Frequently asked questions

Before you can proceed with a WhatsApp API application, your Facebook Business Manager Account should be verified and you should have a WhatsApp number that is not registered on WhatsApp. Watch our guide on verification of Facebook Business Manager Account for step by step assistance.

No, only one store can be integrated per account or number.

The display name should always match the branding on the website you have. For more details, refer : link

Once deleted, the downtime can be anywhere between 2-4 working hours.

Once a number is upgraded into an API, it cannot be used to add people into groups nor be a part of one.

For About text - maximum 139 characters and for Business Description - maximum 256 characters

Go to app.live.zoko.io/signup and create an account.

No, once a phone number is registered on the WhatsApp Business API, it cannot be used for WhatsApp Business or the WhatsApp consumer app. A phone number can be upgraded to the WhatsApp Business API, but not downgraded.

Facebook Developer Page

Credits are used against any template messages you send outside the 24 hour customer service window or when you initiate the chat with the customer for the first time.

It is calculated from the last message sent by the customer.

You can select the chat and click on the Assign button corresponding to the agent you want to assign it to.

It shows the number of chats that have been assigned to each agent.

Go to Organization Settings > Routing. You can use the options in the menu list on the left or set up a new routing rule by clicking on the New Routing Rule button on the top right.

To pin, go to the corresponding chat from the chat list on the left. Click on the three-dot menu and select the option Pin Chat from the drop down.

To create a new Quick reply, go to Organization Settings > Quick Replies. You can create a new one by clicking on the Add New Quick Reply button on the top right.

Yes, click on the Orders icon on the right corner. Under the option Current customer, you can see the past orders placed by that particular customer.

Yes, you can send a private note by clicking on the icon between the smiley icon and the attachments icon on the bottom right. Only your agents can see this private note. Not your customers.

Click on the lightning icon at the beginning of the box where you type the message. You can send Quick Replies or Templates as needed from the pop up menu.

No, you cannot delete chats.

A template once approved will be available for use immediately.

No, there is no limit. You can send any number of messages within the 24hr window. However, once the window is closed, you can only send template messages.

Yes, it is. Go to Oragnisation settings > Integrations > Shopify > Review Bot. Click on Review List on the left menu. Select the reviews you want to export and click on the button Export Reviews on the right. You can download the file and upload it on your store.

To add a new contact, go to Organisation settings > Contacts. Click on the button Add New Contact on the top right. You can add the details and click Save.

To know about billing related details, go to Organisation settings > Billing.

No, we provide you with the API key and the developer documentation only.

Since Zoko provides a WhatsApp API, all your customers will get the messgae, even if they haven't saved your number.

You can update access levels under Organisation settings > Team Management

There is no limit to the number of variables you can use, instead, the total characters should not cross 1024.

The limit is 20 characters. You can refer this link for more information

Emojis or markdown is not allowed. The button title cannot be an empty string and must be unique within the message. A maximum of 20 characters are allowed.

You can have up to 3 Quick reply buttons or 2 Call To Action buttons in a template message.

Go to Organisation settings > Integration > Shopify > Notifications. You can enable or disable notifications using the toggle buttons.

When a change is made to the product inventory on your website, the first sync may take up to 48 hours to complete, particularly if you have a large inventory. Subsequent syncs occur on a daily basis. This means that any changes you make on your website will typically be reflected on the WhatsApp catalog within a timeframe ranging from 1 hour to 24 hours.

The timing for changes to appear in the WhatsApp catalog depends on how you've configured the sync in your meta business manager. Typically, subsequent syncs happen daily. Any alterations you make on your website will generally show up in the WhatsApp catalog within 1 to 24 hours.

Yes, you can set that up by going to Organisation settings > Bots. You can enable the Greeting bot to greet when a customer sends a message or the Away bot if the customer messages you out of office hours.

Go to Organisation settings > Integrations > Shopify > Click to Chat Button. Here, you can set up the WhatsApp widget and customize it as well.

Go to Organisation settings > API & Webhooks. You can see the API key. Click on the option Webhooks from the menu list on the left. You can click on the button Add New Webhook to add a new one.

No, you cannot. This facility is not available on the API yet.

You can have up to 3 Quick reply buttons or 2 Call To Action buttons in a template message.