Answer: Connecting the WhatsApp integration to your CRM is free. Messages in WhatsApp chats count toward the overall limit of your plan.
However, the integration operates through the Twilio platform, which charges a separate fee for sending messages — this is billed directly through your Twilio account.
We recommend checking the current rates on the Twilio website in advance.
Approximate Twilio rates for Ukraine:
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$5.00 per 1,000 messages — within an active conversation (up to 24 hours after the customer’s last message);
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$26.20 per 1,000 messages if you initiate the conversation or respond after 24 hours — Utility templates;
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$91.00 per 1,000 messages — Marketing templates.
Answer: Yes, to link your personal WhatsApp number, follow the instructions.
Answer: If the number is used in a business or personal WhatsApp account, you must delete the WhatsApp account from the app — this is a Meta requirement. After that, it is recommended that you uninstall the app itself to avoid errors and confusion.
How to migrate to Twilio:
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While following the instructions, you create a new WhatsApp Business account (WABA) in Twilio;
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Enter the same phone number that is already registered and verify it;
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Meta automatically detects that the number is already registered and initiates a background data transfer process: number, name, message limits, quality score, and official business account status (if applicable).
Answer: Yes, you need to use registered and verified message templates. When you send a template from the CRM — either manually or via triggers — that is linked to a WhatsApp template, the corresponding WhatsApp template will be sent.
Answer: If you have linked a message template in the CRM to a registered WhatsApp template, the text will always be sent from the WhatsApp template.
If the WhatsApp template contains variables, only those variables will be used from the CRM template.
We recommend always verifying that the template in both systems is identical and that variables are correctly included. This will reduce the likelihood of sending errors and confusion in chats.
Answer: To prevent spam, Meta imposes restrictions on replies in WhatsApp starting from the time of the user’s last interaction with the company in the chat.
If 24 hours have passed since the customer’s last reply, you can only send a registered and verified message template. Additionally, you can only send a second message after receiving a reply from the customer.
Answer: WhatsApp may reject a template for a variety of reasons. For the latest information, see the official documentation. Based on this, we have compiled key recommendations that you should follow.
Answer: If a customer quotes your message, it will appear in the chat. However, the ability to reply from the CRM while quoting a customer's message has not yet been implemented.
Answer: An error occurs if you send a message template without the variable data that WhatsApp expects.
For example, the WhatsApp template has 4 variables, and the CRM template also has 4 variables. But if one of the fields is empty and no value is inserted into the template, you will receive an error.
Answer: You may receive a warning about a violation or have the sender blocked entirely if the WhatsApp Business platform policy is violated or if spam is detected.
Accounts may be restricted or blocked depending on the number and severity of the issues. Specific restrictions can be viewed on the Business Support homepage, along with information on next steps and how to request a review for a specific policy violation.
