Frequently asked questions

Short answers to all the common questions

Know Before you Sign up

Know Before you Sign up

What all do I need before applying for WhatsApp API?

What all do I need before applying for WhatsApp API?

Before you can proceed with a WhatsApp API application, your Facebook Business Manager Account should be verified and you should have a WhatsApp number that is not registered on WhatsApp. Watch our guide on verification of Facebook Business Manager Account for step by step assistance.

Can I integrate more than one store under one Zoko account?

Can I integrate more than one store under one Zoko account?

No, only one store can be integrated per account or number.

What display name can I choose?

What display name can I choose?

The display name should always match the branding on the website you have. For more details, refer : link

If I am signing up with a number in which I already use WhatsApp, how long do I have wait after deleting my account till I have access to a Zoko account?

If I am signing up with a number in which I already use WhatsApp, how long do I have wait after deleting my account till I have access to a Zoko account?

Once deleted, the downtime can be anywhere between 2-4 working hours.

Can I add a verified WhatsApp API number to a WhatsApp group?

Can I add a verified WhatsApp API number to a WhatsApp group?

Once a number is upgraded into an API, it cannot be used to add people into groups nor be a part of one.

What is the maximum number of characters possible for About text

What is the maximum number of characters possible for About text

For About text - maximum 139 characters and for Business Description - maximum 256 characters

How do I sign up?

How do I sign up?

Go to app.live.zoko.io/signup and create an account.

Once a number is registered on WhatsApp API, can it be downgraded later?

Once a number is registered on WhatsApp API, can it be downgraded later?

No, once a phone number is registered on the WhatsApp Business API, it cannot be used for WhatsApp Business or the WhatsApp consumer app. A phone number can be upgraded to the WhatsApp Business API, but not downgraded.

Facebook Developer Page

What are credits used for?

What are credits used for?

Credits are used against any template messages you send outside the 24 hour customer service window or when you initiate the chat with the customer for the first time.

From when is the 24 hour service window considered open?

From when is the 24 hour service window considered open?

It is calculated from the last message sent by the customer.

How can I assign chats to agents?

How can I assign chats to agents?

You can select the chat and click on the Assign button corresponding to the agent you want to assign it to.

What are the numbers below every agent?

What are the numbers below every agent?

It shows the number of chats that have been assigned to each agent.

How can I set up rules for assigning chats to agents automatically?

How can I set up rules for assigning chats to agents automatically?

Go to Organization Settings > Routing. You can use the options in the menu list on the left or set up a new routing rule by clicking on the New Routing Rule button on the top right.

How can I pin a chat

How can I pin a chat

To pin, go to the corresponding chat from the chat list on the left. Click on the three-dot menu and select the option Pin Chat from the drop down.

Where can I create a new Quick Reply?

Where can I create a new Quick Reply?

To create a new Quick reply, go to Organization Settings > Quick Replies. You can create a new one by clicking on the Add New Quick Reply button on the top right.

Can I see the orders that the customer has placed before?

Can I see the orders that the customer has placed before?

Yes, click on the Orders icon on the right corner. Under the option Current customer, you can see the past orders placed by that particular customer.

Can I add a note for another agent when I reassign a chat?

Can I add a note for another agent when I reassign a chat?

Yes, you can send a private note by clicking on the icon between the smiley icon and the attachments icon on the bottom right. Only your agents can see this private note. Not your customers.

How can I send Quick replies and Templates?

How can I send Quick replies and Templates?

Click on the lightning icon at the beginning of the box where you type the message. You can send Quick Replies or Templates as needed from the pop up menu.

Can I delete any chats that I have sent?

Can I delete any chats that I have sent?

No, you cannot delete chats.

How long do I have to wait until I can use a template once approved?

How long do I have to wait until I can use a template once approved?

A template once approved will be available for use immediately.

Is there a limit on the number of messages I can send within 24 hours of user's message?

Is there a limit on the number of messages I can send within 24 hours of user's message?

No, there is no limit. You can send any number of messages within the 24hr window. However, once the window is closed, you can only send template messages.

Is it possible to export the reviews collected on Zoko to Shopify/website?

Is it possible to export the reviews collected on Zoko to Shopify/website?

Yes, it is. Go to Oragnisation settings > Integrations > Shopify > Review Bot. Click on Review List on the left menu. Select the reviews you want to export and click on the button Export Reviews on the right. You can download the file and upload it on your store.

How can I add a new contact?

How can I add a new contact?

To add a new contact, go to Organisation settings > Contacts. Click on the button Add New Contact on the top right. You can add the details and click Save.

Where can I see my usage and other details?

Where can I see my usage and other details?

To know about billing related details, go to Organisation settings > Billing.

Does Zoko help in the API integration with other apps?

Does Zoko help in the API integration with other apps?

No, we provide you with the API key and the developer documentation only.

Will the customer get my broadcast message if they haven't saved my number?

Will the customer get my broadcast message if they haven't saved my number?

Since Zoko provides a WhatsApp API, all your customers will get the messgae, even if they haven't saved your number.

How can I change the access that an agent?

How can I change the access that an agent?

You can update access levels under Organisation settings > Team Management

How many liquid variables can I include in a template message?

How many liquid variables can I include in a template message?

There is no limit to the number of variables you can use, instead, the total characters should not cross 1024.

Is there an upper limit on the character length for the Call to Action(CTA) button ID?

Is there an upper limit on the character length for the Call to Action(CTA) button ID?

The limit is 20 characters. You can refer this link for more information

Are there any rules on the text over buttons in templates?

Are there any rules on the text over buttons in templates?

Emojis or markdown is not allowed. The button title cannot be an empty string and must be unique within the message. A maximum of 20 characters are allowed.

How many buttons can I include in a template message?

How many buttons can I include in a template message?

You can have up to 3 Quick reply buttons or 2 Call To Action buttons in a template message.

Where can I turn off a notification from shopify?

Where can I turn off a notification from shopify?

Go to Organisation settings > Integration > Shopify > Notifications. You can enable or disable notifications using the toggle buttons.

Is there a way to greet my customers as soon as they send me a message even if the agent is unavailable?

Is there a way to greet my customers as soon as they send me a message even if the agent is unavailable?

Yes, you can set that up by going to Organisation settings > Bots. You can enable the Greeting bot to greet when a customer sends a message or the Away bot if the customer messages you out of office hours.

How do I add the WhatsApp on my website so that my customers can contact me?

How do I add the WhatsApp on my website so that my customers can contact me?

Go to Organisation settings > Integrations > Shopify > Click to Chat Button. Here, you can set up the WhatsApp widget and customize it as well.

Where do I find the API key and setup Webhooks?

Where do I find the API key and setup Webhooks?

Go to Organisation settings > API & Webhooks. You can see the API key. Click on the option Webhooks from the menu list on the left. You can click on the button Add New Webhook to add a new one.

Can I report or block a user?

Can I report or block a user?

No, you cannot. This facility is not available on the API yet.

How many buttons can I include in a template message?

How many buttons can I include in a template message?

You can have up to 3 Quick reply buttons or 2 Call To Action buttons in a template message.

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