Quality rating and message limits

The phone number status, quality rating, and messaging limits for your WhatsApp business account are listed in the Phone Numbers tab in WhatsApp Manager.

Quality Rating

The quality rating shows how messages have been received by your customers in a rolling window of the past 24 hours. We show it in three different states:

• High (green)

• Medium (yellow)

• Low (red)

Status

There are different statuses for phone numbers that refer to its connectivity:

• Pending: This is when a business first sets up a phone number that hasn’t yet been on-boarded and approved.

• Connected: The phone number is online and functioning normally.

• Offline: The phone number is currently not reachable by WhatsApp servers or is not otherwise online.

Occasionally, a phone number may show one of two particular statuses that are related to quality and messaging limits: Flagged and Restricted.

• Flagged: This is a warned state. When the quality rating reaches a low (red) state, the phone number is moved to a Flagged status.

  • If the quality rating improves to a high (green) or medium (yellow) state over 7 days, the phone number will return to a Connected status.

  • If the quality rating does not improve within 7 days, the number will still return to a Connected status but with a lower messaging limit imposed on it.

• Restricted: Phone numbers that reach their messaging limit are moved to a Restricted state. During a Restricted state, the number will be unable to send any notification messages until the 24-hour window for sending messages is reset. They can still respond to any messages initiated by users.

Notifications

You will receive a notification in the Business Manager if a phone number status from your WhatsApp business account(s) changes to Flagged or Restricted or if your messaging limit changes. Emails are sent to the email registered with Business Manager.

Messaging Limits

Messaging limits determine how many unique users your business can send messages to on a daily basis. This includes new conversations as well as existing conversations with users. The messaging limit does NOT limit the number of messages your business can send, just the number of users you are trying to message. It also does NOT apply to messages sent in response to a user-initiated message within a 24-hour period.

• Tier 1: Allows your business to send messages to 1K unique customers in a rolling 24-hour period.

• Tier 2: Allows your business to send messages to 10K unique customers in a rolling 24-hour period.

• Tier 3: Allows your business to send messages to 100K unique customers in a rolling 24-hour period.