Question 1

How to verify your Facebook Business account on Meta

Accepted Answer

Why should I verify my business on Facebook?

It's best practice to verify your business account on Meta for a couple of reasons:

It increases the amount of WhatsApp messages you can send in a 24 hr period. Verified accounts can send 10k and 100k+ messages per 24 hour period.
It increases your chances of getting your message templates approved.
Verified business are less likely to be reviewed or have issues with Facebook.

How to verify your business on Facebook

Go to Business Manager’s Security Center. Click Start verification.
Provide your business’s key details, including the legal business name, address, phone number and website. Note: Make sure the details you submit exactly match the details of your legal business entity. Also make sure your business’s website loads and is HTTPS compliant.
Confirm your business’s details. If no matching record is found, upload supporting documents, such as a business license or articles of incorporation, to confirm the details you entered.
Choose a method to confirm your connection. A confirmation code will be sent if you choose email, phone, text message or WhatsApp. To confirm via domain verification, follow these steps.

Email (The domain of your business email

Question 2

How to Appeal a WhatsApp Violation or Ban

Accepted Answer

This walkthrough will tell you more about WhatsApp Policies, how to adhere to them and appeal decision when

How WhatsApp Violation Policy works:

If Facebook believes an account is in violation of one of it's Business policies ( WhatsApp Messaging Policy, WhatsApp Commerce Policy, and WhatsApp Business Terms of Service) it will send warnings, account violations, and potentially account bans.

When filing an appeal:

Facebook will send you an email that your account has had a violation or been banned. In that email there will be a link to appeal the decision. You can also log into your Facebook Business Manager and Navigate WhatsApp Account Overview -> Business Portfolio -> WhatsApp account.

In this page you will see the ability to request for review in your account. Once you see the request click on the active request.

Enter in the information on why you believe the vi

Question 3

How to send Whatsapp Icebreakers (+ Best Practices)

Accepted Answer

❔What’s an icebreaker ?

It’s how we decided to name our Whatsapp campaigns 😊

An Icebreaker is similar to an email newsletter: it's a message sent to your entire base or a segment of your WhatsApp subscribers.

All messages are sent at the same time.

⚡ How to Send an Icebreaker with CoCo?

1️⃣ Click on "Icebreakers" in the left menu (red arrow)

You will arrive on this dashboard that lists all your past or future Icebreakers along with their statistics.

Capture d’écran 2024-06-24 à 14.34.26.png

2️⃣ Click on “Create Icebreaker” on the right (blue arrow)

Capture d’écran 2024-06-24 à 14.34.26.png

3️⃣ Edit your Icebreaker

→ Language / Targets:

You can select the language of your Icebreaker using the "select language" option (red arrow).

If you have subscribers from different countries in your database (for example, France, UK, Spain), selecting a language will segment your Icebreaker.

For example, if you select "Spain", it will only send the Icebreaker to people in your database with a Spanish number.

→ The “product to push” (optional):

You can select a specific product to send via the "product to push" option. It will automatically take the product photo from Shopify.

If you want to create

Question 4

How to properly set up the AI extra instructions in your account

Accepted Answer

You’ve just installed CoCo—congratulations! 🎉 Here’s how you can quickly provide additional information to ensure CoCo responds perfectly to your customers!

What CoCo Knows About Your Online Store

When you connect your Shopify store to CoCo, we automatically retrieve your entire product catalog. Each product includes its title, description, and various metadata unique to your store, which CoCo can utilize.

These details form the foundational knowledge of your online store for CoCo.

To enhance CoCo's understanding, navigate to the "AI Settings and Data" page and review the selected Product metafields. Ensure that the relevant ones are checked, as they can enrich CoCo’s responses with additional insights.

If you activate a metafield, it will be enabled for all products in your store.

AI Product Metafields

We do not recommend including customer reviews unless they are highly relevant. CoCo processes all available information, and some customer reviews may contain inaccuracies that could mislead the AI.

CoCo automatically knows :

The email you use for customer service
All your promo codes.
All the informations about your products.

You don’t need to add more informations about this 3 elements.

What Additional Information You Should Provide to CoCo

3 Essential Fields to Fill In

To optimize CoCo’s perfo

Question 5

How to Change your WhatsApp Display name

Accepted Answer

To change your display name in Meta WhatsApp Manager:

Go to Business Manager and select your business.
Click the hamburger Menu
Click WhatsApp Manager.
Click the account that you want to change the display name for.
Navigate to the left-most menu and click Phone numbers.
Under the Name column, hover over your current display name and click the pencil icon.
In the Edit display name section, enter a new display name.
Select Next.

Your display name will need to be approved by WhatsApp before it will change for customer. Once the display name is approved, we will update your display name in your account and show it to customers.

Question 6

How to trigger WhatsApp Messages inside of Klaviyo

Accepted Answer

How can I trigger WhatsApp Messages from a Klaviyo flow?

It's easy to connect Coco Webhooks to Klaviyo to trigger a WhatsApp Message from an existing Klaviyo flow without any devs.

Step 1: Configure the Webhook in Coco

Navigate to the Webhook section of the Coco dashboard in the Left hand menu and click on Webhooks. Within the Webhooks page Click the "Create Webhooks" button.

Step 2: Enter the Webhook information

Create a name for the webhook. (Best practice is to name the webhook after what you are using it for (ie. Klaviyo Browse Abandon Flow Recovery #3)
Select or Create a Template.
The Topic and Whitelisted integration will be preselected for the types of messages and integrations you can select.
Once you have selected a template click Create Webhook.

|| If you have already created an Automation or Campaign Template you can Select it from the Dropdown. If you need to create a template you can do so with the "Create new template" button. It will open up the template editor.

Step 3: Add a Webhook to your Klaviyo flow

When you create the webho

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