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This page collects the questions we’re asked most often. Use ⌘ + F (or Ctrl + F) to search for a word or topic.
Can’t find your question? Try Common Issues or email support@xobito.com.

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Getting Started

Xobito is a WhatsApp Business platform for companies who want to run customer conversations, marketing campaigns, and customer support through WhatsApp at scale. It sits on top of Meta’s official WhatsApp Business Platform (Cloud API).
Yes. You need a WhatsApp Business Account (WABA) inside Meta Business Manager. Xobito connects to your WABA — it doesn’t replace it. Don’t have one yet? Xobito walks you through creating one during setup.
Only if that number is not currently active in the WhatsApp or WhatsApp Business app. Once a number is registered on the official Cloud API via Xobito, it can no longer be used in the consumer apps on phones.If you want to use your existing number, first delete WhatsApp/WhatsApp Business from any phone using it. Then you can register it in Xobito.If you need to keep using it in the mobile app, use a different number for Xobito.
About 10 minutes if you have a verified Meta Business Manager and a ready-to-use phone number. Follow the Quickstart.
No. The number is hosted on Meta’s Cloud API — there’s no physical phone required, and no SIM card tied up.
Yes, you can start on a free trial. No credit card is required for the trial. See Billing.
If your number is already on Cloud API with another provider:
  1. Export your templates and contact list from the other provider.
  2. In Meta Business Manager, detach the number from your current provider.
  3. Connect the number to Xobito during setup.
  4. Import your contacts into Xobito.
  5. Re-create or migrate your templates (Xobito has a template import tool).
Messaging history typically does not transfer — that data stays with your previous provider. Plan this switch during a quiet period.

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WhatsApp & Meta

Meta charges per conversation, where a conversation is a 24-hour window with one customer. Pricing varies by country and by category (Marketing, Utility).Utility conversations are currently free under Meta’s promotions in many countries. Marketing conversations are typically the most expensive.See Meta’s conversation pricing page for the latest country-by-country rates.
WhatsApp consumer-to-consumer messages are end-to-end encrypted. Once you use the WhatsApp Business Platform (Cloud API), messages are encrypted in transit to and from Meta’s servers but Meta can process the content. This is true of every Cloud API provider — it’s not specific to Xobito.Xobito stores message content on its own servers (encrypted at rest) so you can search history, assign chats, and generate analytics.
When a customer sends you a message, a 24-hour window opens in which you can reply with any free-form content (text, images, files, etc.). Outside that window, you can only send pre-approved template messages.Xobito shows you whether the session is open with each contact in Live Chat.
A WABA (WhatsApp Business Account) is the business account inside Meta. One WABA can contain multiple phone numbers. Each phone number has its own display name, quality rating, and messaging tier.
Yes. Any phone number inside your WABA can be used. Agents can reply from any number they have permission for.
Meta rates each phone number:
  • Green — healthy, no restrictions.
  • Yellow — some issues; watch how users react to your messages.
  • Red — serious issues; sending may be temporarily paused.
Quality is based on user feedback — blocks, reports, and reply rates.
Meta limits how many business-initiated conversations a phone number can start per rolling 24 hours. Tiers: 250, 1k, 10k, 100k, unlimited. New numbers start at 250 and graduate up as you maintain good quality.

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Templates

Usually minutes to a few hours. Complex templates with media headers or URL buttons sometimes take up to 24 hours.
Common reasons: wrong category, missing sample values, URL not on a verified domain, promotional content in a Utility template. Full list in Template Rejection.
Small edits (fixing a typo) require re-submission. Meta re-reviews quickly but the template’s status drops to Pending during review.
Meta’s default limit is 250 templates per WABA, with higher limits available on request. Xobito itself has no template cap.
Yes, templates can have a media header. The header can be an image, video, or PDF. You upload the file in Xobito when creating or sending the template.
Yes. Create two templates with different copy, submit both, and split your campaign audience.

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Campaigns

Yes. Every scheduled campaign has a timezone picker. You can schedule in the workspace timezone or choose per-recipient timezone (based on the contact’s timezone field).
Meta controls this via your messaging tier. New numbers start at 250 business-initiated conversations per 24 hours. As you maintain good quality, you graduate to 1k, 10k, 100k, then unlimited.There’s no additional Xobito-side limit.
Use groups, source, or status filters when creating a campaign. You can also upload a CSV of exactly the contacts you want.
Yes. Use variables ({{1}}, {{2}}) in the template, then map each variable to a contact field (name, order ID, etc.) when sending.
Campaign reports show sent / delivered / read / failed counts with percentages. Click any row to see per-recipient details.
Yes — click Pause on the campaign detail page. Messages already queued in Meta may still send; new sends stop immediately.

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Chat & Inbox

Yes. Agents can be assigned to chats, or pull from a shared queue. Xobito prevents two agents from replying at the same moment via real-time presence.
No. To the customer, all replies come from the business phone number. Internally, every reply is logged with the agent’s name.
Open the chat → click Assign → pick a different agent. Xobito notifies both agents.
Yes. Create canned replies under Chat → Canned Replies. Type / in the message box during a chat to insert one.
Inside the chat, switch the composer to Note mode. Notes are visible to agents only — never sent to the customer.
Yes — the inbox has a filter for Unanswered and Assigned to me. You can also set SLA thresholds that highlight chats waiting too long.

