appearing on Instagram

**Troubleshooting**

- **Problem**: WhatsApp field doesn't appear in profile settings\\ **Solution**: Make sure it's a Business Account (not personal). Personal profiles don't show contact options.
- **Problem**: Number appears but clicking doesn't work\\ **Solution**: Verify the number format includes country code (+91-9876543210, not just 9876543210)
- **Problem**: Wrong number is showing\\ **Solution**: Edit the number in settings. Make sure it matches your WhatsApp Business number.

### Pro tips for Instagram-WhatsApp linking

- Mention in captions: "Questions? Message us on WhatsApp!" (point to your profile)
- Use in all posts: Every post caption can remind followers: "Click our profile to message us on WhatsApp"
- Story stickers: Add WhatsApp stickers to daily stories
- Highlight business hours: In bio: "WhatsApp us Mon–Fri 10 AM–8 PM"
- Include offers: "New season collection! Message to book appointment 👗"
- Test regularly: Monthly, test that clicking WhatsApp button works

## How to Use Entry points

**QR Codes and Short Links**

Entry points are ways for customers to discover and start a chat with you. QR codes and short links (wa.me links) are the easiest. They work everywhere: business cards, posters, email, social media, physical stores.

### Understanding entry points

Entry points are ways customers can initiate contact with you:

- QR codes: Scan with phone camera
- wa.me links: Click a link
- Click-to-WhatsApp ads: Click an ad (covered in next section)
- Phone links: Click a phone number
- Store locations: Google Business profile

### QR Code entry point

A QR code is a square barcode that customers scan with their phone camera. Scanning takes them directly to a WhatsApp chat with you.

**How QR codes work**:

- Customer sees your QR code (business card, poster, receipt, etc.)
- Opens phone camera or QR code reader
- Points at your code
- Taps the notification: "Open in WhatsApp"
- Chat with your business opens

#### Creating a QR code:

1. \*\*Get your wa.me link\*\*\\ Your link: [https://wa.me/919876543210](https://wa.me/919876543210) (replace with your number)\\ Optional pre-message: [https://wa.me/919876543210?text=Hi%20I%20want%20to%20order](https://wa.me/919876543210?text=Hi%20I%20want%20to%20order)
2. \*\*Use QR code generator\*\*\\ Go to qr-code-generator.com or qr.io\\ Paste your wa.me link\\ Click "Generate QR code"\\ Customize (add logo, colors if desired)\\ Download as PNG or PDF
3. \*\*Use your QR code everywhere\*\*\\ Print on business cards\\ Put on posters\\ Include in email signatures\\ Add to packaging/receipts\\ Display in physical store\\ Post on social media (Instagram posts, stories)

**Example QR code usage**:

Business card:

┌──────────────────┐ │ XYZ SALON        │ │ \\[QR CODE]        │ │ Scan to book!    │ │ +91-9876543210   │ └──────────────────┘

Poster:

┌──────────────────┐ │ Summer Sale 50%  │ │ 🛍️ Shop Now      │ │ \\[QR CODE]        │ │ Scan to browse   │ │ our catalog!     │ └──────────────────┘

Receipt:

Thank you for your order! Questions? Feedback? \\[QR CODE] Scan to chat with us

### wa.me Link entry point

A wa.me link is a simple URL that opens WhatsApp. No QR code needed—customers just click.

#### Creating wa.me links:

- **Basic link**:\\ Formula: [https://wa.me/\\[COUNTRY\_CODE](https://wa.me/\[COUNTRY_CODE)]\\[PHONE\_NUMBER]\\ Example: [https://wa.me/919876543210](https://wa.me/919876543210)
- **Link with pre-filled message**:\\ Add ?text= with your message (spaces become %20)\\ Example: [https://wa.me/919876543210?text=Hi%20I%20want%20to%20order](https://wa.me/919876543210?text=Hi%20I%20want%20to%20order)\\ Full: [https://wa.me/919876543210?text=Hi%20I%20want%20to%20book%20an%20appointment](https://wa.me/919876543210?text=Hi%20I%20want%20to%20book%20an%20appointment)
- **Shortened link**:\\ Long link? Use shortener:\\ bit.ly\\ tinyurl.com\\ short.link\\ Example: bit.ly/BookWithUs

#### Using wa.me links everywhere:

Email signature:

Best regards, John Smith Owner, XYZ Salon Chat with us: wa.me/919876543210

Website:

Questions? <a href="https://wa.me/919876543210">Message us on WhatsApp</a>

Social media bio:

XYZ Salon | Hair & Skin Care 💬 Message us: wa.me/919876543210 📍 Downtown Plaza Open Mon-Sat 10 AM-8 PM

Google Business Profile:

- Go to your Google Business listing
- Add a link in the "Website" or "Contact" section
- Points to your wa.me link
- Customers can click directly from Google

SMS/Text campaigns:

Hi! Check out our new summer collection. Message us: wa.me/919876543210

### Comparing QR codes vs. wa.me links

| Feature | QR Code | wa.me Link |
| --- | --- | --- |
| How to use | Scan with camera | Click or tap |
| Best for | Physical locations (stores, cards, posters) | Digital (email, social, website) |
| Tech needed | Camera app (built into all phones) | Internet link |
| Works on | Printed materials, displayed images | Text, email, web pages |
| Looks professional | Yes, modern feel | Yes, simple and clean |
| Mobile vs. desktop | Mobile (camera needed) | Both mobile and desktop |
| Trackable | If using shortened QR | If using UTM parameters in link |

### Combining QR codes and links

**Strategy: Multiple entry points**

- Physical locations: QR codes (cards, posters, store)
- Digital channels: wa.me links (email, social, website)
- Ads: Click-to-WhatsApp ads (Facebook, Instagram)
- Everywhere: Mention "Message us on WhatsApp"

**Example: Complete promotion**

📱 Summer Sale: 50% Off 🛍️ Shop our collection

📲 Message us to order: 👉 Scan: \\[QR CODE] 👉 Or click: wa.me/919876543210

Questions? We reply within 5 minutes!

### Pro tips for entry points

- Make them visible: Don't hide your QR code or link. Feature them prominently.
- Multiple locations: Put QR codes on business cards AND posters AND receipts (more touchpoints = more scans)
- Test them: Click/scan your own codes regularly to verify they work
- Add context: "Scan to shop", "Click to book", "Message us here"
- Track effectiveness: Use UTM parameters on links to track which entry point drives traffic (bit.ly analytics)
- Offline + online: Combine physical QR codes with digital links for maximum reach
- Update regularly: If you change your message or offer, update links/codes
- Print quality: Print QR codes at least 2x2 cm (0.8x0.8 inches) so they scan easily

## How to Run Ads That Click to WhatsApp

Click-to-WhatsApp ads (also called "WhatsApp ads") are Facebook or Instagram ads that open a WhatsApp chat when clicked. Instead of directing to a website, customers message you directly.

### Why Click-to-WhatsApp ads work

- **Higher conversion**: People who click want to talk to you (warm leads)
- **Lower friction**: Message directly instead of filling a form
- **Qualified leads**: Not just traffic, but actual interested customers
- **Cost-effective**: Pay only for clicks that matter
- **Mobile-first**: Perfect for phone-based users
- **Instant engagement**: Customer is already in a chat with you

### How Click-to-WhatsApp ads work

The flow:

- Customer sees your ad on Facebook/Instagram
- Ad says: "Shop now", "Book appointment", "Get info", etc.
- Customer clicks the ad
- WhatsApp opens with a chat to your business
- Customer can ask questions or place order
- You reply and convert

**Example**:

Ad: "Summer Dresses 50% Off - Book Yours Today" \\[Product image] \\[Button: "Shop on WhatsApp"]

Customer clicks\\ ↓\\ WhatsApp opens with your business\\ ↓\\ Customer: "Hi, I'm interested in the blue dress"\\ ↓\\ You: "Great! Let me show you our collection: \\[link]"\\ ↓\\ Customer orders

### Prerequisites for Click-to-WhatsApp ads

You need:

- WhatsApp Business account (already set up)
- Facebook/Instagram Business account (connected to WhatsApp)
- Facebook Ads Manager access
- Payment method for ads (credit card)
- Some ads budget (even ₹100/day to start)

### How to create a Click-to-WhatsApp ad

1. \*\*Open Facebook Ads Manager\*\*\\ Go to facebook.com/ads/manager\\ Log in with your business account\\ Click "Create" to start a new campaign
2. \*\*Choose campaign objective\*\*\\ Select "Messages" or "Conversions" (depends on region)\\ This lets you drive traffic to WhatsApp
3. \*\*Choose audience\*\*\\ Locations: Target countries/cities where you operate\\ Age: Who buys from you? (e.g., 18–65)\\ Interests: What do they like? (e.g., "Fashion", "Beauty", "Fitness")\\ Languages: Language your customers speak\\ Behaviors: Job title, device type, income level (optional)

   **Example targeting**:

   Location: India (or specific cities) Age: 18-45 Interests: Fashion, shopping, beauty Languages: English, Hindi

4. \*\*Set your budget and duration\*\*\\ Daily budget: How much per day? (e.g., ₹500/day)\\ Duration: When to run ad? (e.g., Dec 11–20, 2025)\\ Ad schedule: Which hours? (e.g., 9 AM–8 PM when people shop)
5. \*\*Create your ad\*\*\\ Choose format:

- Image ad: Single product photo
- Carousel: Multiple products (swipe through)
- Video: Short video of product or service
- Collection: Multiple products in a grid\\ Upload images/video\\ Write headline: "Summer Dresses 50% Off"\\ Write primary text: "Shop our collection on WhatsApp. Fast reply!"\\ Add call-to-action button: "Shop now", "Book appointment", "Get info"

6. \*\*Set WhatsApp destination\*\*\\ Under "Destination", choose "WhatsApp"\\ Select your WhatsApp Business account\\ Add a greeting message (optional): "Hi! Thanks for your interest. How can I help?"\\ This message appears in the chat when customer clicks
7. \*\*Review and launch\*\*\\ Review all settings\\ Click "Publish" or "Create ads"\\ Ad goes live (usually within 24 hours)\\ You start receiving WhatsApp messages from people clicking the ad

\*\*Example Click-to-WhatsApp ad\*\*\\ Headline: "New Summer Collection – Exclusive on WhatsApp!"\\ Primary text: "Shop 50+ styles, fast delivery, free returns. Message us to browse and order!"\\ Image: Product photo (dress, fashion item)\\ Button: "Shop on WhatsApp"\\ Destination: Your WhatsApp Business account\\ Greeting message: "Hi! Thanks for clicking. Browse our collection: \\[link]. Ask any questions!"

### Tracking Click-to-WhatsApp ads

In Ads Manager, you see:

- Clicks: How many people clicked the ad
- Cost per click: How much each click cost
- Conversions: How many actually ordered (if you track)
- ROI: Did the ad make more than it cost?

**Example data**:

Budget: ₹5,000 Clicks: 250 people Cost per click: ₹20 Conversions: 25 orders Cost per order: ₹200 Average order value: ₹1,500 Revenue: 25 × ₹1,500 = ₹37,500 Profit: ₹37,500 - ₹5,000 = ₹32,500 ROI: 650% 🎉

### Best practices for Click-to-WhatsApp ads

- Match your audience: Target people likely to buy (not random people)
- Clear value: Headline should show benefit ("50% off", "Free shipping", "Expert advice")
- High-quality images: Professional product photos perform better
- Specific call-to-action: "Shop now" better than generic "Learn more"
- Fast replies: When customers click, reply within 5 minutes (they're hot leads!)
- Have inventory: Don't run ads if items are out of stock
- Test multiple ads: Try different images/headlines, keep what works
- Budget allocation: Start small (₹100–500/day), scale what works
- Time your ads: Run during peak shopping hours (evenings, weekends)
- Seasonal campaigns: Holiday sales, season changes get higher clicks

### Troubleshooting Click-to-WhatsApp ads

- **Problem**: Ads not getting clicks\\ **Solution**: Image quality too low, audience too narrow, headline not compelling\\ Try: Better photo, expand audience, highlight benefit clearly
- **Problem**: Getting clicks but no conversions\\ **Solution**: Slow reply time, unclear product info\\ Try: Reply within minutes, send catalog link, have clear pricing
- **Problem**: Ads disappear or get rejected\\ **Solution**: Violated Facebook ad policy\\ Check: No false claims, no spammy language, proper image

## What is Meta Verified?

Meta Verified is Meta's paid subscription service that adds a blue checkmark to your business account and unlocks extra features. It's optional but useful if you want to appear more official or need advanced features.

### What is Meta Verified?

Meta Verified is a paid subscription (monthly) that gives your business:

- Verified badge (blue checkmark) ✅ on your profile
- Name and URL protection: Prevents others from impersonating you
- Extra features: More device connections, priority support, etc.
- Direct phone support: Faster help if issues arise

### Why get Meta Verified?

**Benefits**:

- ✅ Credibility: Blue checkmark shows you're official/authentic
- ✅ Impersonation protection: Blocks fake accounts using your name
- ✅ More device connections: Connect 10 devices instead of 5 (WhatsApp Business)
- ✅ Priority support: Faster response from Meta/WhatsApp support
- ✅ Advanced features: Potential access to beta features
- ✅ Brand protection: Your business name is protected

**Costs**:

- Monthly subscription: ₹1,000–2,000 per month (varies by region and currency)
- Annual commitment: Usually billed monthly, but you must maintain active subscription
- Payment method: Credit card required

### Who should get Meta Verified?

**Good fit**:

- ✅ Large businesses (₹50 lakh+ annual revenue)
- ✅ Celebrities or public figures
- ✅ Brands with multiple locations (need 10+ device access)
- ✅ High-volume businesses worried about impersonation
- ✅ Businesses that want priority support

**Not necessary for**:

- ❌ Small local businesses (won't see much benefit)
- ❌ New/early-stage businesses (focus on growth first)
- ❌ Budgets under ₹50 lakh annually
- ❌ Solo entrepreneurs (5 devices usually enough)

### How to apply for Meta Verified

1. \*\*Open WhatsApp Business Settings\*\*\\ Go to Settings → Account or "Meta Verified"\\ Look for "Get verified" or "Meta Verified" option
2. \*\*Click "Get verified" or "Subscribe"\*\*\\ You'll be taken to Meta's verification page\\ You may need to prove ownership of business
3. \*\*Provide business information\*\*\\ Legal business name\\ Business address\\ Verification documents (government ID, business license, etc.)\\ Contact information
4. \*\*Choose subscription\*\*\\ Select monthly billing\\ Add payment method (credit card)\\ Agree to terms
5. \*\*Approval\*\*\\ Meta reviews your information (usually 1–3 days)\\ If approved: Blue checkmark appears on your profile\\ Features unlock immediately\\ Monthly charge begins

### What you get with Meta Verified

| Feature | Standard Account | Meta Verified |
| --- | --- | --- |
| Blue checkmark | ❌ No | ✅ Yes |
| Device connections | 5 | 10 |
| Name protection | Limited | Full |
| Support | Standard queue | Priority |
| Features | Standard | Advanced (beta) |
| Cost | Free | ₹1,000–2,000/month |

\*\*Optional: You can cancel anytime\*\*\\ If you want to stop Meta Verified:

- Go to Settings → Meta Verified or "Subscriptions"
- Tap "Cancel subscription"
- Blue checkmark is removed
- Charges stop
- You lose advanced features (reverts to 5 devices, standard support)

### Pro tips for Meta Verified

- Start without it: Most small businesses don't need it. Grow first, then upgrade.
- When to upgrade: Once you're doing ₹50 lakh+ annually or have high impersonation risk
- Worth the cost? Only if you actually need 10+ devices or face impersonation issues
- Brand protection: If competitors are copying your name, verification helps
- Priority support: Useful if you have high-volume business and occasional issues

## WhatsApp Mobile App & Business Platform

**Differences Between WhatsApp business app and WhatsApp business platform**

This is important to understand because WhatsApp Business (which you've learned) and WhatsApp Business API are very different tools for different needs.

### WhatsApp Business App

**What it is**:

- Free mobile app for iPhone and Android
- Designed for small businesses, solo entrepreneurs, local services
- Installed on your phone like any other app
- You manage customer conversations directly from your phone
- No coding or technical setup required

**How it works**:

- You chat with customers one-on-one or broadcast
- You manage catalogs, quick replies, templates manually
- Everything happens on your phone (or linked devices)
- No integration with external systems

**Best for**:

- Local salons, shops, service providers
- Small e-commerce (under 100 orders/day)
- Freelancers and solo entrepreneurs
- Businesses with under ₹10 lakh annual revenue
- Non-technical founders

**Capabilities**:

- ✅ Direct messaging
- ✅ Business profile
- ✅ Catalog and shopping cart
- ✅ Quick replies and templates
- ✅ Broadcast lists
- ✅ Business hours and away messages
- ✅ Basic analytics
- ❌ No integrations with CRM/e-commerce
- ❌ Limited automation
- ❌ No team access (not really multi-user)
- ❌ No API access

**Cost**:

- Free (no subscription)
- Pay only for messages (conversation-based pricing)

**Example use case**:

XYZ Salon uses WhatsApp Business app:

- Owner replies to customer chats from phone
- Uses quick replies for common questions
- Sends broadcast to customers for weekly special
- Catalog shows available services
- Total: 50 chats/day, manageable on app

### WhatsApp Business API / Platform (Advanced)

**What it is**:

- Technical interface (not a mobile app)
- Accessed via platforms like Chakra Chat, Twilio, Meta's API
- Connects to business systems (CRM, e-commerce, inventory)
- Requires setup by technical person or platform provider
- Designed for growing/large businesses

**How it works**:

- Integrated into your business software
- Customers message via WhatsApp
- Automatically triggers actions (send invoice, update inventory, log in CRM)
- Multiple team members access from dashboard (not just phone)
- Advanced automation and chatbots
- Integrations with entire business stack

**Best for**:

- Growing/scaling businesses
- Multi-location enterprises
- E-commerce platforms with 100+ orders/day
- B2B companies
- Any business needing CRM/system integration
- Businesses with technical capability

**Capabilities**:

- ✅ All WhatsApp Business app features
- ✅ Message templates (compliance-based)
- ✅ Multi-team access (unlimited users)
- ✅ Integrations (CRM, e-commerce, helpdesk, etc.)
- ✅ Chatbots and advanced automation
- ✅ Bulk messaging at scale
- ✅ Webhooks and custom development
- ✅ Advanced analytics and reporting
- ✅ API access for custom features
- ✅ Enterprise support
- ✅ Higher sending limits

**Cost**:

- Platform fee: ₹500–20,000+/month
- Per-message charges: ₹0.05–3 depending on type
- Scales with usage

**Example use case**:

ABC E-commerce uses WhatsApp Business API (via Chakra Chat):

- Customer orders on website
- Auto-triggers WhatsApp confirmation: "Order #ABC123 received"
- Auto-updates CRM with customer details
- Auto-sends shipping link when package ships
- Support team of 5 can reply to customers from dashboard
- Chatbot answers FAQs (about 60% of questions)
- Total: 1,000 chats/day, fully automated

### Comparison table

| Aspect | WhatsApp Business App | WhatsApp Business API |
| --- | --- | --- |
| Type | Mobile app | Platform/integration |
| Users | 1 person (primarily) | Unlimited team members |
| Setup | 5 minutes | 1–7 days |
| Technical skill | None required | Requires technical setup |
| Integrations | None | CRM, e-commerce, helpdesk, etc. |
| Automation | Manual templates only | Full chatbots and workflows |
| Message volume | 1,000/day (practical limit) | 100,000+/day |
| Bulk messaging | Manual to lists | Automated campaigns |
| Customization | Limited | Fully customizable |
| Cost | Free (pay per message) | ₹500+/month + per message |
| Best for | Small businesses | Growing/large businesses |

### Which solution one do you need?

Start here ↓ Do you have 1–2 people managing WhatsApp? ├─ YES → Do you need to integrate with CRM/website? │  ├─ NO → Use WhatsApp Business APP ✓ │  └─ YES → Use WhatsApp Business API │ └─ NO (3+ people) → Use WhatsApp Business API (must have team access)

Do you send 100+ messages/day? ├─ YES → Use WhatsApp Business API └─ NO → WhatsApp Business APP is fine

Is your business growing fast? ├─ YES, scaling → Use WhatsApp Business API (plan for growth) └─ NO, steady → WhatsApp Business APP is fine

\*\*Can you upgrade from app to API later?\*\*\\ Yes! You can start with WhatsApp Business app and upgrade to API later:

- Start with app: Learn basics, build customer base, test market
- As you grow: Once reaching 100+ daily chats or needing integrations, upgrade
- Migrate: Transition smoothly to API platform (same phone number, same WABA)
- No loss: All chat history, contacts, catalogs transfer to API

**Timeline example**:

Month 1–3: Use WhatsApp Business app

- Solo business, 10–20 chats/day
- Learning features, building customers

Month 4–6: Hire one assistant

- Need second person to reply
- Still using app, but reaching limits

Month 7: Upgrade to API

- Both can access from dashboard
- Add automation
- Integrate with website

Month 12: Growing to 500+ chats/day

- Multiple team members
- Full chatbot
- Integrated with CRM and inventory

### Tips

- Start small: Begin with free app unless you have specific integration needs
- Grow into API: Upgrade when you hit 100+ daily chats or hire team
- Plan for growth: If you know you'll need integrations, consider API from start
- Budget: App is free; API costs but scales with business
- Support: API offers better support; app has standard help
- Vendor choice: App is Meta-only; API can use many platforms (Chakra Chat, Twilio, etc.)

## Integrations & Growth Workflow Example

Let's see how a business grows using these tools:

**Month 1: Solo startup (WhatsApp Business App)\*\*\\ \*\*Setup**:

- Install WhatsApp Business app
- Create business profile
- Add catalog (5 products)
- Set quick replies
- Share wa.me link on Instagram and website

**Growth**:

- 30 chats/day
- 10 orders/month
- All handled solo on phone

**Integrations**:

- Only Instagram and website (link to WhatsApp)

**Month 3: Getting busier (Still app, but optimized)\*\*\\ \*\*Setup**:

- Expanded catalog (20 products)
- Broadcast list created (100 subscribers)
- Better templates and quick replies
- QR codes on business cards and packaging

**Growth**:

- 60 chats/day
- 30 orders/month
- Starting to feel overwhelmed

**Integrations**:

- Link WhatsApp to Facebook Page
- Instagram WhatsApp button added
- Click-to-WhatsApp ads running (₹500/day budget)

**Month 6: Ready to scale (Considering API)\*\*\\ \*\*Situation**:

- 150+ chats/day
- 100+ orders/month
- Hired 1 assistant (can't both use app easily)
- Wants to automate order confirmations
- Considering CRM integration

**Decision**: Upgrade to WhatsApp Business API (via Chakra Chat or similar)

**New capabilities**:

- 2 team members on dashboard
- Auto-send order confirmation from website
- Chatbot answers 50% of FAQs
- Integration with inventory system
- Better analytics

**Month 12: Growing business (API + advanced integrations)\*\*\\ \*\*Setup**:

- WhatsApp Business API fully integrated
- CRM connected (Zoho/HubSpot)
- E-commerce platform synced
- 3 team members managing inbox
- Advanced chatbot handling 70% of support

**Growth**:

- 500+ chats/day
- 500+ orders/month
- ₹50+ lakh annual revenue

**Integrations**:

- Facebook Page linked
- Instagram linked
- Click-to-WhatsApp ads (₹5,000/day budget)
- Google Business profile linked
- CRM synced
- E-commerce integrated
- Inventory automated
- Meta Verified subscription (₹1,500/month)

**Team**:

- 1 full-time manager (Chakra Chat dashboard)
- 2 support agents (replying to chats)
- 1 developer (maintaining integrations)

## Integrations & Growth Checklist

After reading this section, you should be able to:\\ ✅ Link WhatsApp to Facebook Page for easy customer messaging\\ ✅ Link WhatsApp to Instagram profile to enable followers to message you\\ ✅ Create and use QR codes for physical and digital marketing\\ ✅ Share wa.me links everywhere to drive WhatsApp traffic\\ ✅ Run Click-to-WhatsApp ads to convert Facebook/Instagram traffic\\ ✅ Understand Meta Verified and know if it's right for you\\ ✅ Know the differences between WhatsApp Business app and API\\ ✅ Plan your growth trajectory from app to API as you scale

Your WhatsApp Business is now integrated across all your channels and ready to scale.

## What's next?

Once you've mastered integrations and growth, explore:

- Advanced analytics: Understanding which channels drive the most orders
- Customer retention: Keeping customers coming back
- Automation scaling: Moving to WhatsApp Business API
- Team management: Coordinating multiple agents
- International expansion: Using WhatsApp in new markets

Your WhatsApp Business is now a full-fledged growth channel, integrated with your entire business ecosystem and poised for scaling.

---

URL: https://chakrahq.com/help/learning-centre/meta-business-manager/data-sources-tracking.md.md

# Data Sources and Tracking

In Meta Business Manager (now integrated within Meta Business Suite), effective tracking of user interactions is crucial for measuring ad performance, optimizing campaigns, and building targeted audiences. This section covers the key tools and setups for collecting and utilizing data from various sources.

## Overview of Data sources

**Pixels, Offline Events, Custom Conversions**

Data sources in Meta Business Manager allow you to capture interactions across online and offline channels, providing insights into customer behavior and enabling better ad attribution. The main types include:

- **Meta Pixel**: This is a JavaScript code snippet you add to your website to track actions like page views, purchases, and form submissions. It helps in logging conversions, optimizing ad delivery, and creating remarketing audiences by sending event data back to Meta.
- **Offline Events**: These let you upload data from non-digital interactions, such as in-store sales, phone inquiries, or qualified leads, into Meta's system. This bridges the gap between online ads and offline outcomes, allowing you to measure ROI on campaigns that drive real-world actions and optimize for similar events.
- **Custom Conversions**: These are user-defined rules based on URLs or specific events from your pixel or offline data. They filter standard events to focus on high-value actions (e.g., visits to a thank-you page after a signup), making it easier to track unique business goals without needing new code.

These sources integrate within Events Manager, where you can monitor data flow, categorize events, and ensure compliance with privacy standards. Start by reviewing your business needs to decide which sources to prioritize—pixels for web tracking, offline events for physical interactions, and custom conversions for tailored metrics.

## Creating and Assigning Pixels to Assets

The Meta Pixel is the foundation for web-based tracking. Once created, it can be assigned to assets like ad accounts, Pages, or catalogs in your Business Suite for shared access and management.

**Creating a Pixel:**

1. Navigate to Meta Events Manager in your Business Suite.
2. Click "Connect data" and select "Web" as the data source.
3. Click "Connect," enter a descriptive name for your pixel (e.g., "WebsiteTrackingPixel"), and click "Create pixel."
4. Follow the on-screen prompts to install the base code on your website—options include manual code addition, partner integrations (like Google Tag Manager), or email instructions to a developer.

**Assigning the Pixel to Assets:**

1. Go to Settings in Meta Business Suite and select your business portfolio.
2. Under "Data Sources," click "Datasets and pixels."
3. Select your pixel from the list.
4. Click "Connected assets" or "Assign assets," then choose the ad accounts, Pages, or other assets (e.g., catalogs) to link it to.
5. Optionally, assign people or partners with specific permissions (e.g., view-only or edit) via the "Assign people" button.

Assets can only belong to one business portfolio, so ensure proper organization. After assignment, test the pixel in Events Manager to verify it's firing correctly.

## Event Configuration and Standard Events

Events represent specific actions users take, and configuring them properly ensures accurate tracking. Meta provides standard events for common actions, which can be set up via code, no-code tools, or integrations.

**Standard Events Overview:** These are predefined actions recognized by Meta for consistent reporting across campaigns. Key examples include:

- **PageView**: Tracks when a page loads.
- **ViewContent**: Logs views of product or content pages.
- **AddToCart**: Captures items added to a shopping cart.
- **Purchase**: Records completed transactions, often with value and currency parameters.
- **Others**: AddToWishlist, InitiateCheckout, Lead, CompleteRegistration, Search, Contact, etc.

**Configuration Steps:**

1. In Events Manager, select your pixel and go to the "Settings" tab.
2. Enable automatic event tracking if desired (toggle "Track events automatically" for basic detection without code).
3. For manual setup:

- **Use the Event Setup Tool**: Connect to your website, select events, and add parameters like value or currency without coding.
- **Add code manually**: Insert event code snippets into your pixel base code (e.g., `fbq('track', 'Purchase', {value: 100.00, currency: 'USD'});`).
- **Partner integrations**: Set up through platforms like Shopify or WordPress for streamlined event firing.

Test events using the Test Events tool in Events Manager to simulate and verify data flow.

Follow best practices: Prioritize high-value events, include parameters for optimization, and avoid duplicates to maintain data quality.

## Aggregated Event Measurement

Aggregated Event Measurement (AEM) is Meta's response to privacy changes in iOS 14 and later, ensuring compliant event tracking while limiting data granularity.

At a high level:

- AEM processes web and app events from iOS users who opt out of tracking, aggregating data to protect privacy.
- It limits domains to 8 conversion events per domain, prioritized by relevance (e.g., Purchase over PageView). Ineligible events are dropped or need reconfiguration.
- **iOS considerations**: Apple's App Tracking Transparency (ATT) prompt requires user consent for tracking. Without it, events are anonymized via AEM, impacting attribution and optimization. Check eligibility in Events Manager under Settings > Aggregated Event Measurement.

Recommendations: Verify app and web events for AEM compatibility, use domain verification, and combine with SKAdNetwork for app campaigns to maintain reach.

This setup helps sustain ad delivery to iOS users but may result in less detailed reporting—focus on top-priority events for best results.

## Connecting Conversions API

**Connecting Conversions API via Partners or Custom Setups**

The Conversions API (CAPI) sends server-side events directly to Meta, complementing the pixel for more reliable tracking (e.g., bypassing ad blockers).

**Connection Options:**

**Via Partners:**

1. In Events Manager, go to Settings > Choose a partner.
2. Select from integrations like Zapier (no-code for CRM connections), Shopify, or Google Tag Manager.
3. Follow partner-specific instructions to link your data—e.g., for Zapier, set up workflows to send lead data from CRMs like Salesforce.

**Custom Setups:**

1. Use the guided implementation in Events Manager: Select "Implement Conversions API" for personalized code instructions.
2. For codeless options, try Conversions API Gateway: Set it up in Events Manager for quick server-side connections without developer resources.
3. Manual coding: Generate API access tokens, set up server endpoints, and send events via POST requests (e.g., for custom events not covered by pixels).

Monitor setup in Events Manager under Diagnostics, and compare options based on your tech stack—partners for ease, custom for flexibility. Pair CAPI with your pixel for deduplicated, comprehensive data.

---

URL: https://chakrahq.com/help/learning-centre/tutorials.md.md

## 🚀 Chakra Chat Tutorials

**Chakra Chat** is your all-in-one platform for managing WhatsApp Business communications at scale. Whether you're driving marketing campaigns, closing sales, or offering customer support, Chakra Chat gives you the tools to do it all; smarter and faster.

You can go through the tutorials below to understand more about the platform and WhatsApp and Meta messaging ecosystem.

<DocCardList />

---

URL: https://chakrahq.com/help/learning-centre/whatsapp-business-api/commerce-catalogs-ctwa.md.md

# Commerce, Catalogs & CTWA

In the evolving world of digital commerce, WhatsApp Business API opens doors for businesses to turn conversations into conversions. By integrating commerce features like catalogs and Click-to-WhatsApp (CTWA) ads, companies can showcase products, facilitate seamless shopping experiences, and drive sales directly within chats. This section dives into how these tools work, focusing on practical insights for business owners looking to enhance their customer interactions and boost revenue. Whether you're a small retailer or a growing e-commerce brand, understanding these features can help you leverage WhatsApp's massive user base effectively.

## Catalog & Product Messages

WhatsApp Catalogs are a game-changer for businesses using the API, allowing you to create an interactive digital storefront right within the messaging platform. Below, we explore the essentials to help you implement this for your operations.

### What is a WhatsApp Catalog?

A WhatsApp Catalog is essentially a mobile-friendly showcase of your products or services that customers can browse directly in their WhatsApp chats. It's like having a mini e-commerce store embedded in conversations—users can view item details, images, prices, descriptions, and even add items to a cart without leaving the app. For businesses on the WhatsApp Business API, catalogs are managed through Meta's Commerce Manager or via API integrations, enabling synchronization with your existing inventory systems (like Shopify or custom databases). This feature turns casual inquiries into shopping opportunities, making it easier to upsell and provide personalized recommendations. Catalogs are shareable via links, messages, or even integrated into your business profile, increasing visibility and engagement.

### Catalog vs Normal Media Messages

While both catalogs and normal media messages (like sending images or videos) can display products, they serve different purposes:

- **Catalogs**: Structured and interactive. Customers can tap to view full details, zoom on images, read descriptions, and add to cart. They're searchable, organized into sections, and support dynamic updates (e.g., stock availability). Ideal for professional presentations and scaling sales.
- **Normal Media Messages**: Simple attachments like photos or videos sent in chats. These lack interactivity—no built-in cart, no detailed metadata, and no easy browsing. They're great for quick shares or custom visuals but don't provide the polished, shop-like experience of a catalog. Plus, media messages might incur fees outside the service window, while catalog shares can be more cost-effective for marketing.

In short, catalogs elevate your messaging from basic sharing to a full-fledged sales tool, improving user experience and conversion rates.

### Single-Product vs Multi-Product Messages

When promoting items from your catalog via the API, you have flexibility in how you present them:

- **Single-Product Messages**: Focus on one item, displaying its thumbnail, title, description, price, and a call-to-action button (e.g., "Add to Cart" or "Learn More"). Perfect for targeted promotions, like highlighting a bestseller or responding to a specific customer query. These messages keep things simple and direct attention to a single offering.
- **Multi-Product Messages**: Showcase up to 30 items in one message, arranged in a carousel or grid view. Users can swipe through thumbnails and select items to view details or add to cart. Great for collections, recommendations, or flash sales, as they encourage browsing and multiple additions. However, stick to relevant groupings to avoid overwhelming recipients.

Both types use approved templates to comply with WhatsApp's policies, ensuring messages aren't spammy. Multi-product messages can increase engagement by offering variety, but single-product ones often lead to higher focus and quicker decisions.

### Cart Behaviour and Checkout Flow

The cart feature in WhatsApp Catalogs streamlines the buying process, making it feel natural within a conversation:

- **Cart Behaviour**: Customers can add multiple items from your catalog to a virtual cart while chatting. They see a running total, item summaries, and options to adjust quantities or remove products. Once ready, they send an "Order" message back to you, which includes the cart details. This interactive flow keeps everything in one thread, reducing friction and abandonment.
- **Checkout Flow**:
- **In-Chat Checkout**: Available in select regions (e.g., India, Brazil) where WhatsApp Payments is enabled. Customers complete payment directly in the app using integrated methods like UPI or credit cards. It's fast, secure, and boosts impulse buys since no external navigation is needed.
- **Redirect Checkout**: In most other regions (e.g., US, Europe, Asia-Pacific excluding supported payment areas), the cart leads to a redirect. After sending the order, customers are prompted to visit your website or a payment link (e.g., via Stripe, PayPal, or Shopify) to finalize the purchase. This maintains security and compliance while integrating with your existing e-commerce setup.

Choose based on your location and audience— in-chat is ideal for high-trust markets, while redirects offer more control over the payment process. Always ensure compliance with Meta's commerce policies to avoid reviews or rejections.

### Catalog limits

\*\* (Number of Items, Media Requirements, Regions)\*\*

To keep things efficient and user-friendly, WhatsApp imposes practical limits on catalogs:

- **Number of Items**:
- WhatsApp Business App: Up to 500 products per catalog.
- WhatsApp Business API: Unlimited items, especially when synced via data feeds from platforms like Commerce Manager. This scalability makes the API perfect for larger inventories.
- **Media Requirements**:
- Up to 10 images or videos per item.
- Images: Must be square (1:1 aspect ratio), recommended resolution 1080 x 1080 pixels (minimum 640 x 640). File size under 5 MB each. Supported formats include JPEG, PNG.
- Videos: Size limit of 50 MB, with auto-generated thumbnails. Use for dynamic demos but keep them short for quick loading.
- General: At least one image required per item; high-quality visuals improve engagement. Products must have unique titles, country of origin, and optional details like price or links.
- **Regions**:
- Catalog creation is available in nearly all countries where WhatsApp Business operates, with no major restrictions on setup.
- Feature variations: In-chat payments are limited to specific regions like India and Brazil. In others, use redirects. Product reviews by Meta ensure compliance, which can take minutes to a day. Avoid prohibited items (e.g., weapons, adult content) per global policies.

These limits ensure smooth performance— for API users, partnering with a provider like Chakra Chat can help manage large catalogs and automations effortlessly.

By incorporating catalogs into your WhatsApp strategy, you can transform chats into revenue streams. Pair them with CTWA ads to attract more traffic: these ads on Facebook or Instagram direct users to a pre-filled WhatsApp chat, often starting with a product query or catalog link. This seamless integration drives higher click-through rates and conversions. For businesses using tools like Chakra Chat, automating responses and order tracking becomes even simpler, helping you scale without added complexity. Explore Meta's resources for setup guides and start optimizing your commerce presence today.

## Managing Catalogs

Effective catalog management is key to showcasing your products professionally on WhatsApp. Whether you're adding new items, organizing them into groups, or analyzing performance, these processes help maintain an up-to-date digital storefront. For API users, catalogs are primarily managed through Meta's Commerce Manager, which syncs seamlessly with your WhatsApp Business Account (WABA). This allows for bulk uploads, real-time updates, and integration with e-commerce platforms like Shopify.

### Adding, Editing, and Removing Products

Adding products to your catalog ensures customers see your latest offerings. Here's how it works:

- **Adding Products**: In Commerce Manager (accessible via business.facebook.com), navigate to Catalogs > Add Items. Upload high-quality images (up to 10 per product), enter details like title, description, price, country of origin, and optional fields such as sale price, website link, or product code. For bulk additions, use data feeds or spreadsheets. Once added, items undergo a quick review by Meta to comply with commerce policies—typically approved within minutes to 24 hours. In the WhatsApp Business App (if using Coexistence), go to Business Tools > Catalog > Add New Item, upload images, and fill in details before saving.
- **Editing Products**: Update existing items to reflect changes like pricing or stock. In Commerce Manager, select the product, edit fields (e.g., add a sale price or new images), and save. Changes sync across WhatsApp instantly. In the app: Tap Catalog > Select item > Edit > Make changes > Save. This keeps your catalog dynamic without disrupting customer views.
- **Removing Products**: To declutter, in Commerce Manager, select items and choose Delete. In the app: Go to Catalog > Select item > Edit > Scroll to bottom > Delete Item > Confirm. Removed products won't appear in customer views or shared links, but historical orders may still reference them.

All changes are subject to Meta's policies to prevent prohibited items (e.g., no weapons or adult content). For larger inventories, tools like Chakra Chat can automate syncing from your CRM or inventory system, reducing manual effort.

### Collections and Product Groups

Organize your catalog into collections to make browsing intuitive for customers—think seasonal promotions or category groupings like "Summer Essentials" or "Best Sellers."

- **Creating Collections**: In Commerce Manager, go to Catalogs > Collections > Create New. Name the collection, select products to include, and save. In the WhatsApp Business App: Tap Catalog > Collections > Add New Collection > Enter name > Select items > Save. Collections are reviewed (up to 24 hours) before going live.
- **Managing and Editing**: Reorder collections by dragging in the menu for better visibility. To add/remove items: Select the collection > Edit > Check/uncheck products > Save. Rename by editing the collection details, or delete by selecting Delete > Confirm. This feature helps highlight promotions without overwhelming users.

Groupings enhance discoverability, allowing customers to filter and find relevant products faster during chats.

### Using Products in Conversations, Campaigns

Integrate your catalog directly into customer interactions for a frictionless experience:

- **In Conversations**: During a chat, send single-product messages (focusing on one item with details and an "Add to Cart" button) or multi-product messages (up to 30 items in a carousel). Customers can browse, add to carts, and submit orders in-thread. Use quick replies or bots via the API to suggest products based on queries—e.g., "Check out our latest collection!" followed by a catalog link.
- **In Campaigns**: For marketing blasts, embed product links in approved template messages. Broadcast to opted-in contacts or tie into CTWA ads for targeted promotions. Track engagement to refine future sends. With Chakra Chat, automate these flows, sending personalized product recommendations based on user behavior.

This turns passive chats into active sales channels, increasing conversion rates.

### Catalog Analytics and Best Practices

Gain insights to refine your strategy:

- **Analytics**: Through Meta Business Suite or Commerce Manager, monitor metrics like views, shares, adds to cart, and orders initiated from WhatsApp. API integrations provide deeper data, such as click-through rates on product messages. Track ROI by linking to ad campaigns or conversation logs.
- **Best Practices**:
- Focus on high-demand products first to build momentum.
- Use high-resolution, square images (1080x1080 pixels) and detailed descriptions for better engagement.
- Create themed collections to guide browsing and upsell (e.g., bundle related items).
- Keep catalogs updated—remove out-of-stock items promptly to avoid frustration.
- Comply with policies: Ensure accurate pricing, no misleading claims, and opt-in for marketing shares.
- Test with small audiences: Analyze what drives clicks and adjust accordingly.
- Integrate with tools like Chakra Chat for automation, such as auto-sending catalogs on keywords like "menu" or "products."

Following these boosts visibility and sales, with businesses reporting up to 30% higher conversions through well-managed catalogs.

## Click-to-WhatsApp (CTWA) & Entry Points

CTWA bridges advertising and direct messaging, making it easier for customers to connect with your business on WhatsApp. It's a powerful tool for lead generation and sales funnels, especially when combined with API automations.

### What is CTWA

CTWA, or Click-to-WhatsApp, is an ad format that includes a "Send Message" button, directing users straight to a WhatsApp chat with your business. It pre-fills a message (e.g., "I'm interested in your products") to kickstart the conversation.

- **Where It Appears**:
- **Facebook**: In feeds, stories, Marketplace, or as page CTAs.
- **Instagram**: On profiles, posts, stories, or ads.
- **Website**: Embed wa.me links or buttons on your site, emails, or even QR codes on physical packaging/search ads. This creates seamless entry points from online browsing to chats.

CTWA drives high engagement, with click-through rates often 2-3x higher than traditional ads, as users prefer messaging over forms.

### Free Entry-Point Rules

**Free Entry-Point Rules and Conversation Charging from Ads**

To encourage responses, Meta offers free messaging windows for CTWA-initiated chats:

- **Free Entry-Point Rules**: When a user clicks a CTWA ad or Facebook CTA (via mobile app), it opens a 24-hour customer service window. If you respond within that time (any message type), a 72-hour Free Entry Point (FEP) window activates from the response time. During the FEP, all messages—including templates—are free. The service window runs independently; after 24 hours without user replies, only templates can be sent (free in FEP).
- **Conversation Charging from Ads**: User messages are always free. Non-template responses in the service window are free. Templates are charged per-message based on category (marketing, utility, authentication) and recipient country—e.g., marketing messages cost more. However, in the FEP window, even templates are free. Post-FEP, charges apply unless in an active service window. As of January 1, 2026, rates updated: Lower for France/Egypt marketing, higher for India; new volume tiers for discounts on utility/authentication.

This structure minimizes costs for timely engagements—aim to respond quickly to maximize free messaging.

### Using Templates with CTWA Flows

Templates enhance CTWA by standardizing and automating responses:

- Integrate pre-approved templates (e.g., greetings like "Welcome! How can we help with our catalog?") into CTWA flows. When a user clicks, the chat starts with a templated auto-reply, guiding them toward products or support.
- In the 72-hour FEP, send unlimited templates free—ideal for nurturing leads with promotions or catalogs.
- Use dynamic templates with variables (e.g., user name or ad-specific details) for personalization. Combine with Flows (interactive forms in chats) to collect info or process orders without leaving WhatsApp.
- Best with API tools like Chakra Chat: Set up flows to trigger templates on CTWA entries, track conversions, and segment users for follow-ups.

This setup ensures compliant, efficient interactions, boosting retention and sales.

By mastering these features, businesses can create a cohesive WhatsApp ecosystem that drives traffic, nurtures leads, and closes deals. For seamless implementation, consider Chakra Chat's API integrations to automate catalog updates and CTWA responses. Stay updated via Meta's resources for any 2026 policy changes.

---

URL: https://chakrahq.com/help/learning-centre/whatsapp-business/common-questions-faqs.md.md

# WhatsApp Business Common Questions & FAQs

As you set up and grow your WhatsApp Business presence, you'll likely have questions about account limits, linking to social media, costs, and when to upgrade. This guide answers the most common questions businesses ask, helping you make informed decisions about your setup and growth strategy.

## Multiple WhatsApp Business Accounts?

This is one of the most common questions, especially for businesses with multiple locations, brands, or phone numbers.

The short answer: No and Yes (it's complicated)

You cannot:

- ❌ Have 2 WhatsApp Business accounts on the same phone number at the same time
- ❌ Use one WABA (WhatsApp Business Account) for 2 different numbers simultaneously

You can:

- ✅ Have multiple accounts if each uses a different phone number
- ✅ Run multiple accounts from the same device (if using different numbers)
- ✅ Manage each account separately with its own chats, contacts, catalog, etc.

### Multiple numbers, same device

**Scenario 1**

Example: You have two business lines (main store + branch store), or two brands

Setup:

- Get a second SIM card or virtual number (Google Voice, Airtel X Stream, etc.)
- Install WhatsApp Business app (if not already installed)
- Use the second number to register a second account
- Now you have two WhatsApp Business accounts on same phone
- Each appears as separate profile with its own chats

How it works:

- Account 1: +91-9876543210 (Main business)
- Account 2: +91-9123456789 (Branch or second brand)
- Both installed on same phone
- Switch between them using the app selector

Limitation:

- Only one account active at a time (switch between them)
- Can't receive messages in both simultaneously
- Each account manages its own catalogs, templates, etc.

Visual:

```ts
Your Phone
├─ WhatsApp Business Account #1 (+91-9876543210)
│  ├─ 50 active chats
│  ├─ Catalog: 20 products
│  └─ 100 saved contacts
│
└─ WhatsApp Business Account #2 (+91-9123456789)
   ├─ 30 active chats
   ├─ Catalog: 15 services
   └─ 80 saved contacts
```

### Same device, personal + business

**Scenario 2**

Example: You use WhatsApp for personal friends and WhatsApp Business for customers

Setup:

- Keep regular WhatsApp (personal) on your main number
- Install WhatsApp Business on the same phone using a different number
- Both apps coexist on same device
- Two separate accounts, two separate message histories

How it looks:

```ts
Your Phone
├─ WhatsApp (Personal)
│  ├─ Personal friends and family
│  └─ Private status and profile
│
└─ WhatsApp Business
   ├─ Customers and business contacts
   └─ Professional profile and hours
```

Benefit: Complete separation between personal and business

### Multiple locations

**Scenario 3**

Example: You own 3 salon locations and want separate WhatsApp for each

Setup:

- **Option A:** Each location gets its own number and account
- Location 1: +91-9876543210 (WhatsApp Business)
- Location 2: +91-9123456789 (WhatsApp Business)
- Location 3: +91-9999999999 (WhatsApp Business)
- Manage from different devices or switch between accounts
- **Option B:** One main number, one account
- Include location info in profile: "XYZ Salon - Downtown Plaza"
- Handle all locations from single account
- Include location details in quick replies

Which is better?

- Option A: Each location feels independent, customers see their local number
- Option B: Simpler to manage, unified inventory/catalog

### Team with shared account

**Scenario 4**

If you want multiple team members managing one account:

- Use WhatsApp Business app with one number
- Link up to 4 additional devices (phones, tablets, Web)
- All team members on same account, same number
- All see same chats and catalogs
- Not ideal (confusing who replied to what) but possible
- Better option: Use WhatsApp Business API (Chakra Chat, etc.) for true multi-user

Important: One WABA per number

Remember the key rule:

```plaintext
One phone number = One WhatsApp Business Account (WABA)
```

You cannot:

- Use same number for 2 WABAs
- Link same number to 2 different accounts
- Switch a number between accounts rapidly

### Pro tips for multiple accounts

- Document your numbers: Keep a list of which number is for what
- Consistent branding: Each account should have clear brand identity
- Contact info: Make sure customers can find the right number
- Avoid confusion: Different teams shouldn't manage wrong account
- Backup each account: Back up each separately
- If upgrading: Use WhatsApp Business API for 3+ accounts (easier management)
- Cost tracking: Each account has separate message costs
- Monitor quality: Check quality rating for each account independently

### When to use multiple accounts vs. API

| Situation | Use Multiple App Accounts | Use WhatsApp Business API |
| --- | --- | --- |
| 1–2 locations | ✅ Yes | ❌ Overkill |
| 3+ locations | ⚠️ Getting complex | ✅ Better option |
| Need team access | ❌ Limited | ✅ Perfect |
| Different brands | ✅ Makes sense | ✅ Also works |
| Budget conscious | ✅ Free app | ❌ Costs ₹500+/month |
| Technical capability | ✅ No setup needed | ❌ Requires setup |

## Link WhatsApp to Facebook/Instagram?

Linking is completely optional, but it offers benefits depending on where your customers are.

The short answer: No, but it's helpful

Linking is optional: Your WhatsApp Business works perfectly fine without connecting to Facebook or Instagram

But linking adds value: Customers can message you directly from your social media profiles without finding your number manually

### What linking Does & Doesn't

When you link WhatsApp to Facebook:

- ✅ Adds "Send Message" button to your Facebook Page
- ✅ Customers can message you without leaving Facebook
- ✅ All messages appear in your WhatsApp inbox
- ✅ Professional appearance (shows across platforms)

When you link WhatsApp to Instagram:

- ✅ Adds WhatsApp contact option to your profile
- ✅ Shows your WhatsApp number on Instagram
- ✅ Followers can message you directly
- ✅ Increases contact options (more touchpoints)

What linking does NOT do:

- ❌ Does not create separate Facebook Messenger or Instagram DM system
- ❌ Does not force you to use Facebook/Instagram messaging
- ❌ Does not integrate your Facebook page with WhatsApp backend
- ❌ All messaging still happens in WhatsApp (one inbox)

### Decision tree: Should I link?

```ts
Do you have a Facebook Page for business?
├─ YES → Link it? (Makes contacting you easier for Facebook users)
│  └─ Especially if: lots of traffic from Facebook ads or organic page
│
└─ NO → Skip Facebook linking

Do you have an active Instagram business account?
├─ YES → Link it? (Followers can message you directly)
│  └─ Especially if: Instagram is your main social channel
│
└─ NO → Skip Instagram linking

Do most of your customers use social media?
├─ YES → Link both platforms (multiple entry points = more sales)
└─ NO → WhatsApp alone is enough
```

### Example scenarios

\*\*Scenario 1: Fashion e-commerce on Instagram\*\*\\
You should link: Instagram is your main platform, followers expect to contact you there\\
Benefit: Instagram followers see WhatsApp button, click, and order\\
Setup time: 5 minutes\\
Cost: Free

\*\*Scenario 2: Local salon in small town\*\*\\
You might skip: Customers already know your phone number, limited Instagram following\\
Alternative: Just share wa.me link in Instagram bio\\
Setup time: 2 minutes\\
Cost: Free

\*\*Scenario 3: B2B consulting\*\*\\
You should link: LinkedIn + website more important than Facebook/Instagram\\
Alternative: Add wa.me link to website and email signature\\
Setup time: 2 minutes per channel\\
Cost: Free

\*\*Scenario 4: Large retail chain\*\*\\
You should link: Both Facebook and Instagram\\
Also: Facebook ads with "Click to WhatsApp" button\\
Setup time: 15 minutes\\
Cost: Free (ads cost separate)

### Pros and cons of linking

| Aspect | Pros | Cons |
| --- | --- | --- |
| Convenience for customers | ✅ Easy to find and contact | ❌ Not necessary if they know number |
| Setup effort | ✅ Takes 5 minutes | ❌ (Really minimal con) |
| Cost | ✅ Free | ❌ None |
| Multiple platforms | ✅ Presence across channels | ❌ More to manage |
| Message volume | ✅ Might increase inquiries | ❌ More messages to handle |
| Professional look | ✅ Shows you're serious | ❌ Not a major advantage |

### If you do link, best practices

- Be consistent: Use same profile picture across platforms
- Update simultaneously: If you change your business hours, update all platforms
- Monitor all channels: Ensure WhatsApp number is correct on Facebook and Instagram
- Test the links: Verify "Send Message" button works on Facebook, WhatsApp shows on Instagram
- Mention in posts: "Message us on WhatsApp!" in captions and stories
- Use both: Having WhatsApp button AND wa.me link in bio gives options
- Respond fast: When customers message from Facebook/Instagram links, reply quickly

### If you don't link, still be reachable

- Add wa.me link to Instagram bio
- Add your WhatsApp number to Facebook About section
- Include WhatsApp link in email signature
- Share QR code on your website
- Mention "Message us on WhatsApp" in all content

Bottom line: Linking is optional and free. If it takes 5 minutes and might increase customer contact, why not?

## Is the WhatsApp Business App Free?

Yes, the app itself is completely free. But understanding where costs come from is important.

### What's free

100% Free:

- ✅ Downloading and installing the app
- ✅ Creating a WhatsApp Business account
- ✅ Setting up business profile (logo, description, hours)
- ✅ Creating catalog and adding products
- ✅ Creating quick replies and templates
- ✅ Broadcasting to your contact list
- ✅ Sending messages to customers
- ✅ Receiving messages
- ✅ All messaging features (media, files, voice messages)
- ✅ Linking to Facebook, Instagram, website
- ✅ Creating QR codes
- ✅ Backing up chats

Forever free (no hidden charges):\\
The core WhatsApp Business app will always be free\\
Meta makes money from other ways (ads, data insights, enterprise products)\\
You will never be charged subscription fee for basic app

### Where costs

1. \*\*WhatsApp conversation charges (if you upgrade to API)\*\*\\
   When you use WhatsApp Business API (not the app), you pay per conversation\\
   Example: ₹1–3 per conversation depending on type\\
   But if using just the app? No charges\\
   This only applies to API, not app
2. \*\*Your internet/data plan\*\*\\
   Messages travel through internet (WiFi or mobile data)\\
   Your carrier charges for data (not WhatsApp)\\
   Same as any other messaging app
3. \*\*Click-to-WhatsApp ads (optional)\*\*\\
   If you run Facebook/Instagram ads with "Click to WhatsApp" button, you pay for the ads\\
   Not WhatsApp charging; it's Facebook ad cost\\
   Example: ₹500/day ad budget\\
   Ads are optional; you don't have to run them
4. \*\*Meta Verified (optional subscription)\*\*\\
   Paid feature (₹1,000–2,000/month)\\
   Gives blue checkmark and extra device connections\\
   Optional; most small businesses don't need it\\
   You choose to subscribe
5. \*\*Third-party integrations (optional)\*\*\\
   If you use platforms like Chakra Chat with the API, those charge\\
   But the free app doesn't require any paid integration

### Cost breakdown

**Small salon using WhatsApp Business app:**

```ts
WhatsApp Business app: ₹0/month (FREE)
Internet/data: ₹499/month (you'd pay anyway)
WhatsApp-specific cost: ₹0/month ✅ ZERO
```

Total WhatsApp cost: ₹0

**Growing e-commerce with ads:**

```ts
WhatsApp Business app: ₹0/month (FREE)
Facebook ads (Click-to-WhatsApp): ₹15,000/month (optional, your choice)
Internet/data: ₹499/month (you'd pay anyway)
WhatsApp-specific cost: ₹0/month ✅ ZERO
```

Total WhatsApp cost: ₹0\\
Total ad spend: ₹15,000 (optional)

**Large business using API:**

```ts
WhatsApp Business API (via Chakra Chat): ₹2,000/month (required for API)
Per-message charges: ₹0.50–3 per message (for bulk)
Internet/data: ₹999/month
Meta Verified: ₹1,500/month (optional)
```

Total WhatsApp cost: ₹3,500+/month\\
But you get: unlimited team, automation, integrations

### Key point: Free is not limited

The fact that WhatsApp Business app is free doesn't mean you're limited:

- ✅ Catalog for selling (up to 500 items)
- ✅ Broadcasting to 10,000+ contacts
- ✅ Quick replies and automation
- ✅ Team device linking (up to 5)
- ✅ All messaging features
- ✅ Professional business profile
- ✅ No watermarks or ads in your chats

Most small businesses make thousands of dollars using the free app.

### When do you start paying?

You pay when you:

- Upgrade to API: Need team access, integrations, advanced automation
- Buy ads: Run Facebook/Instagram ads (your choice, optional)
- Subscribe Meta Verified: Want blue checkmark (optional)
- Use premium integrations: Third-party platforms like Chakra Chat

You never pay when you:

- ✅ Use just the app
- ✅ Send messages
- ✅ Upload catalog
- ✅ Broadcast to contacts
- ✅ Receive messages

### Pro tips for keeping costs zero

- Stick with the app: Unless you need API features, the app is sufficient and free
- Organic growth first: Build customer base without ads
- Share links: Use wa.me links and QR codes instead of paid ads (free)
- Skip Meta Verified: Unless you have 100,000+ followers or impersonation issues
- Avoid third-party platforms initially: Learn the app first
- Manage your data: Use WiFi for backup/updates to save mobile data

## How Many Devices Can I Connect to My Account?

This is important for team collaboration and working from different locations.

### Device limits by account type

Standard WhatsApp Business Account:

- ✅ Primary phone (where you registered)
- ✅ Up to 4 additional linked devices
- Total: 5 devices maximum

With Meta Verified subscription:

- ✅ Primary phone
- ✅ Up to 9 additional linked devices
- Total: 10 devices maximum

### What counts as a device?

Devices you can link:

- ✅ Secondary smartphone (Android or iPhone)
- ✅ Tablet (iPad, Android tablet)
- ✅ Computer (via WhatsApp Web or Desktop app)
- ✅ Any device with internet

Does NOT count:

- ❌ Your primary phone (always connected)
- ❌ Devices you temporarily logged into (unless you save the link)

### How to link additional devices

1. Open WhatsApp Business Settings\\
   Tap Settings (gear icon)\\
   Go to Linked devices or Connected devices\\
   Tap "Link a device" or "+"
2. You see QR code\\
   A QR code appears on your primary phone
3. On the device you want to link (secondary)\\
   Open WhatsApp Business\\
   Go to Settings → Linked devices\\
   Tap "Scan code" or "Link device"\\
   Point camera at the QR code on primary phone
4. Scan and confirm\\
   Camera scans the code\\
   Devices sync\\
   Secondary device is now linked\\
   You can use WhatsApp Business on both devices simultaneously
5. Repeat for additional devices\\
   Each device goes through same process\\
   Scan QR code from primary\\
   Up to 4 secondary devices (standard) or 9 (Meta Verified)

### Device setup example

Scenario: Small team with 3 people

```ts
Primary device: Owner's phone (where account was created)
Linked device 1: Owner's tablet (at home office)
Linked device 2: Manager's phone (replies during day)
Linked device 3: Support person's tablet (backup support)
Linked device 4: Computer/laptop via WhatsApp Web (team view)
```

Total: 5 devices active (max for standard)\\
Each person can see same chats, templates, catalog\\
Everyone replies from same account\\
Customers don't see who replied (shows as one business)

### WhatsApp Web vs. Desktop app

You have two ways to use WhatsApp on computer:

**WhatsApp Web (in browser):**

- ✅ Free
- ✅ Works in any web browser (Chrome, Safari, Firefox, Edge)
- ✅ No installation needed
- ✅ Instant access
- ⚠️ Requires phone to stay connected

**WhatsApp Desktop app:**

- ✅ Download app (desktop.whatsapp.com)
- ✅ Looks more professional
- ✅ Can use independently (phone can be offline, sometimes)
- ✅ Better performance on slower internet

Choose: Web for simplicity, Desktop for reliability

### Tips for managing multiple devices

- Name your devices: Label each (e.g., "Home Office", "Store", "Manager's Phone")
- Keep devices secure: Password-protect secondary devices
- Log out when done: If using shared/public computer, always log out
- Organize by role: Owner on phone + tablet, manager on phone, support on Web
- Test access: Verify all linked devices can send messages
- Unlink unused: Remove devices you don't use anymore
- Check security: Regularly review linked devices (Settings → Linked devices)
- Document: Keep list of who has which device linked

### Unlinking a device

If you want to remove a device:

1. Open Linked devices\\
   Go to Settings → Linked devices
2. Find the device to remove\\
   Long-press the device name or tap "..." menu
3. Tap "Unlink" or "Disconnect"\\
   Confirm removal\\
   Device loses access immediately\\
   That device can no longer access WhatsApp Business account

### Pro tips for teams

- Start with 1–2 devices: Don't overcomplicate initially
- Scale as you grow: Add devices as team grows
- Consider API if 5+ devices needed: Upgrade to WhatsApp Business API instead
- Clear naming: "Manager-iPhone" better than "Device 1"
- Security: Don't link public/shared devices (use Web instead)
- Separate accounts: If truly separate teams, consider separate accounts with different numbers

## WhatsApp Business App & API?

This is crucial to understand because they serve different business needs and have very different costs.

### Quick comparison

| Aspect | WhatsApp Business App | WhatsApp Business API |
| --- | --- | --- |
| What it is | Mobile app | Technical integration/platform |
| Installation | Download from App Store/Play Store | Requires setup via platform (Chakra Chat, Twilio, etc.) |
| Users | 1 primary (up to 5 devices) | Unlimited team members |
| Cost | Free | ₹500–20,000+/month |
| Integrations | None (standalone) | CRM, e-commerce, helpdesk, inventory, etc. |
| Automation | Quick replies, templates only | Full chatbots, workflows, conditional logic |
| Bulk messaging | Manual/broadcast lists | Automated campaigns at scale |
| Learning curve | 5 minutes | 1–7 days |
| Best for | Small local businesses | Growing/large businesses |

### WhatsApp Business App explained

What it is: A free mobile app you download and use on your phone (like Instagram or Facebook)

How it works:

- You install on phone, register with number
- Chat with customers directly
- Use built-in features (catalog, quick replies, templates)
- Backup chats to cloud
- Maybe link to Facebook/Instagram

Example use:

```ts
Salon owner uses app on her phone
- Replies to customer chats
- Updates catalog with new treatments
- Sends broadcast to regular clients
- 100 chats/day, manageable on phone
Total cost: ₹0
```

Best for:

- Solo entrepreneurs
- Small local businesses (salons, shops, services)
- Anyone under ₹10 lakh annual revenue
- Non-technical founders

### WhatsApp Business API explained

What it is: A technical API (not a mobile app) that integrates WhatsApp into your business software

How it works:

- Connects to a platform like Chakra Chat, Twilio, or Meta's API
- Accessed via web dashboard (not app)
- Integrates with your CRM, website, inventory, etc.
- Customer places order on website → automatic WhatsApp confirmation
- Multiple team members manage from shared dashboard
- Advanced automation (chatbots, workflows)

Example use:

```ts
E-commerce business uses API via Chakra Chat
- Customer orders on website
- Automatic: "Order confirmed #ABC123"
- Automatic: Inventory updates
- Automatic: Customer logged in CRM
- Support team of 5 replies to questions from dashboard
- 1,000 chats/day, fully automated
- Chatbot handles 70% of questions
Cost: ₹3,000–5,000/month (plus per-message charges)
```

Best for:

- Growing/scaling businesses
- Multi-location enterprises
- Businesses with teams
- E-commerce with integrations
- Anyone doing 100+ chats/day

### Decision matrix: Which should I use?

```ts
START HERE ↓

Question 1: How many people manage WhatsApp?
├─ Just me → Continue
└─ 2+ people → Use API (must have team access)

Question 2: How many chats per day?
├─ Under 100 → App is fine
└─ 100+ → API (app reaches limit)

Question 3: Do you need integrations?
├─ No (standalone WhatsApp) → App is fine
└─ Yes (CRM, website, etc.) → API (required)

Question 4: Budget?
├─ Want free → App
└─ Can spend ₹500+/month → API possible

Question 5: Technical capability?
├─ Non-technical, want simple → App
└─ Have technical support → API possible

RESULT:
- All "App" = WhatsApp Business App ✅
- Any "API" = WhatsApp Business API 👉
```

### Cost comparison for real business

\*\*Small salon (20 customers/day):\*\*\\
With app: ₹0/month ✅\\
With API: ₹2,000+/month (overkill)\\
Choice: Use app

\*\*Growing online store (100+ customers/day):\*\*\\
With app: Reaching limits, slow replies\\
With API: ₹3,000/month for better service\\
Choice: Use API (worth the investment)

### Can you upgrade later?

Yes! You can start with app and upgrade to API:

- Months 1–3: Learn WhatsApp with free app
- Month 4: Hitting limits (team wanted, integrations needed)
- Month 5: Upgrade to API (same phone number, smooth transition)
- Month 6+: Scaling with API

No data loss, no restart. Everything transfers.

### Pro tips for choosing

- Start lean: Begin with free app
- Grow into API: Upgrade when you hit limits
- API for teams: If hiring soon, consider API
- Budget: If unsure, try app first (it's free)
- Tech support: Ensure someone can help with API setup if considering

Bottom line: App is perfect for small businesses. API is for businesses ready to scale and integrate WhatsApp with their entire ecosystem.

## Where Can I Find More Help?

Knowing where to find resources is important when you get stuck or want to deepen your knowledge.

### Official WhatsApp resources

\*\*WhatsApp Help Center:\*\*\\
URL: faq.whatsapp.com\\
Search thousands of articles\\
Topics: Setup, features, troubleshooting, policies\\
Available 24/7\\
Free

\*\*In-app help:\*\*\\
Open WhatsApp Business\\
Go to Settings → Help\\
Browse FAQs by topic\\
Fastest way to find answers

\*\*WhatsApp Business Blog:\*\*\\
URL: whatsappbusiness.com/blog\\
Latest features, tips, case studies\\
Industry-specific guides\\
Updated regularly

### Community & forums

\*\*Meta Business Community:\*\*\\
URL: facebook.com/business/community\\
Ask questions, others answer\\
Meta reps monitor and respond\\
Solutions for common issues\\
Free

\*\*WhatsApp Community Forum:\*\*\\
Available in some regions\\
Connect with other businesses\\
Share best practices\\
Find solutions from peers\\
Free

### Additional resources

\*\*YouTube tutorials:\*\*\\
Search "WhatsApp Business tutorial" or "WhatsApp Business tips"\\
Channels: Official Meta, Creator Education, Business guides\\
Visual learning of features\\
Free

**Third-party learning platforms:**

- Udemy: WhatsApp Business courses (₹200–500)
- LinkedIn Learning: Business messaging courses
- Skillshare: WhatsApp automation tutorials\\
  Paid but comprehensive

### Advanced support

\*\*Meta Business Support:\*\*\\
URL: facebook.com/business/help\\
More detailed than FAQ\\
Can contact support for urgent issues\\
Some responses require paid Meta Verified

\*\*WhatsApp Business Platform developers:\*\*\\
If using API: docs.developers.facebook.com/whatsapp\\
API documentation\\
Code examples\\
Technical support\\
For developers only

### Quick reference guides

Official WhatsApp checklists:

- Getting started checklist
- Best practices for messaging
- Policy compliance guide
- Onboarding guide\\
  Available in Help Center

This wiki:\\
You're reading comprehensive guide now!\\
Covers basics to advanced topics\\
Business-friendly language\\
Free resource

### Help for common issues

| Problem | Where to find help |
| --- | --- |
| "How do I start?" | In-app Help → Getting Started |
| "Messages not sending" | WhatsApp Help Center → Messaging issues |
| "Account restricted" | In-app Help → Account issues → Appeal |
| "How to sell with catalog?" | Official blog or in-app Help |
| "Quality rating is low" | Help Center → Quality rating |
| "Template rejected" | Help Center → Template guidelines |
| "How to run ads?" | Facebook Ads Help Center or Meta Business |
| "Technical error" | In-app Help → Report a problem |

### Pro tips for finding help

- Search before asking: 90% of questions already answered
- Use exact error message: Search the error text, usually finds solution
- Check official sources first: Official docs are most reliable
- Ask in communities: Other businesses might have same issue
- Search this wiki: 99% of common questions answered here
- Try support last: In-app support is slower; use after trying self-help
- Document your issue: When contacting support, be specific
- Keep links: Bookmark useful articles for future reference

### Getting the most from Help Center

Search strategy:

- Use specific keywords: "template approval time" not "templates"
- Include error message if you have one
- Use quotes for exact phrases: "24-hour window"
- Try different words: "restrict" vs. "ban" vs. "locked"

Browse by category:

- Getting Started: New to WhatsApp Business
- Chats & Messaging: How to send, receive, organize
- Business Tools: Catalog, quick replies, templates
- Account & Privacy: Security, data, account management
- Billing & Payments: Costs, charges, subscriptions
- Policies: Rules, compliance, prohibited items

### When to upgrade to paid resources

Consider paid learning if you:

- Run high-volume business needing advanced features
- Plan to use WhatsApp Business API (more technical)
- Need certification or formal training
- Want structured course vs. scattered articles

Free resources usually enough if you:

- Running small business with app only
- Learning at your own pace
- Prefer self-study and articles
- Have access to communities for questions

## Summary: Common Questions Checklist

After reading this FAQ section, you should know:

- ✅ Multiple accounts: Yes, if different numbers
- ✅ Linking to social media: Optional but helpful
- ✅ Cost: Completely free for app (optional paid features exist)
- ✅ Device connections: Up to 5 (or 10 with Meta Verified)
- ✅ App vs. API: App for small, API for growing businesses
- ✅ Where to find help: Official Help Center, communities, this wiki

You now have answers to the most common questions and know where to find help when you need it.

## Final thoughts

You've now learned everything needed to:

- ✅ Set up a professional WhatsApp Business account
- ✅ Manage your business profile and team
- ✅ Sell through catalogs and shopping carts
- ✅ Communicate with customers at scale
- ✅ Integrate with Facebook, Instagram, and your website
- ✅ Grow using QR codes, links, and ads
- ✅ Protect your data with backups and security
- ✅ Understand when to upgrade to advanced tools
- ✅ Troubleshoot problems and find help

### Your next steps

- Week 1: Set up profile, enable backups, practice features
- Week 2–4: Start attracting customers (QR codes, links, social media)
- Month 2: Add catalog if selling, create broadcast list
- Month 3: Review what's working, optimize
- Month 6: Consider ads if budget allows
- Month 12: Evaluate if you need WhatsApp Business API

### Remember

- WhatsApp Business is free, powerful, and ready to scale
- Most small businesses never need to upgrade
- Start simple, add features as you grow
- Focus on customer experience above all
- Backup your data regularly
- Stay compliant with policies
- Have fun building your business

### Where to go from here

- Troubleshooting: Return to specific sections if issues arise
- Deep dives: Re-read sections as you implement features
- Official help: Use WhatsApp Help Center for policy questions
- Upgrading: Return to "App vs. API" section when ready to scale

Your WhatsApp Business is now set up for success. Good luck, and welcome to millions of businesses worldwide using WhatsApp to communicate with customers.

---

URL: https://chakrahq.com/help/learning-centre/meta-business-manager/commerce-catalog-management.md.md

# Commerce and Catalog Management

Meta's Commerce and Catalog Management tools, accessible through Commerce Manager and integrated with Meta Business Suite, enable businesses to showcase, sell, and advertise products across Facebook, Instagram, and other Meta platforms. This section provides an overview and practical guidance for setting up and maintaining these features to drive e-commerce growth.

## Introduction to Catalogs and Shops

Catalogs and Shops are core components for e-commerce on Meta platforms. A catalog acts as a centralized container that stores detailed information about your products, such as descriptions, prices, images, and inventory levels, allowing you to advertise or sell items seamlessly across Meta technologies like Facebook and Instagram. Shops, on the other hand, provide a customizable digital storefront where customers can browse and purchase products directly within the apps, enhancing user experience and conversion rates. These tools are managed primarily through Commerce Manager, a dedicated interface within Meta Business Suite that offers features for product management, order fulfillment, and performance tracking. Catalogs support various product types (e.g., online, offline, or services) and integrate with ad campaigns for dynamic product ads, while Shops can be set up on Facebook Pages or Instagram profiles to reach broader audiences. To get started, ensure your business has a verified Meta Business Suite account, as this unlocks access to these features without needing separate setups for each platform.

## Creating and Managing Product Catalogs

Creating a product catalog is the first step to enabling product-based advertising and sales. Begin by navigating to Commerce Manager within Meta Business Suite. Select "Online products" as the catalog type (the default for e-commerce), choose a business portfolio to associate it with, and name your catalog for easy identification. Alternatively, from Meta Business Suite Settings, go to "Data sources" > "Catalogs" > "Add" > "Create a new catalog."

For management:

- **Adding Products**: Use manual entry for small inventories, upload data feeds (e.g., CSV or XML spreadsheets) for bulk additions, or connect via partner platforms like Shopify or Google Merchant Center. In Commerce Manager, access the "Catalog" tab to edit items, update details, or organize into collections.
- **Editing and Organizing**: Group products into sets or collections for targeted promotions. Enable automatic approvals for team members to add items if needed.
- **Monitoring**: View catalog health in Commerce Manager or Business Suite, including item counts, sync status, and performance metrics. For advanced tools, open the catalog directly in Commerce Manager from Business Suite. Regularly update your catalog to reflect inventory changes and comply with Meta's policies.

## Connect Catalogs to Facebook/Instagram Shops

Once your catalog is created, connect it to Shops to enable product tagging, shopping features, and direct sales on Facebook and Instagram. Start by setting up a Shop in Commerce Manager: If you lack a Facebook Page or catalog, create them during setup. Ensure your catalog meets eligibility requirements, such as having valid product data and complying with commerce policies.

**Connection Steps:**

1. In Commerce Manager, select your Shop and go to "Settings" > "Business assets."
2. Connect your Facebook Page or Instagram business account by selecting "Add" and linking the relevant profiles.
3. Associate the catalog: Under "Catalog," select your existing catalog or create a new one if needed.
4. For Instagram-specific connections, verify your Instagram account in Business Suite and enable Shopping features in the app settings.
5. Customize your Shop: Add collections, set up checkout options (e.g., on Meta or via your website), and preview the storefront.

This integration allows products to appear in feeds, stories, and ads, with options for third-party syncs like Shopify to automate updates. Test the connection by tagging products in posts to ensure visibility.

## Assigning Access to Managers

Proper access assignment ensures team collaboration while maintaining security. Access can be managed at the catalog or commerce account level in Meta Business Suite or Commerce Manager.

**For Catalogs:**

1. Go to Meta Business Suite Settings > "Data sources" > "Catalogs."
2. Select your catalog, then click "Assign people" or "Assign partners."
3. Add users by email or search, and assign roles like Admin (full edit), Editor (manage items), or Viewer (read-only).

**For Commerce Managers:**

1. In Meta Business Suite, navigate to Settings > "Accounts" > "Commerce accounts."
2. Select the commerce account, then assign access to individuals or partners with specific permissions (e.g., manage orders, view insights).

For broader management, use Commerce Manager directly: Go to Settings and configure roles for catalogs, shops, or assets.

Revoke access anytime by removing users from the list. Ensure assignees have appropriate Business Suite permissions to avoid conflicts, and use partner assignments for agencies or external collaborators.

## Basic Troubleshooting for Catalog Issues

Catalog issues can arise from data errors, policy violations, or sync problems. Start troubleshooting in the Commerce Manager for detailed diagnostics.

**Common Issues and Fixes:**

- **Products Not Showing in Ads or Shops**: Go to Catalog > Products > Filters > Select issues (e.g., errors or warnings). Review and fix rejected items, such as missing images or invalid prices.
- **Policy Violations**: Navigate to Catalog > Items > Filters > Issues > View rejected products. Update items to comply with Meta's commerce policies (e.g., prohibited items).
- **Image or Feed Errors**: Check for missing/invalid images in Catalog > Issues. Re-upload high-quality images or validate feed formats (e.g., ensure CSV columns match requirements).
- **Sync Problems**: Force a manual sync in Commerce Manager > Data Sources. Clear filters or check connections if using integrations like Shopify.
- **Access/Visibility Issues**: Verify catalog connections in Settings > Business assets. Ensure no duplicate catalogs or outdated permissions.

If issues persist, use Meta's Help Center or contact support with error details. Regularly audit your catalog to prevent recurring problems.

---

URL: https://chakrahq.com/help/learning-centre/whatsapp-business-api/insights-reporting.md.md

# Insights & Reporting

In the competitive landscape of 2026, data-driven decisions are essential for optimizing customer engagement on WhatsApp. The WhatsApp Business API provides robust insights and reporting tools to help businesses track performance, refine strategies, and manage costs effectively. Whether you're monitoring message delivery, analyzing conversations, or evaluating template effectiveness, these features offer actionable intelligence without requiring technical expertise. Platforms like Chakra Chat integrate seamlessly with the API, enhancing these insights with user-friendly dashboards and automations. This section explores key reporting areas, tailored for business managers aiming to boost ROI and customer satisfaction.

## Messaging Analytics

Messaging analytics focus on the core of your WhatsApp interactions, providing visibility into how messages are sent, received, and engaged with. This helps identify bottlenecks, such as high undeliverable rates, and optimize communication flows.

- **Key Metrics**: Track sent messages, delivered messages, read receipts, and undelivered or failed messages. For instance, delivery rates indicate network issues or blocked numbers, while read rates show customer interest levels.
- **How to Access**: Available through Meta Business Suite or API-integrated tools. Filter by time periods (daily, weekly, monthly) and message types (text, media, templates).
- **Business Benefits**: Use these insights to improve campaign timing—e.g., if deliveries peak during evenings, schedule sends accordingly. Providers like Chakra Chat aggregate this data into visual reports, helping you spot trends like seasonal engagement spikes.
- **Example Use Case**: A retail business notices 15% undelivered messages due to outdated contacts; they clean their list, boosting overall efficiency.

These analytics are free and update in near real-time, ensuring you stay agile in your messaging strategy.

## Conversation Analytics

Conversation analytics go beyond individual messages to examine entire customer interactions, revealing patterns in dialogue volume, quality, and outcomes. This is crucial for support teams and sales funnels.

- **Key Metrics**: Include conversation volumes (total chats initiated), average response time, resolution time, customer satisfaction (CSAT) scores, most-discussed topics (via keyword analysis), and agent performance (e.g., chats handled per agent).
- **Categorization**: Break down by conversation type—service (inquiries), marketing (promotions), utility (updates), or authentication (verifications). Track drop-off points where customers stop responding.
- **How to Access**: Via Meta's Graph API or partner platforms. Data is available for up to 90 days, with options for custom filters like user location or device type.
- **Business Benefits**: Identify high-engagement topics to inform content creation, or flag slow response times to train staff. For example, if resolution time averages 30 minutes, aim to reduce it with quick replies or bots.
- **Integration Tip**: Chakra Chat's dashboard visualizes these metrics in charts, allowing export to tools like Google Analytics for deeper cross-channel insights.

By leveraging conversation analytics, businesses can enhance customer experiences, reducing churn and increasing loyalty.

## Pricing Analytics

Understanding costs is vital for budgeting in high-volume messaging. Pricing analytics provide transparency into charges, helping you forecast and optimize spending.

- **Key Metrics**: Breakdown of billable messages (e.g., templates outside service windows), total costs per category (marketing vs. utility), and free allowances used. Includes per-message rates based on recipient country and accruals toward volume discounts.
- **How It Works**: Each message includes a "pricing\_analytics" tag in reports, showing if it's billable, the pricing model (Per-Message Pricing since July 2025), category, and applied tier.
- **Access and Tools**: Available in Meta Business Suite billing sections or via API queries. Partner platforms summarize monthly invoices with visualizations.
- **Optimization Strategies**: Monitor free entry points (72-hour windows from ads) to maximize no-cost messaging. Track shifts in costs after rate updates (e.g., January 2026 changes: lower marketing rates in France/Egypt, higher in India).
- **Chakra Chat Advantage**: Automate cost alerts and simulations to predict bills based on planned campaigns, ensuring you stay within budget.

This feature empowers cost-effective scaling, with no additional fees for basic pricing insights.

## Volume Tier Information

Volume tiers reward high-usage businesses with discounted rates, applied at the portfolio level across all WhatsApp Business Accounts (WABAs).

- **Structure**: Tiers unlock for Utility and Authentication templates based on monthly charged message volumes in specific markets (e.g., India-Utility). Tiers are progressive: Tier 1 after a set threshold (varies by category/region), up to higher tiers for millions of messages.
- **How Tiers Work**: Accrual aggregates across WABAs; once a tier is reached, lower rates apply retroactively to all qualifying messages that month. Resets monthly at midnight in the WABA's timezone.
- **Notifications**: Webhooks (since October 2025) alert when a new tier is unlocked, including details like bounds and effective period.
- **Key Details**: Only charged templates count; free messages (in customer service windows or free entry points) don't contribute. Tiers are category- and market-specific.
- **2026 Updates**: New volume discounts for North America utility/authentication; quarterly rate adjustments (Jan, Apr, Jul, Oct).
- **Business Impact**: A mid-sized e-commerce firm sending 100,000 utility messages monthly could save 20-30% via tiers, making scaling affordable.

Monitor progress via pricing analytics to strategically increase volumes and unlock savings.

## Template Analytics

Templates are pre-approved messages for proactive outreach, and their analytics reveal performance to refine content.

- **Key Metrics**: Sent count, delivered, read, and replied rates per template. Track overall usage and effectiveness across campaigns.
- **Granularity**: View data by individual template, including A/B test comparisons (e.g., which version gets more replies).
- **Access**: Through Meta's analytics endpoints or provider dashboards. Data retention is typically 30-90 days, with daily aggregations.
- **Best Practices**: Analyze high-performing templates for common elements (e.g., concise CTAs) and pause underperformers to maintain quality scores.

## Limitations

While powerful, analytics have boundaries to ensure privacy and efficiency:

- **Data Retention**: Limited to 90 days for most metrics; older data requires external archiving.
- **Granularity**: Aggregated daily; no real-time per-user tracking to comply with privacy rules.
- **Scope**: Excludes app-only features (e.g., no sync with WhatsApp Business App stats unless in Coexistence mode).
- **Availability**: Basic analytics free, but advanced segmentation may require premium provider plans.
- **Regional Variations**: Some metrics unavailable in restricted countries (e.g., no detailed tracking in sanctioned regions).

These ensure compliant use, but tools like Chakra Chat extend capabilities with custom reports.

## Template Analytics Cost and Click...

Template analytics include cost breakdowns and click tracking for interactive elements, helping measure ROI.

- **Costs**: Basic template analytics are free via Meta; however, detailed reports or historical data may incur provider fees (e.g., $10-50/month for advanced dashboards). No per-query charges, but high-volume API calls could add indirect costs.
- **Click Tracking**: For buttons, links, or quick replies in templates—track clicks, conversions (e.g., to purchases), and engagement. Metrics include click-through rates (CTR) and downstream actions.
- **Benefits**: Identify top-CTR templates to replicate success; e.g., a "Shop Now" button with 25% CTR drives more sales.
- **Access**: Enabled by default; query via API for custom periods.

## Disabling Button Click Analytics

For privacy or compliance reasons, you can disable click tracking on buttons:

- **How to Disable**: In template creation or editing (via Meta Manager or API), opt out of analytics for specific interactive elements. This prevents data collection on clicks but still allows basic send/deliver metrics.
- **Use Cases**: Sensitive industries (e.g., healthcare) where extra tracking isn't needed.
- **Impact**: Reduces data volume but limits insights; re-enable anytime without losing historical data.

## Call Analytics

With the WhatsApp Business Calling API (introduced July 2025), businesses can now initiate voice calls for sales or support, and analytics track these interactions.

- **Key Metrics**: Call volume, duration, connection rates, drop-offs, and outcomes (e.g., conversions post-call). Includes agent performance and customer feedback.
- **How It Works**: Similar to messaging—data available in Meta Suite, filtered by call type (outbound/inbound).
- **Benefits**: Measure lead nurturing efficiency; e.g., if calls convert 40% better than chats, prioritize them.
- **Limitations**: Calls are API-only (no app integration yet); analytics free but require Calling API access.
- **Chakra Chat Integration**: Supports call logging and combined reporting with messaging for holistic views.

These insights transform WhatsApp from a messaging tool into a full analytics powerhouse, driving informed growth. For effortless access, Chakra Chat's platform consolidates all metrics, helping you act on data quickly. Check Meta's resources for setup and stay ahead in 2026.

---

URL: https://chakrahq.com/help/learning-centre/meta-business-manager/business-information-security-verification.md.md

# Business Information, Security, and Verification

Maintaining accurate business information, robust security measures, and proper verification is essential for protecting your Meta Business Manager account, unlocking advanced features, and ensuring compliance with Meta's policies. This section covers how to manage your business details, the importance of verification, identity and authentication setups, the Security Center, and best practices for admins. These elements help prevent unauthorized access, enable higher ad spending limits, and support seamless operations across Meta platforms. Always use official documents and keep information up-to-date to avoid delays or restrictions. Access most of these features via Business Settings or the Security Center in Meta Business Suite.

## Business Info

**legal name, address, tax info**

Your business information forms the foundation of your Meta Business Manager account, used for verification, payouts, and compliance. It includes details like your legal name, address, phone number, website, and tax information, which must match official records to prevent issues during verification or payments. Keeping this accurate helps Meta confirm your legitimacy and enables features like ad billing or Audience Network earnings.

Key Components:

- **Legal Name**: The official registered name of your business (e.g., as on your incorporation documents). Avoid abbreviations or DBAs here unless they match legal records.
- **Business Address**: A physical mailing address (not a P.O. box for verification purposes). Include street, city, state, ZIP code, and country.
- **Phone Number**: A verifiable business phone capable of receiving calls or texts for confirmation codes.
- **Website**: Your official domain (HTTPS preferred), which should display business details like name and contact info for verification matching.
- **Tax Info**: Includes Tax ID (e.g., EIN in the US, VAT number elsewhere), required for payouts, ad billing, or tax forms like W-9/W-8BEN. For Meta Audience Network or ad revenue, submit forms via the Payouts section.

How to Update:

1. Log in to Meta Business Suite at business.facebook.com.
2. Go to **Business Settings** (gear icon) > **Business Info** or **Business Portfolio Info**.
3. Click **Edit** next to the relevant section (e.g., My Info for name/email, Business Details for address/phone/website).
4. Enter or update details—e.g., for tax info, navigate to **Payments** > **Tax Information** and upload forms if needed.
5. Save changes; some updates (like name or country post-verification) may require re-verification and can't be changed freely.

Tips: Use a business email for communications. If you're a sole proprietor, your personal details may suffice, but consult tax advisors. Inaccurate info can lead to payout delays or account restrictions. For verified businesses, changes to core details like legal name or tax ID are limited to maintain integrity.

## Business verification Requirement

Business verification is Meta's process to confirm your business is legitimate, using official documents and details. It's not the same as getting a blue checkmark on Pages (that's Page verification) but focuses on the business portfolio level to enhance trust, security, and access to features. Verification helps prevent fraud and is increasingly required as Meta tightens policies.

Why It's Needed:

- **Unlock Advanced Features**: Access higher ad spending limits (e.g., from $50/day to unlimited), create more ad accounts (up to 10+), use developer tools, or integrate WhatsApp Business API for higher tiers.
- **Compliance and Security**: Required for sensitive ads (e.g., social/political), billing options, credit lines, or if Meta flags unusual activity. It reduces restrictions on new accounts and ensures adherence to privacy laws.
- **Business Growth**: Essential for agencies managing clients, e-commerce with Shops, or high-budget campaigns. Without it, you may face spend caps, ad disapprovals, or limited asset sharing.

When It's Needed:

- Prompted by Meta (e.g., via notifications for "Verification Required" when logging in or running ads).
- For scaling: If you're hitting spend limits, using WhatsApp for business, or advertising regulated topics.
- Not every account needs it immediately—small businesses or low-spend users may operate without, but it's recommended for future-proofing.

Overview of Process:

1. Go to **Security Center** > **Start Verification**.
2. Enter business details (name, address, phone, website—must match docs).
3. Choose method: Phone/email code, domain verification, or upload documents (e.g., business license, utility bill, tax forms).
4. Submit for review (1-14 days; check status in Settings).
5. If rejected, appeal with better docs.

Eligibility: Must be the portfolio owner with accurate info. Start early to avoid campaign interruptions.

## Identity confirmation & 2FA

Identity confirmation and two-factor authentication (2FA) are key security layers in Meta Business Manager, ensuring only authorized users access your portfolio. Identity confirmation verifies who you are (e.g., via ID docs), while 2FA adds a second step beyond passwords for login. These protect against hacks, especially for admins handling sensitive assets.

**Identity Confirmation**:

- Required for certain ads (e.g., social issues, elections) or if Meta suspects issues.
- Process: In Settings > Security and Login > Confirm Identity. Upload government ID (e.g., passport, driver's license) or business docs. Meta reviews and notifies you.
- Why: Confirms you're a real person/business, preventing fake accounts.

**Two-Factor Authentication (2FA)**:

- A code sent via app, text, or email each login, even after password entry.
- Setup:

1. Go to **Meta Business Suite** > **Settings** > **Business Portfolio Info** > **Business Options**.
2. Under Two-Factor Authentication, click the dropdown > **Require for Everyone** (or select users).
3. Choose method: Authenticator app (e.g., Google Authenticator—recommended), SMS, or security key.
4. Follow prompts to verify and save backup codes.

- For managed Meta accounts: Access via work.meta.com/accounts\_center > Security > Two-Factor Authentication.
- Troubleshooting: If codes don't arrive, check phone/email settings or use recovery codes. For lost access, submit identity review via support.

Enable 2FA immediately—it's mandatory for high-security features and can be enforced portfolio-wide to block non-compliant users.

## Security Center overview

The Security Center in Meta Business Manager is a dedicated hub for monitoring and enhancing your account's protection. It centralizes tools for verification, authentication, and risk management, helping safeguard assets like Pages, ad accounts, and data from threats. Accessible via Meta Business Suite, it's designed for admins to proactively address vulnerabilities.

Key Features:

- **Business Verification**: Start or check verification status here to unlock features (see 6.2).
- **Two-Factor Authentication Management**: Enable, enforce, or troubleshoot 2FA for users.
- **Account Health and Alerts**: View security scores, recent logins, and notifications for suspicious activity.
- **Access Controls**: Review and revoke user/partner permissions; manage domain verification for ad safety.
- **Activity Logs**: Audit changes to settings, assets, or logins for compliance.
- **Additional Tools**: Domain verification, brand safety settings, and resources for hacking recovery.

How to Access:

1. In Meta Business Suite, go to **Settings** > **Security Center** (left menu).
2. Explore sections like Verification, Authentication, or Security Checks.
3. Use prompts to fix issues, e.g., "Start Verification" or "Enable 2FA."

The center emphasizes prevention—regular visits can improve your security posture and reduce hack risks.

## Admin and Security Best Practices

As an admin in Meta Business Manager, you hold the keys to your business's digital assets, so following security best practices is vital to prevent breaches, data loss, or account disables. These guidelines focus on proactive management, regular audits, and minimal access principles.

Core Best Practices:

- **Enforce 2FA**: Require it for all users via Business Options; remove non-compliant access.
- **Limit Admins and Access**: Use least privilege—grant employee roles over full control; remove ex-employees immediately.
- **Regular Audits**: Every 90 days, review People/Partners lists; close inactive ad accounts; check activity logs for anomalies.
- **Secure Credentials**: Use strong, unique passwords; avoid public email domains for users; enable login alerts.
- **Asset Management**: Group assets logically; verify domains; remove unused integrations or apps.
- **Backup and Recovery**: Have multiple admins; store backup codes securely; prepare for hacks by knowing Meta's support paths.
- **Compliance**: Align with policies—e.g., no shared logins; use Business Manager instead of personal accounts.

For agencies: Conduct quarterly access reviews and use partner sharing. Monitor Security Center scores and act on recommendations. If hacked, change passwords, revoke access, and report to Meta. These habits minimize risks and support scalable, secure operations.

---

URL: https://chakrahq.com/help/learning-centre/whatsapp-business-api/whatsapp-business-api-glossary.md.md

# WhatsApp Business Platform (API) - Glossary

## Core Concepts & Platform Structure

1. **WhatsApp Business Platform (WBP) / WhatsApp Business API:** The official, cloud-based API provided by Meta that allows medium to large businesses to communicate with customers at scale. It's the programmable backbone for tools like the WhatsApp Business App and Business Manager.
2. **WhatsApp Business Account (WBA):** The official business identity on WhatsApp, registered and verified by Meta. It's required to use the API.
3. **Business Solution Provider (BSP):** A third-party company (e.g., Twilio, MessageBird, 360dialog) authorized by Meta to provide access to, manage, and support the WhatsApp Business API for businesses. Most businesses access the API through a BSP.
4. **Phone Number (Business Phone Number):** The dedicated number used for business messaging. Must be unique (cannot be used on the standard WhatsApp app simultaneously) and can be a standard long code (e.g., +1 234-567-8900) or, in some cases, a toll-free number.
5. **Display Name:** The public-facing name of your business as shown to users in their chat list and during conversations. Subject to Meta's approval and naming policies.
6. **Business Profile:** The informational card users see when they click on your business name. It can contain your website, address, email, description, and category. Managed via the API or BSP dashboard.
7. **Meta Business Manager (BM):** The central hub for managing business assets on Meta (Facebook, Instagram, WhatsApp). It's where you create your WhatsApp Business Account, assign phone numbers, manage roles, and view insights.
8. **System User:** A special type of user account within Business Manager with specific permissions (e.g., "WhatsApp Administrator") used to securely connect your BSP or backend systems to the WhatsApp platform via API access tokens.

## Messaging & Communication

1. **Message Types:**

- **Session Messages (User-Initiated / Business-Initiated within 24-hour window):** Messages sent in response to a user's message within the 24-hour customer service window.
- **Template Messages:** Pre-approved, structured message formats used to send notifications or initiate conversations outside the 24-hour window (e.g., shipping updates, appointment reminders, login codes). Cannot be used for marketing/promotions within the 24-hour session.
- **Authentication Templates:** A specific category of templates for sending one-time passcodes (OTPs) for login, verification, etc.
- **Utility Templates:** Templates for facilitating a specific, agreed-upon transaction or update related to an ongoing transaction (e.g., post-purchase notifications, bank alerts).
- **Marketing Templates:** Templates for promotions or offers, requiring explicit user opt-in. Subject to the strictest approval criteria.

2. **Quality Rating (Phone Number Quality):** A metric (Green, Yellow, Red) assigned by Meta based on user feedback, block rates, and spam reports. Affects messaging limits and template approval.
3. **Conversation:** A 24-hour messaging session initiated by either a user message or a business using an approved template. All subsequent messages within that window are "session messages."
4. **Message Templates:** The pre-approved message structures mentioned above. They contain:

- **Header, Body, Footer:** The structured components.
- **Buttons:** Can be **Quick Reply** buttons (text responses) or **Call-to-Action (CTA)** buttons (linking a URL or phone number).
- **Variables/Dynamic Parameters:** Placeholders (`{{1}}`) in templates populated with unique information for each user (e.g., `{{name}}`, `{{order_number}}`).
- **Category:** Must be selected upon creation (AUTHENTICATION, UTILITY, MARKETING).
- **Language & Localization:** Templates can be created and approved in multiple languages.

5. **Interactive Messages:** Features that enhance user engagement:

- **Quick Replies:** Pre-defined text response buttons (up to 3) that users can tap to send a specific message.
- **List Messages:** A menu of up to 10 options (with sections) that users can select from.
- **Reply Buttons:** Similar to quick replies but used within template messages.
- **CTA Buttons:** "Visit Website" or "Call Number" buttons in templates.

6. **Media Support:** Types of files that can be sent/received: **Images, Video, Audio, Documents (PDF, spreadsheets, etc.), Stickers.**

## Pricing & Metrics

1. **Conversation-Based Pricing:** The current pricing model. Businesses are charged per **conversation**, not per message. A conversation includes all messages exchanged in a 24-hour session from the initiating message.
2. **Conversation Categories:** Each conversation is categorized for billing:

- **User-Initiated:** Started by a user messaging the business. Typically the highest rate.
- **Business-Initiated:** Started by a business using a template. Sub-categorized as **Marketing**, **Utility**, or **Authentication**, each with different rates (Authentication is usually the lowest, Marketing the highest).

3. **WABA Tier:** A limit structure assigned to your phone number, determining how many unique customers you can initiate conversations with daily. Tiers are upgraded automatically by Meta based on volume and quality metrics.
4. **Rate Limits:** Controls on the number of messages that can be sent per second to prevent spam. Enforced per phone number.

## Technical & API Components

1. **Webhooks:** HTTP callbacks used by the WhatsApp platform (via your BSP) to notify your server of events in real-time (e.g., `messages`, `message_statuses`, `message_template_status_update`).
2. **API Endpoints:** The URLs provided by your BSP or Meta to perform actions like sending messages (`/messages`) or managing media (`/media`).
3. **Access Token:** A secure key (generated via Business Manager) used to authenticate API requests.
4. **Webhook Verification:** The initial handshake process where your server must respond correctly to a challenge from Meta/BSP to confirm the webhook endpoint is valid and owned by you.
5. **Message Statuses:** Updates on the lifecycle of a sent message, delivered via webhooks: `sent`, `delivered`, `read`, `failed`.
6. **Media ID & Media Handshake:** To send media, you must first upload the file to the API to get a `media_id`, which is then referenced in your message object. Similarly, media from users is accessed via a temporary URL.
7. **Backend Integration:** The process of connecting your company's systems (CRM, ERP, Helpdesk) to the WhatsApp Business API via a BSP to automate and manage communications.

## Policies, Compliance & User Experience

1. **Opt-in:** The explicit, documented permission a user must provide before a business can send them **marketing/promotional** messages via templates. Required by WhatsApp's policies.
2. **Opt-out:** The user's ability to stop receiving messages from a business by using a "STOP" keyword. Businesses must honor these requests immediately and are notified via a system message webhook.
3. **Report/Block:** User actions that directly impact a business's **Quality Rating**. A high rate of blocks/reports can lead to rate limiting or number banning.
4. **Commerce Policy / Acceptable Use Policy:** Meta's official rules governing what can and cannot be sold (e.g., restricted goods like alcohol, firearms, tobacco) and how businesses should communicate on the platform.
5. **Two-Step Verification (Customer):** An optional security feature where a business can require users to enter a 6-digit code (sent via SMS/call) before they can start a chat, helping to prevent spam and abuse.
6. **Message Guidelines:** Rules for template message content (e.g., no excessive punctuation, emojis, or vague calls-to-action like "Click here").

---

**Note:** This glossary covers the foundational terms. Specific BSPs may have additional proprietary features or slightly different naming conventions, but the core concepts defined here are universal to the official WhatsApp Business Platform.

---

URL: https://chakrahq.com/help/learning-centre/meta-business-manager/troubleshooting-and-common-issues.md.md

# Troubleshooting and Common Issues

Meta Business Suite (encompassing features from the former Meta Business Manager) can encounter various operational hurdles as your business scales or changes. This section addresses frequent problems, including access denials, asset disputes, billing glitches, verification roadblocks, and support pathways. Drawing from official Meta resources and user experiences, we'll outline diagnostic steps and resolutions to minimize downtime.

## Access issues

**Cannot See Page/Ad Account/Business**

Access issues often stem from unassigned assets, missing permissions, account restrictions, or setup errors in Meta Business Suite. Common scenarios include not seeing a Page, ad account, or entire business portfolio after login, which could result from incomplete asset transfers, role mismatches, or verification pending.

**Troubleshooting Steps:**

- Verify your login: Ensure you're using the correct Meta account linked to the business. If using a personal profile, switch to Business Suite view.
- Check assignments: In Settings > Users > People, select your name and confirm you're assigned to the asset (e.g., ad account) with appropriate roles like Admin or Editor. Re-assign if needed, even if it appears active.
- Request access: For Pages, go to Settings > Accounts > Pages > Add > Request shared access, then enter the Page name or URL. For ad accounts, use Settings > Accounts > Ad accounts > Add > Request access to an ad account.
- Clear browser issues: Try incognito mode, clear cache/cookies, or a different browser/device to rule out local glitches.
- For connection errors (e.g., Instagram to Business Suite): Ensure the asset isn't already owned by another portfolio and retry linking via Settings > Business assets.

If the asset shows as "already owned" but inaccessible, it may indicate an ownership conflict—proceed to the next subsection. Document errors for support escalation.

## Asset Ownership Conflicts and Resolution

Ownership conflicts arise when assets like Pages, ad accounts, or Pixels are claimed by multiple business portfolios, often due to former employees, agencies, or transfer errors. This can lock you out or cause "unable to assign" messages.

