Chat App Message Service:FAQ about Chat App Message Service

What is the Chat App Message Service?

The Chat App Message Service is a global, intelligent messaging engine from Alibaba Cloud that lets you reach customers through a unified API across multiple channels, including WhatsApp, Messenger, Instagram, Viber, SMS, and email.

What channels does Chat App Message Service support?

It supports major communication platforms, including WhatsApp, Messenger, Instagram, Viber, SMS, and email. To use SMS and email, you must activate the corresponding Alibaba Cloud services: Short Message Service and Direct Mail.

Is Chat App Message Service an official WhatsApp Business Solution Provider?

Yes. Alibaba Cloud is an official WhatsApp Business Solution Provider (BSP) certified by Meta. You can find us in the Meta Partner Directory.

What industries is Chat App Message Service suitable for?

It is ideal for global businesses that need to reach users worldwide, including those in E-commerce, retail, finance, logistics, healthcare, education, and tourism.

Can I use the Chat App Message Service for advertising?

No. However, you can use the service to manage user traffic from Click-to-WhatsApp Ads (CTWA) and route them to WhatsApp for one-on-one conversations. For more information, see Create Click-to-WhatsApp ads.

How can I view messages sent by users to my business?

View message details in any of the following ways.

• View message details on the Message list page.

• Configure Webhook parameters to receive inbound messages and message status updates through callbacks.

• Use Simple Message Queue (SMQ) consumption mode or HTTP batch push mode to receive message delivery results and user replies. For more information, see Configure message receipts.

How do I register a WhatsApp Business Account (WABA)?

Register and bind your WhatsApp Business Account (WABA) through the Chat App console. This includes adding phone numbers, syncing existing numbers, and configuring number settings. For more information, see Register and manage WABA.

Do I need a Facebook Business Manager account to use the service?

Yes. You must have a verified Facebook Business Manager (BM) account. BM is a centralized platform from Meta (formerly Facebook) that lets businesses manage ad accounts, Facebook Pages, Instagram accounts, Pixels, and other business assets, including your WABA. Your WABA must be linked to your BM account. For more information, see Core concepts of WhatsApp.

Can a business register multiple WABAs?

Yes. Each channel can only be bound to one WABA. To manage multiple WABAs, you must create multiple channels. Additionally, a WABA without Meta business verification can register a maximum of two numbers. After verification, your WABA can support up to 20 numbers. If you need more than 20, contact technical support to request an increase from Meta. For more information, see Register and manage WABA.

How long does it take to register a WABA?

Using Meta's official Embedded Signup tool, the WABA registration can typically be completed in just a few minutes, down from several days.

However, the overall timeline may be longer if the process involves business verification, app review, or Tech Provider registration. For example, app review by Meta usually takes 2 to 3 business days. The business verification process can also be delayed if the information you provide does not match your legal business documents.

Therefore, while the WABA registration itself is fast, gaining full access to send message templates and use the API depends on completing your business verification and app review.

Can I migrate existing WABA phone numbers to Alibaba Cloud?

Yes. The phone number migration feature allows you to move a phone number registered with another BSP to Alibaba Cloud. After migration, the phone number retains its display name, quality rating, messaging limits, Official Business Account status, and all previously approved, high-quality message templates. For more information, see Migrate phone numbers.

What message types does Chat App Message Service support?

Supported message types vary by channel. For example, WhatsApp supports text, images, videos, documents, buttons, lists, and rich media cards.

What are WhatsApp message templates, and why do they require review?

A message template is a pre-approved, formatted message that you can use to initiate conversations with users outside the 24-hour conversation window. All templates must be reviewed by Meta to ensure they comply with its policies.

How long does a WhatsApp message template review usually take?

Review is typically completed within 24 hours, but complex templates may take longer.

Can I send marketing message templates?

Yes, but only if the user has explicitly opted in to receive them. When creating the template, you must select the "Marketing" category. Meta may change the category during the review process based on the content. For example, a template submitted as "Marketing" might be recategorized as "Utility," or vice versa. Check the current category of your template before sending.

