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What happens after you write

A WhatsApp message is usually answered within minutes during working hours, and email within one business day. There is no ticket system to swallow your message: everything that arrives opens a conversation a person answers, and we run it on our own product — so what you see in our reply is what your customer will see in yours.

And what makes the first reply useful

If you are writing about a problem, these four save an entire round of questions:

• The channel — WhatsApp, Instagram, Messenger or Facebook comments.
• Roughly when it happened, because our logs are ordered by time.
• What you expected and what happened — the gap between them is usually the problem.
• A screenshot of the conversation if you can. And note: a screenshot does not show attachments, so if there was an image or a voice note in the thread, say so — that has cost us a whole diagnosis before now.

And the answer may already be here

Most of what people write in about has a page that answers it in full — and we will not send you to a page that says "contact us":

• WhatsApp Business API questions — registration, templates and limits
• Store-connection questions — stock, cash on delivery and abandoned carts
• What this actually costs — the two numbers you pay, and a calculator on your own figures
• My WhatsApp number stopped — the real reasons, and how to see a ban coming
• Which alternative to choose — including what we plainly lose