**Resolution Paths:**

- Inventory assets: In Settings > Business assets, list all portfolios and identify duplicates or conflicting claims. Consolidate by transferring assets to your primary portfolio.
- Request transfer: If held by a former partner, ask them to release via Settings > Partners > Remove access, or request shared access from your end.
- Dispute via support: For Pages, use business.facebook.com/support > Get help with an ad account or Page > Page access > Submit admin dispute with proof (e.g., business docs, emails). For ad accounts or portfolios, contact Meta Business Support with ownership evidence like trademarks or incorporation papers.
- For content-related conflicts (e.g., in Rights Manager): Use the Disputes tab to confirm ownership within 7 days, providing reference files or usage proofs.

Preventive measures: Enforce strict access controls and remove unused portfolios to avoid future disputes.

Resolution may take 7-30 days; track via support tickets.

## Payment & Billing Problems

Billing issues in Meta Ads include failed payments, unexpected charges, low spending limits, or threshold mismatches, often due to card errors, policy violations, or account age.

**Common Fixes:**

- Failed payments: In Ads Manager > Billing & payments, add funds manually if on prepaid, or update card details. Meta retries automatically; check for insufficient funds or expired cards.
- Spending limits: Go to Payment settings > Ad account spending limit > Edit to increase or remove. For new accounts, spend consistently (e.g., $50/day) to build trust and auto-increase limits.
- Billing thresholds: Adjust in Payment settings > Payment threshold > Edit. Higher thresholds reduce frequent charges; verify identity to unlock increases.
- Invoice discrepancies: For monthly invoicing, review in Billing > Transactions; discrepancies may arise from taxes or ad delivery timing.
- Trigger reviews: Confirm payment method identity or raise limits via automated processes in Billing settings.

Monitor via Account Overview; contact support if limits persist after consistent spending.

## Business Verification or Policy Restriction Issues

Verification failures or policy restrictions can disable features like ads or Shops, often due to mismatched documents, spam flags, or eligibility errors in Meta Business Suite.

**Troubleshooting Steps:**

- Check eligibility: In Security Center > Start verification, review if you're "Ineligible" due to name mismatches (e.g., WhatsApp display vs. legal docs). Ensure docs match exactly.
- Resubmit verification: Provide clear legal docs (e.g., business license) and address rejection reasons like blurry images or outdated info.
- For restrictions: In Business Support Home > Account status overview > Select restricted account > Follow on-screen troubleshooting (e.g., confirm identity).
- Policy violations: Audit content for spam or harmful posts; appeal via the flagged notification or Support Home.
- For Meta Verified: Troubleshoot sign-up in Commerce Manager > Education > Contact support, selecting relevant topics.

Appeals may take weeks; maintain compliance to avoid recurrence.

## Where to Get Support and How to Escalate

Meta provides tiered support for Business Suite issues, from self-help resources to direct contact for verified accounts.

**Support Channels:**

- Self-help: Use Meta Business Help Center (facebook.com/business/help) for guides on ads, accounts, and troubleshooting. Report bugs via app settings > Help and Support > Report a Problem.
- Live chat/email: In Business Support Home (business.facebook.com/support), select your issue (e.g., ad account) for chat or case creation. Verified businesses get priority.
- Escalation: For open cases, reply with more details or use "Escalate" if available. For urgent issues like restrictions, file reviews in Support Home. Community forums (e.g., Reddit or Meta's groups) can offer peer advice, but official escalation is via support tickets.
- Specialized help: For Commerce/Shops, use Commerce Manager > Education > Contact support. Phone support is limited to high-spend accounts.

Provide detailed screenshots and logs when escalating; response times vary from hours to days.

---

URL: https://chakrahq.com/help/learning-centre/meta-business-manager/ad-accounts-campaign-structure.md.md

# Working with Ad Accounts and Campaign Structure

Optimizing ad accounts and campaign setups in Facebook Business Manager (now part of Meta Business Suite) empowers businesses to run efficient ads on Facebook and Instagram. This guide covers essential steps for setup, management, and security, helping boost ad performance, cut costs, and refine targeting. Key SEO terms like "Meta ad account setup" and "Facebook campaign structure tips" make this resource valuable for marketers scaling their strategies.

## Creating and Configuring Ad Accounts

- **Prerequisites**: Link a Facebook Page to your Business Manager and verify business details to comply with Meta policies and avoid restrictions.
- **Access the Dashboard**: Log into Meta Business Manager, go to Business Settings > "Accounts" > "Ad Accounts."
- **Choose Creation Option**:
- Create a new ad account for standalone campaigns.
- Claim an existing one if it's already active but unlinked.
- Request access for shared accounts in agency-client setups.
- **Configure Essentials**: Set currency, time zone, and business info to align with your operations for accurate billing and reports.
- **Set Limits and Alerts**: Add spending caps and notifications to control budgets and prevent overspending.
- **Awareness Tip**: Skipping verification can cause ad disapprovals—always double-check to maintain account health.
- **SEO Benefit**: Proper setup supports consistent ad runs, aiding searches like "how to create Facebook ad account efficiently."

## Payment Methods, Billing, and Invoices

- **Available Options**: Choose from credit/debit cards (Visa, Mastercard, etc.), PayPal, bank direct debit, or local methods like Boleto.
- **Add a Method**: In Business Settings or Ads Manager, navigate to "Billing & Payments" > "Add Payment Method" and select your preferred option.
- **Apply for Invoicing**: For high-volume users, switch to monthly invoicing by qualifying and linking a credit line for postpaid billing.
- **Manage Cycles**: Set thresholds (e.g., $250–$750) and enable autopay to avoid pauses from late payments.
- **Review and Download**: Access invoices in the billing section for reconciliation and dispute resolution.
- **Awareness Tip**: Monitor history regularly to catch errors early, preventing unexpected charges or holds.
- **SEO Benefit**: Reliable billing enables sustained campaigns, relevant for queries like "Facebook ad payment methods guide."

## Ads Manager vs. Business Manager

- **Ads Manager Role**: Tactical focus on creating, editing, and analyzing ads within one account—ideal for quick metrics like CTR.
- **Business Manager Role**: Strategic oversight for multiple accounts, Pages, and teams—perfect for scaling and collaboration.
- **Key Differences**:
- Ads Manager: Single-account ad tools (objectives, creatives, tracking).
- Business Manager: Asset management (Pages, Pixels) and permissions across entities.
- **When to Use Each**:
- Solo users: Start with Ads Manager for simplicity.
- Growing businesses: Shift to Business Manager for integration and security.
- **Awareness Tip**: Mixing the two can lead to chaos—organize early to prevent access issues.
- **SEO Benefit**: Clarifies tools for searches like "Ads Manager vs Business Manager differences."

## Campaign, Ad Set, and Ad Structure

- **Hierarchy Overview**:
- Campaign: Top-level objective (e.g., awareness, conversions) to guide optimization.
- Ad Set: Mid-level targeting (audiences, budgets, schedules, placements).
- Ad: Bottom-level creatives (images, headlines, CTAs) for testing.
- **Building Steps**:
- Define campaign goal based on business needs.
- Create ad sets for segmented audiences and bid strategies.
- Design multiple ads per set for A/B testing variations.
- **Best Practices**: Use one campaign per objective; test ad sets for efficiency.
- **Awareness Tip**: Overlaps in structure waste budgets—consolidate winners for better ROI.
- **SEO Benefit**: Structured ads enhance performance, tying into "Facebook ad structure best practices."

## Shared Audiences & Assets

- **Benefits**: Share custom audiences, lookalikes, Pixels, or catalogs to save time and ensure data consistency.
- **Setup Partnership**: In Business Settings > "Partners," add another Business Manager ID to enable sharing.
- **Share Audiences**: Go to Audiences section, select item, click "Share," and input target ad account IDs.
- **Share Assets**: Under "Data Sources," assign access to Pixels or catalogs similarly.
- **Control and Revoke**: Ownership stays with the source; revoke anytime for security.
- **Awareness Tip**: Share only with trusted partners to avoid data risks—audit permissions often.
- **SEO Benefit**: Enhances cross-account targeting, useful for "sharing audiences in Meta Business Manager."

## Access Control for Ad Accounts

- **Role Options**: Assign levels like Admin (full access), Advertiser (campaign edits), or Analyst (view-only).
- **Manage Access**: In Business Settings > "Accounts" > "Ad Accounts," select account > "Assign People" or "Partners."
- **Add Users**: Enter emails or IDs, then select appropriate roles based on needs.
- **Adjust or Remove**: Use Ads Manager for quick tweaks; revoke via Business Settings.
- **Agency Workflow**: Request access from clients to keep accounts separate.
- **Awareness Tip**: Apply least-privilege to prevent breaches—conduct regular audits.
- **SEO Benefit**: Secure controls build trust, aligning with "Meta ad account access management."

---

URL: https://chakrahq.com/help/learning-centre/meta-business-manager/advanced-use-cases.md.md

# Advanced Topics

Meta Business Suite offers advanced features for scaling operations, integrating with external systems, and ensuring compliance. This section explores structuring multiple business entities, tool comparisons, data management principles, and API integrations to enhance automation and efficiency.

## Multiple Business Managers

**When and How to Structure Them**

In Meta Business Suite, what was formerly known as "Business Managers" is now referred to as "business portfolios." These allow organizations to centralize and manage assets like Pages, ad accounts, Instagram profiles, and catalogs. Using multiple portfolios is ideal for complex setups, such as agencies handling client accounts, enterprises with distinct brands or subsidiaries, or separating test environments from production to maintain security and organization. For instance, a marketing agency might create one portfolio per client to isolate permissions and data, while a global company could use separate portfolios for regional operations to comply with local regulations.

**When to Use Multiple Portfolios:**

- Agency or Multi-Client Management: To segregate client assets and prevent cross-access issues.
- Brand Separation: For conglomerates with independent brands, ensuring tailored ad strategies and reporting.
- Compliance and Testing: To isolate high-risk activities or meet data residency requirements.
- Scalability: If a single portfolio becomes unwieldy (e.g., exceeding practical limits on users or assets), though Meta imposes no hard caps beyond personal creation limits.

Note: Individuals can create up to 2 business portfolios personally, but there's no limit on how many you can join or manage as a user.

**How to Structure and Create Them:**

1. Log into Meta Business Suite and navigate to Settings > Business settings.
2. Under "Business portfolios," click "Create business portfolio" (or "Add" if accessing via an existing one).
3. Enter details like business name, email, and address—ensure accuracy for verification.
4. Add assets: Go to Accounts > Select type (e.g., Pages) > Add or create new ones, assigning them to the portfolio.
5. Assign users: In Users > People, add team members or partners with role-based access (e.g., Admin for full control).

For migration: If transferring from another portfolio, request access or use partner sharing to move assets without disruption.

Structure hierarchically: Use one primary portfolio for core operations and subsidiaries for specialized needs. Regularly audit via Business History to avoid overlaps.

## Meta Business Suite vs. Business Manager

Meta Business Suite is the evolved, unified platform that integrates and replaces the legacy Business Manager interface, providing a comprehensive hub for managing marketing across Facebook, Instagram, and Messenger. As of 2026, Business Manager redirects to or is accessible within Suite, with Suite offering a more streamlined experience for content creation, messaging, ads, and insights. Other tools like Ads Manager or Commerce Manager complement Suite by focusing on specific functions but lack its holistic overview.

**Key Differences and Use Cases:**

- **Meta Business Suite**: Best for teams or businesses needing an all-in-one dashboard. Use it for scheduling posts, responding to messages, running ads, and viewing cross-platform analytics. Ideal if you have multiple people collaborating, as it supports role-based access and portfolio management. Switch from legacy views via the "All tools" menu.
- **Business Manager (Legacy)**: Now embedded in Suite, it was the original tool for asset and permission management. Use it if you're accustomed to its interface, but transition to Suite for modern features like mobile app support and enhanced security overviews.
- **Other Tools**:
- Ads Manager: Focused on ad creation, targeting, and reporting—use for detailed campaign optimization, but access via Suite for broader context.
- Commerce Manager: For product catalogs and Shops—integrate with Suite for unified e-commerce management.
- Events Manager: Handles tracking and pixels—use alongside Suite for data insights.
- Creator Studio: Legacy for content scheduling; Suite has largely absorbed this.

Choose Suite for daily operations and team workflows; fallback to specialized tools for deep dives. For Page-specific tasks, best practices include requesting access directly in Suite to avoid conflicts.

## Data Governance and Consent Management

Data governance in Meta Business Suite involves policies and tools to ensure ethical data handling, compliance with regulations like GDPR and CCPA, and user privacy. At a high level, it focuses on controlling data collection, storage, sharing, and deletion while obtaining explicit consent for activities like ad targeting or messaging. Consent management ensures users opt-in for data use, mitigating risks from privacy changes (e.g., iOS tracking prompts) via features like Aggregated Event Measurement.

**Key Principles and Tools:**

- **Governance Framework**: Define internal policies for data access (e.g., role-based permissions in Suite) and audit trails via Business History. Use Limited Data Use to restrict processing for users in regulated regions.
- **Consent Mechanisms**: Implement opt-in prompts in apps or websites for tracking (e.g., via Meta Pixel). For ads about social issues, ensure disclaimers and authorizations to comply with election or policy ad standards.
- **Data Tools**: Leverage Conversions API for server-side data sharing to enhance targeting while respecting privacy signals. Monitor compliance in Security Center and use first-party data strategies for resilient governance.

Best Practices: Regularly review data flows, train teams on Meta's Data Policy, and integrate with external CRMs for consent syncing. Focus on transparency to build trust and avoid restrictions.

This high-level approach prioritizes user control; consult legal experts for tailored compliance.

## Working with APIs

**Marketing API, WhatsApp Business API, etc**

Meta's APIs enable programmatic access to features like ad management and messaging, allowing automation and integration with custom systems. Key ones include the Marketing API for ads and the WhatsApp Business API (part of Business Messaging) for customer interactions. These are Graph API-based, requiring developer registration and access tokens.

**Overview and Getting Started:**

- **Marketing API**: Automates ad creation, targeting, and reporting across Meta platforms. Use for bulk campaigns or custom dashboards. Features include Click to WhatsApp ads for seamless messaging transitions.
- **WhatsApp Business API**: Facilitates business messaging, including templates, flows, and conversions tracking. Host via Cloud API (Meta-managed) or On-Premises for data control.
- **Other APIs**: Conversions API for event sharing; Business Messaging for unified Instagram/Messenger/WhatsApp.

**High-Level Steps to Work with APIs:**

1. Register as a developer at developers.facebook.com and create an app.
2. Add products (e.g., Marketing API) in the app dashboard and generate access tokens via system users in Business Suite.
3. Implement endpoints: Use Graph API calls (e.g., POST to create ads) with authentication.
4. Test in Graph API Explorer; handle rate limits and errors.

For WhatsApp: Set up a business account, verify numbers, and use Flows for interactive messages.

Consult Meta's developer docs for code samples; partner with Solution Providers for complex setups.

---

URL: https://chakrahq.com/help/learning-centre/meta-business-manager/best-practices-and-governance.md.md

# Best Practices and Governance

Meta Business Suite provides robust tools for managing digital marketing at scale, but effective governance ensures security, compliance, and efficiency. This section outlines recommended structures, checklists, considerations for regulated sectors, and organizational strategies to optimize your setup.

## Business Account Structure

**Recommended Business Account Structure for Teams/Agencies**

For teams and agencies, structuring your Meta Business Suite involves creating business portfolios (formerly Business Managers) to organize assets like Pages, ad accounts, and Pixels. Agencies often use multiple portfolios—one per client—to isolate data and permissions, while internal teams might consolidate into a single portfolio with role-based access for collaboration. This prevents cross-client data leaks and simplifies audits.

**Key Recommendations:**

- **Single Portfolio for Small Teams**: Centralize all assets in one portfolio for simplicity. Assign roles like Admin (full control), Editor (content management), Advertiser (ad campaigns), or Analyst (reporting only) to team members.
- **Multiple Portfolios for Agencies**: Create a separate portfolio per client or brand. This allows client-specific ad strategies, such as dedicated ad accounts with spending limits, and easy handovers. Limit personal creations to 2 portfolios, but join unlimited others.
- **Ad Account Structure**: Use a 2-campaign model for scalability—e.g., one for prospecting (broad audiences) and one for retargeting (warm leads). Within campaigns, group ad sets by audience segments (e.g., interests, lookalikes) and test 2-5 ads per set. For larger agencies, launch "challenger" ad sets to scale winners.
- **Implementation Steps**:

1. In Meta Business Suite Settings, create portfolios and add assets via "Accounts" > "Add."
2. Assign partners/clients through "Users" > "Partners" for shared access without ownership transfer.
3. Enable features like Meta Verified for priority support in agency setups.

- **Best Practices**: Conduct quarterly audits to remove inactive users, use LTV-focused monetization for ads, and integrate with tools like Meta Business Suite for scheduling and insights. This structure supports growth while maintaining control.

## Access and Security Checklists

Security in Meta Business Suite protects against unauthorized access and data breaches. Use the Security Center for features like two-factor authentication (2FA), business verification, and activity monitoring.

**Access Checklist:**

- Verify all users have appropriate roles (e.g., no unnecessary Admins).
- Ensure assets are assigned correctly in Settings > "Accounts."
- For agencies, request access via Meta Business Suite or tools like Leadsie for automated sharing.
- Enable notifications for login attempts and changes.

**Security Checklist:**

- **Setup Phase**: Enable 2FA for all users in Security Center > "Authentication." Verify your business portfolio with legal docs to unlock features.
- **Ongoing Maintenance**: Run quarterly audits: Review "Users" > "People/Partners" to remove ex-employees; check Business History for anomalies.
- **Advanced Protections**: Use system users for API access; limit partner permissions to specific assets. Comply with data privacy laws like GDPR/CCPA via built-in tools.
- **Final Agency Checklist**: Client owns assets; use secure sharing; document all access grants.

Regularly review these checklists to safeguard your accounts.

## Compliance considerations

**Industries with Stricter Rules**

Regulated industries like finance, healthcare, and politics face additional scrutiny in Meta Business Suite due to data privacy laws (e.g., HIPAA, GDPR) and ad policies. Meta restricts data sharing for sensitive categories, requiring explicit compliance to avoid account restrictions.

**Key Considerations:**

- **Healthcare**: Avoid collecting health data without consent; use privacy-first tracking (e.g., scrub sensitive info before sending to Meta). Comply with HIPAA by limiting pixel events and using Aggregated Event Measurement. New 2025 restrictions limit data for ads on health topics.
- **Finance/Insurance**: Prohibit misleading claims; require authorizations for credit or insurance ads. Use Limited Data Use for CCPA compliance and avoid targeting based on financial status.
- **Other Regulated Sectors**: For gambling, dating, or alcohol, verify eligibility in Ads Manager. Political ads need disclaimers and identity confirmation. All industries must adhere to prohibited content rules (e.g., no scams, illegal products).
- **General Best Practices**: Review Meta's Ads Privacy & Data Security Center; ensure terms compliance when using tools like Conversions API. For global ops, align with regional laws (e.g., post-Brexit UK rules).

Consult legal experts and use Meta's compliance resources to stay updated.

## Naming Conventions and Documentation

Consistent naming in Meta Business Suite aids organization, tracking, and collaboration. Use templates for campaigns, ad sets, and ads to automate and standardize.

**Naming Conventions:**

- **Campaigns**: \\[Objective]\*\\[Audience]\*\\[Date/Version] (e.g., "Awareness\_Broad\_202601"). Include strategy like "Prospecting" or "Retargeting."
- **Ad Sets**: \\[Targeting]\*\\[Budget]\*\\[Placement] (e.g., "Lookalike\_50USD\_FB-IG"). Add details like "Mobile" or "Desktop."
- **Ads**: \\[Creative Type]\*\\[Variant]\*\\[Test Element] (e.g., "Image\_A1\_CopyTest"). Limit to 2-5 variants per set.
- **Other Assets**: For portfolios, use \\[Client/Brand]\*\\[Region] (e.g., "AgencyClient\_US"). Pixels: \\[Site]\*\\[Purpose] (e.g., "EcomSite\_Conversion").

**Setup in Meta**: In Ads Manager > "Name templates," create rules for auto-naming (e.g., include dates or objectives).

**Documentation Templates:**

- **Changelog Template**: Date | Change Type | Asset Affected | User | Reason (e.g., for audits).
- **Access Log**: User | Role | Assets | Last Review Date.
- **Campaign Brief**: Objective | Target Audience | Budget | KPIs | Naming Used.
- **Free Resources**: Use downloadable templates from sources like DataAlly for Excel-based trackers.

Adopt these for better scalability and error reduction.

---

1. Best Practices and Governance Meta Business Suite provides robust tools for managing digital marketing at scale, but effective governance ensures security, compliance, and efficiency. This section outlines recommended structures, checklists, considerations for regulated sectors, and organizational strategies to optimize your setup. 14.1 Recommended Business Account Structure for Teams/Agencies For teams and agencies, structuring your Meta Business Suite involves creating business portfolios (formerly Business Managers) to organize assets like Pages, ad accounts, and Pixels. Agencies often use multiple portfolios—one per client—to isolate data and permissions, while internal teams might consolidate into a single portfolio with role-based access for collaboration. This prevents cross-client data leaks and simplifies audits. Key Recommendations: Single Portfolio for Small Teams: Centralize all assets in one portfolio for simplicity. Assign roles like Admin (full control), Editor (content management), Advertiser (ad campaigns), or Analyst (reporting only) to team members. Multiple Portfolios for Agencies: Create a separate portfolio per client or brand. This allows client-specific ad strategies, such as dedicated ad accounts with spending limits, and easy handovers. Limit personal creations to 2 portfolios, but join unlimited others. Ad Account Structure: Use a 2-campaign model for scalability—e.g., one for prospecting (broad audiences) and one for retargeting (warm leads). Within campaigns, group ad sets by audience segments (e.g., interests, lookalikes) and test 2-5 ads per set. For larger agencies, launch "challenger" ad sets to scale winners. Implementation Steps: In Meta Business Suite Settings, create portfolios and add assets via "Accounts" > "Add." Assign partners/clients through "Users" > "Partners" for shared access without ownership transfer. Enable features like Meta Verified for priority support in agency setups. Best Practices: Conduct quarterly audits to remove inactive users, use LTV-focused monetization for ads, and integrate with tools like Meta Business Suite for scheduling and insights. This structure supports growth while maintaining control. 14.2 Access and Security Checklists Security in Meta Business Suite protects against unauthorized access and data breaches. Use the Security Center for features like two-factor authentication (2FA), business verification, and activity monitoring. Access Checklist: Verify all users have appropriate roles (e.g., no unnecessary Admins). Ensure assets are assigned correctly in Settings > "Accounts." For agencies, request access via Meta Business Suite or tools like Leadsie for automated sharing. Enable notifications for login attempts and changes. Security Checklist: Setup Phase: Enable 2FA for all users in Security Center > "Authentication." Verify your business portfolio with legal docs to unlock features. Ongoing Maintenance: Run quarterly audits: Review "Users" > "People/Partners" to remove ex-employees; check Business History for anomalies. Advanced Protections: Use system users for API access; limit partner permissions to specific assets. Comply with data privacy laws like GDPR/CCPA via built-in tools. Final Agency Checklist: Client owns assets; use secure sharing; document all access grants. Regularly review these checklists to safeguard your accounts. 14.3 Compliance Considerations (Industries with Stricter Rules) Regulated industries like finance, healthcare, and politics face additional scrutiny in Meta Business Suite due to data privacy laws (e.g., HIPAA, GDPR) and ad policies. Meta restricts data sharing for sensitive categories, requiring explicit compliance to avoid account restrictions. Key Considerations: Healthcare: Avoid collecting health data without consent; use privacy-first tracking (e.g., scrub sensitive info before sending to Meta). Comply with HIPAA by limiting pixel events and using Aggregated Event Measurement. New 2025 restrictions limit data for ads on health topics. Finance/Insurance: Prohibit misleading claims; require authorizations for credit or insurance ads. Use Limited Data Use for CCPA compliance and avoid targeting based on financial status. Other Regulated Sectors: For gambling, dating, or alcohol, verify eligibility in Ads Manager. Political ads need disclaimers and identity confirmation. All industries must adhere to prohibited content rules (e.g., no scams, illegal products). General Best Practices: Review Meta's Ads Privacy & Data Security Center; ensure terms compliance when using tools like Conversions API. For global ops, align with regional laws (e.g., post-Brexit UK rules). Consult legal experts and use Meta's compliance resources to stay updated. 14.4 Naming Conventions and Documentation Templates Consistent naming in Meta Business Suite aids organization, tracking, and collaboration. Use templates for campaigns, ad sets, and ads to automate and standardize. Naming Conventions: Campaigns: \\[Objective]\\[Audience]\\[Date/Version] (e.g., "Awareness\_Broad\_202601"). Include strategy like "Prospecting" or "Retargeting." Ad Sets: \\[Targeting]\\[Budget]\\[Placement] (e.g., "Lookalike\_50USD\_FB-IG"). Add details like "Mobile" or "Desktop." Ads: \\[Creative Type]\\[Variant]\\[Test Element] (e.g., "Image\_A1\_CopyTest"). Limit to 2-5 variants per set. Other Assets: For portfolios, use \\[Client/Brand]\\[Region] (e.g., "AgencyClient\_US"). Pixels: \\[Site]\\[Purpose] (e.g., "EcomSite\_Conversion"). Setup in Meta: In Ads Manager > "Name templates," create rules for auto-naming (e.g., include dates or objectives). Documentation Templates: Changelog Template: Date | Change Type | Asset Affected | User | Reason (e.g., for audits). Access Log: User | Role | Assets | Last Review Date. Campaign Brief: Objective | Target Audience | Budget | KPIs | Naming Used. Free Resources: Use downloadable templates from sources like DataAlly for Excel-based trackers. Adopt these for better scalability and error reduction.

---

URL: https://chakrahq.com/help/chat/faqs/faq-general-whatsapp-api/post-account-setup-faqs.md.md

### Can I send bulk messages to users who haven’t subscribed?

No. WhatsApp’s policies strictly forbid sending messages to users who haven’t explicitly opted in. Doing so can lead to your quality rating being lowered from **High** to **Medium** to **Low**, leading to restrictions on your connected number, resulting in throttling in sending template messages for a period of time. Repeated abuse could also lead to your WhatsApp Business being banned permanently.

**To stay compliant:**

- Manage opt-in via forms, checkboxes, or messages
- Use only approved templates
- Make sure your business is verified before bulk messaging

You can use **Click-to-WhatsApp ads** to get users to opt in by messaging first.

---

### How can I increase my Daily WhatsApp messaging limit?

WhatsApp automatically increases your messaging limits based on how well your business performs. You start with a limit of messaging **1,000 unique users per day**, and over time, WhatsApp may increase this to higher tiers like **10,000** or **100,000** users.

**To increase your limits:**

- Maintain high message quality (few spam reports)
- Encourage user engagement (replies, clicks)
- Avoid sending irrelevant or unsolicited messages
- Ensure proper opt-in processes

Track your messaging limit in your [**WhatsApp Business Manager**](https://business.facebook.com/latest/whatsapp_manager/messaging_limits).

---

### How can I prevent my WhatsApp account from being marked as spam?

To maintain healthy messaging quality and to avoid spam, it is important to follow these key guidelines:

- Send template messages **only** to recipients who have opted in
- Use **only approved message templates**
- Always include an **opt-out** in the footer messages → *to opt out reply STOP*
- Preferably add a button  -> “**Reply STOP" to unsubscribe**” or  “**STOP PROMOTIONS”**
- Monitor your **WhatsApp quality rating** in Meta Business Manager
- Send **relevant, personalized, and non-spammy** messages

**Chakra** helps track your engagement and block rates so you can maintain a good reputation.

Refer to this [**detailed list of messaging and template guidelines**](https://help.chakrahq.com/chat/getting-started/guidelines-for-bulk-messaging) to ensure a healthy quality rating and avoid spam.

---

URL: https://chakrahq.com/help/chat/faqs/faq-setup/account-status-changes.md.md

# Understanding WhatsApp Account Status Changes: Disconnection, Restrictions & Verification

**Applies to:** All WhatsApp Business Accounts (WABA) connected to Chakra Chat

From time to time, your WhatsApp Business Account may show a status change — a disconnection, a temporary restriction, or a rejected verification submission. These changes come directly from Meta (WhatsApp's parent company) based on how your account is used, not from anything Chakra does. This guide breaks down what each type of change means in plain terms and what, if anything, you need to do about it.

---

## 1. Why was my account disconnected?

If your number briefly loses its connection to Chakra, it's usually tied to how you're using the number on the WhatsApp Business App side (this mostly applies to accounts set up via Coexistence). Here's what each reason means:

| What happened | In plain terms | Raw value (seen in error logs) | Do you need to act? |
| --- | --- | --- | --- |
| **Account deleted or removed** | You (or someone on your team) deleted the WhatsApp account, or it was removed due to a policy enforcement action. | `ACCOUNT_DISCONNECTED` | Yes — you'll need to set the number up again from scratch if this wasn't intentional. |
| **Switched to a personal WhatsApp app** | The business number got registered on the regular consumer WhatsApp app instead of the Business App. | `BUSINESS_DOWNGRADE` | Yes — move the number back to the WhatsApp Business App and reconnect. |
| **Phone number changed** | You changed the phone number linked to this WhatsApp Business Account. | `CHANGE_NUMBER` | Yes — you'll need to reconnect using the new number. |
| **A linked device went inactive** | A secondary/companion device (like WhatsApp Web on a linked device) wasn't used for about 30 days. | `COMPANION_INACTIVITY` | No — just reconnect that companion device when convenient. |
| **Primary device went inactive** | The main phone with the WhatsApp Business App wasn't opened for about 14 days. | `PRIMARY_INACTIVITY` | Yes — open the WhatsApp Business App to restore the connection, then reconnect in Chakra if it dropped. |
| **Re-registered on a new device** | You or your team set up WhatsApp Business App fresh on a new phone. | `USER_RE_REGISTERED` | Yes — you'll need to reconnect the account to Chakra. |

You may also see a companion field showing who triggered the disconnection: `initiated_by: SYSTEM` (Meta's system took the action automatically, e.g. due to inactivity) or `initiated_by: USER` (you or your team took the action directly).

**Tip:** To avoid unexpected disconnections, open the WhatsApp Business App on your primary phone at least once every 2 weeks, even if you're managing conversations mainly through Chakra.

---

## 2. Why is my account restricted?

A restriction limits *specific* actions on your account — it's narrower than a full disconnection or ban. Meta applies these when it flags a policy concern. Each restriction comes with an expiry date, and sometimes with steps you can take to lift it early.

| Restriction | What you can no longer do | Raw value (seen in error logs) |
| --- | --- | --- |
| **Can't add new numbers** | Add another phone number to this WhatsApp Business Account. | `RESTRICTED_ADD_PHONE_NUMBER_ACTION` |
| **Calling disabled (both directions)** | Make or receive calls through WhatsApp. | `RESTRICTED_BIZ_INITIATED_AND_USER_INITIATED_CALLING` |
| **Can't start new conversations** | Message customers first — you can still reply if they message you within the active window. | `RESTRICTED_BIZ_INITIATED_MESSAGING` |
| **Outbound calling disabled** | Initiate calls to customers (inbound calls may still work). | `RESTRICTED_BUSINESS_INITIATED_CALLING` |
| **Can't reply to customers** | Respond to customer-initiated messages. | `RESTRICTED_CUSTOMER_INITIATED_MESSAGING` |
| **Utility template sending disabled (Direct Send)** | Send utility templates through the Direct Send feature. | `RESTRICTED_DIRECT_SEND_UTILITY_TEMPLATES` |
| **Inbound calling disabled** | Receive calls initiated by customers. | `RESTRICTED_USER_INITIATED_CALLING` |
| **Call button hidden** | Your call button is hidden from customers — usually because pickup rates were consistently low. | `RESTRICTED_USER_INITIATED_CALLING_CALL_BUTTON_HIDDEN` |
| **Can't create utility templates** | Create new utility message templates. | `RESTRICTED_UTILITY_TEMPLATES` |

**What you can do:**

- Restrictions are usually tied to messaging quality or policy compliance — check your account's quality rating in Meta Business Manager for context.
- If Meta provides specific remediation steps for your case, follow those exactly; they're the fastest path to resolution.
- Restrictions typically lift automatically once the expiry date passes, provided the underlying issue is resolved.

---

## 3. Why was my business verification rejected?

If you're going through Meta's partner-led business verification and it comes back rejected, here's what each reason means and how to fix it:

| Rejection reason | What went wrong | Raw value (seen in error logs) | How to fix it |
| --- | --- | --- | --- |
| **Address doesn't match** | The country in your submitted address doesn't match the country on your business profile. | `ADDRESS_NOT_MATCHING` | Update either your submission or your business profile so they match, then resubmit. |
| **Not eligible for this verification path** | Your business doesn't qualify for verification via partner-provided information. | `BUSINESS_NOT_ELIGIBLE` | You can still apply for verification directly with Meta instead. |
| **Legal name doesn't match** | The legal or business name in your submission doesn't match what's on your business profile (checked closely, including near-matches). | `LEGAL_NAME_NOT_MATCHING` | Correct the mismatch on either your submission or your profile, then resubmit. |
| **Legal name not found in documents** | The automated review couldn't find your business's legal name anywhere in the uploaded documents. | `LEGAL_NAME_NOT_FOUND_IN_DOCUMENTS` | Make sure the legal name is clearly stated and the document text is legible, then re-upload. |
| **Documents couldn't be processed** | The uploaded files were corrupted, password-protected, or in an unsupported format. | `MALFORMED_DOCUMENTS` | Re-upload using a standard, unlocked file format (e.g. PDF or image). |
| **Website doesn't match** | The website listed in your submission doesn't match the one on your business profile. | `WEBSITE_NOT_MATCHING` | Align the website on both, then resubmit. |
| **Submission not rejected** | Shown when the submission has no rejection to report. | `NONE` | No action needed. |

---

## Quick reference: what's the difference?

| Term | Scope | Raw event name (seen in error logs) | Typical cause |
| --- | --- | --- | --- |
| **Disconnection** | The number is no longer linked to Chakra at all. | `PARTNER_REMOVED` | Device inactivity, number change, re-registration, or account deletion. |
| **Restriction** | Specific actions are blocked; the account is still connected. | `ACCOUNT_RESTRICTION` | Policy or quality concerns flagged by Meta. |
| **Verification rejection** | Your business identity couldn't be confirmed for verified status. | `PARTNER_CLIENT_CERTIFICATION_STATUS_UPDATE` (status: `FAILED`) | Mismatched or unclear business details in your submission. |
| **Offboarding** | Number temporarily dropped due to a device change or re-registration. | `ACCOUNT_OFFBOARDED` | Switching phones or renumbering — not a policy issue. |
| **Reconnection** | Number successfully relinked after offboarding. | `ACCOUNT_RECONNECTED` | Automatic, once the device/number change settles. |

---

## Where to check your account's live status

- **Meta Business Manager → WhatsApp Accounts** shows current restrictions, ban status, and quality rating.
- **Chakra → Settings → Channels** reflects whether your number is currently connected.

If something looks off and doesn't match the explanations above, [reach out to support ](https://chakrahq.com/help/chat/getting-started/get-help-support#create-a-ticket-with-chakra)with your WABA ID so we can look into the specific event on Meta's side.

---

URL: https://chakrahq.com/help/chat/faqs/overage-billing.md.md

Each of Chakra Chat's pricing tiers comes with a set of fixed inclusions as listed below.

|  | Free | Starter | Growth | Advanced | Pro |
| --- | --- | --- | --- | --- | --- |
| Template Messages | 0 | 10000 | 25000 | 75000 | 300k |
| Extra TemplateMessage | - | $0.001 | $0.001 | $0.001 | $0.001 |
| Phone Numbers | 1 | 2 | 5 | 12 | 80 |
| Extra Phone Number | - | - | - | $3 | $2.5 |
| Users | 2 | 3 | 6 | 12 | 50 |

If your pricing plan is eligible for extra usage beyond what is allowed in your plan, then the cost of the overage will be deducted from your Wallet. 

### Wallet

In the billing section you can access your Credit Wallet. The Wallet allows you to top up credits which then can be used against billing overages which you incur while using this product.

**Please note** that Meta Conversation Charges are not charged from the wallet. The conversation charges are charged by Meta directly to your payment method configured against your WABA account.

### Phone Number Overages

The number of unique phone numbers for your account are counted per billing cycle. If any phone number has a Connected status in a given billing cycle, this is counted as a single unit in your count of phone numbers. 

**What happens when a new phone number is connected?**

When a new phone number is connected, or a previously disconnected phone number is re-connected then your connected phone number count for the current billing cycle is incremented. If you disconnect this phone number after a few days, the number will not be counted against the next billing cycle's overages. But it will be counted for the current billing cycle.

**How are overages charged at the beginning of a billing cycle?**

At the beginning of every billing cycle, the system counts the number of actively connected phone number. If the number of phone numbers is greater than what is allowed in your plan, we try to charge for the extra numbers from your wallet.

**What happens if wallet has insufficient funds but i have extra phone numbers?**

In this case the system will block the usage of the extra phone numbers for both incoming and outbound messages after a short grace period.

---

URL: https://chakrahq.com/help/chat/ecommerce-catalog/woocommerce-whatsapp-integration.md.md

**Overview**
If you have a WooCommerce Shop and want to send WhatsApp template messages on events like order created, dispatched, etc..., follow the steps below to install our Woo Commerce WhatsApp Notifications plugin.

![Woocommerce Plugin Setup Page](https://assets.pages.chakrahq.com/media/image.png)

## 1. Download and install plugin

You can download the plugin from the link below

[https://static-data.chakrahq.com/downloads/woocommerce-chakra-whatsapp/woocomerce-chakra-whatsapp-v\_1\_1\_1.zip](https://static-data.chakrahq.com/downloads/woocommerce-chakra-whatsapp/woocomerce-chakra-whatsapp-v_1_1_1.zip)

- The above link will download a zip folder containing the plugin code.
- Now go to your WooCommerce admin view
- From the navigation menu go to Plugins > Add Plugin
- From the top of the page click "Upload Plugin" which will open the file uploader
- Click "Choose File" and select the downloaded zip file
- This should install the plugin. After the installation is complete, click "Activate Plugin"

*See gif below for a demo of the steps*

![WooCommerce Install Plugin](https://assets.pages.chakrahq.com/media/woocommerce-install-plugin.gif)

## 2. Configure Plugin

You need to now configure the plugin before you can send notification messages

##### WooCommerce Plugin Page

From the left navigation bar go to WooCommerce > WhatsApp Notifications

You should now see the plugin page, where you have to configure 3 things

1. Access Token
2. WhatsApp Setup Plugin Id
3. WhatsApp Phone Number Id

##### Copy Configuration From Chakra WhatsApp Setup Page

- Open your Chakra Chat account and navigate to the WhatsApp Setup page
- Here click on the 2 dots from the top right corner of the page and click "Copy plugin id"
- Enter the plugin id from above and put it in the WooCommerce Plugin page under "Plugin Id
- Now click on the gear icon next to the "WhatsApp Phone Numbers" section
- This will open a drawer showing all the connected WhatsApp phone numbers
- Under the WhatsApp phone number you want to use is its WhatsApp Phone Number Id - Copy this id and enter it under "WhatsApp Phone Number Id" in the WooCommerce Plugin Page

##### Configure the Access Token

- Create an API key in Chakra by following this article - [https://help.chakrahq.com/chat/api-webhooks/create-an-api-key](https://help.chakrahq.com/chat/api-webhooks/create-an-api-key)
- Copy the Access Token from the newly created API Key
- Enter the access token under "Bearer Token" input in the WooCommerce Plugin page

After the configuration is saved, **please refresh the page once** and verify that the configuration is saved correctly

*See the gif below for a demo of these steps*

![WooCommerce Configure Plugin](https://assets.pages.chakrahq.com/media/woocommerce-configure-plugin.gif)

## 3. Test configuration

- Lets test the configuration to see if everything is working properly
- First, lets create a test message template without any tempalte variables
- You can create a message template from Chakra by following these steps - [https://help.chakrahq.com/chat/getting-started/create-a-message-template](https://help.chakrahq.com/chat/getting-started/create-a-message-template)
- Once the template is approved, come back to the WooCommerce Plugin page
- Here, in the left sidebar, under Test Notification, enter the template name
- Enter a test recipient phone number. The phone number should not hae any special characters like + ( ) or spaces. It should have the country code - Eg: 919923400822
- Click "Send Test Message" - If everything is configured successfully, you should receive a test WhatsApp message
- If not please review the configuration steps above and verify if everything is configured correctly

*See the gif below for a demo of these steps*

![WooCommerce Test Notification](https://assets.pages.chakrahq.com/media/woocommerce-test-notification.gif)

## 4. Configure a notification

Currently you can configure WhatsApp notifications for the following events

- Order Placed
- Order Status Changed To Pending Payment
- Order Processing
- Order Status Changed to On Hold
- Order Completed
- Order Cancelled
- Order Refunded
- Order Failed
- Order Shipped/Dispatched

**To configure any notification follow the steps below**

1. Change the toggle for an event to active
2. Then open the config for that event
3. Choose a WhatsApp template name from the list
4. If there are any template variables, they will be listed below
5. Provide placeholder values for each template variable. For eg: provide the value {order\_id} against the Order Id template variable
6. If there is any header image for the template message, provide a public url to the image under "Header Image"
7. Click "Save Settings" below

*See the gif below for a demo of these steps*

![WooCommerce Configure Order Notification](https://assets.pages.chakrahq.com/media/woocommerce-configure-order-notification.gif)

---

URL: https://chakrahq.com/help/chat/ecommerce-catalog/shopify-plugin-integration.md.md

Overview:

You can configure Shopify Store notification on WhatsApp using Chakra Chat Shopify Webhook Plugin.

### Create Shopify Plugin

- Go to Plugins in Chakra [Admin -> Plugins](https://app.chakrahq.com/admin/plugins)
    - Click on `⊕ Add Plugin`
    - Search for `Shopify Webhooks` plugin
- Name the Shopify plugin and click **Add** 

![add_shipify_plugin_chakra_admin](https://assets.pages.chakrahq.com/media/add_shipify_plugin_chakra_admin.png)

The Shopify Webhook Plugin is now created.

### Access the Shopify Plugin

- [Access the Plugin](https://app.chakrahq.com/admin/plugins) created from the plugin list
- In the Plugin Page, `Shopify Config` tab

![Chakra_Shopify_Plugin](https://assets.pages.chakrahq.com/media/Chakra_Shopify_Plugin.png)

- Use the particular Webhooks listed to Configure the webhooks in your shopify store
- In the Rule tab, configure the rules to handle received webhook events

![Chakra_Shopify_Webhook_Plugin](https://assets.pages.chakrahq.com/media/Chakra_Shopify_Webhook_Plugin.png)

### Configure Webhooks in Shopify

- Copy the use case webhook in Chakra Shopify plugin
- Go to your [Shopify Store Admin](https://admin.shopify.com/) 
    - Click on `⚙️ Settings`
    - Search for `Webhook` in the search bar. Click on Webhook page
- Click on ⊕ Create webhook to add a new webhook

![Shopify_Webhook_Page](https://assets.pages.chakrahq.com/media/Shopify_Webhook_page.png)

- Configure the Webhook settings
    - **Event** (As per use case order creation or Order fulfilled, etc )
    - **Format** (JSON)
    - **URL** (use the Copied Chakra Webhook from Chakra Shopify Plugin page)
    - **Webhook API version** (choose latest one)

![Shopify_Webhook_Add](https://assets.pages.chakrahq.com/media/Shopify_Webhook_Add.png)

- Add more webhooks for other use cases

**Note: Create separate webhooks for each of your shopify notification use case**

### Configure Inbound Event Rules in Chakra

- Click on Add Another
- Configure the Rule
    - Triggering Event Type (Order Created, Fulfillment Created, etc.)
    - Action Type (Send WhatsApp Message, Add to Campaign, etc.)
    - Whatsapp Phone Number (customer.phone)
    - Message Channel
        - Select Plugin (Default plugin if only 1 WhatsApp Connector added)
        - From Phone Number (WhatsApp Phone Connected)
        - Select Message Template (Message Template)
            - Message Template variables liek image, variable name, order id etc

![Chakra_Inboiund_Webhook_Shopify_Rules](https://assets.pages.chakrahq.com/media/Chakra_Inboiund_Webhook_Shopify_Rules.png)

- Click on `Save`. Make the Plugin `Active`

The configuration is complete. Test the Shopify integration and get started.

---

URL: https://chakrahq.com/help/chat/admin-settings/billing-management.md.md

**Overview**

Learn how to manage your Subscrition & Billing

#### Upgrade Plan

#### Cancel Susbcription

#### Update Business Details

#### Manage Invoices

#### Track Usage

---

URL: https://chakrahq.com/help/chat/ai-and-automations/ai-setup/generate-ai-replies.md.md

**Overview**

Generate AI Reply is a built-in AI assist feature in Chakra Chat that helps chat users craft instant, context-aware responses to customer messages. Instead of typing from scratch, users get a ready-to-send reply generated directly in the chat text input box  -  which they can review, edit, and send with a single click.

The feature draws on your configured Content Sources (product FAQs, documentation, scripts, etc.) to generate replies that are accurate and relevant to your business.

## **Setting Up Generate AI Reply**

Before using Generate AI Reply, you need to add at least one Content Source. This tells the AI what your business does and what answers it should draw from.

### **How to Add a Content Source**

1. Go to AI Settings in your Chakra dashboard, or click on Content Source directly from the AI Chat Assist panel.
2. Click Add Content Source.
3. Upload or paste your content (e.g. FAQs, product documentation, support scripts, or knowledge base articles).
4. Save your content source.

![Generate AI Replies Widget](https://assets.pages.chakrahq.com/media/Generate AI Replies Widget.png)

Follow the steps in this [Guide: How to add AI Content Source in Chakra?](https://help.chakrahq.com/chat/ai-and-automations/ai-setup/add-ai-content-source)

**Note:** Once at least one Content Source is added, the Generate AI Reply feature is immediately active  -  no additional configuration needed.

## **How It Works**

Once set up, using Generate AI Reply is straightforward:

- Open a customer chat in Chakra Chat.
- Click the Generate AI Reply button in the chat panel.
- The AI reads the customer's latest message and generates a suggested reply using your content sources.
- The generated reply appears directly in the chat text input box.
- Review the reply, make any edits if needed, then click the Send ➤ button to share it with the customer.

![Chat AI Generate Replies](https://assets.pages.chakrahq.com/media/Chat AI Generate Replies.gif)

## **Important Behaviour to Know**

**📌 Note:** Replies are generated based on the **customer's last message only**  -  the AI does not consider earlier messages in the conversation thread.

**📌 Note:** All configured Content Sources are used together when generating a reply. The AI selects the most relevant content from the combined sources.

**📌 Note:** The generated reply appears in the text input box and is not sent automatically  -  the chat user must review and click Send ➤.

**📌 Note:** The generated reply can be freely edited in the text input box before sending.

**📌 Note:** If the AI cannot find a relevant answer in any of the content sources, it will generate a default response: "Sorry, I don't know how to help with that."

## **Reply Refinement Actions**

After a reply is generated, you can further refine it using the following one-click actions before sending. These help you adjust tone, length, or quality to match the situation.

![AI_Reply_Refinement_Actions](https://assets.pages.chakrahq.com/media/AI_Reply_Refinement_Actions.png)

| 🎩 | **Make Tone Formal**\n\nRewrites the reply in a professional, formal tone  -  ideal for business queries, escalations, or first-time interactions where a polished impression matters. |

| ✏️ | **Simplify Content**\n\nReduces complexity in the reply  -  removes jargon, shortens sentences, and uses plain language. Useful when the generated reply is too technical or wordy for the customer. |

| 📝 | **Expand Reply**\n\nAdds more detail and context to the reply. Use this when the initial response is too brief or when the customer's question warrants a more thorough explanation. |

| ✂️ | **Shorten Reply**\n\nTrims the reply to its essential points. Best used for quick confirmations, simple queries, or when a concise response is more appropriate than a detailed one. |

| 🔤 | **Fix Grammar / Spelling**\n\nCorrects grammatical errors, typos, and spelling mistakes in the generated reply  -  particularly helpful when the AI-generated text or a manually typed reply needs a quick polish before sending. |

![AI_Reply_Refinement_Actions](https://assets.pages.chakrahq.com/media/Chat AI Reply Refinement Actions.gif)

## **About Content Sources**

Content Sources are the knowledge base the AI draws from when generating replies. The quality and coverage of your content sources directly affects the accuracy and usefulness of generated replies.

### **What to Add as Content Sources**

- Frequently Asked Questions (FAQs)
- Product or service documentation
- Support scripts and standard responses
- Pricing information and plan details
- Policy documents (returns, shipping, SLAs, etc.)
- Onboarding guides or how-to articles

### **Tips for Better AI Replies**

- Keep content sources up to date  -  outdated information will produce outdated replies.
- Write content in clear, complete sentences rather than bullet fragments where possible.
- Cover common customer questions explicitly  -  the more specific your content, the more specific the AI reply.
- If you notice the AI producing a default **'Sorry, I don't know how to help with that'** response for a common query, add that topic to a content source.

## **Quick Reference**

| **Action** | **What It Does** |
| --- | --- |
| **Generate AI Reply** | Creates a reply in the text input box based on the customer's last message and your content sources. |
| **Make Tone Formal** | Rewrites the reply in a professional, formal tone. |
| **Simplify Content** | Makes the reply easier to read by reducing complexity and jargon. |
| **Expand Reply** | Adds more detail and context to a brief reply. |
| **Shorten Reply** | Trims the reply to its key points only. |
| **Fix Grammar / Spelling** | Corrects language errors in the reply. |
| **Send ➤** | Sends the reply (as shown in the text input box) to the customer. |

---

URL: https://chakrahq.com/help/chat/miscellaneous-features/mobile-app.md.md

Overview

### **Key Sections Overview**

**Chat** 

Chat Inbox in ChakraHQ (Chakra Chat) mobile app is one place to manage all your conversations

- Read Incoming Messages
- Send Replies
- Send Attachments (images, videos, documents, audio files)
- Action Buttons (Quick Reply, Manual Chatbot Trigger, Generate AI Replies)
- Leads - Lead List in Chakra Chat mobile app is to track and manage all the leads.

**Manage Leads**

Organize, filter, and sort leads using spaces, saved filters, and status updates to streamline workflow.

- **Update Leads**

Modify lead details such as contact info, status, assigned owner, or notes directly from the list or detail page.

- **Create Leads**

Manually add a new lead by entering essential information like name, phone number, email, and source.

- **Access Lead Information**

Tap any lead card to open the Lead Details Page, where complete information, activity history, and workspace are available.

**Settings**

To manager basic user account settings

---

### Access Chakra Mobile Apps

Chakra Chat has iOS and Android app to help businesses manage their customer interactions and lead management using Chakra mobile apps.

To access Android App - [Chakra Android mobile app](https://play.google.com/store/apps/details?id=com.chakrahq.android)

To access iOS App - [Chakra iOS mobile app](https://apps.apple.com/us/app/chakra-hq/id1641460924)

---

### **Chat**

#### **Chat List**

All active and archived chat conversations can be accessed from the Chat List sorted by most recent message. Users can tap any conversation to open the Chat Card and continue the discussion.

![Chat_List_Mobile](https://assets.pages.chakrahq.com/media/Chat_List_Mobile.jpeg)

**Chat Card**

Chat cards represent individual chat items/conversation items in a chat list. The following details are part of a chat card if applicable:

![Chat_Card_Mobile](https://assets.pages.chakrahq.com/media/Chat_Card_Mobile.png)

- **Avatar/Photo**: Displays the lead's profile picture or a default placeholder icon. Helps visually identify the contact at a glance.
- **Sender Name:** Shows the lead's name or company name. Makes it easy to recognize who the conversation is with.
- **Message Preview:** Displays a short snippet of the most recent message in the chat. Allows users to quickly grasp the context without opening the chat.
- **Last Updated Time Stamp:** Indicates when the last message was sent or received (e.g., "2 min ago," "Yesterday"). Helps prioritize recent and pending conversations.
- **Channel Icon:** An icon showing which messaging channel the chat belongs to (e.g., WhatsApp, Web Chat, etc). Helps users identify the conversation source instantly.
- **Chat Assignee Icon:** An icon indicating which team member or agent is currently assigned to the lead. Useful for ownership tracking and handoffs.
- **Unread Messages Count:** A badge showing the number of unread messages in the conversation. Draws attention to pending replies and urgent follow-ups.

**Search**

The Search function in the chat list is used to search for specific chat(s). Currently, search is supported using the contact WhatsApp Phone and contact Sender Name.

![Search_Mobile](https://assets.pages.chakrahq.com/media/Search_Mobile.jpeg)

**Spaces (Saved Filters)**

Spaces in the Chakra mobile app can be used to apply pre-created filters. 

- To apply Spaces (saved filters) in the Chat List
- To clear (remove) any applied space

⚠️ Note: Filters and Spaces cannot be created using the Charka Chat Mobile app. Only saved filters (Spaces) can be applied or cleared via the mobile app.

![Chat_Spaces_Mobile](https://assets.pages.chakrahq.com/media/Chat_Spaces_Mobile.jpeg)

**Refresh**

To refresh the chat list for new message updates

#### **Chat Window**

The main Chat interface where a live conversation with a lead takes place. It displays the full message thread and provides other tools to aid the messaging conversation.

![Chat_Window_Mobile](https://assets.pages.chakrahq.com/media/Chat_Window_Mobile.jpeg)

##### **Header Bar**

- **<-** Back Button
- 🧑🏻 Avatar/Photo
- Sender Name
- ☰Other Details
- Chat Assignee Filter
- Close Chat
- Linked Leads
- ◉ STOP Chatbot

**Message Body**

The individual chat bubbles or blocks containing the text, media, or system notifications exchanged between the user and the lead. Each message shows sender info, timestamp, and delivery/read status where applicable.

- Sender Message Bubble
    - Message Time stamp
- Recipient Message Bubble
    - Chat Message Time stamp
    - Chat Message delivery status
- Date Separator

**Input Area**
The bottom section of the Chat Window where users type new messages, attach files, or send quick responses. It includes a text field, send button, and optional shortcuts for emojis, templates, or voice notes.

**Text Input Box**

The text field where users type new messages to the lead. Supports plain text, emojis, and line breaks before sending.

**Attachment Button**

A button that opens the device's file picker to attach images, documents, voice notes, or videos. Attached files appear as rich media or downloadable links within the message body.

**Quick Action Button**

This button reveals a menu of preset actions like sending a message for scheduling a meeting, sharing a price quote, etc. Helps speed up common workflows without typing.

![Action_Buttons_MObile](https://assets.pages.chakrahq.com/media/Action_Buttons_MObile.jpeg)

- **Quick Reply**: Predefined templated responses (e.g., "Thank you, I'll check") that insert instantly into the Text Input Box or send immediately. Saves time for frequently used replies.
- **Trigger Chatbot**: This button hands over the conversation to an automated chatbot for instant responses, lead qualification, or after-hours support. 
- **Generate AI Assisted Reply**: This feature prompts the AI to draft a context-aware reply based on the lead's last message and lead details. Users can edit, accept, or discard the suggested response before sending.
- **Send Button**: This submits the typed message, selected quick reply, or AI-generated response to the chat thread.

---

### **Leads**

Manage and track every potential client from first contact to confirmed booking - all in one place. Chakra Chat's lead management module lets you capture leads from WhatsApp conversations, organize them by stage, and follow up at the right time.

#### **≡ Lead List**

**Lead List** is a dashboard within the ChakraHQ (Chakra Chat) mobile app that displays a list of leads, enabling users to track and manage them efficiently.

![Lead_List_mobile](https://assets.pages.chakrahq.com/media/Lead_List_mobile.jpeg)

##### **▽Apply & Clear Spaces**

Quickly apply predefined saved filters to narrow down leads, or clear all active filters to reset the lead list view.

- Tap the funnel icon (▼) located at the top-right corner of the Lead List screen.
- In the Spaces drawer that opens, select the desired space filter to apply.
- The Lead List page updates to show only leads matching the selected space.
- To remove all active space filters, tap Clear Selected Space.

##### **➕ Create NEW Lead**

Tap to manually add a new lead to the list, capturing essential details like name, contact info.

Steps to create a new lead

- Click on the **⋮** at the right hand top of the lead list.
- Click on + Create New at the bottom drawer of the lead List
- Fill the details in the Create Lead form. Phone Number is mandatory.

##### **◻Lead Card**

Each lead is displayed as a card showing key information (name, status, last activity), enabling Users to quickly access key information about the lead. The lead details on the Lead card can be customized from the Chakra web-app.

**Customize lead card?**

- Go to[ Chakra Web App](https://app.chakrahq.com/)
- In the Leads Tab on left-hand sidebar
- Follow the[ customize table columns](https://help.chakrahq.com/chat/lead-management/leads-dashboard#customising-table-columns) guide to customize lead fields in the lead card

##### **⟳ Refresh Lead List**

Tap to ⟳refresh button the lead list, fetching the latest updates from the server.

##### **🔍︎ Search Leads**

Type keywords to instantly filter leads by name, company, or other lead attributes for quick access.

##### **✎ Edit Leads**

Tap the edit icon on a lead card to modify its details, update status, or add notes.

### **Lead Details Page**

The lead details page displays comprehensive information about a specific lead, including contact details, status, assignment, activity history, and notes, with options to edit or take action.

![Lead_Details_Workspace_Mobile](https://assets.pages.chakrahq.com/media/Lead_Details_Workspace_Mobile.jpeg)

##### **Lead Details Header**

The follow key sections in the lead details page header

- Lead Name
- Communication Navigation Icons
- Assign Leads

##### **Workspace**

Workspace in Lead Details Page that organizes lead-related activities, notes, and communication history in one place for streamlined collaboration and follow-up.

- Notes
- Lead History

##### **Details**

The details section captured the lead's core information, such as name, phone number, email address, lead state, and assigned owner, allowing users to quickly view 

- Lead Summary
- Lead Details

---

### **Reports**

Reports in ChakraHQ (Chakra Chat) mobile app can only be used to view. Reports cannot be created or edited in the mobile app. Certain advanced visualisations may not be entirely supported in the Chakra mobile app. Key section of the Reports section:

**Chart Dashboard List**

The default reports page has the list of all reports created in the account. Access the dashboard in this section.

![Mobile_Report_list](https://assets.pages.chakrahq.com/media/Mobile_Report_list.jpeg)

**View Report Dashboards**

Click on any report in the report dashboard list to access the report details. Access the report visualisation

![Mobile_Report_](https://assets.pages.chakrahq.com/media/Mobile_Report_.jpeg)

**Report Filters**

Apply filter to the reports using the filter functionality

---

### **Settings**

The settings option is enabled only for the Admin and Manager Role Types. The following sections:

![settings_mobile](https://assets.pages.chakrahq.com/media/settings_mobile.jpeg)

**User Availability Status**

There are 3 types of user availability status in Chakra

- **Available** (during office hours, Chats or Leads are assigned automatically)
- **On-Break** (For short breaks during office hours, no chats or leads assigned automatically during the break)
- **Not Available** (For non work days or vacations - no chats or leads assigned automatically)
- Refresh Config

To update the app configuration after change in basic setting in the Chakra Web-App settings.

**Logout**

To sign out from the Chakra mobile app.

**Check for Updates**

Use this option to update the latest ChakraHQ app version.

---

URL: https://chakrahq.com/help/chat/shared-chat-inbox/managing-chats/chat-notifications-settings.md.md

**Overview**

Chakra Chat solution by default notifies chat assignees through notifications on Desktop app (https://app.chakrahq.com) or Chakra mobile app ([iOS](https://apps.apple.com/us/app/chakra-hq/id1641460924) and [Android](https://play.google.com/store/apps/details?id=com.chakrahq.android&pcampaignid=web_share)). Although, user for different Role Types can customize chat notifications to receive notifications for every new chat and chat message.

---

### Default Notification Settings

|  | System Default | Customize All Notifications |
| --- | --- | --- |
| User | Assigned Chat Notifications Only | No |
| Manager | Assigned Chat Notifications Only | Possible |
| Admin | Assigned Chat Notifications Only | Possible |

### Customize Notifications

---

Chat Notification customisation option is configurable for Admin and Manager Role Types. By default users get notifications for chats assigned to them.

**Steps to Enable All Notifications**

- Click to **`⋮`** icon to the right of Chat Search button
- Go to `Settings`
- A `Configure` drawer opens on the right hand side panel
- Enable the Toggle to `Yes` to receive all Notifications

### 
Type of Notifications

---

**New Chat Notification (Desktop)**

For every new chat started, a new chat notification is received by the user(s)

![New_chat_notification](https://assets.pages.chakrahq.com/media/New_chat_notifications-1.png)

**Chat Message Notifications**

On Desktop (browser)

![Chat_Message_Notification](https://assets.pages.chakrahq.com/media/Chat_Message_Notification.png)

On Mobile App

![mobile_app_Chat_notification](https://assets.pages.chakrahq.com/media/mobile_app_Chat_notification.jpeg)

### Enable Desktop Notifications

Chat notifications are also dependant on the operating device Desktop (Browser) or Mobile App (iOS or Android)

**Enable Desktop Notifications**

Steps to Enable Desktop Notifications

- Go to `Accounts Setting` in Chakra

![Chakra_Team_Settings_Enable_Desktop](https://assets.pages.chakrahq.com/media/Chakra_Team_Settings_Enable_Desktop.png)

- Scroll down to `Desktop permissions`
- Click on `Enable desktop notifications` button (if available)

![Chat_Notifications_Desktop_Enable_](https://assets.pages.chakrahq.com/media/Chat_Notifications_Desktop_Enable_.png)

- This enabled the specific browser notifications for Chakra Chat (https://app.chakrahq.com)
- A prompt `Desktop notifications granted` will be visible in Desktop permissions section

![Chat_Notifications_Desktop_Enabled_Granted](https://assets.pages.chakrahq.com/media/Chat_Notifications_Desktop_Enabled_Granted.png)

#### Unblock Browser Notifications

##### Firefox

- Type `about:preferences` in the browser
- Search for Notifications in the Search bar

![Firefox_notifications_search](https://assets.pages.chakrahq.com/media/Firefox_notifications_search.png)

- In the `Permissions` section click on Notifications
- Search for [app.chakrahq.com](https://app.chakrahq.com) and click on Allow in the Status column

![Firefox_notifications_drawer](https://assets.pages.chakrahq.com/media/Firefox_notifications_drawer.png)

- If the Notification permissions are revoked
    - Click on the `💬` icon in the browser
    - Click `Enable` in the popup Allow app.chakrahq.com to send notifications

![Firefox_Chat_Notifications_Desktop_Grant_If_Blocked](https://assets.pages.chakrahq.com/media/Firefox_Chat_Notifications_Desktop_Grant_If_Blocked.png)

##### **Chrome**

- Click on the Setting line icon in the url bar

![Chrome_Notifications_Enable](https://assets.pages.chakrahq.com/media/Chrome_Notifications_Enable.png)

- Toggle **ON** against the Notifications pop up page
- For additional configurations, click on `Site Settings`
- Manage the Notification permissions in the 🔔Notification field 

![Chrome_Site_Settings_Notifications](https://assets.pages.chakrahq.com/media/Chrome_Site_Settings_Notifications.png)

### Enable Mobile App Notifications

##### Android

- Go to Settings -> Notifications -> Apps -> ChakraHQ
- Enable All ChakraHQ Notifications

##### iOS

- Go to `Settings > Notifications`
- Select the ChakraHQ app, and toggle `ON Allow Notifications`

---

URL: https://chakrahq.com/help/chat/automation-settings/chat-automations/chat-automation-workflows.md.md

### A. Chat Keyword Trigger Automation

Configure keywords that trigger automatic messages or chatbots

Steps to create chat trigger automation

- **Go to [`Chat Trigger Settings`](https://app.chakrahq.com/admin/chatbot-settings#chat-triggers)
- **Click on `Create Trigger`**

![create_trigger_chat](https://assets.pages.chakrahq.com/media/create_trigger_chat.png)

- **Add Keyword(s)**

Add relevant keyword or multiple keywords to trigger a particular action
- **Select the Matching Strategy**
    - Exact Match *(Message exactly matches keyword - case insensitive)*
    - Starts With *(Message starts with keyword - case insensitive)*
    - Contains *(Message contains keyword - case insensitive)*

![chat_trigger_matching](https://assets.pages.chakrahq.com/media/chat_trigger_matching.png)

- **[Optional] Additional Where Condition**

Configure additional conditions that should match for this rule to be executed

- **Add Action(s)**

Configure the actions to be undertaken if matching keywords are found

![Chat_trigger_actions](https://assets.pages.chakrahq.com/media/Chat_trigger_actions.png)

- Take Action List
    - **Assign to chatbot** *(to assign a chatbot)*
    - **Update linked process** *(to update a lead field using regex)*
    - **Assign chat** *(to assign a chat to a user)*
    - **Extract Data And Update Chat** *(to extract data using regex and update chat field)*
    - **Update chat inbox** *(update the chat inbox for the chat )*
    - **Update linked object like Lead, etc.** *(to update lead fields)*
    - **Send chat message**** *(to send a chat message)*

The Chat Trigger is complete. The configuration may look something like this.

![chat_trigger_config](https://assets.pages.chakrahq.com/media/chat_trigger_config.png)

### B. Advanced Chat Automation

Configure advanced settings for chats:

**Use Cases:**

1. To Customize Open Chat, Closed Chats and Chat Re-Open actions
2. To Create a New Chat for every template message sent

**How to Configure?**

- Go to [Advanced Setting in Chat Settings](https://app.chakrahq.com/admin/chat-settings#chat-advanced-settings)
- Configure below settings to enable Advanced Chat Settings

![Advanced_Chat_Settings_](https://assets.pages.chakrahq.com/media/Advanced_Chat_Settings_.png)

**Re-open chat on new inbound message**

By default, when a new inbound message is received, if there are no open chat for a given customer, then a new chat session is created. But if this is enabled, then first we will try to re-open the latest existing chat session for the customer

**Create chat when a new WhatsApp template message is sent**

By default, when a new WhatsApp template message is sent, if there are no open chat for a given customer, then a new chat session is created. But if this is enabled, then a new chat session is created for the customer

### C. Custom Chat Automation

Configure custom automations for chat

Steps to configure custom chat automation:

- Go to [`Chat Settings - > Custom Automations`](https://app.chakrahq.com/admin/chat-settings#chat-lcrs)
- Click on `+ New Automation Rule`

![Create_Custome_Chat_Automation](https://assets.pages.chakrahq.com/media/Create_Custome_Chat_Automation.png)

- Add a Name and choose the Trigger Event Type. Chose the event that will trigger this lifecycle rule
    - After Chat Creation
    - After Chat Updation

![Create_Custome_Chat_Automation_Name](https://assets.pages.chakrahq.com/media/Create_Custome_Chat_Automation_Name.png)

- In the `Triggering Event` node, click on Edit  \_ 🖊*\_*  on the right top
- The Default Trigger is Chat Updation. To Add additional filter rules configure the Event

![Custom_Chat_Automation_Event](https://assets.pages.chakrahq.com/media/Custom_Chat_Automation_Event.png)

- Next, click on `+ Add Action`
- In the `Take Action` node, click on Edit  \_ 🖊*\_*  on the right top

![Custom_Chat_Automation_Action](https://assets.pages.chakrahq.com/media/Custom_Chat_Automation_Action.png)

- Choose the appropriate action
- `Save` the Chat automation configuration and make the automation `Active`

The Customer Chatbot Automation is Active now.

### D. Auto Reply Chatbot

Use the Auto reply chatbot configuration to automatically trigger a chatbot for a NEW chat creation

**How to configure auto reply chatbot?**

- Go to **WhatsApp Setup > More** 
- In the Auto reply chatbot field, choose a chatbot to trigger on new chat creation
- Save the configuration

![auto reply chatbot](https://assets.pages.chakrahq.com/media/auto reply chatbot.png)

### E. Chat Automation Triggers

- Go to [Chat Automation](https://app.chakrahq.com/admin/chat-settings#chat-automations)
- Choose an appropriate Chat Automation Rule. Configure automation for default chat scenarios.

1. **When a new chat session is opened during off-business hours**: 
> This automation will be triggered when a customer messages your business number 
> During off-business hours (as configured in [Business Hour Settings](https://app.chakrahq.com/admin/business-hours)) 
>  & a new chat session is opened.
2. **When a new chat session is opened**: 
> This automation will be triggered when a customer messages your business number and a new chat session is opened. 
> If the [off-business hours configuration](https://app.chakrahq.com/admin/business-hours) (1) is also added, then this automation will be triggered only during business hours.
3. **When customer sends a message during off-business hours and no keyword based chat trigger is invoked**: 
> Triggered during Off-Business hours only
> NO [Keyword-based trigger](https://app.chakrahq.com/admin/chatbot-settings#chat-triggers) invoked 
> This automation is useful to setup an automated chatbot like a ticket booking bot.
4. **When customer sends a message and no keyword based chat trigger is invoked**: 
> Triggered during business hours
> NO [Keyword-based trigger](https://app.chakrahq.com/admin/chatbot-settings#chat-triggers) is invoked 
> This automation is useful to setup an automated chatbot like a ticket booking bot. > If the off-business hours automation (3) is also configured, then this automation will be triggered only during business hours.

![Chat Automation Rule Chatbot](https://assets.help.chakrahq.com/chat/chatbot/Chat_Automation_Chatbot.png)
Next,

- Click on `Take Action` and choose **Assign to Chatbot**

![Chat Automation Action Type](https://assets.pages.chakrahq.com/media/Chat Automation Action Type.png)

- Choose the desired Chatbot/User/Inbox to be assiged

---

URL: https://chakrahq.com/help/chat/ecommerce-catalog/add-catalog-meta-business-manager.md.md

###### Access Meta Business Manager

Go to **business.facebook.com** and sign in with your business credentials. Ensure you have Admin access to the Business Manager linked with Chakra Chat.

![Access_Meta_Business_Manager](https://assets.pages.chakrahq.com/media/Access_Meta_Business_Manager.png)

###### Navigate to Commerce Manager

Click **All Tools** (grid icon) from the left menu and select **Commerce Manager** under "Sell Products". You can also go directly to **business.facebook.com/commerce**.

![Commerce_Manager](https://assets.pages.chakrahq.com/media/Commerce_Manager.png)


###### Create a New Catalog

On the Commerce Manager homepage, click **Add Catalog**. Choose the catalog type that matches Chakra Chat — select **E-commerce** for subscription plans, or **Services** if more appropriate. Click Next.

![new_catalog](https://assets.pages.chakrahq.com/media/new_catalog.png)

###### Name Your Catalog

Enter a clear catalog name such as **"Chakra Chat Products"**. Associate it with your correct Business Manager account and click **Create**.

![name_Catalog](https://assets.pages.chakrahq.com/media/name_Catalog.png)

###### Add Products to Catalog

Inside your new catalog, click **Add Items**. Choose the best method to add your Chakra Chat products.

![Add_products](https://assets.pages.chakrahq.com/media/Add_products.png)

###### Fill in Product Information

For each Chakra Chat plan (Free, Pro, Enterprise), fill in all required fields. Here's what a completed product entry looks like:

![Add_product_Details](https://assets.pages.chakrahq.com/media/Add_product_Details.png)

###### Review and Fix Errors

After uploading, visit the **Diagnostics** tab. Meta validates every item and flags issues that need your attention before ads can run.

![Review_Fix_Errors](https://assets.pages.chakrahq.com/media/Review_Fix_Errors.png)

###### Organise Product Sets

[Optional ]Use **Product Sets** to group items logically. This makes targeting specific plan tiers in ad campaigns much easier.

![product_Sets](https://assets.pages.chakrahq.com/media/product_Sets.png)

###### Assign Catalog to Ad Account

Go to **Business Settings → Catalogs**, find your Chakra Chat catalog, and click **Assign Ad Accounts**. This is required before the catalog can be used in any campaigns.

![Adding_Catalog_to Ads](https://assets.pages.chakrahq.com/media/Adding_Catalog_to Ads.png)

###### Use the Catalog in Ads/Shops

Your catalog is live! You can now deploy it across Meta's surfaces — run dynamic ads, set up a Facebook/Instagram Shop, or use it in WhatsApp Business product messages.

![Use_Catalog](https://assets.pages.chakrahq.com/media/Use_Catalog.png)


**The Catalog is added in the Meta Business Manager**

---

URL: https://chakrahq.com/help/chat/partner/partner-solution-guide.md.md

# **Chakra Chat Partner Solution**

## **Overview**

The Chakra Chat Partner Solution is an API-first WhatsApp Business integration solution for businesses (SaaS, IT Service providers , ISVs, other) that want to embed WhatsApp messaging capabilities directly into their own product or platform.

Instead of  building WhatsApp API infrastructure from scratch, partners use Chakra Chat as the underlying integration layer — managing their clients' WhatsApp Business Accounts (WABAs), automating messaging, and handling incoming events through Chakra's APIs.

Partners access and manage everything through a single partner account, with Chakra handling the API gateway, authentication, routing, and compliance with Meta's WhatsApp Business Platform.

**API documentation link: [apidocs.chakrahq.com](https://apidocs.chakrahq.com)** 

## **What You Can Do as a Partner**

### **Embed WhatsApp SetUp**

Chakra provides an Embedded Signup (ES) flow that you can [integrate directly into your application](https://help.chakrahq.com/chat/partner/embed-whatsapp-connect-for-your-customers). Your customers can connect their WhatsApp phone number and WABA from within your UI, without needing to visit Chakra's interface.

- Create and manage WhatsApp Channels and WABAs programmatically
- Add and manage multiple phone numbers across client accounts
- Control customer WhatsApp channels using plugins and APIs

[Embedded Signup Integration Guide](https://help.chakrahq.com/chat/partner/embed-whatsapp-connect-for-your-customers)

### **Manage Multiple Clients**

The partner architecture supports multi-tenancy. You can manage hundreds of client WhatsApp accounts from a single partner login using one API key for all client WABAs.

- Centralized API gateway for all client accounts
- Single partner-level API key for sending messages across all client WABAs
- Webhook routing per plugin, with WABA ID included in incoming payloads for identification

### **Automate Messaging**

- Send broadcast and template messages
- Manage chat sessions with interactive media
- Configure chatbots and chat agent routing
- Listen to incoming messages via webhooks
- Use WhatsApp Flows
- Create and manage message templates via API
- Add leads to Chakra Campaigns programmatically

### **Track and Troubleshoot**

- Access API logs for monitoring and debugging
- Build usage reports for client management
- Store your own copy of chat events using webhooks

## Partner Pricing

Chakra Chat's pricing model is straightforward and partner-friendly. The Billing is Split for Product Subscription and Template Messaging Charges:

![Chakra_Chat_Partner_Pricing_Model](https://assets.pages.chakrahq.com/media/Chakra_Chat_Partner_Pricing_Model.png)

- Subscription-based: Subscribe to **ADVANCED** Chakra Chat plan **($49.99)** to access all Chakra Chat Features
- For upto 12 Number use the Advanced Plan
- For additional number greated than 12, additional charges apply per connected number at $2.99 per extra number
- Every Partner's Customer need to add a Payment Method in Meta Business Manager for Template Messaging Charges.
- Additional numbers: Add extra WhatsApp numbers beyond the base plan for just $3 per number  -  ideal for agencies and multi-client SaaS platforms managing many accounts.
- No markup on template messaging: Template messaging charges (Marketing, Utility, Authentication categories) are billed directly by Meta (WhatsApp) to your client's connected WABA at standard Meta rates. Chakra does not add any markup  -  saving your clients 20–25% compared to some other solutions.

*This split billing model keeps your subscription costs predictable while ensuring your clients pay Meta directly for message consumption  -  a transparent, trust-building setup for agency-client relationships.*

A 7-day free trial with full feature and API access is available, with the option to extend if you need more evaluation time.

## **Who This Solution Is For**

The Partner Solution is designed for two types of businesses:

##### **SaaS Providers**

Software platforms serving specific vertical industries — such as spa management, clinic management, real estate, HR, field service, or e-commerce — that want to offer WhatsApp automation natively inside their product.

##### **ISV (Independant Software Vendors)**

Independent software vendors can integrate the  Whatsapp Business Platform using Chakra Chat APIs within their product to add greater value to their existing solution.

##### **Tech/IT Service Providers**

IT service provider companies providing marketing , sales and engagement solution or managing the service for multiple clients.

##### **Agencies and Marketing Platforms**

Digital agencies and marketing technology companies that run WhatsApp campaigns, chatbots, and automated messaging on behalf of multiple clients.

| **✅  Good fit if you:**\n\nNeed to manage WhatsApp for multiple clients or end-users from one platform\n\nWant to embed WhatsApp onboarding and messaging inside your own product UI\n\nRequire programmatic control over WABAs, templates, and messaging flows\n\nAre looking for scalable, API-first WhatsApp infrastructure without building it yourself |

## **Solution Fit For?**

Please review the following before proceeding with the Partner Solution:

**1.  Your clients want to use the Chakra Chat interface directly**

The Partner Solution is designed for partners who embed Chakra's capabilities inside their own product. If your clients need access to Chakra's native UI for features like Chat inbox, Campaigns, or Chatbot management, a standard Chakra Chat subscription may be more appropriate.

**2.  You need unified billing for Meta messaging charges**

Chakra charges a subscription fee directly to the partner. Meta's template messaging charges (Marketing, Utility, Authentication) are billed by Meta directly to each client's connected WABA at standard Meta rates — there is no markup. If you require a single consolidated invoice for both platform and messaging costs, this billing structure may not suit your needs.

**3.  You want to become a registered Meta Tech Provider**

Chakra cannot register you as a Tech Provider or Solution Partner within Meta's ecosystem. You will operate as Chakra's partner, and your clients will register their WhatsApp numbers through Chakra's Embedded Signup. You will manage their accounts and messaging via Chakra's APIs.

| **⚠️  Before you proceed:**\n\nEnsure your clients are comfortable with Meta billing them directly for template messaging\n\nConfirm your use case involves your own product UI — not Chakra's interface\n\nReview the pricing page for phone number limits per plan: chakrahq.com/product/chakra-chat/pricing/ |

# **Frequently Asked Questions**

#### **1. API & Webhooks**

**Q: Can we use Chakra purely as an API provider, without the chatbot builder, inbox, or UI?**

Yes — Chakra can be used purely as an API provider, integrating the solution into your own internal application. You can build your own inbox, chatbot logic, and CRM entirely on your own side.

**Q: Do you provide raw, real-time webhooks for all incoming messages (text, images, replies)?**

Yes. See the [pass-through events webhook documentation](https://apidocs.chakrahq.com/doc-919167#pass-through-events-webhook).

**Q: Do your webhooks include message statuses (delivery/read receipts) and conversation identifiers, not just message content — enough to build our own inbox/CRM?**

Yes — confirmed. Incoming webhooks include message content and media, delivery status, and identifiers (WABA ID, Plugin ID, Phone Number ID) so every event can be attributed to the right client and conversation. See the [API documentation](https://apidocs.chakrahq.com/) for the full event list.

**Q: Do messages pass through Chakra only, or are they also directly accessible via Meta APIs?**

Meta APIs are not directly accessible to customers. Chakra provides pass-through APIs that mirror Meta's request/response payloads. See the [API reference](https://apidocs.chakrahq.com/api-11313675).

**Q: What is the average webhook delivery delay for incoming messages?**

Typically 1–500 ms, depending on the delay with which Meta sends the event after a message is sent.

**Q: Are there any rate limits on the API we should be aware of?**

Yes — see the [API rate limits documentation](https://apidocs.chakrahq.com/doc-2131138).

**Q: Is there API documentation beyond apidocs.chakrahq.com specifically for partner/multi-tenant use cases?**

The same API docs cover the partner/multi-tenant solution — there isn't a separate doc set.

**Q: What is the API structure for sending messages through a specific client/plugin — one token per plugin, or one token for the whole account?**

A single partner-level API key is used for the entire account. The plugin ID is passed as a routing parameter to direct the message to a specific client's WhatsApp number. See [Send Template Message for a Phone Number](https://apidocs.chakrahq.com/api-11312774).

**Q: Does the incoming webhook payload include the plugin ID or WABA ID so we can identify which client the message belongs to?**

Yes — the incoming webhook event includes the WABA ID (Plugin ID and Phone Number ID are also usable for identification).

**Q: Do inbound message webhooks fire independently per tenant, tagged by Phone Number ID / Tenant ID?**

Each tenant maps to a Chakra Plugin, and you can connect one or multiple phone numbers per tenant/plugin. A webhook can be configured per tenant/plugin programmatically.

**Q: Do we get direct access to raw WhatsApp Cloud API webhooks and endpoints, or only what Chakra exposes?**

Chakra provides a comprehensive set of APIs covering both Chakra-specific functionality and pass-through access to certain Meta endpoints. See the [full API documentation](https://apidocs.chakrahq.com/).

**Q: Do you support sending media (images, video, audio, documents) via API?**

Yes, all four media types are supported.

**Q: Can we send session messages via API (within the 24-hour window) without using templates?**

Yes — use the session message API. See the [API docs](https://apidocs.chakrahq.com/) for details.

**Q: Do you currently support Instagram Direct API + Webhooks? If not, is it planned?**

Not yet as a full messaging channel with dedicated webhooks. Today, Instagram appears in Chakra primarily as a lead source (pulling in leads alongside Facebook and Google Ads). A full Instagram Direct channel has been described as planned for release within this quarter (roughly 4–6 weeks out as of the last check) — confirm actual availability before committing to a timeline with a prospect.

#### **2. Partner Program & Multi-Tenant Management**

**Q: Do you have a formal reseller/ISV partner program for platforms building on top of Chakra?**

Yes — the API Integration Partner Program, which explicitly supports multi-tenant SaaS platforms managing many client WhatsApp accounts through one partner integration. See the [Partner Solution Guide](https://help.chakrahq.com/chat/partner/partner-solution-guide).

**Q: Is there a revenue-share model, or a flat platform fee?**

It's a subscription-based model — see the Pricing & Billing section below for the current rate card.

**Q: Can we manage all client accounts (numbers, templates, webhooks) from a single partner API key?**

Yes, a single partner-level API key manages every connected client account, using a plugin ID as a routing parameter.

**Q: Is there per-client isolation — can Client A be prevented from seeing Client B's messages?**

The API Integration solution is built for programmatic use cases; it isn't intended to provide each client with isolated access to the Chakra interface itself. Data (WABA, templates, contacts) is scoped per client by design, but the partner's own API key/account sees across all connected clients.

**Q: Can we programmatically create and manage WABAs and phone numbers via API?**

No — WABA/number creation must be done manually for each client, as required by Meta.

**Q: At what plan level does the partner/multi-tenant feature unlock?**

The Partner Program starts on the Advanced plan (which includes all platform features), then moves to per-number pricing as you scale. See Pricing & Billing below for exact figures across plan tiers.

**Q: Can this model support a multi-tenant SaaS platform, and can we start with just a small number of numbers as a pilot?**

Yes to both — the solution explicitly supports multi-tenant SaaS use cases (including agency, vertical SaaS, and platform business models), and starting with a small pilot (2–4 numbers, or as few as 10 clients) is fine before scaling to 50, 100+, or beyond.

**Q: Do we need to be a registered company or a Meta Tech Provider to get started?**

No, that isn't required. You don't need to be a registered company, a Meta Tech Provider, or sign a separate enterprise agreement to operate as a partner — Chakra operates as the Meta partner underneath, and your clients onboard via Chakra's Embedded Signup, embedded inside your own product.

**Q: Is the solution based on the official WhatsApp Business Platform / Meta Cloud API?**

Yes,  Chakra operates on the official WhatsApp Business Platform (Cloud API) as a Meta Business Partner. Check in Meta’s partner directory - [https://business.facebook.com/messaging/partner-showcase/](https://business.facebook.com/messaging/partner-showcase/)

**Q: Can each merchant/client have a fully separate WhatsApp number, channel, and account?**
 Each of your clients has their WhatsApp number and WABA. Although, they are all linked to one single account created by you (Chakra Chat partner)

**Q: Do you provide lifecycle events (connected, disconnected, verification pending, rejected, number status changes)?**

Yes — see the [partner API event list](https://apidocs.chakrahq.com/doc-919167).

**Q: Is there a cap on how many numbers we can connect under one partner account?**

No hard cap on total phone numbers connectable under one account — you pay for additional numbers beyond your base plan, at a decreasing per-number rate as you scale. See the full tiered rate card under Pricing & Billing.

#### **3. Embedded Signup & Onboarding**

**Q: Can clients connect their own WABA directly within our platform, without visiting Chakra's interface?**

Yes — the signup flow can be embedded directly in your own app, and each client gets their own WABA created within their own Meta Business Manager (not added as extra numbers inside a partner-owned WABA). See the Partner Program Guide for implementation details.

**Q: Do you provide an embedded signup widget/SDK we can embed in our own dashboard?**

Yes.

**Q: Can the onboarding flow be launched from inside our own product dashboard?**

Yes — Chakra provides the integration needed to embed onboarding inside your app. See the Partner Solution Guide.

**Q: Can the embedded signup be white-labeled / fully co-branded, so clients never see Chakra (including the Meta consent screen)?**

The signup button and flow can be embedded inside your own UI so the client doesn't need to leave your platform, and outside onboarding nothing Chakra-branded is visible (this is being described as a "basic white-labeled solution" / SaaS partner model). Chakra branding does still appear within the Embedded Signup step itself, since that's a Meta-standard module and can't be removed. A separate workaround for fuller white-labeling has been discussed across several conversations now, consistently quoted at an ETA of 2–3 months — still without a confirmed delivery date.

**Q: Does the business owner/client need to do anything themselves during Embedded Signup (e.g., OTP verification)?**

No extra verification is required from the client. That said, completing Embedded Signup on the client's behalf (even with access to their Facebook account) is not recommended — the client should ideally complete this step themselves.

**Q: Is Embedded Signup available on the Free plan, or does it require a paid plan?**

It's available on all plans, including Free. The number of WhatsApp numbers you can connect depends on your subscription tier. See [plan pricing/limits](https://chakrahq.com/product/chakra-chat/pricing/).

**Q: Which version of Meta's Embedded Signup do you use — v2 or v4? (Meta is deprecating v2 on October 15, 2026.)**

Chakra is already on Embedded Signup v4, so the October 15, 2026 deprecation of v2 doesn't affect partners integrating today.

**Q: For a number already on the WhatsApp Business App vs. a number on standard consumer WhatsApp, does Embedded Signup/Coexistence require migration?**

General pattern: a number already on the WhatsApp Business App is the case Coexistence is designed for — it does not need to be removed, and connects via a linking step while continuing to work on the phone. A number on a standard personal WhatsApp messenger does need to be removed from the app first before it can connect to the Business Platform. Note: source material on this point has been inconsistent between different articles — confirm this explicitly, especially for any specific country a partner asks about, before stating it as a blanket rule.

**Q: What does a client need to provide for WABA creation?**

- Admin access to the client's Meta Business Manager (a new one will be created if none exists).
- For Meta Business Verification: Certificate of Incorporation / Business Registration Certificate, and GST Certificate — business name and address must exactly match Meta Business Manager.
- A phone number owned and controlled by the client, not currently registered on WhatsApp or the WhatsApp Business App (must be removed first if it is), and able to receive SMS/voice OTP.
- A live website or active social media page clearly showing business name, contact details, and description of services, matching the legal documents and Meta Business profile.

#### **4. Template Management**

**Q: Can we create a template once and use it across all client WABAs?**

Templates currently need to be created per WABA — the recommended approach is to save your template parameters and use the API to recreate the same template on each new WABA. Template cloning via API is on the roadmap but not yet available; cloning is currently possible via the Chakra UI only.

**Q: When a template is created for a new WABA, does it require a new Meta approval?**

Yes — Meta requires separate approval for every template on every WABA. Approval isn't inherited; cloned templates are treated as new submissions with the same approval timeline as a fresh template.

**Q: What's the typical approval time for marketing templates, and are there restrictions on conversational-style templates?**

Templates are typically approved automatically, though some route through manual review. ETA is generally within 24 hours.

**Q: If our use case is mostly customer-initiated conversations (no outbound campaigns), can we operate with minimal or zero template usage?**

Yes — if you don't send template messages, messaging charges will be nil. The only cost is the Chakra subscription itself.

**Q: What's the current per-message rate for marketing templates ?**

Check country wise pricing in this pricing guide - [https://chakrahq.com/help/chat/getting-started/understanding-pricing-and-charges#country-wise-pricing-table](https://chakrahq.com/help/chat/getting-started/understanding-pricing-and-charges#country-wise-pricing-table)

**Q: A specific message is promotional/re-engagement in nature (e.g., "it's been a while, want to book again?") — does this need to be filed as MARKETING rather than UTILITY?**

Very likely yes — content that re-engages a customer for a new booking/purchase, rather than confirming or updating an existing transaction, falls under Meta's MARKETING category rather than UTILITY. Country-specific limits on marketing message frequency per recipient aren't documented on Chakra's side — this is a Meta policy question and needs direct confirmation for the specific country in question.

#### **5. WABA Ownership & Data Portability**

**Q: Will the WhatsApp Business Account belong to us/our clients, or to Chakra?**

WABAs belong to your clients (tied to whichever Meta Business Manager was used at signup). Chakra has access to manage the WABA for setup and general messaging actions — Chakra doesn't own it.

**Q: If we stop using Chakra, do clients keep their number and WABA? Is there any lock-in?**

No lock-in, no exit fees. You can disconnect from Chakra and retain the WABA, and migrate it to another service provider.

**Q: If we later move to direct Meta API or another BSP, can numbers be migrated without downtime or re-verification?**

Yes, migration is feasible — think of it as switching platforms. There may be a short downtime depending on setup speed, and you can export your customer contact and other configured data from Chakra. Number, approved templates, quality rating, messaging limits, and Official Business Account status generally carry over — with one exception: if a new WABA gets created during migration (which can happen with Coexistence porting specifically), that carryover may not apply.

**Q: What exactly is retained when a number is ported to another provider (chat history, templates)?**

Depends on the connection type:

- Standalone WhatsApp Business API: number retained, WABA retained, message templates retained; chat history cannot migrate once ported to another BSP.
- WhatsApp Coexistence API: number retained, but a new (disposable) WABA is created during porting, so templates don't carry over; chat history can migrate once reconnected with the new BSP.

To minimize data loss, subscribe to Chakra's webhook events and keep your own copy of chat data on your servers.

#### **6. Pricing & Billing**

**Q: What's the total cost, including Meta fees, templates, and any hidden charges for scaling beyond starter plans?**

See [Understanding Pricing and Charges](https://help.chakrahq.com/chat/getting-started/understanding-pricing-and-charges) for the full breakdown, and the confirmed rate card below.

**Q: What are the confirmed plan tiers and per-number rates for the Partner Program?**

Confirmed pricing as of the last update:

- Advanced plan: $49.99/month, includes up to 12 connected numbers.
- Additional numbers beyond a plan's included count: tiered — $2.99/number (13–49 numbers), $2.75/number (50–249), $2.25/number (250–499), $1.75/number (500–999), $1.50/number (1,000–4,999), $1.25/number (5,000+).
- Pro plan: $199.90/month, includes up to 60 connected numbers, with additional numbers on this tier priced at $2.49/number.

No upfront setup fee or partner fee on any tier. Illustrative worked examples: 10 numbers ≈ $49.99/month (within the Advanced plan's included count); 50 numbers ≈ $163.61/month on Advanced, or a flat $199.90/month on Pro; 100 numbers ≈ roughly $328/month on Advanced tiering, or $199.90 + 40 × $2.49 ≈ $299.50/month on Pro. Always confirm exact current figures against the live [pricing page](https://chakrahq.com/product/chakra-chat/pricing) before quoting a partner a firm number.

**Q: Do clients get billed directly by Meta for conversation fees, or does that go through us?**

Meta bills template message charges directly to the payment method on file in the client's own WABA — not through the partner's Chakra invoice.

**Q: Does Embedded Signup support credit-line sharing, so the partner's billing covers all clients' template charges instead of each client setting up their own?**

No — there's no shared credit line. Meta bills template charges directly to each client's own connected WABA. See the [partner pricing section](https://help.chakrahq.com/chat/partner/partner-solution-guide#partner-pricing).

**Q: Stripped of client-facing subscription tiers, what does it actually cost per client tenant — flat, per-number, or per-message? Is there an upfront setup fee?**

No upfront setup or partner fee. Pricing is a flat per-number cost (see tiered rate card above), with template message overage charges if usage exceeds the plan's included template allowance. See [pricing plans](https://chakrahq.com/product/chakra-chat/pricing).

**Q: Are there hidden platform fees related to session messages, or are Meta conversation fees the only variable cost?**

No other hidden charges. Session messages have no Chakra-side hard limit; paid plans include full feature access, subject to a fair-usage policy for a smooth experience across all customers. (Note: from October 1, 2026, Meta itself begins charging for these — see the new section below.)

**Q: Fixed monthly fee even with zero connected clients, or does cost scale with connected accounts?**

It's a fixed base subscription plus scaling: e.g. the Advanced plan is a flat $49.99/month covering up to 12 numbers, regardless of how many of those 12 are actually filled — so at low client counts you're paying the flat base fee even with unused capacity. Beyond the plan's included count, cost scales up per additional number per the tiered rate card above.

**6a. Agency/Partner Payment Method Mechanics**

**Q: Since Chakra doesn't provide a credit line, and partners can add their own payment method inside client WABAs, how exactly is this done during onboarding?**

Step-by-step guide: [Setup Payment on WhatsApp Business](https://chakrahq.com/help/chat/getting-started/setup-payment-on-whatsapp-business).

**Q: Does the partner need to be added as admin/finance admin in each client's Meta Business Manager or WABA to add their payment method?**

If you have Admin or Finance-level access in the client's Meta Business Manager, you can add the payment method directly. If not, the client will need to add it themselves, or grant that access first.

**Q: Will adding the partner's payment method affect the client's ownership of the WABA, phone number, approved templates, quality rating, or messaging limits?**

No impact — the payment method is entirely separate from the WABA record. It doesn't touch ownership, phone number, template approvals, quality rating, or messaging limits.

**Q: Can the client see that the partner's payment method has been added to their WABA?**

Yes — as the owner of the WABA/Business Manager, the client has full visibility into any payment methods attached to it.

**Q: Can the client remove the partner's payment method without approval?**

Yes — as the primary owner of the Meta Business Manager, the client can remove any payment method at any time without needing the partner's approval.

**Q: If a client leaves later, what's the correct offboarding process to remove the partner's payment method?**

Simply remove the payment method from the client's Business Manager and have them add their own in its place. There's no separate formal "offboarding" process beyond that.

**Q: If a partner manages multiple client WABAs and adds the same payment method to each, is Meta billing charged separately per WABA or combined into one statement?**

Meta bills each WABA separately — even with the same card across multiple client accounts, charges appear broken out per WABA, not combined into one line.

#### **7. Limits, Fair Usage & Scaling**

**Q: What are the limits per number (messages/sec, conversations/day)?**

WhatsApp applies dynamic 24-hour rolling limits per WABA for template messaging, scaled based on past template volume, quality rating, and business verification status. See [Meta's messaging limits documentation](https://developers.facebook.com/documentation/business-messaging/whatsapp/messaging-limits). New numbers are generally suggested to send around 80 messages/second on the standard API.

**Q: What is the throughput cap specifically under Coexistence?**

Chakra follows Meta's defined Coexistence throughput exactly — fixed at \~20 messages/second — with no additional Chakra-side throttling on top of that.

**Q: What messaging tier does a newly connected client number start at, and does it need its own business verification to scale beyond it?**

Each client is treated independently by Meta and starts at the default tier (250 conversations/24h). Scaling beyond this requires business verification — see the [scaling documentation](https://developers.facebook.com/documentation/business-messaging/whatsapp/messaging-limits#increasing-your-limit).

**Q: Are there rate limits or fair-usage policies per connected number we should know about?**

Rate limits are governed by Meta at the WABA level — there's no separate Chakra-imposed cap on standard messaging. Chakra does provide a rate-limit configuration option to help optimize template delivery.

**Q: Is there a restriction on automation/AI usage for inbound customer support?**

No limit on the number of chatbots or chatbot steps/activations. It's recommended to use your own OpenAI key — if you use Chakra's default key, token charges are billed separately.

#### **8. Branding & White-Label**

**Q: Will Chakra branding appear anywhere in the experience visible to our clients?**

Only during the Embedded Signup flow, which is a Meta-standard module and can't be modified. Outside of that step, Chakra branding isn't visible to your clients, since the Partner Solution is designed to be embedded inside your own product interface.

**Q: What white-label options are actually available today?**

A custom web app URL and a custom logo within the product interface — described as a basic white-labeled / SaaS partner model. A fully white-labeled solution (including the Embedded Signup step) isn't offered yet; a workaround has been discussed with a recurring but still-unconfirmed ETA of 2–3 months.

#### **9. Compliance & Data Infrastructure**

**Q: Do you have existing customers in specific regions/verticals (e.g., Turkey, healthcare)?**

Yes — customers in Turkey, and globally across healthcare appointment scheduling and similar workflow use cases.

**Q: Are there compliance considerations for handling patient/personal data under regional laws (e.g., Turkey's KVKK)?**

Chakra is GDPR compliant and largely aligned with data protection agreements (DPA) across most geographies. For specific legal/regional requirements, the legal team can respond directly to a submitted question.

**Q: Where does Chakra store message data and conversation logs? Is the hosting region configurable?**

On AWS infrastructure, in the AWS datacenter located in Mumbai, India. This is currently fixed — there's no option to choose an alternate processing region (e.g., US) at this time.

**Q: Does Chakra provide a Data Processing Agreement (DPA), e.g. for India's DPDPA 2023?**

Under review by the compliance team at the time of the last update — no confirmed answer yet on DPDPA 2023 specifically. Needs a final answer before this goes into the published FAQ (see flag above).

**Q: Who owns the conversation history, contacts, and media data — the partner or Chakra?**

Data is stored on Chakra's servers, but ownership belongs to the partner. You can export and retain your own copy of all data at any time by subscribing to Chakra's webhook events.

**Q: Is support available in English for technical integration questions?**

Yes, and local-language support is also available over email and chat, in addition to English.

#### **10. Support, SLA & Partner Terms**

**Q: Do you have an uptime SLA / status page?**

Yes — see the [Chakra status page](https://stats.uptimerobot.com/CpRD3SwrIJ) and [Meta's WhatsApp API status page](https://metastatus.com/whatsapp-business-api). A specific 12-month uptime percentage isn't separately published — point to the live status page directly if a partner wants a hard number.

**Q: What is the webhook retry policy if our endpoint is unavailable?**

There is currently no retry policy on webhook delivery. If a receiving endpoint is down when an event fires, that event is not automatically retried or queued. Partners should architect for this — a highly-available receiving endpoint, or periodic reconciliation via the API — rather than assuming automatic retries.

**Q: Do you sign outbound webhooks (HMAC or similar) so we can verify authenticity?**

Yes — outbound webhooks are HMAC-signed.

**Q: Do partners get a dedicated account manager or priority support, and what's the response-time commitment?**

No dedicated account manager is assigned by default, but partners on the Advanced plan tier do receive priority ticket support with direct technical team access. Free and Starter plans get standard ticket support with a 1-business-day first response time.

**Q: Does Coexistence support let a number stay active on the WhatsApp Business app while also connected via API? Do messages stay synced?**

Yes — Coexistence lets you use both the WhatsApp Business mobile app and the WhatsApp Business Platform (API) after connecting. Meta's systems are designed to mirror/sync messages across both in real time.

**Q: Can you share the Partner Program terms (partner agreement, data-ownership, non-solicitation language) ahead of a call?**

Partner/business accounts are bound by a Master Subscription Agreement (MSA) upon signup — this is the core legal contract governing platform use, data privacy standards, and service uptime. There are no separate special terms beyond the MSA for partners specifically; the same standard agreement applies as for any customer. Specific legal/data requirements can be sent in for review.

**Q: What are the next steps to test the first WhatsApp number?**

Create a Chakra account (Free plan, no credit card required) and connect a real number to test — or use the 7-day free trial for full feature access to test partner/multi-tenant functionality specifically. See the [Getting Started guide](https://chakrahq.com/help/chat/getting-started).

#### **11. October 1, 2026 Pricing Change (Meta Service Messages)**

**Q: From October 1, 2026, Meta begins charging for service (non-template) messages sent inside the 24-hour window. How will this be billed on Chakra's platform?**

Meta's new per-message service-message charge is billed directly by Meta, with no Chakra markup — same zero-markup policy as templates today. Separately, Chakra will apply its own included volume allowance for service messages per plan tier, similar to how template messages are handled — usage beyond that plan-level allowance incurs a Chakra-side overage charge. These are two distinct things: (1) Meta's own per-message fee, and (2) Chakra's own plan-level volume limit with overage pricing.

