GUIDELINES, ERROR HANDLING & PRE-REQUSITES
Objective & Overview
The idea here is for every Customer Success individual to follow on the best practices which are defined to make the customers aware on what works on the product and what doesn’t. These practices will make the customers stick to the product in the long run and CS team to grab the attention of the customers to meet their satisfaction levels.
The underlying points are very important for the customers to be aware for them to use the services more frequently.
WhatsApp API
SMS
RCS
Voice Call
Bulk WhatsApp
WhatsApp API
Most of the error are caused in this product are due to the following reasons which users are not kept aware of the Best Practices:
To connect to the Business WhatsApp, the number should either be new or it should be deleted from the WhatsApp Completely. It is not possible to use the phone in both ways on your phone and Business WhatsApp, so it is recommended to back up your data before deletion.
Use the Image formats with .jpg/.png/.jpeg and size should be 512x512 Kb
All the media files (Image/Video/ Document) to be to be send in the form of the respective links
Template body to be <=1000 characters
Template buttons to be <=20 characters
No double spaces with in the paragraph (Template Body)
Button/URLs/Phone numbers contained in the template should not contain more than 3 nos.
Be aware of the Utility and Marketing messages before sending them for approval. If any Promotional language found to be sent for an approval for Utility. That gets automatically re-categorized under the marketing by the Meta itself.
Display Name must contain the brand name or the legal name that is coherence to the website domain or the brand. Violating this can let to display name rejection. Please read more on the display name guidelines
Meta has 3 tiers for the Messaging limits. Every number that is newly registered with Meta cannot exceed sending more than 2000 messages. Doing so, Meta will flag that number and reduce the messaging limit or even could block the phone number. Messaging limit can be scaled complying to the Meta policy and to read more!
Note: Please be aware that the business verification, Facebook Account Block or the compliance policy are strictly followed by the guidelines provided by the Meta. Bhash Software Labs is not accountable for any wrong doings with in your account and cannot guarantee anything w.r.t to your Meta Business account and if not aware of the Meta Guidelines.
Pre-requisites for Mets Business Manager Setup
Personal Facebook credentials
Secure Website (Legal name and address shown at the contact us page or footer)
Business Documents to contain Legal Name & Address
GST certificate
Incorporation Certificate
MSME Certificate
Bank Statement
Pan Card
Newly allocated number for Business WhatsApp
Official Email address
It is really important to have all these pre-requisites covered. Failing to meet the above pre-requisites, will direct with the number registration process.
Common Error Messages from Meta:
To know more about the errors’ received from Meta. Find here
SMS
Some of the Best practices below are covered specific to the SMS or sending Bulk SMS:
Characters should not exceed 160 nos. for getting the template approvals. For the characters exceed 160 nos. the charges allocated are 2 credits per SMS.
Any changes made to the already approved template in the DLT portal, shall fails to deliver.
SMS cannot support any media files, for that you would either have to go with WhatsApp or RCS.
If there are any variables present in the DLT all of those variables to be sent in an excel format with the phone numbers. And the content should be as it is.
If a template is approved with a different Sender ID, the message fails to deliver.
The below pre-requisites are a mandate for the for the DLT Registration process.
Pan Card (Mandatory)
DL/ Voter ID/ Passport (Any one is Mandatory)
Note: If Bhash Software labs to do the Sender Id and the Template approval process, there are separate approvals required which takes 2 working days.
RCS
Below are the best practices for the RCS messaging:
Use the Image formats with .jpg/.png/.jpeg and size should be 512x512 Kb
All the media files (Image/Video/ Document) to be to be send in the form of the respective links
Template body to be greater than 160 character to 1000 characters.
Template buttons to be <=20 characters
Media files in RCS should not exceed 5MB.
Button/URLs/Phone numbers contained in the template should not contain more than 3 nos.
It is not recommended to send more than 4 messages to the same phone number in a month.
SIM should be RCS enabled. Customers should have to contact their service provider to enable this.
Pre-requisites for the RCS are as follows:
Website should contain the
T&C page,
Privacy policy Page,
User consent check box
Documents are required from the Business are
Individual: PAN and Voter/Passport/DL (2 Documents)
Sole Prop: GST /MSME and Proprietor Pan Card (2 Documents)
Private/ Public/ Government/ Trust Partnership: Company PAN, Company Address Proof, Director PAN (3 documents)
Any Gazette is not considered a valid document for verification.
Common Errors on RCS:
When the pre-requisites are not met, messages will not be delivered.
When the Best practices are not followed there are high chances the messages will not get delivered to the end users.
Also, any phone number should not have been sent more than 4 times in a month.
Voice Call
To seamless use the voice call services, customers should be aware of the following:
Media file uploaded should be less than 1 MB size.
Media file should not exceed more than 60 seconds. For 30 seconds, 1 credit charges are applicable. Up to 60 seconds, 2 credits will be charged.
Media file should be more than standard 128 Kbps.
Failing to follow the best practices the messages fails to deliver.
Pre-requisites for the Voice call:
Mp3 File not exceeding 30 seconds with 1MB file size.
Bulk WhatsApp
Bulk WhatsApp doesn’t contain pre-requisites & best practices as it is not scalable. However, it is good to know the following:
Bulk WhatsApp is only for a one-way communication.
Any messages that violates the Meta policy, the phone numbers get blocked.
All the users who receive WhatsApp messages have control over taking actions so be cautious of sending any Payment links, Political promotions or Drugs information. This can block the WhatsApp numbers.
All the actions being taken by Meta; Bhash Software Labs has no control over it. It is always good to follow the best practices and stick to the Meta Compliance policies as desired.
Bulk WhatsApp Service Timings
Kindly find the WhatsApp SMS Service Timings:
10AM to 5pm = Monday to Friday
10AM to 4pm = Saturday
Sunday is a holiday.
Delivery Timings: 5 to 6 hours.
Note: All Campaign will be processed between 10:00 AM to 5:00 PM working days. Campaign pushed outside this time will be processed on next working days