WhatsApp number and connection types
Zid WhatsApp runs on the WhatsApp Business Platform, also called the WhatsApp API: Meta's official way for a system such as your store to send and receive messages in your name. There is no app to install; you use it from the dashboard. This page compares it with the WhatsApp Business app, helps you choose how to connect your number, and explains how to change or move the number later.
WhatsApp Business app or Zid WhatsApp
| WhatsApp Business app | Zid WhatsApp | |
|---|---|---|
| Cost | Free. | Each delivered message uses points, priced by its category and the customer's country. Replies have a free monthly allowance. |
| Order updates | You write each one yourself. | Sent automatically when an order's status changes. |
| Abandoned carts | No reminders. | Automatic reminders bring customers back to their carts. |
| Starting a conversation | You can message a customer at any time. | You start with a template Meta approved, unless the customer messaged you in the last 24 hours. |
| Messages to many customers | Broadcast lists of up to 256 people, which reach only people who saved your number. | Campaigns reach customers who agreed to receive your messages, even if they didn't save your number, within your daily limit. |
| Team | One phone and up to 4 linked devices. | A shared inbox in the dashboard, with each customer's orders and spending beside the chat. |
| Reports | None. | A message log of what was delivered, read or failed, and what each message cost. |
The app is often enough while you have few orders and your chats are personal. Zid WhatsApp starts to pay off when you type order confirmations by hand every day, abandoned carts go without reminders, several people answer customers from one phone, or your offers don't reach customers who haven't saved your number.
Meta's policies apply to both. A number that customers often block or report can be restricted on the app and on the API alike, and unofficial bulk-sending tools are one of the most common reasons numbers get banned.
For prices and how points are charged, see Message templates and costs.
Choose how to connect your number
When you connect your number, Meta's window offers two methods:
| Method | How the number works |
|---|---|
| Connect a new number (Preferred) | It works only from Zid. You can't use it in any WhatsApp app on a phone, and every chat is handled in the dashboard. |
| Connect a number already on the WhatsApp Business app | It keeps working in the app on your phone and works in Zid at the same time. Meta calls this coexistence. |
A number that runs only in Zid suits stores that handle every chat from the dashboard and send regular campaigns to many customers. Connecting your app number suits stores that want to keep chatting from the phone while Zid sends the automated messages.
Before you connect
Use a number you own that can receive a verification code by SMS or call. Unified numbers, such as 9200 numbers, work if they can receive calls.
If the number is on regular WhatsApp, move it to the WhatsApp Business app first, which keeps your chats, then connect it with Connect a number already on the WhatsApp Business app. Registering it as a new number deletes its WhatsApp account and its chat history.
A number that Meta banned can't be connected. Appeal the ban with Meta first.
To connect a number from the WhatsApp Business app:
Update the app to version 2.24.17 or later.
Use the number in the app for at least 7 days first. Meta can refuse numbers registered very recently.
Make sure the number isn't connected to the WhatsApp API in another Meta account or with another provider.
What changes when your app number joins Zid
| What | Result |
|---|---|
| Stays in the app only | Chats, calls, catalog, quick replies, greeting and away messages, and labels keep working on your phone. They don't appear in Zid. |
| Copies to Zid | Individual chats and contacts from about the last six months, if you choose Share all messages while connecting. Groups don't copy. |
| Stops in the app | Creating new broadcast lists (existing lists become read-only), disappearing messages, view once and live location sharing. |
| Happens once | Your linked devices are logged out. You can link up to 4 devices again. |
You choose whether to share your messages once, while connecting. To change your choice, cancel the number and connect it again.
Open the WhatsApp Business app at least once every 14 days. Otherwise the connection with Zid can drop, and you have to connect again.
Replies you type in the app on your phone are free and don't count toward your free support messages. Messages Zid sends, and replies you send from live chat, are charged as usual.
You change the display name of this number from the app on your phone, not from Zid. See Meta verification, limits and display name.
Meta's free test number
Meta's connection window can offer a free test number instead of your own. Meta assigns it at random with the US country code, so it starts with +1 555, and verifies it for you without a text message or call. It lets you try Zid WhatsApp, but it doesn't suit messaging your customers:
It can't send any message until Meta approves its display name.