**Q: Do "Unlimited Session Messages" on paid plans still apply after October 1, 2026?**

"Unlimited" refers to Chakra's own platform-side quota (no Chakra-imposed cap on the number of session messages you can send). Meta's own new per-message charge for those messages, starting October 1, 2026, is separate and passed through at cost. Final terms are still being finalized as the date approaches — confirm specifics before quoting a partner.

**Q: Will Chakra apply any markup on these new service-message charges?**

No — zero markup, consistent with the existing template-message policy.

**Q: Are Meta's new service-message charges billed directly to the client's own payment method, or through Chakra's invoice?**

Directly by Meta to the client's own payment method on their WABA — not through Chakra's invoice.

#### **12. Coexistence — Additional Technical Specifics**

**Q: How much chat history is synced at onboarding, and is the 24-hour post-onboarding sync window handled automatically?**

Up to 6 months of chat history syncs at onboarding, and the 24-hour post-onboarding sync window is handled automatically — no manual steps required.

**Q: Do we receive the smb\_message\_echoes webhook (messages the owner sends from the mobile app)? Is this available on the Free plan?**

Yes — this is a default Meta feature across all Coexistence setups, available on every plan including Free.

**Q: Does Coexistence on the platform support the Marketing Messages API, or only the standard /messages endpoint?**

Both — the standard /messages endpoint and the Marketing Messages API are supported under Coexistence.

**Q: Do Meta webhooks land on Chakra's servers first and get forwarded, or can Meta's webhook override be configured for direct-to-partner delivery?**

Webhooks land on Chakra's servers first, then get forwarded to the partner's endpoint. There's currently no option to configure Meta's webhook override for direct-from-Meta delivery.

**Q: Are there country restrictions on Coexistence?**

No country restrictions currently confirmed. CoExistence is supported in all countries now.

# **Getting Support**

Chakra's technical team handles partner tickets for integration issues, feature requests, and urgent incidents.

- Standard plans: Support via ticket system
- Advanced plans: Priority ticket handling with direct technical team access

To raise a support request or contact the team, visit [chakrahq.com](https://chakrahq.com) or reach out through your partner account.

---

URL: https://chakrahq.com/help/chat/automation-settings/chat-automations.md.md

<DocCardList />

---

URL: https://chakrahq.com/help/chat/admin-settings/user-account-settings.md.md

![user access audit logs](https://assets.pages.chakrahq.com/media/user access audit logs.png)

# User Management 

- Go to [Admin -> User Management](https://app.chakrahq.com/admin/users) to access all User Management Settings

![Access_User_Management](https://assets.pages.chakrahq.com/media/Access_User_Management.png)

## User Management Basics

The User Management section in Chakra Chat  gives you complete control over your team's access and permissions. This central hub allows administrators to efficiently manage all user accounts, roles, and security settings in one place.

![User_Management_Basics](https://assets.pages.chakrahq.com/media/User_Management_Basics.png)

**The user management dashboard provides a comprehensive view of all system users with the following capabilities:**

- Adding Users
- Editing User Information
- Password Management
- Role Type Management
- Login Access Control
- Deleting Users
- Current Availability Status
- User Created Date

## Add Users

- Click on `⊕ Invite User` 
- In the Invite user pop up form add all relevant details wiht mandatory fields
    - First Name
    - Username
    - Password
    - Role (Admin, Inside Sales Agent, Inside Sales Manager)
- Adding an E-mail and Primary Phone helps in password reset
- *Pods and Profile fields can be ignored*
- Click **Invite** to add the user

![Add_User_Form](https://assets.pages.chakrahq.com/media/Add_User_Form.png)

## User Roles

In Chakra Chat, a user can be assigned any of the 3 role types. The 3 roles have different level of feature  and admin setting access.

**Role Types**

- Admin
- Manager
- User

**Default Roles** 

3 Roles are created in the default team template for each of the Role Types

- `Admin` (Admin)
- `Inside Sales Manager` (Manager)
- `Inside Sales Agent` (User)

### Role Type Access

![User_Role_Access_Table](https://assets.pages.chakrahq.com/media/User_Role_Access_Table.png)

## User Management Actions

- In the Users tab, find the user in the list.
- Click on the • • • to the right side of the user row in the list.

![Admin_User_Change_Password](https://assets.pages.chakrahq.com/media/Admin_User_Change_Password.png)

### Edit User

- Click on `Edit User` option
- Edit the User details in the popup window
- Click on **Update**

![Admin_User_Edit_Popup](https://assets.pages.chakrahq.com/media/Admin_User_Edit_Popup.png)

### Change User Password

---

URL: https://chakrahq.com/help/chat/lead-management/leads-dashboard.md.md

## **Lead Dashboard Views**

The Leads Dashboard offers three ways to view your lead list:

**Table View** (Default) The standard view. Most features and actions are optimised for this view and it's recommended for day-to-day use.

ka

![All_Leads_Dashboard_2](https://assets.pages.chakrahq.com/media/All_Leads_Dashboard_2.png)

**Kanban View** Best for sales pipeline management. Drag and drop leads between stages to update their status. Note: Some actions like bulk selection and deleting leads are not available in this view.

![Leads_Kanban_view](https://assets.pages.chakrahq.com/media/Leads_Kanban_view.png)

**Card View** Displays leads in a vertical card layout. This view is linked to how leads appear in the Chakra Mobile app, so it's ideal if you want to customise the mobile display. Note: Some actions like bulk selection and deleting leads are not available in this view.

![Leads_Card_view](https://assets.pages.chakrahq.com/media/Leads_Card_view.png)

---

## **Searching for Leads**

Use the Search Bar to quickly find leads by attributes such as Name, Phone Number, or Lead ID.

**How to search:**

1. Type your search term in the search bar
2. Press Enter
3. The term will appear as an active text filter in the bar

![Leads_Search_Video](https://assets.pages.chakrahq.com/media/Leads_Search_Video.gif)

---

## **Filtering Leads**

### **Basic Filter**

Filter leads using any lead attribute (field).

**How to use:**

1. Type the attribute name in the Search/Filter bar
2. Select the appropriate filter field from the dropdown
3. Choose a relevant operator (e.g. =, ≠, >, <, exists, contains)

Different field types support different operators. For example, Date fields support <, >, and exists, while Name (text) fields support =, ≠, exists, and contains.

![Leads_Basic_Filter_Video](https://assets.pages.chakrahq.com/media/Leads_Basic_Filter_Video.gif)

---

### **Advanced Filter**

Use this when you need to apply multiple filters or handle more complex filtering scenarios.

**How to use:**

1. Click the **+** (Add a Filter) button on the right side of the Search/Filter bar
2. A Filter Drawer will open on the right
3. Select a Field, choose an Operator, and add or select a Value
4. Repeat to add multiple filters

![Leads_Advanced_Filters_Video](https://assets.pages.chakrahq.com/media/Leads_Advanced_Filters_Video.gif)

---

### **Lead Created Date Filter**

The Created Date filter is a standalone filter separate from the standard filter feature.

![Leads_CreatedAt_Relative](https://assets.pages.chakrahq.com/media/Leads_CreatedAt_Relative.png)

**How to use:**

1. Click the **Start Date** filter button and enter a value
2. Click the **End Date** filter and enter a value
3. You can use absolute dates or relative options like *Last 7 Days*, *Yesterday*, or *Last 365 Days*

---

## **Spaces (Saved Filters)**

Spaces let you save a combination of filters so you can quickly reapply them later.

### **How to Save a Space**

1. Set up your filters using the steps above (including any Created Date filter if needed)
2. Click the 💾 icon to the right of the Created Date filter
3. In the Save Space pop-up:
    - **Save In:** Choose who can see this Space
        - *My Spaces* – Visible only to you
        - *Role-Based Spaces* – Visible to users of a specific role (Admins/Managers only)
        - *Common Spaces* – Visible to all team members (Admins/Managers only)
    - **Select or Create a Space:** Choose an existing Space from the dropdown, or type a new name and click **Create New**
    - **Save Created At Filter:** Toggle this on if you want the date filter saved with the Space
    - Optionally customise which table columns appear for this Space
4. Click **Save Space**

![Leads_Spaces](https://assets.pages.chakrahq.com/media/Leads_Spaces.png)

### **How to Use a Space**

- Click on any Space name to apply its saved filters instantly
- Hover over a Space name and click **⫶** for more options:
    - 📌 **Set as Default** – Automatically applies this Space whenever you open the Leads Dashboard
    - 🗑️ **Delete Space** – Removes the Space permanently

---

## **Managing the Lead List Table**

### **Sorting**

Click on any column header to sort by that field. Click once for ascending, again for descending, and a third time to remove the sort.

![Leads_Sort_Columns](https://assets.pages.chakrahq.com/media/Leads_Sort_Columns.png)

### **In-Place Editing**

Editing is enabled by default. Click directly on a field in the table to update values like text, dates, and more.

![Lead_Details_In_Place_Editing_Video](https://assets.pages.chakrahq.com/media/Lead_Details_In_Place_Editing_Video.gif)

### **Customising Table Columns**

1. Click **Customise Table Columns**
2. **Add columns:** Select attributes from the *Select Column to Add* dropdown
3. **Remove columns:** Click the delete icon next to any field in the Actions column
4. **Reorder columns:** Drag and drop rows using the ☰ icon
5. Click **Save**

![Leads_Customize_Table_Columns_Video](https://assets.pages.chakrahq.com/media/Leads_Customize_Table_Columns_Video.gif)

Admins can save column customisations for the entire team or a specific role. Use the `🗑️` button in the Customisation pop-up to reset to defaults.

---

## **Navigating Pages**

At the bottom of the Lead List, you can:

- Jump to a specific page number
- Change the number of leads shown per page (default: 10)
- Navigate using page numbers or the `>` next page button

![Leads_Page_Navigation](https://assets.pages.chakrahq.com/media/Leads_Page_Navigation_Desktop.png)

---

## **Selecting Leads**

**Individual Selection:** Check the checkbox on the left side of any lead row.

![Leads_bulk_Selection](https://assets.pages.chakrahq.com/media/Leads_bulk_Selection.png)

**Select All on Current Page:** Check the checkbox in the table header row. A prompt will confirm how many leads are selected on the page.

**Select All Leads (across all pages):**

1. Check the header checkbox
2. In the selection prompt, click **"Select all `#Count` items applicable overall"**

![Leads_Bulk_Selection_Video](https://assets.pages.chakrahq.com/media/Leads_Bulk_Selection_Video.gif)

---

## **Lead Actions**

Once leads are selected, you can perform the following actions:

- Click on the Pencil Icon ✎
- From the dropdown choose appropriate action

![Lead_Actions](https://assets.pages.chakrahq.com/media/Lead_Actions.png)

| **Action** | **Description** |
| **Change Assignee** | Assign or reassign the lead to a team member |
| **Change State** | Update the lead's current stage or status |
| **Send Message** | Send a direct message to the lead |
| **Add to Campaign** | Add the lead(s) to a campaign |
| **Remove from Campaign** | Remove the lead(s) from a campaign |
| **Delete Lead** | Permanently delete the lead(s) |

**How to use:**

1. Select your lead(s)
2. Click the **Action** icon
3. Choose the action, fill in any required details in the pop-up, and click **Submit/Save**

---

## **Download Leads**

You can download leads from the lead dashboard

- Select the Leads using ☑ checkbox  *[Optional]*
- Click to `⚙️` settings icon

![Download_Lead_Data_bulk_Chakra_Chat](https://assets.pages.chakrahq.com/media/Download_Lead_Data_bulk_Chakra_Chat_.png)

- Click on `Download Table Data`
-  To Download select custom fields of the leads. In the download manager;
    - To download all column in the lead list, simple click on `Request New Download`
    - To download select columns from the lead list, click on `Column` filter
    - Choose `Custom`. Add the custom fields to download and then `Request New Download`

![Download_All_Bulk_Data_Chakra_Chat](https://assets.pages.chakrahq.com/media/Download_All_Bulk_Data_Chakra_Chat.png)

- Access the Downloaded File in the `All Downloads` section
    - Once the Status is PROCESSES the data can be downloaded

---

## **Adding Leads**

You can add leads to Chakra Chat in the following ways:

- **Manual Lead Addition** – Add leads one at a time directly in the dashboard. Use the [help guide to create a lead manually](https://help.chakrahq.com/chat/lead-management/add-lead#manually-create-a-lead)
- **Bulk Lead Upload** – Upload multiple leads at once via a file. Follow the steps in the [Bulk Lead Upload help guide](https://help.chakrahq.com/chat/lead-management/add-lead#bulk-upload-leads)
- **Bulk Lead Update** – Update multiple existing leads in bulk. Follow the steps in the [Bulk Lead Update help guide](https://help.chakrahq.com/chat/lead-management/add-lead#update-leads-bulk)
- **Webhook Integration** – Automatically add or update leads via a connected webhook

Refer to the individual help articles for each method for step-by-step instructions.

---

URL: https://chakrahq.com/help/chat/lead-management/lead-management-basics.md.md

Chakra Chat includes built-in lead management features to help you organize customers and manage your sales pipeline.

---

## **How Leads Are Created**

Leads are created automatically or manually in the following ways:

- **Incoming chat** – Any incoming WhatsApp message automatically creates a lead.
- **Bulk broadcast campaign** – Leads imported via an external list (table or CSV) during a broadcast campaign.
- **Manual creation** – Add a single lead directly using the lead form (+ button).
- **Bulk upload** – Import multiple leads at once using a CSV file.
- **Webhook / Plugin** – Leads created programmatically via Chakra Plugin webhook integration.

**Deduplication:** If a new lead shares a phone number with an existing lead, the two are automatically merged — no duplicates are created.

---

## **Lead Dashboard — Key Sections**

### **1. Search & Filter Bar (Top Section)**

| **Feature** | **What it does** |
| Search / Filter bar | Free-text search across all lead fields, or filter by specific attributes |
| Lead Created At filter | Filter by lead creation date. Default range is the last 30 days |
| Save as Space | Saves your current filter combination as a "Space" for quick reuse |
| Clear Filters | Removes all active filters and resets the list to default |

---

### **2. Action Bar**

| **Button** | **What it does** |
| ⊞ View Type Toggle | Switch between Table, Kanban, and Card views |
| ⟳ Refresh | Reloads lead data while keeping your filters intact (unlike a browser refresh) |
| ⇧ Bulk Upload | Import multiple leads at once via CSV |
| ⌷ Customize Table Columns | Add, remove, or reorder columns in the table view |
| ➕ Manual Lead Creation | Create a single lead using the lead form |
| ✎ Actions | Apply bulk actions to selected leads |
| ⚙️ Settings | Configure lead management and pipeline preferences |

---

### **3. Lead List Table**

- **Lead List Header** – The top row showing column names (lead field labels).
- **Lead List Columns** – Each column represents a lead field.
- **Lead Selection Checkbox** – Select one or more leads to perform bulk actions.
- **In-place Editing** – Click the edit button on any cell to update a field value directly in the table, without opening the full lead record.

---

### **4. Navigation & Pagination**

- Click page numbers to jump to a specific page
- Use **>** to go to the next page
- Type a page number directly into the input box
- Use the dropdown to change how many leads appear per page (default: 10 per page; options include 100 per page)

---

## **Lead Fields Reference**

### **System Fields**

These are managed automatically by Chakra Chat:

| **Field** | **Description** |
| State | The lead's current stage in the sales pipeline |
| Status | Lead lifecycle status: Open, Closed, or Cancelled |
| Assigned To | The team member currently assigned to the lead |
| Created At | Timestamp when the lead was created |
| Updated At | Timestamp when the lead was last modified |

### **Default Lead Fields**

These are present on every lead by default:

| **Field** | **Description** |
| Phone Number | The lead's WhatsApp number — also used for deduplication |
| Customer Name | Populated from the contact's first name |

---

URL: https://chakrahq.com/help/chat/faqs/faq-setup/convert-whatsapp-business-api-to-whatsapp-coexistence.md.md

We can assist with connecting your existing WhatsApp Business API number to Chakra using Coexistence mode. Because the number is currently linked to another provider, this requires a specific migration process. Please allow a few days — typically up to one week — for the number to be ready, as it must go through a mandatory warm-up period after being re-registered.

### **Phase 1 — Disconnection**

Contact your current provider and request that they completely disconnect and unlink your number from the WhatsApp Business Platform. Once this is done, the number should be free from any API connections.

### **Phase 2 — Registration & Warm-up**


#### **Step 1: Register the number**

Download the official WhatsApp Business app and register your number. You can follow the official instructions here:

[WhatsApp Business App — Setup Instructions](https://faq.whatsapp.com/1344487902959714)

#### **Step 2: Establish usage history**

Use the app actively for 4–7 days to establish normal business activity. We recommend:

- Sending messages to at least 7–10 different contacts
- Replying to incoming messages from those contacts
- Maintaining regular activity throughout the warm-up period

**Note:** *This warm-up period is a WhatsApp requirement and cannot be skipped.*

### **Phase 3 — Re-Connection to Chakra**

Once the number has been active in the WhatsApp Business app for several days, you can proceed with the Coexistence connection inside Chakra:

[Connect WhatsApp via Coexistence Guide](https://help.chakrahq.com/chat/getting-started/setup-whatsapp-account/connecting-whatsapp#connect-whatsapp-coexistence)

For any additional steps during onboarding, refer to the complete setup guide:

[All-in-One Account Setup Guide](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide)

For any other issues, please reach out to Chakra Support team via [Support Tickets](https://help.chakrahq.com/chat/getting-started/get-help-support#create-a-ticket-with-chakra)

---

URL: https://chakrahq.com/help/chat/faqs/faq-setup/troubleshoot-whatsapp-business-account-restricted.md.md

This error means your WhatsApp Business Account has been restricted or disabled due to policy violations or discrepancies in the verification process. Common causes include sending spam or inappropriate messages, promoting restricted/prohibited goods or services, or receiving excessive user complaints.

# Steps to troubleshoot 

Follow the below steps to troubleshoot your WABA restriction for a New Phone Number registration or a WhatsApp Business Phone registration.

## For a New Phone Number

If a restricted WABA issue comes up during a new phone number setup, you have 2 options to troubleshoot.

### Create New WhatsApp Business Account

- In the Embedded Signup (ES) step "`Select or Create WhatsApp Business Account`"
- Instead of selecting the restricted WhatsApp Business Account, try creating a new WhatsApp Business Account. Choose the option `Create a WhatsApp Business Account`

![Select_WhatsApp_Business_Account](https://assets.pages.chakrahq.com/media/Select_WhatsApp_Business_Account.png)

- This will create a new WhatsApp Business Account (WABA) and should generally not face an issue while you add your phone number in this new WABA
- In case of the new WABA also facing restriction, follow the Request a Review process to get the WABA unblocked

### Unrestricted WhatsApp Business Account 

**Types of Restrictions & What to Expect**

> Restrictions range from a **Partial Block (1–3 days)** where you can't send marketing templates, to a **Full Block (5–30 days)** where no messages can be sent, to an **Account Lock** which is indefinite and requires an appeal to fix. Read more about WhatsApp Business account restriction troubleshooting from [Facebook documentation](https://www.facebook.com/business/help/1039383743778558?locale=en_GB).

**Step 1 — Go to Business Support Home**

This is your first and most important action. Navigate to: 👉 [Business Support Home](https://www.facebook.com/business-support-home)

You can find all active restrictions in the Business Support Home section of Meta Business Suite. Meta gives you a clear dashboard that shows the exact policy you broke. 

**Step 2 — Identify the Specific Violation**

You need to diagnose the violation by checking violation details at [Business Support Home](https://www.facebook.com/business-support-home). If it shows a policy violation that you feel can be appealed, you can proceed to request a review.

**Step 3 — Request a Review**

Follow the [steps in the guide](https://help.chakrahq.com/chat/getting-started/get-help-support#request-a-review-in-meta-business-manager) to request a review. Open the Account Review page, and click **Request Review** to submit your case. In the pop-up, type a short, clear message explaining what was flagged, the changes you've made, and include any relevant details (like an updated website link or proof of opt-in contact worfklow).

A good message template to use:

> *"Our business account was restricted for \_\_\_\_\_. We have resolved this issue by \_\_\_\_\_ and updated the business details to comply with WhatsApp's Business policies."*

**Note: It may take arouind 48 hours to get a decision on the review request, although it may take more time.**

**Step 4 — While the review is in progress, Check Your Account Setup**

Check that basics are in order for your API signup:

Do ensure your personal Facebook account is active, verified, and doesn't face any restrictions. Verify your business using valid documents (business certificate, tax ID, etc.). Use a valid business email and accurate details. Ensure an admin with full access is driving the setup. 

## For WhatsApp Business Phone 

If a WABA restriction if encountered during the Embedded Signup(ES) of a WhatsApp Business Phone number, follow the below steps to troubleshoot.

Types of Restrictions on WhatsApp Business Phone Account

- Your account may be restricted soon
- Your account is restricted right now
- You're temporarily banned

### Wait for Temperory Restriction to be Over

If you get a temperory restriction with a message flashed with a specified timeline on the WhatsApp Business app.

![WhatsApp_Business_App_Restricted](https://assets.pages.chakrahq.com/media/WhatsApp_Business_App_Restricted.png)

**Wait for the restriction to be over** and then try registering the WhatsApp Business Phone in Chakra Chat using the Embedded Signup (ES). Follow the steps in this [Coexistence setup guide](https://help.chakrahq.com/chat/getting-started/setup-whatsapp-account/connecting-whatsapp#connect-whatsapp-coexistence).

### For Permanent Restriction

**Request a Review**: For a permanent restriction, please follow the steps by requesting a review in [Meta Business Support Home](https://www.facebook.com/business-support-home)

- Follow the Chakra Help guide how to [request a review](https://help.chakrahq.com/chat/getting-started/get-help-support#request-a-review-in-meta-business-manager) 
- Read more about the steps in this [section of the help guide](https://help.chakrahq.com/chat/faqs/faq-setup/troubleshoot-whatsapp-business-account-restricted)

For any other issues, reach out to Chakra team via a [Chakra Support Ticket](https://help.chakrahq.com/chat/getting-started/get-help-support#create-a-ticket-with-chakra)

---

URL: https://chakrahq.com/help/chat/faqs/faq-general-whatsapp-api/whatsapp-api-display-name.md.md

## WhatsApp API Display Name Guidelines

Getting your Display Name right from the start avoids delays in account setup. Meta reviews every Display Name before it becomes active, and names that don't meet the guidelines will be rejected.

| **ℹ  Good to know**\n\n- [ ]   Your Display Name can be changed up to 10 times within any 30-day period.\n- [ ]  Approval typically takes 1–3 business days.\n- [ ]  Once approved and your business is verified, your Display Name will appear in place of your phone number for customers.\n- [ ]  Your Display Name must be approved before your account registration certificate is available. |

# **Display Name: The Golden Rule**

Your **Display Name must clearly and accurately represent your business**. It should match how your brand appears on your official website and external marketing materials — same wording, same capitalisation, same spacing.

# **Do's and Don'ts**

| **✔  Do** | **✘  Don't** |
| --- | --- |
| **✔**  Use your real business name exactly as it appears on your website. | **✘**  Use a generic or vague term (e.g. Fashion, Shop, Service). |
| **✔**  Match capitalisation to your external branding (e.g. TechNova not Technova). | **✘**  Change capitalisation or spacing to something different from your website. |
| **✔**  Add a geographic or product qualifier if needed (e.g. "Sunrise Bakery Mumbai"). | **✘**  Use a full personal name (e.g. "John Smith") as the Display Name. |
| **✔**  Include a department or division indicator (e.g. "Acme Corp – Support"). | **✘**  Use slogans, taglines, or descriptions (e.g. "Best Pizza in Town"). |
| **✔**  Make the parent/child relationship clear if representing a subsidiary (e.g. "FlightEase by Global Voyager"). | **✘**  Use emojis, special characters, punctuation, or symbols in the name. |
| **✔**  Use the format "[Product/Service] by [Business Name]" for product lines. | **✘**  Format the name as a URL or email address. |
| **✔**  Use at least 3 characters in your Display Name. | **✘**  Reference Meta, WhatsApp, Facebook, or any other Meta product name. |
| **✔**  Ensure your business has a working, publicly accessible website. | **✘**  Use a generic geographic location alone (e.g. "Mumbai", "Lagos"). |
| **✔**  Get WhatsApp team approval if your business has a government affiliation. | **✘**  Infringe trademarks or use names belonging to other businesses. |
| **✔**  For test/demo accounts, keep the business association clear (e.g. "Acme Corp Test"). | **✘**  Use a standalone product category without a business name (e.g. "Cold Pressed Juices"). |

# **Display Name: Formatting Rules**

Beyond the content of your name, WhatsApp also enforces strict formatting rules:

- Minimum 3 characters long.
- Must use grammatically correct capitalisation that matches your external branding.
- No extra punctuation, emojis, or character symbols unless they are genuinely part of your registered brand.
- No extra spaces, hyphens, or separators added beyond your standard brand name.
- Cannot be formatted as a website URL (e.g. www.mycompany.com) or email address.
- Cannot reference Meta, WhatsApp, Facebook, or Instagram.

# **Examples**

Use the table below to understand what gets approved and what gets rejected — and why.

| **Scenario** | **✔  Accepted** | **✘  Rejected** | **Why?** |
| --- | --- | --- | --- |
| **Standard business name** | ✔  Sunrise Bakery\n\n✔  Sunrise Bakery Mumbai | ✘  Bakery\n\n✘  Best Bakery\n\n✘  Sunrise 🥐 Bakery | *Generic terms and emojis are not allowed* |
| **Product line with parent brand** | ✔  Cold Pressed Juices by Fresh Produce\n\n✔  Fresh Produce Cold Pressed Juices | ✘  Cold Pressed Juices\n\n✘  FP Cold Pressed Juices\n\n✘  Fresh Produce Juices | *The parent brand must be present; abbreviations and removals break branding consistency* |
| **Department / division** | ✔  Acme Corp – Support\n\n✔  Acme Corp Customer Care | ✘  Support\n\n✘  Customer Care\n\n✘  Acme Help | *Standalone department names have no business relationship context* |
| **Subsidiary or partner brand** | ✔  FlightEase by Global Voyager\n\n✔  Commercial Air by Global Voyager | ✘  Commercial Air\n\n✘  FlightEase | *The relationship to the verified parent business must be explicitly stated* |
| **Personal name as business** | ✔  Dr. Patel Dental Clinic\n\n✔  Patel & Associates Law | ✘  Priya Patel\n\n✘  John Smith | *A full personal name alone is not a business identity* |
| **Test / demo account** | ✔  Acme Corp Test\n\n✔  Fresh Produce Demo | ✘  Test\n\n✘  Demo Account\n\n✘  Bot | *Test accounts must maintain a clear link to the parent business* |
| **Capitalisation & spacing** | ✔  TechNova\n\n✔  techNova (if that's the brand) | ✘  Technova\n\n✘  Tech Nova\n\n✘  TECHNOVA | *Must match exactly how the brand appears on the official website* |
| **Government-affiliated org** | ✔  City of Mumbai Water Board (with WhatsApp approval) | ✘  Mumbai Water Board (without approval) | *Any government affiliation requires explicit WhatsApp team sign-off* |

# **Common Reasons for Rejection**

If your Display Name is rejected, it is usually due to one of the following:

- The name is too generic (e.g. a single common noun like "Fashion" or "Tech").
- The name is a person's full name with no business context.
- The name contains emojis, symbols, or special characters.
- The name doesn't match what appears on your business website.
- The name references WhatsApp, Meta, Facebook, or Instagram.
- The name is a slogan, tagline, or marketing description.
- The name is formatted as a URL or email address.
- Your business website is not publicly accessible or doesn't feature the name.
- A subsidiary name is used without clarifying the parent company relationship.

# **How to Change Your Display Name**

If your Display Name is rejected or you need to update it, follow these steps:

- Log in to [Meta Business Manager](https://business.facebook.com/latest/settings/whatsapp_account).
- Navigate to WhatsApp Manager > Account Tools > Phone Numbers.
- Click the edit button next to your current Display Name.
- Enter your new Display Name and submit for review.
- Await Meta's review — this typically takes 1 to 3 business days.

| **ℹ  Remember**\n\n- [ ]   You can change your Display Name up to 10 times in a 30-day period.\n- [ ]  If you need help choosing a compliant name, contact the Chakra Chat support team.\n- [ ]  Always check your business website first, your Display Name should match it exactly. |

---

URL: https://chakrahq.com/help/chat/getting-started/all-in-one-account-setup-guide.md.md

# Chakra Chat Onboarding Guide

Welcome to **Chakra Chat**! This step-by-step guide will help you set up your WhatsApp Business API account on Chakra quickly and smoothly.

---

### 1. Signup 

To access Chakra account 

- Create your Chakra account here - [Chakra Account Creation](https://app.chakrahq.com/user/signup/chakra-whatsapp)
    - Signup using Gmail
    - Signup Using Form
- Detailed signup instructions: [How to Signup/Login in Chakra Chat](https://help.chakrahq.com/chat/getting-started/create-chakra-account-login)
- By default, a new account is part of the **Free Tier**. Check [available features](https://chakrahq.com/product/chakra-chat/pricing/) in the free plan and other paid subscription plans

---

### 2. Setup Checklist

Before connecting your number, ensure all requirements are met: [Setup Pre-requisites Checklist](https://help.chakrahq.com/chat/getting-started/setup-pre-requisites-checklist)

✅️ The WhatsApp Business API registration is for Businesses.
✅️ Meta Business Manager
✅️ A Phone Number (NEW)  or a WhatsApp Business Phone Number
✅️ Business Details (Business Name, Address, Website)
✅️ Tax Info as per local regulations. (**GST for India**, VAT for UK/Australia, etc)

---

### 3. Connect WhatsApp Number

Choose the setup flow from the below options:

| Option | Guide Link | Notes |
| --- | --- | --- |
| **Connect a New Number** | [Connect New Number to WhatsApp](https://help.chakrahq.com/chat/getting-started/connect-whatsapp-number#connect-new-number-to-whatsapp) | Standard fresh WhatsApp Business API number |
| **Connect WhatsApp Business Number (Coexistence)** | [Coexistence Setup](https://help.chakrahq.com/chat/getting-started/connect-whatsapp-number#connect-whatsapp-coexistence) | Allows running official WhatsApp Business App + Chakra simultaneously |
| [**Migrate] Existing WhatsApp API Number** | [Migration Guide](https://help.chakrahq.com/chat/getting-started/connect-whatsapp-number#migrate-a-whatsapp-api-number) | Switch your already connected WhatsApp number from another partner BSP (Business Solution Provider) to Chakra Chat |
| **[Migrate] an Existing WhatsApp Business PHone Coexistence** | [Coexistence Migration Guide](https://help.chakrahq.com/chat/getting-started/connect-whatsapp-number#migrate-a-whatsapp-coexistence-number) | Switch your already connected WhatsApp Business Phone from another partner BSP (Business Solution Provider) to Chakra Chat |

**Important Note:** 

- Currently, Display Name in Coexistence setup is not supported by Meta. It is only supported in only WhatsApp Business API number setups
- Although, with a [**Meta verified subscription](https://faq.whatsapp.com/3872729742954601) [Paid]**, the display name with a blue tick can be enabled in your connected Number.

---

### 4. Add Meta Payment Method

> **If your use case requires sending template messages, you need to add a payment method in Meta Business Manager separately**. The charges are billed by WhatsApp directly to your business at per [Meta standard rates](https://help.chakrahq.com/chat/getting-started/setup-whatsapp-account/understanding-pricing-and-charges#country-wise-pricing-table)

---

To send template messages (required for initiating conversations outside the 24-hour window):

- **Follow the steps in this Guide**: [Adding Payment Method in Meta Business Manager](https://help.chakrahq.com/chat/getting-started/setup-payment-on-whatsapp-business)

**Note**: Template messaging charges are billed **directly by Meta (WhatsApp)**. Chakra does **not** add any markup — you pay Meta’s standard rates.

---

### 5. Check Account Setup

Confirm everything about your accoutn setup is approved. 

Follow the Confirm setup guide: [Check WhatsApp API Number Setup Status](https://help.chakrahq.com/chat/getting-started/verify-whatsapp-setup)

Check setup status of the following:

- [ ]  Account Status
- [ ]  Business Verification (if applicable)
- [ ]  Payment Method
- [ ]  Display Name Approval

---

### 6. Upgrade to Paid Plan

To Unlock full features and higher template messaging limits 

- Free Plan doesn't provide ❌ template messages sending feature
- Follow the steps in the Upgrade Plan Help guide: [Upgrade to a Paid Chakra Plan](https://help.chakrahq.com/chat/getting-started/upgrade-to-a-paid-plan)

---

### 7.  Meta Business Verification

 **[Optional]** Required for higher messaging limits or faster display name approval if enabled for your business.

Follow the steps in this [Business Verification Guide](https://help.chakrahq.com/chat/getting-started/business-verification-on-facebook-business) to complete business verification.

- Business verification enables higher template messaging limit. Default is 250 in 24 hours

---

### 8. Test All Chakra Features

Quickly test important Chakra feature use cases on your test receipient numbers:

- Send a message to your connected number from a test customer number
- Create a Template Message
- Send a template message / broadcast campaign
- Crate a Chatbot

Try out the features hands-on: [Test Chakra Features Guide](https://help.chakrahq.com/chat/getting-started/quick-try-all-chakra-chat-features)

---

### 9.  Get Started to Use

At this stage, all your account setup pointers should be complete. Start adding team members, explore Chakra features to serve your use cases. Check out the feature guide below to get started.

| Feature | Text Help Guide | Video Help Guide |
| --- | --- | --- |
| How to Add Users? | [Add Team Users](https://help.chakrahq.com/chat/admin-settings/user-account-settings#add-users) |  |
| How to Update Team Settings? | [Team Level Settings](https://help.chakrahq.com/chat/admin-settings/team-level-settings) |  |
| How to Manage Chats? | [Chat Dashboard Basics](https://help.chakrahq.com/chat/shared-chat-inbox/chat-dashboard-basics) | [Chat Inbox Video Guide](https://youtu.be/PD8fqN1vCrM?si=miVoWNvJ2RxaA9Mf) |
| How to Create a Chatbot? | [Chatbot Builder Basics](https://help.chakrahq.com/chat/chatbot-builder/chatbot-builder-basics) | [Chatbot Video Guide](https://youtu.be/V6I8a1u7RGk?si=Sttc-THr34M5835i) |
| How to Create Message Templates? | [Create a Message Template](https://help.chakrahq.com/chat/broadcasts-and-bulk-messaging/create-a-message-template) | [Template Message Video Guide](https://youtu.be/DxdM9F5eulY?si=sJNqhKs5X3NEZoMU) |
| How to Create Broadcast Campaigns? | [Create Broadcast Campaign](https://help.chakrahq.com/chat/broadcasts-and-bulk-messaging/create-broadcast-campaign) | [Broadcast Campaign Video Guide](https://youtu.be/nRmD9-XN3uk?si=BAE7Q-AlRNxqgfXX) |
| How to Create Workflow Campaigns | [Create Workflow Campaign](https://help.chakrahq.com/chat/broadcasts-and-bulk-messaging/create-workflow-campaign) |  |
| How to add AI Settings? | [Add AI Content Source](https://help.chakrahq.com/chat/ai-and-automations/ai-setup/add-ai-content-source) | [Add AI Chatbot Video Guide](https://youtu.be/O0YPXlecAuc?si=O_20D_a545tbdyWu) |

---

### Frequently Asked Questions (FAQs)

| Topic | Link |
| --- | --- |
| WhatsApp API General FAQs | [WhatsApp API FAQs](https://help.chakrahq.com/chat/faqs/faq-general-whatsapp-api) |
| WhatsApp Coexistence FAQs | [Coexistence FAQs](https://help.chakrahq.com/chat/faqs/coesxistance-faqs) |
| Chakra Chat General FAQs | [Chakra Chat Basic FAQs](https://help.chakrahq.com/chat/faqs/faq-chakra-chat-general) |
| Setup FAQs | [Setup FAQs](https://help.chakrahq.com/chat/faqs/faq-setup) |
| Post-Setup FAQs | [Post Setup FAQs](https://help.chakrahq.com/chat/faqs/faq-post-setup) |
| Common Message Delivery Errors | [Message Delivery Failure Errors](https://help.chakrahq.com/chat/faqs/message-delivery-failure-error-codes-rejected-by-whatsapp) |

---

**You're all set!** Start chatting with your customers on WhatsApp using Chakra’s powerful inbox, chatbot, and automation tools.

Need help? Reach out to our support team by creating a [Ticket](https://app.chakrahq.com/internal-tickets)

Happy Chatting! 🚀

---

URL: https://chakrahq.com/help/chat/shared-chat-inbox/chat-dashboard-basics.md.md

# Shared Chat Inbox Overview

The Shared Chat Inbox in Chakra provides a unified workspace to manage all customer conversations efficiently. It centralizes chat interactions, enabling actions like applying filters, accessing leads, tagging chats, and leveraging AI assistance. The Shared Chat Inbox is divided into three key sections:

- **Chat List**: Displays all customer conversations.
- **Chat Window**: Facilitates message composition and conversation history.
- **Chat Details**: Provides additional context and tools for managing chats.

![Chakra Chat Inbox](https://assets.pages.chakrahq.com/media/Chakra Chat Inbox Section.png)

---

## 1. Chat List

The Chat List organizes all customer conversations in a single, accessible view.

![ChatInbox_ChatList_2](https://assets.pages.chakrahq.com/media/ChatInbox_ChatList_2.png)

### 1.1 Chat List Action Buttons

Interactive buttons in the Chat List to manage and organize chats and enable other settings.

![Chat_Inbox_Action_Buttons](https://assets.pages.chakrahq.com/media/Chat_Inbox_Action_Buttons.png)

### 1.2 Chat Filters

Filter chats based on specific criteria to display only relevant conversations. For example, setting `chatStatus==OPEN` shows only open chats. Available filter attributes include: Status, Assigned User, Chat Tags, Read/Unread Chats.

#### 1.2.1 How to Add a Chat Filter

1. Click the `▽` icon. This opens a Filter configuration drawer on the right side.
   
![Chat_Inbox_Action_Buttons](https://assets.pages.chakrahq.com/media/Chat_Inbox_Action_Buttons.png)

2. Click `Add Rule`. Select a `field` from the options, add the operator (==, !=, Any in, etc.), and then select or input the value.
   
![Chat_Inbox_List_Filter](https://assets.pages.chakrahq.com/media/Chat_Inbox_List_Filter.png)

3. Click `Apply`.

The applied filter will be reflected in the Chat List.

### 1.3 Chat Spaces

Save frequently used filter sets as "Chat Spaces" for quick access. For instance, create an `Unreplied` space to prioritize chats needing immediate responses.

#### 1.3.1 How to Create a Chat Space

1. Click the `▽` icon. This opens a Filter configuration drawer on the right side.
   
![Chat_Inbox_Action_Buttons](https://assets.pages.chakrahq.com/media/Chat_Inbox_Action_Buttons.png)

2. Click `Add Rule`. Select a `field` from the options, add the operator (==, !=, Any in, etc.), and then select or input the value.
3. Click `Save as New Space`. This opens a pop-up window to configure the new space.
   
![Chat_Inbox_List_Filter](https://assets.pages.chakrahq.com/media/Chat_Inbox_List_Filter.png)

4. Add a `label` (name) to the space and configure it for Myself or a Everyone in the team. Click `Save`.
   
![Chat_Inbox_Create_Space_1](https://assets.pages.chakrahq.com/media/Chat_Inbox_Create_Space_1.png)

5. Click `Apply` in the Filter configuration drawer.

#### 1.3.2 How to Apply a Space

1. Click `Spaces`.
2. In the Spaces list, click the relevant space. The selected space is applied to the Chat List.
   
![Chat_Inbox_Select_space](https://assets.pages.chakrahq.com/media/Chat_Inbox_Select_space.png)

### 1.4 Chat Refresh

Update the Chat List to reflect the latest messages and changes without reloading the entire page.

- **How to Refresh**: Click the `⟳` icon in the Chat List action header.

### 1.5 Start a New Chat

Initiate a new chat using a template message directly from the Chat Inbox, bypassing the need for a campaign broadcast.

- **How to Start a New Chat**:

1. Click the `+` icon and select `Start New WhatsApp Chat`.

     

![Chat_Inbox_Action_Buttons](https://assets.pages.chakrahq.com/media/Chat_Inbox_Action_Buttons.png)

2. Enter the customer’s phone number or search for an existing contact.

![Chat_Inbox_Start_new_Chat](https://assets.pages.chakrahq.com/media/Chat_Inbox_Start_new_Chat.png)

3. To use an existing lead, select `Start chat for a process instead` and choose a lead. If no lead exists, use the `Add New` option to create one.

     

![Chat_Inbox_Start_new_Chat_Lead_2](https://assets.pages.chakrahq.com/media/Chat_Inbox_Start_new_Chat_Lead_2.png)

4. Select the appropriate WhatsApp Plugin and Phone Number (defaults are preloaded).
5. Choose a message template.
6. Click `Start Chat`.

### 1.6 Chat Notification Settings

Enable notifications for all chats, not just those assigned to you.

- **How to Enable All Notifications**: Click the `⚙️` icon and toggle notifications for all chats.
  
![Chat_Inbox_List_enable_Notifications](https://assets.pages.chakrahq.com/media/Chat_Inbox_List_enable_Notifications.png)

### 1.7 Manage Chat Access Control

Control which users can view or interact with specific chats based on criteria like assignment or chat inbox.

#### How chat access control works?

- To **give access to all chats** for a specific chat inbox `Select access mode` - `All` and check the specific inbox/s
- To give **access to only the assigned chats** for a specific chat inbox `Select access mode` - **Match assignee** and check the specific inbox
- To give access to **All chats of all inboxes** `Select access mode` - “All” and check all the inboxes
- For any access mode, if **NO inbox checkboxes are selected** `ALL chats from all inboxes` are shown
- If no **access control is specified**, then the following rules are followed `Admins` and 'managers' see all the chats `Standard` users only see chats assigned to them

#### **How to Manage Access**?

1. Click the `⋮` icon and then `Access Control`.

![Chat_Access_Control](https://assets.pages.chakrahq.com/media/Chat_Access_Control.png)

2. Set **Access Mode**:

    - **All**: Grants access to all chats for users in the role.
    - **Match Assignee**: Limits access to chats assigned to the user.

3. Under **Chat Inbox Access**, select specific inboxes to restrict access. By default, all roles have access to all inboxes.

![Chat_Inbox_Access_Control](https://assets.pages.chakrahq.com/media/Chat_Inbox_Access_Control (1).png)

### 1.8 Chat List Search

 Locate a chat by searching in the Search box at the top of the Chat List. Search by using:

 - Customer’s WhatsApp Display Name 
 - Phone Number


![Shared Chat Inbox-Search](https://assets.pages.chakrahq.com/media/Shared Chat Inbox-Search.png)

### 1.9 Chat List Bulk actions

**1. Access `Select Chats`**

![Access_Select_Chats](https://assets.pages.chakrahq.com/media/Access_Select_Chats_.png)

**2. Select Chats**

![Select_Chat_or_All](https://assets.pages.chakrahq.com/media/Select_Chat_or_All_.png)

- 1. Choose `Select All` Chat option at the top of the Chat List using ☑ OR
- 1. Select Chat individually ☐ by clicking the each checkbox

**3. Choose Bulk Action**

![Bulk_Action_Chats](https://assets.pages.chakrahq.com/media/Bulk_Action_Chats_.png)

- Type of Bulk Chat Actions:
- ✓ Open Selected Chats
- × Close Selected Chats
- ✘ Mark Chats as Unread
- ✓ Mark Chats as Read
- 🗑️ Delete Selected Chats

---

## 2. Chat Window

The Chat Window is the central interface for typing messages, viewing conversation history, and managing chat-related actions.

![Chat Window 2.0.](https://assets.pages.chakrahq.com/media/Chat Window 2.0.png)

### 2.1 Chat Window Header

The header displays key information and actions:

- View the customer’s WhatsApp Display Name and phone number.
- Access the contact in the contact list.

### 2.1.1 Chat Assignment (Manual)

- Assign or Reassign a chat to a user using the Assigne dropdown box
- Remove a Chat Assignee using the ⨂ icon at the end of the assignee dropdown box

![Chat Assign Manually](https://assets.pages.chakrahq.com/media/Chat Assign Manually.png)

### 2.1.2 Close /Re-Open Chat

- Close a chat using the `Close Chat` button
- After the Chat is closed, a `Chat Closed` tag is visible

![Chat Close](https://assets.pages.chakrahq.com/media/Chat Close.png)

- Re-open a chat using the Re-Open Button
- A Chat can be closed and re-opened mulitple times

![Chat Re-open](https://assets.pages.chakrahq.com/media/Chat Re-open.png)

### 2.1.3 User Availability Status

- Use the availability status to as per your availability status
- **Available, On Break, Not Available** 

![Chat User Availability](https://assets.pages.chakrahq.com/media/Chat User Availability.png)

### 2.2 Chat Conversation Window

This section shows the full conversation history with timestamps and avatars for both the user and the customer.

![Chat Window 2.0.](https://assets.pages.chakrahq.com/media/Chat Window 2.0.png)

### 2.3 Check Chat Message Delivery Status

Check the delivery status of messages below the chat message box. For rejected messages, click the `ⓘ` icon to view the rejection reason.

![Chat_Inbox_Rejected_Reason](https://assets.pages.chakrahq.com/media/Chat_Inbox_Rejected_Reason.png)

### 2.4 WhatsApp 24-Hour Session Window

A WhatsApp chat session begins when a customer messages and lasts 24 hours from their last message. If the session expires, free text messaging is disabled, and you must use a template message to restart the conversation. Chakra automates this by disabling the text input field for expired sessions and displaying a template message widget.

- **Note**: Sending a template message does not reopen the free text window unless the customer responds.

#### 2.4.1 Send a Template Message for a Closed Session

1. Click `Send template message` in the widget if the chat session is closed.
   
![24 Hour Window Template Message](https://assets.pages.chakrahq.com/media/24 Hour Window Template Message.png)

2. Select the desired template.
3. Add any required variables (e.g., image attachments or personalized text).
   
![Chat_Inbox_Configure_Tempalte_Message](https://assets.pages.chakrahq.com/media/Chat_Inbox_Configure_Tempalte_Message.png)

### 2.5 Text Message Input

Type and send messages directly to the customer. Two quick-action buttons are available:

- **Send an Attachment**:

1. Click the `📎` icon.

     

![ChatIbox_Attach_3c](https://assets.pages.chakrahq.com/media/ChatIbox_Attach_3c.png)

2. Select a file from the file browser.
3. Optionally, add a text message and send.

     

- **AI-Assist**:

1. Click the `🪄` icon and select `Enable AI`.

     ![Enable AI](https://static-data.chakrahq.com/assets/images/whatsapp/aug-28-2025/Chat_Inbox_Attach_AI_Assist.png)

2. In the pop-up, enable AI features and configure the content source as guided.
3. Click `Generate Reply` to populate an AI-generated response in the text input field. Edit as needed and send.

     ![Generate AI responses](https://static-data.chakrahq.com/assets/images/whatsapp/aug-26-2025/Chat_Inbox_Generate_AI_Reply.png)

### 2.6 Quick Reply

A quick reply in Chkra is a pre-written text message (+ 📎 attachment option) that lets you respond instantly, saving time by avoiding typing

#### Create a Quick reply

- Click on the ϟ icon. Click on `💬 Quick Reply`
  
![Chakra Chat Inbox Conversation Window](https://assets.pages.chakrahq.com/media/Chakra Chat Inbox Conversation Window.png)

- Click on `➕ Create New`
  
![Quick_Reply_PopUp_](https://assets.pages.chakrahq.com/media/Quick_Reply_PopUp_.png)

- Add the Quick Reply
- Add Title, Text, Any Media attachment, show to all Team Members option

![Quick_Reply_PopUp_](https://assets.pages.chakrahq.com/media/Create_Quick_Reply_.png)

#### Send a Quick reply

- Click on the `💬 Quick Reply`
  
![Chat Trigger](https://assets.pages.chakrahq.com/media/Chat Trigger.png)

- Click on the Quick reply card which you wish to use
- Click on `Send`

![Quick_Reply_Sent](https://assets.pages.chakrahq.com/media/Quick_Reply_Sent.png)

- The messsage is auto filled in the chat text area. Click Send.
- Note: In case of attachmnts, a pop up window comes up. Click Send.

### 2.7 Manual Chatbot Trigger

- Click on `🤖 Trigger Chatbot` button Click on the ϟ icon.

![Chat Trigger](https://assets.pages.chakrahq.com/media/Chat Trigger.png)

- Choose the desired chatbot from the list

![Manul_Chatbot_Trigger_](https://assets.pages.chakrahq.com/media/Manul_Chatbot_Trigger_.png)

- The Chatbot is triggered

![Manual_Chatbot_Sent](https://assets.pages.chakrahq.com/media/Manual_Chatbot_Senmt.png)

### 2.8 Send Audio Message

Sending audio messages (voice messages) in Chakra Chat apps allows users to record and send spoken messages instantly, enabling a quicker, more personal alternative to typing.  

This feature can be found to the right the text input window

![Record_audio_icon](https://assets.pages.chakrahq.com/media/Record_audio_icon.png)

**How to send audio(voice) message?**

- Click on the Record Audio Icon 🎤︎︎
- This starts the voice recording
- ⚠️⚠️ Provide any necessary permissions to use the microphone using browser

![browser_Audio_permissions](https://assets.pages.chakrahq.com/media/browser_Audio_permissions.png)

- Complete the voice message and click on ➤ to `Stop and Send`
- To Cancel the recording, click on 🗑 icon

### 2.9 Contextual Replies

A Contextual Reply is a messaging feature that allows a user or a bot to reference a specific previous message - whether sent by the customer or the business - by "quoting" it in the response. This creates a visual link between the original statement and the new answer.

Steps to send a contextual reply:

- Hover on the original message to be quoted.
- Click on the **V** icon on the right side top, choose `Reply.`

![Contextual_reply_chat_](https://assets.pages.chakrahq.com/media/Contextual_reply_chat_.png)

- Type your new message in the typing box.

![Contextual_Reply_Type](https://assets.pages.chakrahq.com/media/Contextual_Reply_Type.png)

- Click `Send` to send the message.

![Contexual_reply_messsage](https://assets.pages.chakrahq.com/media/Contexual_reply_messsage.png)

### 2.10 Update Contact Name

The contact name can be updated for chat number from the Chat Inbox.

- Click on the Number/Default Name at the top of the Chat Window for any Chat number

![Start_Edit_Contact_Name](https://assets.pages.chakrahq.com/media/Start_Edit_Contact_Name.png)

- The Contact page opens up. Go to First Name/Last Name and click on ✎ edit icon and change the name

![Edit_Contact_Name](https://assets.pages.chakrahq.com/media/Edit_Contact_Name.png)

- Click on ✔ to update the contact name. The contact name will be updated

![Update_Contact_Change](https://assets.pages.chakrahq.com/media/Update_Contact_Change.png)

---

## 3. Other Chat Details

The right-side panel provides additional context and tools for managing chats.

![ChatInbox_Chat_Details_2c](https://assets.pages.chakrahq.com/media/ChatInbox_Chat_Details_2c.png)

### 3.1 Chat Details

![Chat_Inbox_Chat_Details](https://assets.pages.chakrahq.com/media/Chat_Inbox_Chat_Details (1).png)

Includes:

- Chat start time.
- Associated chat inbox.
- Chat Tag Attributes. Apply Tags here.
- Option to `add Chat Attributes`.

### 3.2 Chatbot Details

View and manage chatbot-related information:

![Chat_Inbox_Chatbot_Details](https://assets.pages.chakrahq.com/media/Chat_Inbox_Chatbot_Details (1).png)

- **Active Live Chatbot**: Manually 'stop' the chatbot to engage customers directly. If no chatbot is currently active, a message `No chatbot is assigned` is displayed.
- **Captured Responses**: See chatbot session responses linked to chat variables.

### 3.3 Related Items

Displays the associated lead, automatically created for new chats. Click `Details` to access the lead.

![Chat Inbox Lead Details](https://assets.pages.chakrahq.com/media/Chat Inbox Lead Details.png)

For further assistance, refer to additional resources or contact support.

### 3.4 Reminder Session Messages

Chakra Chat users can schedule automated reminder messages to be triggered to chat customers at a scheduled time. 

Note: Reminder Messages will be successfully delivered only if scheduled while the Customer Service Window (CSW) is open.

**New Reminder**: Add New Reminder	

![reminder_session_widget](https://assets.pages.chakrahq.com/media/reminder_session_widget.png)

**Add a Message**:

![reminder_session_widget](https://assets.pages.chakrahq.com/media/reminder_session_config.pnga)

**Reminder Added**

![reminder_Added](https://assets.pages.chakrahq.com/media/reminder_Added.png)

---

URL: https://chakrahq.com/help/chat/chatbot-builder/chatbot-builder-basics.md.md

## Overview

The chatbot flow defines the sequence of interactions between the user and the chatbot, guiding the conversation from initiation to resolution. In Chakra Chat, you can use the chatbot builder to create a chatbot tailored to your use case.

Explore the builder 👉 [Chatbot Builder](https://app.chakrahq.com/admin/chatbot-settings#chatbots)

# Key Elements of Chatbot Builder

## Nodes

These are the building blocks of the chatbot’s conversation logic. Each node represents a specific action or interaction. For Chakra Chat, the key node types include:

![Chatbot_nodes_new](https://assets.pages.chakrahq.com/media/Chatbot_nodes_new.png)

### **Send a Message**

Delivers a predefined message to the user (e.g., "Welcome to Chakra Chat! How can we assist you?").

![Send a Message](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Chatbot%20BUilder/Chatbot_BuildeR_Node_message_x5.png)

### **Ask a Question**

Prompts the user for input (e.g., "What product are you interested in?") and captures the user response.

![Ask a Question](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Chatbot%20BUilder/Chatbot_BuildeR_Node_question_x6.png)

### **Send Template Message**

Used to send a message on chat using a template message

![Add message body](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Chatbot%20BUilder/Chatbot_BuildeR_Node_template_x7.png)

### **AI Reply**

Uses AI to generate dynamic responses based on user input from AI content

![AI Reply](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/AI%20Chatbot/AI_Chatbot_Creat_Builder_5.png)

### **AI Product Search**

Provides WhatsApp catalog product information or recommendations

![AI Reply](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/AI%20Chatbot/AI_Chatbot_Creat_Builder_5.png)

### **Generate Payment Link**

Generate a payment link for the user

![Generate Payment Link](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Chatbot%20BUilder/Chatbot_Builder_Node_payment_link_x8.png)

### **Upsert Lead**

Update the chatbot responses from the user in the lead fields.

- Field: Lead Field in Chakra Chat Leads
- Variable name as stored in the Chatbot variable

![Update Lead](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/AI%20Chatbot/Chatbot_Builder_Update_11.png)

### **Assign to User**

Transfer the chat to a user using the Assign to User chatbot node. Choose the user to be assigned the chat from the chatbot flow.

![Chatbot_Assign_User_Node](https://assets.pages.chakrahq.com/media/Chatbot_Assign_User_Node.png)

### **Transfer to Chatbot**

To transfer the chat to a different chatbot from an existing chatbot flow, use the Transfer to Chatbot node. Choose the specific chatbot to start a new chatbot flow.

![Chatbot_Assign_Chatbot_node](https://assets.pages.chakrahq.com/media/Chatbot_Assign_Chatbot_node.png)

### **Connectors**

Connectors define the transitions between nodes based on user input or predefined conditions. For example: A connector can be  linked to a Question Node ("Do you want to learn about our pricing?") to an AI-Product Node if the user responds "Yes," or to a Message Node ("Okay, let’s explore other features!") if the user responds "No."

## Chatbot Builder Key Actions

### **Add a Node**

Drag the node and drop it in the builder canvas.

![Add a Node](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Chatbot%20BUilder/Chatbo_Builder_Add_Node_x1.gif)

### **Edit Nodes**

### **Setting a default Start node**

![Set Default Start](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/AI%20Chatbot/Chatbot_Create_Change_Start_8.png)

### **Add Connector**

![Add Connector](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/AI%20Chatbot/Chatbot_Builder_Conector_4b.gif)

### **Remove Connector**

![Remove Connector](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/AI%20Chatbot/Chatbot_Remove_Connector_Gif.gif)

### **End & Restart Keywords**

**End chatbot keywords**: Add keywords that a customer can enter to end a chatbot while the chatbot is active

**Restart chatbot keywords**: Add keywords that a customer can enter to restart a chatbot while the chatbot is active

## ![Add message body](https://static-data.chakrahq.com/assets/images/whatsapp/Testing-Try-Features/test-template-3.png)Chatbot Variables

### Add Variables in Message Text

Add variable in the chat message in chatbots using existing field

**Contact Variable Fields**

 Type of contact variables in the chatbot message:

    - Contact Name
    - Contact First Name
    - Contact Last Name
    - Contact Phone Number: *Contact Phone Number*
    - Chat Provider Handle: *Contact Number for WhatsApp*
    - Chat Provider Handle ID: *Id for Contact Handle*
    - Chat Created At: *Time to chat creation*

**Saved Variable in Chatbot Responses**

Save the chat responses in specific nodes (Question Node). Use the same chatbot response variables to insert in the susbsequent chat messages nodes.

- Add a variable name to save the chatbot response for the question node
- Save the Question node

![question_node_save_variable](https://assets.pages.chakrahq.com/media/question_node_save_variable.png)

**Add Variable in Chatbot message**

- Add `@`followed by a `space`
- Use `Arrow Keys⬆⬇`  in the keyboard to scroll the list
- Click `Enter` from the keyword on the desired variable to insert the field

![add variable in Chat message_](https://assets.pages.chakrahq.com/media/add variable in Chat message_.gif)

---

URL: https://chakrahq.com/help/chat/partner/embed-whatsapp-connect-for-your-customers.md.md

If you are a SaaS or solutions provider and want your customers to connect their WhatsApp Phone numbers via Your Chakra Account, You can do so by following the steps below

## 1. Create a connect token

To embed the connect button inside your webpage/webapp you will first need to generate a connect token. Please note that this token is only valid for **1 hour**.

Use the [Create Connect Token API](https://apidocs.chakrahq.com/api-28220708) to do this. Ideally this should be generated at the backend and passed to the frontend.

Parameters needed for this API when using it for a new client, where no plugin exists in Chakra:

- `newPluginName` - [optional] Name of the new plugin to be created for the client. If no value is passed, the plugin will be named "WhatsApp". It is recommended to add the client's name or other meaningful and readable identifiers in this field. This will be the name of the plugin in Chakra and you will be able to search the plugin in Chakra webapp using this name.
- `clientReferenceId` - [optional] A unique reference id for the client. Usually, this will be the user id / unique id of the client as per your internal system. This will help in maintaining a correlation between Chakra system and your internal system.
- `clientName` - [optional] Name of the client as per your internal system. Usually this will the name of the user.
- `clientEmail` - [optional] Email address of the client
- `clientPhone` - [optional] Phone number of the client

Parameters needed for this API when using it for an existing client, where a plugin already exists in Chakra:

- \`pluginId\` - this is the pluginId of the WhatsApp plugin where the connected WABA details are stored. You would have received and stored this pluginId when the client completed their Embedded Signup flow for the first time. Do not use a common pluginId for all clients, it is **strongly** recommended to create a new plugin per client. For new clients, this parameter should not be present in the body params.

## 2. Embed the sdk 

To embed the sdk, add the following script tag to the head of your webpage

```html
<script src="https://embed.chakrahq.com/whatsapp-partner-connect/v1_0_1/sdk.js"></script>
```

Create a container div with a unique id in your webpage and then add the following script tag to the end of your webpage. It is important to add this script tag after the container div, else the intialization will fail. Example Snippet below:

```html
  <div id="container">
  </div>
  <script>
    const connectToken = "<CONNECT-TOKEN>";
    const chakraWhatsappConnect = ChakraWhatsappConnect.init({
      connectToken: connectToken,
      container: '#container',   // optional, defaults to document.body
      onMessage: (event, data) => console.log(event, data),
      onReady: () => console.log('ready'),
      onError: (err) => console.error(err),
	  onSuccess: (data) => console.log('Connection successful, data:', data)
    });

    // Later, you can destroy the iframe:
    // chakraWhatsappConnect.destroy();
  </script>
  
```

The `data` arg of `onSuccess` function will have `pluginId`, `whatsappBusinessAccounts` and `whatsappPhoneNumbers` keys. It is strongly recommended that you store the pluginId value received here against your customer / client in your internal system, and in future, use this pluginId when generating the connectToken for this client. By doing this, if the client later wants to add or modify WABA or Phone Number, it will be mapped to the correct plugin in Chakra.

## 3. Check if the integration is successful

If the integration is successful, you should see a "Connect with Facebook" button as shown in the screenshot below

![Successful sdk integration](https://static-data.chakrahq.com/assets/images/whatsapp/partner-connect/succesful-partner-sdk-integration.png)

## Connecting a WhatsApp phone number

Your customer can now click the "Connect with Facebook" button and complete the embedded signup. A successful flow would look something like the demo below:

![Embedded Signup Flow](https://static-data.chakrahq.com/assets/images/whatsapp/partner-connect/wahtsapp-partner-connect-demo.gif)

---

URL: https://chakrahq.com/help/chat/getting-started/understanding-pricing-and-charges.md.md

# Overview

We try to explain all the charges that you will incur to use the Chakra Chat WhatsApp API Solution.

### Charges for Using Chakra Chat

*Snapshot of pricing structure for using the all-access Chakra Chat WhatsApp solution*

![Chakra Chat Pricing Snapshot](https://static-data.chakrahq.com/assets/images/whatsapp/aug-28-2025/Pricing_Overview.png)

There are 2 types of charges you will incur for complete access to the Chakra Chat WhatsApp API solution

1. Chakra Platfrom Fee 👉 [Chakra Paid Subscription Plans](https://chakrahq.com/product/chakra-chat/pricing)
2. Meta Charges to send outbound template messages 👉 [Template Message Rates](https://help.chakrahq.com/chat/getting-started/setup-whatsapp-account/understanding-pricing-and-charges#whatsapp-template-message-rate-card)

### Chakra Subscription Pricing

![Chakra Chat Pricing Snapshot](https://assets.help.chakrahq.com/chat/Embedded Signup/Chakra_Pricing_Plan.png)

- Chakra Subscription Paid Plan enabled your account to access all the Chakra Chat Features (including Chat Dashboard, Chatbots, AI Chatbot, Campaigns, Leads, etc)

1. **10000 Template Messages/month** - This is the allowed limit to number of templates messages that can be sent in a particular Paid Plan. Please note, every template messages is charged by Meta and it's not included in Chakra Chat Paid Subscription Plan

- Unlimited Session Messages - Session messages are free-form, non-template messages sent within a 24-hour "customer service window" that opens when a user messages a business. This is basically messages excahnged on Chat. Read more about this [here](https://help.chakrahq.com/chat/getting-started/setup-whatsapp-account/understanding-pricing-and-charges#messages-types-and-charges)

1. **Pro-rated @ $0.001 per template message after 10000 messages** - If your account sends a higher number of template messages than the prescribed limit in your Chakra Subscription Paid Plan, a pro-rated charge is applicable at this rate on top of your standard Chakra Paid Plan Susbcription Value.

*Example: If you are in **Starter** plan and send 12,000 template messages in a month. Your account has sent 2,000 messages over the prescribed limit of the Plan. So, a pro-rated charges on these excess message count (2,000) @ $0.001 = $2 is added to your base Subscription Plan charge of $12.49.*

1. \*\* whatsapp template message charges to be paid directly to Meta \*\* Any template message send is charged by Meta as per their standard rate card and is billed directly to Meta\*. Check the [WhatsApp Template Message Rate Card](https://help.chakrahq.com/chat/getting-started/setup-whatsapp-account/understanding-pricing-and-charges#messages-types-and-charges) for country wise specific rated.

### Paid vs Free Plans

Chakra `FREE` Subscription

| Chakra Subscription | Meta Payment Method | Can Receive Messages? | Can Send Template Messages? |
| --- | --- | --- | --- |
| `FREE` | `NOT Added` | `YES` ✅ | `NO` ❌ |
| `FREE` | `Added` | `YES` ✅ | `NO` ❌ |

Chakra `PAID` Subscription

| Chakra Subscription | Meta Payment Method | Can Receive Messages? | Can Send Template Messages? |
| --- | --- | --- | --- |
| `PAID` | `NOT Added` | `YES` ✅ | `NO` ❌ |
| `PAID` | `Added` | `YES` ✅ | `YES` ✅ |

### Chakra Chat Subscription Highlights

Chakra Chat offers highly competitive pricing for our customers:

- **`ZERO markup`** in template message charges (pay as per the Meta rate card). Saved upto 25% on messaging charges.
- Connect Multiple Numbers
- Coexistence Support
- Basic Lead Management

### Messages Types and Charges

**Service Messages**: Free-form responses to user-initiated inquiries, such as customer support replies or FAQs. Such Replies are sent to users within a 24-hour window (also known as the Customer Service Window - CSW) after the user's last message to your business. Service messages are always **`FREE with NO limits`**.

**Template Messages**: Template messages are pre-approved, structured message formats that businesses use to initiate conversations with users who have opted in to receive them. There are various categories of template messages, e.g., Marketing, Utility, Authentication, etc. Template messages are always **`CHARGED`**. Check the [Meta’s Rate Card for Template Messages](https://developers.facebook.com/docs/whatsapp/pricing/#rates)

### WhatsApp Template Message Rate Card

**Market Pricing Table**

[**WhatsApp Template Message Calculator**](https://business.whatsapp.com/products/platform-pricing)

- The rates are sourced from [Meta Pricing Rates](https://developers.facebook.com/docs/whatsapp/pricing/#rates). Check here for any latest changes in the pricing rates
- Cost per message in USD on the WhatsApp Business Platform, effective July 1, 2025
- The charges are on a per-message basis on the WhatsApp Business Platform
- Some markets are mapped to a "Rest of" region or "Other."

**For Charka Chat users, the template messaging charges are paid directly to Meta by adding a payment method in Facebook Business**

# Country-Wise Pricing Table

Country-wise charges for WhatsApp Business API messaging charges.

- Cost per message in Local Currency/USD on the WhatsApp Business Platform, effective July 1, 2026
- Messages are charged on a per-message basis on the WhatsApp Business Platform. [Learn more](https://developers.facebook.com/docs/whatsapp/pricing)

| Market | Currency | Marketing | Utility | Authentication | Service |
| Argentina | **ARS** | 89.562 | 37.6798 | 37.6798 | 37.6798 |
| Brazil | **USD** | 0.3217 | 0.035 | 0.035 | 0.035 |
| Chile | **CLP** | 78.4917 | 17.6584 | 17.6584 | 17.6584 |
| Colombia | **COP** | 46.0227 | 2.9455 | 2.9455 | 2.9455 |
| Egypt | **USD** | 0.0644 | 0.0036 | 0.0036 | 0.0036 |
| France | **EUR** | 0.0712 | 0.0248 | 0.0248 | 0.0248 |
| Germany | **EUR** | 0.1131 | 0.0456 | 0.0456 | 0.0456 |
| Hong Kong | **USD** | 0.0732 | 0.026 | 0.026 | 0.026 |
| Hungary | **EUR** | 0.086 | 0.035 | 0.035 | 0.035 |
| India | **INR** | 0.8631 | 0.115 | 0.115 | 0.115 |
| Indonesia | **IDR** | 586.33 | 356.65 | 356.65 | 356.65 |
| Israel | **USD** | 0.0353 | 0.0053 | 0.0053 | 0.0053 |
| Italy | **EUR** | 0.0658 | 0.0248 | 0.0248 | 0.0248 |
| Malaysia | **USD** | 0.3467 | 0.0564 | 0.0564 | 0.0564 |
| Mexico | **MXN** | 0.5614 | 0.1565 | 0.1565 | 0.1565 |
| Netherlands | **EUR** | 0.1323 | 0.0414 | 0.0414 | 0.0414 |
| Nigeria | **USD** | 0.0516 | 0.0067 | 0.0067 | 0.0067 |
| Pakistan | **USD** | 0.0473 | 0.01 | 0.01 | 0.01 |
| Peru | **PER** | 0.2339 | 0.0665 | 0.0665 | 0.0665 |
| Poland | **EUR** | 0.0303 | 0.0101 | 0.0101 | 0.0101 |
| Qatar | **USD** | 0.0341 | 0.012 | 0.012 | 0.012 |
| Romania | **EUR** | 0.0712 | 0.0239 | 0.0239 | 0.0239 |
| Russia | **USD** | 0.0802 | 0.04 | 0.04 | 0.04 |
| Saudi Arabia | **SAR** | 0.1877 | 0.0401 | 0.0401 | 0.0401 |
| Singapore | **SGD** | 0.0937 | 0.0205 | 0.0205 | 0.0205 |
| South Africa | **USD** | 0.0379 | 0.0076 | 0.0076 | 0.0076 |
| Spain | **EUR** | 0.0585 | 0.0166 | 0.0166 | 0.0166 |
| Turkey | **USD** | 0.0109 | 0.0009 | 0.0009 | 0.0009 |
| United Arab Emirates | **AED** | 0.1832 | 0.0576 | 0.0576 | 0.0576 |
| United Kingdom | **GBP** | 0.0458 | 0.0159 | 0.0159 | 0.0159 |
| North America | **USD** | 0.025 | 0.0034 | 0.0034 | 0.0034 |
| Rest of Africa | **USD** | 0.0225 | 0.004 | 0.004 | 0.004 |
| Rest of Asia Pacific | **USD** | 0.0732 | 0.0113 | 0.0113 | 0.0113 |
| Rest of Central & Eastern Europe | **USD** | 0.086 | 0.0212 | 0.0212 | 0.0212 |
| Rest of Latin America | **USD** | 0.074 | 0.0113 | 0.0113 | 0.0113 |
| Rest of Middle East | **USD** | 0.0341 | 0.0091 | 0.0091 | 0.0091 |
| Rest of Western Europe | **USD** | 0.0592 | 0.0171 | 0.0171 | 0.0171 |
| Other | **USD** | 0.0604 | 0.0077 | 0.0077 | 0.0077 |

---

URL: https://chakrahq.com/help/chat/shared-chat-inbox/managing-chats/how-to-start-a-new-whatsapp-chat.md.md

**How to start a new WhatsApp Chat in Chakra**

You can initiate a new WhatsApp chat directly from the Chat interface in Chakra. Follow the steps below:

---

1. Navigate to the **`Chat`** section from the left sidebar
2. In the **`Chats`** list, find and select the user you want to message
3. Once the chat window is open, click on the '**+**' icon at the top of the chat
4. Click on the **`Start New WhatsApp Chat`** button (with the WhatsApp icon)
5. In the modal:
    1. Enter the **Customer Phone Numbe**r
    2. (Optional) Toggle **Start chat for a process instead?** if applicable
    3. Under **Select Plugin**, choose the WhatsApp integration
    4. Select the **From Phone Number** (WABA number to send from)
    5. Choose a **Message Template** from the available list
6. Click **`Start Chat`** to send the templated message
7. This will create a new message in the Chat List 
8. The conversation will open ONLY once the customer messages on the number

---

ℹ️ Make sure WhatsApp is properly integrated and the user has a valid phone number 

⚠️ Note: You can only start a new chat using a pre-approved WhatsApp message template. You won’t be able to send free text messages unless the customer responds.

---

URL: https://chakrahq.com/help/chat/chatbot-builder/create-a-chatbot.md.md

# Overview

Creating a powerful, automated conversation flow is easier than ever with Chakra Chat Chatbot Builder. Here's a step-by-step guide to help you build, configure, and launch your chatbot.

`Note`: Before proceeding, it is suggested to explore the chatbot builder basics to learn about the fundamentals of the [Chakra chatbot builder basics](https://help.chakrahq.com/chat/chatbot-builder/chatbot-builder-basics)

## Create a Chatbot

### 1. Create New Chatbot

Go to `Chatbots` and click on `Create Chatbot`

![Create Chatbot](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/AI%20Chatbot/Chatbot_Create_1.png)

### 2. Name the Chatbot

![Rename Chatbot](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Chatbot%20BUilder/Chatbot_Builder_Rename_X4.png)

### 3. Default Starting Node

In the chatbot builder, a `Send Message` (Welcome) is set as the default start node. You can choose to retain this or add a new node and make it the default

![Welcome Message Node](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/AI%20Chatbot/Chatbot_Create_Builder_2.png)

### 4. Edit Nodes

Edit the Welcome message node. Add a label(name), add body text message, and an image (optional) as required

![Welcome Message Node](https://static-data.chakrahq.com/assets/images/whatsapp/aug-21-2025/Chatbot_Edit_Send_Message.png)

### 5. Add Nodes

Next, add another node, say the Question node, and connect it with the previous message node with a connector.

![Question  Node](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/AI%20Chatbot/Chatbot_Create_Builder_3.png)

### 6. Edit the Question Node

Edit the Question Node, add question text and then question node options

- Label: Name of the Chatbot node
- Text: Message Text 
- Options: Button option in the interactive chat message
- Can Trigger from Anywhere: To trigger the chatbot multiple time using different buttons
- Store in Variable: Save the chatbot response as a variable

![Edit Question Node Node](https://static-data.chakrahq.com/assets/images/whatsapp/aug-21-2025/Chatbot_Edit_Question_node.png)

### 7. Add More Chat Nodes

Similarly, add additional nodes as your chat workflow requires to create a complete chat workflow in the chatbot builder.

![Complete Chatbot with more Nodes](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/AI%20Chatbot/Chatbot_Builder_Update_Last_11a.png)

### 8. Add Final Step Node

You can create a Final step (End Step) in the Chatbot to signify the end of the chatbot session to your customer

![Final Step Node](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/AI%20Chatbot/Chatbot_Create_Builder_2.png)

### 9. Link Chat Responses to Lead

Additionally, if you wish to save the customer responses to the chatbot, use the Upsert Lead node to link the variable in each question node. This will capture the chatbot response in the lead attributes. You may need to [create lead attributes](https://help.chakrahq.com/chat/lead-management/create-a-custom-field-attribute-in-lead#go-to-lead-attributes) for this. For example, if your chatbot flow is asking for a document from the customer, save this in a document format attribute in the lead.

![Save Chat Response](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/AI%20Chatbot/Chatbot_Builder_Update_11.png)

### 10.1 Add STOP or RESTART Keyword

- Go to ⚙️ in Chatbot Builder

Configure `STOP` keywords to allow chat customers to skip the chatbot at any time for their convenience. You can also add `RESTART` keyword to allow restarting a chatbot flow.

![STOP RESTART CHATBOT](https://static-data.chakrahq.com/assets/images/whatsapp/aug-25-2025/Chatbot_Builder_STOP_RESTART.png)

### 10.2 Add Chatbot Expiry

- Go to ⚙️ in Chatbot Builder
- In the Advanced Setting Section
- Add `Expiry Timeout` time in minuted
- Add Chatbot Expiry Message

![Add Chatbot Expiry](https://assets.help.chakrahq.com/chat/chatbot/Chatbot_Expiry.png)

### 11. Save the Chatbot

Save the Chatbot in the Builder.

![Save Chatbot](https://static-data.chakrahq.com/assets/images/whatsapp/aug-25-2025/Chatbot_Save.png)

### 12. Add Chatbot Triggers

Go to [Chat Automation](https://app.chakrahq.com/admin/chat-settings#chat-automations)

Choose an apprpriate Chat Automation Rule. Configure automation for default chat scenarios.

1. **When a new chat session is opened during off-business hours**: This automation will be triggered when a customer messages your team and a new chat session is opened.
2. **When a new chat session is opened**: This automation will be triggered when a customer messages your team and a new chat session is opened. If the off-business hours automation (1) is also configured, then this automation will be triggered only during business hours.
3. **When customer sends a message during off-business hours and no keyword based chat trigger is invoked**: This automation will be triggered every time a customer messages your team during off business hours. This automation is useful to setup an autoamted chatbot like a ticket booking bot.
4. **When customer sends a message and no keyword based chat trigger is invoked**: This automation will be triggered every time a customer messages your team and no keyword based chat trigger is invoked This automation is useful to setup an autoamted chatbot like a ticket booking bot. If the off-business hours automation (3) is also configured, then this automation will be triggered only during business hours.

![Chat Automation Rule Chatbot](https://assets.help.chakrahq.com/chat/chatbot/Chat_Automation_Chatbot.png)

- Click on `Take Action` and choose **Assign to Chatbot**
- Choose the desired chatbot to assign

### 13. Add Keyword Chatbot Triggers

Configure keywords that trigger automatic messages or chatbots

Go to [Chat Trigger](https://app.chakrahq.com/admin/chatbot-settings#chat-triggers)

#### 13.1 Add a Keyword Chat Trigger

![Keyword Chat Trigger](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Chatbot%20Trigger/Chatbot_Trigger_Keyword_2.png)

#### 13.2 Configure Keyword Chat Trigger

![Keyword Chat Trigger](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Chatbot%20Trigger/Chatbot_Trigger_Keyword_3.png)

**Your Chatbot is ready and live in action. Test the chatbot and get going.**

---

URL: https://chakrahq.com/help/chat/shared-chat-inbox/managing-chats/how-to-close-chats.md.md

#### **📌 Close Chats**

You can easily close a chat.

- Click on any chat in the Chats section to open the full conversation window.
- At the top of the conversation Close Chat option is available.

![Close_Chat_option](https://assets.pages.chakrahq.com/media/Close_Chat_option.png)

- Click on Close Chat.

![Closed_Chat](https://assets.pages.chakrahq.com/media/Closed_Chat.png)

This helps ensure that the chat has been closed and if the same user chat is received on Chakra, it will be created as a new chat thread.

---

URL: https://chakrahq.com/help/chat/faqs/coexistence-faqs/coexistence-disconnection-troubleshoot.md.md

# Overview

WhatsApp Coexistence lets a business use the WhatsApp Business App on their phone *and* Chakra Chat on the same number, at the same time. It's a great setup, but the connection between the phone and Chakra Chat can break if certain things happen. This guide covers every known reason it happens, how to stop it from happening, and exactly what to do when it does.

---

## TL;DR

Most disconnections come down to one of these:

1. The business **stopped opening the WhatsApp Business App** on their phone for too long.
2. The business **changed phones, changed their number, or reinstalled the app**.
3. The business (or someone on their team) **switched their number back to a personal WhatsApp account**.
4. The business **manually disconnected** it, sometimes by accident.
5. WhatsApp **restricted or banned** the account for a policy reason.

The good news: in the most common case (changing phones), **WhatsApp reconnects it automatically within a few minutes** — no action needed, as long as the business doesn't opt out when prompted. The other cases need the business to redo the connection.

---

## 1. All Reasons

**a) Phone Not Active**

**What happened:** If the phone with the WhatsApp Business App isn't opened for about **2 weeks**, WhatsApp assumes the account is inactive and disconnects it from Chakra Chat.

**How to avoid it:** Tell the business to open the WhatsApp Business App on their main phone **at least once a week**. Just opening it resets the clock — they don't need to send messages.

**If it's a linked device (like WhatsApp Web), not the main phone:** That has a longer grace period — about **a month** of inactivity before it logs out. It doesn't affect the main connection to Chakra Chat, just that one extra device, and it's easy to reconnect (see Section 3).

---

### b) New phone or Reinstalled app

**What happened:** Moving to a new device, or re-registering WhatsApp on the same device, breaks the link to Chakra Chat.

**The good news:** WhatsApp usually **fixes this automatically**. When the business finishes setting up WhatsApp Business App on their new (or reinstalled) phone, they'll see a screen showing their connected platform (Chakra Chat) with a box already checked to keep it connected. As long as they don't uncheck it, reconnection happens quietly in the background — usually **within a few minutes**.

**What the business should know:**

- They don't need to do anything except finish the normal WhatsApp Business App setup and leave the "stay connected" option checked.
- Messages might be briefly unavailable while this is happening.
- **Any devices they'd linked before (like WhatsApp Web) will need to be manually re-linked** — that part does not happen automatically.

**If it doesn't reconnect on its own:** Someone else may have connected a different WhatsApp business tool to that number in the meantime, which cancels the automatic reconnection. In that case, the business needs to redo the full Chakra Chat connection process from scratch.

---

### c) Changed Phone Number

**What happened:** This is different from getting a new phone — this means the actual WhatsApp number changed.

**What to do:** This isn't something that reconnects automatically. Treat it like setting up Coexistence for the first time on a brand-new number, including making sure the new number has enough real activity on WhatsApp Business App first (see the eligibility section below).

---

### d) Number switched to personal WhatsApp 

**What happened:** Someone registered the business number in the regular, personal WhatsApp app instead of the WhatsApp Business App.

**What to do:** The business needs to re-register that number in the **WhatsApp Business App** first, then reconnect to Chakra Chat.

**How to avoid it:** Make sure everyone on the client's team knows this number is a business number and should never be set up in the personal WhatsApp app "just to check something."

---

### e) Tapped "Disconnect"

**What happened:** WhatsApp Business App has a Disconnect option under **Settings → Account → Business Platform**. Sometimes this gets tapped by accident by someone on the client's team.

**What to do:** Simply reconnect through Chakra Chat's normal setup flow again — WhatsApp Business App will show the reconnect option.

**Important:** If this happens, tell the business **not to uninstall the app** to try to "fix" it — uninstalling can make things worse and harder to reconnect. Just reconnect through the normal flow.

---

### f) WhatsApp restriction or ban

**What happened:** This isn't really a Coexistence problem — it's WhatsApp taking action against the account for violating their rules (spam-like behavior, policy violations, messaging quality dropping too low, etc.).

**What to do:** This needs to be resolved with WhatsApp directly before reconnecting will work at all. Check whether the client has received any warning or restriction notice, and have them address that first. Reconnecting won't succeed while an account is actively restricted.

---

## 2. How to prevent disconnections

Share this checklist with every client during onboarding:

✅ **Open WhatsApp Business App on your main phone at least once a week.** This alone prevents the most common disconnection.

✅ **If you get a new phone, set up WhatsApp Business App the normal way** — don't uninstall the old one first, and don't skip the setup steps. Leave the "stay connected to Chakra Chat" option checked when you see it.

✅ **Never register your business number in the personal WhatsApp app.**

✅ **Only use WhatsApp Web or WhatsApp for Mac** as extra linked devices — other options (like WhatsApp for Windows) aren't supported and won't show messages properly in Chakra Chat.

✅ **Before connecting to Coexistence, make sure the number has been actively used in WhatsApp Business App for at least a week — ideally a month or two.** Brand-new numbers, or numbers that were just deleted and re-added, often get rejected as "not eligible" during setup.

✅ **If the number was ever used with a different WhatsApp business tool before,** fully disconnect it from that old tool first, and let it sit active in WhatsApp Business App for a month or two before connecting to Chakra Chat.

✅ **Keep the WhatsApp Business App updated** to the latest version.

✅ **Keep your messaging quality healthy** — avoid spam-like sending patterns that could get the account restricted.

---

## 3. Step-by-step fixes

### "My WhatsApp Web disconnected but my main phone still works fine"

This is just a linked-device timeout — nothing wrong with your Chakra Chat connection.

1. Open WhatsApp Business App on your main phone.
2. Go to **Linked Devices**.
3. Tap **Link a Device** and scan the QR code from WhatsApp Web or WhatsApp for Mac. Done — no need to touch Chakra Chat at all.

### "I got a new phone and now messages aren't coming through Chakra Chat"

1. Finish setting up WhatsApp Business App on the new phone normally.
2. Watch for the screen that shows your connected platform (Chakra Chat) with a checkbox — leave it checked.
3. Wait a few minutes; it usually reconnects on its own.
4. Once reconnected, manually re-link any devices like WhatsApp Web — this step does **not** happen automatically.
5. If it still isn't reconnected after 15–20 minutes, contact support — someone else may have connected a different tool to the number in the meantime, which needs to be untangled first.

### "I switched to a new business number"

This needs a fresh setup, not a reconnect. Contact your Chakra Chat rep to redo Coexistence signup on the new number — and make sure the new number has some real WhatsApp Business App activity first (a week minimum, ideally longer).

### "Someone on my team accidentally disconnected it"

1. Don't uninstall the app.
2. Reconnect through the normal Chakra Chat setup flow — you'll see the option to reconnect your existing WhatsApp Business App account.

### "It says my phone number isn't eligible to connect"

This means WhatsApp doesn't see enough real activity on the number yet.

1. Use the number normally in WhatsApp Business App — send and receive real messages — for at least a week, ideally 30–60 days.
2. Don't delete and re-add the number repeatedly while waiting — that resets the clock each time.
3. If this number was ever connected to a different WhatsApp business tool before, disconnect it from that tool first, then rebuild activity before trying again.

### "It says this number is already registered to another account"

This means the number still has ties to a previous provider's setup.

1. That old connection needs to be fully removed on the old provider's side first.
2. Re-register the number normally in WhatsApp Business App.
3. Use it actively for a month or two.
4. Then try connecting to Chakra Chat again.

### "My chat history isn't syncing, or it's taking forever"

1. Make sure WhatsApp Business App stayed open and the phone stayed online during setup — if the app gets closed or the phone loses signal mid-sync, it can stall.
2. Make sure the connection is stable (good Wi-Fi or mobile data).
3. Large chat histories can genuinely take a few hours — this is normal, not a sign of disconnection.
4. If it's truly stuck, contact support rather than retrying the setup yourself — history sync can generally only be attempted once per connection.

### "Some messages aren't showing up in Chakra Chat"

This usually happens if the message came from a device Coexistence doesn't support (like WhatsApp for Windows). Ask the business to check those messages directly in WhatsApp Business App, and switch any extra devices over to WhatsApp Web or WhatsApp for Mac instead.

### "My blue verification badge disappeared after connecting"

This can happen briefly when Coexistence is first turned on, and typically comes back within a few days. It's expected behavior, not a sign anything is broken — no action needed.

### "I can't change my business name"

Once connected, WhatsApp locks the business name so the app and Chakra Chat always match. Set the name correctly *before* connecting. If it truly needs to change afterward, that requires a support request to WhatsApp and isn't guaranteed to be approved.

---

## 4. Quick lookup table

| What the client says | What's likely going on | Where to look |
| --- | --- | --- |
| "It just disconnected on its own" | Phone wasn't opened for \~2 weeks | Section 1, "phone sat unused" |
| "I got a new phone" | Should reconnect automatically | Section 1 & 3, "new phone" |
| "I changed my number" | Needs a full fresh setup | Section 1 & 3, "changed number" |
| "WhatsApp Web logged out" | Normal timeout, easy fix | Section 3, "WhatsApp Web disconnected" |
| "Someone disconnected it by mistake" | Manual disconnect | Section 1 & 3, "accidentally disconnected" |
| "It says my number isn't eligible" | Not enough activity history yet | Section 3, "not eligible" |
| "It says the number is already registered elsewhere" | Leftover connection to an old provider | Section 3, "already registered" |
| "Chats aren't syncing" | App was closed during sync, or big history | Section 3, "chat history" |
| "Some messages are missing" | Unsupported linked device | Section 3, "messages aren't showing" |
| "Lost my blue badge" | Temporary, expected, self-resolves | Section 3, "blue badge" |
| "Can't change business name" | Locked by design after connecting | Section 3, "can't change my business name" |

---

*Sources: Meta's official WhatsApp Business Platform documentation, plus real-world troubleshooting notes from other WhatsApp platform providers.*

---

URL: https://chakrahq.com/help/chat/whatsapp-calling-api/whatsapp-calling-setup.md.md

# WhatsApp API Calling Overview

Chakra Chat now supports voice calling through your connected WhatsApp Business API number. This guide walks admins through setup and users through day-to-day calling workflows.

## WhatsApp Calling Setup

Steps to configure the Whatsapp Calling API feature on the connected WhatsApp Number in Chakra.

**[For Admins]**

---

### Enable WhatsApp Calling

Go to the **Calls** section of the WhatsApp Setup page.

![WhatsApp_Calling_API_settings_1](https://assets.pages.chakrahq.com/media/WhatsApp_Calling_API_settings_1.png)

- Open the Meta Call Settings tab and click `Settings`. 
    - Under `Calling Status`, select **Enabled**. 

This enabled the 

- **[Optionally]** Set `Call Icon Visibility` to **Enabled** to display a call icon on your number in customers' WhatsApp apps. 
- **[Optionally]** Enable `Callback Permission Status` to automatically prompt customers for calling permission after they contact your business. 
- Click **Update Meta Settings** to save.

![Meta_Call_Settings](https://assets.pages.chakrahq.com/media/Meta_Call_Settings.png)

### Setup Inbound Call Allocator

If your team will be receiving inbound calls, you need an allocator to route them to the right people.

On the same Calls tab in WhatsApp Setupn page;

- Open the `Call Allocator` tab
- Click A`dd Allocator`. 
    - Select the user roles that should receive calls. 
    - To restrict allocation to specific individuals, choose them under Which Users 

Note that selecting a role is required before you can choose specific users.

- Click Save.

![configure_whatsapp_Call_allocator_Assignment](https://assets.pages.chakrahq.com/media/configure_whatsapp_Call_allocator_Assignment.png)

### Create Call Permission Template

Before making outbound calls to a customer, you must have their permission. If you have an active chat session open with the customer, you can send a permission request directly from the chat dashboard via a session message. If not, you'll need a **template message**.

To create a template message; 

- Go to WhatsApp Template Messages. 
- Enable Use Special Template Type,
- select Call Permission Request as the type
- Create the template.

![call_permission_request_template](https://assets.pages.chakrahq.com/media/call_permission_request_template.png)

---

**[For Users]**

Users need to configure a one-time setting to enable the inbound and outbound calling via the Chakra Chat interface.

### Configure WhatsApp Telephony 

 [One-time setup]

- Click the call button in the top bar
- Select WhatsApp as your telephony type
- Choose the WhatsApp phone number to be user.

![configure_telephony_user_calling_whatsapp_api](https://assets.pages.chakrahq.com/media/configure_telephony_user_calling_whatsapp_api.png)

This only needs to be done once per user account.

## Calling Feature Usage Guide

### Manage Inbound Calls

When a customer calls your business number, a popup will appear under the call icon in the top bar. 

- Click `Accept` to connect the call 
- `Reject` to decline the call

![inbound_whatsapp_calling_api](https://assets.pages.chakrahq.com/media/inbound_whatsapp_calling_api.png)

### Manage Outbound Calls

Open the customer conversation in the **chat dashboard**. In the right sidebar, locate the **WhatsApp Calling** section.

![outbound_calling_permission_request_call](https://assets.pages.chakrahq.com/media/outbound_calling_permission_request_call.png)

**If Permission already granted customer:** 

- A Call Contact button is visible
-  Click it to start the call. 

**If permission has not been granted yet;**

- Send a call permission request message from this section. 
- Once the customer approves
- Call Contact button will become available.

The WhatsApp Calling API feature is now enable in Chakra Chat.

---

URL: https://chakrahq.com/help/chat/shared-chat-inbox/managing-chats/how-to-add-filters.md.md

#### **🔍 How to Add Filters in the Chat Section**

You can use filters to quickly find specific chats based on conditions like chat status, assigned agent, tags, and more.

**Step-by-Step Guide:**

1. Go to the Chat Section: Navigate to the left sidebar and click on the "Chats" section, where all your conversations are listed.
2. Click the Filter Icon: On top of the chat list, click on the filter funnel icon. This opens the filter panel.
3. Add Filter Rule: In the filter panel, click “Add Rule”. Choose a condition (e.g., status != CLOSED) based on what you want to filter.
4. Apply the Filter: Once your rule is added, click the "Apply" button at the top right.

*Now the chat section shows the filtered data*

---

URL: https://chakrahq.com/help/chat/drip-campaigns-and-sequences/configure-campaigns/how-to-add-leads-to-campaign-from-lead-list.md.md

# ➕ Manually Add Leads to a Campaign through lead list

Need to quickly add a few leads to an ongoing campaign — whether it’s a one-time broadcast or a multi-step workflow? No problem! Chakra makes it simple.

Follow these steps to get it done in seconds:

---

### 🧭 How to Add Leads Manually

1. Head over to the **Lead List** (you’ll find it labeled as **“Leads”** in the left navigation bar).
2. Use the checkboxes in the leftmost column to **select the leads** you want to add.
3. Click the **“Actions”** button (look for the ✏️ pencil icon in the top-right corner).
4. From the dropdown, choose **“Add to Campaign”**.
5. Pick the campaign you’d like to add these leads to.
6. Click the **`Add`** button.

That’s it! 🎯 The selected leads will now be enrolled in your chosen campaign.

To confirm, open the campaign builder and check the **History** or **Analytics** tabs to see the activity.

---

### 👇 Here’s how it looks in action:

![Add leads to a campaign](https://static-data.chakrahq.com/documentation-assets/whatsapp/campaigns/add-leads-to-a-campaign.gif)

---

URL: https://chakrahq.com/help/chat/automation-settings/chat-automations/how-to-handle-whatsapp-flow-responses.md.md

**Overview:**

WhatsApp "Flows" let you send rich, interactive forms to customers. Chakra helps you process these responses automatically through Inbound Flow Rules. Here’s how you can set it all up. This guide explains how to capture the flow response in Chakra Leads automatically.

### Step 1: Access Inbound Flow Rules

![Configure Flows](https://assets.help.chakrahq.com/chat/Screenshot 2025-12-03 at 1.40.53 PM.png)

- Go to WhatsApp Setup on the left-hand navigation bar
- Click the **Flow** tab
- Click `Add Another` to create a new rule for processing incoming flow responses

### Step 2: Configure a Rule

#### Choose Action

- Select the action to perform when a flow response is received.
- Currently, only **"Update Linked Process"** is supported.
- Set the **Procedure** to `Lead`

![Configfure Flows Rule](https://assets.help.chakrahq.com/chat/Screenshot 2025-12-03 at 1.42.06 PM.png)

#### [Optional] Change Lead State

- If you want to update the lead’s state based on the response, select the new state under **"Change state to"**

#### Map Flow Fields to Lead Attributes

- Click **"Add Another"** under **"Mapping for form fields in WhatsApp Flow Forms"**
- For each mapping:
- In **"Form Field Label"**, enter the **label** of the form field from your WhatsApp Flow
- In **"Process Attribute"**, choose the corresponding **Lead attribute** to store the value
- Repeat for all form fields in your flow

⚠️ You may need to [**create a Lead attribute**](https://help.chakrahq.com/chat/getting-started/create-a-custom-field-attribute-in-lead#go-to-lead-attributes) to capture the flow field data in Chakra leads.

#### Catch-All Field (Optional)

- Set a **fallback Lead field** to store any form data that isn’t explicitly mapped.
- This ensures no data is lost if form fields change and mappings are missed.

#### Select Applicable Flows

- Choose specific flows this rule should apply to.
- Leave empty to apply the rule to **all flow responses**.

---

### ➕ Step 3: Add Multiple Rules

![Configfure Additional Flows Rule](https://assets.help.chakrahq.com/chat/Screenshot 2025-12-03 at 2.38.34 PM.png)

- You can define **multiple rules**
- When a flow response is received, Chakra checks each rule **in order** until a match is found
- The **first matching rule** will process the response

**Interactive guide to setup Flows Configuration in Chakra**

![https://static-data.chakrahq.com/documentation-assets/whatsapp/chat-settings/whatsapp-flows/handling-whatsapp-flow-responses-in-chakra.gif](https://static-data.chakrahq.com/documentation-assets/whatsapp/chat-settings/whatsapp-flows/handling-whatsapp-flow-responses-in-chakra.gif)

---

URL: https://chakrahq.com/help/chat/ai-and-automations/ai-setup/add-ai-content-source.md.md

# Overview

All AI features in Chakra rely on AI Content Sources to provide accurate, relevant responses tailored to your business. These sources act as the knowledge base for your bots. Enhance your AI automations with content that delivers context-aware responses.

### Create AI Content Sources

- Go to [AI Settings](https://app.chakrahq.com/admin/ai-settings) Admin > AI Settings

![AI Settings](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/AI%20Content/AI_Settings_Nav_1.png)

- In the Content Sources tab, click on New Content Source

![New Content Source](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/AI%20Content/AI_Settings_Content_Home_2.png)

- In Create Content Source, add a name and select the content type (Text, FAQs, Webpage URLs, Products)

![Select Content Type](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/AI%20Content/AI_Settings_Content_Create_3.png)

- Add `Content` 
- Add `Text Content`
- Add large blocks of plain text from documents or other content.
- Best for informational sections like policies, descriptions, or manuals.
  ![Add Text Content](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/AI%20Content/AI_Settings_Content_Text_4.png)
- Add `FAQ content`
- A list of question-answer pairs used to train your AI bots.
- Ideal for addressing common user queries about your business. Add unlimited FAQs
- ✅ Tip: Keep answers under 500 words for best results.
  ![Add FAQ content](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/AI%20Content/AI_Settings_Content_FAQ_5.png)
- Add `Content URLs`
- Enter the URL of a public web page.
- Chakra will scrape and convert the textual content into a usable source for your AI bot.

![Add Content URLs](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/AI%20Content/AI_Settings_Content_URL_6.png)

- Add `Product Content`

Automatically sync your product catalog from Chakra or WhatsApp.Useful for AI-powered product recommendations in e-commerce setups.

![Add procuct content](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/AI%20Content/AI_Settings_Content_Products_7.png)

- Click `Save`

### How to Edit Content

- Click on the Content type in the List
- Edit the content and Save

![Edit content](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/AI%20Content/AI_Settings_Content_Edit_8.png)

### Re-sync AI Content

- Anytime you add or update a content source, Chakra re-trains the AI to include the latest information.
- To manually trigger a sync, click the Re-Sync button next to the content source on the list.

Note: Keeping your content up-to-date ensures your AI responds accurately to your customers.

---

URL: https://chakrahq.com/help/chat/ai-and-automations/ai-guides/how-to-connect-n8n-ai-agent-to-whatsapp.md.md

**Connecting an n8n AI Bot to WhatsApp**

In this article, we will explore how to connect an n8n AI Bot or agent to WhatsApp. For this, we will use WhatsApp APIs and webhooks provided by [Chakra Chat](https://chakrahq.com/product/chakra-chat/).

At the end of this, you should be able to have a full n8n chat agent responding to queries from users on your Cloud Connected WhatsApp Number.

## Pre-Requisites

A) We will assume that you already have an **n8n cloud account** or have n8n hosted somewhere accessible to the public internet.

B) It is also required that you have a **Chakra Chat account** and have already **Connected WhatsApp**. If not, please follow the steps below:

1. [Sign Up to Chakra Chat](https://help.chakrahq.com/chat/getting-started/create-chakra-account-login)
2. [Connect WhatsApp](https://help.chakrahq.com/chat/getting-started/connect-whatsapp-number)

Also note that this bot can be created with a **Free Chakra Chat account.** 🎉

C) You will also need an OpenAI account and an OpenAI key as we will use OpenAI as our AI provider. You can sign up for an OpenAI developer account from [this page](https://platform.openai.com/docs/overview).

## 1. Setup webhook trigger on n8n

### 1.1 Log in to n8n account 

Create a new workflow by clicking the "Create Workflow" button from the top right corner of the main n8n dashboard.

![Create n8n Workflow](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image.png)

### 1.2 Add First Step

Click "**Add First Step**" node and select the **"On webhook call"** trigger.

![First Step](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-1.png)

### 1.3 Configure test webhook URL

1.3.1 The webhook trigger configuration page should be open now. Click the test webhook URL to copy it to your clipboard.

![Test Webhook URL](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-2.png)

1.3.2 Open your Chakra Chat account and go to the **WhatsApp Setup** page, click the **More** tab.

![WhatsApp Setup More Tab](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-3.png)

1.3.3 Scroll down and click the toggle under "Enable pass through webhook".

![Enable Pass Through Webhook](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-6.png)

1.3.4 Paste the copied n8n test webhook URL into the input box under "**Pass through webhook url**".

![Pass Through Webhook URL](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-9.png)

1.3.5 Click **Save** button from the top right corner of the WhatsApp setup page to save the configuration.

![Save Configuration](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-10.png)

### 1.4 Test Our Integration

1.4.1 Switch back to n8n and change the trigger **HTTP Method** to **POST** from the webhook configuration page.

![HTTP Method to POST](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-14.png)

1.4.2 Click the "Listen for test event" button.

![Listen to Test](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-15.png)

1.4.3 We need to send a message to the WhatsApp number from another end user WhatsApp number, so that a test webhook event is generated.

