Improve Your Quality Rating, avoid Paused Templates and Unlock More WhatsApp Business Features
Your quality rating on WhatsApp Business reflects how well your messages resonate with customers. Sending high-quality, relevant messages can help you unlock more features and connect with even more users. When you consistently send at least 1,000 conversations over 30 consecutive days—and keep the quality high—your business may become eligible for these expanded capabilities.
Creating High-Quality Business-Initiated Conversations
Business-initiated conversations should be:
1. Expected
Ensure that customers have already opted in to receive updates or notifications from your business on WhatsApp.
2. Timely
Link your conversation to time-bound or event-specific triggers, such as:
•A seasonal or recurring event tied to a previous purchase
•A product recently viewed or bought within a specific timeframe
3. Relevant
Personalise your messages based on each customer’s interests and activities, and include a clear call to action. For example:
•Share additional details related to a product they’ve browsed, or extend a relevant offer
•Suggest add-on products, features, or upgrades that fit their recent purchase history
Tips to Enhance Your Quality Rating
1. Optimise the Opt-In Experience
Send messages only to customers who have explicitly opted in. Always include an easy way for customers to opt out. Missing these steps can hurt user experience and your business’s quality rating.
2. Craft Engaging Messages
Ensure your messages are timely and relevant to the target audience.
3. Pace Your Outbound Messages
Avoid sending too many messages in a short time span to prevent user fatigue.
4. Monitor Quality-Related Insights
Regularly review your 30-day quality history, any reasons given for low or medium quality, and your template quality. These insights help pinpoint when and why quality may have dropped.
5. Refine Your Outreach Strategy
Use a data-driven approach to see what resonates with customers. Adjust your outreach plan based on your quality rating trends and other performance metrics.
6. Check for New Templates
If you or your team recently added new message templates, review them for potential issues.
7. Adhere to WhatsApp Policies
Ensure your messages follow all WhatsApp Business and Commerce Policies.
Please note that while business-initiated conversations can significantly impact the phone number quality rating, other factors such as your overall brand reputation, how effectively your bot functions, and how quickly customer queries are handled also influence user sentiment and overall quality.
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