If you use WhatsApp API to message customers, your phone number gets a quality rating that affects how many messages you can send.
How to check your quality rating
To check your quality rating:
- Click WhatsApp > Settings on the left menu.
- Under “Account config,” click “WhatsApp accounts.”
- Click the channel you want to view.
Your quality rating will appear in the “Channel Quality” box on the left side of the screen.
What is a Quality Rating and why it matters
Quality rating is how WhatsApp measures how good your business is at messaging customers. It's based on how customers react to your messages over the past 7 days and is weighted by recency.
Your quality rating affects two important things:
- Your phone number status (Connected, Flagged, or Restricted.)*
- How many messages you can send per day.
The sentiment of your customers determine your phone number’s quality rating, and ultimately, your ability to initiate conversations on WhatsApp. The better customers respond to your messages, the higher your quality rating.
*Your number can have three different statuses:
- Connected: Everything is normal. You can send messages up to your daily limit
- Flagged: This happens when your quality rating gets low. You can't increase your message limit while flagged. WhatsApp will email you and send a notification in Meta Business Manager if this happens. After 7 days:
- If your rating improves to medium or high, you go back to “Connected” with the same message limit
- If your rating stays low, you go back to “Connected” but your daily message limit gets reduced
- Restricted: This happens when you hit your daily message limit, no matter what your quality rating is. You can't send any new messages for 24 hours, but you can still reply to customers who message you first
How to Improve Your Quality Rating
To improve your quality rating, follow these tips:
- Follow WhatsApp's rules - Make sure your message templates follow WhatsApp Business Policy
- Send useful messages - Make your messages clear, personal, and helpful to customers
- Don't send random welcome messages - Avoid sending messages that don't add value
- Only message people who want to hear from you - If someone signed up for COVID updates, don't send them other health news
- Don't spam - Don't send too many templates in one day
- Keep messages short and helpful - Make sure your informational messages are the right length and useful
- Check for new templates - If you added a new message template in the last 7 days, it might be causing problems