WhatsApp FAQ
Common questions about WhatsApp integration with Missive.
Can I initiate new WhatsApp conversations?
Yes, you can start new conversations with contacts who've opted in to receive WhatsApp messages from you. You must use an approved WhatsApp message template for these initial messages.
Remember: sending unsolicited messages can hurt your business's quality rating, and Meta might take action against your account. Only message users who've explicitly opted in to receive WhatsApp messages from your business.
What types of messages can I send on WhatsApp?
With Missive's WhatsApp integration, you can send:
Text messages
Images, videos, and documents
Location information
Contact cards
All message types are subject to WhatsApp's guidelines and limitations. For rich media like images and videos, there are file size restrictions that apply.
Can I make WhatsApp voice calls in Missive?
No. When using Missive's WhatsApp integration, you're on the WhatsApp Business Platform, which doesn't support WhatsApp voice calls. Your number can still be used for regular phone calls and SMS outside of WhatsApp.
Can I send and receive WhatsApp Voice Notes?
This is not possible at the moment, but you can upvote this feature request.
Can I separate WhatsApp messages from a conversation?
Missive cannot separate WhatsApp messages from the same contact into different conversations. Similar to your phone, all messages from a single contact will be in one conversation.
Can I send or receive WhatsApp group messages?
No. Missive's WhatsApp integration does not support WhatsApp group messaging. The integration requires technical work to enable group support and is not available at this time.
If you need WhatsApp group messaging, you can vote for this feature on the Missive roadmap.
Can I use an existing number and use it for WhatsApp?
Yes, you can import an existing phone number in Twilio, then use it with the WhatsApp integration. Please note that this is a long process (up to 4 weeks). It is commonly known as porting.
Can I use multiple phone numbers with WhatsApp?
Yes! You can connect multiple phone numbers to Missive using a single Meta Business Account. Your Meta account can access multiple WhatsApp Business Accounts, each supporting multiple phone numbers.
How do I assign WhatsApp conversations to team members?
In Missive, WhatsApp conversations can be assigned just like any other conversation:
Select the conversation you want to assign
Click the assignment button or use keyboard shortcuts
Choose the team member or group to assign it to
You can also set up rules to automatically assign WhatsApp conversations based on criteria like customer information, message content, or time of day. This helps ensure timely responses within WhatsApp's 24-hour window.
What is WhatsApp Business?
WhatsApp offers two business solutions:
❌ WhatsApp Business App: A free mobile app for small businesses that runs on your phone. Missive doesn't integrate with this app.
✅ WhatsApp Business Platform: A paid service for medium to large businesses that need to manage WhatsApp conversations at scale. Missive integrates directly with this platform.
How do I set up my WhatsApp Business profile?
Your WhatsApp Business profile is what customers see when they interact with your business. To set it up:
Log into your Meta Business Manager account
Navigate to the WhatsApp Manager section
Select your phone number
Add your business name, description, address, website, email, and profile picture
A complete, professional profile helps build customer trust. You can update your profile information at any time through Meta Business Manager.
How does WhatsApp billing work?
Meta bills customers directly for WhatsApp Business Platform usage. You'll need to enter your credit card information in your Meta Business Account to pay for:
Business-initiated conversations (template messages)
User-initiated conversations (24-hour customer service window)
Additional services like WhatsApp Business verified accounts
Pricing varies by country and conversation type. Missive doesn't handle any WhatsApp billing - all charges come directly from Meta.
Is there a time limit for responding on WhatsApp?
Yes. WhatsApp gives you 24 hours to respond to customer messages. If you try to reply after this window, you'll see an error.
To reply after 24 hours, you'll need to use approved WhatsApp message templates. Check out our Templates guide for details.
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