When using WhatsApp in Aircall, it is essential to comply with Meta’s WhatsApp Business Messaging Policy and related regulations. This article outlines the key compliance requirements, restrictions, and best practices you should follow.

For more details, please review the following official resources:

Important: To add WhatsApp in Aircall to your subscription, please visit this page.

Restrictions on use

Meta enforces strict rules about who can use WhatsApp Business and what it can be used for. The following activities are prohibited:

Criminal or harmful activity

  • Using WhatsApp services to facilitate or organize criminal activity
  • Exploiting or causing physical, financial, or other harm to people, businesses, or animals
  • Operating on behalf of or being associated with terrorist or organized criminal organizations

Illegal and regulated goods or services

Meta prohibits the promotion, sale, or facilitation of the exchange of illegal, regulated, or restricted goods and services, including:

  • Firearms
  • Alcohol and tobacco, including electronic cigarettes
  • Drugs of any kind, including cannabis and cannabis products
  • Medical and healthcare products
  • Endangered species (wildlife or plants)
  • Live non-endangered animals, except livestock
  • Hazardous goods and materials
  • Real, virtual, or fake currency, including ICOs and binary options
  • Body parts or fluids

Prohibited business models

The following business types or activities are also restricted:

  • Fraudulent, misleading, offensive, or deceptive goods or services
  • Real money gambling and gaming
  • Adult products and services
  • Dating services
  • Multi-level marketing
  • Payday loans, paycheck advances, peer-to-peer lending, debt collection, or bail bonds

Data good practices

Businesses using WhatsApp through Aircall must handle customer data responsibly and in compliance with applicable privacy laws.

Key requirements

  • Obtain all necessary notices, permissions, and consents before collecting or sharing personal data.
  • Maintain a published privacy policy.
  • Only use customer data (beyond message content) as needed to support ongoing messaging.
  • Do not share or request:
    • Full-length payment card or financial account numbers
    • Personal ID card numbers or other sensitive identifiers
  • Do not use WhatsApp for telemedicine or health-related communication if such use is restricted by applicable law.
  • Do not forward or share information from a customer chat with another customer.
Note: You are responsible for ensuring all data handling complies with privacy laws and Meta’s policies.

Best practices for opt-in

To maintain compliance and a positive user experience, customers must explicitly opt in before receiving messages or calls from your business.

Steps to ensure proper opt-in

  1. Obtain opt-in that covers the categories of messages you will send (for example: order updates, offers, or product recommendations).
  2. Obtain a separate opt-in to initiate calls.
  3. Offer specific opt-ins per message category, when applicable.
  4. Clearly communicate how users can opt out of messages or calls.
  5. Ensure opt-in and opt-out flows are clear, simple, and intuitive.
  6. Communicate the value of receiving your messages to encourage engagement.
Tip: Meta may review your business’s opt-in processes and user feedback to detect potential policy violations.

For more information about opt-in requirements, visit Meta’s opt-in guide. For complete details and any exceptions, refer to the official WhatsApp Business Messaging Policy.