Guide
Before you send WhatsApp marketing messages
ChatServe sends your offers and campaigns on WhatsApp. WhatsApp needs a few things set up on your business account first. Your WhatsApp ordering chat works without these — they’re only needed for marketing messages.
Quick checklist
- 1. Connect your WhatsApp number to ChatServe
- 2. Add a payment method to your WhatsApp Business account (required)
- 3. Verify your business with Meta (strongly recommended)
- 4. Get your WhatsApp display name approved
- 5. Use an approved Marketing templateChatServe helps
- 6. Only message customers who agreed to receive offers
- 7. Send a test to your own number first
1. Connect your WhatsApp number to ChatServe
Campaigns are sent from your own WhatsApp business number.
- In ChatServe, open Onboarding → Connect WhatsApp and choose the number you want to use.
- Follow the WhatsApp window to the end (log in with Facebook, confirm your business and number).
How to check: ChatServe → WhatsApp Health shows your number as connected.
2. Add a payment method to your WhatsApp Business account (required)
WhatsApp (Meta) charges a small fee for each marketing message, billed directly to your WhatsApp Business account — separately from your ChatServe plan. Without a working payment method, WhatsApp accepts your messages and then refuses to deliver them (shown in ChatServe as “WhatsApp payment issue”, error 131042).
- Go to business.facebook.com/settings and select the business that owns your WhatsApp account.
- Open Accounts → WhatsApp accounts → select your account → Payment settings (or open WhatsApp Manager → Add payment method).
- Add a credit/debit card or another payment method and set the currency (INR for Indian businesses).
- Make sure the card is active, not expired, and allows international/online payments.
How to check: Payment settings in WhatsApp Manager show your payment method and currency.
3. Verify your business with Meta (strongly recommended)
Unverified businesses start with a low daily limit on how many customers they can message. Verification raises it and builds trust in your number.
- In business.facebook.com/settings → Security Centre (or Business info), start Business verification.
- Submit your legal business name, address and a document such as GST certificate or shop registration. Use the same legal name as your documents.
How to check: Business settings show your business as Verified.
4. Get your WhatsApp display name approved
Customers see this name on your messages. WhatsApp reviews it; an unapproved name can limit sending.
- Use your real restaurant/brand name. WhatsApp Manager → Phone numbers shows the name status.
How to check: WhatsApp Manager → Phone numbers shows the display name as Approved.
5. Use an approved Marketing template
Offers can only be sent to customers using message templates WhatsApp has approved. Promotional offers are always the Marketing category.
- ChatServe adds ready-made offer templates when you connect, and you can create your own (with an offer image) in ChatServe → Templates.
- Approval usually takes minutes, sometimes up to 24 hours. Only approved templates can be picked in a campaign.
How to check: ChatServe → Templates shows the template as Approved.
6. Only message customers who agreed to receive offers
WhatsApp requires consent, and messaging people who didn’t agree lowers your number’s quality rating. ChatServe sends only to customers with marketing consent and never to anyone who replied STOP.
- Customers who ordered or opted in on WhatsApp are included automatically.
- For your own list, upload a CSV with columns phone, name, tags, opt_in — set opt_in=true only for people who agreed.
How to check: The campaign audience shows how many customers can receive offers.
7. Send a test to your own number first
Confirms delivery, the message text and the offer before customers see it.
- In a new campaign, send a test to your own WhatsApp number, then send to customers.
How to check: The test arrives on your phone, and the campaign page shows it as Delivered.
If a campaign doesn’t deliver
ChatServe shows the reason on the campaign page. Common ones:
| WhatsApp code | What it means | What to do |
|---|---|---|
| 131042 | WhatsApp payment issue on your business account | Add or fix the payment method and currency in WhatsApp Manager (step 2), then send again. |
| 131049 | Held back by WhatsApp | WhatsApp limits marketing messages per person across all businesses. Nothing is wrong — try another day. |
| 131050 | Customer stopped marketing messages | The customer turned off marketing messages in WhatsApp. They won’t receive offers. |
| 132001 | Template not available | The template isn’t approved yet or not in this language. Pick an approved template. |
| 132015 / 132016 | Template paused or disabled by WhatsApp | Customers reported or ignored it. Use a different template with a clearer offer. |
| 131026 | Number can’t receive this message | The number may not be on WhatsApp. Check the number. |
| — | Customers show as “Not sent” | They haven’t agreed to offers, replied STOP, or were messaged very recently. ChatServe skips them to protect your number. |
Marketing messages are charged by WhatsApp (Meta) to your WhatsApp Business account. Your ChatServe plan includes unlimited marketing broadcasts from ChatServe. Need help? Contact ChatServe support.