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Meta tools are the most valuable and practical for doing business online today. By creating a WhatsApp Business account, you can provide a simple and easy-to-use channel for communicating with customers and consumers. However, one of the critical problems today is spam distribution and phishing attacks. As a result, the platform you use to develop your business and create your brand becomes a gateway for spam and other types of threats.
Today, we need to understand in detail what measures Meta uses to counter this rapidly developing problem. You will also learn what you should do to prevent your WhatsApp business account from being blocked and to prevent the spread of spam.
Implementation of policies for WhatsApp Business
Meta has begun actively implementing and applying relevant policies to business account owners to ensure reliable and high-quality interaction using the WhatsApp Business online platform. Appropriate sanctions and penalties are applied to those who regularly violate the established rules and requirements for messaging.
How does it work in practice?
Owners of business accounts in WhatsApp Business have many additional opportunities for interacting with clients, sending notifications, using the messenger to place orders, providing technical support, and so on. However, such accounts are required to strictly comply with the current rules and requirements. This is necessary to eliminate the problem of spam sent to users through business accounts.
If any accounts violate the service policy, they first receive a corresponding warning. The message indicates which rules were violated. If violations occur repeatedly, then additional measures are introduced. Currently, restrictions on sending messages and using business account capabilities are actively used.
Such sanctions are faced by those business clients who violate the rules for sending messages of the following nature:
- spam;
- 18+ content;
- sale of tobacco and alcohol products;
- narcotic substances;
- unsafe additives;
- gambling.
It is important to add that, according to the new WhatsApp verticals, in some countries, since August 2024, it has been officially permitted to use this platform to send messages about alcohol, tobacco products, and gambling through business accounts.
As for gambling, the list of permitted countries includes:
- Peru;
- Japan;
- Colombia;
- Australia;
- Mexico;
- India (each region has its own restrictions).
If such violations are detected, appropriate measures may be taken to restrict access to WhatsApp Business's functions and capabilities.
Examples of the content of spam messages
If we talk about specific examples, then messages that violate Meta policy have a particular type of context:
- Unrealistic content that contains potentially malicious links with calls to click on them;
- Notifications that promise the opportunity to get easy money;
- Messages that request personal data and customer details offer to create and provide a one-time password;
- Messages for distributing free goods using potentially dangerous and malicious links;
- Advertisements of tobacco, alcohol products, gambling, etc.;
- Notifications that serve to support or black PR of political forces and parties;
- Messages related to credit payments and cards.
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These messages are considered spam and threaten users with potential phishing. If business account owners detect such violations, Meta will apply appropriate restrictions and penalties.
Message restrictions
If violations are confirmed, message restrictions are imposed on accounts that send spam and pose a threat of phishing. Moreover, their duration can be gradually increased.
- Blocking for 1 or 3 days. Opening any new conversations, including marketing, authentication, and service ones, will be prohibited during this period. Moreover, it will not be possible to add new phone numbers to the account;
- Blocking for 5 or 7 days. Here, restrictions will also be introduced on any conversations and on adding new numbers of potential clients to the account;
- Permanent blocking. In this case, there is no time limit for the restrictions. Such a sanction can only be canceled if an appeal is successfully filed and considered.
If the company does not respond to warnings or change its work after temporary blocking, the account will be permanently disconnected from WhatsApp Business.
Important Factors to Consider
In addition to the information provided about violations, blocks, and disconnections, you should also consider a few more critical points.
- WhatsApp has every reason to immediately deactivate a Business account when evidence of serious violations is found. This applies to cases where serious harm is caused to users through a business account. For example, this may be related to the sale of illegal substances, terrorism, exploitation of children, etc.;
- Meta may disable or impose restrictions on the operation of your WhatsApp Business account if your account receives an excessive number of negative reviews from customers;
- Any decision by Meta can be appealed. According to the current rules, you have 90 days to do so. The countdown begins when the warning is received, or the disconnection occurs.
These measures are implemented in cases where Meta's decision turned out to be erroneous or unfounded. Or the company has decided not to risk its business accounts and wants to work strictly within the current rules.
What does a violation notification include
In most cases, business accounts in WhatsApp first receive notifications about violations committed. Much less often, blocking and access restrictions occur immediately.
All messages about relevant violations of Meta's anti-spam policies include a particular set of information:
- Brief description. First of all, the message always indicates which policies were violated and what the business client is guilty of;
- Content examples. Additionally, the notification indicates which content can be sent and which is prohibited. This allows you to see what mistakes were made clearly;
- Restrictions. The text of the message will also contain information about what restrictions have already been implemented and what will happen in the event of repeated violations;
- How to avoid restrictions. Since Meta is interested in such situations not being repeated and clients are allowed to restore their good name, they are sent appropriate tips. They indicate how to avoid violations in the future. Additionally, customers receive helpful links to learn more;
- Filing an appeal. Violators have the right to challenge Meta's decision, so violation notices always contain detailed information and step-by-step instructions on how to appeal.
By following these guidelines, you can challenge the decision and have the restrictions lifted.
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Methods for sending notifications about violations
To convey the necessary information to violators, Meta uses several methods and channels to send notifications simultaneously.
- Notification center. First, a banner message appears in the Notification center. This allows you to find out about violations almost instantly;
- Email. A message is sent via email to the address of each administrator listed in the Business Manager lists;
- Notification webhook. If users are subscribed to the webhook, they can also see the corresponding messages.
This is done to convey information as quickly as possible and take measures to stop spamming via WhatsApp Business.
How policies are enforced
Depending on the severity of the problem and the number of violations, the account may be limited or completely disabled. On the main business support page, owners and administrators of business accounts can see the list of restrictions implemented by Meta. The page will also contain information on what to do next and how to appeal.
Accounts that have been limited or disabled have a legitimate reason to file a protest and appeal the decision. If they correct the mistakes made and win the appeal, the account will be fully restored to its original status.
What you need to know about appeals
If a business is confident that it fully complies with WhatsApp policies and Meta's decision is unreasonable or erroneous, then it has the right to appeal. After submitting a request to review the decision, the WhatsApp team will review all the data and make an appropriate decision. As a result, the case may be reviewed, or the decision will remain in effect.
To file an appeal, you need to follow several steps:
- Open the main business support page and select the desired account. In the list of violations that are displayed on the page, click on "Request review";
- Next, you will see a dialog box that will open in the Business Manager. You should enter the supporting data and then click on the button to send;
- When your request is submitted, it will automatically move to another tab called "Under review";
- The WhatsApp team's decision takes 24-48 hours. You will receive a message about the decision made via the Business Manager.
The result of the appeal review can be twofold: it will either be canceled or the previous decision will be left unchanged.
