Channel questions that don’t depend on your helpdesk: WhatsApp numbers and providers, templates and the 24-hour window, Meta policies, number migration.
What belongs here
Some questions have the same answer whichever helpdesk you use. They live here so the answer is written once and kept current in one place.
- WhatsApp Business Platform: providers and the Cloud API, display names, quality rating and messaging limits.
- Templates: categories, approval and rejection, the 24-hour customer service window, and how pricing works.
- Numbers: moving a number between providers, and using the WhatsApp Business app and the API on the same number.
- Meta channels: Instagram and Messenger permissions, page and account access, and app review.
- Other channels: Telegram bots versus personal accounts, SMS sender IDs and country rules, LINE, WeChat and Viber account types.
- Consent: opt-in, opt-out and what each channel requires.
Questions that get good answers
- Can I move my WhatsApp number to another provider without losing my templates?
- What’s the difference between a marketing and a utility template, and why does it matter?
- Can I keep using the WhatsApp Business app on my phone after connecting the number to the API?
- Why was my template rejected, and how do I fix it?
Say which provider you use and which country your number is in. Both often change the answer.
Rules change often
Meta and the other platforms update their rules and prices regularly. Field Answers here show the date they were last checked. If something looks out of date, reply on the answer and say what changed; that is the most useful feedback we get. Announced changes are covered in Platform changes.