Frequently Asked Questions ?

To setup a WhatsApp Business API account, refer to Tally X Interakt’s onboarding guide video 

Connect a WhatsApp Business API number, with Interakt’s Step by Step guide to Setup a WhatsApp Business API number

We recommend using a new number which isn’t currently being used in the WhatsApp Personal/Business Apps.

If you want to use a number, which is already being used in a WhatsApp Personal/Business account, please note the following:

1. You must delete the existing WhatsApp account for the number.
2. While using the number in a WhatsApp Business API account, you cannot use the same number on WhatsApp Personal/Business applications.
3. After having used the number in a WhatsApp API account, you can shift the number back to WhatsApp Personal/Business Apps, only if there has been no exchange of messages on the number for at least 30 days (this is as per WhatsApp’s rules).

To create a WhatsApp API account, you will need a Facebook Business Manager account. To create a Facebook Business Manager account, you must have an website URL for your business, or, the URL of a social media profile page (for example, a Facebook Page).

After having created your WhatsApp Business API account, if you want to increase your messaging limit from 250 customers per 24 hours to 1000/10000/100000 customers and so on, you will be required to complete Verification of your Facebook Business Manager account. Providing a website URL of your business is a mandatory part of the verification process.

After you connect a number to your WhatsApp Business API account, the default messaging limit on that number is:

250 – if the Facebook Business account is not verified
1000 or more – if the Facebook Business account is already verified. Note that, after FB verification, this messaging limit can also be increased to 10000/100000/unlimited, upon meeting specific criteria.
Hence, Facebook verification is mandatory, if you want to increase the messaging limit from 250 to 1000 and beyond 1000.

Moreover, if you want to apply for a Green Tick to show on your WhatsApp Profile, Facebook Verification is one of the pre-requisites for getting a Green Tick.

You can apply for the Official Business account (OBA-Green Tick) status from your WhatsApp Manager in your Facebook Business Manager itself. Read Interakt’s guide to get WhatsApp green tick verification with tally prime

Read this article to understand the steps to be done from your end: Click here to visit the link

As given in the article, you need to:

– Disable 2FA
– Do all steps in your Interakt account till you get the error in the number connection step

After you have done the above, reach out to Tally Customer Support. A support executive will reach out to you to coordinate a 10-minute window when you can provide them with the OTP for completing the migration.

To create another account, contact your Tally Partner. After your Tally Partner gets the account created, you will receive an e-mail confirmation from Interakt.

You can then log in to your Interakt account (or, refresh the page in case you are already logged in). Go to Profile section in the left panel. At the bottom, you will see your new account in the ‘Other Accounts’ section. Click on the new account to get logged into it. After that, you can connect a number to this new account – see this video to know how to connect number.

Your wallet credits (1 credit = 1 ₹) get deducted whenever you respond to any User Initiated Conversations (UICs) or initiate any Business Initiated Conversations (BICs).

For responding to a UIC, your wallet balance will get deducted by ₹.0.31.

For initiating a BIC, your wallet balance will get deducted by ₹.0.73.

Want to know more? Check out Interakt’s WhatsApp wallet balance deduction for Tally prime

Before deciding to migrate to another BSP platform from Interakt, please note that you won’t be able to send WhatsApp messages from TallyPrime, if you migrate to another BSP.

If you are still looking to migrate, please disable your 2FA from your Facebook Business Manager. Find steps below:

– Go to business.facebook.com/settings and log in with your Facebook credentials. Then select the FB Business, which contains your WhatsApp API account.
– Under Business Settings, go to Accounts > WhatsApp Accounts
– Select your existing WhatsApp API account linked to the previous BSP
– Once selected, go to Settings (middle section) > WhatsApp Manager
– Click on the ‘Phone Number’ tab on the left menu panel and go to Two-Step verification
– Click on Turn off two-step verification and wait for the email from Facebook
– On the email received to you from Facebook, click on the link to disable to 2FA pin

After that, request the new BSP platform to migrate your number to their platform.

Please note that, you can send WhatsApp messages from inside TallyPrime only if you use a WhatsApp API number, connected with Interakt.

If you are still sure about switching your number back to WhatsApp Personal/Business Apps, please delete your number from your Facebook Business Manager, by following the steps below:
– Go to business.facebook.com/settings and log in with your Facebook credentials. Then select the FB Business, which contains your WhatsApp API account.
– Under Business Settings, go to Accounts > WhatsApp Accounts
– Select your existing WhatsApp API account linked to the previous BSP
– Once selected, go to Settings (middle section) > WhatsApp Manager
– Click on the ‘Phone Number’ tab on the left menu panel.
– Click on the Delete icon to delete your phone number

However, you might not be able to use the number on WhatsApp Personal/Business Apps immediately. WhatsApp will allow the number to be used there only if atleast 30 days have passed without a message being sent from that number.

Go through the last part of this Interakt’s How to Update WhatsApp Business profile help guide and do the steps necessary for raising the request for a new Display Name with WhatsApp.

After the new Display Name is approved by WhatsApp, get in touch with Tally Customer Support. They will help in getting the Display Name updated on your WhatsApp profile.

Your template might get rejected because of any of the reasons mentioned here.

If a template gets rejected, you can edit it from Interakt by opening the particular template from https://app.interakt.ai/templates/list?segment=active. After editing it, you can resubmit it for approval.

If your template is getting rejected repeatedly, you can also raise a review request with WhatsApp. To see the steps for raising a review request, see the last part of this article.

WhatsApp can warn, restrict, or disable your WhatsApp account if:

  • Your account is detected as sending spam.
  • The website listed in your Facebook Business Manager profile couldn’t be found.
  • WhatsApp found some activity in your account that violates WhatsApp’s Commerce Policy. Generally, it implies that WhatsApp has detected that your business deals in products/services that are in the restricted list as per WhatsApp’s Commerce Policy.
  • WhatsApp found some policy issues resulting from activity that does not comply with WhatsApp’s Business Terms of Service.
  • To appeal WhatsApp’s decision, you can file an appeal by following the Steps to follow if WhatsApp account gets Disabled / Restricted / Warned.

Note that this is solely WhatsApp’s decision, in which Tally or Interakt don’t play any role.

After you have connected a number to Interakt, the 12 default templates take up to 24 hours to get approved. If you are trying to find the templates in TallyPrime before 24 hours have passed, please wait until at least 24 hours have passed.

If the templates still do not appear after 24 hours, then, go to the templates page in Interakt (https://app.interakt.ai/templates/list?segment=active) and click on Sync. After Sync is complete, check the status of the templates – if the status is Rejected, follow the steps given in the last part of Interakt’s How to create WhatsApp Templates to edit and resubmit the template for approval. You can also follow the steps given in the article to raise a review request with WhatsApp.

If the status of the templates shows as Pending even after 24 hours, please wait for another 24 hours and then click on Sync again. If the status is still pending, please reach out to the Tally Customer Support team.

This error is generally shown if you are trying to create a Facebook Business account within 1-2 hours of creating a new Facebook account.

After you see this error, wait for at least 1-2 hours and then retry creating the Facebook Business account.

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