Frequently asked questions

It's Meta's official platform for medium and large businesses to message customers on WhatsApp at scale. Unlike the free WhatsApp Business app, it supports bulk campaigns, chatbots, a shared inbox for many agents, integrations with your CRM or store, and message analytics. MessageGrid gives you access to it through a simple dashboard and APIs.

The app runs on one phone for a small team, with basic broadcast lists. The API has no app to hold: your whole team works from one number in a shared inbox, you can send approved templates to thousands of opted-in customers, automate replies with chatbots, and connect WhatsApp to your other software.

In as little as 48 hours. We set up your WhatsApp Business Account, guide Meta Business verification, submit your display name and templates, and connect the API. Timing depends on Meta's review and on having your documents ready.

Usually a document proving your legal business name and address, such as a GST certificate, Udyam registration or certificate of incorporation, plus a business website or domain email that matches those details. We'll check your documents before submitting. Read our verification guide.

You need a Meta Business portfolio (formerly Business Manager), linked to a Facebook profile of someone in your business. If you don't have one, we'll help you create it during onboarding.

Yes. If it's on the WhatsApp app, it first needs to be removed from the app (chat history in the app doesn't move to the API). If it's with another API provider, we migrate it once that provider disables two-step verification. Meta also now supports using some WhatsApp Business app numbers alongside the API, so ask us which option suits you.

Yes. Any number that can receive an OTP by SMS or voice call works, including landlines and new SIMs.

It's the business name customers see. Meta reviews it against its display name guidelines, usually within a few business days. It should match your brand and your verified business details.

Meta awards the verified badge to notable, authentic brands, based mainly on your presence in news and public sources. We can submit the request for you once your business is verified, but approval is Meta's decision and isn't guaranteed. Your WhatsApp API works fully without it.

New numbers start with a limit on how many unique customers you can start conversations with in 24 hours. Meta raises the limit automatically as you send quality messages that customers don't block or report. Replies to customers who message you first aren't limited this way.

Yes. Every new business gets a 3-day free trial with access to the plan you choose, and our team helps set up your number. Start your free trial.

Starter is ₹2,300/month and Business is ₹2,999/month, plus GST. 6-month billing saves 10% and yearly saves more. See plans.

Meta charges per delivered template message by category. Indicative India rates: Marketing ₹0.86, Utility ₹0.115, Authentication ₹0.115, plus GST. We bill these at Meta's rate with zero markup. Full fee guide.

Replies to customers who message you first have been free. From 1 October 2026, Meta begins charging service messages beyond a monthly free allowance. What changes on 1 October.

No. Both plans have no restriction on usage. You only pay Meta's per-message fees for what you send.

You pay the plan fee in advance for your chosen period and top up a prepaid balance for Meta message fees. We issue GST invoices for every payment.

If we can't get you live within 15 business days because of a delay on our side, or Meta rejects your verification, you get a full refund of your plan fee. Read the refund policy.

Yes. Upload a CSV or Excel file, map columns such as name or order number into your approved template, and send personalised messages to thousands of customers at once, each one tracked.

The chatbot answers FAQs, tracks orders, takes orders, sends confirmations and books appointments 24/7, then hands the chat to a live agent when needed. Our team helps set up your first flows.

Starter includes up to 3 users and Business up to 5, all working from one WhatsApp number. Need more? Ask about a custom plan.

Zoho, Salesforce, HubSpot, Freshworks, Shopify, Wix, Google Sheets, Tally, WebEngage, MoEngage, CleverTap and GIDDH, plus any system through our REST API and webhooks (Business plan).

Yes. Send images, videos, PDFs, audio, product catalogues and tap-to-reply or call-to-action buttons.

Yes. Meta requires opt-in consent before you message customers on WhatsApp. Collect it through your website, checkout, forms or a customer messaging you first, and keep a record. MessageGrid stores opt-in status and consent records for every contact.

High block or report rates lower your quality rating, which can limit how many people you can message. Send relevant messages to opted-in customers, use the right template category, and let people opt out in one tap.

Messages run on Meta's official, encrypted platform. In MessageGrid, data is protected with encryption in transit, role-based access and activity logs. See our Privacy Policy.

You do. We process them only to provide the service, and you can export them anytime.

Monday to Saturday, 9:30 AM to 7:00 PM IST, by phone, WhatsApp and email. Business plan customers get priority support.

Yes. Upgrade anytime and your contacts, templates and history carry over with no disruption.

Yes. Your number isn't locked in. We'll disable two-step verification on request so your new provider can migrate it.

Yes, for agencies and IT companies who want to offer WhatsApp API to their clients. Talk to us.