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WhatsApp Number Requirements

Your phone number is the identity of your WhatsApp Business API account. This guide covers the requirements, registration process, and best practices for managing your WhatsApp business numbers.

Basic Requirements​

RequirementDetails
FormatE.164 international format (e.g., +919876543210)
CapabilityMust be able to receive SMS or voice calls (for one-time verification)
WhatsApp StatusMust NOT be currently registered on WhatsApp (personal or business app)
Number TypeMobile or landline (with SMS/voice capability)
OwnershipYou must own or have legal rights to the number

Supported Number Types​

TypeSupportedNotes
Mobile numbersYesMost common choice
Landline numbersYesMust be able to receive voice call for verification
Toll-free numbersYesSubject to regional availability
Virtual numbers (Exophones)YesCheck with Exotel for WhatsApp-eligible Exophones
Shared short codesNoNot supported by Meta
tip

If you plan to use WhatsApp alongside voice or SMS, discuss number strategy with your Exotel account manager. In some cases, you can use the same Exophone for WhatsApp and voice calls.

Number Registration Process​

New Number (Never Used on WhatsApp)​

  1. Navigate to WhatsApp > Phone Numbers in the Exotel dashboard
  2. Click Add Phone Number
  3. Enter the number in E.164 format
  4. Choose verification method:
    • SMS -- A 6-digit code is sent via SMS
    • Voice Call -- An automated call reads out the 6-digit code
  5. Enter the verification code within 10 minutes
  6. Your number is now registered

Migrating an Existing WhatsApp Number​

If your number is currently registered on WhatsApp (personal app or Business app), you must deregister it first:

From WhatsApp Personal App​

  1. Open WhatsApp on your phone
  2. Go to Settings > Account > Delete my account
  3. Confirm the deletion
  4. Wait 5 minutes for Meta's systems to update
  5. Proceed with registration on Exotel

From WhatsApp Business App​

  1. Open WhatsApp Business on your phone
  2. Go to Settings > Account > Delete my account
  3. Confirm the deletion
  4. Wait 5 minutes for Meta's systems to update
  5. Proceed with registration on Exotel

From Another BSP​

If your number is currently hosted with a different BSP (not Exotel):

  1. Initiate a number migration request through Exotel support
  2. Exotel coordinates the migration with the existing BSP
  3. A 2-factor authentication code is generated
  4. The number is transferred to Exotel's hosting
  5. Your existing templates and quality rating are preserved
warning

Migrating from another BSP does NOT require deleting your WhatsApp account. Exotel handles the migration through Meta's official process. Deleting the account would cause you to lose your templates and messaging tier.

Multi-Number Setup​

You can register multiple phone numbers under a single WABA:

FeatureDetails
Maximum numbers per WABAUp to 20 (can be increased on request)
Shared templatesAll numbers under a WABA share the same templates
Independent qualityEach number has its own quality rating
Independent limitsEach number has its own messaging limit tier
Display nameEach number can have a different display name

When to Use Multiple Numbers​

  • Departments: Different numbers for sales, support, and notifications
  • Regions: Separate numbers for different countries or states
  • Brands: Different numbers for different product lines
  • Use cases: Separate transactional (utility) and marketing communications

Number Quality and Restrictions​

Quality Rating​

Each number has a quality rating that affects your messaging limits:

RatingColorImpact
HighGreenEligible for messaging limit upgrades
MediumYellowCurrent messaging limit maintained
LowRedMessaging limit may be downgraded

Quality rating is determined by:

  • Customer feedback (blocks and reports)
  • Message delivery rates
  • Template quality scores

For details, see WhatsApp Quality Rating.

Number Restrictions​

RestrictionDetails
One platform per numberA number can only be on one platform at a time (personal, business app, or API)
No simultaneous useCannot use the same number for both WhatsApp API and WhatsApp Business App
Verification requiredEvery new number must be verified via SMS or voice call
Cool-down periodAfter deregistering, wait at least 5 minutes before re-registering

Phone Number Formatting​

Always use E.164 format when interacting with the Exotel API:

CountryExampleE.164 Format
India98765 43210+919876543210
Singapore8123 4567+6581234567
Indonesia812-345-6789+628123456789
Malaysia012-345 6789+60123456789
Philippines0917 123 4567+639171234567
warning

Do not include leading zeros, spaces, dashes, or parentheses in the API. Always use the full international format with the + prefix and country code.

Number Deletion and Deregistration​

To remove a number from WhatsApp Business API:

  1. Navigate to WhatsApp > Phone Numbers in the Exotel dashboard
  2. Select the number you want to remove
  3. Click Deregister Number
  4. Confirm the action

After deregistration:

  • The number is released from the WhatsApp Business Platform
  • You can re-register it on WhatsApp (personal, business app, or API) after 5 minutes
  • Templates are retained at the WABA level but the number's quality rating is reset
  • Active conversations may be disrupted

Troubleshooting​

IssueResolution
Verification code not receivedEnsure the number can receive SMS/calls; try the alternate method (voice if SMS fails)
"Number already registered" errorDelete the WhatsApp account from the phone first, wait 5 minutes
Number migration stuckContact Exotel support; may require coordination with the previous BSP
Quality rating dropped to redReview recent campaigns, check template feedback, pause marketing messages temporarily