WhatsApp Quality Rating and  Messaging Limits WhatsApp Quality Rating and  Messaging Limits

WhatsApp Quality Rating and Messaging Limits

Asha Chintaluru

This documentation provides an overview of messaging limits and quality ratings for Vonage customers using WhatsApp Business Platform.

 

Messaging Limits

What are Messaging Limits?

 

Messaging limits determine the maximum number of business-initiated conversations you can initiate using each of your phone numbers in a rolling 24-hour period. A business-initiated conversation begins when the first template message is delivered to a customer and ends 24 hours later.

 

Limit for Unverified Businesses:

 

Business phone numbers without a connected status and an approved display name are limited to 250 business-initiated conversations in a rolling 24-hour period.

 

Limit for Verified Businesses:

 

Business phone numbers with a connected status and an approved display name can initiate conversations with different levels of unique customers in a rolling 24-hour period:

 

  • 1K unique customers
  • 10K unique customers
  • 100K unique customers
  • An unlimited number of unique customers

 

The specific limit starts at 1K unique customers and scales automatically based on phone number status, phone number quality rating, and how often you initiate conversations with unique customers.

 

Quality Rating and Messaging Limits:

 

If you meet the requirements for a higher messaging limit but your business phone number has a low-quality rating, you may continue to be limited to 250 business-initiated conversations until its quality rating improves. Alternatively, you can request a messaging tier upgrade by opening a support ticket. See below for a further description of the phone number quality rating concept. 

 

Adding Conversations after Reaching the Limit:

 

If you reach your messaging limit, you can initiate more conversations as soon as one or more active conversations end.

 

Quality Rating

Your quality rating is crucial for maintaining a positive customer experience. It is based on how messages have been received by recipients over the past seven days and is weighted by recency. Several factors contribute to your quality rating, including user feedback signals like blocks, reports, and the reasons users provide when they block a business.

 

Tips for Maintaining High Quality:

 

  • Ensure your messages comply with the WhatsApp Business Policy and Commerce Policy.
  • Only send messages to users who have opted into receiving messages from your business.
  • Personalize messages and make them useful to users. Avoid sending open-ended welcome or introductory messages.
  • Be mindful of messaging frequency and avoid sending too many messages to customers in a day. Focus on delivering valuable content in an optimized format.

 

Checking Your Limit

You can check your current messaging limits in the WhatsApp Manager under the "Overview Dashboard" in the "Insights" tab. The panel will display your current limit if it has increased from the default limit of 250.

 

  1. On your WhatsApp Manger go to the “Phone Numbers” tab 
  2. Under the “Messaging limit” tab, see the limits for each phone number

 

Increasing Your Limit

Each time you initiate a new conversation with a unique customer, WhatsApp will determine if your limit should be increased. This determination is based on the following criteria:

 

  • Your phone number status is "Connected."
  • Your phone number quality rating is "Medium" or "High."
  • In the last 7 days, you have initiated a certain number of conversations with unique customers, where the specific number is your current messaging limit divided by 2.

 

If you meet all these conditions, WhatsApp will increase your messaging limit by one level in 24 hours.

Decreasing Your Limit

Each time you initiate a new conversation with a unique customer, WhatsApp will check your phone number's quality rating. If the rating has been flagged for the last 7 days, your messaging limit will be immediately decreased by one level.

Phone Number Status 

 

The phone number status is a measure of the quality of your phone number's messaging activity. You can learn more about phone number status and limits here.

 

We hope this information helps you make the most of your messaging experience with Vonage. If you have any questions or need further assistance, feel free to reach out to our support team.