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Automations & Bots

Three kinds:
  • Message Bots — keyword-triggered auto-replies.
  • Template Bots — time-triggered auto-sends (e.g. follow-up 2 days after signup).
  • Bot Flows — visual flow builder with branching logic, API calls, and handoff to agent.
Yes. A flow can include a “handoff” step that assigns the chat to an agent or to a queue, and pauses the bot until the agent closes the chat.
Yes — every template sent by a bot counts the same as a manually sent template.
Yes. Flow steps include an HTTP Request action that calls your API, then uses the response to pick a branch.
Yes. Bots run on our infrastructure — they don’t depend on anyone being logged in.

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Team & Roles

Your plan determines included staff seats. Extra seats can be added as overage or by upgrading.
Yes. Roles can be scoped to specific phone numbers, specific groups, or specific chat queues.
Team → Staff → Invite. Enter their email and pick a role. They get an email with a link to set a password and log in.
Yes. Team → Activity Log records every significant action (send, assign, delete, role change) with timestamps.
Yes. Open their profile → toggle Active off. They can’t log in but their history remains. Reactivate any time.

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Billing

Two separate bills:
  • Xobito charges you for the platform (plan fee, overage).
  • Meta charges you for WhatsApp conversations (per-conversation, country-specific).
Both are essential — you can’t use WhatsApp Business Platform without both.
Credit / debit cards (Visa, Mastercard, Amex, Discover). SEPA, ACH, and local methods in some regions. Enterprise customers — invoice billing by arrangement.
Yes. Go to Billing → Change Plan → Billing Cycle. Switching to annual typically unlocks a discount.
Yes. You’ll get an email reminder 7 days before renewal. To stop auto-renewal, cancel at any time — access continues until the end of the current paid period.
Settings → Billing → Invoices → Download for each invoice.
Yes — contact sales@xobito.com with proof of status.

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Privacy & Data

Your workspace data is stored in regional data centres. By default, new workspaces are provisioned in the region closest to your signup location. Enterprise customers can request specific regions.
Yes. Xobito is GDPR-aligned. You can export or delete any contact’s data on request. See Contacts → (contact) → Data Rights → Export / Delete.
Yes. Use Contacts → (contact) → Export contact data to generate a JSON export of everything on file.
Contacts → (contact) → Data Rights → Delete. This erases the contact, all messages, notes, and history. The action is logged for audit.
Anyone with the View chat permission. Scope it per-group or per-number in Team → Roles to limit exposure.
Multiple exports are available:
  • Contacts — Contacts → Export (CSV or Excel).
  • Chat history — Chat → Export (per chat, or by date range).
  • Campaign reports — Campaigns → (campaign) → Export.
  • Templates — Templates → Export (JSON).
  • Full workspace export — Settings → Data → Request export. Xobito emails a download link within 24 hours.
All exports include your custom fields and notes.

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API & Integrations

Yes. See API Reference. It covers contacts, messages, templates, campaigns, and webhooks.
Yes. Configure outbound webhooks under Developers → Webhooks. Contact, status, and source create/update/delete events can trigger a POST to your endpoint. For message delivery status, poll GET /api/v1/.../messages/{id}/status — message events do not fire outbound webhooks.
Xobito exposes webhooks and a REST API that work directly with Zapier, Make, and n8n. Pre-built connectors may be available — check Developers → Integrations.
Yes, via the API or webhooks. Popular CRMs (HubSpot, Salesforce, Pipedrive) can be synced two-way with a small amount of configuration. Contact support@xobito.com for integration templates.

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Advanced & Business Questions

White-label, agency, and multi-tenant options exist as a product feature. For details and pricing, contact sales@xobito.com — these are handled as an enterprise arrangement.
Not today. Xobito is focused on WhatsApp. If a WhatsApp message fails, we surface the failure — we don’t auto-fall back to SMS. Let support@xobito.com know if this is important to you; it’s on the roadmap.
Yes. Many customers use Xobito purely for order updates, delivery alerts, and appointment reminders. Utility templates are typically cheaper for Meta conversations than Marketing.
WhatsApp has industry restrictions (alcohol in some regions, tobacco, weapons, adult content are banned; gambling, pharma, crypto are restricted). Xobito works within those restrictions — we don’t change what Meta allows. Review Meta’s Commerce Policy for specifics.
Yes. iOS and Android apps are available — search “Xobito” in the App Store or Play Store. They cover chat, notifications, and most day-to-day tasks.
Yes. The interface respects each staff member’s language preference, and templates can be submitted in any of Meta’s supported languages.
Enterprise plans include priority support with a named account manager. Contact sales@xobito.com.
Use the feedback button in the bottom-right of the dashboard, or email feedback@xobito.com. We read every message.
Yes. Check status.xobito.com for real-time platform status and historical uptime.
The Changelog lists recent releases. Major features also get a blog post and an in-app announcement.

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Still need help?

Common Issues

Top 10 symptoms and fixes.

Message Delivery

Why messages fail.

Template Rejection

Getting templates approved.

Email support

support@xobito.com