WhatsApp Business API FAQ Malaysia

WhatsApp Business API (WABA) is the enterprise version of WhatsApp for businesses. Unlike the free WhatsApp Business App (limited to one device, manual only), the API allows bulk messaging, AI chatbots, multi-agent teams, CRM integration, and all 4 Meta message categories at scale.

Not necessarily. For sending template messages through our portal, no coding is required. For automated triggers (e.g. auto-send when an order is placed), some API integration is needed — our technical team can assist.

Typically 1–3 business days. Our team handles Meta Business Manager verification, number provisioning, and template submission on your behalf.

Yes. Your existing Malaysian mobile or landline number can be ported to WABA. The number must not be currently active on the WhatsApp Business App. We guide you through migration.

You need your company SSM registration certificate and a Facebook/Meta Business Manager account. For regulated industries (banking, healthcare), additional documentation may be required. Our team guides you through exactly what to prepare.

None. No setup fee and no monthly fee. You pay only for the messages you send, at the per-message rates: Marketing RM 0.50, Utility RM 0.12, Authentication RM 0.10, Service RM 0.10/session.

You top up a prepaid credit balance. Each message sent deducts the corresponding per-message rate. You control your spending — no surprise bills.

Yes. All iwsapp.my pricing is in Malaysian Ringgit (RM). Unlike global providers who bill in USD, you avoid exchange rate risk.

Prepaid credits are valid for one (1) year from the date of top-up. See our User Agreement for full credit terms.

These are optional add-on modules priced separately based on requirements. The per-message rates are for sending messages only. Contact us for a quotation on add-ons.

Meta defines four categories: Marketing (RM 0.50/msg) for promotions, Utility (RM 0.12/msg) for transactional alerts, Authentication (RM 0.10/msg) for OTP/TAC codes, and Service (RM 0.10/session) for customer-initiated support.

A template is a pre-approved message format used for business-initiated messages. Every marketing, utility, and authentication message must use an approved template. Service messages (replies to customer-initiated chats) do not require templates.

Meta typically reviews templates within a few hours to 24 hours. Our team pre-reviews your template before submission to reduce rejection rates.

We advise you on the reason for rejection and help you rewrite and resubmit. Common reasons: wrong category, vague content, or prohibited content type.

Yes. WhatsApp supports messages in Bahasa Malaysia, English, Chinese, and most other languages.

Yes. WhatsApp Authentication messages deliver OTP/TAC codes at RM 0.10 per message — same as SMS — but with end-to-end encryption, 98%+ open rates, and auto-fill support on Android devices.

Yes. WhatsApp messages are end-to-end encrypted. The OTP is never visible to Meta or to iwsapp.my. Meta also supports configurable expiry times shown in the message.

The message will fail to deliver. For OTP use cases, we recommend maintaining an SMS fallback for recipients not on WhatsApp. iwsapp.my supports both WhatsApp and SMS under the same Mobiweb account.

A shared team inbox that allows multiple customer service agents to handle WhatsApp conversations on one business number — with proper assignment, internal notes, and response tracking. This is an add-on module.

WhatsApp Flows are multi-screen interactive experiences inside WhatsApp — appointment booking forms, lead capture, surveys, and product selection — without the customer leaving WhatsApp. This is an add-on module.

Yes — via REST API and webhooks, WABA can connect to Salesforce, HubSpot, Shopify, WooCommerce, and custom systems. Custom integration support is available as an add-on.

Yes. All WABA messages support images, videos, PDFs, audio files, and location pins within approved templates.

Yes. For marketing messages, you must have explicit opt-in consent from recipients. For utility messages, consent is implied from the customer action that triggered the message. For service messages, the customer initiated the conversation.

You are. As the data owner, you are responsible for obtaining proper consent from your contacts and managing opt-outs. iwsapp.my acts as a data processor that sends messages on your behalf. We can advise on best practices, but the consent and contact data responsibility rests with you as the sender.

The green tick is Meta's verified business badge — it appears next to your business name confirming it is an authentic, verified business. It is applied for separately from WABA setup and not guaranteed. See our Green Tick guide.

Yes. Meta can restrict or suspend accounts that violate their policies — high spam rates, prohibited content, or sending to non-opted-in contacts. Our team advises on compliant practices to protect your account.