Frequently asked questions #
Do I need a Meta (Facebook) business account?
Yes. WhatsApp business messaging runs on Meta's WhatsApp Business Platform. You need a Meta Business portfolio, a WhatsApp Business Account and a phone number. The Admin Guide walks through it.
Can I keep using the WhatsApp Business app on my phone?
Yes. With Coexistence, the same number works in the WhatsApp Business app and through the extension. Messages you send from the phone show in CRM as sent from the phone app.
Who pays for WhatsApp messages?
Meta bills conversation charges directly to the payment method in your WhatsApp Manager. The extension subscription is billed separately through Zoho Marketplace. Replies within 24 hours of a customer message are generally free under Meta's current pricing; check Meta's pricing page for your country.
Why can't I send a normal message to some customers?
WhatsApp only allows free-form messages for 24 hours after the customer's last message. Outside that window, send an approved Meta template. See the 24-hour window.
Can I use more than one WhatsApp number?
Yes. Add each number in Settings. Agents pick the sending number in the From menu, and each number has its own keywords and quick replies. Numbers can belong to different WhatsApp Business Accounts.
Which modules does it work with?
Leads, Contacts, Accounts and Deals for chat, Mass Send and workflows. Incoming messages are matched to records by phone number.
What happens when someone not in CRM messages us?
If Create a Lead for unknown numbers is on, a Lead is created and the message is linked to it. Otherwise the message is stored and visible in the Comm Hub Inbox.
Does it support SMS?
SMS, Email, Instagram and Messenger channels are on the roadmap and will appear under Settings when available. Today the extension sends and receives WhatsApp.
Where is my data stored? Is my access token safe?
Messages are stored as records in your own Zoho CRM. The access token is stored on the sender record in your CRM and is only used to call Meta's API. See Security & Data Processing and the Privacy Policy.
How do I handle opt-outs?
Opt-out keywords such as STOP set the contact's WhatsApp consent to Opted Out and block further sends. START opts them back in. You can edit the keywords for each number.
How long does template approval take?
Usually minutes, occasionally up to 24 hours. Click Check status on the template to refresh it.
Troubleshooting #
| Problem | What to do |
|---|---|
| No replies or ticks arriving in CRM | In Settings, check the number shows ✓ Subscribed (click Re-subscribe), and that the Callback URL and Verify Token in Meta match the webhook card exactly, with the messages field subscribed. |
| Message never reaches the customer | Make sure the record's mobile number includes the country code, for example +14155550123. |
| "From · No sender set up" | An admin needs to add an Active WhatsApp number in Settings. |
| Verify fails on a number | Check the Phone number ID (not the phone number) and that the token has the whatsapp_business_messaging and whatsapp_business_management permissions and has not been revoked. |
| Template is missing from the picker | Only Approved templates for the selected From number's WhatsApp account appear. Import it, or click Check status. |
| Sending or loading stopped working everywhere | Open Settings and click Reconnect on the Zoho CRM connection card. |
| Red error box in the top-right corner | Click Copy and send the text to contact@aioautomations.com. |
Error messages #
| You see | Meaning and fix |
|---|---|
| 24-hour window closed | Send an approved Meta template. |
| This contact has opted out of WhatsApp | They sent an opt-out word. Change WhatsApp Consent on the record only if they ask to opt back in. |
| Red Failed badge on a message | Click it to read Meta's reason. Most often a wrong number format, a number not on WhatsApp, or a closed 24-hour window. |
| Pending from WhatsApp (template) | Meta has not approved it yet. Open it and click Check status. |
| Template body locked | Meta templates must be sent exactly as approved. Clear the template to type freely. |
| This template needs an image file | Attach a JPG or PNG (or the file type the header expects) before sending. |
| The merge fields in this message are empty | The record is missing those values. Fill them in or change the message. |
Limits #
| What | Limit |
|---|---|
| WhatsApp text message | 4,096 characters |
| Caption on an attachment | 1,024 characters |
| Meta template body | 1,024 characters |
| Template header text / footer | 60 / 60 characters |
| Template buttons | Up to 10, labels up to 25 characters |
| Chat attachment | 20 MB |
| Template or Mass Send image | JPG or PNG, 5 MB |
| Video / audio | 16 MB (MP4 for a template header) |
| Document | 20 MB (PDF for a template header) |
| Quick replies per number | 20, each up to 1,024 characters |
Contact support #
Email contact@aioautomations.com (Monday to Friday, 9:00 to 18:00 Eastern Time). Include your CRM org name, the record link and a screenshot or the copied error text. Never send your access token. To talk to us, book a meeting: https://aio-automations.zohobookings.in/182377000000030006. More options are on the Support page.