FAQs
Updated
Account Addition
Why am I seeing a blank screen while trying the embedded signup flow?
Please make sure to use a listening URL to login to the Sprinklr environment from the ones mentioned below while adding an account using the embedded signup flow
Environment
Link
Prod
Prod2
Prod3
Prod4
You must have admin level access to your FB Business Manager and should be logged in to this account
Use the chrome browser for this step as other browsers might cause an error
Try to change the network as some networks might cause an error
If the error still persists please contact support by raising a ticket at tickets@sprinklr.com.
Why am I not able to see the name of my FB Business Manager Account in the dropdown?
Please check if you have admin level access to the FB BM. To check for access, use this link. You will need admin level access to your FB Business Manager for adding both Cloud API and On-Premise accounts.
If you don’t already have a Business Manager account, you will have to create one. Please follow these steps for Business Verification.
Why is Business Verification necessary?
Without Business Verification, businesses can only add two numbers in their Business Manager
It is also required for acquiring a green tick for the account
What is a WhatsApp Business Account (WABA)?
A WhatsApp Business Account (WABA) is an account for your business to send and receive messages through the WhatsApp Business Platform. It is managed using Facebook Business Manager and can have multiple phone numbers associated.
Should I use an already existing WABA or create a new WABA?
A single WABA (WhatsApp Business Account) can have multiple phone numbers added under it. The hierarchy is FB BM -> WABA -> Phone Numbers. It is recommended that you add the new number in the already existing WABA to prevent cluttering as well as HSM template mapping convenience. However, if you want to maintain the quality ratings for individual numbers separately, you can create different WABAs.
Will my WhatsApp Business Account Name be visible to the end user?
No, only your Display name will be visible to the end user.
It's recommended that you use a naming convention while creating your WABAs for easy identification and scalability of multiple accounts. For example, if you're creating an account for Samsung MENA region, you could use the following naming convention: [Samsung MENA]-<country code>
What is the OTP step during Whatsapp onboarding?
You will receive an OTP from Meta while adding an account through the Embedded sign up flow.
How can I receive the OTP?
The OTP can be received through SMS or Voice Call
What should I do if I have an IVR enabled number and cannot receive the OTP?
We will raise a support ticket to Meta for getting IVR whitelisted numbers for receiving the OTP.
I am receiving an error in the OTP step
Please ensure that the number can receive an OTP through SMS or Call, and if not then follow the steps for getting IVR whitelisted numbers.
Make sure you have deactivated the number from WhatsApp
Is the On Premise account hosted by Sprinklr?
Yes.
Businesses in Turkey can use the platform, but app users in Turkey cannot receive messages sent via cloud API due to Meta country restrictions. Hence, we recommend adding an on premise account if your business has audiences in Turkey. Please raise a support ticket at tickets@sprinklr.com.
Post Account Addition
How can I get a Green tick for my Whatsapp Account?
In order to get a green tick, you must apply for a Official Business Account request. Please follow these steps to provide the details needed to apply for an OBA. Please note that the green tick approval is dependent solely on WhatsApp internal policy.
What happens if my OBA request is rejected?
WhatsApp allows you to reapply for an OBA 30 days after the initial application. If needed, the request can be escalated by the Sprinklr Channel Partnership team.
Can I change my Display Name?
Yes, to change your Display name please share the details of the new name with our support team. Follow these guidelines for selecting a Display name as WhatsApp might reject certain display names.
Can I change other fields like the About section and Business Description?
Yes, you can change these fields on the Sprinklr Platform. Follow these steps: Accounts – Select edit for the account you want to change these fields for – You can make changes in the Account Details section. Refer to Part 3 of this link.
What is the Pricing structure for Cloud API and On Premise solution?
Please refer to this article.
Is there a default rate limit on the outbound Whatsapp messages per second in Sprinklr?
For On premise Accounts : 10 messages /second (only outbound) on request we can increase more
For Cloud API Accounts: 80messages/second (both inbound +outbound) - this can increase up to 1000tps -> need to submit a request to META
Does Sprinklr support WhatsApp Survey?
Yes, we support Sending Surveys on Whatsapp using HSM Templates
Within 24 hours of last customer message – Survey link or HSM
After 24 hours of last customer message – Only through HSM
Can the same account be added to Sandbox and Prod at the same time?
No, a single WhatsApp account cannot be added in 2 environments at the same time. If you want to switch environments for an account, it will have to be deleted and readded.
I’m getting an error that says “It says recipient is not a valid WhatsApp user.”
This error occurs when WhatsApp is not active on the number you’re trying to send the message to
What happens if my phone number is flagged?
This status occurs when the quality rating reaches a low state. Businesses can't upgrade messaging limit tiers during the Flagged phase. If the message quality improves to a high or medium state by the seventh day from when your status was moved to Flagged, the status will return to Connected. If the quality rating doesn't improve, your status will still return to Connected, but you'll be placed in a lower messaging limit tier.
If customers read our outbound marketing message and have their Read Receipts off and will the “Read” status still be visible to us in Sprinklr?
No, read notifications are only available for customers that have read receipts enabled. For customers that do not have it enabled, you only receive the delivered notification.