![Send Test message](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-16.png)

1.4.4 On the n8n trigger config page, you should now see the webhook event corresponding to the message you just sent like the following screenshot. If you do not see any event, please review all the earlier steps and verify your setup.

![Review Setup](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-17.png)

1.4.5 Ok, now we are ready to configure an AI Agent, so click "Back to Canvas" and quickly save all the progress of your workflow so far.

## 2. Setup an AI Agent

We will set up an OpenAI AI agent now on n8n.

2.1 Click the **plus** button next to the webhook trigger in the n8n workflow editor. A drawer should open up on the right with node options. Click "**AI**" to show all AI Node options.

![Click AI](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-19.png)

2.2 Click AI Agent to select and add an AI Agent node.

![Add AI Agent](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-20.png)

2.3 The AI Agent node configuration page should be open now.

![Configure AI Node](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-21.png)

2.4 Click the dropdown for "Source for Prompt (User Message)". It is configured by default to chat input, but we need to connect it to the webhook trigger input. So click "Define below" option.

![Prompt Configuration](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-22.png)

2.5 The left-hand side Input tab shows the entire JSON object sent via the webhook. Locate the **message** you sent from the left-hand side input, click and drag it to the Prompt textbox.

![Prompt Message](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/Screen-Recording-2025-08-23-at-3.29.55-PM.gif)

2.6 Now let's configure the chat model. Click the **Plus button** under "**Chat Model**" option from the bottom of the page.

![Chat Model Configuration](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-25.png)

2.7 A submenu should open from the right with a list of available AI Models. Search for OpenAI and click to select the same.

![Select OpenAI model](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-26.png)

2.8 The OpenAI sub-node configuration page should be open now. Here we need to configure the OpenAI Credentials. If it is already available, then select the same, or click **create new credentials** and provide an OpenAI API Key.

![OpenAI Credentials](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-27.png)

![Create New Credentials](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-28.png)

2.9 We can now go back to the canvas page by clicking "Go back to canvas" and click "**Execute Workflow**" to test our setup so far. This will make the workflow start listening to events on the test webhook.

![Execute Workflow](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-29.png)

2.10 So open your end user WhatsApp account and send a message to your Connected WhatsApp number. You will not receive a reply, but you should see the logs of the OpenAI response in the AI Agent node. The AI Agent node should also be bordered with a green color indicating a successful run.

If you don't see a successful run, then review your setup by going through the previous steps again.

![Review Steps](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-30.png)

## 3: Send AI response to user

Now that our AI Agent is able to respond to incoming chat queries, let's start sending them back on WhatsApp.

3.1 In the n8n workflow editor, click the **+ button** to the right of the AI Agent Node. This will open the node selector menu. In the search bar, type "HTTP request" and click the **HTTP Request** node type.

![HTTP Request](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-31.png)

3.2 Configure the HTTP Request node to send a message via the WhatsApp send message API.

Details about this API can be found in this [API Documentation](https://apidocs.chakrahq.com/api-11313675). The config should look something like below:

- **Method:** POST
- **URL:** `https://api.chakrahq.com/v1/ext/plugin/whatsapp/{{chakraPluginId}}/api/v22.0/{{whatsappPhoneNumberId}}/messages`

![POST Method](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-34.png)

- **Headers:**

`Authorization: Bearer {{chakraAccessToken}}`

![Authorization Header](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-35.png)

- **Body:** Should be of type JSON

![Body Type](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-36.png)

- **Body:** The full JSON object should look like this

![Body JSON](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-37.png)

The required inputs for configuring the above API can be found in your Chakra Chat account. Following is a brief description of the same:

#### Find chakraPluginId

In the Chakra Chat - WhatsApp setup page, locate the 3 dots icon next to the save button, on the top right corner. Click the same and click the "Copy Plugin Id" button. The plugin id is now copied, you can paste it where you need it.

#### Find **whatsappPhoneNumberId**

In the Chakra Chat - WhatsApp Setup page, click on the Gear icon next to "📞 WhatsApp Phone Numbers". In the drawer that opens, you will find the Meta ID of each phone number in the phone number column.

#### Get chakraAccessToken

To be able to use Chakra APIs, first you need to create an API Key for your use case from the Chakra Chat - [API Keys](https://app.chakrahq.com/admin/apikeys) section.

#### **Create An API Key**

To create an API Key, you need to provide the following information:

- Name - Name of the key. Please use a meaningful name. This makes management of keys easier.
- Description (optional) - Description for the API keys
- Access Role - Choose a `role` for the new API Key. The API Key will inherit and be limited by the privileges supplied by the assigned role. Ensure that publicly exposed API Keys have the **least privileged** role needed to accomplish the task.

After creating an API Key, you will find the chakraAccessToken under the "Access Tokens" section of the created API Key.

3.3 After configuring the HTTP Request, go back to the Canvas and click the execute step button above the HTTP Request node. If everything is configured correctly, the node should execute the step correctly, and you should receive the test OpenAI output on the end user WhatsApp account 🥳

## 4. Publish the workflow

4.1 Save your workflow and mark it as active.

![Save Workflow Active](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-38.png)

4.2 Double click the webhook, click Production URL under webhook URLs. Then click the actual URL to copy it.

![Copy Production URL](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-39.png)

4.3 Now open your Chakra Chat account and go to WhatsApp Setup page. Then click the more tab. Paste the copied webhook URL into the input box under "**pass through webhook url**".

![Pass through webhook URL](https://s3-ap-south-1.amazonaws.com/articles.chakrahq.com/2025/08/image-41.png)

4.4 Click **Save** from the top right corner of the page to save this configuration. Now WhatsApp events will be sent to the production webhook URL.

# Conclusion

That's it! You can now test your bot and then modify the agent to solve more complex use cases. The AI agent described above is quite basic. For practical use cases, you will need to add other things like memory or image processing. But the basic principle remains the same.

# Appendix

**A. Add an if condition to filter out non-message events**

The pass-through webhook will usually receive many events from WhatsApp; some of them are message events, others might be status events or billing events. Ideally, you would want to add an **if condition** node after your Webhook node to filter out non-message events.

After you do the above, be careful to change the user prompt expression in the AI Agent node to select the webhook data correctly. It will now look something like this:

```ts
{{ $('Webhook').item.json.body.entry[0].changes[0].value.messages[0].text.body }}
```

**B. Using memory to keep track of a conversation**

At some point, you will want to use memory to keep track of a conversation with a user. The message events also contain the phone number of your end user; this phone number serves as a great key to thread all the messages together.

**C. Accessing media sent by users**

You might want to process images or documents sent by your users. In such a case, the WhatsApp webhook events will generally contain a WhatsApp Media ID. You can fetch the media associated with this ID by using this [show media API](https://apidocs.chakrahq.com/api-20534488).

---

URL: https://chakrahq.com/help/chat/broadcasts-and-bulk-messaging/create-a-message-template.md.md

# Overview:

Guide to Creating a WhatsApp Message Template in Chakra Chat.

**Note:**

⚠️⚠️ - Template Messages are approved (automatic or manual approval flows) by Meta/WhatsApp. It takes upto 24 hours for the template to be approved.

## Steps to Create Template Message

### 1. Go to 👉 [Message Templates](https://app.chakrahq.com/admin/whatsapp-message-templates)

Click `Add`

![Add Template](https://static-data.chakrahq.com/assets/images/whatsapp/aug-8-2025/Feature_Template_Add_New-1.png)

### 2. Name the Template

Enter a unique name for the template using only lowercase alphanumeric characters and underscores. Select the appropriate Plugin or WABA ID.

![Template Name](https://static-data.chakrahq.com/assets/images/whatsapp/Feature-Template/Feature-Template-Name-3.png)

### 3. Configure Template Settings

- Choose the template category and language.
- [Optional] Add a Header: Include sample header text or media, if applicable.

![template_message_header_whatsapp](https://assets.pages.chakrahq.com/media/template_message_header_whatsapp.png)


### 4. Compose Message Body

Write the message content in the selected language.

![Add Message Body](https://static-data.chakrahq.com/assets/images/whatsapp/Testing-Try-Features/test-template-3a---.png)

#### Add Message Variables

Use `Add Variable` option

![Add Variable](https://static-data.chakrahq.com/assets/images/whatsapp/Feature-Template/Feature-Template-Variable-Add-5.png)

#### Rename variables

If applicable provide example values for body parameters like images, personlaized name, etc

![Rename Variable](https://static-data.chakrahq.com/assets/images/whatsapp/Feature-Template/Feature-Template-Variable-Rename-5b.png)

#### [Optional] Add a Footer

Include a short line of text at the bottom of the template.

![Footer](https://static-data.chakrahq.com/assets/images/whatsapp/Feature-Template/Feature-Template-Footer-6.png)

#### [Optional] Create Buttons

Select from URL, Quick Reply, or Call button types.

![Template Buttons](https://static-data.chakrahq.com/assets/images/whatsapp/Feature-Template/Feature-Template-Add%20Button-7.png)

Enter the **Button Text** as it should appear in the template. Reorder or delete buttons using the provided options.

![Add Button Text or URL](https://static-data.chakrahq.com/assets/images/whatsapp/Feature-Template/Feature-Template-Add%20Button-7b.png)

### 5. Preview the Template

Preview the message in real-time.

![Template Preview](https://static-data.chakrahq.com/assets/images/whatsapp/Feature-Template/Feature-Template-Final%20Check%20Template-9.png)

### 6. Save the Template

Verify the template details and click Save to submit.

![Save Template](https://static-data.chakrahq.com/assets/images/whatsapp/Testing-Try-Features/test-template-3.png)

### 7. Template Approval

The template will remain pending until approved by Meta. General ETA is 24 hours for approval.

![Pending Status](https://static-data.chakrahq.com/assets/images/whatsapp/Feature-Template/Feature-Template-Pending%20Status-11.png)

### 8. Check Approval Status

You may check the Refresh option to monitor the template’s approval status. You will also be notified via email about the template approval.

![Approved](https://static-data.chakrahq.com/assets/images/whatsapp/Feature-Template/Feature-Template-Status%20Approved-13.png)

### 9. Template Ready for Use

The template once approved and is ready to be used to send a template message to your customers via [broadcast campaigns](https://chakrahq.com/help/chat/broadcasts-and-bulk-messaging/create-broadcast-campaign).

---

URL: https://chakrahq.com/help/chat/automation-settings/chat-automations/automate-chat-allocation.md.md

# Auto-Assigning Chats in Chakra Chat

This guide explains how to set up automatic chat assignment in Chakra Chat to streamline chat allocation to available users. Follow these steps to create a Chat Inbox, add an allocator, map the inbox, and configure user roles.

Quick overview of how the autamated chat allocation works using the Chat Inbox, Allocator for mulitple connected WhatApp Numbers.

![Automated Chat Allocation Flow in Chakra](https://static-data.chakrahq.com/assets/images/whatsapp/sep-26-2025/Chat_inbox_allocation_logic-2.png )

> **Note**: Chats are assigned only to users marked as **AVAILABLE**.

![Chats available to Status = AVAILABLE users](https://static-data.chakrahq.com/assets/images/whatsapp/sep-26-2025/Chat_Available_User_option.png)

## Chat Visibility by User Role

By default, chat visibility is governed by user role type:

- **Admins** 💼: Access **all chats**.
- **Managers** 👨🏻‍💻: Access **all chats**.
- **Users** 🙋: Access **only chats assigned to them**.

Chats can be manually assigned from the chat section using the **Select Assignee** dropdown at the top of the chat window.

![Manual assignment of Chats](https://static-data.chakrahq.com/assets/images/whatsapp/aug-25-2025/ChatIbox_Manual_Assisgn_3b.png)

> **Tip**: For high-volume scenarios, manual assignment can be tedious. Use auto-allocation to save time!

## Step 1: Create a Chat Inbox

- Navigate to **Chat Settings** > **Chat Inbox List**.
- Click **Add** to create a new chat inbox.

![Create Chat Inbox](https://static-data.chakrahq.com/assets/images/whatsapp/sep-26-2025/create_chat_inbox-1.png)

- In the **Add Chat Inbox** pop-up:

1. Enter a **Name** for the chatbot.
2. Add a **Description** (optional).

- Click **Add** to create the inbox.

![Configure Chat Inbox](https://static-data.chakrahq.com/assets/images/whatsapp/sep-26-2025/chat_inbox_name-2.png)

## Step 2: Add an Allocator to the Chat Inbox

- Open the newly created **Chat Inbox**.
- Click **Add Allocator**.

![Add Chat Allocator](https://static-data.chakrahq.com/assets/images/whatsapp/sep-26-2025/chat_inbox_allocator-3.png)

- In the pop-up:

1. Enter a **Name** for the allocator.
2. Click **Add**.

![Configure Chat Allocator](https://static-data.chakrahq.com/assets/images/whatsapp/sep-26-2025/chat_inbox_allocator-name-4.png)

- Go to **User Roles** and select the roles (multi-select) to allocate chats in this inbox.
- The allocation strategy defaults to **Round Robin**.
- Click **Save** and toggle **Allocator Is Active** to enable it.

![Create Chat Inbox Mapping](https://static-data.chakrahq.com/assets/images/whatsapp/sep-26-2025/chat_inbox_allocator-config-6.png)

> \*\*Advanced Feature: Chat Filters\*\*\\To selectively allocate chats, use **Chat Filters** to define eligible chats for automated allocation. For issues, raise a ticket with the Chakra team.

## Step 3: Map the Chat Inbox

Map incoming chats to the appropriate Chat Inbox:

- Go to **Chat Inbox List**.
- Click the **➕** icon below the **START** block.

![Create Chat Inbox Mapping](https://static-data.chakrahq.com/assets/images/whatsapp/sep-26-2025/chat_inbox_mapping-new-7.png)

- In the **Rule** pop-up:

1. Select the relevant **Chat Inbox**.
2. Add a **Condition** to route chats to this inbox (e.g., map a specific WhatsApp number or handle ID).

- Click **Save** in the condition drawer.
- Click **Save** in the Chat Inbox mapping section.

![Configure Chat Inbox Mapping](https://static-data.chakrahq.com/assets/images/whatsapp/sep-26-2025/chat_inbox_mapping-config-8.png )

## Step 4: Verify User Roles

Ensure users are correctly mapped to roles for chat allocation:

- Navigate to **Users Settings**.
- Check users and their assigned roles.

![Check User Roles](https://static-data.chakrahq.com/assets/images/whatsapp/sep-26-2025/check_roles-13.png)

### To Add a New Role

- Go to the **Roles** tab.
- Click **⊕ Add Role**.

![Add User Roles](https://static-data.chakrahq.com/assets/images/whatsapp/sep-26-2025/create_role-12.png)

- Enter role details (**Name**, **Type**, **Description**).
- Click **Save**.

### To Change a User’s Role

- In **Users Settings**, click the **…** next to the user’s **Edit Role** option.

![Change User Roles](https://static-data.chakrahq.com/assets/images/whatsapp/sep-26-2025/change_user_role-10.png)

- Select **Change Role**, choose the new role in the pop-up, and click **Change Role**.

![Change User Role Details](https://static-data.chakrahq.com/assets/images/whatsapp/sep-26-2025/save_user_role-11.png)

## Final Notes

Ensure the following for successful auto-allocation:

- Users are mapped to an appropriate **Role**.
- The **Role** has the correct **Role Type**.
- The **Chat Allocator** in the inbox includes the relevant roles for chat allocation.

Your incoming chats should now be automatically assigned to the configured users.

For further assistance, raise a [ticket](https://app.chakrahq.com/internal-tickets).

---

URL: https://chakrahq.com/help/chat/automation-settings/campaign-automations/appointment-reminders-recurring-campaign.md.md

This guide explains how to set up automated appointment reminders for customers using the Campaigns feature. Follow these steps to capture appointment timestamp, create appointment reminder templates and configure the campaign

## Step 1: Add a Apppointment Time Attribute to Leads

1. Navigate to **Admin** > **Leads** in the Chakra dashboard.
2. Click **Add** and select **Standard Attribute**.

![Add lea attribute](https://static-data.chakrahq.com/assets/images/whatsapp/sep-03-2025/Lead_add_attribute.png)

1. Configure the attribute:

- Name it `Appointment Time` (or similar).
- Set the field type to `Date Time`.

2. Save the attribute.

![Attribute appointment time](https://static-data.chakrahq.com/assets/images/whatsapp/dec-17-2025/attribute-appointment-time.png)

## Step 2: Create leads with appointment time or update exising leads to have a specific appointment time

### Create leads

1. You can upload a csv file with reklevant lead details including a column for appointment time
2. Ensure to supply a well formatted datetime value like `2025-12-17 09:00:00`
3. Find more information about bulk uploading leads [in this article](/chat/getting-started/add-lead#bulk-upload-leads)

### Update leads

1. Visit the lead details page
2. In the left sidebar, locate the newly created attribute and click the edit icon
3. Select the specific time and click the "check" icon to save the selected time.

## Step 3: Create an appointment reminder template

- Go to **Message Templates** in the Chakra dashboard.
- Click **Create New Template** to design a appointment reminder template

![Add message body](https://static-data.chakrahq.com/assets/images/whatsapp/dec-17-2025/appointment_time_message_template.png)

- Customize the template with personalized fields, interactive buttons following standard [template guideline](https://help.chakrahq.com/chat/getting-started/guidelines-for-bulk-messaging) (e.g., customer name, offer details).
- Follow the [Chakra Message Template Creation Guide](https://help.chakrahq.com/chat/getting-started/create-a-message-template) for detailed instructions.
- Submit the template for WhatsApp approval.

## Step 4: Create an appointment reminder campaign

- Navigate to **Campaigns** in the Chakra dashboard. Click **Create New Campaign**

![Add Campaign](https://static-data.chakrahq.com/assets/images/whatsapp/aug-22-2025/Campaign_WF_Create_0.png)

- Follow the instructions in the help document to `Create a Campaign` ([https://help.chakrahq.com/chat/getting-started/create-workflow-campaign](https://help.chakrahq.com/chat/getting-started/create-workflow-campaign))
- Configure the wahtsapp message node, including
- The approved appointment reminder message template.
- any variable mapping to the template fields
- Under the trigger section, add a new trigger
- Provide a name for the trigger
- Choose recurring type as "Daily"
- Chose the time of the day when the campaign has to go out
- Now provide a query to find all the leads whose appointment is scheduled for the day
- Add a rule and select appointment datetime as the lhs
- Chose > operator
- In the rhs - click the date selection field, and set it to 0 hour ago
- Add another rule
- Again select appointment datetime as the lhs
- Chose \\< operator
- In the rhs - click the date selection field, and set it to 12 hours from now
- Click "Save" to save the trigger

Now every day at 9 am,this trigger will find all leads whose appointment time is between 9am and 9pm and send them the reminder message.

![Attribute appointment time](https://static-data.chakrahq.com/assets/images/whatsapp/dec-17-2025/appointment-daily-trigger.png)

## Step 5: Test the Automation

- Add a test lead with an appointment set to today’s date.
- Verify that the appointment reminder message is sent automatically via WhatsApp.
- Monitor the campaign performance in the Chakra dashboard.

---

URL: https://chakrahq.com/help/chat/chatbot-builder/add-a-chatbot-trigger.md.md

Overview:

Triggers initiate the chatbot’s interaction with the user. For Chakra Chat, the triggers can be configured to start the chatbot in 2 ways:

- **Default Auto Reply Chatbot**: Configure a chatbot to auto-reply to any new chat
- **Keyword Chat Trigger**: Activate specific chatbots based on text keywords in the user chat

### Configure a Default Auto Reply Chatbot

- Go to 👉  **WhatsApp Setup**, click on the `More` tab
- Next, in the **Auto Reply Chatbot** field, choose the desired chatbot from the dropdown. Click `Save`

![Add message body](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Chatbot%20Trigger/Chatbot_Trigger_Default_1.png)

### Configure a Keyword Chatbot Trigger

- Go to the **Chatbots** section, in the **Chatbot Trigger** tab, click on `Create Chat Trigger`.

![Add message body](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Chatbot%20Trigger/Chatbot_Trigger_Keyword_2.png)

- Configure keywords that trigger automatic messages or chatbots. Click on `Save`.\\\\

![Add message body](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Chatbot%20Trigger/Chatbot_Trigger_Keyword_3.png)

The chatbot trigger has been set up successfully.

### Chat Triggers: Assign to a User

Keywords can be used to trigger specific workflows:

- Go to [Chat Trigger](https://app.chakrahq.com/admin/chatbot-settings#chat-triggers)
- Click on `Create Chat Trigger`
- Add keyword(s) in Keyword section
- Choose matching strategy
- In Actions, Configure the Chat Trigger using Chat Keyword and choose `Assign Chat`

![Chat Tirgger to Assign Chat ](https://assets.help.chakrahq.com/chat/Chat Trigger/Chat_Trigger_Assign_Chat.png)

---

URL: https://chakrahq.com/help/chat/miscellaneous-features/chat-widgets/how-to-generate-whatsapp-chat-qr-code.md.md

## 📱 Generate a Custom WhatsApp QR Code

### 🔧 How to Generate Your WhatsApp QR Code

1. Head to [**Admin > Chat Settings > WA QR Code**](https://app.chakrahq.com/admin/chat-settings#whatsapp-qr-code).
2. Under **Phone Number**, enter your business’s WhatsApp number.
3. In the **Intro Message** field, type a short, friendly message that customers will send when they scan the QR code.
4. 🚀 Your QR code will be automatically generated at the bottom of the page.

### 🎨 Customize Your QR Code

You can tweak the design to match your brand:

- **QR Code Color** – Choose a color that fits your brand theme.
- **Background Color** – Set a background color that makes your code pop!

### 📥Download and Share

Once your QR code looks perfect, **download it** and place it wherever your customers are—flyers, packaging, storefronts, or online!

![WhatsApp Chat QR Code](https://assets.pages.chakrahq.com/media/WhatsApp Chat QR Code.gif)

---

URL: https://chakrahq.com/help/chat/automation-settings/campaign-automations/lifecycle-rule-for-campaign-automation.md.md

# Auto Add Lead to Campaigns

This guide walks you through the process of setting up Lifecycle Automation Rules for Leads in the Chakra Admin panel. Follow these steps to configure rules based on lead triggers and conditions.

## Prerequisites

- Admin access to the system.
- A Campaign or a message template should be create to be used as an Action

## Step-by-Step Instructions

### 1. Navigate to Lead Settings

- Go to **Admin** > **Lead** in the system dashboard.

![Lead Settings](https://static-data.chakrahq.com/assets/images/whatsapp/oct-29-2025/1_Admin_Lead.png)

### 2. Access Lifecycle Rules

- In the Lead section, locate and select **Lifecycle Rules**.

![LifeCycle Rules](https://static-data.chakrahq.com/assets/images/whatsapp/oct-29-2025/2_Lifecycle_Rules_Creation.png)

- Select the Trigger Stage
- Choose one of the following trigger stages for the Lead:
- **Pre Creation**: Before a lead is created.
- **Post Creation**: After a lead is created.
- **Pre Updation**: Before a lead is updated.
- **Post Updation**: After a lead is updated.

### 3. Add and Name the Lifecycle Rule

- Click on **Add** to create a new lifecyle rule
- Add a Name to the Lifecycle Rule

![Name Lifecycle Rule](https://static-data.chakrahq.com/assets/images/whatsapp/oct-29-2025/3_Lifecycle_Rules_Name.png )

### 4. Confirm Trigger Stage

- Ensure the selected trigger stage aligns with your automation goal. The system will automatically set the **Lead Trigger Type** based on your selection in Step 3.

![Default Trigger Lead Creation](https://static-data.chakrahq.com/assets/images/whatsapp/oct-29-2025/4_Lifecycle_Rule_Trigger.png)

### 5. Define Conditions

- In the **Action** box, click **(add conditions)** to set the rule conditions.

![Add Conditions](https://static-data.chakrahq.com/assets/images/whatsapp/oct-29-2025/5_Lifecycle_Rule_Conditions_Start.png)

- Add conditions based on lead attributes or other fields. Examples include:
- **Lead State has changed** && **State has changed to NEW**
- **Date of Birth Field has Value** && **Date of Birth = (now + 0d)**
- Click **Done** to save the conditions.

![Add Rules](https://static-data.chakrahq.com/assets/images/whatsapp/oct-29-2025/6_Lifecycle_Rule_Conditions.png)

### 6. Configure Action Rules

- Click the **Action Edit** option to define the action.

![Edit Action Node](https://static-data.chakrahq.com/assets/images/whatsapp/oct-29-2025/5_Lifecycle_Rule_Conditions_Start.png)

- From the dropdown, select an action type. Common options include:
- **Add to Campaign**
- **Remove from Campaign**

![Choose Action Type: Add to Campaign](https://static-data.chakrahq.com/assets/images/whatsapp/oct-29-2025/7_Lifecycle_Rule_Actions.png)

- **Send a Message**

![Action Type: Send a Message](https://static-data.chakrahq.com/assets/images/whatsapp/oct-29-2025/8_Lifecycle_Rule_Actions_2.png)

- Complete the action configuration (e.g., specify the campaign for the lead to be added to).

![Action: Add the Campaign ](https://static-data.chakrahq.com/assets/images/whatsapp/oct-29-2025/9_Lifecycle_Rule_Actions_3.png)

### 7. Activate the Rule

- Set the Lifecycle Rule status to **ACTIVE**.
- Click **Save** to finalize the configuration.

![Make Lifecycle Rule as Active](https://static-data.chakrahq.com/assets/images/whatsapp/oct-29-2025/90_Lifecycle_Rule_Active.png)

## Campaign Automation is Set Up

Your Lifecycle Automation Rule is now configured and active. The system will apply the rule based on the specified trigger, conditions, and actions.

![Lifecyle Rule Setup Complete](https://static-data.chakrahq.com/assets/images/whatsapp/oct-29-2025/91_Lifecycle_Rules_Final1.png)

## Notes

- Ensure all conditions and actions are thoroughly tested to avoid unintended automation.
- For further assistance, create a [ticket](https://app.chakrahq.com/internal-tickets)

---

URL: https://chakrahq.com/help/chat/reports-and-analytics/how-to-add-dashboard-level-filters.md.md

# 📅 Add Dashboard-Level Filters in Chakra

Dashboard filters help you slice and dice your data across all visualizations in one go—especially useful for filtering by **time range** or **user**.

> This guide assumes you've already created a dashboard. If not, follow the steps in the [Create A Chart Dashboard](/chat/reports-and-analytics/how-to-create-a-chart-dashboard) tutorial.

---

## 🎯 Use Case: Filter Visualizations by Time Range

Follow the steps below to configure a **timestamp-based filter** on your dashboard:

---

### 🧱 Step 1: Prepare Your Visualization

1. Open your existing **dashboard**
2. Click the **Gear (⚙️)** icon in the top-right corner to open the dashboard editor
3. For each visualization you want to filter:

- Click the **menu** (top-right corner of the visualization)
- Select **Edit** to open the visualization editor
- In the editor, **add a new filter**
- Set:
    - **Field**: `Timestamp`
    - **Operator**: `In Date Range`
    - **Value**: *(leave this empty)*
- Click **`Save`**

---

### 🎛️ Step 2: Create the Dashboard Filter

1. Back in the **dashboard editor**, click **`Add Filter`** at the top
2. Fill the fields as follows:

- **Label**: `Timestamp`
- **Source**: `Chat Facts`
- **Member**: `Timestamp`

3. Click **`Save`**

---

### 🔗 Step 3: Link Dashboard Filter to Visualizations

1. Hover over the **top section of each visualization**
2. Click the **link icon** to open the filter mapping modal
3. For the `Timestamp` entry:

- Select `Timestamp` from the **Dashboard Filter** dropdown

4. Click **`Update`**
5. Repeat for all visualizations you want filtered
6. Click **`Save`** on the dashboard

![how-to-add%20dashboard-level-filters.gif](https://static-data.chakrahq.com/documentation-assets/whatsapp/reports-and-analytics/how-to-add%20dashboard-level-filters.gif)

---

## ✅ You're Done!

Your dashboard now supports a **global time range filter**. Just adjust it from the top bar and all linked visualizations will update instantly.

This makes it super easy to analyze trends over different time periods with just a few clicks.

---

URL: https://chakrahq.com/help/chat/api-webhook-integration/all-available-apis.md.md

###  API List

### **Getting Started**

| API | URL |
| API Keys | [https://apidocs.chakrahq.com/doc-733153](https://apidocs.chakrahq.com/doc-733153) |
| Response Format | [https://apidocs.chakrahq.com/doc-738798](https://apidocs.chakrahq.com/doc-738798) |
| Inbound Events Webhook | [https://apidocs.chakrahq.com/doc-919167](https://apidocs.chakrahq.com/doc-919167) |
| How to figure out pluginId and whatsappPhoneNumberId | [https://apidocs.chakrahq.com/doc-1395014](https://apidocs.chakrahq.com/doc-1395014) |
| API Rate Limits | [https://apidocs.chakrahq.com/doc-2131138](https://apidocs.chakrahq.com/doc-2131138) |
| Chara Chat SDK | [https://apidocs.chakrahq.com/doc-2229105](https://apidocs.chakrahq.com/doc-2229105) |

**Send Template Messages**

| API | URL |
| Send Whatsapp Template Message For Process | [https://apidocs.chakrahq.com/api-11312599](https://apidocs.chakrahq.com/api-11312599) |
| Send Whatsapp Template Message For A Phone Number | [https://apidocs.chakrahq.com/api-11312774](https://apidocs.chakrahq.com/api-11312774) |
| Send Template Message (Meta API Format) | [https://apidocs.chakrahq.com/api-26944128](https://apidocs.chakrahq.com/api-26944128) |

### **Send Session Messages**

| API | URL |
| WhatsApp Messages API (pass-through) | [https://apidocs.chakrahq.com/api-11313675](https://apidocs.chakrahq.com/api-11313675) |
| Send WhatsApp session message (pass-through) | [https://apidocs.chakrahq.com/api-22547477](https://apidocs.chakrahq.com/api-22547477) |

### **Message Templates – Create & Manage**

| API | URL |
| Create WhatsApp Message Template (pass-through) | [https://apidocs.chakrahq.com/api-17615301](https://apidocs.chakrahq.com/api-17615301) |
| List WhatsApp Message Templates (pass-through) | [https://apidocs.chakrahq.com/api-17615391](https://apidocs.chakrahq.com/api-17615391) |
| Update WhatsApp Message Template (pass-through) | [https://apidocs.chakrahq.com/api-17615603](https://apidocs.chakrahq.com/api-17615603) |

### **Media – Upload & Manage**

| API | URL |
| Upload Public Media | [https://apidocs.chakrahq.com/api-11313630](https://apidocs.chakrahq.com/api-11313630) |
| Show Whatsapp Media API | [https://apidocs.chakrahq.com/api-20534488](https://apidocs.chakrahq.com/api-20534488) |
| Fetch Whatsapp Media API | [https://apidocs.chakrahq.com/api-20534427](https://apidocs.chakrahq.com/api-20534427) |
| Show Whatsapp Media Attachments API | [https://apidocs.chakrahq.com/api-20534563](https://apidocs.chakrahq.com/api-20534563) |

### **Flows – Create & Manage**

| API | URL |
| Set Business Public Key | [https://apidocs.chakrahq.com/api-26919938](https://apidocs.chakrahq.com/api-26919938) |
| Get Business Public Key | [https://apidocs.chakrahq.com/api-26920714](https://apidocs.chakrahq.com/api-26920714) |

### **Groups – Create & Manage**

| API | URL |
| Create Group | [https://apidocs.chakrahq.com/api-37106149](https://apidocs.chakrahq.com/api-37106149) |
| List Groups | [https://apidocs.chakrahq.com/api-37106264](https://apidocs.chakrahq.com/api-37106264) |
| Get group info | [https://apidocs.chakrahq.com/api-37106274](https://apidocs.chakrahq.com/api-37106274) |
| Update Group Settings | [https://apidocs.chakrahq.com/api-37106281](https://apidocs.chakrahq.com/api-37106281) |
| Delete Group | [https://apidocs.chakrahq.com/api-37112423](https://apidocs.chakrahq.com/api-37112423) |
| Get Group Invite Link | [https://apidocs.chakrahq.com/api-37112518](https://apidocs.chakrahq.com/api-37112518) |
| Reset Group Invite Link | [https://apidocs.chakrahq.com/api-37112717](https://apidocs.chakrahq.com/api-37112717) |
| Get Group Join Requests | [https://apidocs.chakrahq.com/api-37117184](https://apidocs.chakrahq.com/api-37117184) |
| Approve Group Join Request | [https://apidocs.chakrahq.com/api-37117451](https://apidocs.chakrahq.com/api-37117451) |
| Reject Group Join Request | [https://apidocs.chakrahq.com/api-37118089](https://apidocs.chakrahq.com/api-37118089) |
| Remove Group Participants | [https://apidocs.chakrahq.com/api-37118138](https://apidocs.chakrahq.com/api-37118138) |

### **Leads – Create & Manage**

| API | URL |
| Create a lead | [https://apidocs.chakrahq.com/api-21235605](https://apidocs.chakrahq.com/api-21235605) |
| Update Lead By Phone Number | [https://apidocs.chakrahq.com/api-34368820](https://apidocs.chakrahq.com/api-34368820) |

### **Chat & Chat Messages**

| API | URL |
| List chats | [https://apidocs.chakrahq.com/api-23827369](https://apidocs.chakrahq.com/api-23827369) |
| List chat messages for a chat | [https://apidocs.chakrahq.com/api-23827415](https://apidocs.chakrahq.com/api-23827415) |
| List previous messages for a phone number | [https://apidocs.chakrahq.com/api-22749108](https://apidocs.chakrahq.com/api-22749108) |

### **Campaigns – Manage**

| API | URL |
| Add a phone number to a lead campaign | [https://apidocs.chakrahq.com/api-27595176](https://apidocs.chakrahq.com/api-27595176) |
| Remove phone number from a lead campaign | [https://apidocs.chakrahq.com/api-33804221](https://apidocs.chakrahq.com/api-33804221) |

### **Calling**

| API | URL |
| Get phone number calling settings | [https://apidocs.chakrahq.com/api-39108030](https://apidocs.chakrahq.com/api-39108030) |
| Configure or update calling settings | [https://apidocs.chakrahq.com/api-39108031](https://apidocs.chakrahq.com/api-39108031) |
| Get call permission state | [https://apidocs.chakrahq.com/api-39108032](https://apidocs.chakrahq.com/api-39108032) |
| Manage a call | [https://apidocs.chakrahq.com/api-39108033](https://apidocs.chakrahq.com/api-39108033) |

### **Partner Access**

| API | URL |
| Create Connect Token | [https://apidocs.chakrahq.com/api-28220708](https://apidocs.chakrahq.com/api-28220708) |
| Update WhatsApp plugin configuration | [https://apidocs.chakrahq.com/api-33925592](https://apidocs.chakrahq.com/api-33925592) |
| Fetch WhatsApp plugin configuration | [https://apidocs.chakrahq.com/api-34338973](https://apidocs.chakrahq.com/api-34338973) |
| Deregister a WhatsApp business phone number | [https://apidocs.chakrahq.com/api-39757492](https://apidocs.chakrahq.com/api-39757492) |
| Disconnect WABA Account | [https://apidocs.chakrahq.com/api-35066422](https://apidocs.chakrahq.com/api-35066422) |

### **Platform** 

| API | URL |
| Fetch Process By Id | [https://apidocs.chakrahq.com/api-11375429](https://apidocs.chakrahq.com/api-11375429) |
| List Processes | [https://apidocs.chakrahq.com/api-11375466](https://apidocs.chakrahq.com/api-11375466) |
| Create Process | [https://apidocs.chakrahq.com/api-11530135](https://apidocs.chakrahq.com/api-11530135) |
| Update Process | [https://apidocs.chakrahq.com/api-11530500](https://apidocs.chakrahq.com/api-11530500) |
| Update Process By Primary Key | [https://apidocs.chakrahq.com/api-11530504](https://apidocs.chakrahq.com/api-11530504) |
| Delete Process | [https://apidocs.chakrahq.com/api-11530634](https://apidocs.chakrahq.com/api-11530634) |
| Delete Process By Primary Key Value | [https://apidocs.chakrahq.com/api-11530665](https://apidocs.chakrahq.com/api-11530665) |
| Bulk Create Process API | [https://apidocs.chakrahq.com/api-11531004](https://apidocs.chakrahq.com/api-11531004) |
| Bulk Update Process API | [https://apidocs.chakrahq.com/api-11531082](https://apidocs.chakrahq.com/api-11531082) |
| Create Task API | [https://apidocs.chakrahq.com/api-11531119](https://apidocs.chakrahq.com/api-11531119) |
| List Users API | [https://apidocs.chakrahq.com/api-11531149](https://apidocs.chakrahq.com/api-11531149) |
| List Users API (V2) | [https://apidocs.chakrahq.com/api-11531150](https://apidocs.chakrahq.com/api-11531150) |
| Fetch User API | [https://apidocs.chakrahq.com/api-11531158](https://apidocs.chakrahq.com/api-11531158) |
| Fetch User API (V2) | [https://apidocs.chakrahq.com/api-11531166](https://apidocs.chakrahq.com/api-11531166) |
| Update User API | [https://apidocs.chakrahq.com/api-11531186](https://apidocs.chakrahq.com/api-11531186) |
| Fetch Photo API | [https://apidocs.chakrahq.com/api-11531249](https://apidocs.chakrahq.com/api-11531249) |
| Upload Photo API | [https://apidocs.chakrahq.com/api-11531275](https://apidocs.chakrahq.com/api-11531275) |
| Upload Photo API With Id | [https://apidocs.chakrahq.com/api-11531276](https://apidocs.chakrahq.com/api-11531276) |
| Fetch Background Job | [https://apidocs.chakrahq.com/api-11531337](https://apidocs.chakrahq.com/api-11531337) |
| Fetch Background Job Entries API | [https://apidocs.chakrahq.com/api-11531427](https://apidocs.chakrahq.com/api-11531427) |
| Fetch Config | [https://apidocs.chakrahq.com/api-11531312](https://apidocs.chakrahq.com/api-11531312) |

---

URL: https://chakrahq.com/help/chat/getting-started.md.md

## 🚀 Getting Started with Chakra Chat

**Chakra Chat** is your all-in-one platform for managing WhatsApp Business communications at scale. Whether you're driving marketing campaigns, closing sales, or offering customer support, Chakra Chat gives you the tools to do it all — smarter and faster.

With a 🔌 powerful API, 🤖 intelligent automation, 👥 collaborative team inbox, 💳 built-in payments, and 📊 real-time analytics, Chakra Chat brings everything together to help your team stay connected and your customers satisfied.

<DocCardList />

---

URL: https://chakrahq.com/help/chat/faqs/coexistence-faqs/troubleshooting-issue-business-sharing-account-partner.md.md

# Troubleshooting Guide: "Business is already sharing this WhatsApp Business account with a partner"

**Applies to:** WhatsApp Coexistence / Embedded Signup setup in Chakra Chat

## Error message

> Business is already sharing this WhatsApp Business account with a partner. Switching partners is not supported in this flow. Disconnect the current partner in the WhatsApp Business app, then return here to connect a new partner.

## What this means

This number is currently linked to WhatsApp's Cloud API through a **different partner** (a previous BSP, CRM, or agency setup). Meta only allows one active partner per WhatsApp Business Account (WABA) at a time, so the old connection has to be released before Chakra Chat can connect via embedded signup.

Work through the steps below in order — most cases are resolved by Step 2.

---

### Step 1: Identify the connected partner/BSP

Find out who set up WhatsApp API for this number before — a previous BSP, CRM, or agency. Ask them to:

- Manually disconnect any partner linkage on their end, **and**
- Remove the associated line of credit tied to the number

This matters because a leftover line of credit can keep the number "locked" even after the partner connection itself looks removed.

### Step 2: Disconnect the current partner directly in the WhatsApp Business App

1. Open the **WhatsApp Business App** on the phone tied to the number
2. Go to **Settings → Account → Business Platform**
3. Tap **Disconnect Account**

This is the official, supported way to release the number from its current Cloud API partner. It does **not** delete chat history or the number itself — it only removes the API-side link.

### Step 3: Allow a short propagation delay

Disconnecting can take a short while to fully clear from Meta's systems before the number is free to be claimed by Chakra. If the next step fails immediately, **wait 30–60 minutes** and retry.

### Step 4: If Disconnect isn't available — remove the partner from Meta Business Manager

If **Disconnect Account** isn't visible, or the customer doesn't have admin access to the app on the phone that originally connected it (e.g. an agency set it up and no longer has access), the release has to happen from Meta Business Manager instead:

1. Go to **Business Settings → Accounts → WhatsApp Accounts**
2. Select the relevant **WABA**
3. Open **Partners**
4. Remove/revoke the old partner's access

Note: this requires being an admin of the Meta Business Portfolio that owns the WABA.

### Step 5: Retry the Chakra Chat embedded signup

Go back into **Chakra Chat's WhatsApp Setup** and start the connection again with the same number. With the old partner link cleared, it should connect fresh instead of throwing the "already sharing... with a partner" error.

📖 CoEx connection guide in Chakra: [chakrahq.com/help/chat/getting-started/connect-whatsapp-number#connect-whatsapp-coexistence](https://chakrahq.com/help/chat/getting-started/connect-whatsapp-number#connect-whatsapp-coexistence)

### Step 6: Reset the account if nothing else works ⭐ *(Best and verified solution)*

If Steps 1–5 don't resolve it, the most likely cause is a **ghost line-of-credit linkage** left over from the previous partner connection. Resetting the WhatsApp Business App clears these residual Coexistence links and allows a clean reconnect.

> ⚠️ **Carries some risk to local chat data on the phone — proceed carefully and confirm the customer has a backup before resetting.**

📖 Meta documentation on switching partners and removing a previous line of credit: [developers.facebook.com/documentation/business-messaging/whatsapp/solution-providers/support/business-customer-support#switch-partners-and-remove-previous-line-of-credit](https://developers.facebook.com/documentation/business-messaging/whatsapp/solution-providers/support/business-customer-support#switch-partners-and-remove-previous-line-of-credit)

📖 Reset WhatsApp Business App guide: [chakrahq.com/help/learning-centre/whatsapp-business/reset-whatsapp-business-app](https://chakrahq.com/help/learning-centre/whatsapp-business/reset-whatsapp-business-app)

---

## Quick reference

| Step | Action | When to use |
| --- | --- | --- |
| 1 | Ask previous BSP to disconnect + remove credit line | Always start here if a prior BSP is known |
| 2 | Disconnect Account in WhatsApp Business App | First self-serve attempt |
| 3 | Wait 30–60 minutes | If Step 5 fails right after Step 2 |
| 4 | Remove partner via Meta Business Manager | If Disconnect Account isn't visible/accessible |
| 5 | Retry Chakra Chat embedded signup | After any successful disconnect |
| 6 | Reset WhatsApp Business App | If nothing above resolves it — verified fix for ghost linkage |

---

URL: https://chakrahq.com/help/chat/faqs/whatsapp-api-error-code-troubleshooting/whatsapp-api-template-errors.md.md

Template errors occur during template **creation, approval, or when sending a template message**. They cover a wide range of issues including formatting violations, parameter mismatches, quality-related pauses, and policy violations in template content. WhatsApp templates must be approved by Meta before they can be used. Template-related errors can occur during the submission/creation phase or at send time when the API validates the parameters against the approved template.

---

## **Error 2388040 - Character Limit Hit**

**Character Limit Exceeded in Template Field**

**ERROR CODE**

2388040

**ERROR SUMMARY**

Character Limit Exceeded in Template Field

**ERROR DESCRIPTION**

A field within the template (header, body, footer, or button) has exceeded its maximum allowed character count. WhatsApp enforces strict character limits on each component of a template to ensure messages are displayed correctly across all devices.

This is a template creation error — it occurs when submitting or editing a template, not at send time.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Review the error 'details' field to identify which specific template component is over the limit.

2. Common character limits: Body — 1,024 characters; Header text — 60 characters; Footer — 60 characters; Button text — 25 characters per button.

3. Rewrite the affected component to fit within the limit. Use variables ({{1}}, {{2}}) to keep templates concise while allowing dynamic content at send time.

4. Resubmit the template after making corrections.

**OTHER NOTES**

Character counts in WhatsApp include spaces and punctuation. Multi-byte characters (e.g., emoji or certain language scripts) may count as more than one character.

In Chakra Chat's Template Builder, character count indicators are shown in real-time for each component to help prevent this error before submission.

---

## **Error 2388047 - Header Format**

**Message Header Format Is Incorrect**

**ERROR CODE**

2388047

**ERROR SUMMARY**

Message Header Format Is Incorrect

**ERROR DESCRIPTION**

The header component of the template contains invalid formatting. This can include using unsupported formatting characters, incorrect variable placement, or mixing text and media in ways that are not permitted.

Template creation error.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Review the error 'details' for specifics on what is malformed.

2. Header text supports only a single variable ({{1}}) if variables are used. Variables cannot appear at the very start or end of a header.

3. Do not use markdown-style formatting (bold, italic) in the header — it is not supported.

4. Media headers (image, video, document) cannot also contain text. Choose one type.

5. Correct the header formatting and resubmit the template.

**OTHER NOTES**

WhatsApp template headers have stricter formatting rules than bodies. When in doubt, use a plain text header without variables for the simplest approval path.

---

## **Error 2388072 - Body Format**

**Message Body Format Is Incorrect**

**ERROR CODE**

2388072

**ERROR SUMMARY**

Message Body Format Is Incorrect

**ERROR DESCRIPTION**

The body component of the template contains invalid formatting. Common causes include unsupported HTML tags, incorrect variable syntax, mismatched curly braces, or use of disallowed special characters.

Template creation error.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Variables must be in the format {{1}}, {{2}}, etc., and must be sequentially numbered starting from 1.

2. WhatsApp body text supports limited formatting: \*bold\*, \_italic\_, \~strikethrough\~, \`\`\`monospace\`\`\`. Other HTML or markdown syntax is not supported.

3. Ensure all opening braces have matching closing braces. A variable like {1} or {{1} (incomplete) will cause this error.

4. Avoid leading or trailing variable placement — variables cannot be the first or last character in the body text (see Error 2388299).

**OTHER NOTES**

The body can contain up to 1,024 characters and up to 10 variable parameters. Review these limits during template design.

Special characters like &, <, > do not need to be escaped in template bodies — use them as plain text.

---

## **Error 2388073 - Footer Format**

**Message Footer Format Is Incorrect**

**ERROR CODE**

2388073

**ERROR SUMMARY**

Message Footer Format Is Incorrect

**ERROR DESCRIPTION**

The footer component of the template is malformed. WhatsApp footers support only plain text — no variables, no formatting markup, and no links.

Template creation error.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Remove any variables ({{1}}) from the footer — they are not supported.

2. Remove any formatting markup (bold, italic, etc.) — not supported in footers.

3. Ensure the footer text is 60 characters or fewer.

4. Use the footer only for supplemental static text such as 'Reply STOP to opt out' or your business name.

**OTHER NOTES**

Footers appear in a muted, smaller font below the main message body. Keep footer content brief and informational.

---

## **Error 2388293 - Ratio Limit**

**Parameters-to-Words Ratio Exceeds Limit**

**ERROR CODE**

2388293

**ERROR SUMMARY**

Parameters-to-Words Ratio Exceeds Limit

**ERROR DESCRIPTION**

The template has too many variable parameters relative to the length of the surrounding static text. Meta enforces this ratio to prevent templates that are essentially blank containers filled entirely with dynamic variables, which could be used to send arbitrary content without review.

Template creation error.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Increase the amount of static (non-variable) text in the template body to achieve a better ratio.

2. Reduce the number of variables used where possible. Combine information that doesn't need to be dynamic into static text.

3. A general guideline: aim for at least 2–3 words of static text per variable to maintain a healthy ratio.

**OTHER NOTES**

This policy exists to prevent template abuse — where businesses create templates that can be used to send any arbitrary message. Having meaningful static text ensures the template's purpose is clear during Meta's review.

---

## **Error 2388299 - Parameter Order**

**Leading or Trailing Parameters Not Allowed**

**ERROR CODE**

2388299

**ERROR SUMMARY**

Leading or Trailing Parameters Not Allowed

**ERROR DESCRIPTION**

A variable parameter is placed at the very beginning or very end of the template body or header text. WhatsApp requires that variables be surrounded by static text on at least one side.

Template creation error.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Add static text before a variable that appears at the start of the body. For example, change '{{1}}, thank you for your order' to 'Hello {{1}}, thank you for your order'.

2. Add static text after a variable that appears at the end of the body. For example, change 'Your order is {{1}}' to 'Your order ID is {{1}}.'

3. Ensure headers that use variables also have surrounding static text.

**OTHER NOTES**

This is a Meta policy to ensure templates cannot be used as blank slates. All templates must have meaningful, reviewable static content.

---

## **Error 2388019 - Template Limit Hit**

**Message Template Limit Exceeded**

**ERROR CODE**

2388019

**ERROR SUMMARY**

Message Template Limit Exceeded

**ERROR DESCRIPTION**

The WhatsApp Business Account has reached the maximum number of message templates allowed. By default, a WABA can hold up to 250 approved or pending templates.

This is a template management error, not a send-time error.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Review your existing templates in WhatsApp Manager and identify templates that are no longer in use.

2. Delete unused, rejected, or obsolete templates to free up capacity.

3. Note that once a template is deleted, it cannot be recovered. Ensure you have no pending campaigns using the template before deleting.

4. Meta may increase template limits for high-tier accounts — contact Meta Support if you have a legitimate need for more than 250 templates.

**OTHER NOTES**

The 250-template limit applies across all statuses: Approved, Pending, Rejected, and Paused. Rejected and paused templates count against your limit.

In Chakra Chat, you can manage and delete templates from the Templates section of the dashboard.

---

## **Error 132000 - Parameter Mismatch**

**Template Parameter Count Mismatch**

**ERROR CODE**

132000

**ERROR SUMMARY**

Template Parameter Count Mismatch

**ERROR DESCRIPTION**

The number of variable values provided in the API request does not match the number of variable placeholders defined in the approved template. For example, if a template body contains {{1}}, {{2}}, {{3}}, but the API request only provides values for {{1}} and {{2}}, this error will be returned.

Send-time error — HTTP 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Review the approved template definition and count all variables ({{1}}, {{2}}, etc.) across the header, body, and buttons.

2. Ensure the API request's 'components' array provides a 'parameters' value for every variable in every component.

3. Check for off-by-one errors — variables must be numbered starting from 1, not 0.

4. Test the template in the Chakra Chat Template Preview tool before deploying in a campaign.

**OTHER NOTES**

This is one of the most common send-time template errors. Always validate parameter counts programmatically in your integration layer before sending.

---

## **Error 132001 - Not Approved/Exist**

**Template Does Not Exist or Is Not Approved**

**ERROR CODE**

132001

**ERROR SUMMARY**

Template Does Not Exist or Is Not Approved

**ERROR DESCRIPTION**

The template specified in the API request either does not exist in the WABA, or exists but has not been approved in the language locale specified. Template names and language codes are case-sensitive.

Send-time error — HTTP 404 Not Found.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Verify the exact template name and language locale code in WhatsApp Manager. Both must match exactly, including case.

2. Check the template's approval status. The template must be in 'Approved' status to be used in messages.

3. If the template is in 'Pending' status, wait for Meta's review (typically 24–48 hours for standard templates, longer during high-volume periods).

4. For multi-language templates, ensure the specific language variant you are requesting has been submitted and approved.

**OTHER NOTES**

Language codes follow the BCP-47 standard (e.g., 'en\_US' for US English, 'hi' for Hindi). Using the wrong format will result in this error.

Chakra Chat's Template Manager displays the approval status of all templates. Ensure the status shows 'Active/Approved' before using in campaigns.

---

## **Error 132005 -  Text Long**

**Template Hydrated Text Too Long**

**ERROR CODE**

132005

**ERROR SUMMARY**

Template Hydrated Text Too Long

**ERROR DESCRIPTION**

After substituting all variable parameters with their actual values, the total length of the rendered message exceeds WhatsApp's limits. While the template itself passed validation at creation time, the actual values injected at send time make the final message too long.

Send-time error — HTTP 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Review the variable values being passed and check their character lengths.

2. Implement server-side validation in your API integration to calculate the final rendered message length before sending.

3. Truncate long variable values to stay within limits (e.g., truncate order descriptions to 50 characters).

4. If this error occurs frequently, consider redesigning the template to use shorter static text, giving more room for variable values.

**OTHER NOTES**

The WhatsApp body supports up to 1,024 characters in the rendered (hydrated) state. Design templates with realistic worst-case variable lengths in mind.

---

## **Error 132007 - Format Policy**

**Template Format Character Policy Violated**

**ERROR CODE**

132007

**ERROR SUMMARY**

Template Format Character Policy Violated

**ERROR DESCRIPTION**

The template content violates a WhatsApp formatting or content policy. This can occur both at template creation time and during a policy re-review. Violations can include prohibited content categories, use of competitor brand names, misleading formatting, or violations of WhatsApp's commerce policy.

Template creation or policy-enforcement error.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Review the Template Review documentation at [https://developers.facebook.com/documentation/business-messaging/whatsapp/templates/template-review](https://developers.facebook.com/documentation/business-messaging/whatsapp/templates/template-review) for detailed policy guidelines.

2. Remove any content that mentions competing messaging services, misleading claims, or prohibited business categories.

3. Ensure any promotional content complies with the applicable laws and WhatsApp's commerce policies.

4. Revise and resubmit the template.

**OTHER NOTES**

Templates are reviewed by Meta's automated systems and human reviewers. Even previously approved templates can be flagged during periodic re-reviews if policy guidelines change.

---

## **Error 132012 - Format Mismatch**

**Template Parameter Format Mismatch**

**ERROR CODE**

132012

**ERROR SUMMARY**

Template Parameter Format Mismatch

**ERROR DESCRIPTION**

The format of one or more parameter values in the API request does not match the format specified in the approved template. For example, a template may specify a currency parameter with a specific format, but the value provided does not conform to that format.

Send-time error — HTTP 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Review the template definition to confirm the expected type and format for each parameter (text, currency, date\_time, etc.).

2. Ensure currency parameters include the required 'currency\_code', 'amount\_1000', and 'fallback\_value' fields.

3. For date\_time parameters, ensure the value includes a properly structured 'date\_time' object with 'fallback\_value'.

4. Review the Templates documentation at [https://developers.facebook.com/documentation/business-messaging/whatsapp/templates/overview#parameter-formats](https://developers.facebook.com/documentation/business-messaging/whatsapp/templates/overview#parameter-formats) for the exact format requirements per parameter type.

**OTHER NOTES**

This error is distinct from 132000 (count mismatch) — here the count is correct but the format of the value is wrong.

---

## **Error 132015 - Paused Low Quality**

**Template Is Paused Due to Low Quality**

**ERROR CODE**

132015

**ERROR SUMMARY**

Template Is Paused Due to Low Quality

**ERROR DESCRIPTION**

The template has been temporarily paused by Meta because it received a low quality rating. This happens when an unusually high number of recipients block the message, mark it as spam, or report it. While paused, the template cannot be used to send messages.

Send-time error — HTTP 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Check the template's quality rating in WhatsApp Manager and review the reasons for the pause.

2. Edit the template to improve its relevance and value to recipients. Consider the tone, content, and targeting strategy.

3. After editing, resubmit the template for review. Once approved again, the template will be available to send.

4. Review your audience segmentation — a template paused due to quality often indicates it is being sent to users who have not actively opted in or do not find the content relevant.

**OTHER NOTES**

A template can be paused multiple times. After repeated pauses, it may be permanently disabled (see Error 132016).

---

## **Error 132016 - Template Disabled**

**Template Is Disabled - Permanently Disabled Due to Low Quality**

**ERROR CODE**

132016

**ERROR SUMMARY**

Template Is Disabled — Permanently Disabled Due to Low Quality

**ERROR DESCRIPTION**

The template has been permanently disabled by Meta because it was paused too many times due to consistently low quality ratings. Unlike a paused template, a disabled template cannot be re-enabled or edited.

Send-time error — HTTP 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Create a new template with substantially revised content. You cannot reuse the same content that led to the disabling.

2. Before launching the new template, conduct a thorough audit of your targeting and opt-in strategy.

3. A/B test the new template with a small, highly engaged audience before broader deployment.

4. Set up quality monitoring in Chakra Chat to get alerted when templates approach low-quality thresholds.

**OTHER NOTES**

A disabled template name is effectively retired — even if you try to create a new template with the same name, it will be associated with the disabled history. Use a new, distinct template name.

---

## **Error 132068 - Flow Blocked**

**Flow Is Blocked**

**ERROR CODE**

132068

**ERROR SUMMARY**

Flow Is Blocked

**ERROR DESCRIPTION**

A WhatsApp Flow referenced in the template message is in a blocked state and cannot be used. Flows may be blocked due to content policy violations, technical issues, or manual intervention by Meta.

Send-time error — HTTP 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Open the Flows section in the Meta Business Suite or via the Flows API to identify why the flow is blocked.

2. Correct the issue with the flow — this may involve updating flow screens, fixing validation errors, or resolving policy violations.

3. Publish the corrected flow and verify its status is 'Published' and not 'Blocked' before attempting to send.

**OTHER NOTES**

WhatsApp Flows is an interactive message format. Blocked flows need to be fixed at the flow level, not the template level.

---

## **Error 132069 - Flow Throttled**

**Flow is Throttled**

**ERROR CODE**

132069

**ERROR SUMMARY**

Flow Is Throttled

**ERROR DESCRIPTION**

The WhatsApp Flow referenced in the message is in a throttled state. A throttled flow has a temporary send limit of 10 messages per hour. This is typically triggered when a flow is newly published or has been recently modified and Meta is evaluating its quality.

Send-time error — HTTP 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Wait for the throttle period to lift. Throttling is typically temporary and resolves on its own.

2. Review the flow for any issues that might be causing Meta to throttle it — unexpected error rates, user drop-offs, etc.

3. If the flow is being throttled persistently, investigate and correct the underlying flow design.

**OTHER NOTES**

Flow throttling is a protective mechanism. Building high-quality, user-friendly flows that do not generate errors will help avoid persistent throttling.

---

URL: https://chakrahq.com/help/chat/getting-started/create-chakra-account-login.md.md

## Sign Up for Chakra Chat 

Go to 👉 [Chakra Chat Account Sign Up](https://app.chakrahq.com/user/signup/chakra-whatsapp)

![Signup in Chakra Chat](https://assets.pages.chakrahq.com/media/Chakra_Singup.png)

### 1. Sign up using Web Form

Complete the form with Name, Email, Phone, Company, etc to create an account in Chakra

### 
2. Signup using Gmail

Sign up with Google account

## Sign In to Your Account

Already have an account? Here’s how you can log in: Go to 👉 [Chara Chat Sign in](https://app.chakrahq.com/user/login)

![Login in Chakra Chat](https://assets.pages.chakrahq.com/media/Chakra_Login.png)

### 
Use Login credentials 

If you created your account using the form with an email & password, or later set a password manually: Enter your email/phone and password to sign in your Chakra Account.

### 
Use Google to Login 

Use Sign in with Google, add necesaary permission, continue to Chakra Chat.

## **📌 FAQs**

**Q: I signed up using my personal phone number, but want to use my business number. What should I do?**

--> When you sign up, your personal number is only used to create your Chakra account. You'll be able to link your business phone number during the WhatsApp API setup after logging in.

**Q: How do I change my timezone?**

--> To update your timezone, go to [Admin > Team Settings](https://help.chakrahq.com/chat/getting-started/team-level-settings#2-configure-timezone) in your Chakra dashboard. There, you can select the appropriate timezone for your account.

---

URL: https://chakrahq.com/help/chat/shared-chat-inbox/managing-chats/how-to-add-spaces.md.md

#### **📌 How to Create Spaces in Chakra**

Spaces in Chakra let you save filtered views of your chats so you can quickly access conversations that meet specific criteria (e.g., open chats, unassigned leads, etc.).

You can create spaces by steps below:

1. Navigate to the Chats tab from the left-hand sidebar of your Chakra dashboard.
2. Click the filter icon located near the top-right corner of the chat list. This will open a filter panel where you can define rules.
3. In the filter panel, click “Add Rule”. Choose a condition (e.g., status != CLOSED) based on what you want to filter Click “Apply” at the top right of the filter panel to view the filtered list.
4. At the bottom of the filter panel, click “Save As New Space”. Give your space a name (like “Active Chats”) and confirm.

Your new space will now appear in the 'Spaces' section in the chat list for easy future access.

**✅ Benefits of Using Spaces**

- Quickly switch between different chat views
- Save time filtering again and again
- Keep your team organized and focused

---

URL: https://chakrahq.com/help/chat/ai-and-automations/ai-setup/ai-model-settings.md.md

**Steps to configure OpenAI Model Setting in Chakra Chat**

#### Go to AI Settings

Click on Admin on the left-hand sidebar and then search for AI Settings. Click on AI Settings.

![Access_AI_Settings](https://assets.pages.chakrahq.com/media/Access_AI_Settings.png)

#### Ai Model Settings

Go to AI model settings tab

![AI_model_Settings](https://assets.pages.chakrahq.com/media/AI_model_Settings.png)

#### Create OpenAI Keys

- Use the [Click Here](https://platform.openai.com/api-keys) link to access the OpenAI keys

![OpenAI_Secret_Key](https://assets.pages.chakrahq.com/media/OpenAI_Secret_Key.png)

- Click on New Create Secret Key

![OpenAI_Create_Secret_Key](https://assets.pages.chakrahq.com/media/OpenAI_Create_Secret_Key.png)

- Copy the Secret Key

![OpenAI_Copy_Key](https://assets.pages.chakrahq.com/media/OpenAI_Copy_Key.png)

#### Add the Secret Key 

Add the copied OpenAI secret key in Chakra AI Model settings and click Save

![Save_OpenAI_key_Chakra](https://assets.pages.chakrahq.com/media/Save_OpenAI_key_Chakra.png)

---

URL: https://chakrahq.com/help/chat/broadcasts-and-bulk-messaging/create-broadcast-campaign.md.md

**Overview**

This guide provides step-by-step instructions for creating and launching a WhatsApp broadcast campaign using Chakra Chat. It covers audience selection, message template selection with personalization, and scheduling options. Users will also learn key compliance requirements, such as opt-in consent and template approval, to ensure successful message delivery.

## **Create Broadcast Campaign**

- Go to `Campaigns` Tab. Click `New Broadcast`

![New Broadcast](https://static-data.chakrahq.com/assets/images/whatsapp/aug-8-2025/Feature_Broadcast_Add_New-1.png)

### Step 1: Add OR Select Leads

Note: Ensure the lead has a phone number in the first column always.

#### **1a) Add Leads:**

- Upload CSV file

![Upload CSV file](https://static-data.chakrahq.com/assets/images/whatsapp/Feature-Broadcast/Feature-Broadcast-%20Upload%20Leads-1b.png)

- Manually Enter leads in the table OR Copy from a file and paste in the add lead table:

![Manual leads](https://static-data.chakrahq.com/assets/images/whatsapp/Feature-Broadcast/Feature-Broadcast-%20Add%20Leads-Table-1.png)

*(Optional): Apply Tags: By default, Chakra Chat assigns a timestamped tag (e.g., "Upload Jul-16th-1702"). Add custom tags as needed to save leads with these tags.*

#### **1b) Select Leads:**

- In the Select Lead section, go to Select Tags.
- Search for and apply existing tags as needed.
- Preview the selected leads and phone numbers in the Preview section.Click Next.

![Select Tags](https://static-data.chakrahq.com/assets/images/whatsapp/Feature-Broadcast/Feature-broadcast-%20Select%20Leads-Tag-3.png)

![Preview Tag Leads ](https://static-data.chakrahq.com/assets/images/whatsapp/Feature-Broadcast/Feature-broadcast-%20Select%20Leads-Tag-3b..png)

### Step 2: Select Template

#### 2a) Select a Template:

- Click the Select Template tab.
- Scroll or search for a template by name.
- Click Select to choose the desired template.

![Select a Template](https://static-data.chakrahq.com/assets/images/whatsapp/Feature-Broadcast/Feature-Broadcast-Select%20Tempalte-Search-5.png)

#### 2b) Create a Template:

- To create a new template, follow the template creation guide here (#).

![Create a Template](https://static-data.chakrahq.com/assets/images/whatsapp/Testing-Try-Features/Test-broadcast-2b.png)

### Step 3: Link Template Fields

- Map the template variable body variables and add media files:
- Media: Upload any required media files.
- Variable Mapping: Map template variables to the corresponding fields in your lead data.\\\\

![Link Template Fields](https://static-data.chakrahq.com/assets/images/whatsapp/Feature-Broadcast/Feature-Broadcast-Link%20Template%20Fields-5b.png)

### Step 4: Launch Campaign

- Click Launch to start the campaign instantly. 
- [Optional] Select WABA Number: If using multiple WhatsApp Business API (WABA) numbers.
- [Optional] Schedule the campaign.
- **Rate Limit** : how many messages to send every 5  Minutes

![launch_broadcast_campaign](https://assets.pages.chakrahq.com/media/launch_broadcast_campaign.png)

**The campaign has been successfully launched**

---

URL: https://chakrahq.com/help/chat/automation-settings/campaign-automations/send-automated-appointment-reminders-by-appointment-date.md.md

This guide explains how to set up automated appointment reminders for customers using the Campaigns feature. Follow these steps to capture appointment timestamp, create appointment reminder templates and configure the campaign

## Step 1: Add a Apppointment Time Attribute to Leads

1. Navigate to **Admin** > **Leads** in the Chakra dashboard.
2. Click **Add** and select **Standard Attribute**.

![Add lea attribute](https://static-data.chakrahq.com/assets/images/whatsapp/sep-03-2025/Lead_add_attribute.png)

1. Configure the attribute:

- Name it `Appointment Time` (or similar).
- Set the field type to `Date Time`.

2. Save the attribute.

![Attribute appointment time](https://static-data.chakrahq.com/assets/images/whatsapp/dec-17-2025/attribute-appointment-time.png)

## Step 2: Create leads with appointment time or update exising leads to have a specific appointment time

### Create leads

1. You can upload a csv file with reklevant lead details including a column for appointment time
2. Ensure to supply a well formatted datetime value like `2025-12-17 09:00:00`
3. Find more information about bulk uploading leads [in this article](/chat/getting-started/add-lead#bulk-upload-leads)

### Update leads

1. Visit the lead details page
2. In the left sidebar, locate the newly created attribute and click the edit icon
3. Select the specific time and click the "check" icon to save the selected time.

## Step 3: Create an appointment reminder template

- Go to **Message Templates** in the Chakra dashboard.
- Click **Create New Template** to design a appointment reminder template

![Add message body](https://static-data.chakrahq.com/assets/images/whatsapp/dec-17-2025/appointment_time_message_template.png)

- Customize the template with personalized fields, interactive buttons following standard [template guideline](https://help.chakrahq.com/chat/getting-started/guidelines-for-bulk-messaging) (e.g., customer name, offer details).
- Follow the [Chakra Message Template Creation Guide](https://help.chakrahq.com/chat/getting-started/create-a-message-template) for detailed instructions.
- Submit the template for WhatsApp approval.

## Step 4: Create an appointment reminder campaign

- Navigate to **Campaigns** in the Chakra dashboard. Click **Create New Campaign**

![Add Campaign](https://static-data.chakrahq.com/assets/images/whatsapp/aug-22-2025/Campaign_WF_Create_0.png)

- Follow the instructions in the help document to `Create a Campaign` ([https://help.chakrahq.com/chat/getting-started/create-workflow-campaign](https://help.chakrahq.com/chat/getting-started/create-workflow-campaign))
- Configure the campaign settings, including:
- The approved appointment reminder message template.
- Under the When section
    - Set the type to "Relative to an attribute value"
    - Choose "Before" under Before/After
    - Set 1 Hour as the before duration
    - Choose the Appointment Time attribute under "Of Attribtue Value"

![Appointment reminder step](https://static-data.chakrahq.com/assets/images/whatsapp/dec-17-2025/appointment_reminder_step_details.png)

## Step 5: Add an Automation Rule for the Campaign

To automatically send appontment reminder messages when a lead is updated with an appointment time, set up a lifecycle rule in Chakra.

- Go to **Admin** > **Leads** and select **Lifecycle Rules** from the left side panel.
- Choose **Post Updation** and click **Add** to create a new rule.

![Add Automation Rule](https://static-data.chakrahq.com/assets/images/whatsapp/sep-03-2025/Birthday_Automation_Added_List.png)

- In the **Lifecycle Rule Builder**:
- Add a **Trigger Condition** (e.g., `Date of Birth is today`).
- In **Take Action**, select **Send Campaign** and choose the Appointmente reminder campaign created in Step 4.

![Add message body](https://static-data.chakrahq.com/assets/images/whatsapp/dec-17-2025/appointment_reminder_lcr_event.png)

- Set the Active toggle from the top right to activ
- Then save the lifecycle rule

## Step 6: Test the Automation

- Add a test lead with an appointment set to today’s date.
- Verify that the appointment reminder message is sent automatically via WhatsApp.
- Monitor the campaign performance in the Chakra dashboard.

---

URL: https://chakrahq.com/help/chat/miscellaneous-features/chat-widgets/how-to-setup-website-chat-widget.md.md

# Add Chat Widget in Website

![Chakra_Live_Chat_Widget](https://assets.pages.chakrahq.com/media/Chakra_Live_Chat_Widget.png)


## Steps to Set Up Live Chat Widget

1. Go to [**Admin > Chat Settings > Chat Widget > Customize**](https://app.chakrahq.com/admin/chat-settings#chat-widget/widget-settings)
2. Under the `Customize` tab:
    1. Choose your **brand color**
    2. Set up **welcome messages**
    3. Optionally embed a **pre-chat form** to collect user info or intent before the chat begins
3. Use the **demo widget** button (bottom right corner) to preview your customizations
4. Once you're happy, go to the `Embed Code` tab
5. Copy the **embed snippet**
6. Paste it into the **bottom section** of your website or landing page (just before `</body>`)

![Configure_Chat_Live_Widget_Chakra](https://assets.pages.chakrahq.com/media/Configure_Chat_Live_Widget_Chakra.png)

✅ That’s it! When you reload your page, you’ll see the chat widget live!

---

## Send Custom Data with Chats

You can enrich your live chat with **custom structured data** (like user IDs, tracking codes, etc.).

1. First, create custom attributes if you haven’t already. [📚 Reference Guide](/chat/chat-settings/chat-attributes/how-to-configure-custom-attributes)
2. In the `Embed Code` tab, find the section:

   `Chat attributes for which data will be sent from the website:`

3. Select the attributes you want to **pre-fill**
4. Once selected, the embed code will update to include a `chatData` object
5. Replace `<value>` in the snippet with **dynamic or static values** as needed
6. Add this updated snippet to your landing page or website

🎯 When a chat starts, Chakra will **automatically capture and store** the configured custom data!

---

## Track Chat Widget Interactions

You can listen to various **widget lifecycle events** and track them in tools like Google Analytics, Mixpanel, etc.

### Steps to Setup Events:

1. Go to the `Embed Code` tab
2. Look for: **Widget events that you want to listen to**
3. Select the events you want to track. Available events:

    - `widget:load` 🟢 – When the chat button appears
    - `widget:open` 📂 – When a user opens the chat window
    - `widget:close` ❌ – When chat window is closed
    - `chat:start` 💬 – When a chat begins
    - `chat:end` 🛑 – When a chat is closed
    - `message:receive` 📥 – When your team sends a message
    - `message:send` 📤 – When the customer sends a message

4. Once you select the events you want to track, the embed script will automatically update to include **event listener hooks** for each selected event.
5. Copy this **updated embed script** and paste it into your website or landing page code. ⚠️ **Note:** The generated functions are just **placeholders** — they won’t track anything by default.
6. You’ll need to **add your own analytics logic/code** inside these handlers to send data to your analytics platform

---

URL: https://chakrahq.com/help/chat/reports-and-analytics/how-to-create-a-chart-dashboard.md.md

# 📊 How to create a chart dashboard?

This tutorial will guide you through setting up a **dashboard with a chart visualization** in Chakra.

---

## 🧱 Step 1: Create a Dashboard

1. Go to the [**Dashboards List**](https://app.chakrahq.com/chart-dashboards)
2. Click **`Add New Dashboard`** to create a new dashboard
3. You'll be redirected to the new dashboard's page
4. Rename the dashboard using the title bar in the top left
5. Click **`New Visualization`** to add a chart

---

## 📈 Step 2: Add a Visualization

1. A modal will appear with various **visualization templates**
2. Choose:\\ **Category**: `Chat`\ **Template**: `Avg FRT X User`
3. Click the **`Use`** button
4. The visualization will be added to your dashboard
5. Resize it by dragging the **lower-right corner**
6. Click **`Save`** (top right) to preserve your changes

---

## 🛠 Step 3: Modify a Visualization

Want to tweak the data or metrics behind a chart?

1. Click the **menu** in the top right corner of the visualization
2. Select **Edit** to open the visualization editor in a new page
3. View and modify the **query configuration**
4. Click **`Run`** to preview the updated results
5. Make any changes you need and **save** when done

![https://static-data.chakrahq.com/documentation-assets/whatsapp/reports-and-analytics/how-to-create-a-chart-dashboard.gif](https://static-data.chakrahq.com/documentation-assets/whatsapp/reports-and-analytics/how-to-create-a-chart-dashboard.gif)

---

And that's it! You’ve successfully created and customized your dashboard with a powerful visualization in Chakra.

---

URL: https://chakrahq.com/help/chat/api-webhook-integration/create-an-api-key.md.md

To be able to use Chakra APIs, first you need to create an API Key for your usecase from the [API Keys](https://app.chakrahq.com/admin/apikeys) section.

## Create An API Key

To create an API Key you need to provide the following information:

- Name - Name of the key. Please use a meaningful name. This makes management of keys easier.
- Description (optional) - Description for the api keys
- Access Role - Chose a `role` for the new API Key. the API Key will inherit and be limited by the privileges supplied by the assigned role. Ensure that publicly exposed apiKeys have the **least privileged** role needed to accomplish the task.

## Using the API Key

In the details view of an api key find the `Access Tokens` section. Copy the access token to use in your api calls.

The access token needs to be passed as a `Bearer` token as part of the `Authorization` header while making api calls.

Sample curl request below

```bash
curl --location --request POST 'https://api.chakrahq.com/v1/ext/plugin/whatsapp/d83e1d23-50b8-4d87-8f92-842a0ac516f6/phoneNumber/913399113344/send-template-message' \
--header 'Authorization: Bearer Nv6TD2sYSdTi2PFAwhUACt1wL8g0k1DMswbckKGwwaPrWSpnhE92u9x7GRkyckQMOgYC6a9yJE9ZFiWD9OiqQYoMS4zx12CcbIa9b69Vrwtfou7nUlc2BTPIRDkGOR3Ak6YvLV3MGjzytO6i8X82w30jQxdG18HXrw1gjlVLCg0r92yDhr6s4Hkxtl1iIibA6GHcXtjaqSnTjq7I7JOQRicMFdWGBBX59vsB8jU4pQwIqq1XxuPtXMNN7jtMnPA' \
--header 'Content-Type: application/json' \
--data-raw '{
	"whatsappPhoneNumberId": "775966265503012",
	"templateName": "christmas_promo_23",
	"mapping": [
		{
			"schemaPropertyName": "1",
			"schemaPropertyValue": "John"
		}
	],
  "imageUrl": "https://chakra-public-media.chakrahq.com/5fc9f8e3-af4a-4f29-bfd8-6c02e3abe3ee/2024-10-17/9b755981-74f7-4cde-b495-cd7039991964.png"
}'
```

## API Key Guidelines

- Always use separate api keys for separate usecases
- Only provide as much privilege (by the role that is assigned during creation) as is needed by your usecases
- Be careful when using API Keys in frontend side code. These keys should have the least privilege possible

---

URL: https://chakrahq.com/help/chat/shared-chat-inbox.md.md

Collaborate on live chats with shared chat inbox.

<DocCardList />

---

URL: https://chakrahq.com/help/chat/faqs/coexistence-faqs/coexistence-usage-errors-troubleshooting.md.md

# Unsupported Message Type Error in Coexistence

**Error codes: 131051, 131060, and others**

If you're using WhatsApp Coexistence to connect your WhatsApp Business App number to Chakra Chat, you may occasionally see a message in your inbox that says something like:

> "Unsupported message. View in WhatsApp Business App."

This is expected behavior in certain situations and is enforced by Meta, not a bug in Chakra. This guide explains why it happens, what the different error codes mean, and what you can do about it.

---

**What this error means**

An "unsupported message" placeholder appears in Chakra when a message sent or received on your Coexistence number can't be relayed to Chakra through Meta's webhook system. The message still exists — it's just not visible in Chakra, because Meta never sent Chakra the data needed to display it.

This is a **Meta/WhatsApp Cloud API limitation**, not something Chakra can bypass. The original message is always still visible in the WhatsApp Business App itself.

---

**Common error codes you may see**

| Error Code | Meaning | Typically appears when |
| --- | --- | --- |
| **131051** | Unsupported message type | The contact sent a message type the Cloud API doesn't support at all (e.g. reactions, polls, disappearing/view-once messages, deleted messages) |
| **131060** | Message received during sync / unavailable | A Coexistence-specific limitation — usually tied to first-time messages, unsupported companion devices, or a number that's still syncing |
| Others (no numeric code shown) | Generic "unsupported message" placeholder | Edited messages from a contact, or messages sent via an unsupported linked device |

Both codes point to the same underlying issue: **Meta didn't send a webhook event containing the message content**, so Chakra has nothing to display.

---

**Why this happens**

There are five common causes. Match what you're seeing to the scenario below.

**1. Contact used an unsupported companion (linked) device**

Meta supports most WhatsApp companion/linked devices in Coexistence, but **WhatsApp for Windows and WhatsApp for WearOS are not supported**. If your contact sends a message from one of these, it does not trigger a webhook, so Chakra can't mirror it. ([Meta's linked devices documentation](https://developers.facebook.com/documentation/business-messaging/whatsapp/embedded-signup/onboarding-business-app-users/#linked-devices) covers this in detail.)

**2. Message sync after a period of inactivity**

If a contact messages your Coexistence number after it's been inactive for a while, the connection may need a moment to refresh. Messages that arrive during this refresh window can show up as unsupported until sync completes.

**3. Genuinely unsupported message type**

Some WhatsApp message types simply aren't supported by the Cloud API, regardless of Coexistence. This includes things like reactions, polls, view-once messages, and deleted/revoked messages. These will always show as unsupported — there's no fix, since the Cloud API doesn't process this content at all.

**4. First-time message, especially via a Click-to-WhatsApp ad**

When someone messages your number for the very first time — particularly right after tapping a Click-to-WhatsApp ad — that first message may not arrive through the webhook. This is the scenario tied to **error 131060** and is called out explicitly in Meta's documentation as expected behavior that typically resolves within seconds.

**5. Contact edits a previously sent message**

If a contact edits a message they already sent you, the edited version can also appear as unsupported in Chakra, even though the original came through fine.

---

**What you can do**

| Cause | What to do |
| --- | --- |
| Unsupported companion device | View the full message directly in the primary WhatsApp Business App on your phone. |
| Sync after inactivity | Wait for sync to complete — subsequent messages should arrive normally. No action needed. |
| Unsupported message type | View the message in the WhatsApp Business App. This is a permanent Meta limitation with no workaround. |
| First-time message via ad | No action needed — this typically resolves within seconds as later messages come through normally. |
| Edited message | View the edited message in the WhatsApp Business App. |

If you're seeing unsupported messages *consistently*, even for regular text messages from contacts on supported devices, that's not expected — see the troubleshooting note below.

---

**When this might indicate a real connection issue**

Occasional unsupported-message placeholders are normal with Coexistence. But if most or all incoming messages are showing as unsupported, check the following:

1. Confirm the message is visible in the WhatsApp Business App on your primary device.
2. Go to **WhatsApp Business Manager** and confirm Chakra is still listed as an **active connected partner** for your WhatsApp Business Account.
3. If Chakra isn't listed, your partner connection has likely been removed — you'll need to reconnect your Coexistence Channel through the Embedded Signup flow.

A common cause of a dropped partner connection: the WhatsApp Business App wasn't opened on the primary device for **14+ days**, which can log out linked devices and disrupt the connection.

---

**Unsupported Message FAQ**

**Will I lose the message content permanently?** No. The message is never lost — it's just not mirrored in Chakra. It remains fully visible in the WhatsApp Business App at all times.

**Does this affect message delivery to my contact?** No. This only affects whether Chakra can *display* the message. Delivery on WhatsApp itself is unaffected.

**Is this a Chakra bug?** No. This is a limitation enforced by Meta's Cloud API for Coexistence-connected numbers. It applies to every platform that offers Coexistence, not just Chakra.

**Can I get history/contact syncing to avoid this?** Contact and message history syncing during onboarding is separate from this issue and doesn't prevent unsupported-message placeholders from appearing for the five scenarios above.

---

##

---

URL: https://chakrahq.com/help/chat/faqs/whatsapp-api-error-code-troubleshooting/whatsapp-api-message-delivery-errors.md.md

Message delivery errors occur when the API successfully receives a message request, but the message cannot be delivered to the recipient. These errors cover a wide range of scenarios including undeliverable recipients, expired conversation windows, media failures, and business eligibility issues.

*These errors are typically returned either synchronously in the API response (HTTP 400) or asynchronously via the messages webhook. It is important to monitor both channels for complete error visibility.*

---

## **Error 131026 - Undeliverable**

**Message Undeliverable — Recipient Cannot Receive Message**

**ERROR CODE**: 131026

**ERROR SUMMARY**: Message Undeliverable — Recipient Cannot Receive Message

**ERROR DESCRIPTION**: The message could not be delivered to the recipient for one of several reasons: (1) the recipient phone number is not registered on WhatsApp, (2) the recipient has not accepted WhatsApp's current Terms of Service and Privacy Policy, or (3) the recipient is using an outdated WhatsApp client version that does not support the message type being sent.

Minimum supported WhatsApp versions for all message types: Android 2.21.15.15, iOS 2.21.170.4, WhatsApp Business for Android 2.21.15.15, WhatsApp Business for iOS 2.21.170.4, KaiOS 2.2130.10, Web 2.2132.6.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Before sending, verify that the recipient phone number is registered on WhatsApp. You can use the WhatsApp number lookup feature or implement a validation step in your data import flow.

2. If you receive this error consistently for a number, mark it as 'invalid WhatsApp number' in your CRM to avoid retrying.

3. For interactive message types (lists, buttons, flows), inform users they may need to update their WhatsApp app to the latest version to receive these messages.

4. Ask the user (via a non-WhatsApp channel) to verify they can send a message to your WhatsApp business number, which confirms their app is set up correctly.

5. If the issue is related to Terms of Service acceptance, the user will be prompted the next time they open WhatsApp.

**OTHER NOTES**

This is one of the most common permanent delivery failures. Implementing a phone number verification step in your contact import flow (using the contacts API or third-party WA number checker) significantly reduces this error.

Chakra Chat's contact import wizard includes an optional WhatsApp number validation step that checks validity before contacts are added to campaigns.


---

## **Error 131037 - 555 Display Name**

**555 Number Needs Display Name Approval**

**ERROR CODE**: 131037

**ERROR SUMMARY**: 555 Number Needs Display Name Approval

**ERROR DESCRIPTION**: The 555 test/sandbox phone number being used to send the request does not have an approved display name. 555 numbers are special test numbers available during development and must have their display name approved before they can send messages.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Navigate to the WhatsApp Manager and find the 555 phone number.

2. Update or set the display name for the number.

3. Wait for Meta's display name approval, which typically takes 1–2 business days.

4. Alternatively, use a real business phone number that has already been verified and has an approved display name for testing.

**OTHER NOTES**

555 numbers are intended for development testing only. For production deployments, always use a properly registered and verified business phone number.

---

## **Error 131042 - Payment Issue**

**Business Eligibility Payment Issue**

**ERROR CODE**: 131042

**ERROR SUMMARY**: Business Eligibility Payment Issue

**ERROR DESCRIPTION**: There is an issue with the payment method or billing configuration associated with the WhatsApp Business Account. This prevents message sending. Common causes include: no payment account attached to the WABA, credit line over limit, credit line not set or not active, WABA deleted or suspended, timezone/currency not configured, or a pending/declined 'Messaging For' (On-Behalf-Of) request.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Review the full list of possible payment issues listed in the description and check each one systematically.

2. Verify that a payment account is attached to your WABA in Meta Business Suite → WhatsApp Manager → Settings.

3. Check that your credit line is active and not over its limit in the payment settings.

4. Ensure the WABA has its timezone and currency configured correctly.

5. If you are a Tech Provider managing on behalf of a client, check that the 'Messaging For' request has been accepted by the client.

6. Refer to the Meta Help Center article 'About Billing For Your WhatsApp Business Account' at [https://www.facebook.com/business/help/2225184664363779](https://www.facebook.com/business/help/2225184664363779).

**OTHER NOTES**

This error can cause widespread message failures if a billing issue goes undetected. Chakra Chat will surface payment-related WABA health alerts in the notifications panel.

Free-tier (WhatsApp Business App) numbers do not have credit line requirements, but Cloud API numbers always require a properly configured billing setup.

---

## **Error 131047 - Window Expired**

**Re-engagement Message - 24-Hour Window Expired**

**ERROR CODE**: 131047

**ERROR SUMMARY**: Re-engagement Message — 24-Hour Window Expired

**ERROR DESCRIPTION**: The business is attempting to send a free-form (non-template) message to a recipient, but more than 24 hours have elapsed since the recipient last sent a message to the business. WhatsApp's customer service window policy requires that free-form messages can only be sent within a 24-hour window following the last inbound message from the customer.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Send an approved template message instead of a free-form message. Template messages can be sent at any time regardless of the 24-hour window.

2. Use a re-engagement template designed to invite the user back into the conversation.

3. Review your automation flows in Chakra Chat to ensure they do not attempt to send free-form messages after the window has expired.

4. Implement window tracking in your chatbot logic — store the timestamp of the last inbound message and check it before sending a non-template message.

**OTHER NOTES**

The 24-hour service window is a core WhatsApp policy designed to protect users. Businesses can only send unlimited free-form messages during an active conversation window.

Chakra Chat tracks conversation window status per contact and will warn agents in the inbox when the window is close to expiring (typically 1 hour before).

---

## **Error 131049 - Rejected Healthy Ecosystem**

**This message was not delivered to maintain healthy ecosystem engagement. Meta Chose Not to Deliver — Per-User Marketing Limit** 

**ERROR CODE**: 131049

**ERROR SUMMARY**: Meta Chose Not to Deliver — Per-User Marketing Limit

**ERROR DESCRIPTION**: Meta's system decided not to deliver this particular marketing template message in order to maintain a healthy messaging ecosystem. This is triggered by the per-user marketing template message limits, which cap how many marketing messages a single user can receive from all businesses combined within a given period.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Do not immediately retry sending this message. Retrying will result in the same error as the limit may remain in effect for a variable duration.

2. Wait at least 24 hours before attempting to resend the template message to this user.

3. Review the Per-User Marketing Template Message Limits documentation at [https://developers.facebook.com/documentation/business-messaging/whatsapp/templates/marketing-templates/per-user-limits](https://developers.facebook.com/documentation/business-messaging/whatsapp/templates/marketing-templates/per-user-limits).

4. Consider sending at lower frequency to reduce the likelihood of hitting this limit.

**OTHER NOTES**

This limit is applied by Meta at the ecosystem level and cannot be bypassed. It is part of Meta's effort to prevent users from being overwhelmed by marketing messages from multiple businesses.

You will not know the exact limit or when it resets for a specific user — this is intentional to prevent gaming of the system.

---

## **Error 131050 - User Opted Out**

**User Has Stopped Receipt of Marketing Messages**

**ERROR CODE**: 131050

**ERROR SUMMARY**: User Has Stopped Receipt of Marketing Messages

**ERROR DESCRIPTION**: The recipient has explicitly opted out of receiving marketing template messages from your business on WhatsApp. WhatsApp introduced per-business marketing opt-outs that allow users to stop marketing messages from a specific business without having to block them entirely.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Do not retry sending marketing messages to this user. Their opt-out preference must be respected.

2. Update your contact database to mark this user as opted out of WhatsApp marketing.

3. Subscribe to the 'user\_preferences' webhook to receive real-time notifications when users opt in or out of marketing messages. See [https://developers.facebook.com/documentation/business-messaging/whatsapp/webhooks/reference/user\_preferences](https://developers.facebook.com/documentation/business-messaging/whatsapp/webhooks/reference/user_preferences).

4. You can still send utility or authentication template messages to this user — the opt-out only applies to marketing category templates.

**OTHER NOTES**

Respecting opt-outs is both a legal requirement (in many jurisdictions) and a WhatsApp policy requirement. Attempting to circumvent opt-outs (e.g., by miscategorising templates) is a policy violation.

Chakra Chat automatically syncs user\_preferences webhook data to contact opt-out status. Opted-out contacts will be excluded from future marketing campaigns.

---

## **Error 131051 - Unsupported Type**

**Unsupported Message Type**

**ERROR CODE**: 131051

**ERROR SUMMARY**: Unsupported Message Type

**ERROR DESCRIPTION**: The message type specified in the API request is not supported by the WhatsApp Cloud API, or the recipient's device/version does not support the specified message type.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Review the supported message types in the WhatsApp Messages documentation at [https://developers.facebook.com/documentation/business-messaging/whatsapp/messages/send-messages#message-types](https://developers.facebook.com/documentation/business-messaging/whatsapp/messages/send-messages#message-types).

2. Ensure the 'type' field in your message object is set to a valid, supported value.

3. If sending interactive message types (lists, buttons, flows), confirm the recipient is using a sufficiently recent WhatsApp version.

4. Fallback to a text-based message if the interactive type is not supported.

**OTHER NOTES**

The supported message types include: text, image, audio, video, document, sticker, location, contacts, interactive, template, and reaction. Sending any other type will result in this error.

---

## **Error 131052 - Media Error**

**Media Download Error — Unable to Download User-Sent Media**

**ERROR CODE**: 131052

**ERROR SUMMARY**: Media Download Error — Unable to Download User-Sent Media

**ERROR DESCRIPTION**: The WhatsApp platform was unable to download a media file that the user sent to the business. This may indicate a corrupted media file, an unsupported media format, or a temporary issue on WhatsApp's media servers.

This error appears in the messages webhook when processing incoming messages, not when sending outbound messages.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Check the 'error.error\_data.details' field in the messages webhook payload for more specific information.

2. Ask the user (via a text reply) to resend the media file.

3. If the error persists for a specific file, ask the user to try sending the file using a different method (e.g., share as a document instead of an image).

4. Ensure your webhook endpoint is correctly configured to receive and acknowledge media message events.

**OTHER NOTES**

Media files sent by users are stored temporarily on WhatsApp's servers and must be downloaded within a limited time window (typically 30 days) before they expire.

Chakra Chat's inbox automatically attempts to download and cache user-sent media. If a download fails, the agent will see an error indicator in the conversation thread.

---

## **Error 131053 - Media Upload Error**

**Media Upload Error - Unable to Upload Business-Sent Media**

**ERROR CODE**: 131053

**ERROR SUMMARY**: Media Upload Error — Unable to Upload Business-Sent Media

**ERROR DESCRIPTION**: The WhatsApp platform was unable to upload the media file included in an outbound message. This may be due to an unsupported media type, a file that exceeds size limits, a corrupted file, or a temporary server issue.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Verify that the media file type is in the supported formats list at [https://developers.facebook.com/documentation/business-messaging/whatsapp/business-phone-numbers/media#supported-media-types](https://developers.facebook.com/documentation/business-messaging/whatsapp/business-phone-numbers/media#supported-media-types).

2. Check the file size limits: 
Images - 5MB
Videos - 16MB
Audio - 16MB
Documents - 100MB.

3. Re-upload the media using the WhatsApp Media API before sending, and use the returned media ID in the message.

4. If the error persists with a valid file, check the WhatsApp Platform Status page for any active media service outages.

**OTHER NOTES**

Using the Media API to pre-upload files (rather than hosting them on an external URL) is more reliable and results in faster delivery. Chakra Chat's media manager uses this approach by default.

When using URL-based media, ensure the URL is publicly accessible, returns the correct Content-Type header, and does not require authentication.

---

## **Error 131021 - Same Number**

**Recipient Cannot Be Sender, Same Number Error**

**ERROR CODE**: 131021

**ERROR SUMMARY**: Recipient Cannot Be Sender - Same Number Error

**ERROR DESCRIPTION**: The phone number specified as the recipient is the same as the sender (business) phone number. WhatsApp does not allow a business to send a message to itself.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Verify that the 'to' field in the sender. phone contains the different recipient's phone number, not the WhatsApp API connected business number.

2. This error often appears when testing with your own number; ensure test recipient numbers are different from the configured sender number.

**OTHER NOTES**

This is typically a testing related error. Automated tests should include a check that the sender and recipient numbers are different.

---

## **Error 131057 - Maintenance** 

**Account in Maintenance Mode**

**ERROR CODE**: 131057

**ERROR SUMMARY**: Account in Maintenance Mode

**ERROR DESCRIPTION**: The WhatsApp Business Account is currently in maintenance mode and cannot send or receive messages. This may occur when the account is undergoing a throughput upgrade or other backend maintenance.

HTTP Status: 500 Internal Server Error (Bad Request).

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Wait for the maintenance window to complete. Maintenance mode is typically temporary (minutes to a few hours).

2. Implement retry logic with exponential backoff to automatically resume sending once the account exits maintenance mode.

3. Monitor the WhatsApp Platform Status page (https://metastatus.com/whatsapp-business-api) for any reported maintenance windows.

4. Check the Health Status API for more information about the current account state.

**OTHER NOTES**

If you have requested a throughput upgrade, expect a brief maintenance window during which messages may fail. Schedule throughput upgrades during low-traffic periods.

---

## **Error 135000 — Generic User Error**

**Generic User Error — Unknown Request Parameter Error**

**ERROR CODE**: 135000

**ERROR SUMMARY**: Generic User Error — Unknown Request Parameter Error

**ERROR DESCRIPTION**: A generic catch-all error indicating that the message failed due to an unknown error with the request parameters. This error is returned when the system cannot classify the failure into a more specific error code.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Review the API endpoint reference documentation to verify your request syntax and parameters.

2. Double-check all required fields are present and correctly formatted.

3. Try reproducing the error with a minimal test request to isolate the parameter causing the issue.

4. If the error persists across multiple valid requests, contact Meta Customer Support and include the 'fbtrace\_id' from the error response for investigation.

**OTHER NOTES**

Because Error 135000 is a catch-all, the 'details' field in the error response is the most important diagnostic tool. Always log the full error response, not just the code.

---

URL: https://chakrahq.com/help/chat/getting-started/setup-pre-requisites-checklist.md.md

### Overview

Setting up a WhatsApp Business API account is a multi-step process and requires some basic prerequisites to get started. 

Here’s a quick checklist of essential must-haves to register for WhatsApp Business API on Chakra Chat.

###  ⓕ Facebook Business Manager Account

You must have a verified Facebook Business Manager account.

Ensure you have admin access to the Facebook Business Manager account to complete the setup

### 📞 Valid Phone Number

- A valid phone number
- If the phone number is linked to an existing WhatsApp account ⬇️
- If it’s linked to a WhatsApp Business app, use the [WhatsApp Coexistence](https://help.chakrahq.com/chat/getting-started/setup-whatsapp-account/connecting-whatsapp#connect-whatsapp-coexistence) feature to register for the WhatsApp API
- If linked to a WhatsApp API number, use the [Migration to Chakra Chat](https://help.chakrahq.com/chat/getting-started/setup-whatsapp-account/connecting-whatsapp#migrate-a-whatsapp-api-number) steps to register for WhatsApp API
- If linked to a WhatsApp Messenger (personal), delete the WhatsApp account to register for the WhatsApp API

### 🧳 Business Verification Details

- You would require documents and details like: Business Name, Address, **Website**, Business Category, etc
- Please note the Website or any online presence of the business with clear brand name, legal name etc is highlighted in the Website or similar online pages.

### 💳 Payment Method

- For Chakra Subscription 
- Meta Charges (for template messages) in Facebook Business Billing & Payments

### 🆔 Tax ID / VAT / (GST - mandatory for India)

- With Chakra Chat, Meta charges for template messages (business-initiated) are to be paid separately, and directly to Meta
- Based on your local regulations, Meta may require a Tax ID to be added along with the payment method in the Facebook Business Billing & Payment section.

Have more queries?

 Reach out to our WhatsApp Business Platform specialist on ✉️ [support@chakrahq.com](mailto%252525252525252525252525255C%252525252525252525252525253Asupport%2525252525252525252525252540chakrahq.com)

---

URL: https://chakrahq.com/help/chat/shared-chat-inbox/managing-chats/how-to-assign-and-manage-chats.md.md

#### **Assign and Manage Chats**

You can easily assign a chat to a team member or change the assignee as needed using the dropdown menu in each chat view.

- Click on any chat in the Chats List to open the conversation window.

![Select_Chat_List_Chat](https://assets.pages.chakrahq.com/media/Select_Chat_List_Chat.png)

- At the top of the conversation (beside the Close Chat button), you’ll see a dropdown menu showing the current assignee or it would be blank in case of no assignee.

![Chat_Assigne_Dropdown](https://assets.pages.chakrahq.com/media/Chat_Assigne_Dropdown.png)

- Click the dropdown, select a team member from the list. The assignee will be updated instantly

This helps ensure the right person is handling the conversation and improves team collaboration.

---

URL: https://chakrahq.com/help/chat/message-templates/create-and-submit-templates/how-to-create-a-message-template.md.md

# How to add a new Message Template via WhatsApp Manager

Creating message templates is essential for reaching out to customers beyond the 24-hour session window. Here's a step-by-step guide to help you add a new WhatsApp message template directly via **WhatsApp Manager**.

---

## How to create a new Message Template?

### Step 1: Access WhatsApp Manager

- Navigate to your [WhatsApp Business Manager in Meta](https://business.facebook.com/latest/whatsapp_manager/message_templates) 

---

### Step 2: Create a new Template

- Click the **`Create Template`** button (top-right corner).
- The **template builder window** opens.
- Choose from 3 categories:
    - Marketing
    - Utility
    - Authentication
- For this example, select **Marketing > Custom**.
- Click the **`Next`** button to proceed.

![Create Template Screen](https://static-data.chakrahq.com/documentation-assets/message-templates/create-template-screen.png)

---

### Step 3: Configure the Template

#### Template Name & Language

- Enter a **unique name** (no spaces allowed).
- Select your preferred **language**.

#### Content Variables

- Under **Content**, choose the **Variable Type** as `Name`.

#### Header (Optional)

- Choose a header type: **text**, **image**, **video**, etc.
- For this guide, select **Text**.
- Enter your **header text**.

#### Body

- Compose your message content.
- Use variables for personalization:

  Example: `Hi {{name}}, We haven't heard back from you in a while. Please check out our new Summer catalogue at our store.`

- Add **sample values** for each variable\\ Example: `{{name}} = John`

#### 🔻 Footer (Optional)

- Add a **footer text** if needed.

#### 🔘 Buttons

- Add interactive **buttons**:
- **Link Buttons**
- **Quick Reply Buttons**

#### 👁️‍🗨️ Preview

- Preview your full template in the **right sidebar**.

---

URL: https://chakrahq.com/help/chat/drip-campaigns-and-sequences/configure-campaigns/how-to-configure-decision-steps-in-campaign.md.md

# Add a Decision Step in Your Campaign Workflow

Want your campaign to take different actions based on what the user does — like whether they read your message or not? That’s where **Decision Steps** come in!

In this tutorial, we’ll show you how to send different follow-up messages based on whether a lead **read** the previous WhatsApp message.

---

### How to Set It Up

1. Click the **`+`** button right after a **Send WhatsApp Message** step.
2. Select **“Decision”** from the step options.
3. A new decision node with **two branches** (`Yes` and `No`) will appear.
4. In the configuration panel:

- Click **“Add Rule”**
- In the **first dropdown**, select the **previous message step**
- In the **next field**, choose **“was read”**
- Toggle the switch on the right to **Yes**

5. Scroll to the **“When”** section:

- Set it to **“Relative”**
- Choose **1 day**
- 🔔 *This is important! It gives your lead some time to read the message before making a decision.*

---

### What Happens Next

- Click the **`+`** under the **Yes** branch to add the next **WhatsApp message**.
- Configure the message step just like you would normally.
- Don’t forget to hit **`Save`** at the top-right corner of the campaign builder.

That’s it! 🎉 Now your campaign will **only send the second message if the lead reads the first one within 1 day**.

