Guide to the WhatsApp business policy and what is not permitted or restricted
Any customer considering usingWhatsApp is strongly recommended to read their full policy covering business messaging guidelines: Business Policy | WhatsApp Business. This article is intended just as a short summary, not to replace reading the complete policy
Meta have discretion to enforce as they see fit and can block any organisation they deem to have broken the rules. There are steps detailed on the policy page to take if your account is suspended or terminated.
General guidelines
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Create a Quality Experience
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Maintain a WhatsApp Business profile with accurate, up to date customer support contact information
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Do not impersonate another business or otherwise mislead customers
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Only contact people who have opted in
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Respect all requests to block, discontinue, or otherwise opt out
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Do not confuse, deceive, defraud, mislead, spam, or surprise people
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Think about conversations
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You may only initiate conversations using an approved Template
- You must reply to users who contact you, this can be automated
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You may reply to a user message without use of a Template
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You must have available prompt, clear, and direct escalation paths
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Protect Data & Comply with Law
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You are responsible for all necessary notices, permissions, and consents to collect, use, and share people's content and information
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Don't use any data obtained from WhatsApp for any purpose other than as reasonably necessary to support messaging with that person
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Don't share or ask people to share sensitive, personal information & identifiers
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Don't use WhatsApp for telemedicine or to send or request any health information
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You may not forward or otherwise share information from a customer chat with any other customer
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Restricted industries
A number of industries are either banned or heavily restricted.
Banned industries
WhatsApp prohibit use of the platform for terrorism, criminal activity and for certain regulated or restricted goods and services, as determined in their sole discretion, including:
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Firearms
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Tobacco
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Medical and healthcare products
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Endangered species (wildlife and plants)
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Live non-endangered animals excluding livestock
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Hazardous goods and materials
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Real, virtual, or fake currency, including ICOs and binary options
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Body parts or fluids
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Business models, goods, items, or services that we determine may be or are fraudulent, misleading, offensive, or deceptive, or may be or are exploitative, inappropriate, or exert undue pressure on targeted groups
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Adult products and services
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Dating services
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Multi-level marketing
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Payday loans, paycheck advances, peer-to-peer lending, debt collection, and bail bonds
Permitted with restrictions
These industries are permitted only within a limited number number of countries, see the full business policy for more information
- Online gambling & gaming
- Over the counter drugs
- Alcohol
Steps to take if your account is terminated
https://business.whatsapp.com/policy#steps_to_take_if_your_account_is_suspended_or_terminated