WhatsApp — questions and answers

Getting started

What are the ways to send WhatsApp from BytePhase?

Three: Open in WhatsApp, where you press send yourself (free); BytePhase’s number, which sends on its own with no setup; and your own number, which sends on its own with your shop name. See the 3 ways to send.

Which one should I choose?

Start with BytePhase’s number if you want messages to go out on their own today. Connect your own number when you want your shop name, customer replies in BytePhase, and campaigns. Press-send is fine for a few messages a day. See Which one should I pick?

Is it on my plan?

Sending on WhatsApp works on every plan. WhatsApp campaigns need the Standard plan or higher.

Can I use it outside India?

Not yet. Sending on its own (BytePhase’s number or your own) is available in India for now. Outside India, use Open in WhatsApp, which works everywhere. To ask for access, contact our support team.

Can someone help me set it up?

Yes. Email us or request a callback from the contact section at the bottom of this page, ask our team to set it up with you on a call, or book a free training.

Cost

How much does a message cost?

In India, ₹0.25 per message from your WhatsApp balance, plus WhatsApp’s own charge for that message. On BytePhase’s number, WhatsApp’s charge is taken from your balance automatically too. On your own number, Meta bills it to the card or UPI you add in Meta. WhatsApp sets its charge and changes it from time to time. Pressing send yourself is free.

What is free?

Open in WhatsApp, your replies within 24 hours of a customer’s message, messages you send from your phone, and messages WhatsApp refuses to deliver.

How much balance should I add?

We recommend ₹200 to start, which is also the smallest top-up. The Add balance window shows about how many messages it covers. You can type a bigger amount. GST is added on top. See WhatsApp balance.

Does the balance expire? Can I get a refund?

The balance never expires, even when your plan renews or changes. It can’t be refunded or withdrawn.

Why do I need a card in Meta for my own number?

On your own number, WhatsApp charges for the messages BytePhase sends, and Meta bills those directly. Add a debit or credit card or UPI in Meta when you connect. See Part 4 of connecting.

Your number and your phone

Can I still use WhatsApp on my phone?

Yes. With your own number, the WhatsApp Business app keeps working on your shop phone. Chats show on the phone and in BytePhase. This is how WhatsApp works today; WhatsApp can change its rules, and we’ll update this page if it does.

Which number can I connect?

The number your shop uses on the WhatsApp Business app. If it’s on normal WhatsApp, move it to the WhatsApp Business app first.

Will customers see my shop name?

On your own number, yes. Customers see your WhatsApp Business name and number. On BytePhase’s number, they see BytePhase. WhatsApp decides on the green tick; BytePhase can’t give it.

Will my old chats and contacts come across?

Yes, when you scan the QR code while connecting: your contacts and the last 6 months of chats. Contacts aren’t added as customers until you choose them. See Reply to customers on WhatsApp.

Can I switch between BytePhase’s number and my own?

Yes, whenever you like. Your balance and saved messages stay. On BytePhase’s number, click Choose again. On your own number, click Disconnect.

Can one number be used in two BytePhase accounts?

No. You’ll see “This WhatsApp number is already connected to another BytePhase workspace”. Disconnect it there first.

Blocks and limits

Can my number get blocked?

WhatsApp can limit or block a number when customers block it or report it as spam. Send only useful messages to people who agreed to hear from you, and keep job and invoice messages plain. Read WhatsApp’s Business Messaging Policy and messaging limits.

My number was blocked or limited. What now?

Open your Meta business account and follow what WhatsApp asks there. In BytePhase you may see “WhatsApp will not send from your number yet”. Until it’s fixed, messages open in WhatsApp for you to send by hand. For help with a WhatsApp decision, contact WhatsApp support.

How many messages can I send?

WhatsApp sets a daily limit for each number and raises it as you send good-quality messages. Campaigns are limited to 5,000 people each and 10,000 messages a day.

A customer replied STOP. What happens?

BytePhase stops sending them WhatsApp messages, both campaigns and job or invoice updates. Updates can still reach them by SMS or email.

When a message didn’t go

Why did WhatsApp open instead of sending on its own?

One of these:

• You haven’t chosen BytePhase’s number or connected your own.
• That message’s wording isn’t approved yet, or was changed after approval. See message approval.
• Your WhatsApp balance is empty.
• WhatsApp has stopped your number until you fix something in Meta.

Why didn’t the customer get it?

The customer might not use WhatsApp on that number, might have blocked you or replied STOP, or WhatsApp declined it (common for offers). Check the customer’s mobile number and country code. See WhatsApp not sent.

Why can’t I type a reply?

WhatsApp only lets you type freely for 24 hours after the customer’s last message. After that, send an approved message from the job or invoice.

What does “WhatsApp has stopped accepting this connection” mean?

The link between BytePhase and your number ended, for example after a change in your Facebook or Meta account. Click Connect this number again. Your chats and contacts are kept.

Still have a question?

Use the contact section below, or book a free training.