---

### 👇 Here’s what it looks like in action:

![Add a decision step demo](https://static-data.chakrahq.com/documentation-assets/whatsapp/campaigns/decision-step-demo.gif)

---

URL: https://chakrahq.com/help/chat/ai-and-automations/ai-setup/how-to-setup-an-ai-bot-for-faqs.md.md

# How to setup a WhatsApp AI FAQ?

You can create a smart FAQ chatbot on Chakra to automatically answer common questions about your business using pre-configured content. Follow the steps below to get your **FAQ AI Bot** up and running.

> ✅ \*\*Before You Begin\*\*\\This guide assumes you’re already familiar with the Chakra admin dashboard.

---

## Step 1: Create a FAQ Content Source

Start by creating a content source that includes your business FAQs.

1. Go to: [Admin > AI Settings > AI Content Source](https://app.chakrahq.com/admin/ai-settings#content-sources)
2. Click **`New Content Source`** (top right)
3. In the modal:

- **Name**: Enter a name like `FAQ`
- **Content Source Type**: Select `FAQs`

4. Add your FAQs:

- Click **`Add Another`** to add FAQ items
- Provide a **question** and its **answer** for each item
- Add as many FAQs as needed — you can always edit them later

5. Click **`Create`** to save

---

## Step 2: Create the AI FAQ Chatbot

Now, let’s build a chatbot that can use your FAQ content to answer customer queries.

1. Go to: [Admin > Chat Settings > Chatbots](https://app.chakrahq.com/admin/chat-settings#chatbots)
2. Click **`Create Chatbot`**
3. Rename the chatbot to **FAQ Bot**
4. Edit the **Welcome node**:

- Message: `Hi this is FAQ bot, I will try to answer your questions`

5. From the left panel, drag the **AI Reply** node onto the canvas
6. Connect the **Welcome node** to the **AI Reply** node

### Configure the AI Reply Node

- **Content Source**: Select the `FAQ` source you created
- **Stop Keywords**: (Optional) Add keywords that users can type to stop the bot
- **No Answer Message**: (Optional) Set a fallback message like `"Sorry, I couldn't find an answer to that."`
- **Thank You Step**: (Optional) Add a final step to thank users

1. Click **Save**
2. Mark the chatbot as **Active**

Once active, the bot will continue answering questions until a stop keyword is detected.

---

## Step 3: Add a Chat Trigger

Create a trigger so users can easily activate the FAQ bot.

1. Go to: [Admin > Chat Settings > Chat Triggers](https://app.chakrahq.com/admin/chat-settings#chat-triggers)
2. Click **`Create Chat Trigger`**
3. Configure the trigger:

- **Keyword**: `FAQBot`
- **Matching Strategy**: Select \`Starts With\`\\ *(e.g., "FAQBot what are your hours?")*
- **Action**: Choose `Trigger Chatbot` and select your **FAQ Bot**

4. Click **Save**

---

## ✅ You're Done!

Your FAQ bot is now live! Test it by messaging your trigger keyword and start providing instant answers to your users.

---

URL: https://chakrahq.com/help/chat/broadcasts-and-bulk-messaging/create-workflow-campaign.md.md

## Overview

Workflow campaigns in Chakra allow you to create campaign sequences or drip campaigns. These let you schedule a series of WhatsApp messages to be sent to customers at specific points in their engagement journey. With smart decision nodes and automated removal options, you can tailor the experience effectively.

---

## Create Workflow Campaign

### 1. Go to Campaigns 

- Go to the Campaigns Tab in the left-hand side bar
- Click on `Create Campaign` button

### 2. Set Campaign Details

Add a campaign name and select the [`Workflow Campaign`](https://) option in Campaign Type.

![Create a Campaign](https://static-data.chakrahq.com/assets/images/whatsapp/aug-22-2025/Campaign_WF_create_1.png)

### 3. Add WhatsApp Message Step

In the campaign builder, click the `+` icon and choose `Send WhatsApp Message`.

![Campaign Step in Builder](https://static-data.chakrahq.com/assets/images/whatsapp/aug-25-2025/Campaign_WF_step1_2.png)

### 4. Configure Campaign Step

The campaign step drawer opens on the right. Click on the "`Campaign Step`" section.

![Configure Panel](https://static-data.chakrahq.com/assets/images/whatsapp/aug-25-2025/Campaign_WF_step1_config_3c.png)

### 5. Enter Step Details

- Add a Step name.
- Set "To" (Phone Number/Lead).
- Select `WhatsApp Plugin` and `Phone Number` if needed.
- Choose a template.
- Preview the template in the template view 

⚠️⚠️ **Note: Approved templates cannot be modified here**

![Configure the Campaign Step](https://static-data.chakrahq.com/assets/images/whatsapp/aug-22-2025/Campaign_WF_step1_config_3.png)

### 6. Add Template Variables

Include template message body variables (e.g., image upload, personalized name, etc.).

![Add body variables](https://static-data.chakrahq.com/assets/images/whatsapp/aug-25-2025/Campaign_WF_step1_config_3c.png)

Click on `Done`

### 7. Save & Activate Campaign

Once the builder flow is complete, click `Save` and toggle the campaign to `Active`.

![Save and Active Campaign](https://static-data.chakrahq.com/assets/images/whatsapp/aug-25-2025/Campaign_WF_Save_6.png)

- The campaign is now ACTIVE.

### 8. Add Leads to the Campaign

- In the Leads tab, select specific leads or use "Select All" to choose leads.

**Steps to Add Leads to a Campaign**

![Adding Leads to Campaign Steps](https://static-data.chakrahq.com/assets/images/whatsapp/aug-28-2025/WF_Campaign_Add_Leads_To_Campaign.png)

**Select the Campaign and click `Add`**

![Select a Campaign](https://static-data.chakrahq.com/assets/images/whatsapp/aug-28-2025/WF_Campaign_Add_Leads_Select_Campaign.png)

**Select ALL Leads**

![Add All Leads](https://static-data.chakrahq.com/assets/images/whatsapp/aug-28-2025/WF_Campaign_Add_All_Leads_Campaign.png)

**Use Lead Filters**

Use Date filter or Lead filter by attributes to shortlist relevant leads for the campaign

![Filter Leads](https://static-data.chakrahq.com/assets/images/whatsapp/aug-28-2025/WF_Select_Lead_Created_Date.png)

### 9. Track Campaign Performance

Monitor campaign metrics in the `Status` tab.

Check more detail in the [Campaign Delivery Status Help Guide](https://help.chakrahq.com/chat/broadcasts-and-bulk-messaging/track-campaign-message-delivery-status)

![Track_campaign_status](https://assets.pages.chakrahq.com/media/Track_campaign_status.png)

### 10. [Optional] Other Step Details

#### A. Set Execution Time

Choose the step execution time under `When`

- Immediately
- At Relative Time
- At a Scheduled Time

![Schedule Campaign When](https://static-data.chakrahq.com/assets/images/whatsapp/aug-25-2025/Campaign_WF_Schedule_4c.png)

#### B. Configure Business Hours

Add Business Hours settings to send messages only during set times.

![Add Business Hours](https://static-data.chakrahq.com/assets/images/whatsapp/aug-22-2025/Campaign_WF_Business_hours_5.png)

#### C. Add Decision Nodes

Use the `+` icon in the builder and select "Take Action" to configure branching points. Set rules or conditions (e.g., Message Read, Replied, Delivered, or NOT) to direct the campaign flow, allowing actions like Remove from Campaign or Send a different message based on previous step behavior.

![Add Action Decision Node](https://static-data.chakrahq.com/assets/images/whatsapp/aug-22-2025/Campaign_WF_Steps_flow_8b.png)

#### D. Add More Campaign Steps

Build the rest of the campaign sequence flow as needed.

![Add all Campaign Steps](https://static-data.chakrahq.com/assets/images/whatsapp/aug-22-2025/Campaign_WF_Steps_flow_8b.png)

#### E. Add Rate Limit

WhatsApp API system have a default message per second (MPS) rate limit for every account. It's suggested to keep the rate limits under 80 MPS for new accounts.

![Rate_limit_Chakra_Workflow_Campaigns](https://assets.pages.chakrahq.com/media/Rate_limit_Chakra_Workflow_Campaigns.png)

- Add the Number of Messages Every 5 Minutes
- The default number of messages per 5 minute is 200

### 11. [Optional] Add Campaign Retry 

Currently campaign retry workflow is enabled for `Maintining a Healthy Ecosystem Error Code` #131049

**a. Choose a Campaign Step**

Click on the Campaign Step to open the configuration settings

**b. Enable the `Retry Ecosystem Error` option**

Enable the `Retry Campaign Toggle`

![Enable Retry Campaign Toggle](https://assets.help.chakrahq.com/campaigns/Enable_Campaign_Retry.png)

**c. Configure the Retry Campaign Setting**

Add the Retry Attempts Rules with Retry Attempt Time Frame and Time Unit.

![Configure Retry Campaign Setting ](https://assets.help.chakrahq.com/campaigns/Configure_Campaign_Retry_.png)

**d. Save The Campaign**

Save the Campaign after configuration.

### 

---

## Additional Notes

- Ensure templates comply with WhatsApp policies.
- Track Message Delivery performance for every executed campaign step
- Regularly review campaign performance to optimize results.

For further assistance, contact support or refer to additional resources.

---

URL: https://chakrahq.com/help/chat/shared-chat-inbox/shared-chat-inbox-centralise-your-customer-conversations.md.md

## **Shared Chat Inbox Introduction**

Tired of juggling multiple phones, tabs, and platforms to talk to customers? The **Chakra Chat Dashboard** is your single, powerful command center for all WhatsApp business messaging and beyond. We bring every customer conversation - from WhatsApp to website chat widget - into one intuitive, collaborative, and efficient workspace. Eliminate the chaos of scattered chats in multiple inbox or WhatsApp Business apps and unlock the productivity of a truly unified customer communication hub for sales, service and operations use cases.

**Key Value Proposition:** Consolidate. Collaborate. Convert. Manage all your messaging channels from one dashboard, empower your team with smart tools, and turn casual chats into qualified leads seamlessly.

---

## **Feature Overview**

The Chakra Chat Dashboard isn’t just another inbox; it’s the operational heart of your customer messaging. It’s built for teams to deliver faster, more consistent, and more insightful customer experiences.

- **Centralized Messaging Hub:** Ditch the device-hopping. Access all conversations from connected WhatsApp numbers and your website chat widget in one clean, unified thread. Future-ready for Instagram, Facebook Messenger, and Telegram.
- **Intelligent Conversation Management:** Find any chat in seconds with powerful search and saved filters. Ensure no customer is left waiting with smart, rules-based automatic chat assignment to the right team member.
- **Conversation-to-Conversion Engine:** We bridge chat and CRM. Automatically create a lead profile from every new contact, giving your sales team instant context and a seamless path to follow-up, directly from the chat window.
- **Speed at Your Fingertips:** Boost agent productivity with one-click actions - send quick replies, fire up the chatbot, share product catalogs, or get AI-assisted response suggestions without ever leaving the flow.
- **Deep Organizational Control:** Go beyond basic labels. Create custom chat attributes (like “Order Value,” “Issue Type,” or “Priority”) to categorize, segment, and filter conversations with the precision your business needs.

---

## **Detailed Feature Introduction**

#### Shared Chat Inbox Demo

[![Chakra Shared Chat Inbox Feature Guide Video](https://i9.ytimg.com/vi_webp/PD8fqN1vCrM/mqdefault.webp)](https://www.youtube.com/watch?v=PD8fqN1vCrM\\&list=PLaOuF5cTA3a92CRRCeeDXJYiX0rrpo5R6\\&index=3)

### **1. The Central Messaging Hub**

*Your unified central control system for all customer interactions.*

- **All Incoming Chats, One Dashboard:** View and manage conversations from every connected channel and Handle/Number in a single, unified dashboard.
- **Connect Multiple Numbers & Channels:** Operate several WhatsApp business numbers and your native website chat widget simultaneously. (More channels coming soon!).
- **Smart Work Distribution:** Use **Automated Chat Assignment** to route conversations based on rules (e.g., channel, number) or **Manual Assignment** for direct hand-offs, ensuring balanced workloads and expert responses.

### **2. Search, Filter & “Spaces”**

*Find the signal in the noise. Instantly.*

![Search Filter Spaces](https://assets.help.chakrahq.com/chat/Chat Inbox/- Search_Filter_Space.gif)

- **Universal Search:** Access all past or active chats instantly using a contact’s name, phone number, or just scrolling down the Chat List.
- **Dynamic Filtering:** Segregate chats by status (Open, Closed, Unreplied), assignee, channel, or any custom attribute for clear views.
- **Saved Filters as “Spaces”:** Turn your most-used filters into permanent workspaces like “**Today’s High-Priority**,” “**Sales Inquiries**,” or “**My Open Chats**” for personalized, one-click access to the conversations that matter most to you.

### **3. Conversation Window: Quick Actions**

![Quick Chat Actions](https://assets.help.chakrahq.com/chat/Chat Inbox/Quick Chat Actions.gif)

*Where meaningful customer engagement happens.*

- **Conversation Lifecycle Control:** Manually **Close** a resolved chat or **Re-open** it with a click, keeping your active list clean.
- **Rich Media & File Sharing:** Use the attachment button or simple **drag-and-drop** to send photos, videos, audio notes, and documents. Support multiple files in one go.
- **Quick Chat Actions Bar:** A toolkit for efficiency:
- [**Quick Replies](https://help.chakrahq.com/chat/getting-started/chat-dashboard-basics#26-quick-reply):** Deploy pre-approved responses to common questions.
- [**Manual Chatbot Trigger](https://help.chakrahq.com/chat/getting-started/chat-dashboard-basics#27-manual-chatbot-trigger):** Hand off automation anytime with “Activate Chatbot.”
- **Product Catalog Sender:** Share your catalog directly in-chat to drive sales.
- **AI-Assist:** Get smart reply suggestions to maintain quality and speed.

### **4. Chatbot Integration & Control**

*Seamless human + automation handshake.*

- [**Chatbot Control](https://help.chakrahq.com/chat/getting-started/chat-dashboard-basics#27-manual-chatbot-trigger):** See the **Active Chatbot’s** name at a glance. **Stop** the automation with one click to take over personally.
- **1-Click Chatbot Editor Access:** Jump directly to edit the active chatbot flow for instant optimization.
- [**Capture Chatbot Responses](https://help.chakrahq.com/chat/getting-started/chat-dashboard-basics#32-chatbot-details):** Automatically save customer answers from the chatbot as structured data (e.g., “Product Interest = Chakra Chat”) for personalization and lead scoring.

### **5. Chat To Lead Integration**

*Beyond Chats, Manage full Customer profile from the Chat Dashboard*

![Integrated Lead access from Chats](https://assets.help.chakrahq.com/chat/Chat Inbox/Lead_Access_From_Chat_Inbox.gif)

- **Automated Lead Creation:** Every new chat contact automatically generates a lead card in your integrated CRM, capturing their identity and conversation history from day one.
- [**In-Window Lead Access](https://help.chakrahq.com/chat/getting-started/chat-dashboard-basics#32-chatbot-details):** Click the lead summary (**Name, Phone, Lead ID**) within the chat to view the full lead profile without switching apps.
- **Manual Link/Create:** Flexibly link an existing lead or create a new one manually for full control.

### **6. Chat Labels & Custom Chat Labels**

*Organize beyond the basics. Your way.*

![Chat Label in Chat Inbox](https://assets.help.chakrahq.com/chat/Chat Inbox/Chat_Label_Chakra_Chakra_Inbox.gif)

- [**Create Chat Label Attributes](https://help.chakrahq.com/chat/getting-started/chat-dashboard-basics#31-chat-details):** Define chat attributes using all field types - Text, Number, Date, Dropdown - to track what’s unique to your business (e.g., “Project Code,” “Customer Tier,” “Subscription End Date”).
- **Pre-defined Chat Label Values:** Add dropdown options to ensure clean, reportable data.
- **Filter with Chat Labels:** Filter your entire chat dashboard using these custom attributes to generate focused lists, like “All chats where ‘Issue Type’ = ‘Billing’.”

### **7. Dashboard Settings & Management**

*Manage Chat Dashboard accesss for your Team across the hierarchy.*

![Bulk Chat Actions](https://assets.help.chakrahq.com/chat/Chat Inbox/Bulk_Chat_Actions_Chakra_Chat_Inbox.gif)

- **Granular Access Control:** Define who sees what with **Role x Inbox** permissions (e.g., “Sales sees all chats,” “Support sees only assigned chats”).
- **Bulk Chat Actions:** Save hours with **Select All, Open, Close, or Archive** actions applied to multiple chats simultaneously.

---

## **All-in-One Chakra Chat Dashboard**

The Chakra Chat Dashboard is more than a feature; it’s a transformation in how you engage with customers on WhatsApp and other chat channels. It replaces fragmentation with unfiied focus, and manual work with structured and 1-click quick action features. You’ll reduce chat response times, improve team collaboration, never lose a conversation, and build a richer understanding of every customer - directly from the chat where the relationship begins.

---

URL: https://chakrahq.com/help/chat/miscellaneous-features/chat-widgets/how-to-setup-whatsapp-widget-on-your-website.md.md

## Option 1: Widget with Pop-Up

This version displays a **small popup CTA** before redirecting the visitor to WhatsApp. Great for engaging users without being intrusive.

![WhatsApp_Chat_Widget_Open_Full](https://assets.pages.chakrahq.com/media/WhatsApp_Chat_Widget_Open_Full.png)

### **Where to add?** 

Paste the following script **at the end** of your website or landing page (before the closing `</body>` tag).

You will need your Team short Id which can be found from Team Settings page when you click your username from the top right corner of the webapp.

### Customization Options:

- `phoneNumber` 📞 – Your business's WhatsApp number
- `welcomeText` 👋 – Text shown in the popup
- `customerMessage` 💬 – Prefilled message in WhatsApp chat box
- `ctaText` 🔘 – Text on the popup button
- `brandName` 🏷️ – Optional brand name
- `brandIconUrl` 🖼️ – Optional brand icon URL
- `primaryColor` 🎨 – Color of the WhatsApp icon

```html
<script>
  window.ChakraChatWidgetSettings = {
	teamId: 'your-team-short-id',
    widgetType: 'whatsapp',
    chatLauncherConfig: {
      // primaryColor: '#13c2c2',
    },
    whatsappWidget: {
      phoneNumber: '+91**01258455',
      theme: 'classic',
      classic: {
        welcomeText: 'Do you have more questions?',
        // brandName: 'ChakraHQ', // optional
        // brandIconUrl: 'https://s3.ap-south-1.amazonaws.com/static-data.chakrahq.com/assets/images/chakra-icon-with-bg/icon-48x48.png', // optional
        customerMessage: 'Tell me more',
        ctaText: 'Chat Now'
      }
    }
  };
</script>
<script type="text/javascript" async defer src="https://embed.chakrahq.com/chat/v1/widget.js"></script>
```

## 
Option 2: Widget Without Pop-Up

This version creates a floating WhatsApp button that directly opens a WhatsApp chat — perfect for minimalist UI.

![WhatsApp_Widget_Button_Full](https://assets.pages.chakrahq.com/media/WhatsApp_Widget_Button_Full.png)

### Where to add?

Place the script at the bottom of your page, just before the closing `</body>` tag.

### Customization Options

- **phoneNumber** 📞 – Your business's WhatsApp number
- **customerMessage** 💬 – Pre-filled WhatsApp message
- **primaryColor** 🎨 – WhatsApp icon colour

```html
<script>
  window.ChakraChatWidgetSettings = {
	teamId: 'your-team-short-id',
    widgetType: 'whatsapp',
    chatLauncherConfig: {
      // primaryColor: '#13c2c2',
    },
    whatsappWidget: {
      phoneNumber: '9901258433',
      theme: 'buttonOnly',
      buttonOnly: {
        customerMessage: 'Tell me more'
      },
    }
  };
</script>
<script type="text/javascript" async defer src="https://embed.chakrahq.com/chat/v1/widget.js"></script>
```

---

URL: https://chakrahq.com/help/chat/reports-and-analytics/how-to-create-chat-response-time-metrics.md.md

# ⏱️ Response Time Metrics in Chakra

**Response time metrics** help you track how quickly your team responds to customer chats—crucial for maintaining high customer satisfaction.

To access these metrics:

1. Create or edit a chart visualization
2. Under **`Source`**, select **`Chat Facts`**

---

## 📊 Available Metrics

These metrics give you detailed insights into both **average** and **percentile-based** response times:

- **Avg. Response Time**
- **Avg. First Response Time**
- **First Response Time – 99 Percentile**
- **First Response Time – 95 Percentile**
- **First Response Time – 90 Percentile**
- **Response Time – 99 Percentile**
- **Response Time – 95 Percentile**
- **Response Time – 90 Percentile**

> 💡 Use percentile metrics to understand your **best and worst response time ranges**, not just the average.

---

## 📁 Dimensions / Group By Options

You can analyze these metrics by grouping them with the following dimensions:

- **User** – View response times per support team member
- **Chat Provider** – Filter by platform:
- WhatsApp
- Chat Widget

![https://static-data.chakrahq.com/documentation-assets/whatsapp/reports-and-analytics/how-to-create-chat-response-time-metrics.gif](https://static-data.chakrahq.com/documentation-assets/whatsapp/reports-and-analytics/how-to-create-chat-response-time-metrics.gif)

---

Use these powerful metrics to **optimize team performance**, identify bottlenecks, and ensure your customers always get timely responses.

---

URL: https://chakrahq.com/help/chat/api-webhook-integration/how-to-find-plugin-whatsapp-phone-number-id.md.md

Most of the WhatsApp apis will require the following parameters. This doc describes how to figure out the same

- **pluginId** - this is a Chakra Id of your WhatsApp plugin
- **whatsappPhoneNumberId** - this is the Meta Id of your connected WhatsApp phone number

### How to figure out the **pluginId**

- In the WhatsApp setup page, locate the 3 dots icon next to the save button, on the top right corner
- Click the same and click the "Copy Plugin Id" button
- The plugin id is now copied, you can paste it where you need it

![WhatsApp Setup Plugin ID](https://assets.help.chakrahq.com/chat/API WEBHOOKs/PLugin_id_Webhook_APi.png)

### How to figure out the **whatsappPhoneNumberId**

- In the WhatsApp Setup page click on the Gear icon next to "📞 WhatsApp Phone Numbers"

  ![WhatsApp Setup Advanced settings](https://assets.help.chakrahq.com/chat/API WEBHOOKs/WABA_ID_SETUP_API.png)

- In the drawer that opens you will find the Meta ID of each phone number in the phone number column

  ![WhatsApp Setup WABA ID](https://assets.help.chakrahq.com/chat/API WEBHOOKs/WABA_ID_SETUP_API_Webhook.png)

---

URL: https://chakrahq.com/help/chat/automation-settings/chat-automations/chat-automation-triggers.md.md

### How to Add Chatbot Triggers

Go to [Chat Automation](https://app.chakrahq.com/admin/chat-settings#chat-automations)

Choose an appropriate Chat Automation Rule. Configure automation for default chat scenarios.

1. **When a new chat session is opened during off-business hours**: 
> This automation will be triggered when a customer messages your business number 
> during off-business hours (as configured in [Business Hour Settings](https://app.chakrahq.com/admin/business-hours)) 
>  & a new chat session is opened.
2. **When a new chat session is opened**: 
> This automation will be triggered when a customer messages your business number and a new chat session is opened. 
> If the [off-business hours configuration](https://app.chakrahq.com/admin/business-hours) (1) is also added, then this automation will be triggered only during business hours.
3. **When customer sends a message during off-business hours and no keyword based chat trigger is invoked**: 
> Triggered during Off-Business hours only
> NO [Keyword-based trigger](https://app.chakrahq.com/admin/chatbot-settings#chat-triggers) invoked for the chatbot
> This automation is useful to setup an automated chatbot like a ticket booking bot.
4. **When customer sends a message and no keyword based chat trigger is invoked**: 
> Triggered during business hours
> NO [Keyword-based trigger](https://app.chakrahq.com/admin/chatbot-settings#chat-triggers) is invoked 
> This automation is useful to setup an automated chatbot like a ticket booking bot. > If the off-business hours automation (3) is also configured, then this automation will be triggered only during business hours.

![Chat Automation Rule Chatbot](https://assets.help.chakrahq.com/chat/chatbot/Chat_Automation_Chatbot.png)

- Click on `Take Action` and choose **Assign to Chatbot**
- Choose the desired chatbot to assign

---

URL: https://chakrahq.com/help/chat/faqs/faq-general-whatsapp-api/meta-business-verification-rejection-troubleshooting.md.md

# Meta Business Verification — Rejection Reasons & Troubleshooting Guide

**For:** Chakra Chat Support / Onboarding team **Use this when:** A client's Meta Business Verification (submitted directly, or via partner-provided information) comes back rejected, incomplete, or stuck.

This guide has two layers:

1. **Official system reason codes** — what you'll see when a submission is processed via partner-provided information (the exact values Meta returns).
2. **Broader troubleshooting** — for cases submitted directly by the client, where Meta shows a general message rather than a formal code.

Start with Section 1 if you're looking at a partner submission result. Use Section 2 for everything else.

---

## Section 1: Official rejection reason codes (partner-submitted verification)

When business verification is submitted using partner-provided information, Meta returns one of these values. This is the authoritative list — match the code exactly, then follow the fix.

### ADDRESS\_NOT\_MATCHING

**What it means:** The country in the submitted address doesn't match the country on the client's business profile.

**Note:** This checks the *country*, not the full street address — so this is specifically a country-level mismatch, not a minor formatting difference.

**Fix:**

1. Confirm which country is actually correct — check the client's business profile in their Meta account against what was submitted.
2. Either correct the submission to match the profile, or have the client update their business profile to match, then resubmit.
3. Don't guess — confirm with the client which one is wrong before editing anything.

### BUSINESS\_NOT\_ELIGIBLE

**What it means:** The client isn't eligible for verification through partner-provided information for this submission.

**Fix:**

1. This isn't something you can fix by editing and resubmitting the same way.
2. Direct the client to apply for Meta Business Verification **directly** through their own Meta Business Portfolio/Suite, rather than through partner-submitted info.
3. Let them know this is a Meta eligibility decision, not a data error on either side.

### LEGAL\_NAME\_NOT\_MATCHING

**What it means:** The legal name in the submission doesn't match the legal name or business name on the client's business profile. Meta checks this multiple ways — exact match, "fuzzy" match, and normalized match — so even close variations can still fail.

**Fix:**

1. Get the client's exact legal name as it appears on their official registration document — word for word, including suffixes (Ltd, LLC, Inc, GmbH, etc.).
2. Compare it character-by-character against both the submission and the business profile.
3. Correct whichever one is wrong (submission or profile) so they match exactly, then resubmit.

### LEGAL\_NAME\_NOT\_FOUND\_IN\_DOCUMENTS

**What it means:** Automated document review couldn't locate the business legal name anywhere in the uploaded documents. Two common causes:

- The legal name genuinely isn't printed anywhere in the document
- The text is unclear, low-resolution, or otherwise hard to read

**Fix:**

1. Open the submitted document yourself and confirm the legal name is actually printed on it.
2. If it's not there: this document isn't a valid choice — use a different official document that does show the legal name.
3. If it is there but hard to read: get a clearer scan or photo — good lighting, high resolution, no glare, all text sharp — and resubmit.

### MALFORMED\_DOCUMENTS

**What it means:** The uploaded document(s) couldn't be processed at all. Common causes:

- The file is corrupted
- The file is password-protected
- The file format isn't supported

**Fix:**

1. Ask the client how the file was created/exported — password protection is a frequent, easy-to-miss cause.
2. Have them remove any password protection and re-export or re-save the file.
3. Confirm it's in a standard, supported format (PDF, JPG, PNG are generally safest).
4. Re-upload and resubmit.

### NONE

**What it means:** This isn't a rejection — it indicates the submission was **not** rejected. If you see this value, don't treat it as an error to fix.

### WEBSITE\_NOT\_MATCHING

**What it means:** The website domain in the submission doesn't match the website domain on the client's business profile.

**Fix:**

1. Confirm the correct, live domain the client actually wants associated with their business.
2. Either correct the submission to match the profile, or update the business profile to match, then resubmit.
3. While you're in there, it's worth double-checking the site is actually live and clearly shows the business name — a mismatched domain and an *unverifiable* domain are different problems, and it's easy to fix one and still get flagged for the other.

### Quick lookup: official codes

| Code | One-line meaning | Can you fix and resubmit? |
| --- | --- | --- |
| `ADDRESS_NOT_MATCHING` | Country mismatch between submission and profile | Yes |
| `BUSINESS_NOT_ELIGIBLE` | Not eligible via partner-provided info | No — client must apply directly |
| `LEGAL_NAME_NOT_MATCHING` | Name mismatch (exact/fuzzy/normalized) | Yes |
| `LEGAL_NAME_NOT_FOUND_IN_DOCUMENTS` | Name isn't readable/present in the document | Yes, with a better document |
| `MALFORMED_DOCUMENTS` | File is corrupted, locked, or wrong format | Yes, with a fixed file |
| `NONE` | Not a rejection | N/A |
| `WEBSITE_NOT_MATCHING` | Domain mismatch between submission and profile | Yes |

---

## Section 2: Broader troubleshooting (direct client submissions)

If the client submitted verification themselves and got a general "not approved" message rather than one of the codes above, work through this instead.

### Step A — Get the exact message, if there is one

Meta sometimes shows more specific wording even outside the formal codes. Ask the client to copy the exact text — it usually narrows things down fast.

| If the message mentions... | What's actually wrong | Fix |
| --- | --- | --- |
| Glare, edges, dark background, or "the photo you submitted" | Photo/scan quality | Retake: flat surface, dark background, good even light, no glare, all four corners visible |
| "Not clear enough" / "couldn't read your document" | Low resolution scan | Rescan at higher quality |
| "Appears to be cropped or incomplete" | Missing page or edge | Include the whole document, every page, nothing cut off |
| "This document appears to be expired" | Document too old | Use a more recent version |
| "Appears to have been edited or altered" | Looks tampered with, even if unintentional | Submit the original, unedited file |
| "This document type isn't accepted" | Wrong category of document | Use one from the accepted list below |
| Screenshot mentioned | Screenshot instead of a real scan/photo | Take an actual photo or proper scan |
| "Doesn't match the name on your account" | Legal name mismatch | Same fix as `LEGAL_NAME_NOT_MATCHING` above |
| "Doesn't match your submitted document" (address) | Address mismatch | Align formatting exactly |
| "Your website couldn't be verified" | Site issue | Make sure it's live, shows business name/logo, has contact info |
| "We couldn't confirm you own this domain" | Email/domain ownership | Use a company email; be ready to prove domain ownership |
| "Couldn't confirm you're authorized to represent this business" | Authorization issue — handle carefully | See Step D below |
| Just "not approved," no detail | Could be anything | Use the full checklist in Step B |

### Step B — No specific message? Walk through this checklist

Have the client check each of these, in order:

1. Does your business name match your document exactly (including Ltd/LLC/Inc, punctuation)?
2. Does your address match your document exactly, including how it's abbreviated?
3. Is your phone number listed, and does it match?
4. Is your document one Meta actually accepts (see list below)?
5. Is the document recent, clear, and unedited?
6. Is your website live, and does it clearly show your business name, logo, and contact info?
7. Are you using a business email address, not a personal Gmail/Yahoo account?
8. Are you a full admin on the account? Only full admins can submit verification.
9. Do you have at least two admins with two-factor authentication enabled?
10. Has this business, or a connected WhatsApp Business Account, had any past policy issues? If so, that needs resolving first.

### Step C — Accepted document types

**Accepted:**

- Certificate of Incorporation / Formation
- Articles of Incorporation / Association
- Business License or Operating Permit
- VAT certificate or equivalent tax registration
- Business bank account statement (showing business name and address)
- Utility bill in the business's name
- Government-issued business ID / Chamber of Commerce extract
- Business credit report

**Not accepted:**

- Invoices or purchase orders
- Self-filled forms without an official stamp
- Personal tax returns or personal bank statements
- Screenshots, flyers, letterheads, marketing materials
- Anything that looks edited or self-generated

If the document is in an unsupported language, attach a certified translation **alongside** the original — not instead of it.

### Step D — Authorization-type rejections need careful handling

If a message suggests Meta couldn't confirm the client is authorized to represent the business, don't just resubmit right away:

- Confirm the person submitting is genuinely authorized (owner, or someone with clear authority).
- Double-check every piece of submitted info is accurate and consistent.
- Repeated fast resubmissions on this specific type of issue tend to invite more scrutiny, not less — get it right before trying again.

### Step E — General advice for every case

- **Don't resubmit immediately after a rejection.** Fix the specific issue first, then wait before retrying.
- **Check spam/junk folders** — sometimes Meta asks for more info instead of rejecting outright, and a missed request becomes an automatic rejection.
- **Don't change other business details mid-review** (name, address, website) — this can trigger extra scrutiny.
- **A "Verified" pop-up isn't always the full story** — check the actual status in Security Center.
- **If "Start Verification" is greyed out**, the account usually just doesn't have anything connected yet that requires verification — connecting a WhatsApp Business Account typically resolves this.

---

## Escalate when:

- The client has been rejected 3+ times despite following every applicable fix above
- The rejection is `BUSINESS_NOT_ELIGIBLE`, or the message mentions authorization/policy violations
- The account, or a connected WhatsApp Business Account, has a prior restriction that isn't clearing
- Verification has been "in review" far longer than normal with no update

---

---

URL: https://chakrahq.com/help/chat/faqs/whatsapp-api-error-code-troubleshooting/whatsapp-api-integrity-errors.md.md

Integrity errors are returned when the WhatsApp Business Account (WABA) associated with your app has been restricted, disabled, or locked due to a policy violation or a data verification mismatch. These errors are returned as HTTP 403 Forbidden responses.

*Integrity issues are serious and typically require direct resolution with Meta. Chakra Chat will surface these errors in the platform's notification dashboard to alert account administrators.*

**⚠️⚠️ Note:** Businesses using Chakra Chat solution may not be able to resolve the issue directly. 
Reach out to Chakra team to troubleshoot this issue via a [Chakra Ticket](https://app.chakrahq.com/internal-tickets).


---

## **Error 368 - Temporary Block**

**Temporarily Blocked for Policy Violations**

**ERROR CODE**

368

**ERROR SUMMARY**

Temporarily Blocked for Policy Violations

**ERROR DESCRIPTION**

The WhatsApp Business Account associated with your app has been restricted or disabled because it violated a WhatsApp platform policy. This may include sending prohibited content categories, messaging users who have not opted in, exceeding quality thresholds, or violating the WhatsApp Business Policy.

HTTP Status: 403 Forbidden. This error blocks all outbound messaging until the policy issue is resolved.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Review the Policy Enforcement documentation at [https://developers.facebook.com/documentation/business-messaging/whatsapp/policy-enforcement](https://developers.facebook.com/documentation/business-messaging/whatsapp/policy-enforcement) to understand the specific violation.

2. Log in to Meta Business Suite and navigate to the WhatsApp Manager to view any enforcement notices or warnings.

3. Correct the behaviour that triggered the violation. This may involve auditing your message templates, opt-in flows, or content policies.

4. Submit an appeal through Meta Direct Support at [https://business.facebook.com/direct-support](https://business.facebook.com/direct-support) if you believe the restriction was applied in error.

5. If the account has been disabled (not just restricted), you may need to submit a formal reinstatement request.

**OTHER NOTES**

Prevention is critical. Maintain high template quality ratings, ensure all recipients have explicitly opted in to receive WhatsApp messages, and never send spam or deceptive content.

In Chakra Chat, you can monitor your account's quality rating and policy status from the Account Health section under Settings → WhatsApp Account.

---

## **Error 130497 - Account Restricted**

**Business Account Restricted from Messaging in Certain Countries**

**ERROR CODE**: 130497

**ERROR SUMMARY**: Business Account Restricted from Messaging in Certain Countries

**ERROR DESCRIPTION**

The WhatsApp Business Account is not permitted to send messages to users located in specific countries. This restriction is applied based on the business category or industry type of the WhatsApp Business Account, as defined in the WhatsApp Business Messaging Policy.

HTTP Status: 403 Forbidden. Messages sent to users in restricted countries will fail with this error.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Review the WhatsApp Business Messaging Policy at [https://business.whatsapp.com/policy](https://business.whatsapp.com/policy) for the list of countries where messaging is restricted for your specific business category.

2. Filter your recipient lists to exclude phone numbers from restricted countries before sending campaigns or automated messages.

3. If you believe your business category has been incorrectly assigned, contact Meta Support to request a category review.

4. Consider implementing a country-code validation layer in your message dispatch logic in Chakra Chat to prevent sending to blocked regions.

**OTHER NOTES**

Country restrictions are enforced at the platform level and cannot be overridden by the business or by Chakra Chat. You must comply with the geographic restrictions tied to your business category.

This is especially relevant for financial services, healthcare, and regulated industries, which have more geographic messaging restrictions than other business types.

---

## **Error 131031 - Account Lock**

**Account Has Been Locked**

**ERROR CODE**: 131031

**ERROR SUMMARY**: Account Has Been Locked

**ERROR DESCRIPTION**:WhatsApp Business Platform error 131031 means the WhatsApp Business Account (WABA) connected to your API setup has been locked by Meta. While locked, no messages can be sent and no new numbers can be added until the lock is cleared. This error has two distinct root causes, and they require different fixes:

(a) WhatsApp flagged your account for breaking a rule (spam, banned products, too many user complaints, etc.)

(b) something in a verification step didn't match what's on file (most commonly a wrong 2-step PIN).

**RESOLUTION & TROUBLESHOOTING STEPS**

**Step 0 — Find out which of the two it is**

Sign into Meta Business Suite and go to [Business Support Home](https://www.facebook.com/business-support-home).  You can use the [request a review guide](https://help.chakrahq.com/chat/getting-started/get-help-support#request-review-in-meta-business-manager) for your reference.
Meta posts details for any specific violation: a summary of the policy violated, examples of what is and isn't allowed, whether there's an active restriction, and how to appeal. 

**`Note`**: If nothing shows up in Business Support Home, the lock is more likely the verification/PIN type rather than a policy violation.

**Step 1 — If it's a genuine policy violation**

If Business Support Home shows a specific violation, you have two options: fix whatever caused it  (prohibited products, spammy messaging patterns, missing details etc.) and wait, or file an appeal if you believe the flag was wrong. 

**Step 2 — If it's a PIN/verification mismatch**

Have whoever manages the number reset the two-step verification PIN (turn it off, then set a fresh one), then re-register the number in Chakra Chat. 

This is the standard fix when the lock is caused by Meta failing to match submitted verification data rather than an actual rule violation.

`Note`: Not every violation is appealable; some spam-related restrictions just require waiting out the restriction period before messaging resumes.

**Step 3 — For Business Verification and Business Info Update**

- If your WhatsApp Business Account is available for Business Verification, please verify this. Use this guide for [Meta Business verification](https://help.chakrahq.com/chat/getting-started/business-verification-on-facebook-business).
- If your WhatsApp business account profile has missing business info like website, business category, description etc, pleaase update the details in meta Business Manager or directly from the WhatsApp Business app setting in case of Coexistence accounts. Follow the [guide to update the Business Information](https://help.chakrahq.com/chat/getting-started/verify-whatsapp-setup#step-3-update-business-information)

**Step 4 — If neither applies, or the appeal didn't resolve it**

Open a ticket with Meta's Direct Support and reference error code 131031 explicitly, along with your WABA ID. This is the route to take if the account looks clean but remains locked.

---

URL: https://chakrahq.com/help/chat/getting-started/connect-whatsapp-number.md.md

**Overview**

Connect or Migrate your WhatsApp Number to register for the WhatsApp Business API using the Chakra Solution.

**Type of WhatsApp Connection**

1. [Connecting a NEW Phone Number to WhatsApp API](#connect-new-number-to-whatsapp)
2. [Connecting an Existing WhatsApp Business app Number (WhatsApp Coexistence)](#connect-whatsapp-coexistence)
3. [Migrating an Existing WhatsApp Business API Number](#migrate-a-whatsapp-api-number)
4. [Migrate an Existing WhatsApp Coexistence Number](https://help.chakrahq.com/chat/getting-started/connect-whatsapp-number#migrate-a-whatsapp-coexistence-number) 

# **Connect NEW Number to WhatsApp**

***Prerequisites***

- A Phone Number (Not linked to WhatsApp Messenger/WhatsApp Business app/WhatsApp API)
- Facebook Business Manager access

**Steps to Connect a New Number**

[**Video Guide for NEW Number Setup**](https://youtu.be/qXumIujyyUM?si=QED3vZGCTNuIE8Mq)

Go to 👉 [Chakra Chat Dashboard](https://app.chakrahq.com/)

### 1. Connect WhatsApp Number

Go to [Quick Start](https://app.chakrahq.com/quick-start) or  navigate to \*\*WhatsApp Setup\*, click on `Connect with Facebook`. This opens the Embedded Signup (ES) widget.

![Connect WhatsApp Number Facebook](https://assets.help.chakrahq.com/chat/Embedded Signup/WhatsApp_Number_ES_Start.png)

### 2. Grant Permissions

In the Embedded Signup flow, click Get Started to share permissions with ChakraHQ.

![Grant Permissions](https://assets.help.chakrahq.com/chat/Embedded Signup/WhatsApp_Number_ES_Connect.png)

### 3. Select Business Portfolio

Create OR Select a Business Portfolio

![Select Business Portfolio](https://assets.help.chakrahq.com/chat/Embedded Signup/WhatsApp_Number_ES_Portfolio_1.png)

### 4. Select or Create WhatsApp Business Account

- **Create a New** WhatsApp Business Account (WABA)
- **Choose an Existing** WhatsApp Business Account (WABA)

![Select Business Account](https://assets.help.chakrahq.com/chat/Connection/Select_WhatsApp_Business_Account.png)

### 4.a Create a New WhatsApp Business Account

![Create New WhatsApp Business Account](https://assets.help.chakrahq.com/chat/Embedded%20Signup/WhatsApp_Number_ES_WhatsApp_Business_New.png)

Add the following details:

- Name
- Cateogry
- Country
- Website
- TimeZone

**Choose OPTION 1 to Create a WhatsApp Business account OR OPTION 3 (Choose an Existing WhatsApp Business Account)**

### 5. Add your WhatsApp phone number

- In the the *Add your WhatsApp Phone Number* section choose `Add a New Number`, `Verify` and continue with the setup

![Add your WhatsApp phone number](https://assets.help.chakrahq.com/chat/Embedded%20Signup/WhatsApp_Number_ES_Add_New_Number.png)

### 6.  Add your WhatsApp Number

Choose your WhatsApp Number type using the 2 options. Use your New Number or a display name provided by WhatsApp Free of Charge.

![Add WhatsApp Number ](https://assets.help.chakrahq.com/chat/Embedded Signup/WhatsApp_Number_ES_Add_New_Number.png)

#### Add a New Number

![Add New Number](https://assets.help.chakrahq.com/chat/Embedded Signup/WhatsApp_Number_ES_WhatsApp_Business_Number.png)

#### Use a Display Name Only

WhatsApp Provides a Virtual Number `+1 555 series` which is Display FREE of cost. This can be used for small volume use cases and testing purposes.

![Add Display Number](https://assets.help.chakrahq.com/chat/Embedded Signup/WhatsApp_Number_ES_Add_New_Display.png)

### 7. Verify Phone Number

Confirm the number using the Call or Text verification option.

![Verify Phone Number](https://static-data.chakrahq.com/assets/images/whatsapp/aug-11-2025/Setup_Normal_Verify_Phone.png)

### 8. Review Access Request

Check the access request details in the Embedded Signup flow.

![Review Access Request](https://assets.help.chakrahq.com/chat/Embedded Signup/WhatsApp_Number_ES_Confirm.png)

### 9. Setup COMPLETE

Your WhatsApp Business account is now connected. Return to the Chakra Dashboard to Verify the Connection.

![Setup Complete](https://static-data.chakrahq.com/assets/images/whatsapp/WhatsApp%20Setup-%20Normal%20-%20V2%20/You_re%20now%20ready%20to%20chat%20with%20people%20on%20WhatsApp%20-%20Normal%20-14.png)

### 10. Verify Connection

Return to the WhatsApp Setup section in the left-side navigation in Chakra Chat, where your connected WhatsApp number will be displayed.

![Verify Connection](https://static-data.chakrahq.com/assets/images/whatsapp/Payment-%20Meta%20Charges-%201/Meta%20Payment%20-%20Verified%20Business%20Info%20-%201..png)

# **>Connect WhatsApp Coexistence**

⚠️ Please Note **Meta currently doesn't support display names for Coexistence** except for Meta verified WhatsApp Business app accounts.

**Prerequisites**

- A WhatsApp Business number
- An Active WhatsApp Business app
- Facebook Business Manager access

[**Video Guide for COEXISTENCE Number Setup**](https://youtu.be/PPY8luWniIQ?si=5gWdf8K3ZsSUjeOR)

**Step to Connect an existing WhatsApp Business app number**

### 1. Connect WhatsApp Number

Go to [Quick Start](https://app.chakrahq.com/quick-start) or  navigate to \*\*WhatsApp Setup\*, click on `Connect with Facebook`. This opens the Embedded Signup (ES) widget.

![Connect WhatsApp Number Facebook](https://assets.help.chakrahq.com/chat/Embedded Signup/WhatsApp_Number_ES_Start.png)

### 2. Grant Permissions

In the Embedded Signup flow, click Get Started to share permissions with ChakraHQ.

![Grant Permissions](https://assets.help.chakrahq.com/chat/Embedded Signup/WhatsApp_Number_ES_Connect.png)

### 3. Select Business Portfolio

Create OR Select a Business Portfolio

![Select Business Portfolio](https://assets.help.chakrahq.com/chat/Embedded Signup/WhatsApp_Number_ES_Portfolio_1.png)

### 4. Select WhatsApp Business Account

Select `Connect a WhatsApp Business app` option for connecting your WhatsApp Business app using Coexistence (CoEx)

![Select Business Account](https://assets.help.chakrahq.com/chat/Connection/Select_WhatsApp_Business_CoEx_.png)

#### Choose the Connect a WhatsApp Business app OPTION 2

### 5. Input WhatsApp Business Number

Enter your WhatsApp Business phone number.

![WhatsApp Business Number](https://static-data.chakrahq.com/assets/images/whatsapp/aug-8-2025/Setup-Coexistence-Add%20Phone-7.png)

### 6. Confirm/Edit WhatsApp Business

Confirm or update your WhatsApp Business Account details as needed.

![Verify or Edit Account](https://static-data.chakrahq.com/assets/images/whatsapp/aug-8-2025/Setup-Coexist-Confirm%20or%20edit%20your%20WhatsApp%20Business%20account-8.png)

#### 7. Review Access Request

Check the access request details in the Embedded Signup flow.

![Review Access Request](https://static-data.chakrahq.com/assets/images/whatsapp/WhatsApp%20Setup-%20Normal%20-%20V2%20/Review%20ChakraHO%20Connect_s%20access%20request%20-%20Normal%20-11.png)

### 8. Share Contacts and Chats

A QR Code will show up at the WhatsApp Embedded Sign Up Step. Next, you will need to scan this from your Scanning Option in your WhatsApp Business App.

![Share Contact and Chats](https://static-data.chakrahq.com/assets/images/whatsapp/WhatsApp%20Coexistence%20SS%20-%202/Setup-coexist-Share%20your%20contacts%20and%20chats-10.png)

**Open your WhatsApp Business App now**

### 9. Open WhatsApp Message from Facebook

Open your `WhatsApp Business app`, where you would've received a message from `Facebook`. `Click on Scan QR Code` to proceed.

![Scan QR Code](https://static-data.chakrahq.com/assets/images/whatsapp/WhatsApp%20Coexistence%20SS%20-%202/Screenshot%202025-07-31%20at%204.02.12%20PM.png)

### 10. Connect to Business Platform

Click on `Connect to the Business Platform`

![Connect to the Business Platform](https://static-data.chakrahq.com/assets/images/whatsapp/WhatsApp%20Coexistence%20SS%20-%202/Screenshot%202025-07-31%20at%204.02.22%20PM.png)

### 11. Share Chat History

Choose any of the below options and then click on `Connect`

- **Share All Chats**: To Share all chats of last 6 months
- **Don't Share Chats** To not share any chat history

![Share Chat History](https://static-data.chakrahq.com/assets/images/whatsapp/aug-8-2025/Setup-Coexist-Share%20chat%20history-11.png)

### 12. Scan QR Code

`Scan the QR code` in the Chakra Setup (Embedded Sign Up) at step 8, using the business app's Scan QR Code option.

![Scan QR Code](https://assets.help.chakrahq.com/chat/Embedded Signup/Scan the QR code you received.png)

[https://assets.help.chakrahq.com/chat/Embedded](https://assets.help.chakrahq.com/chat/Embedded) Signup/Scan the QR code you received.png

### 13. Connected to Chakra Chat

![You're connected](https://static-data.chakrahq.com/assets/images/whatsapp/WhatsApp%20Coexistence%20SS%20-%202/Setup-Coexist-%20Connected-13.png)

Your WhatsApp Business Number is now connected with Chakra Chat - WhatsApp Business API. Refresh the `WhatsApp Setup` page to check the connection.

# **>Migrate a WhatsApp API number**

Before starting the signup process in Chakra Chat, ensure **two-factor authentication (2FA) is disabled** in your existing WhatsApp Business Account.

### Disable 2-step-authentication

**Option 1**: Request your current WhatsApp Solution Provider (BSP) to disable this.

**Option 2**: Disable the Two-factor authentication (2FA) directly in your WhatsApp Business Manager:

### 1. Go to WhatsApp Manager

Go to 👉 [WhatsApp Manager in Facebook Business](https://business.facebook.com/latest/whatsapp_manager/phone_numbers)

### 2. 2-Step-Verification

Select the relevant phone number and navigate to the Two-step verification tab

![Select Phone Number](https://static-data.chakrahq.com/assets/images/whatsapp/2%20Factor%20Authentication%20Off/Migration-2FA%20Off-%201.png)

### 3. Turn-off 2-step-verification

Click on turn-off-two-step verification

![Turn-Off 2FA](https://static-data.chakrahq.com/assets/images/whatsapp/2%20Factor%20Authentication%20Off/Migration-2FA%20Off-%202.png)

### 4. Continue with WhatsApp API setup

Once the 2FA is disabled in the existing WhatsApp Business Account, continue with the setup process for connecting a [NEW WhatsApp Number](https://help.chakrahq.com/chat/getting-started/setup-whatsapp-account/connecting-whatsapp#connect-new-number-to-whatsapp).

# 
>Migrate a WhatsApp Coexistence Number

 A WhatsApp Business number already connected with WhatsApp Business API (using coexistence) with another BSP. The migration steps are as below:

Please follow the steps to disconnect your current Coexistence Setup with another BSP.


### **1. Disconnect Existing Coexistence**

Go to your WhatsApp Business App. If you notice your previous BSP app connected in the WhatsApp business platform, disconnect it.

- Go to the WhatsApp Business App. In Settings -> Account -> Business Platform
- Click on the BSP app -> Disconnect. Complete. the Disconnection process

[**Disconnect Coexistence Help Guide**](https://help.chakrahq.com/chat/getting-started/disconnect-waba-and-delete-account#disconnect-whatsapp-coexistence)

![Disconnect_Current_BSP_WhatsApp_Business_Platform](https://assets.pages.chakrahq.com/media/Disconnect_Current_BSP_WhatsApp_Business_Platform.png)

### 
**2. Connect CoExistence in Chakra**

- Wait for 15 minutes after Step #1. 
- Next, try connecting your number in Chakra using Coexistence, following this [Coexistence setup guide](https://chakrahq.com/help/chat/getting-started/connect-whatsapp-number#connect-whatsapp-coexistence) 

⚠️⚠️ If an error is encountered at Step [#2](https://keep.google.com/#label/2), that the number with the message:

*"The company is already sharing this WhatsApp Business account with a partner. This process doesn't allow you to change partners. Disconnect the current partner in the WhatsApp Business app, and then return to connect a new partner."* 

**ℹ️ Please follow the steps 3 to 5 in this case.** 


### **3. Check Meta Business Business**


Go to [WhatsApp Manager in Meta Business Manager ](https://business.facebook.com/latest/settings/whatsapp_account)


- Check if the WABA is disconnected from your Meta Business Manager.
- If the number is connected in the WhatsApp Business Manager, follow the below steps.
- Try removing the WABA 
    - Go to `•••`
    - Click on Remove from Business portfolio

![Remove_From_Business_Portfolio](https://assets.pages.chakrahq.com/media/Remove_From_Business_Portfolio.png)

- If removing the WABA is not allowed due to *"You're unable to remove this WhatsApp business account because it is shared with a partner. If you want to remove this account, you must remove the partner first."* 

![account because it is shared with a partner Coexistence Error](https://assets.pages.chakrahq.com/media/Connected_Phone_Partner_Existing_Error.png)

### **4. Stop existing Subscription**

If the WABA is linked to your Meta Business Manager and removing the connected WhatsApp number is disabled in point #3. 

- Do ensure your subscription is fully cancelled and payments settled with your previous BSP for a smooth migration. 
- Reach out to the previous BSP support team to unlink this.

### **5. Reset WhatsApp Account**

If you still get the below error after trying the steps to remove all previous association:

 *"The business is already sharing this WhatsApp Business account with a partner. Switching partners is not supported in this flow. Disconnect the current partner in the WhatsApp Business app, then return here to connect a new partner"* 

[Reset the WhatsApp Business account](https://chakrahq.com/help/learning-centre/whatsapp-business/reset-whatsapp-business-app) is the ideal solution to the issue. 


### **6. Connect Coexistence in Chakra**

Once the previous WABA for Coexistence is unlinked completely, follow the steps to connect the number using this guide [Coexistence Setup in Chakra](https://help.chakrahq.com/chat/getting-started/setup-whatsapp-account/connecting-whatsapp#migrate-a-whatsapp-coexistence-number)


*Your WhatsApp Number is now connected with Chakra Chat. You can start receiving Inbound Messages now.*

---

URL: https://chakrahq.com/help/chat/shared-chat-inbox/managing-chats/how-to-configure-custom-attributes.md.md

# Chat Attributes Overview

---

## Steps to Create Chat Attributes

Follow these steps to create a new Chat Attribute:

1. Click `+ Add Chat Attributes`.

   ![Add Chat Attribute](https://static-data.chakrahq.com/assets/images/whatsapp/aug-22-2025/Chat_Attribute_Add_1.png)

2. Choose `Standard Attribute`.

   ![Standard Attribute](https://static-data.chakrahq.com/assets/images/whatsapp/aug-22-2025/Chat_Attribute_Create_Standard_2.png)

3. Add the following details, then click `Create`:

- **Name 📝**: A friendly name for your attribute (e.g., Delivery Preference).
- **Short ID**: Automatically populated (customize it with lowercase alphanumeric characters, no spaces).
- **Attribute Type 🔢**: Select the data type (e.g., String for basic text, Multistring for Label format with color, etc.).
   ![Configure Chat Attribute](https://static-data.chakrahq.com/assets/images/whatsapp/aug-22-2025/Chat_Attribute_Attribute_Details_3.png)

4. **Add Options in Multistring Type Attribute \\[Optional]**:

- Add an option to appear as a dropdown and choose a desired color. Click `Update`.
   ![Multistring attribute dropdown](https://static-data.chakrahq.com/assets/images/whatsapp/aug-26-2025/Chat_Inbox_Attribute_MultiString_Config.png)

---

For further assistance, refer to additional resources or contact support

---

URL: https://chakrahq.com/help/chat/ai-and-automations/ai-setup/how-to-setup-an-ai-bot-for-product-shopping.md.md

**How to setup an AI bot for product shopping (WhatsApp Store)**

Easily guide your customers through your product catalog on WhatsApp using a smart AI chatbot powered by Chakra. This tutorial walks you through setting up a **Product Recommendation Bot** using Chakra’s AI capabilities.

> ✅ **Before You Start**  Make sure you've already:- Created a **Meta Commerce Catalog** and linked it to your WhatsApp account  - Connected your catalog to **Chakra** and synced the products  

---

#### Create a Product Content Source

Before you can start recommending products via AI, you need to create a **Content Source** for your products.

1. Navigate to: [Admin > AI Settings > AI Content Source](https://app.chakrahq.com/admin/ai-settings#content-sources)
2. Click the **`New Content Source`** button (top right)
3. In the modal:

- **Name**: Enter something like `Products`
- **Content Source Type**: Select `Products`
- **Which Products**: Choose `All`

4. Click **`Create`** to finish

This step indexes all your products into an AI-ready content source.

---

#### Create the AI Shopping Chatbot

Now let’s build the chatbot that uses this product source.

1. Go to: [Admin > Chat Settings > Chatbots](https://app.chakrahq.com/admin/chat-settings#chatbots)
2. Click **`Create Chatbot`**
3. Rename the chatbot to **Shopping Bot**
4. Edit the **Welcome node**:

- Message: `Hi this is Shopping bot`

5. From the left panel, drag and drop **AI Product Search** onto the canvas
6. Connect the **Welcome node** to the **AI Product Search** node

##### Configure AI Product Search Node

- **Content Source**: Select `Products` (from Step 1)
- **Stop Keywords**: (Optional) Add any stop keywords (case insensitive)
- **Header Text**: e.g., `Product Recommendations`
- **Body Text**: e.g., `Here are our recommendations`
- **Footer Text**: e.g., `Type stop to end this chatbot`
- **Catalog ID**: Add your Meta Commerce Catalog ID
- **Products Section Title**: e.g., `All Recommendations`
- **No Answer Message**: (Optional) Message shown when no results found
- **Thank You Message**: Add a final step to thank the user

7. Click **Save**
8. Mark the chatbot as **Active**

Once triggered, this bot will continue assisting users until a stop keyword is entered.

---

#### Add a Chat Trigger

Set up a trigger to launch the bot based on user messages.

1. Go to: [Admin > Chat Settings > Chat Triggers](https://app.chakrahq.com/admin/chat-settings#chat-triggers)
2. Click **`Create Chat Trigger`**
3. In the new page:

- **Keyword**: `ShopBot`
- **Matching Strategy**: Select `Starts With`   *(e.g., "ShopBot show me mugs")*
- **Actions**: Choose `Trigger Chatbot` and select your **Shopping Bot**

4. Click **Save**

---

You’ve now created a smart, AI-powered shopping assistant for your WhatsApp store. Test it out and start converting chats into sales!

---

URL: https://chakrahq.com/help/chat/broadcasts-and-bulk-messaging/track-campaign-message-delivery-status.md.md

# How to Track Campaign Message Delivery Status in Chakra Chat

This guide explains how to check the real-time delivery status of every message sent in a WhatsApp campaign, including detailed error codes and recommended solutions.

### Steps to View Delivery Status

1. Go to the **Campaigns** tab in the left sidebar
2. Click on the specific campaign you want to check

![Campaign Tracking](https://assets.help.chakrahq.com/campaign/Campaign Tracking/Chakra_Campaign_Tracking.png)

1. Click on the **Status** tab (next to Overview, Builder, etc.)

![Campaign Detailed Tracking](https://assets.help.chakrahq.com/campaign/Campaign Tracking/Chakra_Campaign_Tracking_Details.png)

You will now see a complete recipient-level report.

### Understanding the Status Tab

The Status tab is divided into three main sections:

#### 1. Attempt Errors Breakdown

Summary of contacts where Chakra did **not even attempt** to send the message (e.g., invalid number, etc.).

#### 2. Delivery Errors Breakdown

Summary of messages that Chakra sent to WhatsApp/Meta, but WhatsApp **failed to deliver** to the recipient.

#### 3. Campaign Status List (Main Table)

Detailed row-by-row status for every recipient.

| Field | Description |
| --- | --- |
| Lead | Lead ID of the contact |
| Email/Phone Number | Recipient's phone number |
| Last Step Timestamp | When the last campaign step was triggered (visible in Builder) |
| Last Step Executed | Name of the campaign |
| Last Step Status | Status of the last executed step |
| Last Step Details | Additional info about the last step |
| Delivery Status | Final delivery outcome (Delivered, Read, Sent, Failed, etc.) |
| Delivery Error Message | Error description + Error Code if the message failed |

#### 4. Download Campaign Delivery Report

Use the Download button ⬇️ to download the campaign in a csv file

![Campaign Report Download](https://assets.help.chakrahq.com/campaign/Campaign Tracking/Chakra_Campaign_Tracking_download_.png)

### Common WhatsApp Delivery Error Codes & Solutions

| Error Code | Reason | Suggested Solution |
| --- | --- | --- |
| **131026** | Recipient number is not on WhatsApp OR user hasn't accepted latest ToS/Privacy Policy OR using outdated WhatsApp version | Ask the user (via SMS/email/call) to: • Confirm they can message your business number • Accept latest Terms (Settings → Help) • Update WhatsApp to: Android ≥ 2.21.15.15, iOS ≥ 2.21.170.4 |
| **131042** | Business account payment or eligibility issue | Go to WhatsApp Manager → Check billing & payment method. Ensure credit line is active and not over limit. Verify WABA is not suspended/deleted. Set timezone & currency if missing |
| **131049** | Meta blocked the message to protect ecosystem (usually marketing template limit) | This is commonly caused by **per-user marketing template limit**. Wait at least **24 hours** before retrying the same user. Do not resend immediately — it will fail again. |
| **131056** | Pair rate limit: Too many messages sent from your number to the same recipient in a short time | Wait a few minutes/hours before messaging the same user again. You can still message other users immediately. Recommended: Enable Rate Limit in Chakra → Campaign Step 4 |
| **131048** | Too many previous messages blocked/flagged as spam → Phone number quality rating dropped | Check your template quality & messaging limits in WhatsApp Manager. Improve quality rating before sending more marketing messages. |
| **131051** | Unsupported message or template type | Use only supported message/template types (see WhatsApp documentation). |
| **131052** | Media file could not be downloaded by WhatsApp | Ask the user to resend the media via another channel or re-upload a smaller/correctly formatted file. |

### Tips to Reduce Delivery Errors

- Always validate phone numbers are active WhatsApp numbers before importing.
- Use Chakra's built-in rate limiting (Step 4 of campaign creation) to avoid 131056.
- Monitor your WhatsApp Business Account quality rating daily.
- Avoid sending the same marketing template to the same user within 24 hours.

If you still face issues after following the above solutions, contact Chakra support with the campaign ID and the specific phone numbers/error codes. Create a [ticket](https://app.chakrahq.com/internal-tickets)

You're all set! You can now confidently track and troubleshoot every campaign message delivery.

---

URL: https://chakrahq.com/help/chat/reports-and-analytics/how-to-export-data.md.md

# How to Export Reports (CSV) in Chakra

Chakra allows you to export any chart or report data to a CSV file, so you can analyze it further in tools like Excel or Google Sheets.

---

1. Go to the [Dashboard List](https://app.chakrahq.com/chart-dashboards)
2. Click on the dashboard containing the report you want to export
3. Find the specific chart or visualization you want to export
4. Hover over the top-right corner of the chart
5. Click the three-dot menu (⋮)
6. Select **Export CSV** from the dropdown
7. The CSV file will be downloaded to your system

![https://static-data.chakrahq.com/documentation-assets/whatsapp/reports-and-analytics/how-to-export-csv.gif](https://static-data.chakrahq.com/documentation-assets/whatsapp/reports-and-analytics/how-to-export-csv.gif)

---

##  Notes

- You can export multiple charts individually.
- Great for sharing raw data with teams or doing offline analysis.

---

Now you can easily export and work with your report data outside of Chakra!

---

URL: https://chakrahq.com/help/chat/broadcasts-and-bulk-messaging.md.md

<DocCardList />

---

URL: https://chakrahq.com/help/chat/faqs/whatsapp-api-error-code-troubleshooting/whatsapp-api-throttling-errors.md.md

Throttling errors are returned when your application or WhatsApp Business Account has exceeded a rate limit set by Meta. These are among the most common operational errors in high-volume messaging environments and require careful handling to avoid message loss.

*WhatsApp Cloud API has multiple layers of rate limiting — at the app level, the WABA level, the throughput level, and the per-recipient level. Each has its own error code.*

---

## 
**Error 4 - API Too Many Calls** 

**App-Level Rate Limit Reached**

**ERROR CODE**

4

**ERROR SUMMARY**

API Too Many Calls — App-Level Rate Limit Reached

**ERROR DESCRIPTION**

The application has exceeded its Graph API call rate limit. This is an app-level rate limit, distinct from the message throughput limit. It applies to the total number of API calls made by the app across all endpoints.

HTTP Status: 400 Bad Request. The API call rate limit is calculated on a rolling basis and is visible in the App Dashboard.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Log in to the Meta App Dashboard and navigate to your app. In the 'Application Rate Limit' section, verify that the limit has been reached.

2. Implement exponential backoff with jitter in your retry logic. When you receive a 4 error, wait before retrying — start with a 1-second delay and double it with each retry attempt.

3. Reduce the frequency of API calls by batching requests where possible. For example, instead of making individual status checks per message, aggregate them.

4. Review whether any background processes are making redundant API calls and optimise them.

5. If sustained high API call volumes are necessary, consider requesting a rate limit increase from Meta.

**OTHER NOTES**

Chakra Chat implements automatic retry logic with backoff for transient errors including Error 4. You can review retry behaviour in Settings → Advanced → Retry Configuration.

This error is different from 130429 (throughput limit) — Error 4 is about total API call frequency, not message send throughput.

---

## **Error 80007 - Rate Limit Issues** 

**WhatsApp Business Account Rate Limit Reached**

**ERROR CODE**

80007

**ERROR SUMMARY**

Rate Limit Issues — WhatsApp Business Account Rate Limit Reached

**ERROR DESCRIPTION**

The WhatsApp Business Account has reached its account-level rate limit. This applies specifically to the WABA and is separate from the application-level rate limit (Error 4) or the throughput limit (Error 130429).

HTTP Status: 400 Bad Request. WABA-level rate limits are tied to the account's quality rating and messaging tier.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Refer to the WhatsApp Business Account Rate Limits documentation at [https://developers.facebook.com/documentation/business-messaging/whatsapp/about-the-platform#rate-limits](https://developers.facebook.com/documentation/business-messaging/whatsapp/about-the-platform#rate-limits).

2. Implement a message queue with rate limiting in your sending pipeline. Chakra Chat's campaign scheduling feature can distribute message sends over time to stay within limits.

3. Monitor your WABA's current messaging tier in WhatsApp Manager and work towards tier upgrades by maintaining high engagement rates and template quality.

4. Spread campaigns across multiple phone numbers if you have a multi-number setup to distribute the load.

5. Wait for the rate limit window to reset before retrying.

**OTHER NOTES**

WhatsApp Business Accounts start with a messaging limit of 1,000 unique contacts per 24-hour rolling window (Tier 1) and can scale up to 10M+ with quality maintenance.

Sending messages to many users who don't respond or who block your number can lower your quality rating, which in turn reduces your rate limit tier.

---

## **Error 130429 - Rate Limit Hit** 

**Cloud API Message Throughput Exceeded**

**ERROR CODE**

130429

**ERROR SUMMARY**

Rate Limit Hit — Cloud API Message Throughput Exceeded

**ERROR DESCRIPTION**

The Cloud API message throughput limit has been reached. Throughput refers to the number of messages per second (MPS) that can be sent from a specific business phone number. The default throughput is 80 MPS, which can be increased.

HTTP Status: 400 Bad Request. This error is one of the most common in high-volume sending environments and requires robust retry logic.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Implement exponential backoff retry logic. When you receive this error, pause message sending and retry after increasing intervals (e.g., 1s, 2s, 4s, 8s, etc.).

2. Review and optimise your message dispatch rate. Ensure your sending pipeline is not exceeding 80 MPS per phone number.

3. For higher throughput requirements, contact Meta to request a throughput upgrade. Enterprise accounts can achieve throughput in the thousands of MPS.

4. Distribute sending load across multiple business phone numbers to effectively multiply your total throughput capacity.

5. Use Chakra Chat's campaign throttling settings to configure a maximum send rate that stays within API limits.

**OTHER NOTES**

Throughput limits apply per phone number, not per WABA. A WABA with 3 phone numbers has a total potential throughput of 3x the per-number limit.

See the Throughput documentation at [https://developers.facebook.com/documentation/business-messaging/whatsapp/throughput](https://developers.facebook.com/documentation/business-messaging/whatsapp/throughput) for details on default and maximum limits.

---

## **Error 131048 - Spam Rate Limit Hit** 

**Phone Number Messaging Restriction**

**ERROR CODE**

131048

**ERROR SUMMARY**

Spam Rate Limit Hit — Phone Number Messaging Restriction

**ERROR DESCRIPTION**

The business phone number has been restricted from sending messages because too many previous messages were blocked by recipients or flagged as spam. This is a quality-based rate limit that is separate from volume-based throughput limits.

HTTP Status: 400 Bad Request. This error signals a serious quality issue with your messaging content or targeting.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Immediately stop sending messages from the affected phone number and investigate the root cause.

2. Check your template quality ratings in WhatsApp Manager. Identify templates with low quality scores or that have been paused.

3. Review your recipient targeting strategy. Ensure you are only messaging users who have explicitly opted in and are likely to engage with your messages.

4. Avoid sending unsolicited promotional messages, especially to cold audiences.

5. Monitor the Template Quality documentation at [https://developers.facebook.com/documentation/business-messaging/whatsapp/templates/template-quality](https://developers.facebook.com/documentation/business-messaging/whatsapp/templates/template-quality) and improve content accordingly.

6. Gradually resume sending with improved content and better-targeted audiences to rebuild your quality rating.

**OTHER NOTES**

This error is a strong signal that your messaging quality needs immediate attention. Continuing to send will likely worsen the restriction.

Chakra Chat's Template Analytics dashboard provides quality metrics per template to help you identify which messages are generating negative signals.

---

## **Error 131056 - Pair Rate Limit Hit**

**(Business Account, Consumer Account) Pair Rate Limit Hit**

**ERROR CODE**

131056

**ERROR SUMMARY**

(Business Account, Consumer Account) Pair Rate Limit Hit

**ERROR DESCRIPTION**

Too many messages have been sent from the business phone number to the same recipient phone number in a short period of time. WhatsApp enforces per-pair rate limits to prevent businesses from overwhelming individual users.

HTTP Status: 400 Bad Request. This is a recipient-specific limit.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Wait before retrying messages to the same recipient. The rate limit applies specifically to the sender-recipient pair.

2. You can continue sending messages to other recipients without waiting — this error does not block all outbound messaging.

3. Review your automation flows in Chakra Chat to ensure you are not inadvertently sending multiple messages in rapid succession to the same user.

4. Implement deduplication logic to prevent duplicate messages being sent to the same number.

**OTHER NOTES**

This error is designed to protect end-users from being flooded with messages from a single business. It is normal to encounter it occasionally in high-frequency chatbot or automation scenarios.

The rate limit window for this error is not publicly documented by Meta, but is generally a few seconds to minutes. Implementing a short delay before retry is sufficient in most cases.

---

## **Error 133016 - Account Register Limit**

**Account Register/Deregister Rate Limit Exceeded**

**ERROR CODE**

133016

**ERROR SUMMARY**

Account Register/Deregister Rate Limit Exceeded

**ERROR DESCRIPTION**

The business phone number has been blocked from registration or deregistration because too many attempts were made in a short period of time. This is a security-oriented rate limit to prevent abuse of the registration endpoint.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Stop attempting to register or deregister the phone number immediately.

2. Wait for the block to lift automatically. The duration is specified in the 'details' field of the error response.

3. Review the Registration documentation (https://developers.facebook.com/documentation/business-messaging/whatsapp/business-phone-numbers/registration) for limitations on registration attempts.

4. Identify why multiple registration attempts were being made. This could indicate a bug in your provisioning flow.

**OTHER NOTES**

Repeated registration/deregistration is an unusual operation in production. If you are hitting this limit regularly, it suggests a misconfiguration in your onboarding or phone number management pipeline.

---

URL: https://chakrahq.com/help/chat/getting-started/setup-payment-on-whatsapp-business.md.md

#### Overview

Your billing for Meta charges (messaging charges @ standard rate card charges) is billed directly by Meta. So, for enabling outbound messages, you need to add a payment method directly in the Facebook Business Billing Hub and business info (tax details as applicable).

Learn more how pricing, charges work in Chakra Chat in this [**Payment Charges Guide**](https://help.chakrahq.com/chat/getting-started/setup-whatsapp-account/understanding-pricing-and-charges)

- **Note 1:**  Template Messages can successfully sent only after successful verification of the payment details (Payment  Method and Business Info)
- **Note 2:** It may take upto 24 Hours after successful addition of Payment method and Business Info (Tax ID as applicable) to verify the payment details. 

## Prerequisites

- A Payment Method
    - International Payments should be enabled
    - Online Transaction should be Enabled
    - Some banks may block Meta payments, in case of issues in adding the payment contact your bank or try a different Bank Payment Card
- Business Info details (including Tax details as applicable per local regulations)

**Meta will verify the payment details within 24 Hours and then you can start sending template messages**

## **Step-by-Step Guide**

### 1) Access Payment Setup

Option 1: During the final stage of the Embedded Signup flow, select **Add Payment Method**.

![Add Payment Method](https://static-data.chakrahq.com/assets/images/whatsapp/WhatsApp%20Setup-%20Normal%20-%20V2%20/You_re%20now%20ready%20to%20chat%20with%20people%20on%20WhatsApp%20-%20Normal%20-14.png)

Option 2: Go to  👉 [Chakra Chat Dashboard](https://app.chakrahq.com/), navigate to WhatsApp Setup. In the WhatsApp Phone Numbers section, click **Payment Methods**.

![Add Payment Method](https://static-data.chakrahq.com/assets/images/whatsapp/Payment-%20Meta%20Charges-%201/Meta%20Payment%20-%20Verified%20Business%20Info%20-%201..png)

### 2) Add Payment Method

- On the Facebook Business - Billing and Payment page, locate the Payment Method section and click Add **Payment Method**.

![Add Payment Method](https://static-data.chakrahq.com/assets/images/whatsapp/Payment-%20Meta%20Charges-%201/Meta%20Payment%20-%20Verified%20Business%20Info%20-2.png)

- In the Add Payment Information pop-up, select your preferred payment method and **click Next**. Enter your card details and then click **Save**.

  ![nter Payment Details](https://static-data.chakrahq.com/assets/images/whatsapp/Payment-%20Meta%20Charges-%201/Meta%20Payment%20-%20Verified%20Business%20Info%20-4.png)

### 3) Update Business Information

- On the Facebook Business - Billing and Payment page, go to the Business Info section and **click Edit**.

  ![Edit Business info](https://static-data.chakrahq.com/assets/images/whatsapp/Payment-%20Meta%20Charges-%201/Meta%20Payment%20-%20Verified%20Business%20Info%20-5.png)

- In the Business Info form, provide the required business details and include tax information as required by local regulations. **Click Save** to confirm.

  ![Edit Business info](https://static-data.chakrahq.com/assets/images/whatsapp/Payment-%20Meta%20Charges-%201/Meta%20Payment%20-%20Verified%20Business%20Info%20-6.png)\\\\

**End**: The payment method for Meta charges (WhatsApp messaging charges) is now set up. You can start sending outbound messages using message templates. It may take some time for the business info to be verified.

---

URL: https://chakrahq.com/help/chat/broadcasts-and-bulk-messaging/how-to-create-a-form-template.md.md

**Overview:**

You can send native forms on WhatsApp by using Flow templates. Please follow the steps below to configure a sample KYC form.

#### Setup a New template

- Go to [WhatsApp Business Manager](https://business.facebook.com/latest/whatsapp_manager/message_templates)
- Click `Manage Templates` button. Then Click on `Create Template`

![Create_Template_Flows](https://assets.pages.chakrahq.com/media/Create_Template_Flows.png)

#### Configure the template

- Name your template and choose appropriate language
- Under "Flow Setup", click `Create New`
- Choose the option `Custom Form`
- You will be taken the form configuration screen
- Add relevant fields to your form
- For example, lets say you want to capture name and email address
- First name the form as "KYC Form"
- Expand the body section and delete it or change the text to suit your needs
- Click `Add Content` and choose `Short Answer` under `Text Answer`
- This adds a new text input
- Add `Your Name` as the label of this new input
- Click `Add Content` again and choose `Short Answer` under `Text Answer`
- But now first choose the type of this input as Email
- Add `Your Email` as the label of this new input
- You can use the `Required` toggle to mark which fields are mandatory
- Click Save to save the flow
- Fill out the rest of the message template details
- Save this template

![Form Flow Configuration](https://static-data.chakrahq.com/documentation-assets/message-templates/create-a-flow.gif)

#### Handling flow responses

You can configure the handling of responses gathered from flow template messages by accessing the Flow section of your WhatsApp plugin. More details on the same can be found [here](/chat/chat-settings/whatsapp-flows/how-to-handle-whatsapp-flow-responses).

---

URL: https://chakrahq.com/help/chat/ai-and-automations/ai-setup/how-to-setup-an-ai-bot-for-your-content.md.md

# Overview

Speed up your response time and improve accuracy using Chakra’s AI-reply feature. With AI, you can instantly generate smart replies to customer queries—powered by your configured content.

⚠️ Make sure you’ve set up your AI Content Sources before using this feature. Use the Add AI Content guide

### Configure AI-reply in Builder

⚠️ Note: Learn about the [Chatbot Basics](https://help.chakrahq.com/chat/chatbot-builder/chatbot-builder-basics) and [Creating a Chatbot](https://help.chakrahq.com/chat/chatbot-builder/how-to-create-chatbot-flow) if new to the Chatbot feature.

- Create a NEW Chatbot using the [Chatbot Builder](https://app.chakrahq.com/admin/chatbot-settings#chatbots)
- Create an AI Chatbot Flow with the following nodes:
- Message Node (default start)
- Question Node (with no inputs)
- AI-reply node

![Create AI chatbot flow](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/AI%20Chatbot/AI_Chatbot_Builder_FInish_8b.png)

- Configure the AI-reply 

![Configure AI-reply](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/AI%20Chatbot/AI_Chatbot_Creat_Builder_5.png)

- Add Content Source, Match threshold for AI content, No answer message and other settings

![Configure AI-reply](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/AI%20Chatbot/AI_Chatbot_Creat_Builder_5.png)

- Click Save
- Add a Chatbot Trigger
- Use the [Chat Trigger Help guide](https://help.chakrahq.com/chat/chatbot-builder/add-a-chatbot-trigger)

**AI-reply Chatbot is successfully configured.**

---

URL: https://chakrahq.com/help/chat/lead-management/add-lead.md.md

## Overview

You can add customers as leads using their phone numbers and include additional fields, which can be updated as needed

## Add Leads

### Bulk Upload Leads

**Go to 👉 [Chakra Dashboard](https://app.chakrahq.com) `Leads` tab**

![Leads](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Add%20Leads/Leads_Add_1.png)

**Click on the ⬆️ `Upload` icon**

![bulk_upload_lead_button](https://assets.pages.chakrahq.com/media/bulk_upload_lead_button.png)

**In the bulk changes window, click on `New Upload`**

![New Upload](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Add%20Leads/Lead_Add_Upload_4.png)

**Next, click or drag the file to this area to upload (Only `CSV files` are supported)**

![Upload CSV leads](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Add%20Leads/Lead_Add_Upload_5.png)

**Edit the mapping of the CSV header name with the Chakra Attribute Name if required. Click `Submit`**

![Submit Leads](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Add%20Leads/Lead_Add_Upload_6.png)

**Review and click `Submit for Completion`**

![Submit For Completion](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Add%20Leads/Lead_Add_Upload_8.png)

**The leads should have been uploaded successfully**

![Uploaded](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Add%20Leads/Lead_Add_Upload_9.png)

**To check the uploaded leads, click `refresh`**

![Leads](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Add%20Leads/Lead_Add_Upload_10.png)

### Manually Create a Lead

### 

**Go to 👉 [Chakra Dashboard](https://app.chakrahq.com) `Leads` tab**

![Leads](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Add%20Leads/Lead_Add_Upload_10.png)

**Click on the ✚ `add` icon**

![Add Lead](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Add%20Leads/Leads_Add_Icon_2.png)

**Add the fields in the Lead and click `Submit`**

![Submit Lead](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Add%20Leads/Lead_Add_Manual_3.png)

**The lead is added in Chakra. To check the uploaded lead, click `refresh`.**

![Refresh](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Add%20Leads/Lead_Add_Upload_10.png)

## Update Leads (Bulk)

You can easily update specific fields of your existing leads in Chakra using a CSV file. This guide walks you through the entire process step by step.

**1. Download the leads you want to update**

- Go to the Leads section in Chakra and export the leads you wish to modify.
- This ensures you have the correct **Lead ID** for each record.

![Download Lead to be Updated](https://assets.help.chakrahq.com/chat/Leads/Screenshot 2025-12-03 at 12.54.29 PM.png)

**2. Keep the Lead ID in the first column**

- **Lead ID** is the unique identifier for every lead in Chakra.
- The very first column of your CSV **must** be `Lead ID` (exactly this spelling and case).
- Do **not** change or remove any Lead IDs.

![Lead ID in first column ](https://assets.help.chakrahq.com/chat/Leads/Screenshot 2025-12-03 at 12.57.19 PM.png)

**3. Add the fields you want to update**

- In new columns, enter the updated values for the fields you want to change (e.g., Status, Company, Phone, Custom Fields, etc.).

**4. Remove irrelevant columns**

- Delete all columns that you do **not** want to update.
- Keeping unnecessary columns may cause errors or unintended updates.

⚠️ **Important**: Only include the columns (fields) you actually want to update.

![Remove Fields](https://assets.help.chakrahq.com/chat/Leads/Screenshot 2025-12-03 at 12.55.30 PM.png)

**5. Rename columns to match Chakra field names**

- Column headers **must exactly match** the field names used in Chakra (case-sensitive).
- This enables automatic mapping during upload.
- Example: If the field in Chakra is called “Lead Status”, rename the column header to `Lead Status`.

![Rename Field Names](https://assets.help.chakrahq.com/chat/Leads/Screenshot 2025-12-03 at 1.02.42 PM.png)

**6. Handle empty cells correctly**

- Cells with a value → will be updated in Chakra.
- Empty/blank cells → will **not** overwrite existing data (the current value remains unchanged).

**7. Save the file**

- Save your file as a **CSV (UTF-8)** format.
- Give it a clear name, e.g., `leads_update_2025-12-03.csv`.

**8. Upload the update file**

- Follow the standard bulk lead upload process: [Bulk Upload Leads →](https://help.chakrahq.com/chat/getting-started/add-lead#bulk-upload-leads)
- When prompted, choose **“Update existing leads”** (instead of creating new ones).
- Map the `Lead ID` column when asked (it should auto-detect if named correctly).

![Upload Update Lead file](https://assets.help.chakrahq.com/chat/Leads/Screenshot 2025-12-03 at 1.02.49 PM.png)

**9. Leads Updated!**

- After successful upload, all specified fields for the matching Lead IDs will be refreshed with the new values.
- You’ll receive a confirmation and can check the updated leads in Chakra.

#### Checklist for Update Leads

| Rule | Details |
| --- | --- |
| First column | Must be `Lead ID` |
| Only include fields to update | Remove everything else |
| Column names | Must exactly match Chakra field names |
| Non-empty cells | Will overwrite existing data |
| Empty cells | Will leave existing data unchanged |
| File format | CSV (UTF-8 recommended) |

That’s it! You’re now ready to bulk-update your leads safely and efficiently in Chakra.

If you encounter any issues, feel free to reach out to support using a [Ticket](https://app.chakrahq.com/internal-tickets).

## Add Lead : Webhook Integration

You can automatically create or update leads in Chakra from external sources such as website forms, landing pages, your CRM, or any other system by using the **Landing Page Form** plugin. This plugin receives data via a webhook and converts it into Chakra leads.

Follow the steps below to set it up:

**Step 1: Access the Plugins Section**

1. Log in to Chakra as an Admin.
2. Navigate to **Admin Settings** → \*\*[Plugins](https://app.chakrahq.com/admin/plugins)\*\*.

![Plugins](https://assets.help.chakrahq.com/chat/Leads/Screenshot 2025-12-04 at 1.47.19 PM.png)

**Step 2: Add the Landing Page Form Plugin**

1. Click **Add Plugin**.
2. Search for `Landing Page Form`.
3. Click on the **Landing Page Form Integration** plugin card.
4. Give it a relevant name, e.g., `Website Leads` or `Landing Page Leads`.

![Add Plugin](https://assets.help.chakrahq.com/chat/Leads/Screenshot 2025-12-04 at 1.47.34 PM.png)

####

![Name Plugin](https://assets.help.chakrahq.com/chat/Leads/Screenshot 2025-12-04 at 1.47.57 PM.png)

**Step 3: Copy the Webhook URL**

After creating the plugin instance, you will see a unique **Webhook URL**.\\ Copy this URL and configure it in your external form/CRM/tool as the endpoint to which lead data should be POSTed.

![Plugin Configuration](https://assets.help.chakrahq.com/chat/Leads/Screenshot 2025-12-04 at 1.49.01 PM.png)

**Step 4: Configure the Plugin**

![Plugin Configuration](https://assets.help.chakrahq.com/chat/Leads/Screenshot 2025-12-04 at 1.49.01 PM.png)

Use the table below to complete the configuration:

| Section | Action | Notes |
| --- | --- | --- |
| **Where should the new entry be created?** | Select `Lead` | This ensures incoming data creates a Chakra Lead. |
| **Are you using the same form to update the entries as well?** | Toggle **Yes** if the same webhook will also update existing leads. Toggle **No** if only creating new leads | Recommended to turn **Yes** for most use-cases (deduplication & updates). |
| **Form Field Mapping** | Map your external form fields to Chakra Lead attributes | • Use either the exact label or field name from your form • Select the corresponding Chakra attribute • To create new custom attributes, follow [this guide](https://help.chakrahq.com/chat/getting-started/create-a-custom-field-attribute-in-lead#configure-the-new-field-attribute) |
| **Combine all remaining Form fields into this internal attribute** | (Optional) Choose an attribute (e.g., a JSON or Notes field) to store unmapped data | Skip if you have mapped every field you need. |
| **How to find the existing entry which should be updated?** |  | Only visible when update toggle is **Yes** |
| • Match the attribute to identify an existing lead | Choose the field that uniquely identifies the lead (usually **Email** or **Phone**) | Most common: **Email** |
| • Add days to check this identification | Define look-back period (e.g., 365 days) – Chakra will only search leads created/updated in this window | Keeps search fast; default is usually 365 |
| • Sort by | Select **Lead created at** or **Lead updated at** |  |
| • Sort order | Choose **Descending** (newest first) or **Ascending** | **Descending** is recommended for faster matching |

**Step 5: Activate the Plugin**

Once all settings are saved, switch the plugin status to **Active**.

**Step 6: Test the Integration**

1. Submit a test form on your website or send a test POST request to the webhook URL with sample lead data.
2. Check Chakra → **Leads** module to confirm:

- A new lead is created (first submission), or
- An existing lead is updated (subsequent submissions with the same email/phone).

---

That's it! Your external forms or systems can now push leads directly into Chakra in real time.

**Need further help?** Contact support or refer to the [Chakra Help Center](https://help.chakrahq.com).

---

URL: https://chakrahq.com/help/chat/api-webhook-integration/listen-to-incoming-messages-events.md.md

## Pass Through Events Webhook

This webhook allows you to receive all incoming waba events. This inludes inbound messages, status events, message template updates, account updates, etc...

The format of these events the same as described in meta documentation. You can read more about these events and types from Meta's official documentation [here](https://developers.facebook.com/docs/whatsapp/cloud-api/webhooks/payload-examples)

## Listening to all whatsapp inbound events

You can configure a webhook from your code / platform like n8n in Chakra Chat to listen to all these WhatsApp events. Follow the steps to add a configuration:

1. Go to "WhatsApp Setup" page
2. Click "More" tab
3. Toggle the config under "Enable pass through webhook" to yes
4. Provide a webhook url under "Pass through webhook url"
5. Click "Save" from the top right corner of the plugin page

## Pass Through Events Webhook

This webhook allows you to receive all incoming waba events. This inludes inbound messages, status events, message template updates, account updates, etc...

---

URL: https://chakrahq.com/help/chat/lead-management.md.md

<DocCardList />

---

URL: https://chakrahq.com/help/chat/chatbot-builder.md.md

<DocCardList />

---

URL: https://chakrahq.com/help/chat/broadcasts-and-bulk-messaging/campaign-lead-tags-management.md.md

**Overview**

Campaign tags and lead tagging in Chakra for broadcast campaigns is an important feature to segment campaign audiences, targeting messages, and tracking engagement in marketing campaigns. 

## Manage Tags

There are 2 ways to add tags to campaign contacts (leads) in Chakra Chat

#### Broadcast Campaign

The Tags management can be accessed in the Broadcast Campaign Step 1 : `Add or select Leads`

- Go to `Campaigns` Tab
- Click on `New Broadcast`
- Navigate to the section **Select tags to apply to the Leads**

![broadcase_campaign_tags_management](https://assets.pages.chakrahq.com/media/broadcase_campaign_tags_management.png)

**Add New Tags**

To Add a New tag

- Click on the `Select tags` Search Bar
- In the New tag bar
    - Add a Tag Name
    - Click on `+ Add`
    - The new tag is created

![Add_new_Tag](https://assets.pages.chakrahq.com/media/Add_new_Tag.gif)

**Apply Tags**

To apply tags to campaign audience (leads)

- Click on the `Select Tags` search bar
- `Search` for the tag name or select from the dropdown list
- The tag is applied to the new campaign audience list added

![select_tag](https://assets.pages.chakrahq.com/media/select_tag.gif)

#### Bulk Lead Upload

Tag the leads during bulk creation or bulk updation of leads using csv files

- Create a csv file with contact number, name, tags, other fileds as required
- Upload the csv file in [Leads -> Bulk Upload](https://help.chakrahq.com/chat/lead-management/add-lead#bulk-upload-leads)
- The Tags are updated against the lead created/updated in the Tags field

![Upload_Leads_tags](https://assets.pages.chakrahq.com/media/Upload_Leads_tags.gif)

## Edit Tags in Leads

To manage tags in the leads. 

- Go to the lead by clicking on the `Lead Id` in the Lead list
- Click on the ✎  in the Tags field in Summary section

![edit_lead_tag](https://assets.pages.chakrahq.com/media/edit_lead_tag.png)

**Create New Tags**

- Click on the `New tag` search bar
- Enter the new tag name
- Click on `Add`. The Tag is created

**Add Tags to Lead**

- Click on the Tags field
- Search in the Tags field OR Select tags from the dropdown list
- Save the tags field using the `✓` button
- The Tag is successfully added in the lead

**Remove Tags**

- Click on the Tags field
- Click on the ✖️against the tag to be removed in the lead
- Save the tags field using the `✓` button
- The Tag is successfully removed from the lead

![tags_leads_manage](https://assets.pages.chakrahq.com/media/tags_leads_manage.gif)

## **Tags Manager**

Tags Manager enables you to manage the existing tags in Chakra system. The Tags Manager can be accessed from Broadcast Campaign and Lead Tags field.

**Access the Tags Manager**

- Click on `Manage` in the tags feature to access the tag manager drawer
- The drawer opens on the right-hand side

![tags_manage_manager_leads](https://assets.pages.chakrahq.com/media/tags_manage_manager_leads.png)

![tags_manage_manager_broadcast](https://assets.pages.chakrahq.com/media/tags_manage_manager_broadcast.png)

**Delete a Tag**

Click on the delete icon to delete a tag

**Change Tag Colour**

To add or change the tag colour, click on the color icon. Select the colour by clicking on the selection.

![campaign_lead_tags_manager](https://assets.pages.chakrahq.com/media/campaign_lead_tags_manager.png)

---

URL: https://chakrahq.com/help/chat/faqs/whatsapp-api-error-code-troubleshooting/whatsapp-api-other-general-errors.md.md

General and service errors cover a wide range of issues including unknown errors, temporary service unavailability, invalid parameters, and miscellaneous failures that do not fit into other specific categories.

*These errors can be returned both synchronously (in the API response) and asynchronously (via webhook). Always log the full error object including fbtrace\_id for support escalation.*

---

## **Error 1 — API Unknown**

**API Unknown — Invalid Request or Server Error**

**ERROR CODE**

1

**ERROR SUMMARY**

API Unknown — Invalid Request or Server Error

**ERROR DESCRIPTION**

This is a broad error code indicating either an invalid request or a possible server-side error. It is one of the lowest-level Graph API error codes and can surface for a wide variety of underlying causes.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Check the WhatsApp Business Platform Status page at [https://metastatus.com/whatsapp-business-api](https://metastatus.com/whatsapp-business-api) for any active service disruptions.

2. If no outage is reported, review the endpoint's reference documentation and verify that your request is correctly formatted.

3. Check all required parameters, their types, and formats.

4. Include the fbtrace\_id when filing a support ticket if the error persists.

**OTHER NOTES**

Error code 1 is a catch-all at the Graph API layer. If you see it alongside a specific 'details' message, focus on the details for diagnosis.


---

## 
**Error 2 — API Down**

**API Service — Temporary Downtime or Server Overload**

**ERROR CODE**

2

**ERROR SUMMARY**

API Service — Temporary Downtime or Server Overload

**ERROR DESCRIPTION**

The API service is temporarily unavailable, either due to a planned or unplanned downtime, or because the servers are overloaded. This is a transient error.

HTTP Status: 503 Service Unavailable.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Check the WhatsApp Platform Status page immediately.

2. Implement exponential backoff and retry. Start with a 5-second delay and double it up to a maximum of a few minutes.

3. Do not hammer the API with rapid retries during an outage — this can worsen the situation.

4. Set up status page monitoring (e.g., via PagerDuty or StatusPage integrations) to be alerted of Meta outages automatically.

**OTHER NOTES**

This is a temporary error. All messages queued during a service outage should be retried once the service recovers. Chakra Chat's message queue handles this automatically.

---

## 
**Error 33 - Phone Deleted**

**Parameter Value Is Not Valid — Business Phone Number Deleted**

**ERROR CODE**

33

**ERROR SUMMARY**

Parameter Value Is Not Valid — Business Phone Number Deleted

**ERROR DESCRIPTION**

A parameter value in the request is not valid. In the context of the WhatsApp API, this typically means that the specified business phone number has been deleted from the WABA.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Verify that the phone number ID specified in the request endpoint still exists in your WhatsApp Business Account.

2. Check WhatsApp Manager to confirm the phone number has not been deleted.

3. If the number was accidentally deleted, you will need to re-add and re-register it.

4. Update your application configuration to use the correct, active phone number ID.

**OTHER NOTES**

Phone number IDs in the Cloud API are unique identifiers distinct from the actual phone number. Deleting and re-adding a phone number generates a new ID.

---

## **Error 100 - Invalid Parameters**

**Invalid Parameter — Unsupported or Misspelled Parameters**

**ERROR CODE**

100

**ERROR SUMMARY**

Invalid Parameter — Unsupported or Misspelled Parameters

**ERROR DESCRIPTION**

The request includes one or more parameters that are not supported by the endpoint, are misspelled, or have values that are out of the acceptable range. This is a broad parameter validation error.

HTTP Status: 400 Bad Request. Common specific cases include: invalid RSA public key format for WhatsApp Flows Endpoint, phone number ID mismatch during registration, or parameter values exceeding length restrictions.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Carefully review the endpoint's reference documentation and compare every parameter in your request against the documented spec.

2. Check spelling — parameter names are case-sensitive.

3. For WhatsApp Flows with Endpoint: verify that the business public key is a valid 2048-bit RSA key in PEM format.

4. For phone number registration: ensure there is no mismatch between the phone number ID in the URL and any previously stored phone number IDs.

5. Verify that string parameter values do not exceed any documented length limits.

**OTHER NOTES**

When debugging Error 100, the 'details' field is critical — it usually specifies exactly which parameter is invalid. Always log complete error responses.

---

## **Error 130472 - User Experiment**

**User's Number Is Part of an Experiment**

**ERROR CODE**

130472

**ERROR SUMMARY**: User's Number Is Part of an Experiment

**ERROR DESCRIPTION**: The message was not sent because the recipient phone number is participating in a Meta-controlled experiment. Meta periodically runs A/B and other experiments that may affect message delivery to a subset of users.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Refer to the Marketing Message Experiment documentation at [https://developers.facebook.com/documentation/business-messaging/whatsapp/support/experiments#marketing-message-experiment](https://developers.facebook.com/documentation/business-messaging/whatsapp/support/experiments#marketing-message-experiment).

2. **This is not an error you can resolve on your end — it is controlled by Meta.**

3. If the user needs to be reached urgently, use a non-WhatsApp channel.

4. For campaign analytics, track these errors separately to understand the impact of Meta experiments on deliverability.

**OTHER NOTES**

Experiment-related delivery failures are rare and typically affect a very small percentage of users. They should not be retried aggressively.

---

## **Error 131000 - Unknown Internal**

**Something Went Wrong — Unknown Internal Error**

**ERROR CODE**

131000

**ERROR SUMMARY**

Something Went Wrong — Unknown Internal Error

**ERROR DESCRIPTION**

The message failed to send due to an unknown internal error. This is a server-side error that does not have a more specific classification.

HTTP Status: 500 Internal Server Error. For WhatsApp Flows with Endpoint, this may indicate a failure to calculate the signature, a failure to call the GraphQL endpoint, or the GraphQL endpoint returned an error when setting a business public key.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Retry the request once — transient server errors often resolve on retry.

2. If the error persists, open a Direct Support ticket at [https://business.facebook.com/direct-support](https://business.facebook.com/direct-support) and include the fbtrace\_id.

3. For WhatsApp Flows with Endpoint: verify the business public key configuration and the GraphQL endpoint accessibility.

4. Check the WhatsApp Platform Status page for any active incidents.

**OTHER NOTES**

Always preserve the fbtrace\_id for 500-level errors. Meta Support uses this to trace the exact internal failure.

---

## **Error 131005 - API Permission**

**Access Denied — Cloud API Permission Not Granted**

**ERROR CODE**

131005

**ERROR SUMMARY**

Access Denied — Cloud API Permission Not Granted

**ERROR DESCRIPTION**

This is the Cloud API-layer equivalent of a permission denied error. The operation was refused because the required permission has not been granted or has been revoked at the Cloud API level.

HTTP Status: 403 Forbidden.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Use the Access Token Debugger to verify the permissions granted to your token.

2. Ensure the token has the 'whatsapp\_business\_messaging' and 'whatsapp\_business\_management' permissions.

3. If permissions were recently revoked (e.g., due to a policy violation), address the policy issue and re-request permissions.

**OTHER NOTES**

Error 131005 is specific to the Cloud API and is distinct from the Graph API-level permission errors (codes 3, 10, 200-299). Both may need to be addressed in separate flows.

---

## **Error 131008 - Parameter Missing**

**Required Parameter Is Missing**

**ERROR CODE**

131008

**ERROR SUMMARY**

Required Parameter Is Missing

**ERROR DESCRIPTION**

The API request is missing one or more required parameters. The endpoint cannot process the request without all required fields.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Review the error 'details' field to identify which parameter is missing.

2. Consult the endpoint reference documentation to confirm all required parameters and their correct names.

3. Add the missing parameter and retry the request.

**OTHER NOTES**

This error is straightforward but frequently occurs when API responses change and new required parameters are added in updated API versions. Regularly review the WhatsApp API changelog.

---

## **Error 131009 — Parameter Invalid**

**Parameter Value Is Not Valid — Cloud API Layer**

**ERROR CODE**

131009

**ERROR SUMMARY**

Parameter Value Is Not Valid — Cloud API Layer

**ERROR DESCRIPTION**

One or more parameter values in the request are invalid at the Cloud API layer. This may include invalid phone number formats, invalid media IDs, invalid template names, or other value-level validation failures.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Review the 'details' field for specifics on which parameter is invalid.

2. See the Phone Numbers documentation to learn how to correctly add and reference phone numbers.

3. Verify media IDs are valid (not expired — media IDs expire after 30 days).

4. Ensure all enum-type parameters use the correct allowed values as specified in the documentation.

**OTHER NOTES**

E.164 format is required for all phone numbers in the WhatsApp API (e.g., +15551234567). Numbers not in this format will trigger this error.

---

## **Error 131016 - Service Unavailable**

**Service Unavailable — Temporary API Unavailability**

**ERROR CODE**

131016

**ERROR SUMMARY**

Service Unavailable — Temporary API Unavailability

**ERROR DESCRIPTION**

A specific Cloud API service component is temporarily unavailable. This is a transient error.

HTTP Status: 500 Internal Server Error.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Check the WhatsApp Business Platform Status page for any service degradation notices.

