Limitations

Messaging Window

When a customer sends you a message on WhatsApp, you have a standard messaging window to respond to that customer of 24 hours. During this 24 hour period, you can send all types of content (i.e responses to their questions or promotional content). Every time a customer sends you a new message, this messaging window resets.

Outside of the messaging window (i.e. when more than 24 hours have passed since the customer’s last message), you can still send pre-approved template messages from Zaapi. You can create your own templates or use the default re-engagement template provided by Zaapi. Note that message templates must be approved by Meta before they can be used — this process may take up to 1 day. See Meta’s Message Template Guidelines for more information.

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File Upload Limitations

• Image (5 MB)

  • .jpg, .jpeg, .png (not .heic)

• Audio (16 MB)

• Video (16 MB)

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Limitations when connecting with Coexistence

Connecting with Coexistence allows you to maintain use of your WhatsApp Business app. Below is a table of features that are supported and unsupported

Feature	WhatsApp Business App	Zaapi
Group Chats	✅	❌
Disappearing messages/view once messages	❌	❌
Message editing/revoking	❌	❌
Live location messages	❌	❌
Message reactions	✅	❌
Voice and video calls	✅	❌
Messaging outside of 24-hour messaging window	✅	⚠️ Only with template messages

Limitations when connecting an API phone number

Connecting an API phone number means that you will only be able to access your WhatsApp Business chats through Zaapi. Some messaging features are not supported in Zaapi:

• Group chats

• Disappearing messages/view once messages

• Message editing/revoking

• Live location messages

• Message reactions

• Voice and video calls

• You can only message outside of the 24-hour messaging window using pre-approved templates

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Unsupported Messages