FAQ

If your WhatsApp number is pending, follow these steps to complete the registration:

1. Check if you’ve exceeded the registration limit

   • WhatsApp allows only 10 registration attempts per phone number within a 72-hour period.

   • If you’ve made 10 attempts, you will receive error code 133016, and you will need to wait 72 hours before trying again.

2. Ensure you have the correct PIN

   • When registering your phone number, you must enter the 6-digit PIN you received via SMS or voice call.

   • If you did not receive a PIN, try requesting it again or check if your number is blocked due to too many attempts.

3. Contact Mercuri Support

   • If you continue to face issues, reach out to our support team. We can help you verify the status of your phone number and guide you through the next steps.

WhatsApp Business API Pricing (Effective July 1st, 2025)

• Customer-Initiated Conversations Are Free When a customer initiates a conversation, a 24-hour customer service window opens. During this window, businesses can send messages free of charge, including:

  • Free-form messages

  • Utility messages

  • Messages with CTAs or media

• Per-Message Billing WhatsApp will move to a per-message pricing model, meaning businesses will be charged for each message delivered. This applies to:

  • Marketing messages

  • Utility messages (outside 24-hour Customer Service Window)

  • Authentication messages

• Pricing Depends on Market & Message Type Charges will vary based on:

  • The recipient’s country calling code

  • The category of the message (Marketing, Utility, Authentication)

• Volume-Based Discounts for Utility & Authentication Messages WhatsApp is introducing volume tiers to reward business growth on the WhatsApp platform. Businesses can unlock attractive discounts based on volume tiers on utility and authentication messages by sending them at higher volumes.

(Utility messages sent to the customer in the customer service window are not considered.)

How to Disconnect the WhatsApp Business App from Mercuri CX

If you want to disconnect your WhatsApp Business app from Mercuri CX, follow these simple steps:

Step 1: Go to Business Platform Settings

1. Open your WhatsApp Business app.

2. Tap the three-dot menu (⋮) at the top right corner.

3. Navigate to Settings > Account.

4. Select Business Platform from the list.

Step 2: Select Mercuri CX Integration

1. Under Business Platform, you’ll see a list of connected platforms.

2. Tap on Mercuri CX (or the integration listed under “Meta Account”).

ℹ️ Note: You can only be connected to one Business Platform account at a time. Disconnecting Mercuri will stop platform-level services but won’t affect your WhatsApp Business app itself.

Step 3: Review Disconnection Information

1. A prompt will appear showing what happens when you disconnect.

2. Read the message carefully—disconnecting will stop the flow of messages between Mercuri CX and WhatsApp.

3. Tap Next to continue.

Step 4: Confirm and Disconnect

1. You will see a final confirmation screen.

2. Tap the “Disconnect” button to complete the process.

To reconnect Mercuri for messaging and automation, you’ll need to go through the WhatsApp Business API setup again in Mercuri CX.