WhatsApp messaging policy¶

1. Creating a quality experience¶

Follow the rules, policies, and instructions of the WhatsApp Business Platform.
Maintain a WhatsApp Business profile with customer service contact information, including one or more of the following: email address, website, or phone number. Make sure the information is accurate and up to date. You must not impersonate another business or otherwise mislead customers about the nature of your business.
You may only contact people through WhatsApp if:
- They provided you with their mobile phone number.
- They agreed to be contacted through WhatsApp.
You must not confuse, deceive, defraud, mislead, surprise people with your communications, or send them spam.
You must respect all requests, both inside and outside WhatsApp, that people submit to block, stop, or otherwise opt out of communications you send through WhatsApp. This includes removing that person from your contact list.

The following conditions apply to the WhatsApp Business Solution, also known as the WhatsApp Business API.

To send a WhatsApp message to a person, you must first receive their explicit consent confirming that they want to receive future messages from you on WhatsApp.
Explicit consent must:
- Clearly state that the person agrees to receive your messages through WhatsApp.
- Clearly state the name of the business.
You are solely responsible for determining the method used to obtain explicit consent. You must also ensure that such consent was obtained in a way that complies with the laws applicable to your communications, including the required notices and permissions under applicable law.
To ensure an appropriate user experience, it is recommended that you consult WhatsApp’s consent best practices.

You may initiate conversations only with an approved message template.
You may reply to a user’s message without using a message template, as long as the reply is sent within 24 hours of the user’s last message.
You may reply with automated messages during the 24-hour window.

You are responsible for issuing and ensuring all corresponding notices, as well as obtaining all permissions and consents necessary to collect, use, and share people’s content and information. This includes maintaining a published privacy policy and complying with applicable law.
You must not use data provided to you about a person you communicate with through WhatsApp, other than the content of the conversations, for any purpose other than what is reasonably necessary to exchange messages with that person.
You must not share or ask people to share full payment card numbers, bank account numbers, personal identification document numbers, or other confidential identifiers.
You may not forward or otherwise share a customer’s chat information with another customer.

Organizations or individuals involved in activities related to terrorism or organized crime are prohibited from using WhatsApp services.
The use of WhatsApp services to facilitate or organize criminal activities is prohibited, including exploiting or causing physical, financial, or other harm to people, businesses, or animals.
Organizations must not discriminate or arbitrarily suggest a preference for or rejection of people based on personal characteristics, including, but not limited to, race, ethnicity, color, nationality, citizenship, religion, age, sex, sexual orientation, gender identity, family status, marital status, disability, illness, or genetic disorder.
Messages must not include offensive content, such as nudity or sexually explicit material, as determined by WhatsApp at its sole discretion.

To learn more about these policies, click the following button: