FAQ WEB WhatsApp

1. Open WhatsApp and enter the blocked phone number on the login screen.
2. Tap “Support” (or “поддержка”) to submit an unblock request.
3. Wait up to 24 hours for WhatsApp to review and respond.

Note: Multiple violations or frequent spam complaints can lead to permanent blocking of your number.

Possible Causes and Solutions:

1. You clicked “Disconnect phone” or “Clear” in your WhatsApp Web dashboard.  
2. You selected “Log out from all devices” in the WhatsApp mobile app.  
3. Your Internet provider performed maintenance or network changes.  
4. Your number was banned. Open WhatsApp on your phone to verify that the number still works.  
5. You haven’t opened the WhatsApp mobile app for a long time. Launch it at least once every two weeks.

1. Update the WhatsApp app on your phone.  
2. Log in to your dashboard and click “Disconnect.”  
3. Scan the QR code again.  

Note: If you don’t open WhatsApp for 14 days, the integration may disconnect once more.  

To eliminate recurring WhatsApp Web issues, we recommend switching to the WhatsApp Cloud API — it offers a more stable and secure connection.

You are not an administrator of the group.;
The user left the group earlier;
The user has blocked you;
The user has closed the possibility to invite him to the group.

Check your internet connection;
Refresh the QR code page;
Wipe the cell phone camera;
Try another monitor.

Go to the line settings, click "Disconnected" and scan the QR code from the mobile application of the desired account.

1. If the account is recorded in the phone book, then we get the name from the book.
2. If the account is not recorded in the phone book and there is a correspondence with the account, then we get the name from the WhatsApp profile.
3. If the account is not recorded in the phone book, there is a correspondence with the account, and the WhatsApp profile name is not assigned, then we get an empty name, which is replaced by the chatId value.
4. If the account is not recorded in the phone book and there is no correspondence with the account, then we get an empty name, which is replaced by the value of the chatId.

Yes, archived chats in the WhatsApp WEB channel appear in the ChatApp integration.

Solutions that are used to avoid blocking:

Before using the number, they conduct a regular correspondence with it for 10 days.;
Limit the number of employees using WhatsApp at the same time — no more than 3;
They send messages to no more than 200 recipients per day.;
They add the option to unsubscribe from the mailing list;
Increase the interval between sending messages during mailing;
Exclude the employee's name from the signature in the message.

To send WhatsApp messages without the risk of being blocked, we recommend using the WhatsApp Cloud API.

Employees can work on the same number, but you can connect multiple numbers, such as sales, implementation, technical support, etc.:

Buy separate ChatApp lines with the necessary channels for each phone number.
In Bitrix24, create or configure an Open Line for each ChatApp line.
In amoCRM, enter the username and password of the line owner in the integration settings.

Messaging in Bitrix24 via WhatsApp. Messaging should be performed by business messengers only, for example by official WhatsApp.

ChatApp smart messaging via WhatsApp. Messaging may be performed in any messenger, for example, WhatsApp WEB, since smart messaging sets pauses and does not send all messages at once.

If a client does not use WhatsApp, you may use integration with Telegram personal.

For messaging in WhatsApp use official product for business where the messaging is limited only by your budget for internet traffic, but remember, a client may add your number to a blacklist.

For connection of official WhatsApp you don’t need a phone, any active WhatsApp number could be connected to official integration. Recommended.

Turn on the "Online" setting in the WhatsApp WEB channel:

To prevent your number from being blocked, follow this step-by-step warming-up procedure, especially after creating an account or registering a new number.

Number Warming-Up Stages:

1. First 24 Hours  
  • Right after registration, do not log into WhatsApp Web or connect to any integrations.  
  • Wait at least 24 hours before any activity.

2. Days 1–3: Incoming Messages Only  
  • Only communicate with contacts who message you first.  
  • Don’t receive a large volume of incoming messages in a short time.  
  • Goal: demonstrate natural, social use of the number.

3. Days 4–6: Replying + Moderate Outreach  
  • You may reply to incoming messages.  
  • You may initiate chats, but do so with pauses.  
  • Example: no more than 10–20 replies per hour to ongoing conversations, rather than 100 messages in a row.  
  • Ensure messages are personalized, not identical templates.

Principles of Safe Communication

Ideal Scenario (Maximum Safety)  
• Customers write to you first.  
• They add your number to their contacts.  
This scenario virtually eliminates blocking risk.

Recommended Approach (Minimal Risk)  
• Gradually increase your activity.  
• On first contact, ask for permission to communicate.  
• Address customers by name and tailor messages to them.  
• Aim for at least 50 customer replies for every 100 messages you send.

High-Risk Actions (High Blocking Risk)  
• Using a number registered less than 10 days ago.  
• Initiating chats without prior contact.  
• Sending templated, non-personalized messages.  
• Broadcasting to large recipient lists.  
• Receiving no replies from customers.  
• Sharing content perceived as unsolicited spam.