How can I improve the approval rate of my message templates?

Avoid sensitive promotional words, clearly state the intent, use clear variables, and follow Meta's best practices.

Can I edit a WhatsApp message template after it has been approved?

According to WhatsApp rules, an approved template can be edited up to 10 times within a 30-day period or once every 24 hours. The number of edits for rejected or paused templates is unlimited.

Can I delete a WhatsApp message template?

If you no longer need a message template, delete it in the console.

Is development work required to use Chat App Message Service?

Basic features can be configured using the visual interface without coding. For advanced scenarios, you can use the RESTful API and Webhooks.

Does the API support unified calls across multiple channels?

Yes. A single set of APIs allows you to send messages to different channels, including WhatsApp, Viber, Instagram, and Messenger.

Does the service support Webhooks for receiving delivery receipts and Mobile Originated (MO) messages?

Yes. You can configure a callback URL to receive message status updates, such as delivered or read, and user replies.

How can I implement a multi-turn chatbot?

Use the built-in Chat Flow to create conversation logic by dragging and dropping components, with no coding required. For more information, see Configure a WhatsApp AI chatbot.

Can I integrate a custom large language model (LLM)?

Yes. Mainstream LLMs, such as ChatGPT and Tongyi models, or applications built in Alibaba Cloud Model Studio, can be integrated to create personalized AI services. Ensure that your AI application is limited to specific business scenarios to avoid having your phone number banned. For more information, see Natural language generation.

Does the service support automatic handoff to human agents?

Yes. You can use the Chat App Message Service's CPaaS platform to seamlessly hand off conversations to a human agent when the AI cannot resolve an issue. To activate CPaaS, contact your business manager.

How is the Chat App Message Service billed?

Billing is based on the volume of messages sent. Prices vary by country/region and message type. For details, see Service pricing.

For WhatsApp and Viber channels (on our international site), charges include both the official platform fee from Meta or Viber and an Alibaba Cloud service fee. Currently, Alibaba Cloud does not charge messaging or service fees for Instagram and Messenger.

Is billing different for messages inside and outside the conversation window?

Yes. For WhatsApp, messages sent within the 24-hour conversation window are exempt from message fees; only the service fee applies.

Is there a free tier or trial?

New business users are eligible for a free trial quota of 50,000 points. You can claim here.

How can I view my bills and usage details?

You can view them in the Expenses and Costs console or in the Bill Query section of the Chat App Message Service console.

Why is the register button on the WABA registration page gray and unclickable?

To ensure that you can complete registration, Chat App automatically checks your network connectivity to Meta. If the register button is gray, your network connection to Meta is unavailable. Log on to the official Meta website to check if you can open the page.

Why can't I complete Meta business verification when creating a WABA?

The Embedded Signup flow does not include Meta business verification. You must complete this step on the official Facebook website.

Why are my messages failing to send?

Message delivery can fail for several reasons. Refer to the Error codes to diagnose the problem. In addition to code-related issues, some channels have sending restrictions for certain countries or regions. Currently, WhatsApp messages cannot be sent to or received from phone numbers in the following countries: Cuba, Iran, North Korea, Sudan, Syria, and Türkiye.

What if my Facebook account is suspended?

Your Facebook account may be suspended for prolonged inactivity or for using false information during registration. This would block access to your Meta Business Manager. We recommend that you follow these best practices when using Meta services:

• When you register your Facebook account, upload an authentic profile picture and complete your personal information accurately.

• Log in to your Facebook account at least once a week and engage with content to signal that the account is active.

• If you do not log in for an extended period, Meta may flag your account as inactive and suspend it. A suspended account cannot be recovered. Before suspension, Facebook sends an email to the address you used for registration. If you receive one, log in immediately to prevent suspension.

• Assign multiple administrators in your Meta Business Settings. This provides a backup if an administrator's account is suspended or locked. To do this, go to Settings in Meta Business Suite, click People in the left menu. Then, click Invite people in the top right.