Plan requirement
| Subscription | x-bees Standard or higher, x-hoppers HelperHopper or higher |
Three things have to line up: the right plan, a number running on CLASSOUND, and WhatsApp enabled on that specific number.
Why does WhatsApp not work on my number?
The x-bees plan comparison lists WhatsApp against Standard and SuperBee, which is accurate but tells you only part of the story. Four things have to line up.
- The plan. x-bees Standard or higher, or x-hoppers HelperHopper or higher, per person.
- The number runs over CLASSOUND. Numbers on Multi Carrier Trunks cannot do messaging. You do not need to buy a CLASSOUND tier for this; it is included with x-bees and x-hoppers.
- Your business is verified with Meta, with a WhatsApp Business account in place.
- WhatsApp enabled on that specific number. It does not switch itself on because the other three are true.
This is per number, not per system. One number working does not mean the next one will.
What to check
- The user's plan. In WMS, Users, the License type field.
- Which number they are sending from, and whether that number runs on CLASSOUND.
- Whether WhatsApp was ever set up on it. If you did not ask us to enable it, it is not enabled.
- The country. Two-way messaging works only in certain countries.
It works, but this message will not send
Three behaviours get reported as faults and are none of them.
- You cannot open a conversation with free text. A first message to somebody who has not written to you has to use an approved template. Typing a fresh message and watching it fail is the usual first experience.
- The reply window is 24 hours. After a customer's message an agent has a day to answer freely; after that the conversation is read-only until the customer writes again. A message picked up on Monday from Friday afternoon cannot be answered directly.
- Emojis sent from x-bees do not arrive.
It stopped after a while
Check the allowance before assuming a fault. Each user has 200 messages a month, shared between WhatsApp, SMS and MMS, and a chat bot draws on the same pot. The statistics show where it went.
Getting it working
Send us a request naming the specific number you want to use for WhatsApp. We carry out the setup on that number and confirm when it is live.
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