Statuses of my WhatsApp Business channel

Once you have linked your WhatsApp Business channel to Trengo, 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 to get to the next status. 

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 are in the Sandbox state, there are limitations for the number 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.
    Got reached out by phone number 11 or beyond?
    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. 

๐Ÿ’ก 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.

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 Business. 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 our dashboard. 

During the Extended Sandbox status, you will 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.
    Got reached out by phone number 1501 or beyond?
    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.

๐Ÿ’ก 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.

Live

Once your Facebook Business account has been verified and Whatsapp has approved your Whatsapp Business account you gain full access! ๐ŸŽ‰ 

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 request within 30 days! 

It is important to start your Facebook 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 you cannot respond to them via Whatsapp.

My Facebook Business verification is rejected, what to do now? 

If your request for verification of your Business account was rejected by Facebook, they will likely send you an email that says that the documents you attached didn't pass the verification process.

To know more information about the rejection, navigate to your Facebook Business Manager โ†’ Security Center โ†’ Contact Facebook. This will be shown below the Business verification state: 


This will create a new page that shows a little more information on why your Facebook Business Account has been rejected. Something similar to this: 


By clicking on the โ€˜Read Moreโ€™ button, you can start interacting directly with Facebook Support to find out what is missing or which documents are not correct, so you can correct them as soon as possible. 

If you still cannot work out the Facebook Business Verification, feel free to reach out to team@trengo.com, so we can help you to sort things out.