Connecting your number
Will my number stop working in the WhatsApp Business app?
No. The platform uses WhatsApp coexistence: your number stays active in the app and works in the platform at the same time, with chats syncing both ways.
Do I need a new number or a new SIM?
No. You connect the number your customers already know. Your chats and history are not deleted.
What do I need to connect?
A Facebook account with admin access to your business, your WhatsApp Business app (a recent version) on your phone for the QR scan, and about a minute.
Can I disconnect later?
Yes, any time, in Settings. Disconnecting revokes our access token immediately.
Messaging
What is the 24-hour window?
When a customer messages you, a 24-hour service window opens. Inside it you can reply freely at no Meta charge. Outside it, you can only start with an approved template message. The inbox shows you the window state on every chat.
Why was my message not delivered?
The usual reasons: the window was closed and the message was not a template; the customer opted out or blocked the business; the number is not on WhatsApp; or Meta limited the account's messaging tier. Campaign results show the reason per recipient where Meta provides one.
What is a template and why does it need approval?
Templates are pre-approved messages for starting conversations (offers, order updates, reminders, OTPs). Meta reviews them to keep WhatsApp spam-free. Utility templates are usually approved within minutes to a few hours. Full detail: WhatsApp Rules.
Can I see when a customer is online or was last seen?
No, and no platform can: WhatsApp does not share customers' online or last-seen status with businesses through the official API. You do see sent, delivered and read states for every message. Your own number's privacy settings (last seen, profile photo visibility, read receipts) are edited in the WhatsApp Business app under Settings → Privacy — the same number is connected here, so they apply everywhere.
Can the chatbot reply automatically?
Yes. Keyword rules reply instantly when a customer's message contains (or exactly matches) your keywords — prices, timings, location and more. Rules only run on real customer messages.
Costs
What do I pay Digilistan, and what do I pay Meta?
Two separate things: your plan fee to Digilistan (in rupees), and Meta's per-conversation charges, billed by Meta to the payment method on your own WhatsApp account at Meta's rates. We add zero markup to Meta's charges.
Are replies charged?
Replies inside the 24-hour service window are free of Meta charges. Template messages that start a conversation are charged by category (marketing, utility, authentication).
What happens if my WhatsApp account has no payment method?
Receiving and replying inside the window still works, but Meta will not deliver business-initiated (template) messages until a valid payment method is attached to your WhatsApp Business account.
Your data
Who can see my customers' chats?
Only your own team members, in your workspace. Other businesses on the platform cannot see your data; the isolation is enforced at database level.
How do I delete my data?
Disconnect your number or close your account; the routes and timelines are on the Data Deletion page.
Is my number safe from bans?
No platform can promise that. Bans are Meta's decision based on messaging behaviour and customer feedback. Following the WhatsApp Rules (opt-ins, templates, quality) is what keeps an account in good standing.