Onboarding SLA

Pre-requisites

1. Verified Facebook Business Manager

2. Phone Number

   • Able to receive an OTP via SMS/ Phone Call

   • Disconnected from any other WhatsApp Service

Onboarding is initiated and All SLAs apply only if the Pre-requisites are available and eligible from the Client's end.

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Facebook Business Manager Verification

Generally, approvals on the Facebook Business Manager Verification from META take up to 2 to 4 days.

However, this can extend to 7 to 15 days if any issues arise from META's end.

If there are any Existing Violations/ Restrictions on your Facebook Business Manager or any other entities linked to it (e.g. Ads Manager):

1. The Business Manager might never get approved

2. The Business Manager could take even months to get approved.

3. Even if it gets approved there still are chances of your WhatsApp Account getting restricted frequently causing hindrances in your Messaging Automation!

• Check your Facebook Business Manager Verification Status here.

• If it isn't verified, please verify this first by following these steps.

• If it shows "Ineligible for Verification" please follow these steps or reach out to us at [email protected]

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WhatsApp Number Activation

Generally post OTP Verification, the number can be taken live within 2 to 3 hours.

However, this can extend up to 8 to 24 hours if any issues arise from META's end.

OTP Verifications and the Above Timelines can only apply if the Number is properly disconnected from any other WhatsApp services:

1. If connected to WhatsApp API: 2FA needs to be disabled from the previous Vendor's end

2. If connected to WhatsApp Business / WhatsApp Messenger: The Account needs to be deleted

   • This could lead to data loss, hence you can always reach out to your Onboarding Manager at [email protected] for more clarity and seek help in the retention of your data

   • The number cannot be reverted to standard WhatsApp Business or the WhatsApp Messenger used on mobile devices.

   • Access to the number will be exclusively through the QuickReply.ai dashboard.

   • All chat history and contact data will be erased.

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Implementations

Once the number is fully connected with QuickReply.ai the account is handed over to the Implementations team and their respective timelines are mentioned below:

Implementations SLA

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Subscription Information

WhatsApp begins its subscription from the day the WABA (WhatsApp Business API) account creation starts hence the same date is applied for initiating your Subscription Cycle.

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Do's and Don'ts

Please note that 360Dialog and Kaleyra are our Credit Partners from META.

You are suggested to "Not delete the Integration and Access" from the Facebook Business Manager.

Disintegration may lead to a permanent stoppage in Inflow and Outflow messages for the API number and the whole Onboarding Process to start from the beginning.