WhatsApp Policy

All messaging on SmartEngage goes through the official WhatsApp Cloud API. Unofficial senders break WhatsApp’s terms and put your number at risk; the official channel is the only compliant way to send at scale, and it is the one we are approved to provide as a Tech Provider.

You must have a person’s opt-in before sending them business messages on WhatsApp. The opt-in must make clear that they are agreeing to hear from your business on WhatsApp specifically.

Keep a record of how and when consent was obtained — you are responsible for being able to demonstrate it.

Business-initiated messages generally use message templates that Meta reviews and approves. Templates must be accurate and must match the category they are sent under — marketing, utility or authentication.

The WhatsApp Business Messaging Policy and Commerce Policy prohibit certain content and goods. In particular, do not send:

• Unlawful, deceptive or misleading content.
• Content promoting restricted or prohibited goods and services.
• Harassing, threatening or infringing content.
• Anything designed to deceive or harm the recipient.

Give recipients a clear, simple way to stop hearing from you, and act on opt-out requests promptly. Respecting opt-outs is both a policy requirement and the single best way to keep your quality rating and your number healthy.

Meta monitors how people respond to your messages. High block and report rates lower your quality rating and can limit your sending. Relevant messages to a consented audience keep quality high — and our anti-ban delivery paces sends to protect it.

This is a summary to help you use SmartEngage responsibly. Meta’s WhatsApp Business Messaging Policy, Commerce Policy and Business Terms are the authoritative source and take precedence. If anything here is unclear, our team is glad to help.