What is WhatsApp Quality Rating?

Modified on Tue, 17 Jan 2023 at 11:58 AM

Your quality rating is based on how messages have been received by recipients over the past seven days and is weighed by recency. It is determined by a combination of quality signals from conversations between businesses and users. Examples include user feedback signals like blocks, reports and the reasons users provide when they block a business.

The Quality rating categories are

  • High quality (Green)

  • Medium quality (Yellow)

  • Low quality (Red)

If your quality rating reaches a low state or your phone number status changes, you'll receive an email and notification in Business Manager as a warning. Your Status will change from Connected to Flagged or Restricted.

Connected: This is the optimal status. You can use your WhatsApp functions normally.

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.

Restricted: This status occurs when you reach your messaging limit. During a Restricted phase, you can't send any notification messages until the 24-hour window is reset. You can still respond to any messages that customers initiate.

To increase your quality,

  • Check whether you or anyone from your business has added a template within the last seven days. This may help identify the problematic template.

  • Make sure that your notifications comply with our policies.

  • Evaluate if you have “user opt-in” for any recent template topics. For example, if you only have “user opt-in” for purchase receipts but use the API for account updates, customers may respond negatively because they did not opt into that specific communication.

  • Review your notifications against WhatsApp Template guidelines.

You must also focus on maintaining your WhatsApp number at a high-quality rating.

To maintain a high-quality rating,

  • Make sure messages follow the WhatsApp Business Policy and Commerce Policy.

  • Only send messages to users who have opted in to receive messages from your business.

  • Make the messages highly personalized and useful to users. Avoid sending open-ended welcome or introductory messages.

  • Be mindful of messaging frequency; avoid sending customers too many messages a day. Be thoughtful of informational messages, optimizing for content and length.

Was this article helpful?

That’s Great!

Thank you for your feedback

Sorry! We couldn't be helpful

Thank you for your feedback

Let us know how can we improve this article!

Select atleast one of the reasons

Feedback sent

We appreciate your effort and will try to fix the article