Chat App Message Service:FAQ

What is Chat App Message Service?

Chat App Message Service is a global intelligent messaging engine from Alibaba Cloud for enterprises. It supports unified outreach through multiple channels, such as WhatsApp, Messenger, Instagram, Viber, SMS, and email.

What channels does Chat App support?

Chat App supports mainstream communication platforms such as WhatsApp, Facebook Messenger, Instagram, Viber, SMS, and email. To use SMS and email, you must activate the corresponding Alibaba Cloud services: Short Message Service console and Direct Mail.

Is Chat App an official WhatsApp solution provider?

Yes. Alibaba Cloud is an official WhatsApp Business Solution Provider (BSP) certified by Meta. You can view this in the Meta Partner Directory: Partner Directory.

What industries is Chat App suitable for?

Enables global enterprises to reach users worldwide in industries such as E-commerce, retail, finance, logistics, healthcare, education, and tourism.

Can I use Chat App for ad traffic?

No. However, enterprises can use Chat App to handle users from click-to-WhatsApp (CTWA) ads and direct them to WhatsApp for private domain operations. For more information, see How to create a click-to-WhatsApp ad.

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

You can view message details in one of the following ways.

• View message details on the Message list page.

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

• Use MNS message queue consumption mode or HTTP batch push mode to receive text message status results and user replies. For more information, see Introduction to and configuration of receipt messages.

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

You can register and bind a WABA through the Alibaba Cloud Chat App console. This process includes adding new numbers, syncing numbers, and configuring number settings. For more information, see WABA registration and management.

Do I need an existing Facebook Business Manager to use the service?

Yes. You must have a Facebook Business Manager (BM) account and complete the organization validation. BM is a centralized management platform from Meta (Facebook) for businesses to manage ad accounts, Facebook Pages, Instagram accounts, Pixels, and WhatsApp business assets. A WABA must be bound to a Business Manager. For more information, see Core concepts of WhatsApp.

Can an enterprise register for multiple WABAs?

Yes, but note the following: Each channel can be bound to only one WABA. To manage multiple WABAs, you must create multiple channels. In addition, a WABA that has not passed Meta's enterprise verification can register a maximum of two numbers. After verification, you can manage up to 20 numbers. To add more than 20 numbers, contact technical support to request a scale-out from Meta. For more information, see WABA registration and management.

How long does it take to register a WABA?

Using Meta's official embedded signup tool, you can shorten the registration process for a WhatsApp Business Account (WABA) from several days to just a few minutes.

However, the overall time will be longer if the process involves steps such as enterprise verification, app review, or Tech Provider registration. For example, after you submit an app for review, it usually takes 2 to 3 business days to receive confirmation from Meta. Delays may also occur if the enterprise verification information does not match the business license.

Therefore, while registering the WABA itself is quick, obtaining full permissions, such as sending template messages and accessing the API, depends on the progress of your enterprise verification and app review.

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

Yes. Number migration allows customers to move phone numbers registered with other BSPs to Alibaba Cloud. After migration, the phone number retains its original display name, quality rating, messaging limits, Official Business Account status, and all previously approved high-quality message templates. For more information, see Number migration.

What message types does Chat App support?

Different channel types support different message types. 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 need review?

Template messages are predefined, formatted messages used to proactively reach users outside the 24-hour session window. They must be reviewed by Meta to ensure compliance.

How long does WhatsApp template message review usually take?

The review usually takes less than 24 hours. However, complex templates may take longer.

Can I send marketing template messages?

Yes, but users must opt-in to receive marketing messages beforehand. When you create the template, you must also mark the template type as "Marketing". Meta may dynamically adjust the template type based on its content during the review. For example, a marketing template might be changed to a transactional template, or vice versa. You must check the current template type before sending.

How can I increase the approval rate for my templates?

To increase the approval rate for your templates, avoid promotional sensitive words, clarify user intent, use clear variables, and follow Meta's best practices.

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

According to the rules of WhatsApp, you can modify an approved message template up to 10 times in 30 consecutive days (or once every 24 hours). The number of times that you can modify a rejected or paused message template is not limited.

Can I delete a WhatsApp message template?

If you no longer use a WhatsApp message template, you can delete it in the Chat App Message Service console.

Is development required to use Chat App?

You can configure basic features through a visualization interface. You can implement advanced scenarios by calling RESTful APIs or using webhooks.

Does the API support unified calls for multiple channels?

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

Does it support webhooks for receiving receipts and user messages?

Yes. You can configure a webhook address to receive message statuses, such as delivered and read, and user replies.

How can I implement multi-turn conversation auto-replies or bots?

You can use the built-in visual flow orchestrator. Drag and drop components to build conversation logic without coding. For more information, see WhatsApp AI assistant configuration process.

Can I integrate custom large models?

Yes. You can integrate mainstream large language models (LLMs) from China and other countries, such as GPT and Qwen, or Model Studio agent applications to provide personalized intelligent services. Ensure that AI is used for specific business scenarios to avoid having your number blocked for general use. For more information, see Natural language generation.

Does it support automatic assignment to human agents?

Yes. Enterprises can use the Chat App CPaaS platform. When the AI cannot handle a query, the query can be seamlessly transferred to a human agent. To activate CPaaS, contact your account manager.

How is Chat App billed?

Billing is based on the actual volume of messages sent. Prices vary by country or region and message type. For more information, see Chat App Message Service pricing.

For WhatsApp and Viber channels on the Alibaba Cloud International Website (www.alibabacloud.com), charges include official platform fees from Meta and Viber, along with service fees from Alibaba Cloud. Instagram and Messenger are temporarily free of message and service fees.

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

Yes. For WhatsApp, messages sent within the 24-hour session window are free of message fees. Only a service fee is charged.

Is there a free quota or trial?

New enterprise users are offered a free trial quota of 100,000 points, which can be claimed here.

How can I view my bills and usage details?

You can view them in the Alibaba Cloud User Center or under "Bill Query" in the Chat App console.

Why is the register button on the WABA registration page gray and unclickable?

To ensure that you can complete registration quickly, Chat App automatically checks your network connectivity to Meta. If the register button is gray, your network connection to Meta is unavailable. Log on to the official Meta website to check if you can open the page.

Why can't I complete Meta enterprise verification when creating a WABA?

The embedded signup process does not include the Meta business verification flow. You must log on to the official Facebook website to complete enterprise verification.

Why do my messages fail to send?

Message sending can fail for several reasons. You can refer to the API error codes page to identify the error. In addition to code issues, some channel types have sending restrictions for certain countries or regions. Currently, WhatsApp messages cannot be sent to or received from phone numbers in the following countries: North Korea, Syria, Iran, Cuba, Sudan, and Türkiye.

What should I do if my Facebook account is disabled?

Your Facebook account may be disabled if you do not use it for a long time or if you register with false information. To prevent being unable to log on to Meta Business Manager because your account is disabled, follow these suggestions when you use Meta services:

• When you create a Facebook account, upload a real profile picture and fill in as much of your personal information as accurately as possible.

• Log on to your Facebook account at least once a week and perform an operation on the page to maintain your account's popularity.

• If you do not log on to your Facebook account for a long time, the system will assume it is no longer in use and disable it. A disabled account cannot be unblocked. Before your account is disabled, an email is sent to the mailbox you provided during registration. If you receive this reminder email, log on to your Facebook account and perform an operation on the page as soon as possible.

• Set multiple administrators in Meta Business Settings to provide help if an administrator cannot log on. To add an administrator, go to Meta Business Settings, select Users > People, and then click Invite People on the right side of the page.