Best practices for AWS End User Messaging Social
This section describes several best practices that might help you improve your customer engagement and avoid account suspension. However, note that this section doesn't contain legal advice. Always consult an attorney to obtain legal advice.
For the most recent list of WhatsApp best practices, see the WhatsApp Business Messaging Policy
Topics
Up-to-date business profile
Maintain an accurate and up-to-date WhatsApp Business profile that includes customer support contact information, such as an email address, website address, or telephone number. Ensure that the information provided is truthful and does not misrepresent or impersonate another business.
Obtain permission
Never send messages to recipients who haven't explicitly asked to receive the specific types of messages that you plan to send. Maintain the following opt-in information:
The opt-in process must clearly inform the person that they are consenting to receive messages or calls from your business over WhatsApp. You must explicitly state the name of your business.
You are solely responsible for determining the method of obtaining opt-in consent. Ensure that the opt-in process complies with all applicable laws governing your communications. Provide all required notices and obtain all necessary permissions under relevant laws.
For more information on WhatsApp Opt-in requirements, see Get Opt-in for WhatsApp
If recipients can sign up to receive your messages by using an online form, prevent automated scripts from subscribing people without their knowledge. Also limit the number of times a user can submit a phone number in a single session.
Respect all requests made by a person, whether on or off WhatsApp, to block, discontinue, or otherwise opt out of communications, including removing that person from your contacts list.
Maintain records that include the date, time, and source of each opt-in request and confirmation. This can also help you perform routine audits of your customer list.
Prohibited message content
Important
Working with Meta/WhatsApp
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Your use of the WhatsApp Business Solution is subject to the terms and conditions of the WhatsApp Business Terms of Service
, the WhatsApp Business Solution Terms , the WhatsApp Business Messaging Policy , the WhatsApp Messaging Guidelines , and all other terms, policies, or guidelines incorporated therein by reference (as each may be updated from time to time). -
Meta or WhatsApp may at any time prohibit your use of the WhatsApp Business Solution.
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In connection with your use of the WhatsApp Business Solution, you will not submit any content, information, or data that is subject to safeguarding or limitations on distribution according to applicable laws or regulation.
If you violate the WhatsApp policy your account could be blocked from sending messages
for a period of time, locked until you file an appeal, or permanently blocked. Meta will
inform you if any of your accounts or assets have violated the policy, through email and
the WhatsApp Business Manager. All appeals must be made to Meta. To view a policy
violate or file an appeal with Meta, see View policy violation
details for your WhatsApp Business account
The following are prohibited content categories for all message types globally. When sending a message with WhatsApp, follow these guidelines:
| Category | Examples |
|---|---|
| Gambling |
|
|
High-risk financial services |
|
| Debt forgiveness |
|
| Get-rich-quick schemes |
|
| Illegal substances |
|
| Phishing/smishing |
|
| S.H.A.F.T. |
|
|
Third-Party Lead Generation |
|
Audit your customer lists
If you send recurring WhatsApp messages, audit your customer lists on a regular basis. Auditing your customer lists helps to make sure that the only customers who receive your messages are those who want to receive them.
When you audit your list, send each opted-in customer a message that reminds them that they're subscribed, and provides them with information about unsubscribing.
Adjust your sending based on engagement
Your customers' priorities can change over time. If customers no longer find your messages to be useful, they might opt out of your messages entirely, or even report your messages as unsolicited. For these reasons, it's important that you adjust your sending practices based on customer engagement.
For customers who rarely engage with your messages, you should adjust the frequency of your messages. For example, if you send weekly messages to engaged customers, you could create a separate monthly digest for customers who are less engaged.
Finally, remove customers who are completely unengaged from your customer lists. This step prevents customers from becoming frustrated with your messages. It also saves you money and helps protect your reputation as a sender.
Send at appropriate times
Send messages during normal daytime business hours. If you send messages at dinner time or in the middle of the night, there's a good chance that your customers will unsubscribe from your lists to avoid being disturbed. You might want to avoid sending WhatsApp messages when your customers can't respond to them immediately.