2. Implement retry with exponential backoff.

3. If the service remains unavailable for an extended period, contact Meta Support.

**OTHER NOTES**

This is a Cloud API-specific variant of the service unavailability error (as opposed to Error 2, which is at the Graph API layer).

---

## **Error 134011 — Payments Terms**

**WhatsApp Payments Terms of Service Not Accepted**

**ERROR CODE**

134011

**ERROR SUMMARY**

WhatsApp Payments Terms of Service Not Accepted

**ERROR DESCRIPTION**

The message failed because the WhatsApp Payments Terms of Service have not been accepted for this WhatsApp Business Account. This error specifically affects messages that involve payment interactions.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Follow the link provided in the error message to accept the WhatsApp Payments Terms of Service.

2. Ensure the account administrator completes the acceptance process.

3. Retry sending the message after acceptance is confirmed.

**OTHER NOTES**

This error only affects accounts using WhatsApp Payments features (available in India and Brazil). Standard messaging accounts do not require Payments ToS acceptance.

---

URL: https://chakrahq.com/help/chat/getting-started/verify-whatsapp-setup.md.md

# Overview

Get quick verification checks of the setup

# WhatsApp Setting: Confirm the following

1. [If applicable] **Business verification**
2. **Account Status**
3. **Payment Method**
4. **Display Name**

### Step 1: Check Status in WhatsApp Settings

Go to 👉 [Facebook Business - WhatsApp Settings](https://business.facebook.com/latest/settings/whatsapp_account)

- Click on WhatsApp accounts and select the relevant WhatsApp account. Check Status:
- **Business verification**
- **Account status**
- **Payment method**

![Check Account Status](https://static-data.chakrahq.com/assets/images/whatsapp/aug-11-2025/WA%20Settings_Verification_Status_Payment.png)

### Step 2: Check Status in WhatsApp Manager

Go to 👉 [WhatsApp Manager - Facebook Business](https://business.facebook.com/latest/whatsapp_manager/phone_numbers)

- Click on Phone numbers and select the relevant phone number, and go to the Profile tab
- Check the **Display name** status

![Check Display Name](https://static-data.chakrahq.com/assets/images/whatsapp/aug-11-2025/Display_Name_Verification.png)

### Step 3: Update Business Information

Go to 👉 [WhatsApp Manager - Facebook Business](https://business.facebook.com/latest/whatsapp_manager/phone_numbers)

- Update the following Details in the Business Info section of the WABA Profile:
- Category
- Description
- Address
- Email
- **Website**

![Update Business Info in WABA Profile](https://assets.help.chakrahq.com/chat/Embedded%20Signup/Update_Business_Profile_Meta_Business.png)

**Please Note:** The **Website field is important for account verification**. Please add any website/other online business pages like Facebook/Instagram/Marketplace listing page links.

---

**End:** If you encounter any WhatsApp setup-related issues or status not verified, please reach out to Chakra at [support@chakrahq.com](mailto%252525252525252525255C%252525252525252525253Asupport%2525252525252525252540chakrahq.com)

---

URL: https://chakrahq.com/help/chat/drip-campaigns-and-sequences/configure-campaigns/how-to-remove-leads-from-campaign-automatically.md.md

**Automatically Remove Leads from a Campaign Based on State Changes**

You can automatically remove leads from a campaign when certain conditions are met—like a change in the lead’s state or other key attributes. This is especially useful for keeping your campaigns targeted and relevant.

---

### Use Case

Let’s say you have a **"Drip" campaign**, and you want any lead to be **removed from this campaign** once their state changes to **CONVERTED**. Here's how to configure this using a Lifecycle Rule:

---

#### Create a Lifecycle Rule

1. Navigate to **Admin > Lead > Lifecycle Rules**
2. Go to the **Process Updation** tab (for lead update events)
3. Click **`Add`** to create a new rule
4. In the modal:

- Enter the name: **"Remove from Drip Campaign"**
- Toggle **Is Action V2** to `Yes`
- Select **Action Type** as **Remove from campaign**

5. Click **Create** to proceed to the rule detail page

---

#### Define Trigger Conditions

1. Click the ✏️ (edit) icon on the **"Triggering Event"** node
2. In the configuration panel:

- Click **Add Rule** under “When the following extra conditions are met”
- Select the field: `state (Process)`
- Change the operator to **`Has changed to`**
- Set the value to **CONVERTED**

3. Click **`Done`**
4. Click **`Save`** in the top-right corner

---

#### Remove from Campaign Action

1. Click the ✏️ (edit) icon on the **"Take Action"** node
2. Configure the following:

- **Object Type**: `Procedure`
- **Procedure**: `Lead`
- **Campaign**: Select the campaign (e.g., Drip Campaign)

3. Click **`Save`**, then **Cancel** to close the panel
4. Click **`Save`** in the top-right corner

---

#### Activate the Rule

- Toggle the rule to **Active**
- Click **`Save`** again to apply the changes

---

Now, whenever a lead’s state updates to **CONVERTED**, they will be **automatically removed** from the **Drip Campaign**. This ensures your campaigns stay focused on the right leads at the right time.

---

**See the Configuration in Action**

Here’s what the Lifecycle Rule should look like once configured:

![Lifecycle Rule - Remove from campaign](https://static-data.chakrahq.com/documentation-assets/whatsapp/campaigns/lcr-remove-from-drip-campaign.png)

---

URL: https://chakrahq.com/help/chat/ai-and-automations/ai-setup/how-to-use-ai-assisted-reply.md.md

# 🤖 How to use AI assisted reply?

Speed up your response time and improve accuracy using Chakra’s **AI-Assisted Reply** feature. With AI, you can instantly generate smart replies to customer queries—powered by your configured content.

> ⚠️ Make sure you’ve set up your [AI Content Sources](/chat/ai-and-automations/ai-setup/how-to-setup-an-ai-bot-for-your-content) before using this feature.

---

## ✨ How It Works

1. Open the **Chat Dashboard**
2. Locate the **AI Assist Reply** button (to the **left of the text input** box)
3. When you receive a question:

- Click the **AI Assist Reply** button
- Select **`Generate Reply`**

4. The AI will search for a relevant answer from your content sources

- If an answer is found, it will be auto-filled in the input box

5. Review and edit the generated response if needed
6. Hit **Send** to deliver the reply to the customer

---

📽️ [**Watch Demo**](https://static-data.chakrahq.com/documentation-assets/message-templates/ai-assisted-reply-demo.gif)

Let AI do the heavy lifting so you can focus on delighting your customers!

---

URL: https://chakrahq.com/help/chat/chatbot-builder/use-the-call-api-node-in-chatbot.md.md

# Using API node in Chatbot Builder

You can use the `Call API` to call an api from the chatbot itself. You can even use the response of the API in the chatbot flow.

## Configuration of API Node

- API - You can select or configure the api details from the API section
- Click on "Show Editor" update the API configuration
- If you are using a json payload, you can type `{{` to show a list of available variable substitutions
- You will have access to the last chat message text and the data collected via the chatbot ![API Editor](https://static-data.chakrahq.com/documentation-assets/whatsapp/chatbot-builder/chatbot-api-editor.png)
- Store response in variable? - Provide a variable name to store the api response in a variable
- JSON path of value to store? - Provide a json path to extract a certain specifc value from the JSON response and store in the variable

1. The api response is accessed with the key response.data
2. so if your api response is `{ "value": "this is the response" }`
3. then the jsonpath should be response.data.value

![Call API Node Configuration](https://static-data.chakrahq.com/documentation-assets/whatsapp/chatbot-builder/chatbot-call-api-node-configuration.png)

## Configure API Output

The API will either result in a `success (2xx response)` or a `failure (non 2xx response)`. You can link the options to further nodes accordingly.

![Call API Node output](https://static-data.chakrahq.com/documentation-assets/whatsapp/chatbot-builder/chatbot-call-api-output.png)

## API Node Configuration Guide

**Below is a step by step guide to building a new chatbot with `Call API Node`**

### Create API node in Chatbot

1. Create a [Chatbot](https://help.chakrahq.com/chat/getting-started/create-a-chatbot) using `Message Node`, `Question Node`, saving chatbot response using `Upsert Node` and connecting them in a flow
2. Drag and drop the `Call API` node to the right of the question node
3. Edit the `Call Api` Node
4. Click `Show Editor` next to the selected API
5. Make necessary changes like providing the api url and selecting the http method
6. Chose `form url encoded` or `form multipart` from the body type
7. Click `Add Another` under the `key value` section
8. A new entry will be created - under key provide the key name like `text`, Under value select the query variable
9. Click `Save API` to close the editor
10. Under `Store response in variable` add a variable name like api\_response
11. Under `JSON path of value to store` add a json path to select a specific value from the api response to store
    1. The api response is accessed with the key response.data
    2. so if your api response is `{ "value": "this is the response" }`
    3. then the jsonpath should be response.data.value
12. Click `Save` to close the api node editor

### Add Message Node for API Response

1. Drag and drop a message node to the right of the api node
2. Connect the Success option of the api node to the new message node
3. Edi the message node
4. Type in a message for the message node. If you want to access the data returned in the api node, type @ and start typing to get a menu of variables available. Choose `api\_response` variable
5. Click `Save` in the message node. Next, click `Save` from the top right corner to save the chatbot.

This chatbot will ask user a question and then hit your configured api with the user response. If an api response is received then the response is sent back to the user.

![Guide](https://static-data.chakrahq.com/documentation-assets/whatsapp/chatbot-builder/chatbot-with-call-api-node.gif)

---

URL: https://chakrahq.com/help/chat/api-webhook-integration/send-a-session-message-via-api.md.md

You can use the send template message to a phone number using the following API. Details of this API can be found in its [API documentation page](https://apidocs.chakrahq.com/api-22547477)

**Url**

Use `POST` http method with the following url

```plaintext
https://api.chakrahq.com/v1/ext/plugin/whatsapp/{pluginId}/api/{whatstappApiVersion}/{whatsappPhoneNumberId}/messages
```

Need to provide 3 url patameters

- pluginId ([how to find the pluginId](/chat/api-webhooks/how-to-find-plugin-whatsapp-phone-number-id))
- whatsapp api version - use the latest whatsapp api version like v22.0
- whatsappPhoneNumberId - The Meta WhatsApp Phone Number Id ([Learn how to find this id](/chat/api-webhooks/how-to-find-plugin-whatsapp-phone-number-id))

**Headers**

Need to provide an authorization header

- Authorization: Bearer \\[accessToken]

[Learn how to generate an access token](/chat/api-webhooks/create-an-api-key)

**Request Body**

Following is an example of the request body to send a sample template message

Request body keys:

- messaging\_product - should be "whatsapp"
- to - the phone number to which you need to send the message to
- type - type of message like text, image, interactive, etc...

```json
{
  "messaging_product": "whatsapp",
  "to": "912233223322",
  "type": "text",
  "text": {
      "body": "This is a text message"
  }
}
```

More details about the api and example can be found in this [API Documentation](https://apidocs.chakrahq.com/api-22547477)

---

URL: https://chakrahq.com/help/chat/ai-and-automations.md.md

<DocCardList />

---

URL: https://chakrahq.com/help/chat/whatsapp-calling-api.md.md

<DocCardList />

---

URL: https://chakrahq.com/help/chat/automation-settings.md.md

<DocCardList />

---

URL: https://chakrahq.com/help/chat/broadcasts-and-bulk-messaging/opt-in-out-marketing-status-management.md.md

# Marketing Status Management in Chakra Chat

Marketing Status is a system-level field on every Lead in Chakra that governs whether a contact can receive marketing messages. This guide walks through what it is, how to automate it, how to use it for targeted campaigns, and how it affects message delivery.

**In this guide:**

1. [What is Marketing Status?](https://chakrahq.com/help/chat/broadcasts-and-bulk-messaging/opt-in-out-marketing-status-management#1-what-is-marketing-status)
2. [Automating Marketing Status with Chat Triggers](https://chakrahq.com/help/chat/broadcasts-and-bulk-messaging/opt-in-out-marketing-status-management#2-automating-marketing-status-with-chat-triggers)
3. [Filtering and Campaigns by Marketing Status](https://chakrahq.com/help/chat/broadcasts-and-bulk-messaging/opt-in-out-marketing-status-management#3-filtering-and-campaigning-by-marketing-status)
4. [How Campaigns Screen Contacts Automatically](https://chakrahq.com/help/chat/broadcasts-and-bulk-messaging/opt-in-out-marketing-status-management#4-how-campaigns-screen-contacts-automatically)
5. [How Marketing Status Updates Over Time](https://chakrahq.com/help/chat/broadcasts-and-bulk-messaging/opt-in-out-marketing-status-management#5-how-marketing-status-updates-over-time)

---

## 1. What is Marketing Status?

Marketing Status tracks a customer's **intent to receive communications** from your business. It directly determines whether future campaign messages can be **delivered** to that customer. Every Lead in Chakra carries this as a system field, which can take one of four values:

![marketing_status_lead_opt_out](https://assets.pages.chakrahq.com/media/marketing_status_lead_opt_out.png)

| Status | Meaning |
| --- | --- |
| **SUBSCRIBED** | The customer intends to receive your business's notifications on WhatsApp |
| **UNSUBSCRIBED** | The customer has explicitly asked to be removed from a marketing list |
| **UNDELIVERABLE** | Recent messages to the customer have failed to deliver, for any reason — this is applied automatically by Chakra |
| **DNC** *(Do Not Contact)* | The customer must not be contacted through any messaging |

> **Default behavior:** A Lead with no Marketing Status set is treated as **SUBSCRIBED** by default, until a trigger or manual action changes it.

---

## 2. Automating Marketing Status with Chat Triggers

Rather than updating status manually, Chakra lets you automate this using **Chat Triggers** — a chatbot configuration that listens for specific keywords in customer messages and updates the Lead's Marketing Status in response.

**Location:** `Chatbots → Chat Triggers`

### 2.1 Setting up a subscription-management trigger

- Navigate to [**Chatbots → Chat Triggers**](https://app.chakrahq.com/admin/chatbot-settings#chat-triggers).
- In the **Keywords** field, click **+ Add Another** to add each keyword you want the trigger to listen for
- Enter keywords relevant to your use case. For an opt-out flow, this might include:
    - `Opt Out`
    - `Stop`
    - `Unsubscribe`
    - `Stop Promotions`
- Select a **Matching Strategy** to define how incoming messages are compared against your keywords.
- Configure the **Action** to specify which Marketing Status the Lead should be updated to.

![chat_trigger_opt_out_marketing_status](https://assets.pages.chakrahq.com/media/chat_trigger_opt_out_marketing_status.png)

*Note: Once saved, the trigger runs automatically — whenever a customer's message matches a configured keyword, their Marketing Status updates in real time, no manual intervention required.*

> **Best practice:** Include your opt-out keywords as **interactive quick-reply buttons** on marketing template messages. This gives customers a clear, one-tap way to express intent, rather than relying on them to type an exact phrase.Note that the trigger isn't limited to button replies — it fires just as reliably if a customer types the same keyword as a plain text message, at any point in the conversation.

### 2.2 Matching Strategy

Determines how an incoming message is evaluated against your configured keywords. All comparisons are **case-insensitive**.

| Strategy | Behavior |
| --- | --- |
| **Exact Match** | Triggers only when the message exactly matches the keyword |
| **Starts With** | Triggers when the message begins with the keyword |
| **Contains** | Triggers when the keyword appears anywhere within the message |

### 2.3 Actions

| Field | Description |
| --- | --- |
| **Take Action** | Set to *Update Marketing Status (Overall)* |
| **Marketing Status** | Choose the target status: `SUBSCRIBED`, `UNSUBSCRIBED`, or `DNC` |

Once this is configured and saved, subscription management for opt-out and opt-in use cases will trigger automatically as customers respond.

---

## 3. Filtering and Campaigning by Marketing Status

### 3.1 Filtering Leads by status

1. Open the **Leads** dashboard.
2. In the search bar, type `marketing` and select the **Marketing Status** field.
3. Set the operator to **`==`**.
4. Enter the status you want to filter by: `SUBSCRIBED`, `UNSUBSCRIBED`, `UNDELIVERABLE`, or `DNC`.
5. Press **Enter**.

The Leads list will update to show only contacts matching that status.

### 3.2 Adding filtered Leads to a Campaign

For example, to build a campaign targeting only your **SUBSCRIBED** contacts:

1. Select the Leads you want — use the checkbox to select all Leads on the current page, or choose the **select all across filtered pages** option to capture the entire filtered list.
2. Open the **Bulk Action** menu (pencil icon).
3. Click **Add to Campaign**.
4. In the [**Add to Campaign**](https://chakrahq.com/help/chat/lead-management/leads-dashboard#lead-actions) dialog:
    - Choose the campaign name.
    - Click **Add**.
5. The selected Leads are added to the campaign.

---

## 4. How Campaigns Screen Contacts Automatically

Chakra applies Marketing Status as a delivery safeguard, automatically screening outbound marketing messages so unsubscribed or restricted contacts aren't messaged.

- Once a Lead's status is set to **UNSUBSCRIBED**, Chakra automatically blocks any Marketing-category template message sent to them.
- Blocked sends are logged in **Campaign Reports** with the message:`Marketing message blocked due to marketing status: UNSUBSCRIBED`

![unsusbcribed_opt_out_camapign_blocked](https://assets.pages.chakrahq.com/media/unsusbcribed_opt_out_camapign_blocked.png)

### 4.1 Message delivery by status

| Marketing Status | Template Message Behavior |
| --- | --- |
| **SUBSCRIBED** | Receives all template messages, including Marketing category |
| **UNSUBSCRIBED** | Marketing-category templates are blocked by Chakra; other categories are unaffected |
| **UNDELIVERABLE** | Template messages are still attempted |
| **DNC** | All template messages are blocked by Chakra |

---

## 5. How Marketing Status Updates Over Time

Marketing Status isn't a fixed, one-time value — it reflects the customer's most recent signal or system determination, and updates continuously through three pathways:

- **Automated (Chat Trigger)** — keyword-based updates from customer messages, as configured in Section 2.
- **Manual** — a status change applied directly by a user or agent. The marketing status field can be found in the lead details page.

![manual_marketing_status_opt_in_out](https://assets.pages.chakrahq.com/media/manual_marketing_status_opt_in_out.png)

- **Automated (system-driven)** — Chakra automatically marks a Lead as **UNDELIVERABLE** when recent message delivery attempts fail.

Because any of these can occur at any time, a Lead's Marketing Status always represents its **current, latest state** — not a permanent or hardcoded label.

---

URL: https://chakrahq.com/help/chat/faqs/whatsapp-api-error-code-troubleshooting/whatdapp-api-phone-migration-waba-errors.md.md

Phone migration errors occur when attempting to migrate a business phone number from one WhatsApp Business Account to another, or between solution providers. WABA errors cover issues related to WhatsApp Business Account management and synchronisation.

Migration is a sensitive operation - errors here can result in messaging downtime. Always follow the official migration documentation and ensure all prerequisites are met before initiating a migration.

## **Error 2388012 - Phone Exists**

**Phone Number Already Exists in Your Account**

**ERROR CODE**

2388012

**ERROR SUMMARY**

Phone Number Already Exists in Your Account

**ERROR DESCRIPTION**

The phone number you are attempting to migrate already exists in the destination WhatsApp Business Account. You cannot migrate a number to an account that already contains it.

Migration/management error.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Verify the destination WABA's phone number list before initiating migration.

2. If the number is already in the destination WABA, no migration is needed - it is already in the right place.

3. If you intended to migrate to a different WABA, verify the target WABA ID in your request.

**OTHER NOTES**

This error serves as a safeguard to prevent duplicate number entries. Check both the source and destination WABAs before migration.

## **Error 2388091 / 2388093 Eligibility**

**Phone Number Not Eligible for Registration Code (Migration Use Case)**

**ERROR CODE**

2388091 / 2388093

**ERROR SUMMARY**

Phone Number Not Eligible for Registration Code (Migration Use Case)

**ERROR DESCRIPTION**

The phone ownership verification APIs (request code / verify code) are being called for a number that is not actually in the process of migration. These endpoints are only available for the phone migration use case.

Migration error.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. If your goal is to register and verify the number (not migrate it), use the standard registration flow: POST /{phone-number-id}/register and POST /{phone-number-id}/verify\_code.

2. Review the registration documentation at [https://developers.facebook.com/documentation/business-messaging/whatsapp/solution-providers/registering-phone-numbers](https://developers.facebook.com/documentation/business-messaging/whatsapp/solution-providers/registering-phone-numbers).

**OTHER NOTES**

Phone migration APIs are a separate set of endpoints from standard registration APIs. Ensure you are calling the correct endpoints for your use case.

## **Error 2388103 - No Migration**

**Cannot Migrate Phone Number — Multiple Possible Causes**

**ERROR CODE**

2388103

**ERROR SUMMARY**

Cannot Migrate Phone Number — Multiple Possible Causes

**ERROR DESCRIPTION**

This error code covers multiple distinct migration failure scenarios, each with a different 'details' message: (1) Webhooks not set up on destination WABA, (2) Number eligible for direct add (not migration), (3) Display name not approved, (4) Source WABA using deprecated OBO model, (5) No payment account on WABA, (6) Generic migration error, (7) Numbers belong to different Business Manager accounts, (8) Destination WABA not approved, (9) 'Messaging For' request not approved.

Migration error.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Webhooks not set up: Subscribe your app to webhooks on the destination WABA before initiating migration.

2. Number eligible for direct add: Register the number directly instead of using migration APIs.

3. Display name not approved: Get the phone number's display name approved in WhatsApp Manager before migration.

4. OBO model issue: The source WABA uses the deprecated On-Behalf-Of model. Contact Meta Support.

5. No payment account: Set up a credit line and share it with the WABA.

6. Generic error: Try again after some time; contact support if it persists.

7. Different Business Manager: Migrate to a WABA representing the same business.

8. WABA not approved: Complete business verification for the destination WABA.

9. 'Messaging For' not approved: Ask your client to approve the Messaging For request in Meta Business Suite.

**OTHER NOTES**

Always check the 'details' field carefully — the specific message tells you exactly which sub-scenario you are dealing with.

The On-Behalf-Of (OBO) model is deprecated. If you encounter OBO-related migration issues, contact Meta Support for migration assistance to the WABA Sharing model.

## **Error 2494100 Maintenance**

**Account Is in Maintenance Mode**

**ERROR CODE**

2494100

**ERROR SUMMARY**

Account Is in Maintenance Mode

**ERROR DESCRIPTION**

The business phone number is currently in maintenance mode, which prevents migration and registration operations.

Migration/registration error.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Wait a few minutes and retry.

2. Maintenance mode is typically short-lived.

3. If it persists, contact Meta Support.

**OTHER NOTES**

Maintenance mode can be triggered by account upgrades, throughput changes, or other backend operations. It is generally temporary.

## **Error 2593079 Marked Migration** 

**WABA Already Marked for Migration to Different Solution ID**

**ERROR CODE**

2593079

**ERROR SUMMARY**

WABA Already Marked for Migration to Different Solution ID

**ERROR DESCRIPTION**

The WhatsApp Business Account has already been flagged for migration to a different solution ID. This relates to the deprecated On-Behalf-Of (OBO) ownership model.

WABA management error.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. The OBO account ownership model is now deprecated. Do not attempt further OBO transfers.

2. Contact Meta Support for guidance on migrating to the WABA Sharing model.

3. Refer to the OBO Model Deprecation documentation at [https://developers.facebook.com/documentation/business-messaging/whatsapp/solution-providers/obo-model-deprecation](https://developers.facebook.com/documentation/business-messaging/whatsapp/solution-providers/obo-model-deprecation).

**OTHER NOTES**

If you are still using the OBO model, plan your migration to the WABA Sharing model as soon as possible.

## **Error 2593085 Invalid WABA**

**Invalid WABA for OBO Mobility - Not Eligible for OBO Ownership Transfer**

**ERROR CODE**

2593085

**ERROR SUMMARY**

Invalid WABA for OBO Mobility — Not Eligible for OBO Ownership Transfer

**ERROR DESCRIPTION**

The WABA is not eligible for an On-Behalf-Of ownership transfer. This may be because the WABA is already owned by the business customer (using the WABA Sharing model) or the business customer has not yet accepted the OBO request.

WABA management error.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Check whether the WABA already uses the WABA Sharing model — if so, OBO transfer is not applicable.

2. If the OBO request is pending, ask the business customer to accept it in Meta Business Suite.

3. Remember that the OBO model is deprecated — focus on transitioning to WABA Sharing.

**OTHER NOTES**

Both 2593079 and 2593085 are OBO-specific errors. New integrations should exclusively use the WABA Sharing model.

## **Error 2593107 Sync Limit**

**Synchronisation Request Limit Exceeded**

**ERROR CODE**

2593107

**ERROR SUMMARY**

Synchronisation Request Limit Exceeded

**ERROR DESCRIPTION**

The maximum number of allowed synchronisation API calls for this phone number has been exceeded. The synchronisation endpoint can only be called once to sync contacts and once to sync messaging history.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Do not retry the synchronisation request — you have already used the allowed calls.

2. If you need to re-synchronise, you must offboard the business customer and onboard them again.

3. Review the Onboarding Business App Users documentation at [https://developers.facebook.com/documentation/business-messaging/whatsapp/embedded-signup/onboarding-business-app-users#synchronizing-whatsapp-business-app-data](https://developers.facebook.com/documentation/business-messaging/whatsapp/embedded-signup/onboarding-business-app-users#synchronizing-whatsapp-business-app-data).

**OTHER NOTES**

Synchronisation is a one-time operation per onboarding. Design your onboarding flow to use the single synchronisation opportunity correctly.

## **Error 2593108 - Time Window**

**Synchronisation Request Made Outside Allowed Time Window**

**ERROR CODE**

2593108

**ERROR SUMMARY**

Synchronisation Request Made Outside Allowed Time Window

**ERROR DESCRIPTION**

The synchronisation request was made more than 24 hours after the business customer was onboarded. Synchronisation of contacts and messaging history must be initiated within 24 hours of onboarding.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. The time window has passed and cannot be extended.

2. Offboard the user and re-onboard them to reset the 24-hour window.

3. Update your onboarding flow to trigger synchronisation immediately upon successful onboarding, well within the 24-hour window.

**OTHER NOTES**

Build the synchronisation API call as an immediate post-onboarding step in your integration pipeline, not a deferred or optional step.

---

URL: https://chakrahq.com/help/chat/getting-started/upgrade-to-a-paid-plan.md.md

#### **Overview**

Upgrade your Chakra Chat account by choosing a Paid Subscription to access all features access

#### **Prerequisites:**

- A Payment Method
- Local Tax ID/VAT/GST (India)

### Step-by-Step Guide

Go To 👉 [Chakra WhatsApp Upgrade](https://app.chakrahq.com/admin/billing/chakra-whatsapp-upgrade)

- Choose a **Subscription Plan**: Select the desired Subscription Plan and click **Buy Now**.

![Buy Now](https://static-data.chakrahq.com/assets/images/whatsapp/Upgrade-Subscribe%20to%20Chakra/Subscribe-Upgrade-1.png)

- Enter **Payment Information**: On the Payment page, provide your payment and billing details, then submit to complete the upgrade.

  ![Buy Now](https://static-data.chakrahq.com/assets/images/whatsapp/Upgrade-Subscribe%20to%20Chakra/Subscribe-%20upgrade%20-3.png)

**End:** On payment success, your subscription should be active. You have access to all the available features, including outbound/broadcast messages

---

URL: https://chakrahq.com/help/chat/faqs/coexistence-faqs.md.md

# WhatsApp Coexistence – Frequently Asked Questions (FAQ)

### 1. What is the WhatsApp Coexistence feature?

The WhatsApp Coexistence feature is a new update that allows businesses to use the WhatsApp Business app alongside WhatsApp API and related tools. It enables businesses to manage client interactions through a CRM while keeping their WhatsApp Business app and phone number active for continuity.

### 2. What is the difference between WhatsApp Business App and WhatsApp API?

The WhatsApp Business App is a free mobile app for small businesses, offering tools like quick replies, labels, and some automated messages. The WhatsApp API, designed for mid-sized to larger businesses, integrates with CRM and other systems, also supports advanced features like Chatbot, Campaigns, Message templates and multi-agent messaging, but it requires technical setup and may involve higher costs.

### 3. Why should businesses use the WhatsApp Coexistence feature?

Businesses can benefit by integrating the WhatsApp Business App with CRM solutions, allowing them to manage communications across both channels, sync chats and contacts, and use advanced features like automation and bulk messaging without disrupting their existing workflows.

### 4. How do I enable WhatsApp Coexistence?

To enable it, ensure your business is in a supported country (e.g., India, Mexico, Brazil, Indonesia, the United States, Hong Kong, or Singapore), update your WhatsApp Business app to version 2.24.17 or later, and link your account to a Facebook Page via the app’s settings.

During WhatsApp Cloud API setup, choose the “Connect your existing WhatsApp Business App” option, scan the QR code in the WhatsApp Business App, and sync contacts and chat history (up to 6 months). You can set up Coexistence mode for your WhatsApp Business App in minutes with Chakra Chat – [https://chakrahq.com/product/chakra-chat/](https://chakrahq.com/product/chakra-chat/)

### 5. In which countries is WhatsApp Coexistence available?

Supported in India, Mexico, Brazil, Indonesia, the United States, Hong Kong, and Singapore, and others. Not supported - EU, UK, and Russia, etc., currently. Only businesses registered in supported countries can currently use the feature.

### 6. What features are not available when using WhatsApp Coexistence?

Features like live location sharing and disappearing messages in one-on-one chats are disabled when using WhatsApp Coexistence, as they’re not supported by the API.

### 7. Will my existing chats and contacts be preserved in Coexistence mode?

Yes, up to six months of your chat history and all your contacts will sync between the WhatsApp Business app and the API when you enable Coexistence.

### 8. Are there any additional costs associated with WhatsApp Coexistence?

The Coexistence feature itself is free, but using advanced API features like bulk messaging or automation may incur costs depending on your WhatsApp Solution provider and usage.

### 9. What are the technical requirements for using WhatsApp Coexistence?

You need the latest WhatsApp Business app (version 2.24.17 or newer) and an Official WhatsApp API Solution.

### 10. How does WhatsApp Coexistence affect data security and privacy?

It follows WhatsApp’s security and privacy standards to protect your data. However, when using third-party CRM tools, you should also check their security policies.

### 11. What are the expected drawbacks of using WhatsApp Coexistence?

Drawbacks can include not having access to features like live location sharing and disappearing messages, and other API-related costs.

### 12. How long does the WhatsApp Coexistence setup process take?

Setup takes just a few minutes, but syncing chats and contacts may take up to 6 hours, depending on the volume of existing data.

### 13. Can I use both the WhatsApp Business App and the CRM simultaneously?

Yes, you can manage communications from both the app and your CRM at the same time, with chats and contacts syncing between them.

### 14. Will enabling WhatsApp Coexistence affect my current WhatsApp usage?

No, it integrates seamlessly, allowing you to keep using the WhatsApp Business app as usual while adding API features. You can create a Coexistence Account in Chakra Chat – [https://chakrahq.com/product/chakra-chat/](https://chakrahq.com/product/chakra-chat/)

### 15. Where can I get support for WhatsApp Coexistence?

You can access help through WhatsApp’s official support resources or your Chakra Chat provider’s support team – [https://chakrahq.com/](https://chakrahq.com/)

### 16. Why should I use Coexistence instead of just the App or just the API?

It combines the App’s free, mobile-friendly chat with the API’s automation, templates, and integration capabilities—giving you the best of both solutions.

### 17. Does using WhatsApp Coexistence cost extra?

There is NO platform fee for Coexistence mode. You will anyway have to pay the charges for standard API conversation charges for business-initiated templates; Business App chats remain free.

### 18. How are conversations billed in Coexistence mode?

Only API messages in 24-hour windows are billed by category (Marketing, Utility, Authentication). All user-initiated (Service) chats are free, as is the case with the Business API alone.

### 19. Which messages remain free in Coexistence?

All free-form chat in the Business App and all user-initiated API conversations (Service) are free and unlimited.

### 20. How do I send templates?

Template messages (for Utility, Authentication, Marketing) must go through the API (via your BSP) and follow WhatsApp’s template approval process. In Chakra Chat, you can send templates in a few simple steps here.

### 21. Can I reply in the App to API-initiated chats?

YES. If a conversation was started from the API, you can switch to the App for ad-hoc replies and keep it as the same (free) Service chat.

### 22. How do entry-point ads work?

Click-to-WhatsApp ads or “Message Us” buttons will start free service conversations and open a free 24-hour messaging window. These can be part of your Ad CTA in Facebook, Instagram, or other channels.

### 23. How do I avoid duplicate charges?

You need to coordinate well among team members and channels. It's suggested to use the API for automated/template flows and the App for live agent replies. Avoid sending the same message twice across both channels.

### 24. What happens if I send a template outside a service window?

This will open a new business-initiated conversation in its conversation category and will be billed at that category’s rate.

### 25. How many free service conversations do I get?

As of Nov 1, 2024, all Service conversations are unlimited and free—there is no monthly cap.

### 26. Can I send broadcast lists using the Business App with coexistence mode?

No. In Coexistence mode, broadcast lists are disabled in the business app. You need to use the API’s template messages to broadcast.

### 27. How do I track my messaging costs in Coexistence?

You can track your messaging boost in the billing section, WhatsApp’s API Conversation Metrics, to see counts and charges by category. Refer to the WhatsApp API rate card.

### 28. How does message syncing work in Coexistence?

Messages sent via the Business App appear in the Cloud API shared inbox and vice versa through a message mirroring system called "message echoes."

### 29. Can I use all WhatsApp Business App features after enabling Coexistence?

Most features remain, but some, like message revoke, disappearing messages, view once, and live location sharing, are restricted or not synchronized in coexistence mode.

### 30. Is WhatsApp Coexistence available worldwide?

Currently restricted in some countries and regions, including the EU, UK, Russia, and others. Supported countries include India, Brazil, Mexico, Indonesia, the USA, Hong Kong, and Singapore. Refer to this link to check for unsupported countries.

### 31. Do I need to unlink my WhatsApp Business App to use the Cloud API now?

No, with Coexistence, you can use both simultaneously without unlinking or losing data.

### 32. How does pricing work with WhatsApp Coexistence?

Messages sent via the WhatsApp Business App are free, whereas messages sent via the Cloud API are charged based on Meta’s conversation-based or per-message pricing model.

### 33. Are template messages charged in coexistence mode?

Yes, template messages sent via the API are chargeable, categorized as Marketing, Utility, or Authentication templates with varying rates.

### 34. Can I initiate conversations from both the Business App and API?

Template-based business-initiated conversations must be done via the API and are chargeable; user-initiated chats can be answered from either platform.

### 35. Can I sync group chats between the app and API?

No, group chats are not synchronized between the WhatsApp Business App and the Cloud API in coexistence mode.

### 36. How long does it take to sync chats and contacts?

Syncing may take a few hours after scanning the QR code and enabling permissions.

### 37. Can I link multiple WhatsApp Business devices after enabling Coexistence?

Device linking resets; you may need to re-link devices as the previous multi-device connections may be unlinked.

### 38. What are the main benefits of WhatsApp Coexistence?

- Retain existing WhatsApp Business App data and contacts.
- Use advanced features like automation, Campaigns, chatbots, and CRM integrations.
- Optimize costs by selectively using free app messaging and paid API messaging.
- Seamless hybrid operation across both channels.

### 39. In WhatsApp Coexistence will calling function work on WhatsApp Business?

Yes, after connecting WhatsApp Coexistence, you can use the calling function as earlier.

### 40. How does replying from both Business app and API work?

Say we send a customer a message via the WhatsApp Business App to remind them of a payment, and the customer then has a conversation with us (maybe to delay payment, ask for extension, etc). How would the message charges work if:

1. We reply on ChakraHQ Chat
2. Replying via the WhatsApp Business App? Also, what happens if we interchange between both platforms to reply to the customer?

The Business sends a message from the WhatsApp Business app, and the customer replies back:

- If you reply via ChakraHQ, you will be charged as per the conversation rates, as this opens a new conversation in Chakra.
- If you reply via the Business app, you will not be charged, as all messaging is free in the business app. The Business sends a message from ChakraHQ (Business API) and customer replies back:
- In this case, as a NEW conversation has been initiated in the WhatsApp Business API, it is charged for that conversation, irrespective of the channel.

### 41. Do messages sent from Whatsapp Business app count in conversations?

Say we do send a customer a message on WhatsApp Business App, and they reply to us, does that count as a conversation (i.e., for 10,000 Conversations in the starter plan?) No charges here, messages exchanged on the business app are free and not included in the 10,000 conversations (This is specific to the WhatsApp Business API conversations only).

### 42. Can I mark messages read/unread in coexsitence?

Currently, Meta team does not provide any method to sync the read/unread action done on WhatsApp. So any action of marking messages as read/unread on the WhatsApp Business App will not sync in Chakra. We are already in discussion with Meta team to provide this functionality, but there is no clear timeline on its availability.

---

URL: https://chakrahq.com/help/chat/api-webhook-integration/send-a-template-message-via-api.md.md

You can use the send template message to a phone number using the following API. Details of this API can be found in its [API documentation page](https://apidocs.chakrahq.com/api-11312774)

**Url**

Use `POST` http method with the following url

```plaintext
https://api.chakrahq.com/v1/ext/plugin/whatsapp/{pluginId}/phoneNumber/{phoneNumber}/send-template-message
```

Need to provide 2 url patameters

- pluginId ([how to find the pluginId](/chat/api-webhooks/how-to-find-plugin-whatsapp-phone-number-id))
- phoneNumber - The phone number to whom the template message is to be sent

**Headers**

Need to provide an authorization header

- Authorization: Bearer \\[accessToken]

[Learn how to generate an access token](/chat/api-webhooks/create-an-api-key)

**Request Body**

Following is an example of the request body to send a sample template message

Request body keys:

- whatsappPhoneNumberId - The Meta WhatsApp Phone Number Id ([Learn how to find this id](/chat/api-webhooks/how-to-find-plugin-whatsapp-phone-number-id))
- templateName - the name of your message template
- mapping - Template mapping object

```json
{
  "whatsappPhoneNumberId": "775966265503012",
  "templateName": "christmas_promo_23",
  "mapping": [
    {
      "schemaPropertyName": "1",
      "schemaPropertyValue": "John"
	  }
	],
  "imageUrl": "https://chakra-public-media.chakrahq.com/5fc9f8e3-af4a-4f29-bfd8-6c02e3abe3ee/2024-10-17/9b755981-74f7-4cde-b495-cd7039991964.png"
}
```

More details of this API can be found in its [API documentation page](https://apidocs.chakrahq.com/api-11312774)

---

URL: https://chakrahq.com/help/chat/faqs/whatsapp-api-error-code-troubleshooting.md.md

<DocCardList />

---

URL: https://chakrahq.com/help/chat/api-webhook-integration/bsuid-username-support-faq.md.md

With Meta rolling out usernames and Business-Scoped User IDs (BSUID) — where a customer's `wa_id` (phone number) becomes conditional and the `user_id` (BSUID) is always present — this document answers common questions about ChakraHQ's support plan for webhook pass-through and the send API.

---

## Webhook Pass-Through

**1. Does ChakraHQ forward `user_id` (BSUID) and `username` in webhook payloads for inbound messages?**

*Yes Chakra already forwards BSUID (*user\_id) and username when the fields are available in Meta's original events for your customer and WABA

**2. Does ChakraHQ forward `user_id` (BSUID) and `username` in status webhooks (sent/delivered/read)?**

*Yes Chakra already forwards BSUID (*user\_id) and username when the fields are available in Meta's original events for your customer and WABA

**3. Will `user_id` (BSUID) and `username` be included in the `list-chat-messages-for-phone-number` response?**

*No. This API is meant to list chat messages for a phone number*

---

## Sending by BSUID

**4. Does the send/reply endpoint accept a BSUID as the recipient identifier, instead of requiring a phone number?**

*The Pass through messages API supports recipient modifiers for sending session and template messages*

- [*Send Template Message (Pass through) API Doc*](https://apidocs.chakrahq.com/api-26944128)
- [*Send Session Message (Pass through) API Doc*](https://apidocs.chakrahq.com/api-22547477)

The send template message for phone number will not support BSUID

**5. Can a merchant reply to a username-only contact whose phone number is hidden?**

*The chakra chat inbox already supports messages and chats for contacts whose phone is hidden but BSUID is available*

---

## Timeline

**6. When will webhook pass-through support for BSUID/username be available?**

*Chakra Chat already supports the new fields But meta is gradually rilling out the support across the globe. So if BSUID/usernames are available for your region / WABA then they will be available for you via Chakra Chat.*

**7. When will send-by-BSUID support be available?**

*Chakra Chat already supports sending of session and template messages via BSUID recipient. Please refer to "Sending By BSUID" section*

**8. Given LATAM's Meta rollout starting September 2026, will ChakraHQ's support be ready in time for that region?**

*Yes*

---

## `user_id_update` Event

**9. Will ChakraHQ forward Meta's `user_id_update` webhook (triggered when a user's phone number change causes BSUID regeneration)?**

No. user\_id\_update event is not available via webhooks yet.

**10. What will the payload shape/structure of the forwarded `user_id_update` event look like?**

user\_id\_update event is not available via Chakra Webhooks yet.

---

## Field Naming

**11. What field names will ChakraHQ use for BSUID and username in pass-through payloads?**

*The pass through webhook event structure is identical to Meta's raw webhook event structure. Specifically the following fields in the change event*

- `contacts`
    - `user_id` — New property. Will be set to the user’s BSUID.
- `messages`
    - `from_user_id` — New property. Will be set to the user’s BSUID.

*Sample event structure can be found here - [https://apidocs.chakrahq.com/doc-919167#sample-inbound-text-message-event](https://apidocs.chakrahq.com/doc-919167#sample-inbound-text-message-event)

**12. Will ChakraHQ use Meta-native field names (`contacts[].user_id`, `messages[].from_user_id`) or custom/renamed fields (like Infobip's `contact.userId`)?**

*Yes, The pass through webhook event will use Meta-native field names*

**13. Where can we find documentation of the exact field names/schema so we can build our parser without guessing?**

*Sample event structure can be found here - [https://apidocs.chakrahq.com/doc-919167#sample-inbound-text-message-event](https://apidocs.chakrahq.com/doc-919167#sample-inbound-text-message-event)

---

###

---

URL: https://chakrahq.com/help/chat/faqs/whatsapp-api-error-code-troubleshooting/whatsapp-api-authorization-errors.md.md

Authorization errors occur when the API cannot authenticate your app or access token, or when the required permissions are not granted. These errors are typically returned as HTTP 401 Unauthorized or HTTP 403 Forbidden responses.

Meta recommends building error-handling logic around the 'code' value and 'details' payload property rather than on error titles, as titles may be deprecated in future API versions.

**⚠️⚠️ Note:** Businesses using Chakra Chat solution may not be able to resolve the issue directly. 
Reach out to Chakra team to troubleshoot this issue via a [Chakra Ticket](https://app.chakrahq.com/internal-tickets).

---

## **Error 0 - AuthException** 

Unable to Authenticate App User

**ERROR CODE**

0

**ERROR SUMMARY**

AuthException — Unable to Authenticate App User

**ERROR DESCRIPTION**

This error is returned when the WhatsApp Cloud API cannot authenticate the app user making the request. The most common cause is an expired, invalidated, or revoked access token. It may also occur if the app user has changed a privacy setting that prevents all third-party apps from accessing their data.

HTTP Status: 401 Unauthorized. This error is returned synchronously in the Graph API response.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Check the expiry of your access token. System User access tokens can be long-lived, but may still expire or be invalidated.

2. Navigate to the Meta App Dashboard and generate a new access token. For production environments, use a System User access token via the Business Manager.

3. If you are using a short-lived token (e.g., from OAuth login), implement a token refresh flow or switch to a long-lived system user token.

4. Verify in the Meta App Dashboard that the app user has not revoked access to your application.

5. Test the new token using the Access Token Debugger at [https://developers.facebook.com/tools/debug/accesstoken](https://developers.facebook.com/tools/debug/accesstoken) before re-deploying.

**OTHER NOTES**

In Chakra Chat, access tokens are configured under Settings → WhatsApp Configuration → API Credentials. Ensure the token displayed has not expired.

For high-volume production accounts, always use permanent System User access tokens rather than temporary user tokens to avoid unexpected authentication failures.

---

## **Error 3 — API Method**

**Capability or Permissions Issue**

**ERROR CODE**

3

**ERROR SUMMARY**

API Method — Capability or Permissions Issue

**ERROR DESCRIPTION**

This error indicates a capability or permissions problem with the app making the request. The app may not have been granted the specific permissions required by the endpoint being called. This is typically returned with HTTP 500 Internal Server Error.

Common scenarios include calling an endpoint that requires the 'whatsapp\_business\_messaging' permission that has not yet been approved for your app, or using an endpoint that is only available to verified Tech Providers or Solution Partners.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Open the Access Token Debugger (https://developers.facebook.com/tools/debug/accesstoken) and inspect which permissions are currently granted to your access token.

2. Compare the granted permissions against those required by the endpoint you are calling. The WhatsApp Cloud API typically requires 'whatsapp\_business\_messaging' and 'whatsapp\_business\_management'.

3. If a required permission is missing, request it through the Meta App Review process in the App Dashboard under App Review → Permissions and Features.

4. If you are a Tech Provider or Solution Partner, verify that your partnership status is active and that the relevant capabilities have been enabled.

**OTHER NOTES**

This error code (3) maps to the Graph API 'API Method' error, which is a broad category. Always inspect the 'details' field in the error response for specifics.

App Review for production WhatsApp API access can take several business days. Ensure your app is not in Development mode when going live.

---

## **Error 10 - Permission Denied**

**Required Permission Not Granted or Removed**

**ERROR CODE**

10

**ERROR SUMMARY**

Permission Denied — Required Permission Not Granted or Removed

**ERROR DESCRIPTION**

Permission is either not currently granted to the access token being used, or it was previously granted but has since been removed. This error is returned with HTTP 403 Forbidden.

This error also occurs for WhatsApp Flows with Endpoint if the phone number used to set the business public key has not been allowlisted. Additionally, if your account is not eligible to access certain API endpoints (e.g., endpoints in private beta), you will receive this error.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Use the Access Token Debugger to confirm which permissions are attached to your token.

2. If you are using WhatsApp Flows with an endpoint, verify that the business phone number used when setting the public key has been added to the allowlist.

3. Check whether the endpoint you are calling has specific eligibility criteria (e.g., it may be restricted to Solution Partners or WABA accounts with a certain tier).

4. Re-request any revoked permissions through the Meta App Dashboard and ensure App Review approval is current.

**OTHER NOTES**

In Chakra Chat, if you see this error on outbound messages, check that your connected phone number's WABA has the 'whatsapp\_business\_messaging' permission active.

This error is distinct from Error 131005 (Access denied), which is also a 403 but is specific to the Cloud API layer rather than the Graph API permission layer.

---

## **Error 190 - Access Token Expired**

**ERROR CODE**

190

**ERROR SUMMARY**

Access Token Has Expired

**ERROR DESCRIPTION**

The access token provided in the API request has expired. This is a specific sub-type of authentication failure that occurs when a previously valid token's expiry timestamp has passed. Returned as HTTP 401 Unauthorized.

Short-lived user access tokens (valid for \~1–2 hours) and long-lived tokens (valid for \~60 days) both expire. System User tokens can also expire depending on how they were configured.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Generate a new access token. For a System User token, go to Meta Business Suite → Settings → System Users → Generate New Token.

2. Update the token in your Chakra Chat configuration immediately. Navigate to Settings → WhatsApp Configuration → API Credentials and paste the new token.

3. To prevent future occurrences, implement token expiry monitoring. Set up an alert when the token is within 7 days of expiry.

4. For automated systems, consider using the OAuth token refresh endpoint to programmatically renew tokens before they expire.

**OTHER NOTES**

Chakra Chat will surface token expiry warnings in the platform notifications panel when the connected token is approaching its expiry date.

Unlike error code 0 (which is broader), error 190 specifically means expiry — not revocation. If you generate a new token and still see this error, the system clock on the server generating the token may be incorrect.

---

## **Error 200–299 - API Permission**

**Permission Not Granted or Removed**

**ERROR CODE**

200–299

**ERROR SUMMARY**

API Permission — Permission Not Granted or Removed

**ERROR DESCRIPTION**

Error codes in the 200–299 range all represent API Permission errors at the Graph API level. These indicate that the required permission for the endpoint is either missing from the access token's granted scopes, or it was granted but has since been removed.

HTTP Status: 403 Forbidden. These are broad Graph API permission errors that wrap the underlying WhatsApp permission requirements.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Use the Access Token Debugger to review all currently granted permissions on your token.

2. Identify which specific permission corresponds to the endpoint you are calling. Refer to the WhatsApp API permissions documentation at [https://developers.facebook.com/documentation/business-messaging/whatsapp/permissions](https://developers.facebook.com/documentation/business-messaging/whatsapp/permissions).

3. Submit an App Review request if the required permission has not been granted, or resubmit if it was removed due to policy violations.

4. Ensure your app is in Live mode (not Development mode) for production use cases — some permissions are not available in Development mode.

**OTHER NOTES**

The specific error code within the 200–299 range can help narrow down the permission involved. Refer to the Graph API error documentation for the exact permission mapping.

Permissions can be revoked by Meta during policy enforcement reviews. If this happens, you will receive a notification in the Meta App Dashboard.

---

URL: https://chakrahq.com/help/chat/getting-started/business-verification-on-facebook-business.md.md

# Overview

Meta **requires some businesses to verify their business** for complete access to the WhatsApp API platform. If you see the business verification enabled and the Business verification status as unverified. You should complete the business verification to have unrestricted access to the WhatsApp Business API account.

📌 Check [Documents for verification](https://www.facebook.com/business/help/159334372093366)

## Verify Facebook Business Manager

**Steps to Verify Facebook Business Manager**

Go to 👉 [WhatsApp Settings](https://business.facebook.com/latest/settings/whatsapp_account)

### Click on **Start verification**

![Start Verification](https://static-data.chakrahq.com/assets/images/whatsapp/aug-11-2025/Business%20Verification%20Steps/WhatsApp_Business_verification_Start_1.png)

### Review the setup steps and click Get started

![Add message body](https://static-data.chakrahq.com/assets/images/whatsapp/aug-11-2025/Business%20Verification%20Steps/WhatsApp_Business_verification_GetStarted_2.png)

### Select **Country**

![Select Country](https://static-data.chakrahq.com/assets/images/whatsapp/aug-11-2025/Business%20Verification%20Steps/WhatsApp_Business_verification_Country_3.png)

### Select **Business Type**

![Business Type](https://static-data.chakrahq.com/assets/images/whatsapp/aug-11-2025/Business%20Verification%20Steps/WhatsApp_Business_verification_businessType_4.png)

### Add **Business Details** (multiple steps)

![Add Business Details](https://static-data.chakrahq.com/assets/images/whatsapp/aug-11-2025/Business%20Verification%20Steps/WhatsApp_Business_verification_Details_5.png)

### Add Additional **Business details**

![Add Business Details 2](https://static-data.chakrahq.com/assets/images/whatsapp/aug-11-2025/Business%20Verification%20Steps/WhatsApp_Business_verification_Details_5b.png)

### Add **Contact Information**

![Add message body](https://static-data.chakrahq.com/assets/images/whatsapp/aug-11-2025/Business%20Verification%20Steps/WhatsApp_Business_verification_Details_5c.png)

### Enter OTP to verify

Enter OTP to verify contact details (Email or Phone)

![Verify Contact](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Previous%20Others/WhatsApp_Business_verification_OTP_8c.png)

### Verification complete

Your business verification information has been submitted

![Information Submitted](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Previous%20Others/WhatsApp_Business_verification_Info_Submitted_8.png)

#### The verification may take 1-3 days

#### Post verification, your business verification status will show Verified

![](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Previous%20Others/WhatsApp_Business_verification_Verified_9.png)

### Business Verification Troubleshooting

- Why Business Cannot be verified: [Reasons for Business NOT verified](https://www.facebook.com/business/help/2342133782492969?id=180505742745347)

---

URL: https://chakrahq.com/help/chat/getting-started/setup-whatsapp-account/re-connect-a-number.md.md

# Re-connect a connected WhatsApp API Number

If you are facing issue of WhatsApp API number disconnected in Chakra, try re-connectinf using the instructions below:

## Go to WhatsApp Setup

Go to 👉 [WhatsApp Setup](https://app.chakrahq.com)

In the `ReConnect WhatsApp` section click on `Continue with Facebook`

![ReConnect WhatsApp](https://static-data.chakrahq.com/assets/images/whatsapp/aug-25-2025/Setup_Add_new_number_WABA.png)

## Connect an Existing Number

In the embedded Signup steps

### Start Onboarding

In the Embedded signup, `Seamlessly connect your account to Chakra HQ` click on **Continue**

### Select Existing WABA

In the `Select the business assets to share with ChakraHQ Connect` section,choose appropriate portfolio and the existing WhatsApp Business Account in the dropdown

![Existing WABA](https://assets.help.chakrahq.com/chat/Connection/Select_Existing_WABA.png)

### Select Existing Phone Number

In the `Add your WhatsApp phone number` section, choose `Use a new or existing WhatsApp number` option and in the phone number field, use the existing number.

![Connect Existing Phone Number](https://assets.help.chakrahq.com/chat/Connection/Reconnect_Existing_Number.png)

### Confirm Connection

In the  `Review what you'll share with ChakraHQ Connect` section, click on **Confirm**

---

URL: https://chakrahq.com/help/chat/ecommerce-catalog.md.md

<DocCardList />

---

URL: https://chakrahq.com/help/chat/api-webhook-integration/wabhook-api-support-faqs.md.md

*Covers inbound event webhooks (pass-through and Chakra-format), HMAC signing, message history recovery, Coexistence, and send-side idempotency.*

---

## 1. General Webhook Behavior

**Does the webhook support retry, queuing or batching? What's the required response deadline and body for a successful acknowledgement?** 

There is no retry or queuing policy on either Pass through or Chakra webhooks. A successful acknowledgement is an HTTP 200 with no response body required, and it must be returned in under 200 ms. *Reference: [Inbound Events Webhook docs](https://apidocs.chakrahq.com/doc-919167)

**Can webhook events be batched, duplicated, or delivered out of order? Are duplicate deliveries byte-identical, and is every delivery independently HMAC-signed?** 

Batching is not supported, and events can arrive out of order. *Reference: [Inbound Events Webhook — HMAC Validation section](https://apidocs.chakrahq.com/doc-919167)

**What webhook body-size, batch-size, concurrency, and delivery-throughput limits apply?** 

No limits are published. Fair use is expected.

---

## 2. Recovering Missed Events

**If a webhook is missed, what endpoint can enumerate the missing inbound messages, delivery statuses, and Business App echoes?** 

There is no dedicated "missed events" endpoint. Missed inbound messages can be recovered through the chat history APIs, filterable by plugin ID and WhatsApp phone number ID. An equivalent lookup for delivery statuses or Business App echoes — along with retention windows or consistency-delay figures — isn't covered in published documentation and should be treated as not currently available pending internal confirmation. *Reference: [List chats](https://apidocs.chakrahq.com/api-23827369) | [List chat messages](https://apidocs.chakrahq.com/api-23827415) | [List previous messages for a phone number](https://apidocs.chakrahq.com/api-22749108)

---

## 3. Payloads & Event Identification

**Where can I find complete redacted current payloads for `message`, `status`, `message_echo`, and `smb_message_echo`, including a failed status with all error fields?** 

Sample payloads are published in the Inbound Events Webhook reference. *Reference: [Inbound Events Webhook — sample payloads](https://apidocs.chakrahq.com/doc-919167)

**For `status`, `message_echo`, and `smb_message_echo` events, which fields identify the plugin, WABA, and receiving business phone number when one account has multiple numbers?** 

For pass-through/Meta-format events, the receiving number appears in `value.metadata.phone_number_id` / `display_phone_number`, and the WABA ID appears in `entry[].id`.

- Sample inbound text message event: [apidocs.chakrahq.com/doc-919167#sample-inbound-text-message-event](https://apidocs.chakrahq.com/doc-919167#sample-inbound-text-message-event)
- Inbound event object structure: [apidocs.chakrahq.com/doc-919167#inbound-event-object-structure](https://apidocs.chakrahq.com/doc-919167#inbound-event-object-structure)

*Reference: [Inbound Events Webhook](https://apidocs.chakrahq.com/doc-919167)

**Which Business App messages produce `smb_message_echo`, and are there any unsupported types or companion devices?** 

All Business App text and media messages generate `smb_message_echo` events. Unsupported message types are:

- Polls
- Ephemeral messages
- Deleted messages

---

## 4. Outbound Message Controls

**Does our account include pass-through webhooks, custom webhooks, HMAC, and Coexistence echoes?**

Every Chakra Chat account supports pass-through webhooks, custom webhooks, HMAC, and Coexistence echoes. 

---

## 5. HMAC Secret & Rotation

**Do we supply the HMAC secret, or does Chakra generate it?** 

You supply it, set under **Admin > Team > Secrets**. *Reference: [Inbound Events Webhook — HMAC Validation](https://apidocs.chakrahq.com/doc-919167)

**Regenerating the team HMAC secret immediately invalidates the previous one. What cutover procedure prevents webhook loss during rotation, and can old/new signatures overlap temporarily?** The rotation mechanism is documented (secret set under Admin > Team > Secrets, delivered via the `X-Chakra-Signature-256` header), but no cutover procedure or signature-overlap window is supported. *Reference: [Inbound Events Webhook — HMAC Validation](https://apidocs.chakrahq.com/doc-919167)

**Can the same callback and secret receive pass-through messages, statuses, `message_echo`, and `smb_message_echo` events?** 

All Chakra-format and pass-through events (`message`, `status`, `message_echo`, `smb_message_echo`) share a single callback URL and a single HMAC secret. The Meta pass-through feed uses a separate URL, and HMAC signing for that feed specifically is not documented. *Reference: [Inbound Events Webhook](https://apidocs.chakrahq.com/doc-919167)

---

## 6. Callback URL Configuration

**Where do we configure the webhook callback URL — dashboard or API?** In the Chakra dashboard: **WhatsApp Setup page → "More" tab** → "Pass-through webhook url" field (Meta-format) and "Chakra webhook url" field (Chakra-format).

It can also be set programmatically via the plugin config API: [apidocs.chakrahq.com/api-33925592](https://apidocs.chakrahq.com/api-33925592)

*Reference: [Inbound Events Webhook](https://apidocs.chakrahq.com/doc-919167)

**Is the callback team-wide, WABA/plugin-wide, or specific to each phone number?** 

Per plugin. Each WhatsApp Setup plugin instance has its own pass-through and Chakra webhook URL fields — there is no team-level webhook. Within a given plugin, WABA/phone-number-specific webhooks can be configured. *Reference: [Inbound Events Webhook](https://apidocs.chakrahq.com/doc-919167)

---

## 7. API Idempotency

**Does any send endpoint support a client idempotency key or duplicate-suppression mechanism? After a timeout, how do we conclusively determine whether a message was accepted?** 

No idempotency key parameter is supported on the send endpoints. A successful send returns a WhatsApp message ID (`wamid`) synchronously in the response body. The documented path after a timeout is to query chat/message history and match on that `wamid` — there is no idempotency-key or duplicate-suppression mechanism on the send call itself. *Reference: [Send WhatsApp session message](https://apidocs.chakrahq.com/api-22547477) | [List chat messages](https://apidocs.chakrahq.com/api-23827415)

---

## 8. Coexistence Disconnection

**What provider-side release and escalation SLA applies when disconnecting Coexistence, including residual partner/billing associations?** 

The customer provides their own billing details to Meta directly, so no residual billing issue is possible. *Reference: [Disconnect WABA Account](https://apidocs.chakrahq.com/api-35066422) | [Deregister a WhatsApp business phone number](https://apidocs.chakrahq.com/api-39757492)

---

URL: https://chakrahq.com/help/chat/faqs/whatsapp-api-error-code-troubleshooting/whatsapp-api-marketing-messages-errors.md.md

The Marketing Messages (MM) API for WhatsApp uses the same core error codes as the Cloud API, with several additional error codes specific to its advertising and campaign-based architecture. These additional errors primarily relate to message type restrictions, template synchronisation with Meta Ads, and onboarding eligibility.


**⚠️⚠️ Note: These errors are only relevant if you are using the Marketing Messages Lite API endpoint** 

---

## **Error 100 Only Template Message**

**(MM API) - Invalid Parameter - Message Must Be a Template Message**

**ERROR CODE**

100 (MM API)

**ERROR SUMMARY**

Invalid Parameter — Message Must Be a Template Message

**ERROR DESCRIPTION**

When using the Marketing Messages API, only template messages are permitted. Attempting to send a free-form text message, media message, or any other non-template message type will result in this error.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Switch from a non-template message type to a template message type in your API request.

2. Ensure the 'type' field in the message object is set to 'template'.

3. Include the required 'template' object with the 'name', 'language', and 'components' fields.

**OTHER NOTES**

The MM API is designed specifically for marketing campaigns using approved templates. It is not a general-purpose messaging endpoint.

---

## **Error 131009 Invalid Parameters**

**MM API - Parameter Value Not Valid — Invalid Parameter or Incomplete Ad Sync**

**ERROR CODE**

131009 (MM API)

**ERROR SUMMARY**

Parameter Value Not Valid — Invalid Parameter or Incomplete Ad Sync

**ERROR DESCRIPTION**

A parameter value is invalid in the MM API context. This may be due to an invalid parameter format or because the ad synchronisation for the template has not yet completed. Ad synchronisation can take up to 10 minutes after a template is created or modified.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Verify all parameters against the MM API documentation at [https://developers.facebook.com/documentation/business-messaging/whatsapp/marketing-messages/send-marketing-messages](https://developers.facebook.com/documentation/business-messaging/whatsapp/marketing-messages/send-marketing-messages).

2. If the template was recently created or modified, wait 10 minutes for ad synchronisation to complete before retrying.

3. If the issue persists after 10 minutes, contact Meta Support.

**OTHER NOTES**

Ad synchronisation is unique to the MM API — standard Cloud API templates do not require this step. Always allow sufficient time for sync after template changes.

---

## **Error 131055 Only Marketing**

**Method Not Allowed — Only Marketing Templates Supported**

**ERROR CODE**

131055

**ERROR SUMMARY**

Method Not Allowed — Only Marketing Templates Supported

**ERROR DESCRIPTION**

The MM API does not support the template category being sent. Only templates categorised as 'MARKETING' can be sent via the MM API. Attempting to send an Authentication or Utility template will trigger this error.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. If you need to send a Utility or Authentication template, use the standard Cloud API messages endpoint instead.

2. Verify the template category — ensure the template you are sending is categorised as 'MARKETING' in WhatsApp Manager.

3. Do not attempt to recategorise non-marketing templates as marketing to bypass this restriction.

**OTHER NOTES**

Using the correct API endpoint for the correct template category is important. The MM API is specifically optimised for marketing use cases.

---

## **Error 132018 Parameters Issue**

**Template Validation Error - Issue with Template Parameters**

**ERROR CODE**

132018

**ERROR SUMMARY**

Template Validation Error — Issue with Template Parameters

**ERROR DESCRIPTION**

There is a validation error with one or more parameters in the template message within the MM API context. This is a more specific template validation error used by the MM API.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Review the error response for details on which parameters have issues.

2. Correct the parameter values and formats according to the error details.

3. Resend the message with corrected parameters.

**OTHER NOTES**

The MM API has additional parameter validation requirements beyond the standard Cloud API. Refer to the MM API-specific documentation for exact parameter specifications.

---

## **Error 134100 Only Marketing**

**Only Marketing Messages Supported**

**ERROR CODE**

134100

**ERROR SUMMARY**

Only Marketing Messages Supported

**ERROR DESCRIPTION**

Available with Graph API version 23.0 and later. You are attempting to send a Utility or Authentication template via the MM API, which exclusively supports Marketing category templates.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Use the standard Cloud API for sending Utility or Authentication templates.

2. Ensure templates sent via MM API are categorised as 'MARKETING'.

**OTHER NOTES**

This error code is available from Graph API v23.0 onwards and provides a more explicit version of the restriction previously returned as Error 131055.

---

## **Error 134101 — Template Is Still Syncing**

**ERROR CODE**

134101

**ERROR SUMMARY**

Template Is Still Syncing

**ERROR DESCRIPTION**

Available with Graph API version 23.0 and later. You are attempting to send a newly created template before its ad synchronisation process has completed. Ad sync can take up to 10 minutes.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Wait 10 minutes after creating or modifying a template before attempting to send it via the MM API.

2. Implement a delay and retry mechanism in your campaign dispatch logic.

**OTHER NOTES**

This more specific error code (compared to 131009) makes it easier to identify sync-related vs. other parameter validation issues. Available from Graph API v23.0.

---

## **Error 134102 Template Unavailable**

**Template Unavailable for Use - Ad Sync Failed or Ineligible Account**

**ERROR CODE**

134102

**ERROR SUMMARY**

Template Unavailable for Use — Ad Sync Failed or Ineligible Account

**ERROR DESCRIPTION**

Available with Graph API version 23.0 and later. The template cannot be used, either because ad synchronisation failed or because the WABA is not eligible for the Marketing Messages API.

HTTP Status: 500 Internal Server Error.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Check your WABA's MM API eligibility status by querying the 'marketing\_messages\_lite\_api\_status' field.

2. If the status is 'ONBOARDED' and the problem persists, contact Meta Direct Support.

3. If the status is not 'ONBOARDED', follow the MM API onboarding process at [https://developers.facebook.com/documentation/business-messaging/whatsapp/marketing-messages/onboarding](https://developers.facebook.com/documentation/business-messaging/whatsapp/marketing-messages/onboarding).

**OTHER NOTES**

The MM API has a separate onboarding process from the standard Cloud API. WABAs must be explicitly onboarded to use the MM API.

---

## **Error 1752041 - Already Invited**

**Duplicate Request — Client Already Invited to Onboard**

**ERROR CODE**

1752041

**ERROR SUMMARY**

Duplicate Request — Client Already Invited to Onboard

**ERROR DESCRIPTION**

An onboarding request for this business customer has already been submitted by another partner. The MM API onboarding process is limited to one request per business customer — only the first partner to call the intent API can submit the request.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. If you receive this error, no further action is needed on your part. All eligible WABAs for the client are included in the onboarding process initiated by the first partner.

2. If you are the correct partner and believe this is an error, contact Meta Support.

3. Do not resubmit the onboarding intent — doing so will not change the outcome.

**OTHER NOTES**

This safeguard prevents multiple partners from onboarding the same client, which could cause conflicts. The first partner submission takes precedence and covers all eligible WABAs.

---

URL: https://chakrahq.com/help/chat/getting-started/quick-try-all-chakra-chat-features.md.md

Once your account setup is complete. You can quickly test to understand the working Chakra product features. Below is the a quick guide to test all the key features in Chakra.

## Test Chatbot Feature

- Go to 👉 [Chatbot Settings](https://app.chakrahq.com/admin/chatbot-settings) and click on \*\*Use \*\*in the **Test Chatbot**

![Choose Test Chatbot](https://static-data.chakrahq.com/assets/images/whatsapp/Testing-Try-Features/Test-Chatbot-1.png)

- Go to the Chatbots. The Test Chatbot has been added to your chatbot.

![Check Added Chatbot](https://static-data.chakrahq.com/assets/images/whatsapp/Testing-Try-Features/Test-Chatbot-2.png)

- Navigate to WhatsApp Setup. Go to the More tab and in the Auto reply chatbot field select the **Test Chatbot** from the dropdown and click on **Save**.

![Make the Chatbot Live](https://static-data.chakrahq.com/assets/images/whatsapp/Testing-Try-Features/Test-Chatbot-3.png)

- Next, send a message to your connected WhatsApp Number in Chakra from your personal WhatsApp number. The Chatbot will be live in action.

## Test Shared Chat Inbox Feature

Go to 👉 [Chakra Chat Inbox](https://app.chakrahq.com/chats)

1. **Send a test message** to the connected WhatsApp API number from your WhatsApp number
2. **Manage reply** from Chakra Chat Inbox
3. Open the Chakra Chat window and select the chat
4. Reply to a test message.

      ![Send a Reply](https://static-data.chakrahq.com/assets/images/whatsapp/Testing-Try-Features/Test-Chatinbox-2.png)

3. Send an **image attachment** along with a text message.

   ![Attach Image](https://static-data.chakrahq.com/assets/images/whatsapp/Testing-Try-Features/Test-Chatinbox-3.png)

4. Explore other features:

- **Assign Chat** to a User
- **Navigate Lead** from Chat
   ![Test other features](https://static-data.chakrahq.com/assets/images/whatsapp/Testing-Try-Features/Test-Chatinbox-4.png)

## Test Incoming Messages

Go to 👉 [Chakra Chat Inbox](https://app.chakrahq.com/chats)

1. From your **WhatsApp personal app**: Send a message to the connected WhatsApp Business API Number.
2. Open the **incoming chat** in Chakra Chat to view the message. You get a pop-up sound and a browser notification for a new message.

   ![Track Incoming Message](https://static-data.chakrahq.com/assets/images/whatsapp/Testing-Try-Features/Test-inbound-Message.png)

Start Here 👉  [Create Message Template](https://app.chakrahq.com/admin/whatsapp-message-templates)

## Test WhatsApp Template Message

1. Click **Add**

   ![Add Message Template](https://static-data.chakrahq.com/assets/images/whatsapp/aug-8-2025/Feature_Template_Add_New-1.png)

2. Name the template and click **Save**

   ![Name the Template](https://static-data.chakrahq.com/assets/images/whatsapp/Testing-Try-Features/test-template-2.png)

3. Add Template Details:
4. Add Marketing in the Category and English/ preferred language in the Language field.
5. Add a short template message body or use this template sample below. Then **Click Save**

> *Our Annual Sale is LIVE! Use your offer code: OFFER25P to avail a discount of 25% on your purchase.*

![Add message body](https://static-data.chakrahq.com/assets/images/whatsapp/Testing-Try-Features/test-template-3.png)

\*

1. Refresh to check template approval status, generally approved in under 2 minutes.

![Template Status](https://static-data.chakrahq.com/assets/images/whatsapp/Testing-Try-Features/test-template-4_.png)

## Test a Broadcast Campaign

Start here 👉 [Chakra Chat](https://app.chakrahq.com/)

1. Go to  \*\*Campaigns, \*\*then click on \*\*New Broadcast\*\*

   ![New Broadcast](https://static-data.chakrahq.com/assets/images/whatsapp/aug-8-2025/Feature_Broadcast_Add_New-1.png)

2. Enter a **test phone number** in the phone number column in the Add Lead table, then **click Next.**

   ![Add Phone Number](https://static-data.chakrahq.com/assets/images/whatsapp/Testing-Try-Features/Test-broadcast-1.png)

3. **Choose an existing template**

   ![Use an Existing Template](https://static-data.chakrahq.com/assets/images/whatsapp/Testing-Try-Features/Test-broadcast-2a.png)

   **OR**


   **Create a new template** by adding a message body. **Click Next.**

>  Sample message copy 👉 *\* Our Annual Sale is LIVE! Use your offer code: OFFER25P to avail a discount of 25% on your purchase.*

   ![Create a NEW Template](https://static-data.chakrahq.com/assets/images/whatsapp/Testing-Try-Features/Test-broadcast-2b.png)

4. Click on **Launch**. The campaign is now launched.

   ![Launch](https://static-data.chakrahq.com/assets/images/whatsapp/Testing-Try-Features/Test-broadcast-3.png)

---

URL: https://chakrahq.com/help/chat/faqs/faq-chakra-chat-general.md.md

# Chakra Chat FAQ

### Features in Starting Tier?

The **Entry Tier** (Starter Plan – $12.49/month) gives you  **access** to additional features than the Free Tier.

**Key Features**

- WhatsApp Number: Connect upto 2 Numbers
- Users: Add upto 3 Users 
- Chat Inbox
- No-Code Chatbot Builder
- Contact Segmentation & Tags
- Template Management
- Broadcast, Drip & Retargeting Campaigns
- Basic Lead Management
- Chat Widget & Website Chat
- Webhooks & APIs
- Mobile App (iOS, Android)

**Messaging limits**

- 10,000  **template messages**/month 
- Extra templates: **$0.001 each** (pro-rated)
- Meta conversation fees paid directly to WhatsApp

👉 **Full feature comparison**: [Chakra Pricing Plans](https://chakrahq.com/product/chakra-chat/pricing/)

---

### Is Chatbot in Starter Plan?

**Yes – 100% included in Starter.**

Build unlimited:

- FAQ bots
- Lead-capture flows
- Keyword-triggered bots
- Auto-replies
- Full custom conversational journeys

No feature gaps, no add-ons needed.

---

### How Chakra help in setup?

Chakra team supports new customers with the WhatsApp Business API setup through:

- Detailed Setup Help Documentation
- Setup Video Tutorials
- Tickets for Issue Resolution
- Setup Call for Advanced Plan Subscribers

Most teams are live in **5–10 minutes**.

📚 [Getting Started Guide](https://help.chakrahq.com/chat/getting-started)

---

URL: https://chakrahq.com/help/chat/miscellaneous-features.md.md

<DocCardList />

---

URL: https://chakrahq.com/help/chat/faqs/whatsapp-api-error-code-troubleshooting/whatsapp-api-registration-migration-errors.md.md

Registration errors occur during the phone number registration, deregistration, verification, or migration processes. These errors are critical to resolve quickly, as an unregistered or incorrectly registered phone number cannot send or receive WhatsApp messages.

Always use the fbtrace\_id from the error response when contacting Meta Support about registration issues.

---

## **Error 133000 - Partial Deregister**

**Incomplete Deregistration — Previous Deregistration Failed**

**ERROR CODE**

133000

**ERROR SUMMARY**

Incomplete Deregistration — Previous Deregistration Failed

**ERROR DESCRIPTION**

A previous attempt to deregister the phone number did not complete successfully, leaving the number in an inconsistent state. The number must be fully deregistered before it can be registered again.

HTTP Status: 500 Internal Server Error.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Attempt to deregister the phone number again using the Deregister endpoint: DELETE /{phone-number-id}/deregister.

2. After successful deregistration, proceed with registration.

3. If the deregistration fails again, contact Meta Direct Support with the fbtrace\_id.

**OTHER NOTES**

Incomplete deregistrations can occur due to network interruptions or server errors during the deregistration process. Always verify deregistration completion before attempting re-registration.

---

## **Error 133004 - Server Unavailable**

**Server Temporarily Unavailable**

**ERROR CODE**

133004

**ERROR SUMMARY**

Server Temporarily Unavailable

**ERROR DESCRIPTION**

The WhatsApp registration server is temporarily unavailable. This is a transient error that typically resolves on its own.

HTTP Status: 503 Service Unavailable.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Check the WhatsApp Platform Status page (https://metastatus.com/whatsapp-business-api) for any active outages.

2. Implement exponential backoff retry logic and attempt the registration again after a short delay.

3. Review the 'details' field in the error response for any additional context.

**OTHER NOTES**

This error should be treated as transient. If it persists for more than 30 minutes, check the Meta status page and consider filing a support ticket.

---

## **Error 133005 - PIN Mismatch**

**Two-Step Verification PIN Mismatch**

**ERROR CODE**

133005

**ERROR SUMMARY**

Two-Step Verification PIN Mismatch

**ERROR DESCRIPTION**

The two-step verification PIN included in the registration request does not match the PIN set for the phone number. This is a security error to prevent unauthorized registration of phone numbers.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Verify that the correct two-step verification PIN is being passed in the 'pin' field of the registration request.

2. If you have forgotten the PIN, disable two-step verification in WhatsApp Manager and set a new PIN.

3. Be aware that there is a rate limit on PIN guesses — too many incorrect attempts will trigger Error 133008.

**OTHER NOTES**

Two-step verification is a security feature for WhatsApp Business phone numbers. Ensure the PIN is stored securely and is accessible to the system that performs registrations.

---

## **Error 133006 - Re-verification**

**Phone Number Re-verification Needed**

**ERROR CODE**

133006

**ERROR SUMMARY**

Phone Number Re-verification Needed

**ERROR DESCRIPTION**

The phone number needs to be re-verified (via SMS or voice OTP) before it can be registered. This occurs when the number has not been verified recently or when the verification has expired.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Initiate the verification process by calling the Request Code endpoint to send an OTP to the phone number.

2. Enter the received OTP using the Verify Code endpoint.

3. Once verified, retry the registration.

4. Follow the full registration guide at [https://developers.facebook.com/documentation/business-messaging/whatsapp/solution-providers/registering-phone-numbers](https://developers.facebook.com/documentation/business-messaging/whatsapp/solution-providers/registering-phone-numbers).

**OTHER NOTES**

This error is common when registering a phone number that was previously registered on a different system or that has been deregistered for a while.

---

## **Error 133008 - PIN Attempts**

**Too Many Two-Step Verification PIN Guesses**

**ERROR CODE**

133008

**ERROR SUMMARY**

Too Many Two-Step Verification PIN Guesses

**ERROR DESCRIPTION**

The phone number has been temporarily locked from registration attempts because too many incorrect two-step verification PIN attempts were made.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Wait for the lockout period to expire. The wait time is specified in the 'details' field of the error response.

2. After the wait period, retry with the correct PIN.

3. To prevent this in the future, ensure the correct PIN is being used and limit the number of automated retry attempts for PIN verification.

**OTHER NOTES**

This is a security lockout mechanism to prevent brute-force attacks on phone number registrations. Do not attempt to bypass or work around this limit.

---

## **Error 133009 - PIN Entered Quickly**

**Two-Step Verification PIN Entered Too Quickly**

**ERROR CODE**

133009

**ERROR SUMMARY**

Two-Step Verification PIN Entered Too Quickly

**ERROR DESCRIPTION**

The two-step verification PIN was entered too quickly after the previous attempt. There is a mandatory minimum time delay between PIN attempts.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Review the 'details' field for information on the required wait time.

2. Implement a delay between registration retry attempts in your provisioning code.

3. Do not implement tight retry loops for registration — allow sufficient time between attempts.

**OTHER NOTES**

This error is typically encountered in automated registration pipelines that retry too aggressively. Add a minimum 30-second wait between registration attempts as a best practice.

---

## **Error 133010 - Not Registered**

**Phone Number Not Registered on WhatsApp Business Platform**

**ERROR CODE**

133010

**ERROR SUMMARY**

Phone Number Not Registered on WhatsApp Business Platform

**ERROR DESCRIPTION**

The phone number is not currently registered on the WhatsApp Business Platform. This error occurs when trying to send messages or perform operations on a phone number that has not completed the registration process.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Register the phone number using the Registration API before attempting to send messages.

2. Follow the registration guide at [https://developers.facebook.com/documentation/business-messaging/whatsapp/business-phone-numbers/registration](https://developers.facebook.com/documentation/business-messaging/whatsapp/business-phone-numbers/registration).

3. Verify registration was successful by checking the phone number status in WhatsApp Manager.

**OTHER NOTES**

In Chakra Chat, all configured phone numbers are automatically checked for registration status. Unregistered numbers will show a warning indicator in the phone number settings.

---

## **Error 133015 - Recently Deleted**

 **Please Wait Before Re-registering a Recently Deleted Phone Number**

**ERROR CODE**

133015

**ERROR SUMMARY**

Please Wait Before Re-registering a Recently Deleted Phone Number

**ERROR DESCRIPTION**

The phone number you are attempting to register was recently deleted, and the deletion process has not yet completed. WhatsApp requires a waiting period before a recently deleted number can be re-registered.

HTTP Status: 400 Bad Request.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Wait approximately 5 minutes before retrying the registration request.

2. If after 5 minutes the error persists, wait an additional 5–10 minutes before retrying again.

3. Check WhatsApp Manager to confirm the phone number has been fully removed before attempting re-registration.

**OTHER NOTES**

Phone number deletion and re-registration workflows should always include this waiting period in the provisioning logic to avoid this error.

---

## **Error 131045 - Incorrect Certificate**

**Incorrect Certificate — Phone Number Registration Error**

**ERROR CODE**

131045

**ERROR SUMMARY**

Incorrect Certificate — Phone Number Registration Error

**ERROR DESCRIPTION**

The message failed because the phone number has a registration certificate issue. This typically means the phone number was not properly registered with the WhatsApp Cloud API.

HTTP Status: 500 Internal Server Error.

**RESOLUTION & TROUBLESHOOTING STEPS**

1. Deregister the phone number and then re-register it using the correct registration flow.

2. Follow the registration documentation at [https://developers.facebook.com/documentation/business-messaging/whatsapp/business-phone-numbers/registration](https://developers.facebook.com/documentation/business-messaging/whatsapp/business-phone-numbers/registration).

3. Ensure the registration is completed successfully before attempting to send messages.

**OTHER NOTES**

This error can occur if a phone number was migrated between WABAs or systems without following the correct migration procedure. Always use the official migration APIs for phone number transfers.

---

URL: https://chakrahq.com/help/chat/getting-started/setup-whatsapp-account/add-multiple-waba-or-phone-numbers.md.md

# Overview

Create multiple Phone numbers to your WhatsApp Business account in Chakra or create multiple WhatsApp Business Accounts in the same Chakra WhatsApp Setup.

## Connect Multiple Phone Numbers/ WABAs

### Go to 👉 [WhatsApp Setup](https://app.chakrahq.com)

In the `ReConnect WhatsApp` section click on `Continue with Facebook`

![ReConnect WhatsApp](https://static-data.chakrahq.com/assets/images/whatsapp/aug-25-2025/Setup_Add_new_number_WABA.png)

### Follow the WhatsApp Setup steps

> **Follow the setup steps as done for a new WhatsApp setup**

[New Number setup](https://help.chakrahq.com/chat/getting-started/setup-whatsapp-account/connecting-whatsapp#2-continue-as-facebook-profile) [Coexistence Setup](https://help.chakrahq.com/chat/getting-started/setup-whatsapp-account/connecting-whatsapp#2-connect-with-facebook)

### At Create or Select WhatsApp Business Account step

At this step [Create or Select your WhatsApp Business Profile](https://help.chakrahq.com/chat/getting-started/setup-whatsapp-account/connecting-whatsapp#7-select-whatsapp-business-account)

![Create or Select WABA](https://static-data.chakrahq.com/assets/images/whatsapp/aug-25-2025/Setup_Add_New_Number.png)

### To Add Multiple Phone Number to same WABA

- Choose your relevant `Business Portfolio`

![Select Business Portfolio](https://assets.help.chakrahq.com/chat/Embedded Signup/WhatsApp_Number_ES_Portfolio_1.png)

- In the `Choose a WhatsApp Business account`, choose an existing WABA (OPTION 3 in image)

![Select Business Account](https://assets.help.chakrahq.com/chat/Embedded Signup/WhatsApp_Number_ES_Select_1.png)

- In the the *Add your WhatsApp Phone Number* section choose `Add a New Number`, `Verify` and continue with the setup

### Add a New WhatsApp Business Account

- In the `Choose a WhatsApp Business account`, choose `Create a WhatsApp Business account`

![Add NEW WhatsApp Business Account](https://assets.help.chakrahq.com/chat/Embedded%20Signup/WhatsApp_Number_ES_WhatsApp_Business_New.png)

- In the the *Add your WhatsApp Phone Number* section choose `Add a New Number`, `Verify` and continue with the setup

**Complete the setup and it should successfully reflect multiple Phone Numbers or WABA**

For any issues, contact Chakra support

---

URL: https://chakrahq.com/help/chat/getting-started/get-help-support.md.md

## Create a Ticket with Chakra

If you are facing any issue you can create a ticket with the Chakra support team.

**Go To Chakra Support**

Go To [Chakra Support](https://app.chakrahq.com/internal-tickets) or Navigate to the `⍰ icon` on the top right corner of the Chakra dashboard

**Go to All Tickets**

Click on `All Tickets`

![All Tickets Page](https://assets.help.chakrahq.com/chat/Help%20Support/Chakra_All_Tickets.png)

In the `Tickets` page, click on `Create Ticket`

Add details in the Ticket body and click `Create`

![Create Ticket](https://assets.help.chakrahq.com/chat/Help Support/Chakra_Create_Ticket.png)

**Add Ticket Details**

Add a topic to the ticket and describe your issue in the ticket body.

![Ticket details](https://assets.help.chakrahq.com/chat/Help Support/Create_Ticket_Edit_Image.png)

Add image screenshot

![upload_image_attachment_chakra_ticket](https://assets.pages.chakrahq.com/media/upload_image_attachment_chakra_ticket.gif)

**Note:** For ticket related to any error or issue, please share the following details:

1. Clear issue description in steps
2. Attached Image for any error message
3. Screen Recording in a drive URL (if required)

### Track the ticket

You can track the tickets from [Chakra Tickets](https://app.chakrahq.com/internal-tickets).

![Track Tickets in All Tickets](https://assets.help.chakrahq.com/chat/Help Support/Track_Tickets_Chakra.png)

**Note:** An email notification is sent for every new response from Chakra team

### Reply on the ticket

![Reply on Tickets](https://assets.help.chakrahq.com/chat/Help Support/Ticket_Response_1.png)

Track Ticket Status and ETA

---

## Request Review in Meta Business Manager

- Go to [Business Support Home](https://www.facebook.com/business-support-home)
- Choose `Portfolio` in Account overview
- Scroll Down to WhatsApp accounts section
- Check for any entry for Policy Violations (spam reports, restricted content/categories, or account bans) and Account Restrictions

![Business Support Home](https://assets.help.chakrahq.com/chat/Help Support/Business_Support_Home.png)

- Click on the Violation Entry

![WhatsApp Section](https://assets.help.chakrahq.com/chat/Help Support/Business_Support_Home_Section.png)

**Go to Request Review**

![Request Review](https://assets.help.chakrahq.com/chat/Help%20Support/Business_Support_Request_Review.png)

- Add a request review descriptio*n* using the the suggested reveiw template above
- **Submit the** review form

![Add review and Submit Appeal](https://assets.help.chakrahq.com/chat/Help Support/Business_Support_Home_Submit_Appeal.png)

---

## WhatsApp Support [Business app]

**Go to WhatsApp Business App**

Click on ⋮ icon on the top right corner

![Settings](https://assets.help.chakrahq.com/chat/Help%20Support/WhatsApp_Support_Business_Settings_1.jpg)

**Click on `Help and feedback`**

![Help and feedback](https://assets.help.chakrahq.com/chat/Help Support/WhatsApp_Support_Business_Help_feedback.jpg)

**Go to `Help centre`**

![Help centre](https://assets.help.chakrahq.com/chat/Help Support/WhatsApp_Support_Business_Help_Centre.jpg)

**Click on `Contact Us` widget on the bottom**

![Contact us](https://assets.help.chakrahq.com/chat/Help%20Support/WhatsApp_Support_Business_Contact_us.jpg)

**Click on Start Chat**

![Start Chat](https://assets.help.chakrahq.com/chat/Help Support/WhatsApp_Support_Business_Start_Chat.jpg)

**Continue with Chat on `WhatsApp Support`**

![Continue with Chat](https://assets.help.chakrahq.com/chat/Help Support/WhatsApp_Support_Business_Chat_Help.jpg)

Share your issue or query with all the details

---

URL: https://chakrahq.com/help/chat/faqs/faq-general-whatsapp-api.md.md

### What’s the difference between a “message” and a “conversation”?\*\*

- **Message** A single interaction — like sending a text, image, or file.
- **Conversation** A 24-hour session where you can exchange **unlimited** messages with a user. WhatsApp charges businesses **per conversation window**, not per message.

---

### Can I use the WhatsApp Business API with my regular WhatsApp Business app?\*\*

WhatsApp has introduced a **“coexistence”** featurethat **allows** you to use **both** the Business API **and** the WhatsApp Business app on the **same number**.

#### What you get\*\*

- Run automation, campaigns, unified Inbox via the API
- Continue to Chat manually with customers in the app

#### Chakra\*\* supports this fully and can help you enable it. Learn more about [WhatsApp Coexistence](https://help.chakrahq.com/chat/faqs/coesxistance-faqs)(CoEx)

---

URL: https://chakrahq.com/help/chat/api-webhook-integration.md.md

<DocCardList />

---

URL: https://chakrahq.com/help/chat/getting-started/account-setup-timelines.md.md

#### **Overview**

Below is an estimated timeline of key actions required to setup your WhatsApp Business API account with Chakra Chat.

- Start Incoming & Sending Service Messages: 15 Minutes
- Start Template Messages: 24 Hours

| **S No** | **Setup Step** | **Type** | **Timeline (ETA)** | **Notes** |
| 1 | Chakra Account Creation | Creation | 2 Minutes | Must Have |
| 2 | WhatsApp Number Connection | Creation | 5-15 Minutes | Must Have |
| 3 | Adding Payment Method in Meta for Template charges | Creation | 5 Minutes | Needed for Template Message sending |
| 3.1 | Payment Method approval (Meta) | Approval | **1 Day** | Needed for Template Message sending |
| 4 | Template Message Creation | Creation | < 5 Minutes | Needed for Template Message sending |
| 4.1 | Template Message Approval (Meta) | Approval | **1 Day** | Needed for Template Message sending |
| 5 | Business Verification Updation | Creation | 15 Minutes | Not a blocker. Needed for higher volume messaging |
| 5.1 | Business Verification Creation | Approval | 2-14 Days | Not a blocker. Needed for higher volume messaging |
| 6 | Broadcast Campaign | Creation | 5 Minutes |  |
| 6.1 | Broadcast Campaign | Execution | 5-30 Minutes | Subject to campaign audience size. |
| 7 | Display Name | Approval | 1-3 Days | Not a blocker. Not relevant for Coexistence setup as display name is not supported. |

---

URL: https://chakrahq.com/help/chat/getting-started/setup-whatsapp-account/errors-while-connecting-whatsapp.md.md

## Overview

Setting up a WhatsApp Business Account using the Chakra Chat Embedded Signup (ES) flow. However, users do face errors during the process and need assistance to fix them immediately.

## WhatsApp API Setup: Common Errors and Their Resolution

### Error 1: Phone isn't eligible

![Phone isn't eligible more activity](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Error%20Messages/Error-Setup-Coexist-Your_phone_number_is_not_eligible_to_connect_to_the_WhatsApp_Business_platform._Additional_activity_on_the_WhatsApp_Business_app_is_required_to_help_determine_eligibility.png)

- **Error message:** Your phone number isn't eligible to connect to the WhatsApp Business Platform. More activity on the WhatsApp Business App is needed to help determine eligibility.
- **Cause:** Meta requires the phone number to have been actively used on the WhatsApp Business App for at least 7 days to establish credibility. New or recently registered numbers may not meet eligibility criteria.
- **Solution:** Actively use the WhatsApp Business App for at least 4-7 days to establish messaging history and credibility. Engage in regular communication with customers to demonstrate consistent usage. Do the Following Actions:
- Send messages to new numbers (7-10 numbers)
- Reply to incoming messages from new numbers
- Save numbers as contacts.

### Error 2: Phone registered to existing WhatsApp

![Phone registered to existing](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Error%20Messages/Error_This_number_is_registered_to_an_existing..png)

- **Error message:** This number is registered to an existing WhatsApp account. To use this number, disconnect it from the existing account. Then, return to this page and re-enter the number.
- **Cause:** Meta restricts the immediate reuse of a phone number previously registered with a WABA account. A cooldown period of 1–2 months is required to re-establish the number’s eligibility in the WhatsApp Business App.
- **Resolution:** If the phone number was previously used for a WABA, delete the WABA account via the provider’s platform or from the WhatsApp Manager. Download the WhatsApp Business App, sign up with the same number, and use it actively for 1–2 months to build credibility.

### Error 3: Facebook API is not initialized

![Facebook API not initialized](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Error%20Messages/Error_This_number_is_registered_to_an_existing..png)

- **Error message:** Facebook API is not initialized
- **Cause:** This is a temporary issue during the launch of the embedded signup flow
- **Resolution:** Do a hard refresh, Windows (Ctrl + F5) or macOS (Shift + Command + R) and try clicking on Continue with Facebook

### Error 4: Portfolio Limit reached

![Portfolio Limit Reached](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Error%20Messages/Error_Max_Portfolio_You_have_reached_the_limit_for_the_number_of_Businesses_you_can_create_at_this_time.webp)

- **Error Message:** You have reached the limit for the number of Businesses you can create at this time.
- **Cause:** There is a limit to the number of Business Accounts that you can create.
- **Solution:** Please use an existing Business Account.

### Error 5: Maximum Allowed Phone Linked

![Maximum Phone Limit Reached](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Error%20Messages/Error-Setup-_You_have_already_linked_the_maximum_number_of_phone_numbers_allowed_for_this_Business_Account._Delete_a_phone_number_to_continue..png)

- **Error Message:** You have already linked the maximum number of phone numbers allowed for this Business Account. Delete a phone number to continue or request additional numbers.
- **Cause:** The default cap is of 2, and this scale upto 20 numbers over time. Adding number more than the meta authorized cap or the maximum limit can lead to this error.
- **Solution:** Delete an existing number and then add a new number OR use an existing number OR wait for your limit cap to be increase if below 20

### Error 6: Display Name Rejected

- **Error Message:**  This WhatsApp Business account can't use **Current Display Name** as its display name because it violates WhatsApp's Display Name Guidelines. Review the guidelines and submit a new name.
- **Cause:** The submitted business display name violates WhatsApp's guidelines ( doesn’t match the business, contains emojis, is too generic.
- **Solution:** Review WhatsApp’s [Display Name Guidelines](https://www.facebook.com/business/help/757569725593362) and adjust the name to match the registered business name or website. Enter a new display name and submit again.

### Error 7: Error While Pairing Cloud API

- **Error Message:** : `Error While Pairing Cloud API` during WhatsApp Coexistence Setup in the Emebedded Signup (ES) flow.
- **Cause:** The most likely cause is that your WhatsApp Business number was restricted recently by Meta.(Offical Error documentation awaited from meta).
- **Solution:** It is suggested to wait for the restriction on your WhatsApp business number to be removed and then try the WhatsApp Coexistence setup in Chakra again.

### Error 8: Business Sharing with Partner

**Error message** : The business is already sharing this WhatsApp Business account with a partner. Switching partners is not supported in this flow. Disconnect the current partner in the WhatsApp Business app, then return here to connect a new partner.

**Cause**: This case occurs if you have previously connected your WhatsApp Business Number with a BSP and now attempting to migrate the same number to Chakra Chat. Due to the credit line associated with previous Coexistence BSP still linked to the number, the registration fails.

**Solution 1**: Reset your WhatsApp Business App account. Use guide - [https://chakrahq.com/help/learning-centre/whatsapp-business/reset-whatsapp-business-app](https://chakrahq.com/help/learning-centre/whatsapp-business/reset-whatsapp-business-app)

**Solution 2:** Convert to WhatsApp personal app account, convert it back to WhatsApp Business 

1. **Save anything you need first.** Export or back up recent customer conversations from the old provider before disconnecting, since chat history won't carry over automatically.
2. **Remove the number from Coexistence.** Open the WhatsApp Business App and disconnect the business account from its current API partner.
3. **Switch to the WhatsApp Personal App.** Log the number back in there — this step effectively clears the old business/API linkage.
4. **Re-add it as a business account.** Reconnect the number within the WhatsApp Business App as normal.
5. **Restart onboarding in Chakra.** Go through the Coexistence setup flow again from your Chakra account. Because the number is starting fresh, it'll generate a new WABA ID that isn't tied to the old credit line.

### Error 9: Fixing the "WABA Already Has a Payment Method" Error During Coexistence Setup

**Exact Error:** 

**In short:** the number's billing history is anchored to its old WABA, and Chakra can't inherit it.

**When you'll run into this**

This shows up specifically if your number was already onboarded to Coexistence through a different platform before you tried connecting it to Chakra. A handful of common cases:

- You previously ran Coexistence through another BSP and are now migrating to Chakra.
- A teammate or agency set this number up elsewhere in the past, possibly without your knowledge.
- The number was part of a Coexistence trial or pilot on a different tool.

**How to resolve it?**

Since the credit line can't be transferred directly, the fix is to reset the WABA so a fresh one gets created — then Chakra can attach to it cleanly. Here's the sequence:

**Solution 1**: Reset your WhatsApp Business App account. Use guide - [https://chakrahq.com/help/learning-centre/whatsapp-business/reset-whatsapp-business-app](https://chakrahq.com/help/learning-centre/whatsapp-business/reset-whatsapp-business-app)

**Solution 2:** Convert to WhatsApp personal app account, convert it back to WhatsApp Business 

1. **Save anything you need first.** Export or back up recent customer conversations from the old provider before disconnecting, since chat history won't carry over automatically.
2. **Remove the number from Coexistence.** Open the WhatsApp Business App and disconnect the business account from its current API partner.
3. **Switch to the WhatsApp Personal App.** Log the number back in there — this step effectively clears the old business/API linkage.
4. **Re-add it as a business account.** Reconnect the number within the WhatsApp Business App as normal.
5. **Restart onboarding in Chakra.** Go through the Coexistence setup flow again from your Chakra account. Because the number is starting fresh, it'll generate a new WABA ID that isn't tied to the old credit line.

Once this is done, the connection to Chakra should complete without the payment-method error.

**Worth knowing!**

- This limitation applies to every platform offering Coexistence — it's a Meta-level rule, not something specific to how Chakra is built.
- Expect a short gap in message visibility while you disconnect and reconnect; this is normal and resolves once the new WABA finishes syncing with Chakra.

**Where to Meta documentation for this error?**

Meta documents this credit-line behavior in their partner-switching guidance, which covers what happens to existing lines of credit when a business moves between solution providers: [Meta — Switching Partners and Line of Credit](https://developers.facebook.com/documentation/business-messaging/whatsapp/solution-providers/support/business-customer-support#switch-partners-and-remove-previous-line-of-credit)

---

URL: https://chakrahq.com/help/chat/faqs/faq-general-whatsapp-api/guidelines-for-bulk-messaging.md.md

# Overview

WhatsApp's template messages enable businesses to send bulk broadcasts for notifications, promotions, or updates to opted-in users efficiently. These pre-approved, structured messages ensure compliance with WhatsApp's policies while maximizing engagement. We outline the best practices for creating and managing bulk broadcast campaigns using WhatsApp template messages, along with common errors and solutions to help businesses achieve high delivery rates and customer satisfaction.

---

## **Best Practices for Broadcast Messaging**

To ensure successful bulk broadcasts and unrestricted operations while being compliant with WhatsApp policies, follow these best practices:

### 1. Secure User Opt-In Consent

Obtain clear, documented consent from users before adding them to your broadcast list. This is a legal requirement in many regions and prevents spam complaints.

- **How to Implement**: Use opt-in methods like website forms, WhatsApp QR codes, or click-to-chat links with clear language (e.g., "You wish to receive updates from the business on WhatsApp Number").
- **Example**: "Join our WhatsApp updates for exclusive offers! Reply INTERESTED to opt-in."
- **Tip**: Maintain a record of opt-ins and opt-in flows for compliance.

![Opt In](https://assets.help.chakrahq.com/admin/WhatsApp_Messaging_Guidelines_Optin.png)

### 2. Select Appropriate Template Category

WhatsApp classifies templates as Marketing, Utility, or Authentication. Choose the correct category to align with your message's objective:

- **Marketing**: Promotions, product launches, or retargeting (e.g., abandoned cart reminders). Note: Marketing messages to U.S. phone numbers are paused as of April 1, 2025.
- **Utility**: Transactional updates like order confirmations, delivery notifications, or account alerts.
- **Authentication**: One-time passcodes/OTP for account verification.
- **Tip**: Mismatched categories will lead to template rejections. Review them before submitting.

![Template Category](https://assets.help.chakrahq.com/admin/WhatsApp_Messaging_Guidelines_Template_Category.png)

### 3. Frame concise template messages

Keep templates short, clear, and relevant. Use variables (e.g., `{{name}}`, `{{order_id}}`) to personalize content with user-specific details, such as names, order numbers, or dates.

- **Example**: "Hi `{{name}}`, your order `{{order_id}}` is out for delivery. Track it: `{{location}}`."
- **Tip**: Avoid adding messages with excessive text or promotional phrases to maintain clarity.

### 4. Use proper Template Names

Assign clear, unique names to templates (e.g., "order\_confirmation\_v2" instead of "template\_01") to reflect their purpose. This aids WhatsApp reviewers and simplifies campaign management.

- **Tip**: Avoid reusing names of deleted templates within 30 days to prevent rejection.

![Template Names](https://assets.help.chakrahq.com/admin/WhatsApp_Messaging_Guidelines_Template_name.png)

### 5. Include Opt-Out details

Provide a clear way for users to unsubscribe from future messages to comply with WhatsApp's policies and respect user preferences.

