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WhatsApp Business Compliance Policy

Last updated: March 15, 2026

This WhatsApp Business Compliance Policy ("Policy") governs the use of WhatsApp Business API messaging features within the Skode Flow platform ("Services") provided by Skode Technologies ("Skode," "we," "us," or "our"). All users who send WhatsApp messages through Skode must comply with this Policy, the WhatsApp Business Platform Terms of Service, the WhatsApp Commerce Policy, and all applicable laws.

1. Overview

Skode Flow integrates with the WhatsApp Business Platform (provided by Meta Platforms, Inc.) to enable businesses to communicate with customers via WhatsApp. As a WhatsApp Business Solution Provider, Skode facilitates access to the WhatsApp Business API. Both Skode and our customers must adhere to Meta's policies governing the use of WhatsApp for business communications.

This Policy is in addition to our Terms of Service, Privacy Policy, and Opt-In and Consent Policy.

2. WhatsApp Commerce Policy Compliance

All messaging through Skode Flow must comply with the WhatsApp Commerce Policy. This includes restrictions on the types of products and services that can be promoted or sold via WhatsApp. Prohibited categories include but are not limited to:

  • Illegal, illicit, or counterfeit products or services.
  • Tobacco, alcohol, or controlled substances.
  • Weapons, ammunition, or explosives.
  • Adult products, services, or content.
  • Real money gambling or games of chance.
  • Products or services that infringe intellectual property rights.
  • Discriminatory practices or hate speech.
  • Surveillance equipment or services.

3. Opt-In Requirements

Before sending WhatsApp messages to any recipient, you must obtain valid opt-in consent that meets the following requirements. For UK recipients, consent must also comply with the Privacy and Electronic Communications Regulations 2003 (PECR) and the UK GDPR. For EU/EEA recipients, consent must comply with the ePrivacy Directive (2002/58/EC) as implemented in the relevant member state and the GDPR.

  • Active Consent: Opt-in must be obtained through an active, affirmative action by the user (e.g., clicking a button, checking an unchecked box, sending a keyword). Pre-checked opt-in boxes are strictly prohibited.
  • Separate Consent Per Category: You must obtain separate consent for each message category (marketing, utility, and authentication). A single blanket consent for all message types is not sufficient.
  • Clear Disclosure: The opt-in flow must clearly state (a) the name of your business, (b) that the user is opting in to receive WhatsApp messages, (c) the types of messages they will receive, and (d) how to opt out.
  • No Third-Party Opt-In: You may not send WhatsApp messages to contacts obtained from third-party lists, purchased databases, or scraped sources.
  • Record Retention: You must maintain timestamped records of all opt-in consents for a minimum of 5 years, including the method of consent, date and time, the specific language presented, and the phone number.

4. Opt-Out Mechanism

You must provide a clear and functional opt-out mechanism for all WhatsApp messaging:

  • Recipients must be able to reply with STOP to opt out of future messages.
  • You must honor opt-out requests promptly and cease all messaging (except legally required transactional messages) within 24 hours.
  • Opt-out instructions should be included in marketing messages and communicated during the initial opt-in flow.
  • You must not send any messages after an opt-out request, including "we're sorry to see you go" follow-up messages.

5. Message Categories

WhatsApp Business messages are classified into three categories, each with specific rules and pricing:

  • Marketing Messages: Promotional content, offers, product announcements, and re-engagement campaigns. These require explicit marketing opt-in and are subject to Meta's template approval process. In the UK, marketing messages via WhatsApp constitute "electronic mail" under PECR Regulation 22 and require prior consent unless the soft opt-in exemption applies (existing customer relationship + similar products/services + opt-out provided).
  • Utility Messages: Order confirmations, shipping updates, appointment reminders, payment receipts, and other transaction-related communications. These are sent to facilitate an existing transaction or relationship.
  • Authentication Messages: One-time passwords (OTPs), verification codes, and account recovery messages. These must use the predefined authentication template format.

