Short answer: you may message a customer on WhatsApp only after they’ve agreed to hear from you (opt-in), you must stop when they ask you to, and some kinds of business are not allowed on WhatsApp at all, including debt collection. Messages you start are sent as approved templates, and most of them cost money per message.
Do I need permission before messaging a customer?
Yes. WhatsApp’s Business Messaging Policy requires that people have given you their number and agreed to receive messages from your business. Keep a record of when and how each person opted in, for example “signed up at the counter on 3 Oct”. If someone asks you to stop, stop.
What is not allowed on WhatsApp?
WhatsApp keeps a list of prohibited businesses and uses. The version updated on 23 September 2026 includes payday loans, peer-to-peer lending, bail bonds and debt collection, among others. So chasing overdue payments over WhatsApp is out. Use a phone call or SMS instead, politely and during reasonable hours.
Healthcare businesses should also be careful: booking appointments is a normal service, but don’t discuss treatment or sell medicines over WhatsApp.
What’s a template, and why do I need one?
When you start a conversation (a reminder, an offer, an order update), WhatsApp requires a pre-approved message template. Meta reviews each template, usually within a day or two. When a customer messages you first, you can reply freely for a limited window.
How much do WhatsApp business messages cost in India?
Meta charges per template message, by category. When we checked Meta’s India rates on 20 September 2026, a marketing message was about ₹0.86, and utility and authentication messages about ₹0.12, before GST and any reseller markup. Rates change, so check Meta’s current pricing page before you budget.
A simple checklist
- Record every opt-in: who, when, and how.
- Honour opt-outs straight away and never message those numbers again.
- Keep marketing messages relevant and not too frequent.
- No debt collection, no prohibited products.
- Get templates approved before a campaign, not on the day.
Reveaxa’s WhatsApp campaigns only send to contacts with a recorded opt-in, and our payment reminders never use WhatsApp.
Reveaxa guide reference: RVX-B-whatsapp-business-rules-india