📘
Sinch | Documentation Global
  • Introduction
  • Glossary
  • GETTING STARTED - MENU
    • Sinch Messaging Platform
      • Login, Language & Menu
      • Account & Settings
      • Dashboard
      • Contacts
      • Groups
  • Credits and limits
    • Signing of plans
    • Limits
  • Send a message
    • Send a fast message
    • How to Send a Message
    • How to Set Up a File
    • Mapped errors
    • Campaigns
    • Correlation ID
    • Tracking Sent Messages
    • Cancelling a Message
    • Character Limit Setting
    • MM2: New Report: Chat (MT + MO)
    • SMS Report > RCS
  • Reports
    • Viewing & Exporting Reports
      • New WhatsApp Conversation report
      • Getting to know the new reports
    • Saved Reports
    • WhatsApp Lists
    • Billing Report
  • Permission
    • System User Role
    • Managing Customers | Subaccounts
    • Permission Levels
    • Subaccounts & Users
    • IP Restriction
    • Two-step Verification
  • SMS
    • SMS Template
    • SMS BOT
  • RCS
    • RCS (Native)
  • WHATSAPP
    • WhatsApp Embedded Signup
      • Prerequisites
      • Registering your WhatsApp Number
      • Verifying your Company on Business Manager
      • Potential Errors During the Embedded Signup Flow
    • Human Assistance Policy
    • WhatsApp Guidelines
    • Instructions & Good Practices
      • Channel Rules
      • Learn More About Tiers
      • Good Practices
    • WA Template - What Is It?
    • Registering a Template
    • Deleting a WA Template
    • WhatsApp Account Settings
    • WhatsApp Dashboard
    • Tech Providers - What is it and how does it work?
  • IA CONVERSATIONAL
    • Planning your bot
    • Creating a new bot
    • Adding content to your bot
      • Detecting information in expressions
      • Asking user info through input validation
      • Flow navigation with variables
    • Bot dialogs
      • Bot message
      • Go To
      • Input Validation
      • Action
    • Publishing & platform URLs FAQ
  • TECHNICAL DOCUMENTATION
    • API & Integrations
      • Introduction - Integrations
      • SMS API
      • Email API
      • Fallback API
      • WhatsApp API
      • WhatsApp Groups API
      • Listing Message Templates
      • WhatsApp Interactive API
      • WhatsApp Lists via API
      • WhatsApp Messaging via SFTP
      • Campaigns API
      • TTL - Time to Live
      • Webhook
  • SUPPORT
    • Status
    • Glossary - Status Page Components
    • Support
  • STATUS PAGE
    • Components status page
      • Integrations
        • SMPP
        • Web service API
        • Web Interface
      • Callback / Delivery Report
        • Webhook DLR (delivery to handset)
        • SMPP DLR (delivery to handset)
        • SMPP Callback (delivery to carrier)
        • Webhook Callback (delivery to carrier)
      • OPERATORS
      • WhatsApp Sending messages to the user (MT)
        • Internal Queues MT
      • WhatsApp Receiving User Messages (MO)
        • Internal Queues (MO)
Powered by GitBook
On this page
  • It Is Important to Always Observe Channel Restrictions;
  • Be Mindful of Your End Customer’s Needs:
  • Creating Templates
  • Human Assistance

Was this helpful?

  1. WHATSAPP
  2. Instructions & Good Practices

Good Practices

PreviousLearn More About TiersNextWA Template - What Is It?

Last updated 3 years ago

Was this helpful?

In order to maintain a high quality and be able to upgrade your tier, we recommend some good practices:

  • Always check if your messages follow the .

  • Only send messages to users who have accepted to receive messages from your company. Carefully check your base:

  • Quality base: Your base needs to be recent and have a WhatsApp opt-in. (Users who have interacted with the brand in less than 4 months, preferably having specifically opted in to this channel. The amount of phone numbers required depends on which tier you wish to reach.)

  • Create highly personalized messages that are useful for users.

  • Avoid sending overly vague introductory or welcome messages.

  • Take frequency into account: avoid sending too many messages per day to customers. Be careful when preparing informative messages, being mindful of content optimization and conciseness.

It Is Important to Always Observe Channel Restrictions;

  • Sending spam, fraud, or unsolicited publicity (consent) is forbidden;

  • Do not create games involving competition or luck;

  • Tobacco items and related paraphernalia;

  • Alcohol;

  • Unsafe ingestible supplements;

  • Animals: businesses may not transact in the sale of any animals;

  • Adult products or services;

  • Weapons, ammunition, or explosives;

  • Illegal products or services;

  • Drugs, whether prescription, recreational, or otherwise;

  • Medical and healthcare products;

  • Body parts and fluids;

  • Items or products with overtly sexualized positioning;

  • Real money gambling services;

  • Dating services;

  • Products or items that facilitate and/or encourage unauthorized access to digital media;

  • Digital and subscription services, including links to or processing of any subscription sales, renewals, or upgrades;

  • Real, virtual, or fake currency;

  • Third-party infringement.

Be Mindful of Your End Customer’s Needs:

  • Having your customer’s confirmation (opt-in) is the first step to preventing an increase in your block rate;

  • Draft, publish and make available your Privacy Policy.

  • The customer is the center of the entire operation and must see value in every interaction on WhatsApp;

  • Paying attention to the communication guideline is essential (message frequency and quality of each message’s content);

  • Human referral: the assistance transfer done by your company’s bot or team should be easy and transparent so that the end customer will always have the solution they seek in the channel.

  • Opt-out: Always let your customer know that they can always enter EXIT to stop receiving messages, in all templates you actively send them. (this prevents blocks and values your customer’s freedom.)

  • Keep your bot in line with the WA guidelines;

  • Periodically check the quality of your solution;

Creating Templates

Words that should be avoided when creating templates:

Always watch out for:

  • Abusive content;

  • Formatting errors;

  • Grammar mistakes;

  • Allow your customer to let you know that they are not the customer you think, e.g.: "I am not Caroline"

  • Conduct A/B message tests to better explore your best-performing messages.

Human Assistance

  • It is mandatory that the path for your customer to obtain human assistance is clear, within WhatsApp.

  • Ways to escalate to human assistance accepted within WhatsApp’s policy:

  • Human Referral within the channel (we suggest this one, as it makes your customer’s life easier.)

  • A message clarifying the ways your customer can contact a Human: Directing them to a phone number, email or web form to open a ticket or directing them to a Physical store.

E.g.: Hello, to speak to one of our agents please call: XXXXXX

E.g.: Hello, to speak to one of our agents please email: XXXXXX

NOTE: Failure to comply with this policy will impact the quality of your channel and, if not resolved, it can impact your tier (causing it to be downgraded).

For more information: ​

Make sure your messages follow the .

Do not send content that goes against the .

For more information:

WhatsApp Business Policy
https://www.whatsapp.com/policies/commerce-policy/
WhatsApp Business Policy
WA Commerce Policy
https://www.whatsapp.com/policies/business-policy/