Your customers answer on WhatsApp. The rules are stricter than email.
A reply sent late is a reply the platform may not let you send at all. Here is how the rules work and how our systems keep to them.
Free audit, no accounts, we change nothing.
Or ask a person: aimarketing@gonzo.co.in +91 7390990227 WhatsApp
Four rules that decide what you may send
A clock. When a customer messages you, Meta's documentation says a 24-hour timer called a customer service window starts, and it restarts if they contact you again.[1] Inside it you can send any service message type without pre-approval.[1]
A template. Once the window closes, only pre-approved template messages can be sent, and Meta says templates are the only type of message that can be sent outside a window.[2] Templates go through review before they can be used.[2]
Consent. Meta's opt-in page says a business must clearly state who a person is opting in to hear from and must comply with applicable laws.[3] The messaging policy adds that a business must respect requests to block, discontinue or opt out.[4]
A person. The messaging policy lets a business use automation inside the window but expects a clear path to a human.[4]
The full walk-through, including the pricing change and what we could not confirm, is in WhatsApp for business, in plain English.
What we will not send
- Broadcasts to a list that never opted in.
- Messages to strangers, or to people found by scraping or by buying data.
- Anything that pretends to be a person. The first message says it is an AI.
- A promised delivery rate, open rate or response rate.
What we do send
Everything goes through the official WhatsApp Business API, never an unofficial route.
- Replies inside an open window, written from the knowledge base you give us. The Lead Response Engine and the AI Receptionist do this.
- Win-back messages to opted-in contacts only, with an approved template and under a daily cap you set. That is Dormant List Revival.
- A STOP that is honored before anything else is said, and a hand-off to a person whenever the conversation needs one.
The account itself stays yours: you sign in with your own login through the Connected Operations Layer.
What Meta charges
Meta charges for template messages that are delivered, and the rate depends on the template category and the recipient's country calling code. A message that is not a template and goes out inside an open window is free.[5] Rates change on a schedule, so we quote none here. Look up Meta's current rate card for the market you write to.
What has run
The WhatsApp paths in our agents are built and tested against a simulated sender, and none has sent a real message. A live start needs four things from you: a WhatsApp Business API account through a provider, approved templates, an inbound webhook, and an opt-in record for each person we write to. Gonzo has no paying clients, so no client result exists.
Three questions people ask first
Can you send my customers a WhatsApp broadcast?
No. Broadcasts to people who did not opt in break the opt-in rule above. We write to people who agreed to hear from you or who wrote to you first.
Can you use the WhatsApp number I already have?
It depends on the number and on how it is registered with the provider. A person checks that with you before you sign. We will not say yes before we know.
Does a customer who messages me first count as consent?
Meta's service-message page still says you may only send messages to users who opted in. Do not treat the window as a license for everything. Record how consent was given, and respect STOP.[1]
Sources
- Send messages, customer service windows. Meta, WhatsApp Business Platform documentation retrieved back
- Templates overview. Meta, WhatsApp Business Platform documentation retrieved back
- Getting opt-in. Meta, WhatsApp Business Platform documentation retrieved back
- WhatsApp Business Messaging Policy. WhatsApp / Meta retrieved back
- Pricing. Meta, WhatsApp Business Platform documentation retrieved back
Start with the free audit.
Send one web address. In about five business days you get a short written report. If a system fits, a fixed-price scope follows.
Free audit, no accounts, we change nothing.
Or ask a person: aimarketing@gonzo.co.in +91 7390990227 WhatsApp