WhatsApp Business Account (WABA) Basics

A WhatsApp Business Account, or WABA, is the foundation of everything you do on WhatsApp's business side. Think of it as your official "business presence" on WhatsApp - it's where your business profile lives, where your phone number is registered, and where you manage all your templates, catalogs, and team access.

Without a WABA, you cannot use WhatsApp API or connect to platforms like Chakra Chat. So understanding what it is and how it works is your first step to getting started.

What exactly is a WABA?

A WABA is a Meta account that represents your business on WhatsApp. It sits between your actual WhatsApp number and the API or platform (like Chakra Chat) you use to send and receive messages.

Here's a simple way to think about it:

• Your phone number is the address where customers can reach you (e.g., +91-9876543210).
• Your WABA is the "business registration" that allows you to use that number for business messaging at scale, with templates, automations, and team access.
• Chakra Chat (or any platform) is the tool you use to manage and access your WABA.

Without a WABA, you can only use WhatsApp's personal or Business app on your phone. With a WABA, you unlock the API, which means you can automate messages, integrate with other tools, and have multiple people managing the same number from different devices.

Why do you need a WABA?

Use WhatsApp at business scale

• Send messages to thousands of customers.
• Have multiple team members reply from the same number without conflicts.
• Access the same conversations from computers, tablets, or multiple devices.

Create and use message templates

• Templates are required to send messages outside the 24-hour customer window.
• Templates ensure compliance and consistency.

Run campaigns and automations

• Send bulk notifications (order updates, reminders, offers).
• Automate common messages (confirmations, follow-ups).
• Segment your contact lists and send targeted messages.

Integrate with other systems

• Connect your CRM, e-commerce platform, or helpdesk.
• Sync customer data and messages with your business systems.
• Trigger WhatsApp messages from your website or app.

Get analytics and insights

• See how many messages were delivered, read, or replied to.
• Understand which templates perform best.
• Track team member activity and response times.

Without a WABA, none of this is possible - you're stuck with just a phone and the WhatsApp Business app.

Core components of a WABA

When you create a WABA, several things come together:

Your Business Information

• This is the basic details Meta needs to verify your business:
• Business name (the official name customers will see)
• Website (helps Meta verify you're a legitimate business)
• Email address (where you receive notifications)
• Business phone number (separate from your WhatsApp number, often your general business line)
• Business address (physical location or business address on file)
• Business category (e.g., Retail, Services, Technology, etc.)

Your WhatsApp Phone Number

• This is the actual phone number customers use to contact you via WhatsApp. Key rules:
• Must be a unique, active phone number (you can't use the same number for two WABAs).
• Can be mobile, landline, or toll-free (with restrictions).
• Should be "clean" - not previously used for spam or violations.
• Once linked to a WABA, cannot easily be moved to another account without Meta's intervention.

Business Verification Status

• Meta checks your business details to make sure you're legitimate. Your verification status affects what you can do:
• Verified (blue checkmark): Full access to all features.
• Unverified (no checkmark): Limited features, lower sending capacity.
• Restricted or Suspended (red flag): Usually means policy violations.
• You typically start unverified and upgrade after providing documents (GST, company registration, etc.).

Display Name

• This is the name that appears in your customers' WhatsApp chats. For example:
• Customer sees: "XYZ Store" (your display name)
• Not your personal name
• Must match your business name (roughly) for customer trust
• Requires Meta approval

Business Profile

• Once customers message you, they see your business profile card. It includes:
• Logo (your brand icon)
• Description (short tagline about your business, ~100 characters)
• Website (clickable link)
• Email address (customers can email you)
• Business hours (when you're available)
• Address (store location or office)
• Categories (e.g., "Retail Store", "Restaurant", "Salon")
• This is like your "WhatsApp business card" - customers use it to decide if they want to message you.

Message Templates

• Templates are pre-approved messages you can send to start conversations or send bulk messages. Every WABA has a template library where you can:
• Create new templates (for order updates, confirmations, OTPs, etc.)
• Submit them for Meta's approval
• Use them for broadcasts or automations
• Track their performance
• More on templates in a separate article, but know that they are core to a WABA.

Contact Lists & Catalogs

• Your WABA stores:
• Contacts (customer phone numbers and optional info like name, location, preferences)
• Catalogs (product lists if you run e-commerce or services)
• Segments (groupings of contacts for targeted campaigns)

How WABA connects to a business

Here's the flow:

Your Business ↓ Meta Business Manager (Facebook account) ↓ WhatsApp Business Account (WABA) ↓ WhatsApp Phone Number ↓ Chakra Chat (or any platform) ↓ Your Team & Customers

To create a WABA, you need:

• A Facebook Business Manager account (this is Meta's way of organizing all your accounts - ads, pages, WhatsApp, etc.).
• A valid business email and phone number.
• Business verification documents (GST, company registration, etc. - varies by country).
• A phone number to link (the actual WhatsApp number customers will use).

Once set up, your WABA sits in Meta's ecosystem. Chakra Chat connects to your WABA via secure API keys, so your team can manage everything from one dashboard.

WABA vs Personal WhatsApp

What's the difference?

Feature	Personal WhatsApp	WABA (WhatsApp Business API)
Users per account	1 person (your phone)	Unlimited team members
Devices	1 main + 1 linked	All devices simultaneously
Templates	None	Full template library, pre-approved
Bulk messaging	Manual (very slow)	Automation at scale
Integrations	None	CRM, e-commerce, helpdesk, etc.
Analytics	Basic (message count)	Detailed (delivery, reads, replies, cost)
Pricing	Free	₹500–100,000+ per month (pay-per-use)
Compliance	Not enforced	Strict policy enforcement
Support	Limited	Dedicated support

WABA Verification Status

When you create a WABA, Meta assesses your business. Your status determines what you can and cannot do:

Unverified WABA

• Starting point for most new businesses.
• Lower sending capacity (may have message limits).
• Cannot access some advanced features.
• Restricted to certain message categories.
• How to upgrade: Provide business verification (GST, company registration, etc.).

Verified WABA

• Meta has confirmed your business is legitimate.
• Full access to all templates, campaigns, and features.
• Higher sending capacity (no artificial limits).
• Can use all message categories (marketing, utility, auth, service).
• Blue checkmark on your business profile.

Flagged or Restricted WABA

• Means you've violated WhatsApp Business Policy.
• Examples: Spam, misleading messages, prohibited products, policy violations.
• May lose ability to send messages or use templates.
• Can appeal or provide more info to restore access.

Suspended WABA

• Severe policy violations.
• Account is blocked; you cannot send any messages.
• Usually happens after repeated warnings.
• May be permanent or temporary depending on severity.

Pro tip: To avoid issues, understand the policies from day one. We cover this in detail in the Compliance section of this wiki.

Display Name

Your display name is what customers see when they message you. It's crucial for trust and branding.

Display Name Rules

• Must match your business name (roughly).
• Must be clear and identifiable (not random letters or numbers).
• Cannot impersonate someone else or be misleading.
• Examples of good display names: "XYZ Store", "ABC Salon", "Tech Support Team".
• Examples of bad display names: "CLICK HERE", "FREE OFFER!!!", "Customer Support 123".

Display Name Approval

• When you create a WABA, you propose a display name.
• Meta reviews it (usually within 24–48 hours).
• If approved, customers see it immediately.
• If rejected, you get feedback and can resubmit (usually a formatting or clarity issue).

Changing Your Display Name

• You can request a change after the initial approval.
• Meta reviews the new name again.
• Requests are usually approved within 24 hours if the new name is legitimate.

Building your Business Profile

Once your WABA is set up, customers see your business profile when they open the chat. It's like your WhatsApp storefront. Here's what to include:

Logo

• Your brand logo or company icon.
• Appears as a circular avatar in the chat.
• Should be recognizable and professional.

Description

• Short tagline: "We deliver groceries in 30 mins" or "Book your appointment here".
• Max ~100 characters.
• Keep it clear and benefit-focused.

Website

• Clickable link to your website or store.
• Customers can tap to visit.
• Optional but recommended for e-commerce.

Email Address

• Customers can email you directly (they'll see a "Contact via email" button).
• Use a monitored business email.

Business Hours

• Set your operating hours.
• Chakra Chat can show an "We're closed" message outside these hours.
• Helps manage customer expectations.

Address

• Physical location (e.g., store, office, clinic).
• Customers can see it on a map.
• Optional if you're purely online.

Categories

• Tag your business type (e.g., "Salon", "Retail", "Restaurant", "Logistics").
• Helps customers understand what you do.
• Example: A salon's profile might look like**
• Logo: Salon icon
• Name: "XYZ Beauty Salon"
• Description: "Hair, skin & wellness. Book now!"
• Website: www.xyzsalon.com
• Hours: Mon–Sat, 10 AM–8 PM
• Address: Downtown Plaza, Main Street
• Category: Salon & Spa

Key things about WABA

• A WABA is your official business registration on WhatsApp. Without it, you cannot access the API or scale beyond the Business app.
• Set it up correctly from day one. Business name, display name, and phone number must be accurate and match your real business - Meta verifies this.
• Verification status matters. An unverified WABA has limits; a verified one has full access. Invest time in verification docs early.
• Your display name and profile matter to customers. They're the first impression. Make them professional and clear.
• Policies are strict. Stay compliant from the start. Violations can limit or suspend your WABA. Read the WhatsApp Business Policy before sending any message.
• One WABA per business is normal. You can link multiple phone numbers to one WABA (in some cases), but typically it's one business = one WABA.
• Phone number cannot be easily changed. Once linked to a WABA, moving it to another account takes Meta intervention. Choose your number carefully.
• Your team connects through the WABA. Chakra Chat (or any platform) accesses your WABA via secure credentials. Multiple team members then manage chats from one dashboard.

What's next?

Once you understand WABA basics, the next steps are:

• Embedded Signup: How to quickly set up a WABA via Chakra Chat.
• Phone Number Management: Details on number linking, porting, and clean number requirements.
• Business Verification: What documents you need and why it matters.
• Message Templates: Creating your first templates for automations and campaigns.
• Compliance & Policies: Understanding WhatsApp Business Policy so you don't violate rules.

Each of these topics has its own wiki article. Start with the one most relevant to where you are in setup.