Whatsapp Business App FAQs

New customers

Can customers try WhatsApp free of charge? Is there any kind of free trial?
Is there a difference between Community Edition (CE) and Enterprise Edition (EE)?
Can customers who have CE open tickets about WhatsApp?
What happens to actual customers using the old version of the App?
What does a customer who has an old version of WhatsApp need to do to get the new one?
What is the oldest version of that supports Whatsapp?
What do we do with air-gapped customers?

Pricing Details

What costs will the customer have?
Is there any price differentiation for the government?
Can I have more than one number registered? Is there a price difference?
Which taxes are applied on Whatsapp in Brazil?

Billing Model

How are charges made?

App installation

What to register first? 360 Dialog / Facebook?
What are the minimum requirements to be able to register?

Messaging with Whatsapp

How does Whatsapp Template Messaging work?
When to use templates for WhatsApp messaging?
Can I send active messages to the customer?
How do I send active messages to the customer?
How do my agents send active messages to the customer?
After the client replies to an active message, does he go to the agent who sent it?

Technical Questions

How to register a number?

First, you need to copy your newly generated API key on 360Dialog. After that, come back to your Rocket.Chat workspace and click Connect WhatsApp Number.
  1. 1.
    Paste your API key in API Key,
  2. 2.
    Associate this WhatsApp number to a specific Department if you want,
  3. 3.
    Set a Welcome Message if you want,
  4. 4.
    Set a Conversation Finished Message if you want. It is a message sent to your customer when an agent closes the conversation,
  5. 5.
    Set a Default message for offline service if you want. It is a message sent to your customer when no agents are available online,
  6. 6.
    Click Connect,
as shown below:
Your WhatsApp number is now connected to Rocket.Chat, as shown below:
Our documentation about that is here.
Could it be a number that has already been used by an Individual? And a Corporation?
Can it be VOIP / 0800 / Landline?
After using this phone, can I change the number?
After using this phone, can I use it again?
Is there a chatbot for WhatsApp?


How to receive support for WhatsApp?
360 Dialog and Facebook: Who supports it and how?