Frequently Asked Questions
General Questions
What is the difference between Compose Message and sending a message in a chat?
Compose Message is for broadcasting — sending the same template message to multiple recipients at once across WhatsApp, Messenger, or Instagram. Chat is for one-on-one conversations where you can send free-form messages (within the 24-hour window) or templates to a single contact.
Can I send a message to just one person?
Yes! While Compose Message is designed for broadcasts, you can absolutely use it to send a template to a single contact. Simply select one contact in the recipients step.
Do I need an approved template to send a message?
It depends on the channel:
- WhatsApp: Yes — you must select a pre-approved WhatsApp template. Visit WhatsApp Templates to create and manage templates.
- Messenger / Instagram: No — you compose messages directly. Choose between a Text Message (plain text with optional media) or a Structured Message (button template or card template).
Can I send to multiple channels at once?
No. Each broadcast targets a single channel. If you need to send the same message across WhatsApp and Messenger, create separate broadcasts for each channel with the appropriate templates and contacts.
What happens if a contact has blocked me?
The message will not be delivered to contacts who have blocked your business number. You won't receive a specific error for blocked contacts — the message simply won't reach them.
Recipients
How many contacts can I send to at once?
There is no hard limit in the portal, but each channel has its own messaging limits. WhatsApp has tier-based daily limits, and Facebook/Instagram have their own rate limits. If you exceed the limit, some messages may not be delivered.
Can I combine different recipient methods?
No. You can only use one method at a time — either Select Recipients, Import CSV, or Direct Numbers (the latter two are WhatsApp-only). Within Select Recipients, you can either pick individual contacts OR use filters (not both at the same time). If you need to reach people from multiple sources, consider creating a contact group first and then filtering by that group.
What CSV format is required?
Your CSV must have exactly three columns: name, mobile, and groupName. All fields are required. Phone numbers must include the country code.
Example:
name,mobile,groupName
John Smith,919876543210,Customers
Jane Doe,+919123456789,VIP
What happens to invalid contacts in my CSV?
Invalid contacts are skipped automatically. Only valid contacts receive the message. You can click View Details after uploading to see which contacts have errors and why.
Are CSV contacts added to my contact list?
Yes. When you send the message, valid contacts from the CSV are imported into your contact list and assigned to the group specified in the groupName column. If a phone number already exists in your contacts, the existing contact is reused.
What phone number formats are supported for Direct Numbers?
| Format | Example | Description |
|---|---|---|
| 10 digits | 9876543210 | Local format (first digit must be 6-9) |
| 12 digits | 919876543210 | With country code |
| 13 digits | +919876543210 | With + prefix and country code |
Templates & Parameters
Why don't I see any templates in the dropdown? (WhatsApp)
This could mean:
- You have no approved templates — only approved templates appear
- Your templates are still pending review
- Your WhatsApp Business Account is not connected
Go to WhatsApp Templates to check your template statuses, or verify your connection in Channel Configuration.
This only applies to WhatsApp. Messenger and Instagram don't use a template dropdown — you compose text or structured messages directly in Panel 2.
What does "Map to Contact Field" mean?
When you map a parameter to a contact field, each recipient gets a personalized value. For example, if you map {{customername}} to "Contact Name", then:
- Rahul sees "Hello Rahul"
- Priya sees "Hello Priya"
This is different from a custom value, where everyone gets the same text.
What if a contact doesn't have a value for a mapped field?
If a contact is missing the mapped field (e.g., no company name), that parameter may appear blank or use a default value in the message.
Can I use the same template for different languages?
Each template has a fixed language. If you need to send in multiple languages, you'll need separate templates for each language and separate broadcasts for each group.
Media & Special Templates
What media formats are supported?
| Type | Formats |
|---|---|
| Image | JPG, PNG |
| Video | MP4 |
| Audio | Audio files |
| Document |
Why am I being asked to upload media when I click Send? (WhatsApp)
This happens when a WhatsApp template requires media (image/video/document) but no media file has been saved for it yet. Upload the required file in the dialog that appears, and the message will be sent automatically.
How do I avoid the media upload prompt every time? (WhatsApp)
Use the Change Media option on the Templates listing page to save a default media file for your template. Once saved, Compose Message will use it automatically.
How do carousel messages work? (WhatsApp)
Carousel templates show multiple swipeable cards to the recipient. When composing, you configure each card separately — providing media, text parameters, and button details for each card.
Messenger / Instagram Questions
What message types can I send on Messenger and Instagram?
Two types:
- Text Message — Plain text (up to 2,000 characters) with an optional media attachment
- Structured Message — Either a Button Template (text with up to 3 buttons) or a Generic Template (up to 10 cards with images, titles, subtitles, and buttons)
What are the limits for structured messages?
| Template type | Limit | Details |
|---|---|---|
| Button Template | Body: 640 chars, Button title: 20 chars, Max 3 buttons | Buttons can be Web URL or Postback type |
| Generic Template (Cards) | Title: 80 chars, Subtitle: 80 chars, Max 10 cards, Max 3 buttons per card | Each card can have an image |
Why can't I use CSV or Direct Numbers for Messenger/Instagram?
Messenger and Instagram contacts are identified by platform user IDs, not phone numbers. CSV import and direct number entry only work for WhatsApp, which uses phone numbers as identifiers. For Messenger/Instagram, select contacts from your existing contact list using the Select Recipients method.
I have multiple Facebook Pages — how do I choose which one to send from?
When you select Messenger or Instagram as the channel and have multiple pages connected, a page selector dropdown appears at the top of Panel 1. Select the page first, then choose your contacts — the contact list automatically filters to show only contacts from the selected page.
Sending & Delivery
Can I schedule a message for later?
No. Messages are sent immediately when you click Send Message. Scheduling is not currently available in Compose Message.
Can I cancel a broadcast after sending?
No. Once a broadcast is sent, it cannot be recalled. Always review the preview and your recipient list carefully before sending.
What is the Broadcast Name for?
The Broadcast Name is an optional label for your own tracking. It helps you identify campaigns in your records. For example, "January Sale 2025" or "Appointment Reminders Batch 5".
My Send button is disabled — what's wrong?
The Send button stays disabled until both panels show a green checkmark. Check:
-
Panel 1 (Contact Setup):
- Is a Recipient Type selected?
- Do you have at least one valid contact/number?
-
Panel 2 (Template & Parameters):
- Is a template selected?
- Are all required parameters filled in?
- Is media uploaded (if required)?
Troubleshooting
I get a "missing media" error when sending
The template you selected requires a media file (image, video, or document) that hasn't been uploaded yet. Either:
- Upload the media in the dialog that appears, or
- Go to Change Media to save a default media file for the template
My CSV file is rejected
Check that your file:
- Is in
.csvformat (not.xlsxor.xls) - Has exactly three columns:
name,mobile,groupName - Is under 10 MB in size
- Has phone numbers with country codes
The preview shows yellow-highlighted parameters
Yellow-highlighted parameters in the preview mean those values haven't been filled in yet. Go back to Panel 2 and provide values for all parameters — either as custom values or by mapping them to contact fields.
I can't find my template
- Make sure the template is Approved (pending or rejected templates don't appear)
- Click Sync on the Templates page to refresh statuses from WhatsApp
- Check if you're looking at the correct language version