How to Maintain a High-Quality WhatsApp Channel and Avoid Being Blocked

Last updated: 3 June 2026

• Follow the guidelines for avoiding a WhatsApp Business account block when registering and using the service.

  How to Avoid a WhatsApp Business Account Block
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  WhatsApp

  If your business account has been blocked or restricted, follow the recommendations in the guide.

  What to Do if My WhatsApp Business Account is Blocked or Limited

• Follow the guidelines for maintaining a high-quality WhatsApp channel to reduce the risk of being blocked.

  Guidelines for maintaining a high-quality WhatsApp channel

  To maintain a high level of channel quality and to reduce the risk of blocking, follow the recommendations below.

  Starting Broadcasts

  Start sending broadcasts one week after the channel is registered. Then gradually increase the pace over the next three weeks. The high activity of the new channel is considered suspicious and may result in blocking.

  Agreeing to Receive Broadcasts

  Allow customers to consent to receive your WhatsApp broadcasts. When writing the consent, specify the type of messages you want to send.

  An example of a consent:

  I agree to receive news and offers from "Company" on WhatsApp.

  Refusing to Receive Broadcasts

  Allow customers to unsubscribe from your broadcasts. This helps maintain the quality of your channel by allowing customers to unsubscribe from broadcasts they don’t want, rather than leaving complaints or blocking your channel. The option to unsubscribe from broadcasts should always be available in the message body.

  Examples of methods:

  • Add the Unsubscribe reply button to the message or the Not interested button.
  • Add at the end of the message body “Write a STOP so that you don’t receive any more messages from us”.

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  Don’t forget to regularly process customer requests to unsubscribe from your broadcasts.

  Template Message Content

  Prepare a high-quality, easy-to-understand message template. We recommend:

  • use emoji in the text;
  • highlight important parts of the text with bold or italic font;
  • break the text into small paragraphs;
  • use attachments (images, videos, or files);
  • use the reply buttons;
  • use the link button or the call button.

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  Don’t copy the text from the SMS. Review and edit it before using it in WhatsApp.

  Relevance and Sending Time

  The broadcast should be relevant for each customer and sent at the appropriate time. Follow the recommendations below:

  Check messages

  • Don’t send messages with negative content.

  For example, reports of debt collection or overdue obligations.

  • Make sure that all variables are correctly specified in the message: dates, names, names of goods and services, and so on.

  Personalize messages

  Contact customers directly and personalize message content for them.

  Specify messages importance

  • Explain to customers why they are receiving messages from you.
  • Tell them why the message is important to them.

  For example: “You were previously interested in these sneakers.”

  • If necessary, tell them that they have previously agreed to receive this message.

  Consider message sending time

  • Send broadcasts on time.
  • Don’t send broadcasts about promotions that have ended or are about to end.
  • Don’t send broadcasts on weekends, at night, early in the morning, or late at night.

  Consider sending frequency

  Don’t send messages too often. You can send a few test broadcasts to determine the optimal frequency.

  Follow WhatsApp guidelines

  Make sure your template messages comply with WhatsApp’s terms of service and commercial policies.

  Key template message requirements:

  • Don’t include information about gambling, credit, the sale of alcoholic beverages, or pharmaceuticals.
  • Don’t advertise other companies’ services.

  Channel Verification

  In order for the customer to see the name and phone number of the company when receiving broadcasts, verify your channel.

  How to Verify Company in Meta

  The verification allows you to:

  • increase customer confidence and reduce the risk of receiving complaints;
  • reduce the risk of channel blocking;
  • in the event of a block, increase the chances of it being lifted as a result of an appeal.

  Communication with Customers

  Process all customer responses to your broadcasts in a timely manner. Follow the recommendations below when communicating with customers:

  Be polite

  Use a respectful tone of voice when communicating with customers.

  Consider broadcast text

  When responding to a customer, consider the content of the broadcast and the entire correspondence history with that customer across all communication channels.

  Respond in time

  Respond to all customer messages in a timely manner, especially if they are urgent.

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  We recommend responding to every customer message within five minutes.

  Review bot responses

  Make sure your chatbot provides customers with relevant answers without repetition and a lot of additional questions.

  Set up routing

  Set up the ability to escalate customer inquiries to specialists, so that when difficult questions arise, the chatbot can escalate the inquiry to an appropriate specialist. The customer should also have the option of communication with a specialist.

  Broadcast Check

  Review each broadcast before sending. This will prevent many customer complaints. We recommend:

  1. Creating a test WhatsApp channel so you can send a test broadcast.
  2. Sending a broadcast of 1,000 messages from the test channel.

  After sending, check the quality of your test channel:

  • If the quality remains high (green color) after sending the broadcast, switch to the main channel and send from there.
  • If the quality has become medium or low (yellow or red color), review and modify the text of your template message (see the recommendations above) or don’t send the broadcast at all.
  Maintaining WhatsApp Channel Quality