⚠️ This feature is currently being rolled out. Join the waitlist to get updates, and be one of the first to use WhatsApp in Aircall.
When using WhatsApp in Aircall with Aircall, it's important to ensure you are operating within certain rules and regulations. Please see below for examples of what is generally prohibited/required, and visit WhatsApp Business Messaging Policy for more details.
Please make sure to also visit:
- WhatsApp Business Terms of Service
- How to comply with the WhatsApp Business Messaging and Commerce policies
Restrictions on Use
- Meta prohibits organizations and/or individuals who have been deemed to be engaged in terrorist or organized criminal activity from using the WhatsApp services
- Meta prohibits the use of the WhatsApp services to facilitate or organize criminal activity, including exploiting or causing physical, financial, or other harm to people, businesses, or animals
- Meta prohibits the use of the WhatsApp services for operating, buying, selling, promoting, or otherwise facilitating the exchange of illegal products or services
Additionally, use of WhatsApp services is prohibited for buying, selling, promoting, or otherwise facilitating the exchange of certain regulated or restricted goods and services listed below:
- Firearms
- Alcohol and tobacco
- Drugs, whether prescription, recreational, or otherwise
- Medical and healthcare products
- Endangered species (wildlife and plants)
- Live non-endangered animals excluding livestock
- Hazardous goods and materials
- Real, virtual, or fake currency, including ICOs and binary options
- Body parts or fluids
- Business models, goods, items, or services that Meta determines may be or are fraudulent, misleading, offensive, or deceptive, or may be or are exploitative, inappropriate, or exert undue pressure on targeted groups
- Real Money Gambling and Gaming
- Adult products and services
- Dating services
- Multi-level marketing
- Payday loans, paycheck advances, peer-to-peer lending, debt collection, and bail bonds
Data Good Practices
- You are responsible for and must secure all necessary notices, permissions, and consents to collect, use, and share people's content and information, including maintaining a published privacy policy, and otherwise complying with applicable law
- You must not use any data obtained from Meta about a person you message within WhatsApp, other than the content of message threads, for any purpose other than as reasonably necessary to support messaging with that person
- You should not share or ask people to share full length individual payment card numbers, financial account numbers, personal ID card numbers, or other sensitive identifiers
- You should not use WhatsApp for telemedicine or to send or request any health related information, if applicable regulations prohibit distribution of such information to systems that do not meet heightened requirements to handle health related information
- You may not forward or otherwise share information from a customer chat with any other customer
Best Practices for Opt-In
Users should expect the messages and calls they receive. You can set this expectation by:
- Obtaining an opt-in that encompasses the different categories of messages that you will send (ex: order updates, relevant offers, product recommendations, etc.)
- Obtaining a separate opt-in to initiate a call to a user
- Obtaining separate opt-in by specific message category
- This mitigates the risk that users will block your business because they receive unsolicited messages
- Provide clear instructions for how people can opt out of receiving specific categories of messages or calls, and honor these requests
- Ensure your opt-in and opt-out flows are clear and intuitive for users
- Clearly communicate the value of receiving this information
Meta may also reactively evaluate a business' opt-in flows, including review of user feedback, to flag policy violations and develop additional types of enforcement over time. Learn more about opt-in at Meta's page here.
For more details on Meta's policies and any exceptions, please visit: WhatsApp Business Messaging Policy.