Chat App Message Service:FAQ

What is Chat App Message Service?

Chat App Message Service is a global messaging engine that lets enterprises reach users through WhatsApp, Messenger, Instagram, Viber, SMS, and email from a single platform.

What messaging channels does Chat App support?

WhatsApp, Facebook Messenger, Instagram, Viber, SMS, and email. SMS and email require separate activation: Short Message Service console and Direct Mail.

Is Chat App an official WhatsApp solution provider?

Yes. Alibaba Cloud is a Meta-certified WhatsApp Business Solution Provider (BSP). Verify this in the Meta Partner Directory.

What industries is Chat App suitable for?

E-commerce, retail, finance, logistics, healthcare, education, tourism, and other industries that need global customer outreach.

Can I use Chat App for ad delivery?

No. However, you can engage users from Click-to-WhatsApp (CTWA) ads and direct them into private WhatsApp conversations. How to create Click-to-WhatsApp ads.

How can I view messages sent by end users to my business?

View message details using any of the following methods:

• View message details on the Message List page.

• Set Webhook parameters to receive callbacks for incoming messages and message status updates.

• Use MNS message queue consumption or HTTP batch push to receive SMS status results and user replies. Introduction to and configuration of receipt messages.

How do I register a WhatsApp Business Account (WABA)?

Register and bind a WABA in the Chat App console. You can add new numbers, sync existing numbers, and configure number settings. WABA registration and management.

Do I need a Facebook Business Manager account to use the service?

Yes. A WABA must be linked to a Meta Business Manager (BM) account with completed business verification. BM is Meta's centralized platform for managing ad accounts, Pages, Instagram accounts, pixels, and WhatsApp business assets. Core concepts of WhatsApp.

Can one business register multiple WABAs?

Yes. Each channel binds to one WABA, so managing multiple WABAs requires multiple channels. Before Meta Business Verification, a WABA can register up to 2 numbers; after verification, up to 20. For more than 20 numbers, contact technical support to request a limit increase from Meta. WABA registration and management.

How long does it take to register a WABA?

With Meta's Embedded Signup, WABA registration completes in minutes instead of days.

However, business verification, app review, or Tech Provider registration add time. Review confirmation typically takes 2–3 business days. Delays occur if verification details do not match your business license.

While WABA registration itself is fast, full permissions (template messaging, API access) depend on the progress of business verification and app review.

Can I migrate an existing WhatsApp Business Account to Alibaba Cloud?

Yes. You can migrate a phone number from another BSP to Alibaba Cloud. The number retains its display name, quality rating, messaging limits, official business account status, and all previously approved high-quality message templates. Number migration.

What message types does Chat App support?

Supported message types vary by channel. For example, WhatsApp supports text, images, videos, documents, button templates, list templates, and rich media cards.

What are WhatsApp template messages and why do they require review?

Template messages are predefined, formatted messages used to initiate contact with users outside of a 24-hour session window. They must be reviewed by Meta to ensure compliance.

How long does a WhatsApp template message review usually take?

A review usually takes less than 24 hours, but complex templates may take longer.

Can I send marketing template messages?

Yes, but users must opt in first. Set the template type to "Marketing" when creating it. Note that Meta may reclassify the template type based on content during review — for example, a marketing template might be changed to a transactional template, or vice versa. Check the current type before sending.

How can I increase the approval rate for my templates?

Avoid promotional or sensitive words, clearly state user intent, use clear variables, and follow Meta's best practices.

Can I edit a WhatsApp message template after it is approved?

You can edit an approved template up to 10 times within 30 days, or once every 24 hours. Rejected or paused templates have no edit limit.

Can I delete a WhatsApp message template?

Yes. Delete unused templates in the console.

Is development required to use Chat App?

Basic features are available in the console UI. For advanced scenarios, use RESTful APIs or Webhooks.

Does the API support unified calls across multiple channels?

Yes. A single set of APIs can send messages to different channels, such as WhatsApp, Viber, Instagram, and Messenger.

Does it support webhooks for receiving receipts and user messages?

Yes. Configure a webhook to receive message status updates (delivered, read) and user replies.

How can I implement multi-turn conversations or auto-reply bots?

Use the built-in visual flow orchestrator to build conversation logic with drag-and-drop components — no coding required. WhatsApp AI assistant configuration process.

Can I integrate a custom large language model (LLM)?

Yes. Integrate mainstream LLMs such as GPT and Qwen, or Model Studio agent applications. Ensure AI is scoped to specific business scenarios to avoid your number being blocked. Natural language generation.

Does it support automatic assignment to human agents?

Yes. The Chat App CPaaS platform can transfer conversations to human agents when AI cannot resolve a request. Contact your account manager to activate CPaaS.

How is Chat App billed?

Billing is based on message volume. Prices vary by country, region, and message type. Service pricing.

On the Alibaba Cloud International site (www.alibabacloud.com), WhatsApp and Viber channels incur both official platform fees (charged by Meta/Viber) and Alibaba Cloud service fees. Instagram and Messenger currently have no message or service fees.

Is billing different for messages inside and outside the session window?

Yes. For WhatsApp, messages within the 24-hour session window are exempt from message fees — only service fees apply.

Is there a free quota or trial?

Yes. New enterprise users receive a free trial quota of 50,000 points. Claim it here.

How can I view my bills and usage details?

View bills and usage details in the Alibaba Cloud User Center or in the Bill Inquiry section of the Chat App console.

Why is the registration button on the WABA registration page grayed out and unclickable?

Chat App checks network connectivity to Meta before registration. A grayed-out button means Meta is unreachable. Try opening the official Meta website to verify.

Why can't I complete Meta Business Verification when creating a WABA?

Embedded Signup does not include Meta Business Verification. Log on to Facebook directly to complete business verification.

Why are my messages failing to send?

Check the API error codes page to identify the specific error. Beyond code issues, some channels restrict sending to certain countries. WhatsApp messages cannot be sent to or received from: North Korea, Syria, Iran, Cuba, Sudan, and Türkiye.

What should I do if my Facebook account is blocked?

Facebook may block accounts that remain inactive or were registered with false information. To keep your account active and retain access to Meta Business Manager:

• Use a real profile picture and fill in accurate personal information when registering.

• Log on to your Facebook account at least once a week and perform an action to maintain activity.

• Prolonged inactivity may cause the system to block your account permanently. A blocked account cannot be unblocked. Facebook sends a warning email before blocking. If you receive this email, log on immediately and perform an action.

• Set up multiple administrators in Meta Business Settings as a backup. Go to Meta Business Settings > Users > People and click Invite People.