WhatsApp Cloud API FAQ — opt-in, 24-hour window, billing | Nautilus Flow

Question 1

What counts as a WhatsApp opt-in?

Accepted Answer

Meta requires permission before the first business-initiated template. Nautilus Flow records that permission. Someone is opted-in for marketing when they message you first, tap Click-to-WhatsApp, or reply START. A CSV opt_in column without a prior chat is not enough for marketing unless you certify those contacts (audited, capped). Sending a message first is never opt-in — a delivered tick does not become consent. Marketing campaigns skip unknown, unsubscribed, and uncertified weak-consent contacts.

Question 2

Can I message someone for the first time?

Accepted Answer

Yes for genuine utility messages (order shipped, booking reminder, OTP) if you attest you have permission. No for marketing to a cold list — those people stay excluded until they write in, click Click-to-WhatsApp, or you record real opt-in. After they reply, later marketing is allowed.

Question 3

How does STOP / unsubscribe work?

Accepted Answer

If a customer replies STOP, unsubscribe, stop promotions, cancel, end, or quit (or taps a matching template button), Nautilus Flow marks them opted-out. Campaigns skip them. A later “ok” does not turn marketing back on — they must reply START, subscribe, or yes, or you re-record consent in the CRM.

Question 4

Why were contacts skipped from my campaign?

Accepted Answer

Marketing skips anyone without a strong WhatsApp opt-in (inbound / Click-to-WhatsApp / START), anyone who unsubscribed, and uncertified CSV or manual opt-ins with no prior chat. Certified weak consent is capped at 50 per send. Nautilus Flow also caps audience size to your plan and Meta messaging tier, and will not start a send if WhatsApp quality is Low (RED). Open the campaign preview to see eligible vs skipped counts.

Question 5

Will you stop a campaign if quality drops?

Accepted Answer

Yes. Nautilus Flow paces large sends, especially on new or low-tier numbers. If Meta holds or drops messages (including error 132015) or failure rate spikes, remaining messages pause and you are notified. We cannot override a Meta ban. We can stop the product from making it worse.

Question 6

Do I need technical skills to use Nautilus Flow?

Accepted Answer

No. The flow builder and campaign dashboard are designed for non-technical users. If you can use WhatsApp on your phone, you can use the platform. Developer APIs are optional for stores that want custom events.

Question 7

What is the 24-hour customer service window?

Accepted Answer

On WhatsApp Cloud API, a customer message opens a 24-hour customer service window. While it is open you can send free-form replies (text, media, interactive). When it closes, Meta only allows approved template messages. Sending a template does not reopen the window — the customer must message you again. Nautilus Flow locks the inbox composer and public send API outside the window so agents are not left with failed Meta deliveries.

Question 8

Why is the inbox blocked after I send a template?

Accepted Answer

Because the 24-hour window is still closed. A template lets you reach the customer; it does not restart free-form messaging. The waiting banner means a template already went out — keep using Send another until they reply. This is Cloud API policy, not a Nautilus-only rule. Meta rejects non-template sends outside an open customer service window.

Question 9

Is this the same as the WhatsApp Business mobile app?

Accepted Answer

No. Nautilus Flow uses the official Cloud API. The 24-hour restriction applies to Cloud API messages. The WhatsApp Business app can still send free-form chats; those app messages do not open or extend Cloud API customer service windows.

Question 10

Are the WhatsApp messaging costs included in the monthly plan?

Accepted Answer

No. The Nautilus Flow plan covers the software. WhatsApp conversation and template fees are billed by Meta to the payment method on your WhatsApp Business account. If you installed from the Shopify App Store, the Nautilus plan is billed by Shopify — that does not include Meta fees.

Question 11

How do I start from the Shopify App Store?

Accepted Answer

Install Nautilus Flow, then pick a plan on the Shopify plan page. We create a workspace from your Shopify store email and save the connector key — you do not fill a signup form or paste an API key. Event rules already work in Shopify Admin. Tap Connect WhatsApp to open Nautilus Flow, choose a dashboard password, and connect your WhatsApp Business number.

Question 12

I already pay for Nautilus Flow. How do I connect Shopify?

Accepted Answer

Shopify still needs a contract. Pick Free on the Shopify plan page so you are not charged twice. If the store email matches your Nautilus login, we bind this shop to your existing workspace. If the emails differ, sign in at nautilusflow.io and use Settings → Connect Shopify. Your PayPal, Stripe, or Razorpay plan stays the same.

Question 13

Does the Shopify plan include WhatsApp conversation fees?

Accepted Answer

No. Shopify App Pricing is only the Nautilus Flow software plan. Meta bills WhatsApp conversation and template fees separately. We do not send App Store merchants to nautilusflow.io/pricing to unlock the connector.

Question 14

Can I use my existing WhatsApp number?

Accepted Answer

Yes, but you must first delete it from the standard WhatsApp consumer or WhatsApp Business app. Once a number is registered with the official Cloud API, it cannot be used on mobile devices directly anymore.

Question 15

Which currency does my workspace use for billing?

Accepted Answer

India bills in INR via Razorpay; other supported countries bill in USD via PayPal. Choose your country under Settings → Billing region; currency locks after your first payment.

Question 16

How many agents can use the unified inbox?

Accepted Answer

Growth includes 3 team seats, Pro includes 5, and Business includes 10. Need more seats or higher limits? Contact Nautilus Flow for a Custom plan.