- **Example**: "Reply STOP to opt out of updates."
- **Tip**: Monitor opt-out requests and promptly remove users from your broadcast list.

### 6. Adhere to WhatsApp's Policies

Ensure templates comply with WhatsApp's Commerce Policy and Business Terms of Service. Avoid:

- Prohibited content (e.g., drugs, weapons, adult content).
- Requests for sensitive information (e.g., credit card numbers, national IDs).
- Promotional language in utility templates (e.g., "Free Gift!" in an order update).
- **Tip**: Acquaint yourself with WhatsApp's policies to prevent rejections or account restrictions.

Refer the [WhatsApp Business Messaging Policy](https://business.whatsapp.com/policy) for more details

### 7. Use Full URLs

Include complete URLs in call-to-action (CTA) buttons or as links. Avoid URL shorteners (e.g., bit.ly), as they obfuscate destinations and lead to rejection.

- **Tip**: Verify domain ownership in Meta Business Manager for added trust.

![Full URLs](https://assets.help.chakrahq.com/admin/WhatsApp_Messaging_Guidelines_URL.png)

### 8. Add Media Appropriately

If using media (images, videos, or documents), ensure they enhance the message and comply with WhatsApp's guidelines. Submit sample media during template creation to clarify its purpose.

- **Example**: Include a product image in a marketing template to showcase an offer.
- **Tip**: Avoid large file sizes (e.g., images >5MB, videos >16MB) to ensure compatibility.

### 9. Segment Broadcast Audience

Divide your broadcast list into targeted segments based on user behavior, preferences, or demographics to increase engagement and reduce opt-outs.

- **Example**: Send abandoned cart reminders only to users who left items in their cart within the last 24 hours.
- **Tip**: Use provider tools capable of managing segmentation, like [Chakra Chat](https://chakrahq.com/product/chakra-chat/).

### 10. Test the Campaigns

Before broadcasting to your entire list, test templates with a small audience to evaluate engagement, delivery rates, and user feedback.

- **Tip**: Use A/B testing to compare different templates or CTAs to optimize performance.

Use the instructions to [test a broadcast message template](https://help.chakrahq.com/chat/getting-started/try-chakra-chat-features/test-broadcast-campaign)

### 11. Monitor Messaging Limits

WhatsApp enforces tiered messaging limits (1,000, 10,000, 100,000, or unlimited unique contacts over time) based on your account's quality and activity. Stay within your tier to avoid delivery failures.

- **Tip**: Improve template quality and reduce user complaints to upgrade your messaging tier over time.

Go to [Meta Manager Messaging Limits](https://business.facebook.com/latest/whatsapp_manager/messaging_limits)

![Messaging Limit](https://assets.help.chakrahq.com/admin/WhatsApp_Messaging_Guidelines_Limit.png)

### 12. Plan and Schedule Broadcasts

Send messages at optimal times based on your audience's time zone and behavior to maximize open rates. Avoid sending too frequently to prevent user fatigue.

- **Tip**: Use Broadcast Campaign analytics to identify high-engagement time slots.

![Scheduele Campaigns](https://assets.help.chakrahq.com/admin/WhatsApp_Messaging_Guidelines_Schedule.png)

### 13. Ensure Language Consistency

Use a single language per template that matches the selected language setting. Avoid mixed languages (e.g., "Hinglish") to prevent rejection.

- **Example**: If the template language is set to English, avoid regional slang or phrases from other languages.
- **Tip**: Use WhatsApp's supported languages list to ensure compatibility.

![Consistent Language](https://assets.help.chakrahq.com/admin/WhatsApp_Messaging_Guidelines_Language.png)

### 14. Use WhatsApp Solution Providers

Use platforms like us [Chakra Chat](https://chakrahq.com) to streamline template creation, audience segmentation, and campaign management. BSPs offer analytics and automation to optimize broadcasts.

### 15. Track Template Quality

Monitor template quality ratings (High, Low) in WhatsApp Manager or your solution provider dashboard. High block or spam rates can lower ratings and pause templates.

- **Tip**: If a template is paused, revise its content, reduce frequency, or target a more relevant audience before resubmitting.

Go to [WhatsApp Phone Number](https://business.facebook.com/latest/whatsapp_manager/phone_numbers)

### 16. Submit Templates Early

Template approval can take 24-48 hours (excluding weekends/holidays). Submit templates well in advance to avoid delays in your broadcast schedule.

- **Tip**: Use WhatsApp Manager or BSP tools to track submission status.

To Track [Tempalte Message Approval Status](https://help.chakrahq.com/chat/getting-started/create-a-message-template#8-check-approval-status)

---

## **Common Errors and Solutions**

Some frequent issues businesses encounter with bulk broadcasts using template messages, along with workarounds:

### 1. Incorrect Category Template Rejection

- **Issue**: Submitting a marketing template as a utility or vice versa.
- **Solution**: Align content with the correct category per Meta's guidelines. Edit and resubmit or appeal within 60 days if rejected.

### 2. Spelling or Formatting Errors

- **Issue**: Typos, incorrect punctuation, or improper variable formatting (e.g., `{1}` instead of `{{1}}`).
- **Solution**: Proofread templates using tools like grammarcheck.ai. Ensure variables follow the correct format (e.g., `{{1}}`) with accompanying text. Provide sample values during submission.

### 3. Prohibited Content

- **Issue**: Including promotional phrases in utility templates or violating WhatsApp's Commerce Policy (e.g., promoting restricted goods).
- **Solution**: Review WhatsApp's Commerce Policy and ensure content matches the template category. Remove prohibited elements and resubmit.

### 4. Missing or Unclear Media Samples

- **Issue**: Templates with media lacking a sample or unclear purpose are rejected.
- **Solution**: Include a sample media file during submission to clarify its context. Ensure media complies with size limits (e.g., images less than 5MB).

### 5. Using URL Shorteners

- **Issue**: Shortened URLs (e.g., bit.ly) lead to rejection due to obscured destinations.
- **Solution**: Use full, business-owned URLs. Verify domain ownership if prompted.

### 6. Low Quality Rating

- **Issue**: Excessive user blocks or spam reports lower template quality, pausing or disabling it.
- **Solution**: Analyze user feedback via WhatsApp Manager or Solution Provider app analytics. Refine content, reduce frequency, or target a more relevant audience. Resubmit if paused.

### 7. Exceeding Messaging Limits

- **Issue**: Sending broadcasts beyond your account's messaging tier limit.
- **Solution**: Check your tier in WhatsApp Manager and stay within limits. Improve template quality to increase your tier.

### 8. Sending to Non-Opted-In Users

- **Issue**: Broadcasting to users without explicit consent leads to complaints or account restrictions.
- **Solution**: Verify opt-in status before adding users to broadcast lists. Use double opt-in methods for robust compliance.

### 9. Duplicate Templates

- **Issue**: Submitting a template identical to an existing one or reusing a deleted template's name within 30 days.
- **Solution**: Create unique templates and wait 30 days before reusing a deleted template's name.

### 10. Language Mismatch

- **Issue**: Template content doesn't match the selected language or uses mixed languages.
- **Solution**: Ensure content aligns with the chosen language setting and uses a single language. Resubmit with corrections.

### 11. Poor Engagement or High Opt-Out Rates

- **Issue**: Irrelevant or overly frequent messages lead to opt-outs or low engagement.
- **Solution**: Segment audiences, personalize content, and schedule broadcasts strategically. Test messages with a small group to optimize performance.

---

## **Additional Tips**

- **Use Analytics to Optimize**: Track metrics like delivery rates, open rates, and opt-outs via your BSP or WhatsApp Manager to refine campaigns.
- **Avoid Overuse of Exclamation Marks or Emojis**: Excessive use can make messages appear spammy, risking rejection or low quality ratings.
- **Comply with Regional Regulations**: Adhere to data protection laws (e.g., GDPR, CCPA) when collecting and storing user data for broadcasts.
- **Appeal Rejections Promptly**: If a template is rejected, review the reason in WhatsApp Manager, make corrections, and appeal or resubmit within 60 days.

---

URL: https://chakrahq.com/help/chat/faqs/whatsapp-api-error-code-troubleshooting/whatsapp-error-131049.md.md

The error message you're encountering—"**This message was not delivered to maintain healthy ecosystem engagement. (131049)**" - is implemented by WhatsApp to prevent users from receiving excessive marketing messages within a short period. This measure ensures a positive user experience by limiting the number of marketing messages a user can receive within a specific timeframe.

It is important to note that WhatsApp is measuring all the marketing messages a user is receiving from different businesses. If that number goes beyond a certain threshold, all marketing messages sent to that user will be rejected for a certain period of time. The cool down period is not specific and there is no way to know when this period is completed for a user.

You can learn more about this error code from WhatsApp's own [documentation here](https://developers.facebook.com/docs/whatsapp/cloud-api/support/error-codes/).

**Recommendations to Address This Issue:**

1. **Send a utility template message:** If the message you are trying to send to a customer is important or time sensitive, consider using a utility template instead. Messages for these templates are delivered promptly and are not affected by marketing message limits.
2. **Space Out Marketing Messages:** Avoid sending multiple marketing messages to the same user within a short period. Allow adequate time between messages to prevent triggering the limit.
3. **Encourage User Engagement:** Design your messages to prompt user responses. When a user replies, it opens a new conversation window, allowing for more interactive communication.
4. **Retry with Caution:** If a message fails due to this error, avoid immediate retries. Instead, implement a retry schedule with increasing intervals:
    1. First retry: after 12 hours
    2. Second retry: after 24 hours
    3. Third retry: after 48 hours
5. **Segment Your Audience:** Focus on sending marketing messages to users who have previously engaged with your business. Tailoring content to interested users can improve engagement and reduce the likelihood of triggering this error.

By implementing these strategies, you can enhance user engagement and minimize the occurrence of this error in your WhatsApp marketing campaigns.

---

URL: https://chakrahq.com/help/chat/integrations.md.md

Integrations

---

URL: https://chakrahq.com/help/chat/faqs/faq-setup.md.md

# How long does the WhatsApp Business API verification process take?

**On average, the process takes 2–10 business days.**

The timeline may vary based on document quality, business type, and Meta’s review load.\\ **Working with Chakra helps speed up the process.**

---

# Why is my WhatsApp API phone number stuck at "Pending"?

This status usually means something is incomplete. It could be:

- The number is still active on another WhatsApp account
- Authentication wasn’t completed
- Meta is still reviewing

### To fix it:

1. **Wait for 24 hours** for Meta to verify the number.
2. \*\*Try to connect the number again.\*\*\\ Follow the steps in this help guide:\\ [Connect WhatsApp Number](https://help.chakrahq.com/chat/getting-started/setup-whatsapp-account/add-multiple-waba-or-phone-numbers)

### If the issue persists:

- Contact **Chakra Support** using a [ticket](https://app.chakrahq.com/internal-tickets)
- Or contact **Meta Support** to create a [review request](https://www.facebook.com/business-support-home)

---

URL: https://chakrahq.com/help/chat/reports-and-analytics.md.md

<DocCardList />

---

URL: https://chakrahq.com/help/chat/admin-settings/team-level-settings.md.md

## Overview

Add your team/account level configurations to tailor your account.

### 1. Access team-level settings

- Go to 👉 [Chakra Dashboard](https://app.chakrahq.com)

`Note: Only Admins and Manager role types can change the team settings`

- Navigate to `Account` in the right-side top of Chakra dashboard. Go to 👉 `Team Settings`

![Team Settings](https://static-data.chakrahq.com/assets/images/whatsapp/aug-21-2025-2/Team_Settings_Nav.png)

### 2. Configure Timezone

- You can set a timezone in Chakra Chat for the convenience of business operations.\\\\

![Add Timezone](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Team%20Settings/Team_Settings_Call_2.png)

Note that this does not affect your team members in different time zones. For example, even if your team's default timezone is EST, your team members operating in the GMT timezone will be able to use Chakra in their timezone without any issue.

### 3. Configure Default Country Code

- Under the telephony section, please select the default country calling code. This will make sure that all phone number inputs have this country code pre-selected, saving you extra clicks.

![Add ](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Team%20Settings/Team_Settings_Call_2.png)

Note 1: This just enables the pre-selection of a default country code - you will still be able to select other country codes in phone inputs. Note 2: If you want to whitelist the country codes that are available via the phone number input, you can configure the same via `Enabled Country Calling Code` input.

### 4. Add Company Brand Assets

- You can set up your company branding, like brand logo, icons, etc

`Note: A PNG file with a transparent background is recommended`

![Add Brand Assets](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Team%20Settings/Team_Setting_Brand_4.png)

### 5. Add Brand Settings

- Brand and Layout Configuration with Custom Footer

![Custom Footer Team](https://static-data.chakrahq.com/assets/images/whatsapp/aug-12-2025/Team%20Settings/Team_Settings_brand_5.png)

### 6. Delete Chakra Account

To delete this team/account and all associated account data.

#### Step 1: Disconnect WABA

Disconnect the connected WhatsApp Business API Account following the steps in this guide

[Disconnect WABA from Chakra Guide](https://help.chakrahq.com/chat/getting-started/disconnect-waba-and-delete-account#disconnect-whatsapp-coexistence)

Note: The Disconnection steps are different for WhatsApp API and WhatsApp API (Coexistence) setups. Choose your setup type and continue with the disconnection.

#### Step 2: Delete Chakra Account

- Click on your `Account` in the right-side top of Chakra dashboard. Go to `Team Settings`

![Team Settings Chakra Delete](https://assets.pages.chakrahq.com/media/Team_Settings_Nav.png)

- ⬇️ Scroll down to the bottom of the page in the `General` tab

![Team Settign Chakra - General](https://assets.pages.chakrahq.com/media/Delete_Chakra_Account_2.png)

- In the Delete Team section, click on `Delete Team` and complete the deletion process


If you face any issues, [please create a ticket](https://help.chakrahq.com/platform/features/chakra%20ticketing/raise-a-ticket%C2%A0)

---

URL: https://chakrahq.com/help/chat/faqs.md.md

Please go through the list of FAQs if you are facing any issues.

If you need any assistance from us or have questions?

- 📩 Create a ticket from the [Tickets](https://app.chakrahq.com/internal-tickets) section

<DocCardList />

---

URL: https://chakrahq.com/help/chat/getting-started/setup-whatsapp-account/create-multiple-whatsapp-plugins.md.md

# Create Multiple WhatsApp Plugins in Chakra Chat

This help guide enables you to create and manage multiple WhatsApp plugins in Chakra HQ to handle multiple WhatsApp Business Accounts (WABAs) or phone numbers — ideal for separating use cases such as customer support, sales, marketing, or client-specific communication.

## Prerequisites

- Valid WhatsApp Business Account(s) and phone number(s)
- Chakra Admin Access
- Facebook Business Manager Access

## Step-by-Step: Create Multiple WhatsApp Plugins

1. **Access the Chakra Admin Page**
 Go to: [Admin](https://app.chakrahq.com/admin-page)
2. **Navigate to the Plugins Section\*\***
3. **In the search bar, type "Plugins"**.
4.  Click on the **Plugins** section from the results.

   ![Plugins](https://static-data.chakrahq.com/assets/images/whatsapp/nov-4-2025/WhatsApp_New_Plugin_1.png)

3. Add a **New Plugin**
4. Click the **+ Add Plugin** button.

   ![Add Plugin](https://static-data.chakrahq.com/assets/images/whatsapp/nov-4-2025/WhatsApp_New_Plugin_2.png)

4. **Select the WhatsApp Plugin\*\*\\ In the plugin list, search for \*\*WhatsApp**.\\ Click on the **WhatsApp** plugin card.

   ![WhatsApp Plugin](https://static-data.chakrahq.com/assets/images/whatsapp/nov-4-2025/WhatsApp_New_Plugin_3.png)

5. **Configure the Plugin**
6. Enter a clear, descriptive **Plugin Name** 
*Sample:*

- WhatsApp - Customer ABC
- WhatsApp - Sales Team
- WhatsApp - Support APAC Click **Add** to create the plugin.
   ![Name Plugin](https://static-data.chakrahq.com/assets/images/whatsapp/nov-4-2025/WhatsApp_New_Plugin_4.png)

6. **Activate the Plugin**
7. **Locate your newly created plugin in the list.**
8. **Toggle the switch to Active** (green/on).
The plugin is now ready for WhatsApp account setup.

   ![Active Plugin](https://static-data.chakrahq.com/assets/images/whatsapp/nov-4-2025/WhatsApp_New_Plugin_5.png)

7. **Complete WhatsApp Embedded Signup (ES)**
8. **For each plugin, follow the official setup:[Setup Instructions Help Guide]**

   Use the instructions in this [setup help guide](https://help.chakrahq.com/chat/getting-started/setup-whatsapp-account/connecting-whatsapp)) Repeat this process for each plugin to connect additional WhatsApp numbers or WABAs.

8. **Access & Manage All WhatsApp Plugins**
9. **Go to the Plugin** section.View the full list of your WhatsApp plugins. Manage them as you require.

   ![Plugin List](https://static-data.chakrahq.com/assets/images/whatsapp/nov-4-2025/WhatsApp_New_Plugin_6.png)

   From here, you can:

- Change WhatsApp setup, add and manage multiple numbers
- Activate/deactivate plugins

---

URL: https://chakrahq.com/help/chat/lead-management/create-a-custom-field-attribute-in-lead.md.md

# **Overview**

In Chakra Chat, you can add custom field in the Lead as per your requirement. The custom field (attribute) will be visible in the lead section to all users.

## **Steps to add custom field to lead**

### Go to Lead Settings

Go to [Admin](https://app.chakrahq.com/admin-page). In the `Leads` section in the left sidebar. Search for Lead in the search bar and click on the Lead settings Box

![Lead Attribute](https://static-data.chakrahq.com/assets/images/whatsapp/sep-03-2025/Lead_Add_Attribute_0.png)

### Go to Lead Attributes

Next, go to `Attributes` in the left side panel. Click on `Add New` and choose the `Standard Attribute` option.

![Add New Standard Attribute](https://static-data.chakrahq.com/assets/images/whatsapp/sep-03-2025/Lead_add_attribute.png)

### Configure the new field (attribute)

Configure the attribute in the pop up box

- Add a `Name`
- The short id is automatically generated
- Select the `Attribute Type`. (e.g., `String` for text fields or `Date` for date fields)

![Create Attribute](https://static-data.chakrahq.com/assets/images/whatsapp/sep-03-2025/Lead_add_attribute_2.png)

### Click Create

This will add a new field (attribute) in the lead.

## 
**For Custom Fields with Fixed Values**


#### Select the Customer Lead Attribute

Go to Admin -> Lead -> Attribute. Select the Attribute

![Go to Lead Attribute](https://assets.help.chakrahq.com/chat/Leads/select_Lead_Custome_Field_.png)

#### Select Enum in Validations

Select the 'Enum' option in Validation section. Click Add

![Create Enum](https://assets.help.chakrahq.com/chat/Leads/Custom_Lead_field_Enum_.png)

#### Select Enum in Validations

Add the Field Value. Click Enter after each value.Click on `Udpate`

![Update Enum Values](https://assets.help.chakrahq.com/chat/Leads/Customer_lead_field_enum_2_.png)

## **Check Filter Dropdown in Leads**

Go to `Leads`. Filter the attribute for eg:  `Service Category ==` and the value will appear as Dropdown

![Lead Attribute Dropdown values](https://assets.help.chakrahq.com/chat/Leads/Lead_Field_Filter_Dropdown_.png)

---

URL: https://chakrahq.com/help/chat/getting-started/setup-whatsapp-account/disconnect-waba.md.md

# Overview

## Disconnect Connected WABA 

- Go to `WhatsApp Setup`in the lest-side navigation bar. ⬇️ Scroll down to the bottom of the page
- Click on `Disconnect WhatsApp` to complete the disconnection process

![Disconnect WhatsApp](https://static-data.chakrahq.com/assets/images/whatsapp/aug-21-2025-2/Disconnect%20WhatsApp%20Account.png)

## Disconnect WhatsApp API Number

To disconnect only a particular number in a WABA connected to Chakra Chat. Follow the below steps:

1. Go to [Meta Business Manager Phone Numbers](https://business.facebook.com/latest/whatsapp_manager/phone_numbers/)
2. Choose the appropriate WABA account
3. Click on 🗑️ delete icon and confirm the deletion.
4. The number is deleted from your WABA and disconnected with Chakra Chat WhatsApp Business API

![Disconnect_Delete_WhatsApp_API_Number_WhatsApp_Manager](https://assets.pages.chakrahq.com/media/Disconnect_Delete_WhatsApp_API_Number_WhatsApp_Manager.png)


## Disconnect WhatsApp Coexistence

The WhatsApp business platform in Coexistence mode can be disconected from your WhatsApp business app

### 1. Access Coexistence in Business App 

- Go to your WhatsApp Business mobile app. Click on `Settings` -> `Account` -> `Business Platform`

![Access WhatsApp Business Platform](https://assets.help.chakrahq.com/chat/Coexistence/WhatsApp_Business_Platform_Access.png)

### 2.Disconnect WhatsApp Business Platform

- You'll find ChakraHQ connected. Click on `Disconnect`. Review it and complete the disconnection steps

![Disconnect Chakra from WhatsApp Business Platform](https://assets.help.chakrahq.com/chat/Coexistence/Disconnect_WhatsApp_Business_Platform_Chakra_App.png)

##

---

URL: https://chakrahq.com/help/chat/getting-started/setup-whatsapp-account/reset-reoboard-smb-whatsapp-app.md.md

# Overview:

**[Off-board and Re-onboard SMB (WhatsApp) app ]**

This process helps fix issues like glitches or outdated data by starting fresh. It's for the WhatsApp Business app (SMB app). 

⚠️⚠️ **Important** **Warning**: You'll lose access to your old account, so **back up chats first**. This can't be undone easily.

## Step-1: Back Up Chat History

- Open WhatsApp Business on your phone.
- Go to Settings (bottom right on Android; top right on iOS).
- Tap Chats > Chat backup.
- Connect to Google Drive (Android) or iCloud (iOS) if not already.
- Tap Back up to save everything. Do a manual backup now.
- Why? This saves your messages, media, and contacts so you can restore them later.

## Step 2: Off-board Account

 (Delete/Remove WhatsApp Business account (SMB app)

- In the app, go to Settings > Account.
- Scroll to Delete my account.
- Enter your phone number and confirm.
- Follow prompts to delete—it may take a few minutes.
- Your account is gone from WhatsApp's servers. You're fully logged out.

## Step 3: Re-Onboard

(Create a New Account)

- Uninstall and reinstall the WhatsApp Business app from your app store (Google Play or App Store).
- Open the app and agree to terms.
- Verify your phone number (use the same or a new one—same works for a fresh start).
- Set up your business profile (name, description, etc.).
- When asked, restore from your backup (from Step 1) to get your chats back.

### Quick Tips

- Time: Total of 10-20 minutes 
- Support: If stuck, check WhatsApp Help in the app or visit [faq.whatsapp.com](http://faq.whatsapp.com/).
- Test: After setup, send a test message to confirm it works.

---

URL: https://chakrahq.com/help/sales/export-data/push-data-to-aws-kinesis.md.md

You can use our in built integration with AWS Kinesis to push data to your organization.

### Create a new External Data Store

1. Go to [https://app.chakrahq.com/admin/external-data-stores](https://app.chakrahq.com/admin/external-data-stores)
2. Click the Add button
3. Choose KINESIS as the store type and provide an appropriate name like "Kinesis Integration"
4. Provide the required details like Stream Name, Region, Key, Secret, etc...

![kinesis configuration](https://assets.pages.chakrahq.com/media/kinesis-configuration.png)

### Update the External Data Store Settings

1. Go to [https://app.chakrahq.com/admin/external-data-stores](https://app.chakrahq.com/admin/external-data-stores)
2. Click the Kinesis external data store from the list
3. Here you can update the following parameters of your Kinesis integration
    1. AWS Region
    2. Stream Name
    3. Partition Key (Optional)
    4. Access Key Id
    5. Secret Access Key
4. Test the configuration
5. Save the configuration if the test is susccessful

### Test the External Data Store

It is recommended to test the provided Kinesis details after updating the Kinesis configuration. Please run these tests before "Saving" the new config.

1. Click on the "Test Connection" button to test wether Chakra Services are able to reach your Kinesis server
2. Then click the "Send Test Data" button to send some test data to your Kinesis system.
3. If tests are successful then save the store configuration

### Create a Lifecycle Rule to push data to this store

1. Go to Admin > Lead > Lifecycle Rules
2. Create a new rule for lead creation post
3. Add a new action to push data to external store
4. In the action configuration select the kinesis data store
5. Save and activate this rule
6. Create more lifecycle rules for other types of lead / task events as required

---

URL: https://chakrahq.com/help/sales/integrated-communication-channels/telephony-calling-integration/exotel-webrtc/exotel-webrtc-guide-for-users.md.md

This is a guide for users who want to use exotel webrtc to use the exotel webrtc plugin to make calls.

##### Configure Exotel WebRTC as your dialer

1. Click the telephony button from the top navbar
2. A modal will open up
3. Select the Exotel WebRTC plugin from the dialer list
4. After selecting the plugin, your exotel user should login automatically and show a success message
5. If you do not see a success message, please ask your admin to ensure that an exotel user has been created for you

![exotel-webrtc-dialer-selection](https://assets.pages.chakrahq.com/media/exotel-webrtc-dialer-selection.png)

##### Initiate an outbound call

Click on the dial button in the lead detail page to start a new outbound call

![dial-button](https://assets.pages.chakrahq.com/media/dial-button.png)

##### Disconnect a call

You can disconnect an outgoing call by clicking the telephony button from the top navbar. This will open the dialer menu and show a "Disconnect" button. Click the disconnect button.

![disconnect-exotel-webrtc-call](https://assets.pages.chakrahq.com/media/disconnect-exotel-webrtc-call.png)

---

URL: https://chakrahq.com/help/sales/integrated-communication-channels/telephony-calling-integration/exotel-webrtc/exotel-setup-for-admins.md.md

To setup Exotel WebRTC please follow the steps below. Ensure you have admin access to ChakraHQ.

##### Create a new Exotel WebRTC Plugin

1. Go to the plugins page - [https://app.chakrahq.com/admin/plugins](https://app.chakrahq.com/admin/plugins)
2. Click "Add Plugin"
3. You will see a list of plugins. Type exotel in the search bar. Click the "Exotel (WebRTC)" card
4. You will be asked to provide a name for the plugin. Then click "Add"
5. A new plugin will be created and you will be redirected to the details page


##### Configure Plugin

In the plugin configuration page, you will be asked to fill out the following details

1. Customer ID
2. Customer Secret
3. Exotel Account SID
4. Exotel API Key
5. Exotel API Token
6. Exotel Domain
7. Customer Name
8. Allowed Virtual Numbers


![exotel-wbrtc-configuration](https://assets.pages.chakrahq.com/media/exotel-wbrtc-configuration.png)

Please fill out these details and save the configuration. Then mark the plugin as active.

##### Create a new App

1. Click the Apps tab 
2. Click the "Create app" button
3. Provide a name for the app and click "Create & configure webhooks"
4. The new app should be created and shown in the list
5. The new created app should be marked as default. If not please click "Set Default"


![exotel-app-list](https://assets.pages.chakrahq.com/media/exotel-app-list.png)

The image above shows successfully created apps and the default app.

##### Create users

To allow your users to use this telephony, you need to create exotel users corresponding to your Chakra Users.

1. Click "Users" next to your Exotel App
2. This will show a list of users 
3. Click "Add User"

![add-exotel-user-btn](https://assets.pages.chakrahq.com/media/add-exotel-user-btn.png)

4. Select a user from the user list
5. Ensure that the user has a valid phone number
6. Then select the virtual number 
7. Click "Create Exotel User"

![create-exotel-user-2](https://assets.pages.chakrahq.com/media/create-exotel-user-2.png)

8. After the new user is created, click the toggle in the SIP column - this enables SIP calling for the user

![enable-sip](https://assets.pages.chakrahq.com/media/enable-sip.png)

---

URL: https://chakrahq.com/help/sales/integrated-communication-channels/email-integration-setup/email-smtp-setup.md.md

**Overview**
The integration enables sending outgoing emails directly from the Chakra CRM platform, acting as a secure bridge between the CRM and email providers like Gmail, Outlook, or SMTP relays. This integration facilitates automated workflows, personalised one-to-one email communication, bulk  email campaigns, with improved email deliverability

## Add Email SMTP Plugin 

The plugin can be created by following these steps:

- Go to [Add Plugin Page](https://app.chakrahq.com/admin/plugin/add)
- Search for `Generic SMTP Email` plugin.
- Click on the `Generic SMTP Email` box.
- In the popup, provide the `Plugin Name` and click `Add`.
- After plugin creation, the plugin details page is open.

![email_SMTP_plugin](https://assets.pages.chakrahq.com/media/email_SMTP_plugin.png)

## Configure Email Plugin

In the plugin's details page, add the following details as per the email provider

**Config**

- `Host` (SMTP Host for *eg: smtp.zoho.in*)
- `Port` (SMTP server port like 465, 587)
- `Force TLS` Toggle Yes/NO (Should we force TLS)

**Auth**

- `Username` (email address)
- `Password` 
- `From Address` (Eg: "Ben" <ben@acme.com> or just ben@acme.com)

![chakra_email_SMTP_plugin_config](https://assets.pages.chakrahq.com/media/chakra_email_SMTP_plugin_config.png)

## Test Email

- Add a recipient email to test
- Click on `Send`

## Mark Plugin Active 

- `Save` the Plugin 
- Mark the Plugin `Active`

Note:

---

URL: https://chakrahq.com/help/sales/integrated-communication-channels/sms-text-integration/2factor-sms-integration.md.md

**Overview**

Follow the steps to integrate 2Factor SMS with Chakra Sales CRM for seamless messaging from Chakra platform.

## Add 2Factor Plugin

- Go to [Add Plugin](https://app.chakrahq.com/admin/plugin/add) in Chakra
- Search for `2Factor SMS` in the Plugin list
- Click on `2Factor SMS` plugin
- Add a Plugin Name and click `Add`

![2factor_sms_integration_plugin](https://assets.pages.chakrahq.com/media/2factor_sms_integration_plugin.png)

## Configure 2Factor Plugin

Access the Plugin

- In [Chakra Plugin list](https://app.chakrahq.com/admin/plugins)
- Access 2Factor SMS plugin from the list

Configure the Plugin

- API Key (2Factor API Key)
- From (From DLT)
- Module (SMS Module)
    - Transactional SMS
    - Promotional SMS

**Save & Active**

- Save the plugin
- Make the plugin Active

---

URL: https://chakrahq.com/help/sales/integrated-communication-channels/website-chat-wedget-setup.md.md

**Overview**:

To setup Chakra Website Chat widget, follow the steps below:

Detailed Guide to setup

**Access Chat Widget**

Go to [**Admin > Chat Settings > Chat Widget** ](https://app.chakrahq.com/admin/chat-settings#chat-widget/widget-settings)

![chat_widget_setup_chakra](https://assets.pages.chakrahq.com/media/chat_widget_setup_chakra.png)

### Setting Sections:

- Customize
- Embed Code
- Widget Triggers
- Linkage Rules

For detailed Setup guide, follow the steps in [`Setup documentation for Chat Widget](https://help.chakrahq.com/chat/miscellaneous-features/chat-widgets/how-to-setup-website-chat-widget)`

---

URL: https://chakrahq.com/help/sales/integrated-communication-channels/telephony-calling-integration/mcube-telephony-integration.md.md

**Overview**

To configure MCube telephony in Chakra, follow the steps below:

## Mcube Plugin Addition

Provider's telephony plugin addition is needed to make any call through some provider on chakra. To add any provider telephony we need to follow the below steps:

- Go to Admin --> [Plugins](https://app.chakrahq.com/admin/plugins)
- Click on Add, name the plugin in label, select the type of plugin form the list and click add
- Enter the required API Key and click save

![mcube-telephony](https://assets.pages.chakrahq.com/media/mcube-telephony.gif)

- Get API Key for MCube account. 
    - Drop an email to the mCube team to enable access for API key

![api_key_mcube](https://assets.pages.chakrahq.com/media/api_key_mcube.png)

- Copy the following URLs from Chakra MCube plugin
    -  `Call Start URL` 
    -  `Call Log URL` .

## Mcube configuration

To integrate Mcube with Chakra, we need to follow the below steps:

- Login to your Mcube account
- Navigate to Mcube Track> Groups> List Groups

![List_groups_mcube](https://assets.pages.chakrahq.com/media/List_groups_mcube.png)

- Click on the edit option under action of the respective virtual DID.

![edit_virtual_did_mcube](https://assets.pages.chakrahq.com/media/edit_virtual_did_mcube.png)

- Paste the `Call Start URL` from Mcube plugin in Chakra's in `Action Perform on Call` field

![Action Perform on Call](https://assets.pages.chakrahq.com/media/Action Perform on Call.png)

- Paste the `Call Log URL` from Mcube plugin in Chakra's in `On Hangup` field. Save

## Save and Active

- Go to the MCube plugin in[ Chakra Plugins](https://app.chakrahq.com/admin/plugins)
-  Mark the plugin as `Active` and click on `Save`

![Chakra Plugin Active.](https://assets.pages.chakrahq.com/media/Chakra Plugin Active.png)

---

URL: https://chakrahq.com/help/sales/integrated-communication-channels/telephony-calling-integration/cloud-connect-integration-setup.md.md

**Overview**

Ensure that users have been created on CloudConnect before moving forward in the configuration changes on Chakra. 

## Add Users & Profiles

**Create Profile in Chakra**

To use CloudConnect telephony , the user must have a CloudConnect login profile.
On chakra we need to create a profile to map the CloudConnect users to Chakra by:

1. Go to `Admin` --> [User Management ](https://app.chakrahq.com/admin/users)
2. Go to `Profile`, click `Add Profile` and enter the required name. For eg CCPL User
3. Add an identifier by clicking `Add New --> Standard Attribute`.
4. Suppose we create an attribute as `CCPL username` as per the required datatype

**Create Users in Chakra [with identifier]**

An idetifier is the common attribute which will be used in both CloudConnect and on Chakra so that we can map the CloudConnect User to Chakra User. Ex: The username can be used as the identifier.
Create a user on chakra with the CCPL Username (identifier):

1. Go to `Admin` --> [User Management](https://app.chakrahq.com/admin/users)
2. In the `Users` section, click on Invite User
3. Add the details in user form , select the profile created for the CloudConnect
4. In the profile add the username of CloudConnect under `CCPL Username` (Identifier)
5. The Chakra user is mapped with the CloudConnect login username given

## Setup CloudConnect Plugin

Provider's telephony plugin addition is needed to make any call through some provider on chakra. To add any provider telephony we need to follow the below steps:

1. Go to Admin --> [Plugins](https://app.chakrahq.com/admin/plugins)
2. Click on Add, name the plugin in label, select the type of plugin form the list and click add . In this case select CloudConnect Telephony
3. Copy the `Call Log URL`
4. Connect with the CloudConnect helpdesk for Tenant ID, API Token and send the copied `Call Log URL` so that they can fil the Chakra Call Log URL on their end
5. Under `User Profile to CloudConnect Username Mapping` section, here we need to select the identifier from the profile dropdown attributes.
6. We can also add the `Actions` that needs to be taken if you recieve any inbound call for eg create lead whenever any CloudConnect inbound call is received on Chakra.
7. We can also map the CloudConnect phone number as per any required condition. Suppose we want to map the CloudConnect phone number to some city then we can add the condition in the `Derived Payload (Optional)` section . Refer to [JSONata Documentation](https://docs.jsonata.org/overview.html) for the format

##  CloudConnect Configuration

There is a need to add some rules and conditions on CloudConnect as well to user CloudConnect telephony on Chakra. We need to create the Queue and campaign.
We can add these by:

1. Go to [Sign in on CloudConnect](https://crm5.cloud-connect.in/index.php/site/login)
2. Enter the login details and login
3. To add new `Campaign` go to `Campaign` --> `Call Campaign` and click on `Add New`
4. Add the required details and create.
5. To add new Queue go to Services --> Queue and click on Add New
6. Add the required details and create
7. To assign any agent to a new Queue added go to Services --> Assign Agent
8. In Assign Agent, add the Queue Name from the dropdown and add the agent as per that.

---

URL: https://chakrahq.com/help/sales/integrated-communication-channels/telephony-calling-integration/exotel-telephony-integration.md.md

Overview:

Steps to integrate [Exotel](https://exotel.com/products/communication-cpaas) cloud telephony in Chakra Sales CRM

## Add Exotel plugin 

Provider's telephony plugin addition is needed to make any call through some provider on chakra. To add any provider telephony we need to follow the below steps:

- Go to Admin --> [Plugins](https://app.chakrahq.com/admin/plugins)
- Click on Add.
- Search for Exotel and click on the plugin.
- In the New Plugin pop, name the plugin, click on `Add`

![add_exotel_plugin_chakra_sales_crm](https://assets.pages.chakrahq.com/media/add_exotel_plugin_chakra_sales_crm.png)

## Access & Configure Plugin

- Go to  Chakra Admin [Plugins](https://app.chakrahq.com/admin/plugins)
- Click on the Exotel Plugin created
- Configure the Exotel Plugin
    - Add Exotel SID
    - API Key
    - API Token which will be available on Exotel. 

Note: ❌ Do not use the default API Key. Create a new API Key for Chakra

**Configuration Exotel Plugin**

- Allowed Virtual Numbers (Optional) section
    - Add the exotel number by clicking `Add Another`
- Actions for Inbound Call (Optional)
    - add the actions that needs to be taken if you recieve any inbound call for eg create lead whenever any exotel inbound call is received on Chakra.
- Derived Payload (Optional)
    - Map exotel phone number as per any required condition. 
        - Ex: To map the exotel phone number to some city; 
        - Add the condition in the Derived Payload (Optional) section
        - Refer to [JSONata Documentation](https://docs.jsonata.org/overview.html) for the format

![derived_payload_exotel_chakra_plugin](https://assets.pages.chakrahq.com/media/derived_payload_exotel_chakra_plugin.png)

- Actions for Manual Outbound Call (Optional)
    - The first action that satisfies the condition will be triggered.

**Exotel Configuration**

Copy and Use the following API for configuration in Exotel integration setting in Exotel app.

- `Call Start URL` 
- `Call Log URL` 

![Call_start_call_log_exotel_Chakra_Configuration](https://assets.pages.chakrahq.com/media/Call_start_call_log_exotel_Chakra_Configuration.png)

## Configurtion in Exotel

Configuration need to added in exotel application to integrate with Chakra Sales CRM

### Adding Exotel Numbers

To add new exotel numbers below steps needs to be followed:

1. Go to your Exotel account
2. In the Exotel homepage. Go to the ‘`ExoPhones`’ option present in the left navigation bar under Admin section
3. Add the Exotel phone numbers here

### Adding Configuration

Follow the below steps to add configuration on exotel:

- Go to the ‘`App Bazar`’ option from the side nav in Admin section

![app_bazaar_exotel](https://assets.pages.chakrahq.com/media/app_bazaar_exotel.png)

- Create the `flow` and edit it.

![create_flow_edit_call_exotel](https://assets.pages.chakrahq.com/media/create_flow_edit_call_exotel.png)

### Flow configuration

After creation the flow we need to add configuration in the flow to integrate exotel with Chakra. That can be done by:

- Click on the `Edit Call App` which was created.

![create_flow_edit_call_exotel](https://assets.pages.chakrahq.com/media/create_flow_edit_call_exotel.png)

- `Call Start` page will open.
    - Click on `Greeting`
    -  Customize the greeting audio recording here
    - In Next , add the applet by drag and drop from voice applets

![start_call_greeting_exotel](https://assets.pages.chakrahq.com/media/start_call_greeting_exotel.png)

![audio_choice_next_applets_exotel](https://assets.pages.chakrahq.com/media/audio_choice_next_applets_exotel.png)

- In `Connect -> ‘Dial Whom`’, select the Dial group or user from the search option.

![dial_whom_exotel](https://assets.pages.chakrahq.com/media/dial_whom_exotel.png)

- In `Connect → ‘Create Popup`’ add the Call Start URL.

![create_popup_exotel](https://assets.pages.chakrahq.com/media/create_popup_exotel.png)

- In `Connect → After Call Conversation Ends` tab 
    - Select the Passthru applet from the voice applet. 
    - Check the ‘Make Passthru Async’ 
    -  Add the Call Log URL. Click Save.

![info_Information Pass Through_exotel](https://assets.pages.chakrahq.com/media/info_Information Pass Through_exotel.png)

- In **Connect → If nobody answers**
    - Add the ‘`Greeting`’ Applet 
    - Next add the `passthru`. 
    - Check the ‘`Make Passthru Async` 
    - Add the Call Log URL.

![Information_pass_through_nobody_answers](https://assets.pages.chakrahq.com/media/Information_pass_through_nobody_answers.png)

- **In Connect → We didn't dial anyone**
    - Add the passthru applet
    - Check the ‘Make Passthru Async’  
    - Add the Call Log URL
- Click `Save`

The configuration for that flow is done. You can also add the passthru response as Hangup

---

URL: https://chakrahq.com/help/sales/integrated-communication-channels/email-integration-setup/setup-email-inbox.md.md

**Overview**

To connect an email inbox to manage your business communications.

## Create Email Inbox

- Go to [Admin](https://app.chakrahq.com/admin) settings in Chakra
- Search for Email Inbox settings

![email_inbox_chakra_sales_crm](https://assets.pages.chakrahq.com/media/email_inbox_chakra_sales_crm.png)

- Click on + Add Email Inbox
- Add Email Inbox (**email id**) in the popup box, click `Save`
    - By Default, the email inbox name is saved as @**chakrainbox**.`teamshortname`.com

![add_email_inbox](https://assets.pages.chakrahq.com/media/add_email_inbox.png)

The email inbox is created successfully

## Configure Email Inbox

Access the email inbox by clicking on the specific inbox in the Inbox column. Start the configuration of the email inbox.

#### Outbound Email Settings

- Send via connected Gmail account (click toggle to `Yes` )
- Send via Outbound Email Plugin (choose the plugin)

#### Inbound Email Rules

**Rules**

- **Order** (Add the order of this rule)
- **Action** (How to manage lead creation updation with incoming/outgoing emails)
    - Create Process (lead): *To create a new lead*
    - Link or create process (lead): *To link an existing lead or create a new lead*
    - Update Process (lead): *To only update an existing lead*
- **Condition** (Add conditions to trigger the lead creation)
    - fromEmail
    - fromDomain
    - isStartingEmail
    - text

**Action Context**

- **Procedure** (Choose `Lead` as the procedure)
- **Data** (Map Chakra field on left column to the email field values)

| **Chakra Fields** | **Email Fields** | **Remarks** |
| Email (Lead) | From Email (Email Message) | Map Chakra Lead name |
| Name (Lead) | From Name (Email Message) | Map Chakra email field |
|  | From Domain Name (Email Message) | Optional - Create a domain name attribute in Chakra and map it |
| Subject (Lead) | Subject (Email Message) | Optional - Create an attribute in Chakra "Subject Name" and map it |

- **State** (Add the starting state for your lead created for this email inbox)
- **Status** (Add the Status for your lead created for this email inbox)

![chakra_inbox_configuration_rules](https://assets.pages.chakrahq.com/media/chakra_inbox_configuration_rules.png)

## Save & Active

- Click on `Save`
- Toggle the Email Inbox as `Active`

## Manage Email Inbox

- Check Active status. Change Email Inbox active status from the Inbox configuration
- To Edit inbox name use the `✎ Edit` icon to change the email inbox name

---

URL: https://chakrahq.com/help/sales/integrated-communication-channels/connect-whatsapp-number-api.md.md

**Overview**

Use Chakra's native WhatsApp API integration to connect WhatsApp numbers to Chakra Sales CRM

## Setup Prerequisites

Connecting WhatsApp Number in Chakra Sales CRM (using WhatsApp API embedded Signup) has a list of prerequisite checklist.

✅️ The WhatsApp Business API registration is for Businesses ONLY.
✅️ Meta Business Manager Account & Access
✅️ A Phone Number (NEW) OR  existing WhatsApp Business Number OR an Already connected API number to migrate
✅️ Business Details (Business Name, Address, Website)
✅️ Tax Info as per local regulations. (**GST for India**, VAT for UK/Australia, etc)

Review the list of detailed prerequisites in this [`Pre-Requisites Checklist`](https://help.chakrahq.com/chat/getting-started/setup-pre-requisites-checklist)

## Create Chakra WhatsApp Plugin

- Go to [Chakra Admin Plugins](https://app.chakrahq.com/admin/plugins)
- Click on Add Plugin
- Search for WhatsApp and click on the WhatsApp Chat plugin
- Add a Plugin name.

![WhatsApp_Plugin_Chakra_Sales_CRM](https://assets.pages.chakrahq.com/media/WhatsApp_Plugin_Chakra_Sales_CRM.png)

## Connect WhatsApp Number 

Steps to connect a WhatsApp Number in Chakra WhatsApp Plugin section. 

### **Access WhatsApp Plugin**

- Go to [`Plugins`](https://app.chakrahq.com/admin/plugins) in Chakra
- Click `+ Add Plugin`
- Search for `WhatsApp` plugin.
- Provide a WhatsApp plugin name and click `Add`
- Follow the steps in the Guide to connect the Number(s) [`WhatsApp API Setup Guide`](https://help.chakrahq.com/chat/getting-started/connect-whatsapp-number)

**Connect Types:**

- [New Number Connection](https://help.chakrahq.com/chat/getting-started/connect-whatsapp-number#connect-new-number-to-whatsapp)
- [Existing Number *Migration*](https://help.chakrahq.com/chat/getting-started/connect-whatsapp-number#migrate-a-whatsapp-api-number)
- [Existing WhatsApp Business Connection](https://help.chakrahq.com/chat/getting-started/connect-whatsapp-number#connect-whatsapp-coexistence) (**CoExistence**)
- [*Migration* of Coexistence Number](https://help.chakrahq.com/chat/getting-started/setup-whatsapp-account/connecting-whatsapp#migrate-a-whatsapp-coexistence-number)

**Overview of Key Steps:**

- Grant Facebook Permissions to Chakra
- Choose/Create (Portfolio, WABA)
    - Add Phone Number
    - Verify Phone Number
    - Review Access
- Setup Complete

### **Other Steps WhatsApp Setup**

- [Add Payment Method in Meta](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide#4-add-meta-payment-method) (for template messaging charges)
- [Complete Business Verification](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide#7-meta-business-verification) (If enabled by Meta)

**Test WhatsApp Number Setup:**

Using the [Test WhatsApp features guide ](https://help.chakrahq.com/chat/getting-started/all-in-one-account-setup-guide#8-test-all-chakra-features)

---

URL: https://chakrahq.com/help/sales/lead-management/other-lead-management-features/lead-attribute-type-list.md.md

| Attribute Type | Basic Definition |
| --- | --- |
| `audio` | A field storing an audio file or link to an audio recording (e.g., voicemail, call recording). |
| `boolean text` | A field that stores a textual representation of a true/false value (e.g., "yes"/"no" or "true"/"false"). |
| `booking` | A field representing a reservation or appointment (e.g., meeting, service booking). |
| `cart` | A field storing shopping cart data (items, quantities, prices) for an e-commerce transaction. |
| `customObject` | A field that references a user-defined object (custom data structure specific to the application). |
| `date` | A field storing a calendar date (year, month, day) without time. |
| `datetime` | A field storing both date and time (with or without timezone). |
| `datetimeISO8601` | A datetime field formatted strictly according to ISO 8601 standard (e.g., `2026-04-15T11:22:43Z`). |
| `decimal` | A numeric field that supports fractional values (e.g., 12.75, 0.01). |
| `document` | A field storing a single document file (e.g., PDF, Word, Excel). |
| `email` | A field storing an email address (often validated for format). |
| `externalObject` | A field referencing a record from an external system (e.g., API-linked data). |
| `googleAddress` | A field storing a structured address using Google Places/Maps data (street, city, postal code, etc.). |
| `integerId` | A unique identifier stored as a whole number (e.g., 1001, 0, -5). |
| `monthOfYear` | A field storing a month value (usually 1–12 or month name). |
| `multiCustomObject` | A field that holds a list (array) of multiple `customObject` values. |
| `multiDocuments` | A field that holds a list (array) of multiple document files. |
| `multiExternalObject` | A field that holds a list (array) of multiple `externalObject` references. |
| `multiPhotos` | A field that holds a list (array) of multiple photo/image files. |
| `multiString` | A field that holds a list (array) of multiple string (text) values. |
| `name` | A field storing a person's or entity's full name (often a composite of first/last). |
| `number` | A generic numeric field (may be integer or decimal depending on context). |
| `otp` | A field storing a one-time password (e.g., a 6-digit verification code). |
| `photo` | A field storing a single image file (e.g., JPEG, PNG). |
| `processCollection` | A field that holds a collection (list) of process steps or workflow states. |
| `rating` | A field storing a qualitative or numeric rating (e.g., 1–5 stars, "Good"). |
| `record` | A field that references a single record from the same database (like a foreign key). |
| `recordCollection` | A field that holds a list (array) of references to multiple records. |
| `state` | A field storing a geographical state or province (e.g., "California", "NSW"). |
| `string` | A field storing plain text (any sequence of characters). |
| `stringId` | A unique identifier stored as a text string (e.g., "user\_abc123"). |
| `table` | A field that stores tabular data (rows and columns) directly within a record. |
| `task` | A field representing a single to-do item or action (e.g., "Call client"). |
| `taskCollection` | A field that holds a list (array) of multiple task items. |
| `text` | A field storing short to medium-length textual content (similar to `string`). |
| `textarea` | A field storing longer, multi-line text (e.g., comments, descriptions). |
| `url` | A field storing a web address (e.g., `https://example.com`). |
| `user` | A field referencing a user account (e.g., owner, creator, assignee). |

---

URL: https://chakrahq.com/help/sales/lead-management/lead-setup-configuration.md.md

**Overview:**

Use the lead setup configuration settings to setup and modify and tailor your lead pipeline process as per your business needs. The following setup modules with basic overview of the module configuration and how to manage the configuration of each 

## Access Lead Configuration

- Go to `Admin` in the left-side navigation bar
- Search for Lead in the Admin section
- Click on the `Lead` in the Procedure sub-section

![lead_configuration_setting_chakra_sales_crm](https://assets.pages.chakrahq.com/media/lead_configuration_setting_chakra_sales_crm.png)

## **1. Details**

The Details section is the starting point for configuring your lead process. It defines how leads are identified, structured, and accessed across your organization.

**Key configurations include:**

- Primary Lead Key – the unique identifier used to distinguish one lead record from another.
- Primary Phone Number / Email Field – designates which contact fields are treated as the primary point of reach.
- Key Identifier Field – controls which field is displayed as the lead's label across list views and reports.
- Role Access Mapping – define which roles in your organization can have access to the leads process to manage leads within the Chakra Sales CRM.

![lead_config_details_edit_chakra_sales_crm](https://assets.pages.chakrahq.com/media/lead_config_details_edit_chakra_sales_crm.png)

## **2. Attributes**

Attributes define the custom data fields associated with a lead record. These are the properties that capture relevant information about a lead beyond the default system fields.

- Create and manage custom fields such as text, dropdowns, dates, checkboxes, and numeric inputs.
- Mark attributes as required, optional, or hidden based on your data capture needs.
- Control which attributes appear on lead forms, list views, and detail pages.
- Use attributes to drive segmentation, filtering, and reporting across your pipeline.

**Standard vs Derived Attribute:**

**Standard attributes** are data fields that are directly entered or captured from a source - exactly as provided, with no calculation or transformation. They represent raw facts about a lead.

*Examples: First Name, Email Address, Phone Number, Company Name, Lead Source, Date Created*

**Derived attributes** are fields that are automatically calculated or inferred based on other data points. They don't exist on their own - they're generated from standard attributes or system logic.

Examples: Lead Score (calculated from engagement + firmographics), Time in Stage (calculated from timestamps), Lead Age (today's date minus created date), MQL Status (derived from score threshold)

##### Create Lead Attribute

- Click on `➕ Add Lead`
- Choose type of attribute from Standard or Derived
- For Standard Attribute, add the following details in the attribute creation form
    - Attribute `Name`
    - [optional] `Required` Toggle (Yes/No). `No` by default
    - `Short Id`: a unique identified in lead records.
    - `Attribute Type`: String, text, date, integer, float, document, etc. To understand all the lead attribute types please check this [lead attribute type guide](https://help.chakrahq.com/sales/lead-management/other-lead-management-features/lead-attribute-type-list)
    - [optional] `Indexed` Toggle (Yes/No). No by default (indexing is primarily done to significantly improve search performance and data retrieval speeds.)

##### Manage Lead Attributes List

- Access lead attributes in a list in the Lead Attribute Settings
- Search Attribute by the name or short\_id in the Search Bar
- Filter Attribute by All Attributes, Standard Attributes or Derived Attribute filter

##### Manage Attribute Configuration

- Click on the Attribute name in the Name column
- Access the Attribute details in the configuration page
    - Attribute Name (editable)
    - Attribute short\_id (editable)
    - Id (unique system identifier)
    - `Indexed` toggle (Yes/No)
    - Attribute Type (Editable for some)
    - Other attribute field settings as per the attribute type
- Some attribute type can be changed after creation (text, name, url, textarea, string)

![editable_attribute_fields](https://assets.pages.chakrahq.com/media/editable_attribute_fields.png)

## **3. Stages**

Stages allow you to group multiple Lead States into broader cohorts, making it easier to manage and report on sales pipelines that have a high number of granular states.

- Create named stages (e.g., Prospecting, Nurturing, Closing) and assign relevant lead states to each.
- Use stages to get a high-level view of pipeline health without losing the detail of individual states.
- Stages are especially useful in large teams or complex sales cycles with 10+ distinct states.
- Stage-level reporting enables sales managers to track conversion rates at a funnel level.

![lead_stage_configuration_chakra_sales_crm](https://assets.pages.chakrahq.com/media/lead_stage_configuration_chakra_sales_crm.png)

##### Manage Lead Stages

**Create a New Stage**

- Click on `➕ New Stage` Button
- Add Stage Name, ShortId, Description
- Click on `Submit`

**Edit a Lead Stage**

- Click ✎ to edit lead stage name or description
- Use 🗑️ delete option to delete a stage
- Add a State (from list of unmapped states) in a Stage using the ➕ Add button

![Edit_Lead_Stage](https://assets.pages.chakrahq.com/media/Edit_Lead_Stage.png)

- Drag-and-drop a lead state from one Stage to another

![Change_Stages_Lead_State](https://assets.pages.chakrahq.com/media/Change_Stages_Lead_State.gif)

## **4. States**

Lead States are the most granular nodes of your sales workflow. Each state represents a specific step a lead can be in during the sales cycle.

- Define states such as New, Contacted, Qualified, Proposal Sent, Negotiation, Won, or Lost.
- Assign colors to states for quick visual identification in list and kanban views.
- Set terminal states (e.g., Won, Lost, Junk) to mark the end of the lifecycle for a lead.
- States feed into the State Graph and Workflow to define allowed transitions and automation triggers.

![lead_state_configuration_chakra_sales_crm](https://assets.pages.chakrahq.com/media/lead_state_configuration_chakra_sales_crm.png)

##### Manage Lead States

**Create New State**

- Click on `Add State` Button
- A new state configuration form drawer pop on the right-side
- Add the State Name, State ShortId, State Description

![add_new_state](https://assets.pages.chakrahq.com/media/add_new_state.png)

**Edit Lead States**

- Access the lead states from the state list
- Add Custom Color using the custom color button. 
- Reset color using to default (green) using the `Reset` Button 
- Using Action Button `✎` Edit or `🗑` Delete the State permanently

## **5. Workflow**

The Workflow section defines the rules and logic that govern how leads move through your pipeline. It ties together states, tasks, and automation into a cohesive process.

- Configure allowed state transitions – define which states a lead can move to from any given state.
- Attach mandatory or optional tasks to specific state transitions to ensure process compliance.
- Set up entry and exit conditions for states, including field validations or approval requirements.
- Workflows provide the backbone for consistent, repeatable sales execution across the team.

## **6. State Graph**

The State Graph provides a visual representation of your entire lead sales workflow. It maps out the relationship between states, the allowed transitions between them, and how tasks are associated with each step.

- View all lead states and their permissible transition paths at a glance.
- Identify bottlenecks or missing transitions in your sales process.
- Understand how tasks are linked to state changes and what actions are triggered on movement.
- Use the graph as a diagnostic and communication tool when onboarding new team members.

![state_graph_lead_sales_process_Chakra_sales_crm](https://assets.pages.chakrahq.com/media/state_graph_lead_sales_process_Chakra_sales_crm.png)

## **7. Tasks**

Tasks are actions or to-dos that need to be completed as part of the lead handling process. They can be tied to lead states or workflows to enforce structured follow-ups.

- Create task types (e.g., Follow-up Call, Send Proposal, Schedule Demo) for consistent activity tracking.
- Edit and delete existing tasks, and manage the complete task list configuration.
- Link tasks to specific lead states or workflow transitions to trigger them automatically.
- Track task completion status, due dates, and ownership from within the lead record.

![lead_task_configuration_chakra_Sales_CRM](https://assets.pages.chakrahq.com/media/lead_task_configuration_chakra_Sales_CRM.png)

##### **Configure Tasks**

**Create a New Task**

- Click on `➕ Add Task` button
- Add the details in Task Creation Form
    - Task `Title`
    - `Short Id`
    - Task `Attributes`
    - `States` where this Task will be shown
    - Order

**Manage Tasks**

- Track the Tasks in the Task list
- To edit any task configuration, click on the Title of the relevant task row
- Configure tasks in Task configuration details
    - Details
    - Attributes
    - Forms
    - Lifecycle Rules

![Task_Configurations_settings](https://assets.pages.chakrahq.com/media/Task_Configurations_settings.png)

## **8. Forms**

Forms allow you to capture lead information through structured, shareable data entry interfaces. These can be embedded on websites, shared publicly, or used internally for consistent data collection.

- By Default a Create and Update forms are added in the lead setup
    - Create Lead Form - This form is used to create new leads
    - Update Lead Form - This form is used to update existing leads
- Preview forms before publishing to verify layout and field configuration.
- Embed forms into external websites using a generated snippet.
- Make forms publicly accessible via a shareable link for inbound lead capture.
- Mark a form as the default form for new lead creation within the CRM.

![lead_forms_configuration_chakra_sales_crm](https://assets.pages.chakrahq.com/media/lead_forms_configuration_chakra_sales_crm.png)

## **9. Allocators**

Allocators control how incoming leads are automatically assigned to sales representatives. This ensures fair distribution and intelligent routing based on defined rules.

**Configuration options:**

- Add single or multiple allocators to handle different lead pools or sources.
- Define lead filter criteria to determine which leads an allocator applies to.
- Set user filter criteria to target specific agents or teams for assignment.
- Manage load limits using Max Load settings to cap the number of leads per agent.
- Track assignment history per user for auditing and performance review.
- Manually allocate leads when auto-assignment needs to be overridden.
- Activate or deactivate allocators without deleting their configuration.

**Assignment Strategies:**

- Round Robin – distributes leads evenly across all eligible agents in sequence.
- Load Balanced – routes leads to the agent with the least current workload.
- Weighted Round Robin – assigns leads proportionally based on defined weights per agent.
- Fallback Strategy – a secondary assignment rule activated when the primary strategy cannot find an eligible agent.

## **10. Skills**

The Skills feature enables intelligent lead routing based on a sales representative's expertise, product knowledge, or qualifications - going beyond simple round-robin or geographic assignment.

- Define skills relevant to your business (e.g., Enterprise Sales, Regional Language, Product Expertise).
- Assign one or more skills to each sales representative based on their capabilities.
- Tag incoming leads with required skills so the system matches them to the most qualified agent.
- Combine skills-based routing with load balancing to ensure both quality and efficiency in assignments.

Skill Feature Configuration

**Add New SkillType**

- Click on `⊕ Add SkillType`
- Update the SkillType form with (Name, Description & ShortId)
- Add `Skills`

![create_skilltype_chakra_sales_Crm](https://assets.pages.chakrahq.com/media/create_skilltype_chakra_sales_Crm.png)

**Configure SkillType**

- Expand a SkillType to be updated using the `+`

![skilltype_list](https://assets.pages.chakrahq.com/media/skilltype_list.png)

- Add Users to a Skill in the SkillType by clicking on User Details in Users column
    - Choose the `new user(s)` from the dropdown. 
    - Add a Skill `level` [optional]
    - Click `Add`

![add_users_skill_type](https://assets.pages.chakrahq.com/media/add_users_skill_type.png)

- Add Conditions for assignment
    - Click on Conditions in the Assignment Conditions column
    - Click on `⊕ New Condition`
    - Add the Rules with conditions
        - Choose the SkillTpye Field to be mapped to this skill

![skilltype_configuration](https://assets.pages.chakrahq.com/media/skilltype_configuration.png)

## **11. De-duplication**

Lead de-duplication identifies and resolves duplicate lead records in the CRM, keeping your data clean and preventing multiple agents from working the same lead unknowingly.

- Define matching criteria (e.g., phone number, email, name combination) to detect duplicates.
- Choose to merge duplicate leads, retaining the most complete or most recent record.
- Set rules for what happens when a duplicate lead is submitted via a form or API - block, merge, or notify.
- Review a de-duplication log to audit resolved records and track data quality improvements.

##### **Configure Deduplication Settings**

**Configure Duplicate Lead Identify Conditions**

- Attributes to match when checking for existing entry (An entry where all the listed attributes have the same value will be matched). Both And / OR conditions
- Number of days within which to check for an existing entry (The number of days within which to check for an existing entry)
- Sort By: If multiple entries match the unique attributes criteria, we pick the first entry after sorting.
- Sort Order: If multiple entries match the unique attributes criteria, we pick the first entry after sorting.
- Extra Conditions (Optional): Any extra condition added here will also need to be satisfied by the matching entry.

![Deduplication_Identify](https://assets.pages.chakrahq.com/media/Deduplication_Identify.png)

**Configure Duplicate Lead Action Conditions**

- Add Action(s)
- Order
- Type of check to assert that this action must be run (How to check if this action should be run?)
- The conditions to check (Optional)
- Type of the action (What type of action is this?)
    - Create a new entry
    - Update the existing entry
    - Update the existing entry and override all fields
- Action parameters (Parameters to use when running this action?)
    - Overrides
        - Attributes override (Optional) (Which attributes should be copied from the new entry to the merged entry)
        - Status override (Optional)
        - State override (Optional)
        - Assignee override (Optional)
        - Booking override (Optional)

![lifecycle_rule_builder](https://assets.pages.chakrahq.com/media/lifecycle_rule_builder.png)

        - 

## **12. Escalation**

Escalation Management ensures that leads which are stalled, unattended, or breaching SLAs are automatically flagged and routed to supervisors or alternate assignees.

- Set escalation triggers based on time elapsed in a state, inactivity period, or SLA breach.
- Define escalation paths – specify who the lead is escalated to and in what sequence.
- Configure escalation notifications to alert managers or team leads when a lead is escalated.
- Use escalation rules to enforce accountability and reduce drop-offs in the sales pipeline.

**Add Escalation Levels**

![Escalation_Levels](https://assets.pages.chakrahq.com/media/Escalation_Levels-1.png)

**Configure SLA Rules**

- Name (Provide a name for the rule)
- Short Id (Unique ShortId for the rule. eg: closure\_sla)
- For which escalation level is this rule valid? (For which current escalation level is the rule valid?)
- Starting condition for this rule (Trigger this rule if the following conditions are met)
- Ending Condition for this rule (End this rule if the following conditions are met)

![Escalation_SLA_Rules](https://assets.pages.chakrahq.com/media/Escalation_SLA_Rules.png)

## **13. Lifecycle Rules**

Lifecycle Rules allow you to automate actions on leads using a trigger–condition–action framework, reducing manual effort and ensuring consistent process execution.

- Triggers: Events that initiate the rule, such as lead creation, state change, field update, or time elapsed.
- Conditions: Filters that must be satisfied for the rule to execute (e.g., lead source = 'Web', assigned city = 'Mumbai').
- Actions: Automated outcomes such as changing lead state, sending a notification, assigning to a user, or updating a field.
- Chain multiple conditions and actions within a single rule for complex automation scenarios.
- Use lifecycle rules to automate nurture flows, re-engagement triggers, and SLA-based reminders.

##### **Configure Lifecycle Rules**

**Lifecycle Rule List**

![lifecycle_rules_configuration](https://assets.pages.chakrahq.com/media/lifecycle_rules_configuration.png)

**Type of Lifecycle Rules**

- Pre Creation
- Post Creation
- Pre Updation
- Post Updation

**Configure Lifecycle Rules Builder**

- Trigger
- Trigger Conditions [optional]
- Action

![lifecycle_rule_builder](https://assets.pages.chakrahq.com/media/lifecycle_rule_builder.png)

## **14. Notifications**

Notifications keep your team informed of important lead events in real time. Custom notifications can be configured for specific actions, state changes, or updates within the lead lifecycle.

- Enable notifications for events such as lead assignment, state change, task due, or escalation.
- Target notifications to specific roles, teams, or individual users.
- Configure delivery channels – in-app alerts, email, or SMS depending on your integrations.
- Customize notification templates with dynamic placeholders for lead-specific information.

![Notification_Settings](https://assets.pages.chakrahq.com/media/notification_Settings.png)

## **15. Call Settings**

Call Settings integrate telephony capabilities directly into the lead management process, enabling click-to-call, call logging, and automated lead actions based on call outcomes.

- Configure integration with cloud telephony or VoIP providers.
- Set rules for automatic lead creation when a new inbound call is received from an unknown number.
- Enable call merging logic to associate calls from existing numbers with the correct lead record.
- Define post-call update rules – automatically update lead state or schedule follow-up tasks based on call disposition.
- Manage call recording settings and access permissions.

![lead_call_settings_configuration](https://assets.pages.chakrahq.com/media/lead_call_settings_configuration.png)

## **16. Campaigns**

Campaigns allow you to run targeted marketing or re-engagement outreach to leads across SMS, Email, and WhatsApp channels - all linked directly to your lead data.

- View the Campaign Dashboard for a consolidated overview of all active and past campaigns.
- Create new campaigns as either Workflow campaigns (sequence-based, automated) or Broadcast campaigns (one-time, bulk sends).
- Set targeting criteria using lead attributes, state, stage, or custom filters.
- Monitor campaign performance through metrics including delivery rate, open rate, click rate, and response rate.
- Access detailed delivery reports at the individual lead level to track engagement.

![Lead_Campaigns](https://assets.pages.chakrahq.com/media/Lead_Campaigns.png)

##### Manage Campaigns

**Create New Campaigns**

- Click on `+ Create Campaigns`
- Configure the Campaign

**Manage Campaigns**

- Search campaign using the Search Bar
- Use Campaign actions to Clone or Delete the campaign
- Track Campaign Metrics

## **17. Message Templates**

Message Templates are pre-built content templates used within Campaigns and automated notifications. They ensure consistent messaging across channels and reduce the time needed to create outreach content.

- Create templates for SMS, Email, and WhatsApp channels.
- Use dynamic placeholders (e.g., {lead\_name}, {assigned\_agent}) to personalize messages at scale.
- Submit WhatsApp templates for approval in line with Meta's business messaging policies.
- Organize templates by channel, category, or campaign type for easy retrieval.

![lead_templates](https://assets.pages.chakrahq.com/media/lead_templates.png)

##### Manage Templates

**Create New Template**

- Click on `Add`
- Configure the Template
- Save the Template

**Access Existing Templates**

- Search for the template in the Search Bar
- Use Template actions to Clone or Delete the campaign

## **18. Templates (Project)**

Project Templates allow you to define and associate structured project plans with leads. This is especially useful in sales processes that involve delivery or implementation after a deal is closed.

- Create reusable project templates with predefined tasks, milestones, and timelines.
- Associate a project template with a specific lead state to auto-initiate projects upon deal progression.
- Manage and update templates as your delivery process evolves.
- Provides a bridge between the sales pipeline and post-sale project execution.

![project_template_lead](https://assets.pages.chakrahq.com/media/project_template_lead.png)

## **19. Auto Dial Campaigns**

Auto Dial Campaigns automate outbound calling to a defined list of leads using integrated cloud telephony or VoIP systems, enabling high-volume calling without manual dialing.

- Configure dialing campaigns with specific lead lists, time windows, and retry logic.
- Set the order and frequency of call attempts for unreachable leads.
- Integrate with your telephony provider to initiate calls and record outcomes automatically.
- Pause, resume, or stop campaigns without losing progress or lead state.
- Review campaign call logs and disposition summaries to measure outbound effectiveness.

![autodial_campaign_configuration](https://assets.pages.chakrahq.com/media/autodial_campaign_configuration.png)

##### Configure Auto-dial Campaigns

Nodes

- Check Conditions ( To Qualify the Add the Queue)
- Add to Call Queue (Lead will be added to the Lead Assignee's Call queue )
- Wait (Add a wait time for non connected calls or no response from Assignee)

## **20. Advanced**

The Advanced section consolidates high-level configuration options that govern lead records at a system level. These settings are typically managed by administrators and affect platform-wide behaviour.

- Configure record and entity-level settings to control lead data structure and visibility.
- Enable or disable high-level features such as lead merging, scoring, or external integrations.
- Set up bulk download options for lead data exports in CSV or Excel format.
- Manage task configuration at the lead level - including task display, ordering, and completion behaviour.
- Access developer and integration settings for API-based lead creation and updates.

![Advanced_Configuration_Lead](https://assets.pages.chakrahq.com/media/Advanced_Configuration_Lead.png)

---

URL: https://chakrahq.com/help/sales/lead-management/lead-management-dashboard.md.md

**Lead Dashboard – Feature Guide**

This guide covers all features available in the Lead List dashboard in Chakra Sales CRM. Each section includes a brief description of what the feature does, followed by detailed usage notes to help you get the most out of it.

## **Lead List Views**

**Overview**

Switch between three lead list view types: Table, Kanban, and Card. Each view can be customized independently.

**Details**

- **Table view**: spreadsheet-style layout with sortable, configurable columns

![table_view_leads_chakra_sales_crm](https://assets.pages.chakrahq.com/media/table_view_leads_chakra_sales_crm.png)

- **Kanban view**: drag and drop leads across pipeline stages visually

![kanban_pipeline_view_chakra_sales_crm](https://assets.pages.chakrahq.com/media/kanban_pipeline_view_chakra_sales_crm.png)

- Card view: visual tile layout for quick scanning (default view in the mobile app)

![card_view_leads_chakra_sales_crm](https://assets.pages.chakrahq.com/media/card_view_leads_chakra_sales_crm.png)

- Customize which fields are displayed in each view type independently

## **Lead Search**

**Overview**

Search for leads from the lead dashboard using any lead field or attribute.

**Details**

- Real-time search results as you type — no need to press Enter
- Search across all lead fields, including custom fields you have created
- Combine search with filters for more precise results
- Useful for quickly pulling up a lead during a live customer call

![Leads_Search_Video](https://assets.pages.chakrahq.com/media/Leads_Search_Video.gif)

## **Lead Filters**

**Overview**

Filter leads in the dashboard using any lead field or attribute. Multiple filters can be applied together using AND/OR logic.

**Details**

- Filter by standard fields: state, assignee, status, date created, and more
- Filter by any custom field using multiple operators (equals, contains, greater than, etc.)
- Combine multiple filter conditions with AND/OR logic
- Save filter combinations as custom views for quick one-click access later

![Leads_Basic_Filter_Video](https://assets.pages.chakrahq.com/media/Leads_Basic_Filter_Video.gif)

## **Lead Spaces**

**Overview**

Lead Spaces are saved filters that can be accessed with a single click from the Spaces tab. Spaces can be scoped to yourself, your team, or a specific role.

**Details**

- Create spaces based on product line, region, team, or any custom grouping
- The lead list automatically filters to show only leads within the active space
- Move leads between spaces manually or based on automation rules
- Reduces clutter for large teams managing multiple segments simultaneously

![lead_spaces_chakra_sales_crm](https://assets.pages.chakrahq.com/media/lead_spaces_chakra_sales_crm.png)

## **Manual Lead Creation**

**Overview**

Create a single lead manually using the lead creation form. The form is customizable and allows you to fill in all lead details at the time of creation.

**Details**

- Enter all standard and custom fields while creating the lead
- Assign the lead to a specific user and set its initial state upon creation
- Map the lead source and channel at the time of creation
- Required fields are enforced based on your team's configuration

![Manual_lead_creation](https://assets.pages.chakrahq.com/media/Manual_lead_creation.gif)

## **Bulk Lead Upload**

**Overview**

Add multiple leads at once by uploading a CSV file. Map your CSV columns to Chakra lead fields during the import process.

**Details**

- Upload leads via CSV and map your file's columns to Chakra lead fields
- Validate for duplicate detection before finalizing the upload
- Review an upload summary showing success count and any errors
- Large imports are processed efficiently with a clear status report on completion

![Leads_Upload_Bulk_Changes](https://assets.pages.chakrahq.com/media/Leads_Upload_Bulk_Changes.png)

![bulk_lead_upload_chakra_sales_crm](https://assets.pages.chakrahq.com/media/bulk_lead_upload_chakra_sales_crm.png)

## **Lead List Bulk Selection**

**Overview**

Select multiple leads at once using individual checkboxes, a Select All option for the current page, or a Select All across all pages option.

**Details**

- Check individual leads or use 'Select All' to select the entire current page
- Expand selection to all leads across all pages for large-scale actions
- Apply bulk actions: assign, add to campaign, delete, or download
- The total selection count is shown before you confirm any bulk action

![Leads_Bulk_Selection_Video](https://assets.pages.chakrahq.com/media/Leads_Bulk_Selection_Video.gif)

## Lead Action Buttons

Lead actions are dedicated buttons perform specific actions on the entire lead list or particular leads.

![bulk_action_button](https://assets.pages.chakrahq.com/media/bulk_action_button.gif)

### **Lead Delete**

**Overview**

Permanently delete multiple leads at once. This action is available to Admins or Managers (configurable) using bulk selection and the Delete action.

**Details**

- Select leads individually or use the bulk selection option
- A confirmation step is required before permanently removing leads
- Deleted leads are removed from all views, filters, and reports
- Use filters first to ensure you are selecting the correct leads before deleting

![bulk_lead_delete](https://assets.pages.chakrahq.com/media/bulk_lead_delete.gif)

### **Add to Campaign**

**Overview**

Add selected leads to an active campaign using the Add to Campaign action button.

**Details**

- Select leads from the list and add them to any active campaign
- Choose the campaign type: broadcast or workflow
- Preview the audience count before confirming enrollment
- Leads added are immediately queued for campaign delivery

![bulk_add_leads_campaign](https://assets.pages.chakrahq.com/media/bulk_add_leads_campaign.gif)

### **Remove from Campaign**

**Overview**

Remove selected leads from a campaign using the Remove from Campaign action button.

**Details**

- Select one or more leads from the lead list
- Choose the campaign you want to remove the leads from
- Removal takes effect immediately and stops further campaign messages to those leads
- Use filters to identify and select the right leads before removing

![bulk_remove_lead_campaign](https://assets.pages.chakrahq.com/media/bulk_remove_lead_campaign.gif)

### **Change Assignee**

**Overview**

Reassign multiple leads to a different user in a single action using the Change Assignee option.

**Details**

- Select multiple leads and change their assignee in one action
- Choose any active user from your team as the new assignee
- All changes are logged in each lead's history for traceability
- Reassigned leads trigger notifications to the newly assigned owner

![bulk_change_lead_assignee_transfer](https://assets.pages.chakrahq.com/media/bulk_change_lead_assignee_transfer.gif)

## **Lead List Customization**

**Overview**

Customize the columns shown in your lead dashboard — add, remove, reorder, and sort columns to match your workflow.

**Details**

- Add or remove columns, including custom fields
- Drag columns to reorder them in the table view
- Save your personalized column view per user
- Different team members can maintain their own individual list configurations

![Leads_Customize_Table_Columns_Video](https://assets.pages.chakrahq.com/media/Leads_Customize_Table_Columns_Video.gif)

## **Lead List – In-Place Field Editing**

**Overview**

Edit lead fields directly from the lead list without opening the lead detail view.

**Details**

- Click any editable cell in the lead table to edit it inline
- Supports text, dropdown, and date field types
- Changes are saved instantly and logged in the lead's history
- Reduces the need to switch between the lead list and individual lead detail pages

![Lead_Details_In_Place_Editing_Video](https://assets.pages.chakrahq.com/media/Lead_Details_In_Place_Editing_Video.gif)

## **Lead List Sorting**

**Overview**

Sort the lead list by any column in ascending or descending order.

**Details**

- Click any column header to toggle between ascending and descending order
- Sort by date fields, text, numbers, or dropdown values
- Your sort preference is maintained throughout the current session
- Combine sorting with filters to precisely prioritize your lead list

![Leads_Sort_Columns](https://assets.pages.chakrahq.com/media/Leads_Sort_Columns.png)

## **Lead Bulk Download**

**Overview**

Export your lead list or a filtered subset as a CSV file. Choose which fields to include in the download.

**Details**

- Download the current filtered lead list as a CSV file
- Select which fields to include in the export
- Large exports are processed and made available for download or sent via email
- Useful for sharing lead data with external tools or stakeholders

![settings_lead_dashboard_chakra_sales_crm](https://assets.pages.chakrahq.com/media/settings_lead_dashboard_chakra_sales_crm.png)

![Bulk_Lead_Download_Chakra_Sales_CRM](https://assets.pages.chakrahq.com/media/Bulk_Lead_Download_Chakra_Sales_CRM.png)

## **Lead List Navigation**

**Overview**

Navigate through pages of your lead list using page number buttons, the next/previous buttons, or by jumping directly to a specific page.

**Details**

- Use previous/next buttons or type a specific page number to jump directly
- Configure the number of rows displayed per page: 25, 50, or 100
- Navigate directly to the last page to view recent or oldest leads
- Pagination state is preserved when switching between filters or spaces

![Leads_Page_Navigation](https://assets.pages.chakrahq.com/media/Leads_Page_Navigation_Desktop.png)

## **Lead States**

**Overview**

Lead States represent the stages of a potential customer's journey, from initial contact through to conversion or loss. States are fully customizable.

**Details**

- Create and customize states to match your specific sales process
- Move leads between states manually or automatically via automation rules
- Each state can have specific tasks and workflow automations attached to it
- Use Kanban view to visually manage and move leads across states

![Leads_Change_State](https://assets.pages.chakrahq.com/media/Leads_Change_State.png)

## **Lead Status**

**Overview**

Lead Status is a system field that defines whether a lead is active or inactive: Open (Active), Closed (Inactive), or Cancelled (Inactive). Open leads appear in the default lead dashboard.

**Details**

- Open leads are visible in the active lead dashboard by default
- Closed or Cancelled leads can be made visible using the toggle option in Settings
- Status changes are logged in the lead's history with timestamps
- Automations can update lead status automatically based on pipeline events

---

URL: https://chakrahq.com/help/sales/all-admin-settings/user-management-settings.md.md

# User Management Overview

Step-by-step guide to configure User Management setup in Chakra Sales CRM

## User Management Types

There are different type of user manage sections in Chakra. Users and Roles are the most important and generally used by teams. The section can be accesses by `Admin` and `Manager Role` Types only.

Access the User Management Setting via [Admin -> User Management](https://app.chakrahq.com/admin/users)

- [**Users**](https://app.chakrahq.com/admin/users)
- [**Roles**](https://app.chakrahq.com/admin/users#roles)
- [Pods](https://app.chakrahq.com/admin/users#pods)
- [Shifts](https://app.chakrahq.com/admin/users#shifts)
- [Profiles](https://app.chakrahq.com/admin/users#user-profiles)

![User_Management_Macro](https://assets.pages.chakrahq.com/media/User_Management_Macro.png)

### Users

User are company employees or team members - such as sales reps, marketers, or support agents - who are mandated to access to log in, manage customer data, track interactions, update activities.

##### **Add a User**

To add a New User follow the below steps:

- Go to the Users tab in User Management
- Click on `⊕Invite User`
- Update the Invite User form
    - First Name \**,* Last Name, Username \*
    - Email, Primary Phone No
    - Password \*
    - Role \*, Pods, Profile

*\*   Mandatory fields*

- Click on `Invite` button in form to add the user

![invite_user](https://assets.pages.chakrahq.com/media/invite_user.png)

##### **Edit User Details**

To edit a user follow the below steps

- Click on `Edit User` button against the User in the user list
- Update relevant fields
- Click on `Update` to complete the user edit

![edit_user](https://assets.pages.chakrahq.com/media/edit_user.png)

##### **Change User Settings**

To modigy other user settings,  click on **`⋯`**

![other_user_settings](https://assets.pages.chakrahq.com/media/other_user_settings.png)

###### Change Password

Click on** `⋯`** 

- Click on the `Change Password` option
- Update the New Password and Confirm Password fields
- Click on `Update`

The user password is successfully updated

![change_user_password](https://assets.pages.chakrahq.com/media/change_user_password.png)

###### Change Role

Click on `⋯` 

- Click on `Change Role` option
- Choose the new role from the dropdown
- Click on `Change Role` button

![change_role](https://assets.pages.chakrahq.com/media/change_role.png)

**Note**:  Choose the option Allocate all the processes and tasks to other users if applicable. This will assign the existing user leads to other users randomly

###### Disable/Enable Login

To disable any user in Chakra Sales CRM, use this option. Once a user is disabled it will not allow existing user to log in Chakra using their credentials. Although, the user will continue to receive lead or chat assignment.

**Disable Login**

- Click on `Diasble Login` option
- Confirm the `Yes, Diable Login` to disable the user

![disable_login](https://assets.pages.chakrahq.com/media/disable_login.png)

The user is successfully disabled in Chakra now.

**Enable Login**
To enable a disables user login

- For a disabled user login, an Enable Login option is visible
- Click on `Yes, Enable Login` option.

The user is successfully enabled in Chakra now.

![enable_login](https://assets.pages.chakrahq.com/media/enable_login.png)

###### Delete User

To delete a user in Chakra use the Delete User option

- Click on `Delete User` option
- Confirm Delete User in the pop up window

The user is successfully deleted.

![delete_user](https://assets.pages.chakrahq.com/media/delete_user.png)

###### Bulk Delete Users

To bulk delete users follow the below steps.

- Use the `☑`checkbox to choose the users to delete in the user list
- Click on `Delete Users` button on the top right of the User list dashboard

In the pop up window, check the deletion message: 
Are you sure you want to delete the selected \_ users?

- User toggle option To: *Allocate all the processes and tasks to other users*
- Click `Delete`

![delete_bulk_user](https://assets.pages.chakrahq.com/media/delete_bulk_users.png)

##### User History

To accsss the user activity history follow the step below:

- Click on the User in the Name column
- Check the user history in the right hand side column

![user_history](https://assets.pages.chakrahq.com/media/user_history.png)

#### Others

###### Search Users

Use the search bar on the top left of the user list dashbaord to search. Search by username or any user attribute like role, profile,etc

###### Show Deleted Users

To show delete users use the toggle: `Show Deleted Users` on the top of the User list dashboard

###### Download Users

To download user list data click on `⬇️` optionon on the top of user list dashboard. The list is downloaded in a csv file.

![create_flow_edit_call_exotel](https://assets.pages.chakrahq.com/media/create_flow_edit_call_exotel.png)

### Roles

Role defines a user's fucntion or capacity within the organizational, primarily determining what data they can view or modify based on their role. Roles control visibility - such as allowing managers to view subordinates' records - while profiles control functional permissions (create, edit, delete).

##### Add a Role

To add a New role in Chakra Sales CRM follow the below steps to create a new role.

- Go to the Roles tab in User Management
- Click on the `⊕ Add Role` button on the top right
- Add details in the Create Role form
    - Role Name
    - Role Type (User, Manager, Admin)
    - Description
- Click on `Create` to create the new role

![Create_Role_new](https://assets.pages.chakrahq.com/media/Create_Role_new.png)

##### Edit a Role

To edit a role in Chakra, go throught he following steps

- Click on `Edit Role` button against the Role, in the Action column
- Modify any of the fields and click `Update`

The role is modified now.

##### Search a Role

To search for a role.

- Go to the Search Bar 𓋰
- Enter the role name or role attributes (like role type)

##### Download Role Data

To download the role data, use the `⬇️` button at the top of the role list dashboard. The data is downloaded in csv format.

### Pods

Pods are specialiazed group of users to manage a specific cohort of leads or prospects

##### Add a Pod

To add a pod in Chakra:

- Go to the Pods tab in User Management. Click on ⊕ Add Pod
- Add the pod details in the pop up form
    - Pod Name
    - Description
- Click on `Create` to create the new pod

![Add_new_Pod](https://assets.pages.chakrahq.com/media/Add_new_Pod.png)

### Shifts

Define shift hours for different roles for your team in Chakra as per your business requirements.

##### Create a Shift

- Go to the Shift tab in User Management. 
- Click on `Add`
- Edit the Name of the shift
- Configure Shift details
    - Shift Start Time
    - Shift End Time
    - Working Days

![shift_timings](https://assets.pages.chakrahq.com/media/shift_timings.png)

- Click on `Save`
- Click on `Shift Scope` to configure role/user based shift settings

![Shift_Mapping](https://assets.pages.chakrahq.com/media/Shift_Mapping.png)

##### Delete a Shift

Access the shift  by clicking on the shift name. To delete a shift, click on the 🗑 icon on the top right.

### Profiles

Add User profiles available for your team in Chakra

##### Add a Profile

- Go to the Profile Tab
- Click on `⊕ Add Profile` button
- Add the profile details
    - Profile name
    - Short id
- Click on Save. The profile is created

![New_Profile_User_Management](https://assets.pages.chakrahq.com/media/New_Profile_User_Management.png)

##### Add Profile Attribute

To add profile attributes use the `Add New` button to create a new attribute. Follow the [standard attribute creation steps](https://help.chakrahq.com/sales/lead-management/lead-setup-configuration#create-lead-attribute) to create the profile attribute.

## User Access Audit Logs

The user access audit logs helps CRM admins and managers to access login/logout actions in Charka Sales for security and compliance.

#### How to access the audit logs

- Go to [User Management ](https://app.chakrahq.com/admin/users)in Admin section
- Click on **⋮** on the right top. Click on Show Audit Logs
- The Audit Log List is populated with the following fields

| Operated At | Last Access Time |
| Operation | Login or Logout Action |
| Summary | Description of the action |
| IP | IP Details |
| User Agent | System Details |
| Operated By | User Name |
| Resource Type | Role Type |
| Resource ID | Resource ID |

![user access audit logs](https://assets.pages.chakrahq.com/media/user access audit logs.png)

#### How to use the audit logs

- Use date filter to define the date range
- Download Table data using the ⬇️ download button
- Use the **+** in each row to expand the log details

---

URL: https://chakrahq.com/help/sales/getting-started/introduction.md.md

Chakra Sales is a solutions for small businesses to run their sales processes. It comes with standard sales modules like Leads, Deals, Contacts and an activity driven interface to minimize data entry.

Modules included

- Lead
- Deal
- Contact
- Company
- History
- Task (Activities)
- Email Inbox
- Chat Inbox
- Integrated Telephony
- Dynamic Forms
- Omnichannel Campaigns
- Auto-Allocation
- Automation
- Lead Ingestion
- WhatsApp Integration
- Kanban Views
- API Access

---

URL: https://chakrahq.com/help/sales/data-ingestion/bulk-upload.md.md

**Bulk Upload Leads**

Use the bulk upload feature to add multiple leads at once using a CSV file. This is useful when migrating data or adding leads in large numbers.

**STEP 1: OPEN THE UPLOAD OPTION**

Click on the Upload button `⬆️` located at the top-right corner of the lead list.

![bulk_upload_lead_button](https://assets.pages.chakrahq.com/media/bulk_upload_lead_button.png)

**STEP 2: START A NEW UPLOAD**

![Bulk_Lead_Upload_Bulk_Changes](https://assets.pages.chakrahq.com/media/Bulk_Lead_Upload_Bulk_Changes.png)

In the Bulk Changes window, click on `⬆️ New Upload`

- Use the sample CSV template template file for data fields
- Track previous uploads in the list

**STEP 3: ADD THE CSV FILE**

Add the CSV file using one of these methods:

![Bulk_File_Uploader](https://assets.pages.chakrahq.com/media/Bulk_File_Uploader.png)

**3-Step Process:**

- Upload Data
- Match Columns
- Review Data

- Click to upload

  **OR**

- Drag the file to this area to upload

*Note: Only CSV files are supported.*

**STEP 4: EDIT BULK CHANGES (MAPPING)**

The uploader automatically picks and matches the fields from your CSV file with the relevant Chakra lead fields (attributes).

You can:

- Edit the mapping of the CSV header name with the Attribute Name in Chakra if required

- Choose Keep Column or Ignore Column to selectively add only specific fields from the file

![lead_bulk_upload_changes_match_columns](https://assets.pages.chakrahq.com/media/lead_bulk_upload_changes_match_columns.png)

**STEP 5: SUBMIT FOR UPLOAD**

Click `Submit`.

**STEP 6: REVIEW AND COMPLETE**

Review the details and click Submit for Completion.

![Lead_bulk_upload_changes_review_data](https://assets.pages.chakrahq.com/media/Lead_bulk_upload_changes_review_data.png)

**STEP 7: VERIFY THE UPLOADED LEADS**

The leads should have been uploaded successfully. 

To check the uploaded leads:

- Click Refresh 
- Check the added bulk leads in the lead list.

**SUMMARY**

1. Click Upload button (⬆️) on top-right of lead list

2. Click New Upload

3. Add CSV file (click or drag)

4. Edit field mapping if needed

5. Click Submit

6. Click Submit for Completion

7. Click Refresh to view bulk leads in lead list

---

URL: https://chakrahq.com/help/sales/campaign/add-leads.md.md

# Automatically Add Leads to a Campaign

Want to auto-enroll leads into a campaign when something changes — like their status or other attributes? You can set that up using **Lifecycle Rules**. It’s a powerful way to trigger campaigns without manual work.

---

### 📌 Use Case Example

Let’s say you’ve created a **"Callback" campaign**, and you want to automatically add any lead whose **state changes to `CALLBACK`**.

Here’s how to make it happen:

---

### 🔄 Step 1: Create a Lifecycle Rule

1. Navigate to **Admin > Lead > Lifecycle Rules**.
2. Go to the **“Process Updation”** tab – this is where you manage rules triggered by lead updates.
3. Click **`Add`** to create a new rule.
4. In the modal that appears:

- Set **Name** as `Add to Callback Campaign`
- Turn on **“Is Action V2”**
- Set **Action Type** to **“Add to campaign”**

5. This creates the rule and opens its detailed configuration screen.

---

### 🎯 Step 2: Set the Trigger Conditions

1. Click the ✏️ **edit icon** on the first node labeled **“Triggering Event”**.
2. In the configuration panel:

- Click **“Add Rule”** under **extra conditions**
- Choose the field: `state (Process)`
- Change the operator to **“Has changed to”**
- Set the value to **CALLBACK**

3. Click **`Done`** and then **`Save`** from the top right.

---

### 🚀 Step 3: Set the Campaign Action

1. Click the ✏️ **edit icon** on the **“Take Action”** node.
2. In the action configuration:

- Set **Object Type** to `Procedure`
- Choose **Procedure** as `Lead`
- Select the **Callback Campaign** from the campaign dropdown\\ *(Tip: If you haven’t created the campaign yet, save this rule and come back after creating it.)*

3. Click **`Save`** and then **`Cancel`** to close the panel.
4. Hit **`Save`** on the rule screen again.

---

### ✅ Step 4: Activate Your Rule

1. Toggle the **Active** switch near the top right corner.
2. Click **`Save`** to make it live.

That’s it! From now on, whenever a lead’s state changes to `CALLBACK`, they’ll be automatically added to your **Callback Campaign** — no manual steps needed.

---

💡 **Pro Tip:** You can create more lifecycle rules like this to automate lead routing for other campaigns too!

Here’s what a correctly configured rule will look like:

![Lifecycle Rule - Add to campaign](https://static-data.chakrahq.com/documentation-assets/whatsapp/campaigns/lcr-add-to-callback-campaign.png)

---

URL: https://chakrahq.com/help/sales/reports/how-to-create-a-new-report.md.md

# Overview

How to Create a Report in Chakra Dashboard: This guide walks you through the process of creating a new dashboard and configuring visualizations in Chakra Dashboard to generate insightful reports.

## Step 1: Create a New Dashboard

1. Navigate to the [Chakra Dashboard](https://app.chakrahq.com/chart-dashboards).
2. Click the ➕ icon and select **Create New Dashboard**.

![Create New Dashboard](https://static-data.chakrahq.com/documentation-assets/sales/reports/Report_Create_New.png)

1. A blank dashboard is created.

3.1 Enter a **Name** for the dashboard.

3.2 Click **New Visualization** to start building a visualization.

![Add Dashboard Details](https://static-data.chakrahq.com/documentation-assets/sales/reports/Report_Name_Dashboard_2.png)

1. Click **Save** to save the dashboard.
2. Select a visualization template by clicking **Use** to create a blank visualization in the dashboard builder.

![Choose Visualization template](https://static-data.chakrahq.com/documentation-assets/sales/reports/Report_Select_Visualization_4.png)

## Step 2: Configure the Visualization

1. Click the **↗️** icon on the blank visualization to open the visualization builder in a new window.

![Open Visualization builder](https://static-data.chakrahq.com/documentation-assets/sales/reports/Report_Open_Report_Editor.png)

1. Configure the visualization with the following settings:

![Configure the visualization](https://static-data.chakrahq.com/documentation-assets/sales/reports/Report_Visualization_Edit.png)

- **Name**: Provide a descriptive name for the visualization.
- **Chart Type**: Choose the visual representation (e.g., table, bar graph, donut chart).
- **Data Source**: Select the relevant data source (e.g., Leads, Tasks, Chat).
- **Group By**: Use this option to summarize data by specific groups. For example, to create a report of leads per user, select **AssignedTo** in the **Group By** option. This will generate a report summarizing leads assigned to each user.

  ![Complete the visualization configuration](https://static-data.chakrahq.com/documentation-assets/sales/reports/Report_Vis_Configfure_2.png)

- **Additional Configurations** (as needed):

![Add Filters](https://static-data.chakrahq.com/documentation-assets/sales/reports/Report_Viz_Edit_mode.png)

- Apply filters to limit data by specific attributes (e.g., `createdAt==30 Days` to include only leads created in the last 30 days)

![Add Visualiation Filter](https://static-data.chakrahq.com/documentation-assets/sales/reports/Report_Vis_Filter_Example.png)

- Set ordering for values (ascending or descending).
- Include column totals if required.
- Note: Adding data filters is recommended to optimize dashboard performance by limiting the volume of data processed. For example, filtering leads to those created in the last 30 days ensures faster query execution.

1. Click **Run** in the visualization builder to test the visualization.

![Run the Visualization](https://static-data.chakrahq.com/documentation-assets/sales/reports/Report_Save_Run.png)

1. Click **Save** to save the configured visualization.

## Step 3: Complete the Dashboard Setup

1. Return to the dashboard.
2. Add more visualizations by repeating the steps in **Step 2** as needed.
3. Add dashboard-level filters if required:

![Dashboard Filter](https://static-data.chakrahq.com/documentation-assets/sales/reports/Report_Viz_Edit_mode.png)

- Link dashboard filters to visualization filters to ensure consistency.

![Link Dashboard Filter](https://static-data.chakrahq.com/documentation-assets/sales/reports/Report_Dashboard_Filter_Link_Visualization.png)

- Set default filters to apply automatically when the dashboard is viewed.

1. Resize or rearrange visualizations on the dashboard for optimal layout.

![arrange resize visualisation](https://static-data.chakrahq.com/documentation-assets/sales/reports/Report_Viz_Edit.png)

1. Switch to **View Mode** to preview the dashboard.
2. Click **Save** to finalize the dashboard setup.

![Save Dashboard](https://static-data.chakrahq.com/documentation-assets/sales/reports/Report_Viz_Edit_Filters_2.png)

## Your Dashboard is Ready!

The dashboard is now set up and ready for use. You can revisit and edit the dashboard or visualizations at any time to refine your reports.

---

URL: https://chakrahq.com/help/sales/getting-started.md.md

<DocCardList />

---

URL: https://chakrahq.com/help/sales/lead-management/lead-details-page-section.md.md

**Lead Details Page**

The Lead Details page is your primary workspace for viewing, managing, and engaging with individual leads. This article explains every section and feature available on the page.

## Lead Details Key Section

### Top Header

Top header is a persistent, high-visibility strip designed to provide an instant overview of a lead important properties identity, status, and value without requiring the user to scroll. This section carries the following properties.

![Lead_Details_Top_Header_Section_Chakra_Sales_CRM](https://assets.pages.chakrahq.com/media/lead_details_top_header_charka_sales_crm.png)

#### Lead Title

#### Pipeline State Bar

State Pipeline bar is a visual, horizontal interface component that displays the sequential state a lead moves through from initial state across the sales funnel. It acts as an interactive bar allowing sales user to see at a glance where a deal stands and to quickly update its progress, often through a click-and-update mechanism or by clicking on specific states.

![Pipeline_status_bar](https://assets.pages.chakrahq.com/media/Pipeline_status_bar.gif)

#### Assignee Status & Change Button

Manually reassign a lead to any active user. Access to this feature can be restricted by role, ensuring reassignment is controlled within your team hierarchy.

- Select any active user as the new lead assignee
- Access is controlled by role permissions and can be restricted as needed
- Reassignment is logged in lead history with a timestamp
- The new assignee receives a notification upon assignment

![Lead_assignee_change_assignee](https://assets.pages.chakrahq.com/media/Change_lead_Assignee.gif)

#### "Lead Won" Button

The complete button is a special one-time-click action button to convert a lead into the final positive node of the sales process. This is used to directly convert a lead to a successful prospect. 

##### How `Lead Won` Button works?

- Click on "`Lead Won`" Button
- This updates the lead state to final successful state (e.g. - Convert) as configured in the lead workflow
- The "`Lead Won`" button is replaced by a completed status
- A Reopen button is visible to reopen the lead [Optional]
- The Lead can be re-opened using this button, the "`Lead Won`" button reappears in the interface

##### How `Lead Won` Button is configured?

- This configuration  is enabled for for `Admin/Manager Roles` only
- Click on the **`⋮`** icon at the right top of the Lead Header section
- Click on `Customize Header`
    - Show completion/won button? (Yes/NO)
    - Complete Button Text
    - Completed Status Text

##### Lead State & Change State

Track lead status from the Lead Status tracker and also use to manually change the lead state to a desired one.

- Manually move a lead to any state directly from the lead detail page. State changes are reflected instantly across all views and can trigger automations.
- Select any available state from the state dropdown on the detail page
- Each state change is logged in lead history for traceability
- Automations can be triggered upon specific state transitions

![Change_lead_State](https://assets.pages.chakrahq.com/media/Change_lead_State.gif)

##### 💬 Quick Message Action

Use the quick message action from the lead header section to send a text, email or a WhatsApp message in quick 2 steps.

![Send_Message_button](https://assets.pages.chakrahq.com/media/Send_Message_button.gif)

# Left Lead Details Columns

The left side column of the lead details page has the lead summary, lead details widget (customisable).

## **Lead Summary**

Captures the essential read-only details of a lead — such as Lead ID, contact information, creation date, and source — in one fixed section at the top of the lead detail page. The section can be customized to show specific fields.

- Shows lead ID, creation date, source, and primary contact
- Fields in this section are non-editable to protect core data integrity
- Customize which fields appear in the summary section via Settings
- Useful for agents to quickly confirm identity before engaging with a customer

**To Edit Summary Section:** 

- Hover on the right top to click on the 3 vertical dots
- Click on Organize Fields to add, remove fields in the Summary section

![lead_summary_details_chakra_Sales_crm](https://assets.pages.chakrahq.com/media/lead_summary_details_chakra_Sales_crm.png)

## **Lead Fields Customization**

The Lead Details section can be customized with the fields most relevant to your use case. Each user can personalize their own view, and fields can be marked as required to ensure data completeness.

- Add, remove, or reorder fields in the lead details view
- Mark specific fields as required to enforce data completeness
- Customize fields per user for personalized views
- Supports all field types: text, dropdown, date, number, and file

![Lead_Details_configure_customize_chakra_sales_crm](https://assets.pages.chakrahq.com/media/Lead_Details_configure_customize_chakra_sales_crm.png)

### **Lead Fields Grouping**

Group fields in the Lead Details section into named sections to keep the form organized and easy to navigate, especially for teams managing complex data.

