MultiLine for WhatsApp FAQ

Frequently asked questions about the WhatsApp Messaging channel for MultiLine

Does MultiLine access my personal WhatsApp?

No, MultiLine doesn't access your personal WhatsApp at all. When you use MultiLine as your official business app to securely call and message external clients, you'll be using your separate business number which is connected to your company's official WhatsApp account. This keeps your work messaging completely separate from your personal number and personal WhatsApp account.

Can all the messages I send and receive using MultiLine for WhatsApp be recorded?

Your organization can compliantly and securely capture all the messages you send and receive on the  WhatsApp Business Messaging channel, if configured.

Can I make a WhatsApp voice call, video call, or send voice messages in MultiLine?

This is only a messaging service, and does not support voice, video, or multimedia messages. If you or your client tries to send unsupported content, the person who tries to send it will see an explanatory automessage.

Do opt-in requests time out?

No, once you send an opt-in request, your client can say "Yes" at any time to reply. However, if you think they'll benefit from a reminder, you can send a new opt-in every 24 hours.

What is my client's experience when we use the WhatsApp messaging channel?

The contact will receive the messages natively in their WhatsApp application. 

  • Your account will be associated with a branded business profile for the client to view. 
    • The client can access the business profile by clicking the green check.
    • The user profile appears

      A screenshot of a cell phone

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  • Messages you send will include your name at the start, as set up by your administrator (Example: "Melanie"):

Can I WhatsApp between MultiLine users in the app?

No. The other party is required to have an active account on the WhatsApp messaging app.

The WhatsApp messaging connector only allows you to send WhatsApp messages to WhatsApp users from within MultiLine. It is essentially a bridge from MultiLine to a WhatsApp business account. That business account can only send and receive messages from WhatsApp users, not from MultiLine users.

Note: the WhatsApp business account is associated with a Twilio number rather than your MultiLine number. Any WhatsApp messages to that Twilio number from a WhatsApp user will be received by the MultiLine app. If someone attempts to WhatsApp your MultiLine number, it will not work, because your MultiLine number is not associated with the WhatsApp business account.

Do MultiLine users have to initiate chats with WhatsApp users? What happens if WhatsApp users message first?

MultiLine users must initiate the messaging conversations with WhatsApp Users. This results in the WhatsApp Business Messaging opt-in flow

If a WhatsApp user sends a message to the enterprise WA Business number first, that user will be notified that that they can't message that number.  A custom template can be created when the organization enables WhatsApp Business, that will send the user a message with a number the person can message using SMS.