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Limitations of WhatsApp Business API
3 min
Created by KM on 2/7/2023 1:28 PM
Updated by Karine Moreira on 7/5/2024 5:35 PM

Check out the main limitations of the WhatsApp in Zenvia Conversion.

Message Templates in Zenvia Conversion

Due to the use of the WhatsApp Business API, WhatsApp and Facebook Messenger message templates are the only way for your company to initiate conversations, as long as the contact has not written first, according to WhatsApp's usage policies.

These templates are also used to restore contact with leads after 24 hours of the last interaction.

For WhatsApp, templates are approved by Zenvia Conversion management, but final approval depends entirely on WhatsApp. Within 5 business days, WhatsApp will respond if the template is approved or not, and within 24 business hours after a positive response, it will be enabled for use. For Facebook, approval is immediate.

You can check how to create these templates by following the steps in this article. 

Postpone the 24-Hour Session on Weekends

At the moment, it is not possible to postpone the 24-hour session. After this period, only message templates are allowed to be sent, according to WhatsApp rules. 

Check this article to see how WhatsApp sessions work in Zenvia Conversion.

WhatsApp Calls

If a client tries to make a call through WhatsApp, they will not find the phone icon, as this function is not available for WhatsApp lines connected to the API, such as Zenvia Conversion.

Other Limitations of the WhatsApp Business API

The WhatsApp Business API has the following limitations in Zenvia Conversion:

  • Does not allow internal contact sharing, forwarding files, messages, or audios.

  • Does not support WhatsApp business catalogs.

  • Does not allow adding the line to WhatsApp groups.

  • Statuses like "busy," "at work," or "in a meeting" are not available, nor statuses in story format.

  • Does not allow adding business hours.

  • Does not allow adding a cover photo.

  • Does not allow deleting messages from the line.

Zenvia Conversion is integrated with the official WhatsApp Business API, which currently does not have these features. Therefore, although these features are available in common WhatsApp versions (personal or business), they are not present in our application.