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What is Quality rating?

Your quality rating is based on how messages have been received by recipients over the past seven days and is weighted by recency. It is determined by a combination of quality signals from conversations between businesses and users. Examples include user feedback signals like blocks, reports and the reasons users provide when they block a business.

The Quality rating column displays the quality states, including:

  • Green: High quality
  • Yellow: Medium quality
  • Red: Low quality

If your quality rating reaches a low state or your phone number status changes, you'll receive an email and notification in Business Manager as a warning. Your Status will change to Flagged or Restricted.

Where can I know my Quality Rating?

Once you have your WhatsApp Business API created on Superlemon, you can go to “My WhatsApp” section of Superlemon & Check the Quality Rating. 

How to maintain a high Quality rating?

  • Make sure your messages follow the WhatsApp Business Policy and Commerce Policy.
  • Only send messages to users who have opted into receiving messages from your business. People who have already opted-in to receive this information from the business over WhatsApp, are not surprised when the business messages them
  • Make the messages highly personalized and useful to users. Avoid sending open-ended messages. (Ex: based on recent purchases or recent engagement with the business, personalized content in the message itself)
  • Be mindful of messaging frequency; avoid sending customers too many messages a day. Be thoughtful of informational messages, optimizing for content and length.
  • Always add an opt-out option frequently with your template notifications, so users feel they have control over the incoming messages.

How to improve my current Quality rating?

To improve your quality rating:

  • Check whether you or anyone from your business has added a template within the last seven days. This may help identify the problematic template.
  • Make sure that your notifications comply with WhatsApp policies.
  • Evaluate if you have a user opt-in for any recent template topics. For example, if you only have a user opt-in for purchase receipts but use the API for account updates, customers may respond negatively because they didn't opt into that specific communication.
  • Review your notifications against WhatsApp’s Best Practice Guide.
What is a flagged/restricted status?

Flagged: This status occurs when the quality rating reaches a low state. Businesses can't upgrade messaging limit tiers during the Flagged phase. If the message quality improves to a high or medium state by the seventh day from when your status was moved to Flagged, the status will return to Connected. If the quality rating doesn't improve, your status will still return to Connected, but you'll be placed in a lower messaging limit tier.

Restricted: This status occurs when you reach your messaging limit. During a Restricted phase, you can't send any notification messages until the 24-hour window is reset. You can still respond to any messages that customers initiate.

How to get back to good account health, and get outside the flagged status?

Once the WhatsApp business API account is Flagged, you'll need to maintain a healthy state on the account for at least 7 days before you can work towards upgrading your account. Hence you need to reduce or completely stop sending notifications that were getting reported or blocked by users. While sending notifications to up to 1000 unique numbers is okay, be sure to send only those messages that won't be reported or blocked by customers, and those that don’t hinder customer experience. Keeping customer engagement healthy (incoming chats, and responses) is key during this phase. Once the account is back in good health, you can attempt to upgrade the Tiers.