Its country code can't be changed, and it can't move to another business portfolio.
It works only on the WhatsApp API. You can't use it in the WhatsApp Business app.
Each business portfolio can have at most 2 free test numbers.
Meta reviews the test number's display name only after your business portfolio delivers 2,000 messages to 2,000 different customers within 30 days, outside the customer service window. Meta counts the limit for the whole portfolio, not per number, and the test number can't send before its name is approved. So you reach the 2,000 messages by sending from a real number in the same business portfolio. For example, if you verified your business but use only a test number, its display name stays unreviewed until a real number in the same portfolio sends those 2,000 messages.
Connect a number you own once you're ready to message customers.
Meta offers this number when you choose Use a display name only in its connection window. To connect your own number instead, choose Add a new number.
Change your number
On the WhatsApp page, open the more menu (⋮) and choose Cancel account. Under Why are you cancelling the account?, choose Connect a different number, then select Cancel account. See Cancel your WhatsApp account.
Wait until the number's status shows Canceled.
Click Activate a new account and connect the new number.
Message templates belong to your WhatsApp Business account in Meta, not to the number. If you connect the new number under a different WhatsApp Business account, Meta reviews your templates again, which usually takes up to 24 hours.
Switch between the app and Zid only
Moving a number between the WhatsApp Business app and the API happens partly in Meta. Before you start, make sure the number can receive a verification code by SMS or call.
Use your Zid number in the WhatsApp Business app
Your earlier chats in Zid don't move to the app, so save anything you need from them first.
Cancel the number in Zid and wait until its status shows Canceled.
In Meta Business Suite, open Settings > Accounts > WhatsApp accounts, delete the number, and check that it's gone.
Wait 3 to 5 minutes until the number is free.
Install the WhatsApp Business app, register the number with its verification code, and complete your business profile there.
Use the app normally for about 7 days. You can skip this step, but Meta can refuse a number registered very recently.
On the WhatsApp page, click Activate a new account and choose Connect a number already on the WhatsApp Business app. Scan the QR code from the app, and choose Share all messages if you want your chats in Zid.
To connect a different number from the app instead, make sure it's registered in the WhatsApp Business app version 2.24.17 or later and has been used there for at least 7 days. Cancel the current number, wait for Canceled, then connect the app number the same way. Once you delete the old number from Meta, you can register it on any WhatsApp app again.
Run your app number from Zid only
Deleting your account from the app erases its chat history, which doesn't move to Zid. Back up the chats you need first.
Cancel the number in Zid and wait until its status shows Canceled.
In the WhatsApp Business app, open Settings > Account > Delete account and delete your account.
In Meta Business Suite, open Settings > Accounts > WhatsApp accounts, delete the number, and check that it's gone.
Wait 3 to 5 minutes until the number is free.
On the WhatsApp page, click Activate a new account, choose Connect a new number, and enter the verification code you receive.
The switch usually takes a few minutes. From then on, the number works only from Zid, and you answer customers from live chat. Messages customers send while you switch aren't lost; they arrive once the number is connected.
To keep your current number in the app and connect a different one to Zid only:
Make sure the new number isn't registered in any WhatsApp app. If it is, delete the account from that app first (Settings > Account > Delete account), and make sure the number can receive a verification code.
Cancel the current number in Zid and wait until its status shows Canceled.
In the WhatsApp Business app on the current number, open Settings > Account > Business Platform and unlink Zid.
On the WhatsApp page, click Activate a new account, choose Connect a new number, and enter the verification code you receive.
Your old number keeps working in the app with its chats, but it's no longer connected to Zid.
Move your number to another provider
Cancel the number in Zid. WhatsApp messages to your customers, such as automated messages and campaigns, stop. Your subscription, points balance and reply flows are kept.
Follow the new provider's connection steps. If the provider needs a number that isn't on any WhatsApp account, delete the number from your WhatsApp accounts in Meta Business Suite first.
You can cancel the number at any time, but under Meta's policy its official cancellation takes effect at the end of the month.
If Meta says the number is already registered to another account, see Troubleshoot Zid WhatsApp.
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