Frequently asked questions

It is Meta’s official platform for businesses to message customers at scale — with a verified number, approved templates, a shared team inbox, automation and reporting through a platform like Mersal.

Yes. The app is for small, manual use from a single phone. The API is built for scale: bulk campaigns, approved templates, team access, automation and analytics.

Use the Contact page to reach the Mersal team, or chat with us on WhatsApp. For account-specific issues, we can review your setup with you.

Connect your Meta Business account, register your number, verify your business if Meta asks, set a display name, then create templates and launch your first campaign. The WhatsApp guide walks through each step.

It varies by business and country, and Meta doesn’t guarantee a timeline. Preparing clean, matching details in advance helps avoid delays.

Often yes — it unlocks higher messaging limits and full platform features. Meta decides when it is required for your account.

Check the rejection reason, fix the mismatch (legal name, document quality, website), and resubmit. If it keeps failing, contact Mersal support to review your account status.

No. Meta controls verification, display name, template and account approvals. Mersal helps you prepare and resubmit, but cannot guarantee a result.

Often yes, if it meets the requirements and isn’t active on the regular WhatsApp app when it is migrated. Use a number the business owns, not a personal one.

You won’t be able to message that customer, and repeated blocks can lower your quality rating. Message only opted-in contacts to protect your number.

Meta reviews and approves templates. Mersal submits them and shows the status, but cannot guarantee approval.

Usually because it was vague, miscategorised, missing variable context, or contained policy-sensitive content. Adjust and resubmit.

Marketing is promotional; utility is tied to an action like an order or booking; authentication is one-time codes; service messages are free-form replies inside the 24-hour customer service window.

Yes. You can create templates in Arabic or any supported language; the same category and clarity rules apply.

Yes. Templates support media headers and call-to-action or quick-reply buttons, as long as they are relevant and compliant.

Yes. Send WhatsApp campaigns to organised, opted-in contact lists using approved templates. Start with smaller batches and segment your audience.

Yes. Use template variables to personalise with a name, order number, date and more — mapped from your contact fields.

No. You can only message customers who have opted in, and business-initiated messages need approved templates. Cold, unsolicited messaging isn’t allowed.

Mersal bills your platform subscription and SMS wallet usage. Meta bills WhatsApp usage directly to the payment method connected to your WABA.

Mersal does not bill or mark up Meta’s WhatsApp usage. Meta bills it directly to your WABA payment method; SMS usage is deducted from your Mersal wallet.

Yes. You must collect proper opt-in before sending WhatsApp campaigns, and let customers opt out of marketing messages.

Mersal gives you the tools to communicate with customers, but your business is responsible for collecting proper opt-in and sending compliant messages.

Common reasons include invalid numbers, recipients not on WhatsApp, a quality issue, or a customer who blocked your business. Use delivery statuses to see which failed and why.

Pause aggressive sending, message only opted-in contacts, and improve relevance. Quality recovers over subsequent, well-received sends.