- Create named groups such as 'Contact Info', 'Deal Details', or 'Preferences'
- Drag fields into relevant groups to organize the layout
- Groups are collapsible in the lead details view for a cleaner experience
- Keeps the lead form structured for complex data models

# Right Activity Column 

## **Lead Activity Section**

The Activity section is the central hub for all engagement with a lead. It tracks every interaction — calls, emails, meetings, notes, and tasks — in a chronological timeline, so nothing gets missed.

- Log calls, meetings, notes, and emails directly from the activity section
- View a complete timeline of all lead interactions in one place
- Schedule and manage follow-up tasks from the activity panel
- AI assistant is accessible from this section for smart suggestions and next steps

![Lead_Activity_Section_Chakra_Sales_CRM](https://assets.pages.chakrahq.com/media/Lead_Activity_Section_Chakra_Sales_CRM.png)

## **Lead Notes**

The Notes section lets users capture detailed, formatted information about a lead — such as meeting summaries, client requirements, or contextual observations — so that important context is never lost.

- Write formatted notes with text styling options (bold, lists, headings, etc.)
- Attach media such as images and files within notes
- Notes appear in chronological order in the activity timeline
- Useful for capturing nuanced customer details not covered by standard fields

![lead_notes](https://assets.pages.chakrahq.com/media/lead_notes.png)

## **Lead History**

Lead History is an immutable, chronological record of all changes made to a lead. It tracks who made each change, what changed, and when — including actions by users, the system, bots, and automations.

- Filter history by type: chat, call, email, task, or field change
- See who made each change: user, system, bot, or automation rule
- Click any history entry to expand and view its full details
- Provides an immutable audit trail for compliance and accountability

![Lead_activity_history](https://assets.pages.chakrahq.com/media/Lead_activity_history.gif)

---

URL: https://chakrahq.com/help/sales/all-admin-settings/role-access-guide.md.md

# Role Access Guide

This guide has two sections:

- **Section 1: User vs Manager** — day-to-day CRM activity access.
- **Section 2: Manager vs Admin** — admin configuration and platform setup access.

---

## Section 1: User vs Manager

*A comparison of default feature access between the User and Manager roles for day-to-day CRM and Chat activities.*

### Feature Access Comparison

| Feature Group | User | Manager |
| --- | --- | --- |
| **Access to Chats & Leads** | ◐ Assigned only — can see and work only on chats/leads assigned to them | ✓ All records — full visibility across all leads/chats by default |
| **Bulk Download** | ✕ Not available | ✓ Available |
| **Bulk Upload** | ✓ Available | ✓ Available |
| **Lead Field Editing** | ✓ View & edit — all fields, for their accessible leads | ✓ View & edit — all fields, for their accessible leads |
| **State / Status Changes** | ✓ Available | ✓ Available |
| **"Assigned To" Field** | ✓ Editable — for their accessible leads/processes | ✓ Editable — for their accessible leads/processes |
| **Template Creation — WhatsApp** | ✓ Enabled | ✓ Enabled |
| **Template Creation — Email & Others** | ✕ Not enabled | ✓ Enabled |
| **Campaigns Module** | ✕ Not supported | ✓ Enabled |
| **Admin Configuration — User & Team Management, Reports, Campaigns** | ✕ No access | ✓ Access *(covered in Section 2)* |
| **Platform Setup — Tasks, Forms, Automations (LCR, Allocation, etc.)** | ✕ No access | ✓ Access *(covered in Section 2)* |

### Key Takeaway

Users are scoped to their own work: **assigned leads/chats only**, with the ability to edit fields, update statuses, and reassign records within that scope, and send WhatsApp templates. They cannot bulk-download data, run campaigns, create non-WhatsApp templates, or touch any admin configuration — reports, team management, forms, tasks, or automation setup.

Managers get everything a User gets, plus **workspace-wide visibility** into all leads/chats, bulk download, campaigns, and the full set of message template types — while Admin Configuration itself (user/team setup, report building, task/form/automation configuration) remains a separate layer, covered in Section 2 below.

### A Note on Customization

The behaviors above reflect **default** role settings. All of these permissions can be adjusted through **Role-Based Access Control (RBAC)**, so a workspace can tighten or loosen access for either role to match its own operating model.

---

## Section 2: Manager vs Admin

*A plain-language guide to what Managers and Admins can each do in Admin Configuration settings.*

### The Core Difference

**Admin** is the platform's full-control role, with access to every configuration area — from day-to-day operations to backend platform setup, security, billing, and integrations.

**Manager** is a scoped, operational role. Managers can run their team's day-to-day work — managing people, reports, templates, forms, and process workflows — but cannot touch the platform's structural configuration: billing, security, integrations, messaging-channel setup, or AI configuration.

In short: **Manager access sits entirely within Admin access** — anything a Manager can do, an Admin can also do, but not the other way around. Manager permissions are additive and operational; Admin permissions extend further into platform governance, risk, and irreversible changes.

### What Managers Can Do

✓ **Team & User Management** — Managers can onboard and manage the people on their team: creating and removing user accounts, assigning or changing roles, and enabling or disabling login access as people join, move, or leave.

✓ **Reports & Dashboards** — Managers have full control over reporting: they can create, edit, clone, and delete data tables and chart dashboards, and pull standard reports such as attendance summaries, to track team performance.

✓ **Message Templates & Notifications** — Managers can create, update, and delete message templates and notification configurations, letting them manage how the team communicates with contacts and how internal alerts are set up.

✓ **Forms & Process Allocation** — Managers can manage intake and workflow forms (setting a form as the default resource form or removing one) and can update or delete process allocators (routing logic that assigns work), but cannot create new process templates or state/task mappings from scratch.

✓ **Lifecycle & Custom Process Actions** — Managers can create, edit, and remove lifecycle actions and custom process actions, giving them control over the automated actions that fire at different stages of a contact's or ticket's journey.

✓ **App Installs & Procedure Mapping** — Managers can view installed apps and manage procedure-to-role mappings, letting them see what's connected and adjust which roles handle which procedures, without managing the underlying integrations themselves.

✓ **External APIs** — Managers have limited API-related access, restricted to removing external API connections rather than creating or configuring them.

### What ONLY Admins Can Do

The following areas are restricted to Admin only. These generally involve platform-wide configuration, financial or security risk, or irreversible changes — the kinds of actions that affect the entire workspace rather than a single team.

✓ **Billing, Payments & Subscription** — Managing checkout sessions, coupon codes, subscription upgrades, and cancellations.

✓ **Security, Domains & API Access** — Configuring authentication providers, security rules, sandboxes, custom domains, and creating or revoking API keys.

✓ **WhatsApp & Messaging Channel Setup** — Connecting or disconnecting WhatsApp Business accounts and phone numbers, managing WhatsApp groups, and reviewing channel-level API and webhook logs.

✓ **Plugins & Integrations** — Installing, updating, or configuring plugins and third-party integrations, including setting default plugins per category and viewing plugin logs.

✓ **AI Features & Content Sources** — Enabling AI features for the team and managing the content sources AI tools draw from.

✓ **Web App Builder** — Creating, editing, publishing, or unpublishing custom web apps built on the platform.

✓ **Calling & Shift Configuration** — Setting up call allocators, managing shift configurations, and configuring calling infrastructure such as Exotel WebRTC apps.

✓ **Campaigns & Outreach** — Creating or removing campaign triggers and auto-dial campaigns used for automated outreach.

✓ **Contacts & Data Attributes** — Deleting contacts and custom data attributes at the account level.

✓ **Chatbot & Chat Widget** — Managing chatbot templates and chat widget triggers shown to website visitors.

✓ **Email Deliverability** — Reviewing, creating, and removing bounced-email records that affect sender reputation and deliverability.

✓**Team, Navigation & Platform Assets** — Managing team/partner hierarchies, navigation structure, public assets, scripts, and free trial activation.

✓ **Feature & Access Rule Configuration** — Defining feature configurations and resource access rules that govern what different roles can see or do platform-wide.

✓ **Deeper Process & State Configuration** — Creating new process templates, defining state-to-task mappings, and deleting process entries, states, or state tasks outright — the structural definitions behind workflows, as opposed to day-to-day allocation, which Managers can adjust.

### How to Think About Assigning These Roles

- **Default to Manager for team leads.** If someone needs to manage people, reports, templates, forms, or workflows for their team, Manager access covers it without exposing platform-wide settings.
- **Reserve Admin for platform owners.** Assign Admin only to those who need to configure integrations, security, billing, or messaging infrastructure — actions that affect the whole workspace and are harder to reverse.
- **When in doubt, start narrow.** Since Manager access is a subset of Admin, it's safer to start someone as Manager and upgrade to Admin later than to over-grant Admin access upfront.

---

## Putting It All Together

The three roles form a clean hierarchy of access:

**User → Manager → Admin**

- **User:** works within their assigned leads/chats — no admin or platform configuration access.
- **Manager:** everything a User can do, plus workspace-wide record visibility, campaigns, and day-to-day admin configuration (users, reports, templates, forms, workflows).
- **Admin:** everything a Manager can do, plus platform-wide governance — billing, security, integrations, messaging-channel setup, and AI configuration.

Each role is a strict superset of the one before it, and all defaults described in this guide can be fine-tuned through Role-Based Access Control (RBAC) to match your workspace's needs.

---

URL: https://chakrahq.com/help/sales/getting-started/signup.md.md

### Demo Account

You can signup for a free trial of Chakra Sales by using requesting a Free Demo account  on [sales@chakrahq.com](mailto:sales@chakrahq.com)

---

URL: https://chakrahq.com/help/sales/workflow-automation/lead-de-duplication.md.md

# Lead De-duplication Overview

It is possible for you to setup a lead de-duplication automation. This is useful for scenarios where you want only one lead per phone number or email address. 

The feature can be accessed from `Admin -> Lead -> De-duplication`

![lead_de-duplication_settings](https://assets.pages.chakrahq.com/media/lead_de-duplication_settings.png)

### **Configuration Settings**

#### **Duplicate Identification**

- How to find the existing entry which should be updated?
    - **Attributes to match** when checking for existing entry
    - **Number of days** within which to check for an existing entry?
    - **Sort By**: If multiple entries match the unique attributes criteria, we pick the first entry after sorting.
    - **Sort Order:** If multiple entries match the unique attributes criteria, we pick the first entry after sorting.
    - **Extra Conditions** (Optional): Any extra condition added here will also need to be satisfied by the matching entry.

#### Duplication Action(s)

- Action to run when a duplicate entry is being created
    - **Order**
    - **Type of check** to assert that this action must be run: How to check if this action should be run?
    - The **conditions to check** (Optional)
    - **Type of the action**: What type of action is this?
    - **Action parameters:** 
        - Overrides: Entries to be copied from the new entry to the merged entry
            - Attributes
            - Status
            - States
            - Assignee
            - Booking

**We will discuss how to solve for a common scenarios below:**

### Duplication Scenario 

Ensure only one lead per phone number in a 24 hr period and Re-Open the old lead if closed

To achieve this, in the de-duplication section you need to provide the following config

1. Under "**How to find the existing entry which should be updated?**"

- Choose the "`Phone Number`" attribute under "Attributes to match when checking for existing entry"
- Enter value "1" under "Number of days within which to check for an existing entry?"
- Choose "`Created At`" under "Sort By"
- Choose "`Descending`" under "Sort Order"

> *This configuration basically suggests: While creating a lead check if another lead has been created in the last 24 hours with the same phone number. If YES, the de-duplication automation kicks in. What you want to do when the automation kicks in can be configured in the next section.*

![deduplication_configuration_sample](https://assets.pages.chakrahq.com/media/deduplication_configuration_sample.png)

1. Under "Action to run when a duplicate entry is being created"

- Click "`+ Add Another`" to add an action
- Enter `1` under "Order"
- Choose "`Always valid, no checks needed`" under "Type of check to assert that this action must be run"
- Choose "`Update the existing entry`" under "Type of the action"
- Choose "`OPEN`" under "Action Parameter"/"Overrides"/"Status Override"

> *This configuration makes sure that when you try to create a lead with a phone number, for which a previous lead exists - then the lead should not be created but the old lead's status should be changed to OPEN.*

#### Overrides:

Use override settings like state, Assigned To, attributes etc. for entries to be copied from the new entry to the merged entry

![lead_duplication_actions](https://assets.pages.chakrahq.com/media/lead_duplication_actions.png)

---

URL: https://chakrahq.com/help/sales/data-ingestion/manual-lead-creation.md.md

**Create Leads Manually**

Manually adding a lead allows you to capture prospects who reach out via offline channels, non integrated forms, or other ad hoc channels directly into your CRM.

### Steps to Create a Manual Lead

Follow the step-by-step guide below to create a lead manually in Chakra Sales.

**STEP 1: NAVIGATE TO THE LEADS TAB**

Go to Chakra Sales and click on the `Leads` tab.

**STEP 2: OPEN THE LEAD CREATION FORM**

Click on the Plus `➕` icon located at the top-right corner of the lead list.

![create_manual_lead](https://assets.pages.chakrahq.com/media/create_manual_lead.png)

**STEP 3: FILL IN LEAD DETAILS**

Update the fields in the Lead Form and click Submit.

![manual_create_lead_form](https://assets.pages.chakrahq.com/media/manual_create_lead_form.png)

*Note: Mandatory fields must be filled in order to successfully create a lead.*

**STEP 4: VERIFY THE LEAD**

The lead is now added to Chakra. To check the newly uploaded lead, click the Refresh button.

![Manual_lead_Creation_chakra_sales_crm](https://assets.pages.chakrahq.com/media/Manual_lead_Creation_chakra_sales_crm.gif)

**SUMMARY**

1. Go to Leads tab in Chakra Sales

2. Click ➕ icon (top-right of lead list)

3. Fill required fields and click Submit

4. Click Refresh to view the new lead

---

URL: https://chakrahq.com/help/sales/campaign/create-broadcast-campaign.md.md

Broadcast campaigns are a way to send messages in bulk to multiple contacts at once. Follow the steps below to create a broadcast campaign

- Go to the campaigns page
- Click "Create Campaign"
- Provide a campaign name
- Select Blast/Broadcast Campaign
- Choose a channel - Email or WhatsApp
- Select a relevant plugin
- Choose a relevant template and fill out the associated config
- Select Audience
- Manually enter phone numbers or email addresses
- Or filter from existing leads
- Launch

Here is a video example of the same. Click to view the video

[![Create Whatsapp Blast Campaign](https://static-data.chakrahq.com/documentation-assets/campaigns/whatsapp-blast-campaign-copver-image.jpg)](https://youtu.be/i5b2544RrAc)

---

URL: https://chakrahq.com/help/sales/data-ingestion.md.md

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---

URL: https://chakrahq.com/help/sales/lead-management.md.md

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---

URL: https://chakrahq.com/help/sales/integrated-communication-channels/email-integration-setup/setup-custom-gmail-oauth.md.md

**Overview**

Sync your gmail with Chakra Sales CRM to manage business communications within Chakra Sales CRM in an integrated manner

- Receive Email
- Send Emails
- Create or Update Leads based on email triggers

## Gmail Sync

**Access Email Inbox**

- Go to [Email Inbox settings](https://app.chakrahq.com/admin/email-inboxes)
- Click on `Connect Gmail` button to read your incoming mails in gmail

*⚠️⚠️ Note: An authorized user with Gmail access is required to setup the Gmail sync. The user has to provide Chakra necessary permissions to authorize gmail sync setup.*

**Connect Gmail (3 Steps)**

- Click on `𝐆 Sign in with Google`
- `Choose an Account` by clicking on the email in gmail widget
- Provide Necessary Permissions (\~13). Click `Continue`

![gmail_sync_connect_sign_in](https://assets.pages.chakrahq.com/media/gmail_sync_connect_sign_in.png)

**Connected Gmail Account**

- The connected gmail will reflect in the Connected Gmail Accounts section
- Check Subscription message for the current sync status

![connected_gmail_accounts](https://assets.pages.chakrahq.com/media/connected_gmail_accounts.png)

---

## Setup Gmail via OAuth

You can use Your own OAuth to connect your gmail account. Please follow the steps below.

### Setup Google Cloud Project

- Sign in to the [Google Cloud Console](https://console.cloud.google.com/)
- Create a new project by name "ChakraHQ Gmail Connect" and select the same
- Open the left nav bar from top-left icon and Select "APIs & Services"

![Select APIs & Services](https://static-data.chakrahq.com/documentation-assets/sales/email/custom-oauth-setup-1.png)

- Click Enable APIs & Services

![Enable APIs & Services](https://static-data.chakrahq.com/documentation-assets/sales/email/custom-oauth-setup-2.png)

- Search for and select "Gmail API", Click Enable

![Gmail API](https://static-data.chakrahq.com/documentation-assets/sales/email/custom-oauth-setup-3.png)

- Go back & Click Enable APIs & Services again
- Search for and select "Cloud Pub/Sub API", Click Enable

![Cloud Pub/Sub API](https://static-data.chakrahq.com/documentation-assets/sales/email/custom-oauth-setup-4.png)

- Search for and select "Google People API", Click Enable

### Set up OAuth consent screen

- Go back to home screen of "APIs & Services"
- Open the left nav bar from top-left icon and click "OAuth Consent Screen"

![OAuth Consent Screen](https://static-data.chakrahq.com/documentation-assets/sales/email/custom-oauth-setup-5.png)

- Click "Get Started" from the overview screen

![Get Started](https://static-data.chakrahq.com/documentation-assets/sales/email/custom-oauth-setup-6.png)

- Under Project configuration > App Information
- Enter App Name as "Your BusinessName Gmail Connect"
- Select/Add a User support email
- Click Next

![OAuth App Information](https://static-data.chakrahq.com/documentation-assets/sales/email/custom-oauth-setup-7.png)

- Under Audience
- Select Internal
- Click Next

![Audience Selection](https://static-data.chakrahq.com/documentation-assets/sales/email/custom-oauth-setup-8.png)

- Under Contact Information
- add a contact email address(es)
- Click Next

![Contact Information](https://static-data.chakrahq.com/documentation-assets/sales/email/custom-oauth-setup-9.png)

- Under Finish
- Click and check the Google API Services data policy
- Check "I agree to the Google API Services data policy"
- Click CONTINUE
- Review all information and click "CREATE"

### Create OAuth Client

- Select "Clients" from the left navigation bar

![Clients](https://static-data.chakrahq.com/documentation-assets/sales/email/custom-oauth-setup-10.png)

- Click "Create Client"

![Clients](https://static-data.chakrahq.com/documentation-assets/sales/email/custom-oauth-setup-11.png)

- Select "Web Application" under "Application Type"

![Clients](https://static-data.chakrahq.com/documentation-assets/sales/email/custom-oauth-setup-12.png)

- Name the app "ChakraHQ"
- Under "Authorised JavaScript origins"
- Click "Add URI
- Enter the url - "[https://app.chakrahq.com](https://app.chakrahq.com)" without quotes
- Under "Authorized redirect URIs"
- Click "Add URI"
- Enter the url - "[http://api.chakrahq.com/auth/google-custom/callback](http://api.chakrahq.com/auth/google-custom/callback)" without quotes
- Click "CREATE"
- you should see the newly created client listed under "OAuth 2.0 Client IDs"
- Click the newly created client to show its details page

### Configure Pub/Sub Topic

- Search for Pub/Sub in the top search bar and select the same

![Pub/Sub](https://static-data.chakrahq.com/documentation-assets/sales/email/custom-oauth-setup-13.png)

- Click "Create Topic" from the top bar

![Create Topic](https://static-data.chakrahq.com/documentation-assets/sales/email/custom-oauth-setup-14.png)

- Under Topic Id enter "gmail-listener" without quotes

![Topic Configuration](https://static-data.chakrahq.com/documentation-assets/sales/email/custom-oauth-setup-15.png)

- You will be redirected to the topic page
- Here click "Create Subscription" under Subscriptions
- Under Subscription ID, enter "gmail-webhook" without quotes

![Topic Name](https://static-data.chakrahq.com/documentation-assets/sales/email/custom-oauth-setup-16.png)

- Under Delivery Type, select "Push"
- Under Endpoint Url, enter "[https://api.chakrahq.com/v1/ext/external-email-account/custom-gmail-events](https://api.chakrahq.com/v1/ext/external-email-account/custom-gmail-events)" without quotes

![Delivery](https://static-data.chakrahq.com/documentation-assets/sales/email/custom-oauth-setup-17.png)

- Under Retry Policy, Select "Retry after exponential backoff delay"

![Retry Policy](https://static-data.chakrahq.com/documentation-assets/sales/email/custom-oauth-setup-18.png)

- Click "Create"
- Now you need to provide permisssions to Gmail to this topic
- Click "Topics" from the left hand nav
- Click the "gmail-listener" topic to go its details page
- On the right sidebar, locate the "PERMISSIONS" tab
- Click "Add Principal"

![Add Principal](https://static-data.chakrahq.com/documentation-assets/sales/email/custom-oauth-setup-18.png)

- This will open a principal creation drawer
- Under "New Principals" enter the address - "[gmail-api-push@system.gserviceaccount.com](mailto%252525252525252525252525255C%252525252525252525252525253Agmail-api-push%2525252525252525252525252540system.gserviceaccount.com)" without quotes
- Under role, search for "publisher" and select "Pub/Sub Publisher"

![Publish Permissions](https://static-data.chakrahq.com/documentation-assets/sales/email/custom-oauth-setup-19.png)

- Click "Save" to save these permissions

### Setup Custom OAuth in Chakra

- Go to app.chakrahq.com and login if not logged in.
- Ensure you have admin privileges
- Go to [Admin > Email Inboxes](https://app.chakrahq.com/admin/email-inboxes)
- Click "Connect Gmail" from the top right corner
- Toggle the switch named "Use Custom OAuth?"

![Chakra Config](https://static-data.chakrahq.com/documentation-assets/sales/email/custom-oauth-setup-chakra-1.png)

- Now enter the required information
- "clientId"
    - You can obtain this information from the OAuth client page created in the earlier step
- "clientSecret"
    - You can obtain this information from the OAuth client page created in the earlier step
- "Project ID"
    - Go to [Google Cloud Home](https://console.cloud.google.com/home/dashboard)
    - Select the project created in the earlier steps
    - You should see the project details as shown in the screenshot below
    - Copy the "Project ID" value
  ![GCP Project details](https://static-data.chakrahq.com/documentation-assets/sales/email/custom-oauth-setup-chakra-2.png)
- On Chakra Gmail OAuth Configuration page
- Click "Save"
- Refresh the webpage
- Click "Connect GMail"
- Click the "Sign in with google" button now
- Complete the connection steps

---

URL: https://chakrahq.com/help/sales/workflow-automation/lifecycle-rule.md.md

# **Lifecycle Rules Overview**

Lifecycle rules are the easiest way to add automation to your solution. 

Lifecycle rules have 2 parts

-  Lifecycle Events
- Lifecycle Actions.

**Lifecycle Events:** They are generated every time any change occurs in the system. For example when you update a lead - a lead being a process - an event called `process:update:post` is generated carrying the details of the change.

**Lifecycle Actions**: Rules to execute automatic lifecycle actions based on lifecycle events. For example we can say whenever a lead is updated send a notification to the lead assignee. Here `send-notification` is the lifecycle action we want to execute.

To summarise, the following is a **lifecycle rule**

\`When a lead is updated, send a notification to the assignee \`

- **Lifecycle Event** -> When lead is updated
- **Lifecycle Action** -> Send a notification to the assignee

### Event Conditions

More often than not we would want to add some conditions to figure out when we want to run a rule. Continuing the previous example - it would be far more useful to notify a lead assignee when important updates happen to the lead. For example

`When a lead's state changes to converted, send an email to the assignee`

Here we added an extra condition called "when the lead's state changes to converted" - These extra conditions / criteria are implemented via event conditions that we can add to any rule. Conditions follow standard rule engine grammar

### Action Definition

Action definition is where we configure the exact parameters needed to run an action. For example here

`When a lead's state changes to converted, send an email to the assignee`

we would want to define what goes into the email as

```json
{
  "emailSubject": "{{process.data.lead_id}} has been conveerted",
  "emailBody": "Hi {{user.firstName}}, congratulations your lead {{process.data.lead_id}} is now converted."
}

```

Here we are able to exactly configure what the action is going to be in the context of the event which in this case is a lead update. In the action definition you will be able to access all data pertaining to the update like process details, user details, etc...

### Tagging

Lifecycle rules should be tagged against a relevant meta entity like lead, record or Task.

### Sync/Async

Rules can be processed in sync or async manner with the event. Ordering currently is not guaranteed for async rules.

### Populate

It may be required to populate the original event for extra info. The main concerns around populating are

- latency - too many populates = too many data fetches = slower rules
- more complex rules

Currently populate is done at 3 levels

- process-event
- all task events get populated with `populatedTask`
- process-action
- all events with the correct populatePath definition gets populated in-situ - original event object gets mutated
- action implementation
- individual actions themselves also populate data usually into a key called `_meta`

### List of events

- api-check\\:post
- booking\\:update\\:post
- call\\:create\\:post
- call\\:create\\:pre
- call\\:update\\:post
- email\\:received\\:post
- form-response\\:create\\:post
- process\\:allocate\\:post
- process\\:create\\:post
- process\\:create\\:pre
- process\\:state-change\\:post
- process\\:update\\:post
- process\\:update\\:pre
- record\\:create\\:post
- record\\:update\\:post
- task\\:create\\:post
- task\\:create\\:pre
- task\\:update\\:post
- task\\:update\\:pre
- upload-job\\:complete\\:post
- user\\:login\\:post
- user\\:logout\\:post
- webhook\\:inbound\\:post

### List Of Actions

- process\\:start
- record\\:create
- record-process\\:create
- process\\:complete
- process\\:update
- process\\:bulk-update
- process\\:find-one-and-update
- task\\:create-from-statetask
- task\\:allocate
- task\\:bulk-update
- record\\:find-and-update
- script\\:run
- task\\:webhook-task-external
- process\\:webhook-process-external
- call\\:webhook-call-external
- task\\:webhook
- process\\:bulk-find-and-complete
- process\\:update-using-rule
- process\\:modify-query
- external-api\\:call
- call\\:link-record-and-process
- notify\\:email
- notify\\:sms
- notification\\:create
- external-data-store\\:push

---

URL: https://chakrahq.com/help/sales/data-ingestion/facebook-lead-plugin.md.md

**How to Setup Facebook/Instagram ad leads?**

Data from Facebook/Instagram ad lead forms can be ingested on Chakra using the Facebook Leads plugin. The integration works in realtime, so whenever a form is filled in a Meta ad form, a new lead will be created on Chakra.

#### Create Facebook Lead Plugin

The plugin can be created by following these steps:

- Go to [`Admin -> Plugins`](https://app.chakrahq.com/admin/plugins).

![Meta_ad_lead_capture_plugin](https://assets.pages.chakrahq.com/media/Meta_ad_lead_capture_plugin.png)

- Click on `⊕Add Plugin` and search for `Facebook Leads` plugin.
- Click on the `Facebook Leads` box.
- In the popup that opens, provide the `Plugin Name` and click `Submit`.

![add_facebook_plugin](https://assets.pages.chakrahq.com/media/add_facebook_plugin.gif)

#### Grant Facebook Permissions

After creating the plugin, we need to grant the permissions on facebook in order to create the lead on Chakra directly through Facebook. That can be done by:

- After the plugin is created, the plugin details page opens up.
- Click on `Continue with Facebook` button

![Meta_lead_ad_continue_facebook](https://assets.pages.chakrahq.com/media/Meta_lead_ad_continue_facebook.png)

- In the Permission popup window, select the Facebook page you want to link & click `Continue`
- Choose the Page Access type
    - **Opt in to all current and future Pages:** This will give ChakraHQ Connect access to your current Pages, in addition to any Pages that you create in the future.
    - **Opt in to current Pages only**: This will only give ChakraHQ Connect access to the Pages you select.

![pages_connect_meta_ad_lead](https://assets.pages.chakrahq.com/media/pages_connect_meta_ad_lead.png)

- Choose the Business to Connect
    - **Opt in to all current and future Businesses**: This will give ChakraHQ Connect access to your current Businesses, in addition to any Businesses that you create in the future.
    - **Opt in to current Businesses only**: This will only give ChakraHQ Connect access to the Businesses you select.

![choose_business_current_all](https://assets.pages.chakrahq.com/media/choose_business_current_all.png)

- Review Meta Permissions. Click Saved

![Reveiew_meta_permissions](https://assets.pages.chakrahq.com/media/Reveiew_meta_permissions.png)

- Wait for the linked pages to get listed.
- Enable Pages: Select the checkbox against the page you want Chakra to subscribe leads for

![select_page_fetch_leads](https://assets.pages.chakrahq.com/media/select_page_fetch_leads.png)

#### Configure Lead Mapping

To handle the behaviour of the lead on Chakra from Facebook , below steps needs to be followed:

- Click on `Add Another`
- Add `Order as 1`
- Select pages: <<Your Page>>
- Select `Action` as `Create Process`
- Select `Procedure as Lead`. Here Lead is the name of the procedure where you want the Facebook leads to be created

![onfigure_rules_inbound_leads](https://assets.pages.chakrahq.com/media/onfigure_rules_inbound_leads.png)

- Select `State as NEW`
- `Facebook Field Mappings` - Here you need to map the fields which are there in your facebook to that on Chakra. For Eg: `Email <> Email` : Here first Email is the Facebook attribute and the second the attribute on Chakra `Full Name <> Customer Name` : Here Full Name is the Facebook attribute and Customer Name the attribute on Chakra
- Set Plugin as `Active` by using toggle option and click on `Save`

#### Create Test Lead

Below are the steps to create a test lead on through the plugin:

- Click on `Open Lead Ads Testing Tool` button, a New Tab will get opened
- Select the `Product` and the `Form`
- Click on `Preview form` in the Form section

![test_meta_ad_lead](https://assets.pages.chakrahq.com/media/test_meta_ad_lead.png)

- Fill in the `Lead form` values. It should have `Email & Full Name` since we configured those in the earlier step.
- Click `Continue` then click `Submit`.
- Click `Cancel` and then click on `Track Status`

![preview_meta_ad_lead_form](https://assets.pages.chakrahq.com/media/preview_meta_ad_lead_form.png)

#### Validate Test lead

To validate the test lead:

1. Go back to the Chakra Dashboard in the `Lead` tab
2. You should see the newly created test lead in the `Lead List`
3. You can go to L`Lead Details Page` (By clicking on the link in lead id) to see more details.

---

URL: https://chakrahq.com/help/sales/campaign/create-workflow-bcampaign.md.md

**Overview**

Workflow campaigns are automated, multi-step campaign sequences triggered by specific user actions or behaviours, rather than just one-time manual sends. Chakra Workflow campaigns enable your to do varied set of workflow campaigns

- **Drip Campaigns** 
    - Lead Nurturing
    - Welcome & Onboarding
    - engagement
- **Conditional Campaigns**
    - Event-based Triggers
    - Conditions based channel switch
- **Multi-Channel Campaigns**
    - Email, WhatsApp, SMS

### Create Workflow Campaigns

**Add a Workflow Campaign** 

- Go to Campaigns tab
- Click `+ Create Campaign`
    - Add a Campaign Name
    - Choose the Campaign Type
        - WhatsApp Broadcast Campaign
        - Broadcast Campaign (Legacy)
        - **`Workflow Campaign`**
- Click on `Create`

#### **Configure Workflow Campaign**

Access the create campaign from the Campaign list. A builder open up to configure the campaigns steps.

- Click the `⊕` button *(between Start and Stop bubbles)*
- Add the Campaign Steps (among the follow)
    - Send Email *(to send an email)*
    - Send WhatsApp Message *(to send a WhatsApp message)*
    - Send SMS *(To send an SMS)*
    - Take Action ()
        - Send Message
        - Notify Users
        - Add To Campaign
        - Remove From Campaign
        - Update Process
        - Create Task
    - Update Lead
    - Create Task
    - Loop
- Add other campaign steps by using the `⊕` button at relevant nodes

![workflow_campaign_builder](https://assets.pages.chakrahq.com/media/workflow_campaign_builder.png)

#### Configure Campaign Steps

Each added step of in the campaign builders needs to be configured separately

- Click on the Campaign Step
- Configure the Campaign `Step Details` in the right side drawer
- For Send Message/Email/SMS
    - Step `Name`
    - `To` Field (Recipient contact) in Chakra Leads
    - `Plugin` selection
    - `Template` selection
    - Template Subject *(pre-populated if available on template selection)*
    - `When` (Campaign Step Trigger Time)
    - Enable `Business Hour` Settings

![email_campaign_step](https://assets.pages.chakrahq.com/media/email_camapign_step.png)

![email_campaign_step_2](https://assets.pages.chakrahq.com/media/email_campaign_step_2.png)

Likewise configure the campaign step setting for other type of nodes.

### How to add existing leads to campaign

You can add existing leads to a campaign as follows

- Go to `Leads` tab
- Select the Leads to add to the campaign
- Click the `✎` action button *(from right top of lead list)*
- Click `Add To Campaign`
    - Choose Campaign from the dropdown popup
    - Click Add

![Add Leads To Campaign](https://static-data.chakrahq.com/documentation-assets/campaigns/add-leads-to-campaign-hd.gif)

---

URL: https://chakrahq.com/help/sales/workflow-automation/trigger-webhook-on-lead-creation.md.md

**Overview**

In this guide we will explain how to trigger a webhook when a lead is created. To do this we need to create a Lifecycle Rule to be trigged on Lead creation and execute a "`Push to webhook" action`.

### Create an external API

An external API configuration describes how to call your own webhook. Follow the steps below

- Navigate to [Admin > External APIs](https://app.chakrahq.com/admin/externalapis)
- Click `⊕ New External API`

![Add_External_API](https://assets.pages.chakrahq.com/media/Add_External_API.png)

- Provide your `API url` and  confgure other details like:
    - Configure http method
    - Authentication headers
- Update the API Name 
- Click `Save` to save this API

![push_webhook_external_api](https://assets.pages.chakrahq.com/media/push_webhook_external_api.gif)

### Create a Lifecycle Rule

- Navigate to `Admin > Lead > Lifecycle Rules`
- Click `Post Creation` sub tab
    - Click the `Add` button
- In New Lifecycle modal 
    - Add a `name` for the rule like "push lead to webhook"
    -  Click "`Add`" again
- In Rule builder page
    - **Triggering Event Node**: `Lead Creation` by default 
        - Edit the node to add additional conditions
    - **Take Action Node**: 
        - Click  `+ Add Action` button 
        - Click on `Do`  
    - In drawer, select "`Push to webhook`" and click "`Save`"
- **Webhook Configuration drawer**
    - Select `PROCEDURE` under Object Type 
    - `Lead` under "procedure"
    - Select the external api from under the External API section. 
        - Create a new one if not already creatd
    - Click `Save` to save the webhook config
    - Click `Save` again to save the Lifecycle Rule
- Make the Lifecycle Rule `Active`

![](https://static-data.chakrahq.com/documentation-assets/sales/automation/push-to-webhook-on-lead-creation.gif)

---

URL: https://chakrahq.com/help/sales/data-ingestion/google-leads.md.md

**How to setup the plugin for Google ad leads?**

Data from Google can be ingested on Chakra using the Google Leads plugin. The integration works in realtime, so whenever a form is filled on the Google lead form, a new entry will be created on Chakra.

## Chakra Setup

#### Create Google Leads Plugin

The plugin can be created by following these steps:

- Go to [`Admin --> Plugins`](https://app.chakrahq.com/admin/plugins).
- Click on `Add Plugin` and search for `Google` plugin.
- Click on the `Google Lead` box.
- In the popup that opens, provide the `Plugin Name` and click `Submit`.

![add_google_leads_plugin](https://assets.pages.chakrahq.com/media/add_google_leads_plugin.gif)

- After the plugin is created, the plugin details page opens up. It has the `Webhook URL` and `Webhook Key`. Copy this Webhook URL and the Webhook Key, we will need it when we are configuring the webhooks in google.

![google_leads_plugin](https://assets.pages.chakrahq.com/media/google_leads_plugin.png)

#### Map Fields

We need to define how the lead should get created on Chakra. For this, we need to select the procedure and the correct attribute mapping. Follow these steps for this:

- Go to [`Admin --> Plugins`](https://app.chakrahq.com/admin/plugins).
- Select the `Google Leads` plugin which was created
- Under `Chakra Configuration` section click on `Add Another` and then open the Inbound Lead Rule
- Add the Order as `1`, in `Action` select `Create Process` and under `Procedure` select the procedure for which you want to create the leads
- Under the `State` section select the default state
- In `Google Field Mapping` section, map the google form attributes to chakra attributes. You can add any added custom fields under Mapping for Custom Fields in Google Lead Forms

![google_inbound_lead_configuration](https://assets.pages.chakrahq.com/media/google_inbound_lead_configuration.png)

#### Make Plugin Active

Everything is set up now, to start getting the leads on Chakra, mark the plugin as active.

![active_google_leads_plugin](https://assets.pages.chakrahq.com/media/active_google_leads_plugin.png)

## Google Setup

Final Step. Please follow the link : [Set up a webhook integration for a lead form](https://support.google.com/google-ads/answer/9423234?visit_id=638157590299326576-3143044956\&rd=1#zippy=%2Chow-to-add-a-webhook-integration-to-a-new-lead-form-asset) to configure the google lead form changes.

---

URL: https://chakrahq.com/help/sales/core-crm-features.md.md

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---

URL: https://chakrahq.com/help/sales/integrated-communication-channels.md.md

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---

URL: https://chakrahq.com/help/sales/data-ingestion/landing-page-integration.md.md

**Add Website Form Lead in Chakra**

You can integrate any your landing page or lead forms with Chakra through the `Landing Page Form` plugin. Follow the steps below to enable this integration

#### Add `Landing Page Form` plugin

- Go to plugins list [Admin > Plugins](https://app.chakrahq.com/admin/plugins)
- Click `⊕ Add Plugin` button
- Search for `Landing Page Form` plugin. Click on the plugin.
- A modal opens up. Add a name for the plugin
- Click `Add` button to create this new plugin
- You will be redirected the Landing Page Plugin configuration 

![create_landing_page_plugin](https://assets.pages.chakrahq.com/media/create_landing_page_plugin.gif)

#### Webhook details

- On the configuration page of the plugin, the first thing you will find is the webhook url that you need to use in your landing page
- You can use this webhook urls: POST endpoint for your form or you can call this api using `fetch` or ajax request from your JS code. Remember to pass a json payload of key value pairs containing the relevant information. 
Eg sample payload:

```json
{
   "name": "John",
   "phone_number": "+911122332211",
   "email_address": "john@example.com",
   "enquiry": "Can i get a quotation for my request"
}
```

Eg: using a  fetch request

```js
fetch("<webhook_url>", {
 method: "POST",
 body: JSON.stringify({ "name": "John" })
})
```

#### Configure lead creation

- On the configuration page, locate `📋Chakra Configuration` section
- Select `Lead` in Where should the new entry be created?
- A field mapping section should show up. This will allow us to map the incoming events to a lead
- **Form Field Mapping**
    - Click the `Add Another` button to add a new mapping
    - Left column: Add JSON payload from API request
    - Right column: Choose the Chakra lead attribute
    - Note: Multiple forms, pages can be configured using the same plugin
    - Map all matching payloads using this Form Field Mapping 
- **Unmapped Fields Mapping**
    -  Some filed may be unmapped in the plugin configuration. To capture all information, configure the `Combine all remaining Form fields into this Procedure attribute` section.

![landing_page_plugin_configuration](https://assets.pages.chakrahq.com/media/landing_page_plugin_configuration.png)

#### Save & Active

- Click the `Save` button on the top right corner.
- Make Plugin `Active`

![Landing_page_plugin_active_save](https://assets.pages.chakrahq.com/media/Landing_page_plugin_active_save.png)

#### Logs

You can debug the integration by looking at logs of the plugin. to access logs, click "Show Logs" button from the top of the plugin page. This interface will show all events received by this plugin and its resulting lead creation

---

URL: https://chakrahq.com/help/sales/workflow-automation.md.md

# Automations in Chakra

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---

URL: https://chakrahq.com/help/sales/data-ingestion/unbounce-integration.md.md

**How to setup the plugin for Unbounce Forms?**

Data from Unbounce forms can be ingested on Chakra using the `Unbounce plugin`. The integration works in realtime, so whenever a form is filled on the Unbounce landing page, a new lead will be created on Chakra.

#### Add Unbounce Integration Plugin

The plugin can be created by following these steps:

1. Go to [`Admin --> Plugins](https://app.chakrahq.com/admin/plugins).`
2. Click on `Add Plugin` and search for `Unbounce` Integation plugin.
3. Click on the `Unbounce` box.
4. In the popup that opens, provide the `Plugin Name` and click `Submit`.

![unbounce\_1.gif](https://static-data.chakrahq.com/documentation-assets/sales/data-ingestion/unbounce_1.gif)

1. After the plugin is created, the plugin details page opens up. It has the `Webhook URL`. Copy this Webhook URL, we will need it when we are configuring the Unbounce app.

![unbounce\_2.png](https://static-data.chakrahq.com/documentation-assets/sales/data-ingestion/unbounce_2.png)

#### Configure Webhook in Unbounce

We need to add the copied Chakra Webhook URL to the Unbounce app. Follow these steps to add the Webhook URL:

1. Login to Unbounce app.
2. Go to `Pages` and select the page which you want to integrate with Chakra.
3. Go to the `Integrations` section and then select `Webhooks`.
4. Click on `Add WebHook`

![unbounce\_3.gif](https://static-data.chakrahq.com/documentation-assets/sales/data-ingestion/unbounce_3.gif)

1. In the `Add a Webhook` popup that opens up, fill these values: a. *Choose a URL to POST form data to*: Enter the Chakra Webhook URL copied that was copied in Part 1. ![unbounce\_4.png](https://static-data.chakrahq.com/documentation-assets/sales/data-ingestion/unbounce_4.png)

   b. *Map Fields*: This is optional and can be left as is.

2. Click Save Changes

The Chakra Webhook URL has now been added to the page on Unbounce.

#### Unbounce Field Mapping

We need to define how the lead should get created on Chakra. For this, we need to select the procedure and the correct attribute mapping. Follow these steps for this:

- Go to Admin --> [Plugins](https://app.chakrahq.com/admin/plugins).
- Select the `Unbounce Integration` plugin which was created in Part 1.
- Under `Chakra Configuration` section select the `Procedure` in which the lead should be created.
- Under `Unbounce Field Mapping` section add the field mappings between Unbounce fields and Chakra procedure attributes.
- Click `Save Changes`.

![unbounce\_6.gif](https://static-data.chakrahq.com/documentation-assets/sales/data-ingestion/unbounce_6.gif)

## Save & Active

Everything is set up now, to start getting the leads on Chakra, mark the plugin as active.

![unbounce\_7.png](https://static-data.chakrahq.com/documentation-assets/sales/data-ingestion/unbounce_7.png)

---

URL: https://chakrahq.com/help/sales/campaign.md.md

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---

URL: https://chakrahq.com/help/sales/data-ingestion/app-lead-creation.md.md

# How to capture a lead from Chakra Mobile app?

Lead can be created manually through the app also. This can be done by:

- Go to `Leads` page of the mobile app

![click_add_lead_button](https://assets.pages.chakrahq.com/media/click_add_lead_button_.png)

- Click on 3 vertical dots on the right of the leads page and click `Create New Lead`

![Create_New_Lead_Mobile_app](https://assets.pages.chakrahq.com/media/Create_New_Lead_Mobile_app.jpeg)

- Enter the required details and submit the form

![mobile_app_lead_form](https://assets.pages.chakrahq.com/media/mobile_app_lead_form.jpeg)

---

URL: https://chakrahq.com/help/sales/data-ingestion/using-rest-apis.md.md

**Overview**

Create leads using REST APIs. Refer to the Chakra API Documentation [API Docs](https://apidocs.chakrahq.com/api-11530135)

#### **Create Leads**

##### Create a single Lead 

Refer to the [Create Process API](https://apidocs.chakrahq.com/api-11530135)

> `curl --location --request POST 'https://api.chakrahq.com/v1/ext/procedure/lead/process' \`
> `--header 'Authorization: Bearer <token>' \`
> `--header 'Content-Type: application/json' \`
> `--data-raw '{`
>   `"data": {`
>     `"firstname": "Ted",`
>     `"lastname": "Mosby",`
>     `"score": 5`
>   `},`
>   `"record": {`
>     `"data": {`
>       `"phone_number": "7701214822",`
>       `"email": "ted.mosby@yahoo.com"`
>     `}`
>   `},`
>   `"status": "COMPLETED",`
>   `"state": "CONVERTED",`
>   `"nextActionAt": 1618558867539,`
>   `"assignedTo": "john@paisapay.com"`
> `}'`

##### Create Leads in Bulk 

Refer to the [Bulk Create Process API](https://apidocs.chakrahq.com/api-11531004)

> `curl --location --request POST 'https://api.chakrahq.com/v1/ext/procedure/lead/process/bulk-create' \`
> `--header 'Authorization: Bearer <token>' \`
> `--header 'Content-Type: application/json' \`
> `--data-raw '[`
> `	{`
> `		"lead_id": "EXT-TEST-143",`
> `		"data": {`
> `			"score": "105"`
> `		}`
> `	},`
> `	{`
> `		"lead_id": "EXT-TEST-164",`
> `		"data": {`
> `			"city": "Goa"`
> `		},`
> `		"state": "IN_PROGRESS"`
> `	}`
> `]'`

Note: Use `lead` as the `procedureShortId` mentioned in all of the APIs above.

---

URL: https://chakrahq.com/help/sales/api-webhooks-developer-tools.md.md

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---

URL: https://chakrahq.com/help/sales/mobile-app-crm.md.md

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---

URL: https://chakrahq.com/help/sales/ai-settings.md.md

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---

URL: https://chakrahq.com/help/sales/miscellaneous-features.md.md

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---

URL: https://chakrahq.com/help/sales/integrated-communication-channels/email-integration-setup/how-to-setup-aws-ses.md.md

## AWS SES Perquisites Steps

Prior to setting up your account, you will need to complete the following prerequisites:

- [Create an AWS account](https://docs.aws.amazon.com/accounts/latest/reference/manage-acct-creating.html)
- [Create & Verify AWS SES domain](https://docs.aws.amazon.com/ses/latest/dg/creating-identities.html)
- Move your SES account from sandbox to production mode
- [Create an IAM user with SES access (steps 1-7)](https://www.formget.com/amazon-ses-iam/)

## Setup SES Account

**1. Login into SES account**

Login to your AWS SES account and start onboarding.

**2. Add a SES Email Plugin**

- Click on the `Add SES Plugin` button 
- Add a new SES plugin 

This enabled you to configure the SES account in Chakra.

## **Configure SES Plugin (Chakra)**

- Access SES plugin in Admin -> Plugin -> "SES Plugin"
- Add `Access Key ID`, `Secret Access Key`, `SES region` and `From Address (email)`. 
- The from email address should be of the same domain as verified in SES. *So if your verified domain is example.com - your from email address can be any of [john@example.com](mailto%252525252525252525252525255C%252525252525252525252525253Ajohn%2525252525252525252525252540example.com), [sales@example.com](mailto%252525252525252525252525255C%252525252525252525252525253Asales%2525252525252525252525252540example.com), etc...*
- Click Add when done.

![chakra_aws_SES_plugin_configuration](https://assets.pages.chakrahq.com/media/chakra_aws_SES_plugin_configuration.png)

## Verify SES Email 

**1. Navigate to SES Plugin**

- Click `Admin` on the left-side navbar
- Search `Plugin` and click on plugin 

![access_chakra_aws_ses_plugin](https://assets.pages.chakrahq.com/media/access_chakra_aws_ses_plugin.gif)

**2. Test SES Plugin**

- Add `email address` in "Send Test Mail" section input box
- Click `Send`. 
- A test email should be delivered

![test_ses_email_chakra](https://assets.pages.chakrahq.com/media/test_ses_email_chakra.png)

---

URL: https://chakrahq.com/help/sales/reports.md.md

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---

URL: https://chakrahq.com/help/sales/privacy-security.md.md

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---

URL: https://chakrahq.com/help/sales/all-admin-settings.md.md

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---

URL: https://chakrahq.com/help/platform/data-model/attributes/multi-string-enum.md.md

MultiStringEnum attribute allows you to select multiple enum options. The options are stored as an array internally.

![Sample](https://static-data.chakrahq.com/documentation-assets/attributes/multiStringEnumDemo.gif)

Internal data Representation of a sample multiStringEnum attribute

```json
{
  "cities": [
    {
      "id": "7966d0e7-0291-4c67-b149-6e31302cd741",
      "value": "Bangalore"
    },
    {
      "id": "993dce6f-2bbd-42fb-b804-e2525985583a",
      "value": "Hyderabad"
    },
    {
      "id": "43e0af16-60f5-4f78-9ac6-2646b7dfc8ba",
      "value": "Pune"
    }
  ]
}
```

You can also pass a list of option values for this attribute like follows:

```json
{
  "cities": [
    "Bangalore",
    "Hyderabad",
    "Pune"
  ]
}
```

---

URL: https://chakrahq.com/help/platform/features/chakra-ticketing/raise-a-ticket.md.md

# 📝Raising a Support Ticket in Chakra

Got an issue, idea, or request?   With Chakra, raising a support ticket is quick and simple, so you can get help or share feedback in no time.

---

## 🚀 How to Raise a Ticket

1. Open the **Chakra** application and head to **Help & Support**.
2. Click **"Raise a Ticket"** to start.  
3. In the **Title** field, give a short, clear summary of your issue or request.  
4. In the **"Describe your issue below"** box, explain what’s going on in detail.  
5. You can attach images by clicking the **`+`** icon.  
6. Click **"Create"** to submit your ticket

[![Raise A Ticket](https://static-data.chakrahq.com/assets/images/platform/support-ticket/raise_a_ticket_help.gif)](https://static-data.chakrahq.com/assets/images/platform/support-ticket/raise\_a\_ticket\_help.gif)

---

## 💡 Tips for a Great Ticket

- Keep your **title short and clear** so we know exactly what it’s about.  
- In the description, include **error messages, steps to reproduce, and screenshots** (if available).  
- The more details you provide, the faster we can help!

---

URL: https://chakrahq.com/help/platform/features/sso/adfs.md.md

This document describes how to configure Single Sign-on when Active Directory Federated System (ADFS) is your identity provider.

In this document, you’ll learn how to integrate Chakra with ADFS. When you integrate Chakra with ADFS, you can:

- Control in ADFS who has access to Chakra.
- Enable your users to be automatically signed-in to Chakra  with their ADFS accounts.
- Manage your accounts in one central location - the ADFS portal.

## Prerequisites

To set-up and use ADFS and Chakra Single Sign-on (SSO) feature:

- An ADFS Server access.
- You need to have administrator access to your organization’s ADFS Server.
- You need to have administrator access on Chakra.

## Actions to be done on Chakra

1. Go to Admin → SSO & Authentication
2. Add the ADFS provider from “Add Provider”
3. Go to the ADFS Provider details page and copy the values for “SP ACS URL” and “SP Entity ID”. These values will be used in steps 8 & 9 below - “Actions to be performed on ADFS Server” ![Chakra Config 1](https://static-data.chakrahq.com/documentation-assets/sso/adfs/chakra-adfs-config-1.png)
4. Add the ADFS Sign-in URL and ADFS Sign-out URL ![Chakra Config 2](https://static-data.chakrahq.com/documentation-assets/sso/adfs/chakra-adfs-config-2.png)
5. ASFS Public X509 Certificate which you will get in the Step 8 of ADFS Certificate Thumbprint ![Chakra Config 3](https://static-data.chakrahq.com/documentation-assets/sso/adfs/chakra-adfs-config-3.png)

## Actions to be done on ADFS Server

### Add Relying Party Trust

1. Open the Server Manager ![ADFS Server Config 1](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-server-step-1.png)
2. Open the ADFS Management console (Tools > ADFS Management) ![ADFS Server Config 2](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-server-step-2.png)
3. Under the Actions pane, click Add Relying Party Trust ![ADFS Server Config 3](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-server-step-3.png)
4. You’ll now see the welcome page of the Add Relying Party Trust Wizard. Click Start. ![ADFS Server Config 4](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-server-step-4.png)
5. Select the “Enter data about relying party manually” radio button, then click Next. ![ADFS Server Config 5](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-server-step-5.png)
6. Enter a “Display Name” of your choice, then click Next ![ADFS Server Config 6](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-server-step-6.png)
7. Leave the certificate settings here as their defaults and just click Next ![ADFS Server Config 7](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-server-step-7.png)
8. Select “Enable support for the SAML 2.0 WebSSO protocol”

> For “Relying party SAML2.0 SO service URL”, paste the value of “SP ACS URL” copied earlier.Click Next. ![ADFS Server Config 8](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-server-step-8.png)

9. For “Relying party trust identifier” paste the value of “SP Entity ID” copied earlier. Then click the “Add” button. ![ADFS Server Config 9](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-server-step-9.png)
10. Once you see the added entry in the list “Relying party trust identifiers:”, click Next ![ADFS Server Config 10](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-server-step-10.png)
11. Keep the default setting (Permit everyone) and click Next. ![ADFS Server Config 11](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-server-step-11.png)
12. The configurations are now complete. Click Next to continue. ![ADFS Server Config 12](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-server-step-12.png)
13. The relying party trust has now been added. Click Close to proceed to the Edit Claim Rules dialog. ![ADFS Server Config 13](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-server-step-13.png)
14. Click the Add Rule button. ![ADFS Server Config 14](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-server-step-14.png)
15. Click Next to create a Send LDAP Attributes as Claims rule. ![ADFS Server Config 15](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-server-step-15.png)
16. Enter a name for the claim rule, select the Attribute store as Active Directory (this is where the LDAP attributes will be extracted from), then map the LDAP attributes to the outgoing claim type as shown below. Click Finish when you’re done. ![ADFS Server Config 16](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-server-step-16.png)
17. Now click OK. ![ADFS Server Config 17](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-server-step-17.png)
18. Now navigate to ADFS Management>Relying Party Trusts, You can see all relying party trusts here. If required, you can edit claims by clicking Edit claim rules. You may also change identifiers by clicking Properties. ![ADFS Server Config 18](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-server-step-18.png)
19. Navigate to ADFS>Service>Endpoints, and ensure that the following endpoint is enabled /adfs/services/trust/13/usernamemixed ![ADFS Server Config 19](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-server-step-19.png)

### ADFS Certificate Thumbprint

1. Navigate to ADFS > Service > Certificates. ![ADFS Certificate Thumbprint 1](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-certificate-thumbprint-1.png)
2. Right-click the certificate under Token-signing, then click View Certificate ![ADFS Certificate Thumbprint 2](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-certificate-thumbprint-2.png)
3. From the Certificate dialog, switch to the Details tab and click Copy to File ![ADFS Certificate Thumbprint 3](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-certificate-thumbprint-3.png)
4. From the Certificate Export Wizard that opens, click Next ![ADFS Certificate Thumbprint 4](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-certificate-thumbprint-4.png)
5. Select Base-64 encoded X.509 (.CER) for the format and click Next ![ADFS Certificate Thumbprint 5](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-certificate-thumbprint-5.png)
6. From File name, specify the path to where the exported certificate should save along with its filename and click Next ![ADFS Certificate Thumbprint 6_1](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-certificate-thumbprint-6_1.png) ![ADFS Certificate Thumbprint 6_2](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-certificate-thumbprint-6_2.png) ![ADFS Certificate Thumbprint 6_3](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-certificate-thumbprint-6_3.png)
7. Review the settings for the exported certificate and click Finish ![ADFS Certificate Thumbprint 7](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-certificate-thumbprint-7.png)
8. Open the exported certificated file and copy the certificate key ![ADFS Certificate Thumbprint 8_1](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-certificate-thumbprint-8_1.png) ![ADFS Certificate Thumbprint 8_2](https://static-data.chakrahq.com/documentation-assets/sso/adfs/adfs-certificate-thumbprint-8_2.png)

---

URL: https://chakrahq.com/help/platform/basics/introduction.md.md

Getting started with Chakra is simple if you use one of our pre-published solutions like Chakra Sales or Chakra Chat. Alternatively you can build your on app on top of the chakra platform.

---

URL: https://chakrahq.com/help/platform/data-model/attribute.md.md

Chakra models are designed to be not only customizable but to conform to the data model of the business usecase. The most granular part of this data model is called an attribute. Think of it as a field in a database table or a column in an excel sheet. 

For example lets build a lead Data model with 3 fields name, city, phone\_number. Each of these fields are modeled as Attribute in the Chakra system. the `data` field of a lead object will contain key:value pairs as an json object - each pair representing a single attribute.

This kind of modeling has many advantages

### Bring your own data model

You can design processes in Chakra which conforms to your data model

### Complex data types

Apart from standard attribute types like string, number and boolean - you can also store complex json, nested attributes, api controlled attributes too.

### Efficient data storage and transmission

Complex systems over time can have hundreds and even thousands of attributes per model. This is not a problem as storage is only proportional to what data is being stored and not how many attributes you have.

## Attribute Types

Following are a list of attribute types that are supported right now

| name | datatype | description |
| --- | --- | --- |
| string | string |  |
| integer | integer |  |
| float | float |  |
| boolean | boolean |  |
| text | string |  |
| stringId | string | ID field of string datatype |
| integerId | integer | ID field of integer datatype |
| stringEnum | json | Enum field of string datatype |
| integerEnum | json | Enum field of integer datatype |
| floatEnum | json | Enum field of float datatype |
| multiStringEnum | json | Multi-value Enum field of string datatype |
| multiIntegerEnum | json | Multi-value Enum field of integer datatype |
| multiFloatEnum | json | Multi-value Enum field of float datatype |
| name | string | Used to store names |
| email | string | used to store emails |
| phone | string | Use this to store phone numbers |
| number | integer |  |
| decimal | float |  |
| date | integer |  |
| photo | string | Attribute to store photos |
| multiPhotos | string | Used to store a list of photos |
| audio | string | Used to store audio data |
| time | integer | Used to store just the time information |
| datetime | integer | Store entire datetime data in epoch milliseconds format |
| datetimeISO8601 | string | Used to store datetime in ISO format |
| monthOfYear | integer | Used to store month of a year as an integer |
| json | json | Used to store a json object |
| geolocation | json | Geolocation coordinates stored as [latitude, longitude] format |
| record | string | Used to store a record reference |
| recordCollection | json | Used to store a list of record references |
| process | string | Used to store a process reference |
| processCollection | json | Used to store a list of process references |
| task | json | Used to store a task reference |
| taskCollection | json | Used to store a list of task references |
| url | string | Used to store a url like https://chakrahq.com/ |
| username | string | Used to store the username of a chakra user |
| html | json | Used to store a html content reference |
| externalObject | json | Used to store an object obtained from an external data source |
| multiExternalObject | json | Used to store a list of object obtained from an external data source |
| googleAddress | json | Used to store an address obtained from a google address lookup |
| customObject | json | Used to store a json object with custom defined attributes |
| multiCustomObject | json | Used to store a list of json objects with custom defined attributes |
| textarea | string | Used to store text obtained from a textarea |
| user | string | Used to store reference to a chakra user |
| state | string | Used to store reference to a chakra state |
| otp | json | Used to store otp captured from the otp attribute |

---

URL: https://chakrahq.com/help/platform/features/chakra-script.md.md

Sometimes you will need to write actual code to handle a complex usecase which cannot be solved by the rule engine or provided feature. This can be achieved via Chakra Script.

### Runtime

ChakraScript runtime is NodeJS v14 - So you can write the code in common JavaScript. The code is sandboxed and timeouts are in place to prevent resource overuse. Certain helper libraries like `lodash` are also provided as common helpers

### Logs

Script executions are logged and can be viewed against a script execution. You can also test your script against data in previous executions to check your output

### console.log

Certain JS features are turned off like console.log. You can only use this during testing to test your script

---

URL: https://chakrahq.com/help/platform/integration/outbound-integration.md.md

# Introduction

Chakra allows you to listen to any kind of change in the system and read the same. The primary mechanism to do that is via webhooks. But before we dive into webhooks, a short note on the data model itself.

# Data Model

Depending on the solution that you are using you may be dealing with typical record objects like Customers and process objects like Leads, Tickets - Or you might have custom objects tailor made for your solution.

Following are the major types of data in Chakra's system:

1. Record
2. Process
3. Task

##### Relationship

A record is the most granular object that you can create. It has no state information. 

Objects that need state information need to be modeled as Processes. A process is **started** against and **completed** against a record. Process has both a state field to capture granular state and also an overall status which can be OPEN/COMPLETED/CANCELLED

Finally, tasks capture granular user interactions against a process or a record or both.

*Basic schema:*

```mermaid
classDiagram
  Process --> Record
  Task --> Process
  Task --> Record
  Process: +json data
  Process: +String status
  Process: +State state

  class Task{
    +json data
    +String status
  }
  class Record{
    +json data
  }
```

*Example implementation:*

```mermaid
classDiagram
  Lead --> Customer
  Call --> Lead
  Call --> Customer
  Lead: +json data
  Lead: +String status
  Lead: +State state

  class Call{
    +json data
    +String status
  }
  class Customer{
    +json data
  }
```

##### data

Each of the data objects can store data as a key value pair of attribute ids and values as follows

```ts
{
  "applicant_name": "Harish Test 674",
  "lead_id": "EXT-TEST-674",
  "utm_source": "google",
  "weight": "146",
  "existing_customer": true,
  "google_coordinates": [
    12.323333,
    27.188833
  ],
  "phone_number": "4400000091",
  "source_lead_id": "87",
  "otp_verified": "true",
  "city": 1,
  "loan_type": "fresh",
  "pincode": "561892",
  "loan_amount": 100000,
  "customer_id": "dWWWdU-00000969",
  "loan_start_time": "16 December,2019 11:00 AM"
}
```

The objects can have 0 to n attributes. meaning attributes need not be configured to create an object schema and new attribute can be added on the fly. This is helpful as the system makes no assumption about the inherent data being passed/stored in each of these objects.

More info can be found in the Data Model section

# Outbound Webhooks

The easiest way to pass data from Chakra to your system is via outbound web hooks. Webhooks can be configured for the lifecycle events of the Objects described above. You can send all the events to your API or you can send events that satisfy any specific conditions.

```mermaid
graph LR
A0(Chakra) -->A
A[event] -->D[External Api 1]
A -->C[Lifecycle Rule 2]
C --> E[External Api 2]
D-->F1(Your System)
E-->F1
```

##### event

Following are the events available for web hooks

1. Process
2. process:create
3. process:update
4. process:state-change
5. Task
6. task:create
7. task:update
8. Record
9. record:create
10. Record:update

##### Lifecycle Rule

Lifecycle rules allow you to listen to specific events happening in the system. For example in stead of listening to all lead updates you could listen to only those leads which are getting converted. 

The rule condition for this case would be `state: CONVERTED`  

Lifecycle rules are the standard rule engine for all automations on the platform. 

##### External API

As the name suggests these are external APIs that you can configure in the Chakra system. They can be linked to the webhook action of a lifecycle rule. This is what enables data to finally reach your systems. You need to defined the following for an External API:

1. Host
2. Path
3. Headers (including authorization headers)
4. Body (In case a of outbound webhooks it will be the entire event object itself)

---

URL: https://chakrahq.com/help/platform/concepts/sync-vs-async-api.md.md

Most of the APIs provided by Chakra are sync (synchronous) APIs. This means that upon receiving an API request, the request processing will be completed before a response is returned to the client. Simple examples being the [Update Process API](https://apidocs.chakrahq.com/api-11530500).

However in certain scenarios it is not possible to complete the processing before the API response is sent back. This might be because the time needed to process is significantly higher than our nominal API response time. Or it could be because the system needs to wait for some event that has not happened yet.

In either case, these set of Async(Asynchronous) APIs accept the request and push the same to our Background Job service and returns a reference to the same job. In these cases it is expected that the client check back at a later time to figure out the status of the background job.

[Bulk process update API](https://apidocs.chakrahq.com/api-11531082) is an example of such an asynchronous API.

# Sync API Characteristics

Unless otherwise mentioned Chakra APIs are synchronous. Synchronous APIs ensure consistency of execution when invoked synchronously. Example:

```ts
09:00:00.000
PUT /v1/ext/procedure/lead/process/lead_id/LEAD-001
{"score": 1}

09:00:01.000
PUT /v1/ext/procedure/lead/process/lead_id/LEAD-001
{"score": 2}

09:00:02.000
PUT /v1/ext/procedure/lead/process/lead_id/LEAD-001
{"score": 3}
```

In this example we update a particular process 3 times one after the other. Under these circumstances the final score of the lead will be 3. Which is expected as 3 was the last score update.

However, if we change the example and fire all the updates almost simultaneously without waiting for preceding requests to complete:

```ts
09:00:00.000
PUT /v1/ext/procedure/lead/process/lead_id/LEAD-001
{"score": 1}

09:00:00.001
PUT /v1/ext/procedure/lead/process/lead_id/LEAD-001
{"score": 2}

09:00:00.002
PUT /v1/ext/procedure/lead/process/lead_id/LEAD-001
{"score": 3}
```

The final score of the lead in this case could be 1,2 or 3. There is no way to predict the final score of the lead after all the updates. This is because all 3 api requests will be accepted parallely and will result in a [race condition](https://en.wikipedia.org/wiki/Race_condition#Example).

So in case of synchronous APIs it is recommended that the client **ensure synchronization** while making requests to a single resource.

# Async API Characteristics

In case of async APIs the request payload and processed in the background as soon as possible. These APIs will return a background job id which can be used to track the status of the request.

### Bulk Async APIs

Async APIs which accept bulk data i.e. a large number of sub-requests try to parallelize as much of these requests as possible. Higher order of parallel processing increases the speed of processing.

Because of the parallel processing bulk apis do not guarantee order of execution for sub-requests. So these can result in race conditions if the same resource (process/task/record) is part of multiple sub-requests in the same request api.

So plan your bulk api calls to ensure that the a resource is part of only one sub-request.

---

URL: https://chakrahq.com/help/platform/features/chakra-ticketing/view-all-tickets.md.md

# 🔍 How to View All Your Tickets in Chakra

Need to check on an issue you reported or follow up on a request?   Chakra makes it easy to keep track of **every ticket** you’ve created!

---

1. Open the **Chakra** application and head over to the **Help & Support** section.  
2. Tap on **"View All Tickets"** — this will take you straight to your ticket dashboard.  
3. See all your tickets at a glance, along with their **title, creation date, created by, type and status**. 
4. Click any required ticket to see all the details, including updates from the chakra team.  
5. You can use the **filters** for status and type to find exactly what you’re looking for in seconds.

[![Raise A Ticket](https://static-data.chakrahq.com/assets/images/platform/support-ticket/view_ticket.gif)](https://static-data.chakrahq.com/assets/images/platform/support-ticket/view\_ticket.gif)

---

### 📊 Status Guide

- **Open** – We’ve received your ticket and are reviewing it.  
- **In Progress** – Our team is working on it.  
- **Closed** – The ticket is completed and closed.

---

> **Note:**  - **Admins** can view **all tickets** in the system.  - Other users can only see the tickets **they have raised**.

💡 **Pro Tip:** Check your tickets regularly so you never miss an update from the support team.

---

URL: https://chakrahq.com/help/platform/data-model/call.md.md

Call object is to represent a physical call object made or received by a user. Depending on your telephony integration a call object might be generated by telephony plugins like Twilio and Ameyo

At the core of it a call is defined by the following fields

### fields

| name | data type | type info | description |
| --- | --- | --- | --- |
| id | string | uuid | id of the call - auto generated |
| user | string | uuid | id of the call who was handling the call on Chakra |
| team | string | uuid | id of the team to which this call belongs to |
| to | string |  | To phone number for the call |
| from | string |  | From phone number for the call |
| provider | string |  | Call provider type |
| providerCallId | string |  | Call provider generated id |
| providerPayload | number |  | Raw object around the call as provided by the provider |
| callStart | number | epoch\_ms | epoch timestamp of when the call started |
| callEnd | number | epoch\_ms | epoch timestamp of when the call ended |
| callDuration | number |  | Duration in seconds for the call |
| connectionStart | number | epoch\_ms | epoch timestamp of when the connection started |
| connectionEnd | number | epoch\_ms | epoch timestamp of when the connection ended |
| connectionDuration | number |  | Duration in seconds for the connection |
| disposedAt | number | epoch\_ms | epoch timestamp of when the call was disposed |
| type | string |  | OUTBOUND / INBOUND |
| callStatus | string |  | Call Status, can be one of:     UNKNOWN     LOGGED     QUEUED     RINGING     IN\_PROGRESS     COMPLETED     ANSWERED     BUSY     FAILED     UNANSWERED     REJECTED     MISSED     WRONG\_NUM     DISCONNECTED\_NOT\_DISPOSED     DISPOSED\_NOT\_DISCONNECTED |
| recordingUrl | string |  | Recording url of the call if available |
| forTask | string |  | id for the associated task |
| forRecord | string |  | id for the associated record |
| forProcess | string |  | id for the associated process |
| forUser | string |  | id for the associated user |
| forStateTask | string |  | id for the associated statetask |
| forEntity | string |  | id fpr the associated entity |
| forProcedure | string |  | id for the associated procedure |
| callInitiateLocation | string |  | source of the initiated call |
| createdAt | number | epoch\_ms | timestamp of when the call was created |
| updatedAt | number | epoch\_ms | timestamp of when the call was updated |
| isDeleted | boolean |  | Indicates wether the call is deleted |

---

URL: https://chakrahq.com/help/platform/features/external-api.md.md

External APIs are how Chakra talks to the outside world. Using this you can model any kind of an API integration on our system. It is as simple as using as a http client like postman or insomnia. External APIs help you fetch/send data from your internal applications or other software products.

### HTTP methods

External API supports the standard http methods

- GET
- POST
- PUT
- PATCH
- DELETE
- OPTIONS
- HEAD

### Request Body Type

Standard http request body types are supported. List below:

- NONE
- JSON
- FORM-MULTIPART
- XML
- FORM-URL-ENCODED

### Other configurations

You can also configure

- request headers
- query parameters

### Request/Response Transform

Both request and response payloads can be transformed using our standard transformers framework. For extreme usecases you may also chose to use `JSONata`. This is particularly useful when the external data format is incompatible with Chakra's data format. `JSONata` is turing complete meaning you can write arbitrary logic to do your transformations

### Caching

You may chose to enable caching in your external apis. This is especially useful when the data being fetched only changes infrequently and slightly stale data doesn't affect your business logic a lot. Cached apis are also faster - improving latencies and user experience

### Error Alerts

You may chose to set up error alerts so that you are alerted whenever an api is erroring out. Alerts are sent out as emails and can only be sent to users on Chakra. You can also custom define the error criteria for your API. By default a non-2xx response is treated as an error.

### Logs

External api requests and responses are logged. By default only errored out requests are logged. You may change this setting to log all requests

---

URL: https://chakrahq.com/help/platform/integration/streaming.md.md

Chakra allows you to send data out of the platform to your systems in real-time. This is made possible by configuring event consumers and external data push plugins

### Event Consumers

You can configure event consumers to listen to a particular type of event and then invoke certain actions. You can also configure `event conditions` per consumer to make sure that only events that meet your filter criteria are consumed by the event consumers

### Streaming actions

You can then configure your event consumers to stream data to you. Currently supported channels for streaming are:

- kinesis data streams
- kafka streams

---

URL: https://chakrahq.com/help/platform/concepts/ui-customization.md.md

UI on both the web and app clients is facilitated by a modular approach to UI on our platform.

### Routes

Customization starts by configuring the various routes a user can access. You can add access control at per route level. There are a certain standard set of routes available to every solution/application. But you can chose to create your own custom route.

### Screens

Every route needs to be mapped at least one screen which can be configured to show the relevant widgets / information. Route to screen mapping can be different for different users. This is achieved by having a scoped mapping of routes to screens. Using this you can show different types of information to different users.

### Widgets

Widgets are a granular way of showing information as well as capturing information. Widgets on a screen can be composed by using a `Screen Layout` definition. These layouts are device aware. So you can have different layouts for different types of devices too. List of widget types includes but is not limited to

- process details widget
- task details widget
- record details widget
- attributes widget
- process list widget
- task list widget
- record list widget
- create task widget
- next task widget
- notes widget
- history widget 

#### Widget Configuration

Every widget type exposes its own configuration for configuring the look and feel of itself. For example for an attributes widget you can configures

1. which attributes to show
2. layout of the attributes to be shown
3. If the attributes are editable or not

---

URL: https://chakrahq.com/help/platform/data-model/derived-attribute.md.md

# Introduction

Derived attributes allow you to define attributes for your Chakra Object based on automatic calculations. Following are the supported types:

1. Formula Based
2. Query Based
3. Chakra Script Based

As the name suggests, you cannot set the value of a derived attribute - it will be computed by the system based on the logic provided either in the form of a query, formula or script.

Derived attribute data shows up under the derivedData key of your object like:

```json
{
  "_data": {
    "id": "ecd2f0fe-c755-4deb-9a97-f5bd8d9e9f02",
    "createdAt": 1597212692774,
    "updatedAt": 1597212693393,
    "status": "OPEN",
    "data": {
      "name": "Lin Liu",
      "source": "Form",
      "google_coordinates": [
        12.323333,
        27.188833
      ],
      "duplicate": true,
      "phone_number": "4400000105",
    },
    "derivedData": {
      "lead_source": "google",
      "lead_priority": 5,
      "lead_score": 50
    },
    ...
    }
}
```

In the sample process data shown above, the attributes under derived data - lead\_score, lead\_priority and lead\_score are the derived attributes. The attributes under data are the standard attributes.

### Attribute Type

Derive attributes follow the same type system as normal attributes. So when you define a derived attribute like *lead\_priority\_score* you will also need to define the attribute type like *int, real, ...* and **ensure** that the formula/scripts returns data in the same format.

## Chakra Script Based DA

Chakra Script based derived attributes execute a user defined script to derive the final Script data.

### Runtime

The script must be a javascript script based on Nodejs 10.0 runtime. It should output a value after execution. The script has to be synchronous all async attempts are ignored.

Because they are strictly tied to Object creation and updates - these scripts would be kept light-weight. Recommended practice is to keep execution time under 100 ms. 

### Require

You cannot require external modules. A few utility modules are pre-included in the context and can be used directly:

1. \`\`\`\_\`\`\` - [Lodash](https://lodash.com/docs/) - JS utility lib
2. \`\`\`moment\`\`\` - [moment](https://momentjs.com/) - JS datetime lib
3. \`\`\`moment\_tz\`\`\` - [moment-timezone](https://momentjs.com/timezone/) - JS datetime lib with timezone plugins

### Console.log

Console.log is disabled and will not work as intended during actual runs. However the script logs will return console.log output during **test** runs.

### Payload

The script is provided a json object called **PAYLOAD** as part of the global context that contains the chakra object for which the calculations are to be made. 

### Examples

All the following are valid examples of scripts

1. \`\`\`1+2\`\`\`
2. \`\`\`PAYLOAD.data.duplicate? true: false\`\`\`
3. \`\`\`javascript
   function calculateNormalScore(payload) {
     return \_.get(payload, 'data.lead\_score') / 100
   }
   calcualteNormalScore(PAYLOAD);

```ts

### Logs
The Chakra Scripts page gives you access to logs of previous executions with the payload info as well.


Log data legend:

1. Started At - The time at which the script started running
2. Script - Name of the script
3. Status - Success/Error - Completion status of the script
4. Payload - the input data provided to the script during the execution
5. Response - The response output provided the script
6. Log - The log outputted by the script during a test execution
7. Exception Log - Exception log if any when the script errors out
8. Duration(ms) - Duration in Millie's taken for the script to be executed
9. Debug - false indicates the execution happened in-situ while true indicates a test run initiated by the user

### Test

You can modify and test the script by using the test payload option. It is **strongly recommended** to use the payload of previous script executions to test a script before saving modifications
```

---

URL: https://chakrahq.com/help/platform/features/external-data-store.md.md

External Data Stores allow you to push information from Chakra to your own data warehouse / data lake or any sort of datastore. This push happens in realtime and is useful for syncing Chakra data state to your warehouse when the size of data is large.

Currently the following datastores are supported

- [AWS Kinesis](#aws-kinesis)
- [Apache Kafka](#apache-kafka)

The List of datastores can be accessed from the [External Data Store Dashboard](https://app.chakrahq.com/admin/external-data-stores)

NOTE: These pages are only usable by `Admin` users.

## AWS Kinesis

Please add the following details for a Kinesis Data Store to enable a connection

- Region - AWS Region
- Stream Name - The kinesis stream name to which you want to connect
- Access Key Id - The AWS accessKeyId
- Secret Access Key - The AWS secretAccessKey

![Kinesis Config Page](https://static-data.chakrahq.com/documentation-assets/external-data-store/eds-kinesis-edit.png)

### Test

To **Test** if the connection is valid or not please click `Test Connection`

If the test is successful you will see a prompt like this: ![Kinesis Test Successful](https://static-data.chakrahq.com/documentation-assets/external-data-store/eds-kinesis-test-success.png)

If the test fails you will see a prompt like this: ![Kinesis Test Failed](https://static-data.chakrahq.com/documentation-assets/external-data-store/eds-kinesis-test-error.png)

## Apache Kafka

To configure Apache kafka as an External Data Store You need to provide the following details:

- Broker (required) - List of Kafka brokers (min 1)
- SSL Enabled - should ssl be enabled. if enabled the SSL specific configurations also need to be completed
- SSL Reject Unauthorized - Should ssl reject unauthorized connections
- SSL CA - SSL Certifying Authority (CA) stores. Contents should be in utf8
- SSL Key - SSL key usually like client-key.pem. Contents should be in utf8
- SSL Cert - SSL cert usually like client-cert.pem. Contents should be in utf8

![Kafka Config Page](https://static-data.chakrahq.com/documentation-assets/external-data-store/eds-kafka-edit.png)

### Test

 To **Test** if the connection is valid or not please click `Test Connection`

 If the test is successful you will see a prompt like this: ![Kafka Test Successful](https://static-data.chakrahq.com/documentation-assets/external-data-store/eds-kafka-test-success.png)

 If the test fails you will see a prompt like this: ![Kafka Test Failed](https://static-data.chakrahq.com/documentation-assets/external-data-store/eds-kafka-test-error.png)

## Postgres

To configure Postgres as an External Data Store You need to provide the following details:

- Hostname (required) - hostname of the db instance
- Port (required) - port of the db instance
- Username (required) - username for the db
- Password (required) - password for the db
- Database Name (required) - name of the database with which to connect
 
![Postgres Config Page](https://static-data.chakrahq.com/documentation-assets/external-data-store/eds-pg-edit.png)

### Test

#### Test connection

 To **Test** if the connection is valid or not please click `Test Connection`

 If the test is successful you will see a prompt like this: ![Postgres Test Successful](https://static-data.chakrahq.com/documentation-assets/external-data-store/eds-pg-test-success.png)

 If the test fails you will see a prompt like this: ![Postgres Test Failed](https://static-data.chakrahq.com/documentation-assets/external-data-store/eds-pg-test-error.png)

#### Test sending a data event

You can also test sending a data event and writing to a test table in the postgres database.

First you need to create a `chakra_connection_test` table.

```sql
create table "public"."chakra_connection_test" (
	"id" uuid not null,
	"createdAt" int8,
	"data" jsonb 
);
```

Then enter a json test data into the json test data box. Press "Send Test Data" to test sending the data event.

---

URL: https://chakrahq.com/help/platform/integration/uploaders.md.md

Chakra has both standard and custom uploaders for you to upload your data in bulk in csv format. This feature allows you to quickly create / update 1000s of records or processes. 

### Custom Uploader 

Custom uploader allows you to upload your standard data and the transform it to the required data format on the product itself. This allows you to have simpler operations especially when you are using data dumps from some other system to feed into Chakra, eliminating repetitive data cleanup tasks.

---

URL: https://chakrahq.com/help/platform/features/forms.md.md

Chakra has a robust forms framework for every usecase. The same form framework is used in internal features like process/task create and update flows. However the form feature can be used stand-alone without modeling a process or a record.

### Form Fields

Form fields are based on top of `Attributes`. basically the data tuple and validations are controlled by the underlying attribute. However the cosmetic/view layer is controlled by form field configurations.

### Form Pages

You can build multi page forms with the forms feature. The pages can be displayed one after the other or in the same page depending on the usecase

#### Logic Jumps

You can configure which page to show when by implementing rules called logic jumps. Every page can have a set of rules that compute which Page to show next basis the data filled out in the current page / previous pages.

### Public Forms

You can publish a form as a public form to be accessible by non-authenticated users. By default all forms are created as private forms.

### Embedding

Forms can also be embedded inside your own website or digital properties. Embedding can again be public or controlled by a token. Do note that public pages with embedded forms will leak that particular token. So do take care to separate out the access control for the token to be used

### Form Actions

You can configure additional buttons on the form that can cause custom actions or call external apis. This is very useful to fetch and show custom data in a form or to send information right from a form

### UI Customization

You can configure the look and feel of your forms through the provided UI customizations.

### Lifecycle Actions

Forms can trigger lifecycle actions in the background further powering the automation engine.

---

URL: https://chakrahq.com/help/platform/integration.md.md

<DocCardList />

---

URL: https://chakrahq.com/help/platform/data-model/process.md.md

Process object captures the process information of a single instance of process. So for a Sales solution, individual leads are actually individual processes. Similarly in a support solution individual tickets are actually individual processes. The schema that differentiates a lead from a ticket is defined in a schema object called `procedure`. 

At the core of it a process is defined by the following fields

### state

The state of the process. process states are defined by solution template or by you if it is something you have built yourself. For example a lead process can have states like `New`, `In-Progress`, `Converted` A ticket process can have states like `New`, `Assigned`, `Solved`

The states can have a dependency flow defined by a `stategraph`

### status

Every process can have one of the following status

- OPEN
- COMPLETED
- CANCELLED

When a process is being worked upon its status is OPEN regardless of its state.

### data

`data` is a json field containing the actual data defining a process instance. the key is either the shortId or the id of the process [attribute](/platform/data-model/attribute). all internal apis publish process data as id:value pair while external apis publish data as shortId:value pairs

Example:

```json
{
  "lead_id": "LEAD-910",
  "source": "web-form",
  "first_name": "Cixin",
  "last_name": "Liu",
  "phone_num": "440123000"
}

```

### fields

| name | data type | type info | description |
| --- | --- | --- | --- |
| id | string | uuid | id of the process - auto generated |
| team | string | uuid | id of the team to which this process belongs to |
| procedure | string | uuid | id of the procedure to which this process belongs to |
| createdBy | string | uuid | user id of the creator |
| assignedTo | string | uuid | assigned user id |
| belongsTo | string | uuid | pod id to which this process belongs to |
| entity | string | uuid | entity of the record to which this process belongs to |
| record | string | uuid | record id associated with this process |
| status | string | string | status can be - OPEN, COMPLETED, CANCELLED |
| state | string | uuid | state id indicating the current state of this process |
| data | json |  | id:value json object storing the actual data |
| derivedData | json |  | id:value json object storing the derived data |
| nextActionAt | number | epoch ms | timestamp indicating the time at which the next action is to be taken on  this process |
| completedAt | number | epoch ms | timestamp at which this process was marked as completed |
| primaryBooking | string | uuid | booking id of the primary booking against this process |
| cancelledAt | number | epoch ms | timestamp at which this process was marked as cancelled |
| parentProcedure | string | uuid | procedure id of the parent process for this process |
| parentProcess | string | uuid | id of the process if this process has a parent process - useful to have  hierarchical processes |
| firstAssignedTo | string | uuid | user id of the first user assigned to this process |
| firstAssignedAt | number | epoch ms | timestamp at which the process was assigned to for the first time |
| lastAssignedAt | number | epoch ms | timestamp at which the last assignment happened to this process |
| createdAt | number | epoch ms | timestamp at which the process was created |
| updatedAt | number | epoch ms | timestamp at which the process was updated |
| isDeleted | boolean |  | flag indicating wether this process is  deleted or not |

---

URL: https://chakrahq.com/help/platform/features/geolocation.md.md

Chakra app allows you to capture location natively. This allows you to audit the location of your field assets as well as set up geo based rules like check-in and geofencing.

### Data Collection

When enabled the geolocation module will intelligently collect geolocation data of the user. To preserve battery life and optimize network usage, the module will be more aggressive when a person is moving and less aggressive while stationary

### Navigation

The app also allows the user to navigate to a particular location if it a valid geolocation is available. Check-In tasks can also make it mandatory for users to check-in at the exact geolocation (within a certain configurable radius) for the task to be considered complete

### Geofencing

Geofencing when enabled allows you to track when a user is visiting a certain geofenced area. Usually lead locations are geofenced to capture time spent in a geofenced area.

---

URL: https://chakrahq.com/help/platform/concepts.md.md

<DocCardList />

---

URL: https://chakrahq.com/help/platform/data-model/record.md.md

Record object is used to capture stateless data. For example a `contact` or an `SKU Item` is modeled as a record object. These are stateless data only used to store some amount of information.

At the core of it a record is defined by the following fields

### data

`data` is a json field containing the actual data defining a record instance. the key is either the shortId or the id of the record attribute. all internal apis publish record data as id:value pair while external apis publish data as shortId:value pairs

Example:

```json
{
  "first_name": "Cixin",
  "last_name": "Liu",
  "phone_num": "440123000"
}

```

### fields

| name | data type | type info | description |
| --- | --- | --- | --- |
| id | string | uuid | id of the record- auto generated |
| entity | string | uuid | id of the entity which this record belongs to |
| team | string | uuid | id of the team to which this record belongs to |
| createdBy | string | uuid | User id of the user who created the record |
| data | json |  | id:value json object storing the actual data |
| derivedData | json |  | id:value json object storing the derived data |
| createdAt | number | epoch ms | timestamp at which the record was created |
| updatedAt | number | epoch ms | timestamp at which the record was updated |
| isDeleted | boolean |  | flag indicating wether this record is deleted or not |

---

URL: https://chakrahq.com/help/platform/features/history.md.md

You can see the entire history of a process via the `process history` widget. This widget shows 3 kinds of history

1. Process History - all changes that have happened with the process object
2. Task History - all tasks created/completed for this particular process
3. Call History - calls made for this particular process

---

URL: https://chakrahq.com/help/platform/data-model/task.md.md

Task object captures a single task done or being done by a user. For example calling a lead or navigating to a location on the field can both be modeled as tasks.

At the core of it a task is defined by the following fields

### status

Every task can have one of the following status

- OPEN
- COMPLETED
- CANCELLED When a task is being worked upon its status is `OPEN`. A task can be created in `COMPLETED` state - this is what we refer to as logging a task.

### data

`data` is a json field containing the actual data defining a task instance. the key is either the shortId or the id of the task attribute. all internal apis publish task data as id:value pair while external apis publish data as shortId:value pairs

Example:

```json
{
  "primary_disposition": "CALLBACK",
  "when_to_callback": 1634025183219,
  "first_name": "Cixin",
  "last_name": "Liu",
  "remarks": "lead wants a callback"
}

```

### fields

| name | data type | type info | description |
| --- | --- | --- | --- |
| id | string | uuid | id of the task - auto generated |
| title | string |  | Title of the task |
| description | string |  | description for the task |
| order | number |  | order rank for this task |
| status | string |  | can be either OPEN, COMPLETED or CANCELLED |
| team | string | uuid | id of the team to which this task belongs to |
| stateTask | string | uuid | Id of the statetask which defines the schema of this task |
| taskType | string |  | task type |
| createdBy | string | uuid | user id of the user who created the task |
| assignedTo | string | uuid | user id of the user to whom this task is assigned to |
| belongsTo | string | uuid | pod id of the pod to which this task belongs to |
| startsAt | number | epoch ms | datetime at which task started at |
| endsAt | number | epoch ms | datetime at which this task ends |
| dueBy | number | epoch ms | datetime by which this task needs to be completed |
| startedAt | number | epoch ms | datetime at which the task actually got started |
| completedAt | number | epoch ms | datetime at which task actually got completed |
| cancelledAt | number | epoch ms | datetime at which the task was cancelled |
| procedure | string | uuid | id of the procedure to which this task belongs to |
| task | string | uuid | id of the task to which this task is associated with |
| entity | string | uuid | id of the entity of the record to which this task is associated to |
| record | string | uuid | id of the record to which task is associated with |
| form | string | uuid | id of the form to which this task is associated |
| members | json |  | list of user ids who are also participants in the task |
| data | json |  | id:value json object storing the actual data |
| derivedData | json |  | id:value json object storing the derived data |
| createdAt | number | epoch ms | timestamp at which the task was created |
| updatedAt | number | epoch ms | timestamp at which the task was updated |
| isDeleted | boolean |  | flag indicating wether this task is deleted or not |

---

URL: https://chakrahq.com/help/platform/features/lifecycle-rule.md.md

Lifecycle rules are the easiest way to add automation to your solution. Lifecycle rules have 2 parts - Lifecycle events and Lifecycle actions.

Lifecycle events are generated every time any change occurs in the system. For example when you update a lead - a lead being a process - an event called `process:update:post` is generated carrying the details of the change.

So we can write rules to execute automatic lifecycle actions basis lifecycle events. For example we can say whenever a lead is updated send a notification to the lead assignee. Here `send-notification` is the lifecycle action we want to execute.

To summarize, the following is a **lifecycle rule**

\`When a lead is updated, send a notification to the assignee \`

- **Lifecycle Event** -> When lead is updated
- **Lifecycle Action** -> Send a notification to the assignee

### Event Conditions

More often than not we would want to add some conditions to figure out when we want to run a rule.  Continuing the previous example - it would be far more useful to notify a lead assignee when important updates happen to the lead. For example

`When a lead's state changes to converted, send an email to the assignee`

Here we added an extra condition called "when the lead's state changes to converted" - These extra conditions / criteria are implemented via event conditions that we can add to any rule. Conditions follow standard rule engine grammar

### Action Definition

Action definition is where we configure the exact parameters needed to run an action. For example here

`When a lead's state changes to converted, send an email to the assignee`

we would want to define what goes into the email as

```json
{
  "emailSubject": "{{process.data.lead_id}} has been conveerted",
  "emailBody": "Hi {{user.firstName}}, congratulations your lead {{process.data.lead_id}} is now converted."
}

```

Here we are able to exactly configure what the action is going to be in the context of the event which in this case is a lead update. In the action definition you will be able to access all data pertaining to the update like process details, user details, etc...

### Tagging

Lifecycle rules should be tagged against a relevant meta entity like procedure, entity or statetask.

### Sync/Async

Rules can be processed in sync or async manner with the event. Ordering currently is not guaranteed for async rules.

### Populate

many times we need to populate the original event for extra info. The main concerns around populating are

- latency - too many populates = too many data fetches = slower rules
- more complex rules

Currently populate is done at 3 levels

- process-event
- all task events get populated with `populatedTask`
- process-action
- all events with the correct populatePath definition gets populated in-situ - original event object gets mutated
- action implementation
- individual actions themselves also populate data usually into a key called `_meta`

### List of events

- api-check:post
- booking:update:post
- call:create:post
- call:create:pre
- call:update:post
- email:received:post
- form-response:create:post
- process:allocate:post
- process:create:post
- process:create:pre
- process:state-change:post
- process:update:post
- process:update:pre
- record:create:post
- record:update:post
- task:create:post
- task:create:pre
- task:update:post
- task:update:pre
- upload-job:complete:post
- user:login:post
- user:logout:post
- webhook:inbound:post

### List Of Actions

- process:start
- record:create
- record-process:create
- process:complete
- process:update
- process:bulk-update
- process:find-one-and-update
- task:create-from-statetask
- task:allocate
- task:bulk-update
- record:find-and-update
- script:run
- task:webhook-task-external
- process:webhook-process-external
- call:webhook-call-external
- task:webhook
- process:bulk-find-and-complete
- process:update-using-rule
- process:modify-query
- external-api:call
- call:link-record-and-process
- notify:email
- notify:sms
- notification:create
- external-data-store:push

---

URL: https://chakrahq.com/help/platform/features/notifications.md.md

Notifications can be configured for processes, tasks or records. Notifications are sent out both as app native notifications as well as web notifications.

### Notification Config

#### Valid When

This controls when and what notification to show. You can create a rule that determines the validity of notification for a process. For example

`Send a notification to the assignee when a lead is assigned to a user`

The way this notification is configured is by defining the `validWhen` rule with 

- when the lead state is NEW
- when the assignedTo field is not null

#### Time Dimension

Notifications can be shown immediately once the notification criteria is satisfied or it can be shown before a certain significant point in time for the given process. This configuration requires you to define a time field for the notification config to watch out for.

For example process notifications can be configured to use the `nextActionAt` timestamp or the `updatedAt` timestamp or a datetime data attribute like `scheduled_meeting_time`

#### Message Template

Message template needs to be provided for a notification config to be complete. The template has access to the context information so a template can be built by using the contextual data. Example:

`Lead {{process.data.lead_id}} has been converted`

The template has 2 parts

- title - the title of the notification
- message - the actual message of the notification

### Scope

Notifications can be generated for a user, all users of a role or all users of a team.

### Navigation Url

Notifications can also carry navigation urls - for people to click and arrive at a contextual screen/page like a lead details screen.

---

URL: https://chakrahq.com/help/platform/features/process-allocator.md.md

Process allocator allows you to auto allocate processes like leads to actual users who will be working upon them. You can configure multiple allocators for a given procedure and also demarcate a default process allocator.

### Source Filter

The first step to configure an allocator is to define a source filter - which is basically a way for you to tell which processes are eligible for allocation. if left empty this will apply to all open and un-assigned processes.

But more often than not you would want to add filters like

- process state - must be some of the initial states
- score - qualification score thresholds
- minimum data prerequisites - like having a phone number / email in the case of a lead

### Source Sort

You can also configure a sorting criteria for the allocator to use while looking at allocatable processes. This helps you set up orders like - allocate high priority leads first. You can have a list of sort criteria. For example you can sort a lead by high priority, latest creation timestamp and high lead\_score

### Target Criteria

You will also need to define which set of users are eligible for allocation by a particular allocator. For example you could filter by role of a user or by some extra parameters like user profile data

### Target Load criteria

Generally the load of a user is needed to figure out

- whether a user has remaining capacity to be able to handle more processes
- who are the users with lower load to whom we should allocate

This criteria can be custom configured to be different from the source filter criteria

### Least Load allocation

The allocator will always try to assign users with the least load and will not allocate to a user if the user's max load has been reached

### Max load configuration

You can configure different max loads for different users. 

### Round Robin

If all criteria matches and the current load is same for a set of users - then the allocator will try to do a round robin allocation. It will try to allocate to the user who got assigned the longest time ago. This allows the allocation to be fair.

### Skill based allocation

To come up with and implement granularity in your matching logic - you can set up skills for both processes and users. Processes can be configured to have a `Required Skills` configuration.

For example leads coming from a Spanish speaking country can be assigned `spanish` language skill. In this case the allocator will look for users who are tagged with `language:spanish` skills to be able to allocate.

---

URL: https://chakrahq.com/help/platform/features/reporting.md.md

Chakra has standard reports depending on the solution you have chosen to use. But we also allow you to define your own reports yourself.

### Report types

Following are few examples of reports supported on the platform

- Funnel Reports
- Performance Reports
- TAT Reports
- Productivity Reports
- Conversion Reports
- Leakage Reports
- Aging Reports
- Geolocation Reports

### Devices

All reports are available both on web and app clients.

---

URL: https://chakrahq.com/help/platform/features/resource-access-rules.md.md

# Introduction

You can setup custom resource access rules to control the access control to data like process, records and tasks. Every ResourceAccessRule is made up of

- resource - the resource type - procedure/statetask/entity
- resourceId - the resource type id - procedureId, statetaskId, entityId
- subResource - granular part of the resource - can be left null
- scope - 'all', 'team', 'role', 'roleType', 'user'
- scopeId - id of the scope if applicable
- accessMode - 'all', 'match-pod', 'own-and-reportees', 'assigned-to', 'view-only', 'partial', 'none'

today by default

- users can see their own leads and their reportees' leads
- managers/admins see all leads

---

URL: https://chakrahq.com/help/platform/features/skills.md.md

Skills is a way to come up with granular rules around matching processes with users during auto-allocation. Processes get tagged with `Required Skills` basis the rule configuration and then get matched with users with the exact skills.

### Skill Type

To start create a new skill type. For example we can create skill types like

- language
- city

### Skills

Per skill type you can add one or more skills like

- language - english, spanish, hindi
- city - Bangalore, Mumbai, San Diego

You can use our rule engine to auto assign skills to processes. For example

- if customer's language attribute `customer_language` is English then tag it with `lanugage:english` skill
- if customer's `product_intereseted` is "Credit Card" then tag it with `product:credit-card`

 ### Skill Level Along with skill you can also associate a level of skill required from 0 - 10. 10 being the highest and 0 the least. If a certain skill requirement is of a certain level x - then the allocator will find a user with at least that much skill level.

 This allows you to create matching in terms of proficiency in a certain skill.

---

URL: https://chakrahq.com/help/platform/features/telephony.md.md

Telephony providers can be natively integrated with Chakra. This allows you to do the following with your telephony providers

- make outbound calls
- receive incoming calls
- receive connections from auto-dial campaigns
- dispose calls directly from Chakra

Following are the currently supported telephony providers:

- Ameyo
- CZentrix
- Twilio
- Exotel

Do get in touch with us `sales[at]chakrahq[dot]com` to discuss any other provider that you might be using. We would be happy to onboard your provider onto our platform

---

URL: https://chakrahq.com/help/platform/features/webhooks.md.md

Just like External APIs help you reach out to an external API, webhooks allow you to custom define an endpoint to receive data in Chakra. 

### Data Format

Webhooks accept data only in json format. Their response cannot be configured and is empty.

### Authentication

Webhooks need to be authenticated with a valid API token which can be generated from the API Token dashboard

### Consume

To consume a webhook data you will need to listen to an event called `webhook:inbound:post` which carries the webhook payload

---

URL: https://chakrahq.com/contact-us.md

# Contact Us

Get in touch with the Chakra support team.

## Submit a Support Ticket

Visit [chakrahq.com/contact-us](https://chakrahq.com/contact-us) to submit a support request. Fill in your name, email address, subject, and message — our team will respond as soon as possible.

## Other Ways to Reach Us

- Website: [chakrahq.com](https://chakrahq.com)

---

URL: https://chakrahq.com/gdpr.md

# GDPR — Data Subject Requests

Chakra HQ is committed to protecting your personal data in accordance with the General Data Protection Regulation (GDPR). Our data handling practices are described in our Privacy Policy and Data Processing Agreement.

## Your Rights Under GDPR

- **Right of Access** — Request a copy of the personal data we hold about you.
- **Right to Rectification** — Request correction of inaccurate or incomplete data.
- **Right to Erasure** — Request deletion of your personal data ("right to be forgotten").
- **Right to Restriction** — Request that we limit how we use your data.
- **Right to Data Portability** — Receive your data in a structured, machine-readable format.
- **Right to Object** — Object to processing of your personal data.

## Submit a GDPR Request

Visit [chakrahq.com/gdpr](https://chakrahq.com/gdpr) to submit a data subject request. Our team will respond within the legally required timeframe.

---

URL: https://chakrahq.com/legal/privacy.md

# Privacy Policy

This is the Privacy Policy for Chakra HQ (chakrahq.com).

The full Privacy Policy is available at [chakrahq.com/legal/privacy](https://chakrahq.com/legal/privacy).

## Summary

Chakra HQ collects and processes personal data to provide its WhatsApp customer engagement platform. We are committed to protecting your privacy and complying with applicable data protection laws including GDPR.

Key points:
- We collect data you provide directly (name, email, usage data) and data generated through use of our platform.
- Data is used to operate and improve our services, communicate with you, and comply with legal obligations.
- We do not sell your personal data to third parties.
- You have rights to access, correct, delete, and port your data.
- Contact us at the address on our website for privacy-related requests.

For the complete and legally binding policy, please visit the full Privacy Policy page.

---

URL: https://chakrahq.com/legal/terms.md

# Terms of Use

These are the Terms of Use for Chakra HQ (chakrahq.com).

The full Terms of Use are available at [chakrahq.com/legal/terms](https://chakrahq.com/legal/terms).

## Summary

By using Chakra HQ's platform and services, you agree to these terms. Key points:

- You must be at least 18 years old and have the authority to enter into this agreement.
- You are responsible for maintaining the confidentiality of your account credentials.
- You agree not to use the platform for illegal, harmful, or abusive purposes.
- Chakra HQ retains ownership of the platform and its intellectual property.
- We may update these terms; continued use constitutes acceptance of changes.
- Disputes are subject to the jurisdiction specified in the full terms.

For the complete and legally binding terms, please visit the full Terms of Use page.

---