? SOP: Onboarding Business WhatsApp Customers

? Objective:

Provide a clear, step-by-step onboarding process for activating WhatsApp Business API accounts, ensuring customers understand Meta’s policies, timelines, and risks.

✅ Step 1: Customer Qualification

Before onboarding:

  • Confirm the business is legally registered (e.g., GST, MSME ,license).

  • Inform the customer:

    • Meta does NOT approve accounts under individual names.

    • A valid, verifiable business name and official documents are mandatory.

✅ Step 2: Information Collection

Collect the following:

Required Business Details:

  • Business Name (must match official documents)

  • Business Phone Number (not linked to existing WhatsApp)

  • Business Email Address

  • Business Website

  • Facebook Business Manager ID / Facebook Account

Verification Documents (any one or combination):

  • GST Certificate / Business License

  • Certificate of Incorporation

  • MSME (Udyam Registration)

⚠️Meta may reject incomplete, inconsistent, or unverifiable applications.

✅ Step 3: Profile Setup

Explain the process:

  • WhatsApp Business API is configured via Facebook Business Manager.

  • Application is submitted to Meta.

  • Review time: typically 24–48 hours, excluding weekends/holidays.

Meta reviews:

  • Business legitimacy

  • Compliance with WhatsApp Commerce & Business Policies

⚠️Communicate possible delays due to weekends/holidays.

✅ Step 4: Approval Communication

After submission:

  • Notify customer via email/WhatsApp:

    • Submission date

    • Expected response time (e.g., “Update expected Monday or Tuesday”)

Set expectations:

  • Meta has final approval authority.

  • Rejected/disabled accounts must be reapplied under a verified business name only.

✅ Step 5: In Case of Account Disablement

If disabled, communicate:

“Your account was disabled by Meta. We have not engaged in policy violations, but Meta’s policies are strict.”
“We will resubmit for review. Accounts under individual names must be converted to business accounts.”

Sample Message:

“We are submitting your account for review. Meta requires all accounts to be under verified business names. If not reactivated, we’ll convert your account to a business package.”

✅ Step 6: Final Activation

After Meta approval:

  • Confirm activation with the customer.

  • Provide onboarding materials:

    • WhatsApp Business Dashboard access

    • Messaging template guidelines

    • Support contact information

? Domains & Website Categories Not Acceptable by Meta

Will be rejected if related to:

  1. Illegal products/services (drugs, weapons)

  2. Adult content/services

  3. Deceptive or misleading content

  4. Unauthorized political/advocacy ads

  5. Hate speech, misinformation, or sensitive topics

  6. Unregulated financial services (e.g., MLMs, crypto, Gaming & trading)

  7. Unverified health treatments

  8. Incomplete or spammy websites

✅ Domains More Likely to Be Accepted

  • Professionally branded businesses

  • SSL-enabled, secure websites

  • Clear products/services listed

  • Accurate contact details that match documents

⚠️ Verification Alert: Website & Business Document Mismatches

Issue

Solution

Business Name Mismatch

Use legal name or provide DBA certificate

Address Mismatch

Match address exactly with documents

Phone Number Mismatch

Use same number across all materials

Email/Domain Mismatch

Use business email (e.g., info@yourbiz.com)

Category/Description Mismatch

Align with registration certificate

No Mention of Business

Add “About Us,” contact info, and services section

Missing T&C / Privacy

Add legal footer pages

Inconsistent Branding

Match domain, logo, display name, and metadata

? What to Do If Domain Mismatch Happens

  1. Update address to match documents.

  2. Add copyright/trademark info to the website footer.

  3. Include phone, registration numbers, tax ID.

  4. Explain domain relationship (via DNS, letter).

  5. Include legal disclaimers and About Us.

  6. Update documents to reflect the correct domain (if possible).

✅ Website Checklist for Verification Success

  • About Us page

  • Contact page

  • Terms & Conditions

  • Privacy Policy

  • Footer includes:

    • Legal business name

    • Business address

    • Phone number

    • Email

    • Copyright:

© 2025 [Your Legal Business Name]. All rights reserved.

✅ Approval for Blue Tick (Verified Badge)

Requirements:

  • Verify business in Meta Business Manager

  • Submit news/press release url links.

