Communicate with WhatsApp

Most frequently asked questions

• How does the service work?

  PingUp 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 the WhatsApp Business API, you need:
  
  • A website
  • A company Facebook page
  • A Meta Business Manager account
  • A VAT number
  

• Can the number I activate the service on be the same one I use for my personal WhatsApp?

  Yes!
  With Meta's new rules, you can activate the WhatsApp APIs while keeping the same number you already use on the WhatsApp or WhatsApp Business app.
  
  This means you can continue to use the app on your phone as usual, while messages will automatically sync to the PingUp platform.
  This way, you can manage chats both from the app and from the PingUp dashboard, with all the benefits of the APIs: automations, template messages, quick replies, and multi-operator management.
  
  Note: Syncing and some features may vary depending on the technical provider used, but PingUp fully supports the management of your existing WhatsApp 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 PingUp.
  
  

• 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/
  

• What are the steps to activate the service?

  Activating PingUp involves several steps, but don't worry, an operator will guide you step by step.
  
  Here's what awaits you:
  
  1. Register on the PingUp Platform
  Fill out the registration form with your company details and the WhatsApp number you wish to use.
  
  2. Verify and connect your Meta Business account
  We'll guide you through connecting your Business Manager and verifying your company, if not already done.
  
  3. Connect your WhatsApp number
  The number is connected to the Meta API channel. If you're already using it with WhatsApp Business, you can keep it active thanks to the new synchronization mode.
  
  4. Set up your business profile
  Set the "display name" according to Meta guidelines by entering your company description, image, and hours: everything your customers will see on your WhatsApp profile.
  
  5. Setting up templates and automations
  We'll create your first message templates (approved by Meta) together and configure your reply automations, welcome messages, or broadcast campaigns.
  
  After these steps, you'll be fully operational on WhatsApp with all of PingUp's advanced features!