WhatsApp Messaging Compliance

Last updated: July 20, 2026 — Version 1.0

Zero Headache handles WhatsApp Business messages on behalf of clients. WhatsApp messaging follows Meta's WhatsApp Business policies, the WhatsApp Business Solution Terms, and applicable law. This page sets out the rules that apply to clients using WhatsApp through the Service.

1. Opt-in required

A business may only message a person on WhatsApp if that person has opted in to receive messages from the business. The opt-in must be obtained through a clear action by the person, and the business must keep a record of it. The AI agent does not initiate WhatsApp contact with a person who has not opted in.

2. The 24-hour customer service window

A business has 24 hours from the last message a person sent to reply with a non-templated message. After the 24-hour window closes, business-initiated messages must use a pre-approved message template. The Service tracks the window and routes outbound messaging accordingly.

3. Approved templates

Business-initiated messages outside the 24-hour window use WhatsApp message templates that have been submitted to and approved by Meta. We track template approval status and resubmit automatically if a template is rejected. The Service does not send unapproved template messages.

4. Categories of messages

WhatsApp message templates are categorized (utility, authentication, marketing). The category affects delivery and cost. The Service uses the correct category for each message based on the client's configuration and Meta's rules.

5. Opt-out

A person can opt out of WhatsApp messages from a business at any time. The Service honors opt-out requests across channels, including WhatsApp, and suppresses the contact from further outbound messaging.

6. Client responsibility

Clients are responsible for obtaining the required opt-in before the Service initiates WhatsApp contact, for ensuring their message content complies with Meta's commerce and business policies, and for any industry-specific rules that apply to their vertical (for example, healthcare messaging may be subject to HIPAA). WhatsApp is not a HIPAA-default channel. If you handle protected health information over WhatsApp, you must have a signed BAA with us and a HIPAA-aligned configuration enabled, and you should confirm that your use of WhatsApp Business is permitted under your HIPAA compliance program. See our HIPAA & PHI Position if you handle protected health information over WhatsApp.

7. Contact

Questions about WhatsApp compliance can be sent to legal@zeroheadache.co.

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VP Operations, Group of Med Spas
Paris, France