Helpful Article Types:

  • Press releases

  • Interviews

  • Feature articles

  • Awards and recognitions

  • Event coverage

  • Trade/industry publication mentions

?Search for: “[Your Name] news” or “[Your Brand] profile” to build a portfolio.





? FAQ for Sales Team — WhatsApp Business Onboarding

? Section 1: Eligibility & Business Name

Q: Can an individual name be used?
❌ No. Meta requires verifiable business names.

“Meta requires WhatsApp API accounts to be under verified businesses. Individual names do not meet compliance standards.”

? Section 2: Document Requirements

Required:

  • Registered business name

  • GST / Trade license

  • PAN (India)

  • Address proof

  • Business phone & email

  • Website

  • Facebook Business Manager ID

⚠️Ensure consistency across all documents.

? Section 3: Review Timelines

Q: How long does approval take?
? 24–48 hours (excluding weekends).

? Section 4: Approval & Rejection

Q: Can approval be guaranteed?
❌ No.

“We assist with documentation; Meta makes the final decision.”

? Section 5: Account Disablement

Q: Why does disablement happen?

  • Suspicious activity

  • Inconsistent data

  • Policy violations

  • Accounts under individual names

“The account must be re-registered under a verified business name.”

? Section 6: Phone Number Reusability

Q: Can the same number be reused if disabled?
Not always. Meta may permanently block it.

Use a dedicated business number.

? Section 7: Preventing Rejection

✅ Tips:

  • Ensure accurate, consistent data

  • Use verified business names

  • Avoid personal numbers

  • Comply with Meta policies

? Section 8: Customer Communication Templates

Approval Delayed:

“Your application is under review by Meta. We expect an update by Monday or Tuesday.”

Customer Frustrated:

“Meta has strict policies. We will resubmit and help ensure compliance for reactivation.”

? Section 9: Our Role & Support

✅ We Provide:

  • Document verification

  • Business Manager setup

  • Application submission

  • Regular updates

  • Resubmission support

Reminder: “We guide the process; Meta handles final approval.”

? FAQ: Display Name Approval

1. Why was my display name rejected?

  • Inappropriate language

  • Brand impersonation

  • Emojis/special characters

  • Doesn’t match official name

  • Too generic or promotional

2. Allowed Display Names:

  • Exact business/brand name

  • Basic punctuation only

  • No slogans, emojis, or promotional text

3. How to get business verified?

  • Claim in Meta Business Manager

  • Upload legal documents

  • Wait for Meta’s approval

4. Can I use emojis/special characters?

❌ No.

5. What if my display name is rejected?

  • Review the reason

  • Make corrections

  • Resubmit or contact support

6. Can I use a nickname or abbreviation?

✅Only if registered officially.

7. Why is verification important?

  • Proves legitimacy

  • Increases approval and trust

8. Display name approval time?

? A few hours to a few days.


? FAQ: Blue Tick (Verified Badge)

1. What is the Blue Tick?

A verified badge showing official WhatsApp Business status.

2. Why is it important?

  • Builds customer trust

  • Confirms authenticity

  • Boosts credibility

3. How to get it?

  • Verify business via Meta

  • Comply with policies

  • Apply via API provider

4. Can all businesses get it?

❌ No. Only notable and verified brands.

5. Is there a fee?

Meta: ❌ No
API Providers: ✅May charge service fee

6. How long does it take?

?Few days to weeks.

7. Can it be removed?

✅ Yes — upon policy violation or verification lapse.

8. What if application is rejected?

  • Review reasons

  • Correct issues

  • Reapply


? FAQ general - WhatsApp Services

  1. What is WhatsApp Business API?
     ? API for templated/interactive messages with media, used for customer communication.

  2. How long does it take to activate?
     ⏳ Generally 2 working days after KYC. The timeline may vary.

  3. Can I get official business verification (blue tick)?
     ✅? We submit the request to Meta. Approval is solely at Meta's discretion.

  4. Can you integrate a chatbot / flow ?
     ? Yes, custom flows and bots are supported.

  5. Can I request WhatsApp campaign reports?
     ? Yes, reports are shared on request.

  6. Can I build a website for my WhatsApp Business?
     ? Yes, we can develop a single-page site in 3–5 working days.