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Connecting WhatsApp Business to Freshchat is half configuration and half WhatsApp policy compliance. Skip the policy half and Meta will suspend your number, not Freshworks.

The 24-hour session window

WhatsApp distinguishes between “service” messages (free-form, only within 24 hours of a customer’s last message) and “template” messages (must be pre-approved, used outside the window). Freshchat exposes both.

Customer sends message at 09:00
You can reply free-form until 09:00 next day
After that, only approved templates allowed

Train agents to recognize the timer. The Freshchat conversation header shows a countdown.

Template approval is a content discipline

Submit templates with realistic variables, not lorem ipsum. Categories matter: utility, marketing, authentication. Marketing templates have stricter rules and longer review times.

Opt-in is non-negotiable

Meta requires explicit opt-in. Capture it via a checkbox at signup, a SMS confirmation, or a website form, and store the timestamp + source on the contact record.

PUT /api/v2/contacts/{id}
{
  "custom_fields": {
    "whatsapp_optin_at": "2026-04-28T09:00:00Z",
    "whatsapp_optin_source": "checkout_form_v3"
  }
}

Routing rules for WhatsApp

WhatsApp conversations should land in a dedicated group with agents trained on shorter, mobile-first replies. Configure a Freshchat assignment rule by channel = whatsapp.

Quality rating: protect it

Meta assigns a quality rating to your number. Drop to “Red” and your messaging tier is throttled. Block list spam keywords, do not bulk-message, and respect opt-outs immediately.

Multi-agent ownership

A WhatsApp conversation can route to multiple agents over time. Make sure the contact record, not the agent, owns the history. Use Freshchat’s contact merge if duplicates appear from name spelling differences.

What to do this week

Confirm opt-in capture is recorded with timestamp and source, submit your top three transactional templates for approval, train agents on the 24-hour timer, and put WhatsApp in its own routing group.

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