Statuses of my WhatsApp Business API channel

Once you have linked your WhatsApp Business API channel to Trengo with our business partner 360dialog, it can have three statuses:

  1. Sandbox
  2. Extended Sandbox
  3. Live

In this article, we explain the differences between these statuses and what you need to do to get to the next status.

1. Sandbox

The first status a request can have is the "Sandbox" status. This means that the number is connected, but you didn't start the Facebook verification process yet. When you have the Sandbox status, there are limitations for the amount of conversations you can have:

  1. Templates: Per day you can send templates to a maximum of two phone numbers and each of these can receive a maximum of 10 templates. This limit will be renewed every day. This means that if you have already sent templates to two numbers today, you can send new templates to new numbers tomorrow.
  2. Regular responses: You can respond to customer questions within 24-hours to up to 10 phone numbers per day. There is no limitation to the number of messages you can send to these 10 phone numbers. Did phone number 11 try to reach out to you? No worries, you will still see these messages coming in, but you will not be able to respond by WhatsApp to these people today. This limit will also be reset daily, so the next day you can have up to 10 conversations with 10 different numbers again.

💡 Good to know: If you send out templates to two phone numbers, and these customers respond, these conversations will be included in the 10 phone numbers for the regular responses.

2. Extended Sandbox

Your WhatsApp Business channel will gain the status "Extended Sandbox" once your Facebook Business page has been approved, but your Whatsapp Business has not yet been approved by WhatsApp. Most of the time, once your Facebook Business has been approved, WhatsApp's approval will follow soon. In a few cases, Whatsapp might request some extra information. But we will keep you informed of this within the dashboard.

During the Extended Sandbox status, you can have:

  1. Templates: Per day you can send templates to a maximum of two phone numbers and each of these can receive a maximum of 10 templates. This limit will be renewed every day. This means that if you have already sent templates to two numbers today, you can send new templates to new numbers tomorrow.
  2. Regular responses: You can respond to customer questions within 24-hours to up to 1500 phone numbers per day. There is no limitation to the number of messages you can send to these 1500 phone numbers. Did phone number 1501 try to reach out to you? No worries, you will still see these messages coming in, but you will not be able to respond by WhatsApp to these people today. This limit will also be reset daily, so the next day you can have up to 1500 conversations with 1500 different numbers again.

💡 Good to know: If you send out templates to two phone numbers, and these customers respond, these conversations will be included in the 1500 phone numbers for the regular responses.

3. Live

Once your Facebook Business account has been verified and Whatsapp has approved your Whatsapp Business account you gain full access! 🎉

This means that there will be no more limitations on the number of templates you can send or the number of conversations you can have!

💡 Verify your Facebook Business account within 30 days!

It is important to start your Facebook Business verification as soon as possible. In most cases, the account will be verified the same day as the process has been started, but in some cases, this may take some time.

If the business isn't verified by Facebook or approved in the WhatsApp Commerce Policy within 30 days, the number will go offline. This means that your number can still be reached by your customers, but incoming messages will not be shown in Trengo and thus you will not be able to answer them. You can still continue your application and get access later.

Need more information about verifying your Facebook Business account? Have a look at this article or reach out to us!