Channel Quality

4 April 2024
When does the WhatsApp channel quality become medium?

When the WhatsApp channel receives complaints from broadcast recipients. Medium channel quality serves as a warning, but doesn’t prevent the channel from operating and sending broadcasts. Daily limits for medium quality channels may continue to increase.

What should I do if the WhatsApp channel quality becomes medium?

If you’ve sent a broadcast in the last 24 hours, analyze it:

  1. Consider the audience. The information in the broadcast should be relevant and useful to all recipients.
  2. Review the text and attachments in the template. The broadcast text should be personalized.
  3. Check the broadcast sending time. The broadcast should be sent at an appropriate time, considering its content.
  4. If the broadcast specifies incorrect recipients, correct the audience.
  5. If the template contains errors, create a correct template and use it for future broadcasts.

If you haven’t sent a broadcast in the last 24 hours, check the two-way communication quality:

  1. Make sure that you respond to customers quickly and in a timely manner.
  2. Make sure that you are polite and respectful when communicating with customers.
  3. Make sure that your chatbot is working properly, if you have one.
  4. Make sure that you have the ability to transfer the conversation from the chatbot to a human.
  5. If necessary, improve the two-way communication quality.
When does the WhatsApp channel quality become low?

When the WhatsApp channel receives many complaints from broadcast recipients. Low quality channels have lower daily limits and an increased risk of being banned.

What should I do if the WhatsApp channel quality becomes low?

Stop all broadcasts and don’t start sending new ones.

If you’ve sent a broadcast in the last 24 hours, analyze it:

  1. Consider the audience. The information in the broadcast should be relevant and useful to all recipients.
  2. Review the text and attachments in the template. The broadcast text should be personalized.
  3. Check the broadcast sending time. The broadcast should be sent at an appropriate time, considering its content.
  4. If the broadcast specifies incorrect recipients, correct the audience.
  5. If the template contains errors, create a correct template and use it for future broadcasts.

If you haven’t sent a broadcast in the last 24 hours, check the two-way communication quality:

  1. Make sure that you respond to customers quickly and in a timely manner.
  2. Make sure that you are polite and respectful when communicating with customers.
  3. Make sure that your chatbot is working properly, if you have one.
  4. Make sure that you have the ability to transfer the conversation from the chatbot to a human.
  5. If necessary, improve the two-way communication quality.
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