In order to keep your WhatsApp API account active and not risk having your account banned, here are some simple tips to protect your account:
- Owned lists: make WhatsApp communications, vis-à-vis lists of contacts directly owned by you. Contacting lists of contacts purchased from third parties puts your account at risk.
- Create a history with “hot” customers: avoid sending in the first weeks after activation marketing campaigns to 1000 “cold” customers per day. What you will get is to receive reports and blocks on your account from a large chunk of users. In the first few mailings, it is a good idea to send to the hottest clientele and no more than 500 clients per day so that you receive the fewest reports/blocks possible. Only after you have demonstrated to WhatsApp that your customers appreciate your communications can you move on to contacting even more “cooler” customers.
- Allow the customer to unsubscribe from your lists and stop receiving messages. Below is a link on technical instructions on how to do this: https://support.spoki.it/docs/how-to/come-bloccare-sbloccare-i-contatti-in-automatico/
- If you have a business that tends to receive reports/blocks from customers, it is recommended that you do not send until the Facebook Business Manager’s verification has been completed.
- Recommended sending strategy: send for the first few massive sends (e.g., the first week) to a maximum of 250 contacts per day (if you can identify among your contacts the hottest ones, alternatively it is recommended to send to even less than 250 contacts). After 24h from sending monitor in dashboard whether the account quality is High or Medium, continue with sending. If the quality is low, block subsequent submissions for 7 days. After 7 days, the quality of the account will return to High and you can start sending massive messages to clients again. Once you have completed the first round of mailings to your customer base (and so those who wanted to unsubscribe have already done so) you can move on to contacting as many as 1,000 customers a day, always monitoring the quality of the mailing.
- Nurturing messages: send messages with valuable content to customers, such as with information about your service and industry. Don’t just do aggressive marketing strictly commercial, the customer will get annoyed and report your account.
- Renew templates: reports/blocks are also made on specific templates (as well as to the account), so it is important to renew them from time to time to dilute the percentage of reports/blocks on the same template.
- Do not use typical spam phrases: it is recommended not to use in the messages typical spam phrases e.g. best offer on the market, you were drawn, you won xx, …
- Do not contact customers persistently: it is suggested that the first communication to the customer should be sent in a single message, subsequent messages should be sent only upon response from the customer (e.g., if they click on the template button), and customers who do not respond are advised not to send more than one message every 10 to 15 days. In general, keep your message frequency under control by avoiding sending your customers too many messages per day. Pay attention to informational messages, optimizing their content and length.
In general, whenever you create an automation and write a message to be sent on WhatsApp ask yourself whether you would block/report the number that sent you that communication. If the answer is no, go ahead, but if the answer is yes stop and think.
The WhatsApp channel cannot and should not replicate the communications you usually send via email. WhatsApp is a preferred channel for customers and, as such, one must tiptoe into it.
You can keep an eye on the quality of the account by logging into the Dashboard and checking the “Status of WhatsApp Account.”
About the quality assessment of your WhatsApp Business phone number.
https://www.facebook.com/business/help/896873687365001
I leave below the two WhatsApp policies that you can consult to see if your communication is in line with WhatsApp’s wishes.
WhatsApp sales regulations
https://www.whatsapp.com/legal/commerce-policy/?lang=it
WhatsApp Business Terms of Service
https://www.whatsapp.com/legal/business-terms/
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