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Most frequently asked questions

• How does the service work?

  Pingueen is a web platform and an Official Business Partner of Meta that integrates WhatsApp Business APIs.
  
  When a customer sends a message to your company through their personal WhatsApp account, a 24-hour conversation session opens, during which you can interact with them and respond in real time to their questions with text or multimedia messages, or through automated replies.
  
  After 24 hours from the customer's last message, the chat session closes and can only be reactivated using a paid Template Message.
  
  The platform offers tools and features that allow you to:
  • Create/modify/manage appointment, booking, and order requests.
  • Create/edit contact records in the user directory.
  • Monitor communication and activity statistics.
  • Label, filter, and assign conversations/chats — even automatically.
  • Create Templates and manage Broadcast campaigns.
  
  

• What are the requirements to activate the service?

  To set up the service with WhatsApp Business APIs, you need:
  
  • A dedicated phone number (landline or mobile), not already in use with WhatsApp or WhatsApp Business App.
  • A website.
  • A business Facebook page.
  • A Meta Business Manager account
  

• Can I use the same number I currently use for regular WhatsApp?

  No. The number must be new or disconnected from WhatsApp/WhatsApp Business App before it can be used with the API. Once activated via API, you will no longer be able to use the regular WhatsApp apps on that number.

• What services are included and what are they for?

  Using the professional WhatsApp Business API solution, you can manage WhatsApp conversations in a massive, automated, and scalable way.
  
  Main features include:
  • Sending automated bulk messages (Transactional or Utility).
  • Running marketing campaigns (Promotions, Upselling, Discounts, Retargeting, etc.).
  • Automating conversational flows via chatbot (directly from your website or landing page).
  • Managing multiple agents from a single interface (to organize the sales team or assign queries to the right person).
  • Integrating your CRM or business management system.
  
  

• Is the platform multi-user?

  Yes, it can be used simultaneously by multiple team members (e.g., Sales Team, Customer Service) within the same company, with different roles.
  
  Additionally, chats can be assigned to users either manually or automatically.
  
  

• What is Business Manager account verification for?

  Verification is required to launch Broadcast campaigns targeting more than 250 users.
  
  If your Business Manager is not yet verified, you can initiate the verification process directly from your Business Manager profile, by accessing the settings section as an administrator after setting up Pingueen.
  
  

• How can I avoid my number getting banned by WhatsApp?

  Here are a few tips to prevent your number from being banned:
  
  • Send messages only to users who have given explicit consent.
  • Avoid spam or aggressive bulk messaging.
  • Respect the 24-hour free reply window.
  • Always offer an opt-out option to stop receiving messages.
  • Maintain a high Meta Business quality rating for your number.
  
  The Meta Business quality score is an internal rating from Meta that reflects how well users are receiving your messages. You can find it in the WhatsApp Manager section of your Business Manager account. If the score drops too low, you may face restrictions or a complete block.
  

• What are additional sends, and what are they for?

  Additional sends allow you to proactively contact your customers on WhatsApp using template messages — pre-approved messages by Meta (Facebook) for API use.
  
  They can be used for both transactional communications (e.g., abandoned cart reminders, shipping updates) and promotional messages.
  
  

• Which messages are free, and which are paid?

  When a customer initiates a conversation with your company, it is free.
  After 24 hours from the last customer message, the chat session closes and can only be reopened with a Template Message.
  
  When your company initiates the conversation, each Template Message has a cost. For more information on the cost of additional sends, please refer to the current price list. in vigore.

• What does my customer need to do to use the service?

  Nothing!
  Your customer doesn’t need to download any app, access a website, or learn anything new. They just need to use their regular WhatsApp app to chat with your company. It’s that simple!
  

• Can I promote any type of business through WhatsApp?

  WhatsApp solely determines which products and services are permitted on the platform. If your business does not comply with their Commerce Policy, WhatsApp may prohibit the use of its services. Learn more here: https://www.whatsapp.com/policies/commerce-policy/