6. Template Review Process

All WhatsApp message templates must be submitted for review and approval by Meta before they can be used. The review process includes:

  • Templates are submitted through the Skode Flow platform and forwarded to Meta for review.
  • Review typically takes 24 to 48 hours. Some templates may take longer.
  • Templates must comply with WhatsApp's content guidelines and must not contain prohibited content.
  • Rejected templates will include a reason for rejection. You may edit and resubmit rejected templates.
  • Previously approved templates may be revoked by Meta if they are later found to violate policies.

7. Prohibited Content

In addition to the WhatsApp Commerce Policy restrictions, the following content is prohibited in WhatsApp messages sent through Skode:

  • Spam or bulk unsolicited messages.
  • Phishing attempts or fraudulent links.
  • Malware, viruses, or malicious software distribution.
  • Content that threatens, harasses, or bullies recipients.
  • Misleading or deceptive content.
  • Content that impersonates another person or organization.
  • Content that violates applicable data protection laws.

8. Data Handling

WhatsApp messages and associated metadata are handled in accordance with our Privacy Policy. Specifically:

  • WhatsApp messages are end-to-end encrypted between the user's device and the WhatsApp Business API endpoint. Once received by the API, messages are decrypted for processing and storage within your Skode account.
  • Message content, metadata (timestamps, delivery status, read receipts), and contact information are stored in Skode's infrastructure for the duration of your subscription.
  • Data is processed for the purpose of enabling the messaging features and analytics you have configured.
  • You are the data controller for customer data processed through WhatsApp. Skode acts as a data processor on your behalf.

9. 24-Hour Messaging Window

WhatsApp enforces a 24-hour customer service window:

  • When a customer sends a message to your business, a 24-hour window opens during which you may send free-form (non-template) messages.
  • After the 24-hour window closes, you may only send pre-approved template messages.
  • Each new message from the customer reopens the 24-hour window.
  • Attempting to send non-template messages outside the 24-hour window will result in delivery failure.

10. Human Agent Tag Usage

The Human Agent tag extends the 24-hour messaging window to 72 hours and is intended for scenarios where a human agent needs additional time to resolve a customer inquiry. Usage of the Human Agent tag must comply with Meta's guidelines:

  • The tag may only be used when a human agent is actively handling the conversation.
  • It must not be used for automated marketing or promotional messages.
  • Misuse of the Human Agent tag may result in account restrictions by Meta.

11. Business Profile Requirements

Your WhatsApp Business profile must include accurate and up-to-date information:

  • Your business display name (must match your verified legal or trading name).
  • A profile picture (your business logo or representative image).
  • A business description.
  • Your business category.
  • Your business website URL.
  • Your business email address and physical address.

12. Number Quality Rating

Meta assigns a quality rating to your WhatsApp Business phone number based on how recipients perceive your messages:

  • Green (High Quality): Messages are well-received. Full messaging limits apply.
  • Yellow (Medium Quality): Some recipients have reported or blocked your messages. Review your messaging practices.
  • Red (Low Quality): A significant number of recipients have reported or blocked your messages. Messaging limits are reduced, and your number is at risk of being flagged or restricted.

Skode monitors your quality rating and will notify you if it drops to Yellow or Red. You are responsible for taking corrective action to improve your quality rating.

13. Account Restrictions

Meta may restrict or ban your WhatsApp Business account for policy violations. Skode may also impose restrictions on your use of WhatsApp features if you violate this Policy. Restrictions may include reduced messaging limits, template submission restrictions, temporary suspension of WhatsApp messaging, or permanent removal of WhatsApp access from your Skode account.

14. Meta Business Verification

To access full WhatsApp Business API features, including higher messaging limits and the green verified badge, you must complete Meta Business Verification. This process requires:

  • A Meta Business Manager account.
  • Submission of official business documents (business registration, tax ID, utility bill).
  • Domain verification via DNS record or HTML tag.
  • Verification typically takes 2 to 10 business days.

Skode provides guidance and support for the Meta Business Verification process. Contact support@skodeai.com for assistance.

15. Contact Information

If you have questions about this Policy or need assistance with WhatsApp compliance, please contact us: