> ## Documentation Index
> Fetch the complete documentation index at: https://documents.xobito.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Frequently Asked Questions

> The questions we hear most — grouped by topic.

This page collects the questions we're asked most often. Use **⌘ + F** (or **Ctrl + F**) to search for a word or topic.

<Tip>
  Can't find your question? Try [Common Issues](/troubleshooting/common-issues) or email [support@xobito.com](mailto:support@xobito.com).
</Tip>

## Getting Started

<AccordionGroup>
  <Accordion title="What is Xobito?">
    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).
  </Accordion>

  <Accordion title="Do I need a WhatsApp Business account to use Xobito?">
    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.
  </Accordion>

  <Accordion title="Can I use my existing WhatsApp number?">
    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.
  </Accordion>

  <Accordion title="How long does setup take?">
    About 10 minutes if you have a verified Meta Business Manager and a ready-to-use phone number. Follow the [Quickstart](/quickstart).
  </Accordion>

  <Accordion title="Do I need a dedicated phone for my WhatsApp number?">
    No. The number is hosted on Meta's Cloud API — there's no physical phone required, and no SIM card tied up.
  </Accordion>

  <Accordion title="Can I try Xobito before paying?">
    Yes, you can start on a free trial. No credit card is required for the trial. See [Billing](/settings/billing-subscription).
  </Accordion>

  <Accordion title="How do I migrate from another WhatsApp provider?">
    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.
  </Accordion>
</AccordionGroup>

## WhatsApp & Meta

<AccordionGroup>
  <Accordion title="What does Meta charge for conversations?">
    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](https://business.whatsapp.com/products/platform-pricing) for the latest country-by-country rates.
  </Accordion>

  <Accordion title="Is end-to-end encryption preserved?">
    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.
  </Accordion>

  <Accordion title="What's the 24-hour session window?">
    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.
  </Accordion>

  <Accordion title="What's the difference between WABA and phone number?">
    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.
  </Accordion>

  <Accordion title="Can I have multiple WhatsApp numbers in one Xobito workspace?">
    Yes. Any phone number inside your WABA can be used. Agents can reply from any number they have permission for.
  </Accordion>

  <Accordion title="What are quality rating colours?">
    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.
  </Accordion>

  <Accordion title="What are messaging tiers?">
    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.
  </Accordion>
</AccordionGroup>

## Templates

<AccordionGroup>
  <Accordion title="How long does template approval take?">
    Usually minutes to a few hours. Complex templates with media headers or URL buttons sometimes take up to 24 hours.
  </Accordion>

  <Accordion title="Why did Meta reject my template?">
    Common reasons: wrong category, missing sample values, URL not on a verified domain, promotional content in a Utility template. Full list in [Template Rejection](/troubleshooting/template-rejection).
  </Accordion>

  <Accordion title="Can I edit a template after it's approved?">
    Small edits (fixing a typo) require re-submission. Meta re-reviews quickly but the template's status drops to **Pending** during review.
  </Accordion>

  <Accordion title="How many templates can I have?">
    Meta's default limit is 250 templates per WABA, with higher limits available on request. Xobito itself has no template cap.
  </Accordion>

  <Accordion title="Can I send images, videos, and PDFs via template?">
    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.
  </Accordion>

  <Accordion title="Can I A/B test templates?">
    Yes. Create two templates with different copy, submit both, and split your campaign audience.
  </Accordion>
</AccordionGroup>

## Campaigns

<AccordionGroup>
  <Accordion title="Can I schedule campaigns in a specific timezone?">
    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).
  </Accordion>

  <Accordion title="How many messages can I send per day?">
    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.
  </Accordion>

  <Accordion title="How do I target a specific group for a campaign?">
    Use **groups**, **source**, or **status filters** when creating a campaign. You can also upload a CSV of exactly the contacts you want.
  </Accordion>

  <Accordion title="Can I personalise messages with customer data?">
    Yes. Use variables (`{{1}}`, `{{2}}`) in the template, then map each variable to a contact field (name, order ID, etc.) when sending.
  </Accordion>

  <Accordion title="How do I know if a campaign succeeded?">
    Campaign reports show sent / delivered / read / failed counts with percentages. Click any row to see per-recipient details.
  </Accordion>

  <Accordion title="Can I stop a running campaign?">
    Yes — click **Pause** on the campaign detail page. Messages already queued in Meta may still send; new sends stop immediately.
  </Accordion>
</AccordionGroup>

## Chat & Inbox

<AccordionGroup>
  <Accordion title="Can multiple agents work on the same 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.
  </Accordion>

  <Accordion title="Can customers see which agent is replying?">
    No. To the customer, all replies come from the business phone number. Internally, every reply is logged with the agent's name.
  </Accordion>

  <Accordion title="How do I transfer a chat to another agent?">
    Open the chat → click **Assign** → pick a different agent. Xobito notifies both agents.
  </Accordion>

  <Accordion title="Can I send canned replies?">
    Yes. Create them under **Chat → Canned Replies**. In any chat, click the canned-reply icon (chat-bubble icon next to the paperclip) in the composer to open the picker, then click a saved reply to insert it.
  </Accordion>

  <Accordion title="Can I see which chats are waiting for a reply?">
    Open the filter popup above the conversation list and set **Read status** to **Unread only**. Combine with the **Agent** dropdown to scope to your own chats. Xobito does not have an "Unanswered" filter or SLA-threshold setting in the current build.
  </Accordion>
</AccordionGroup>

## Automations & Bots

<AccordionGroup>
  <Accordion title="What kinds of bots does Xobito support?">
    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.
  </Accordion>

  <Accordion title="Can a bot hand off to a human 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.
  </Accordion>

  <Accordion title="Do bots count against my messaging tier?">
    Yes — every template sent by a bot counts the same as a manually sent template.
  </Accordion>

  <Accordion title="Can I call an external API from a bot flow?">
    Yes. Flow steps include an **HTTP Request** action that calls your API, then uses the response to pick a branch.
  </Accordion>

  <Accordion title="Do bots work 24/7?">
    Yes. Bots run on our infrastructure — they don't depend on anyone being logged in.
  </Accordion>
</AccordionGroup>

## Team & Roles

<AccordionGroup>
  <Accordion title="How many staff can I add?">
    Your plan determines included staff seats. Extra seats can be added as overage or by upgrading.
  </Accordion>

  <Accordion title="Can I restrict agents to specific numbers or groups?">
    Yes. Roles can be scoped to specific phone numbers, specific groups, or specific chat queues.
  </Accordion>

  <Accordion title="How do I invite a new staff member?">
    **Team → Staff → Invite**. Enter their email and pick a role. They get an email with a link to set a password and log in.
  </Accordion>

  <Accordion title="Can I see what staff have been doing?">
    Yes. **Team → Activity Log** records every significant action (send, assign, delete, role change) with timestamps.
  </Accordion>

  <Accordion title="Can I temporarily disable a staff member?">
    Yes. Open their profile → toggle **Active** off. They can't log in but their history remains. Reactivate any time.
  </Accordion>
</AccordionGroup>

## Billing

<AccordionGroup>
  <Accordion title="What's the difference between Xobito charges and Meta charges?">
    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.
  </Accordion>

  <Accordion title="What payment methods do you accept?">
    Credit / debit cards (Visa, Mastercard, Amex, Discover). SEPA, ACH, and local methods in some regions. Enterprise customers — invoice billing by arrangement.
  </Accordion>

  <Accordion title="Can I switch between monthly and annual?">
    Yes. Go to **Billing → Change Plan → Billing Cycle**. Switching to annual typically unlocks a discount.
  </Accordion>

  <Accordion title="Will my plan auto-renew?">
    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.
  </Accordion>

  <Accordion title="How do I download invoices?">
    **Settings → Billing → Invoices → Download** for each invoice.
  </Accordion>

  <Accordion title="Do you offer discounts for non-profits or education?">
    Yes — contact [sales@xobito.com](mailto:sales@xobito.com) with proof of status.
  </Accordion>
</AccordionGroup>

## Privacy & Data

<AccordionGroup>
  <Accordion title="Where is my data stored?">
    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.
  </Accordion>

  <Accordion title="Is Xobito GDPR compliant?">
    Yes. Xobito is GDPR-aligned. You can export or delete any contact's data on request. See **Contacts → (contact) → Data Rights → Export / Delete**.
  </Accordion>

  <Accordion title="Can customers request their data?">
    Yes. Use **Contacts → (contact) → Export contact data** to generate a JSON export of everything on file.
  </Accordion>

  <Accordion title="How do I delete a customer's data entirely?">
    **Contacts → (contact) → Data Rights → Delete**. This erases the contact, all messages, notes, and history. The action is logged for audit.
  </Accordion>

  <Accordion title="Who on my team can see customer messages?">
    Anyone with the **View chat** permission. Scope it per-group or per-number in **Team → Roles** to limit exposure.
  </Accordion>

  <Accordion title="How do I export my data?">
    Multiple exports are available:

    * **Contacts** — Contacts → Export (CSV or Excel).
    * **Campaign reports** — Campaigns → (campaign) → Export (CSV).
    * **Templates** — Templates → Export (JSON).
    * **Full workspace export** — Settings → Data → Request export. Xobito emails a download link within 24 hours.

    Chat conversations themselves are not exportable today.
  </Accordion>
</AccordionGroup>

## API & Integrations

<AccordionGroup>
  <Accordion title="Does Xobito have an API?">
    Yes. See [API Reference](/api-reference/introduction). It covers contacts, messages, templates, campaigns, and webhooks.
  </Accordion>

  <Accordion title="Can I use webhooks to receive events?">
    Yes. Configure outbound webhooks under **Settings → Webhook Management**. Outbound webhooks now cover (1) contact / status / source CRUD events, and (2) **message delivery status** events (`message.sent`, `message.delivered`, `message.read`, `message.failed`) — the latter live as of 2026-05-28. See [Webhook Events](/developers/webhook-events) for full event list and payloads. For one-off status lookups you can also poll `GET /api/v1/.../messages/{id}/status`.
  </Accordion>

  <Accordion title="Do you have Zapier / Make / n8n integration?">
    Use Xobito's outbound webhooks (Contact, Status, Source CRUD events) plus the REST API to wire Zapier / Make / n8n via their generic Webhook + HTTP modules. No pre-built Xobito-branded connector is published.
  </Accordion>

  <Accordion title="Can I connect my CRM?">
    Use the REST API to push contact + message events into your CRM. Configure the outbound webhook in **Settings → Webhook Settings** to receive contact/status/source changes from Xobito. For CRM-specific guidance, contact [support@xobito.com](mailto:support@xobito.com).
  </Accordion>
</AccordionGroup>

## Advanced & Business Questions

<AccordionGroup>
  <Accordion title="Do you support RCS or SMS fallback?">
    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](mailto:support@xobito.com) know if this is important to you; it's on the roadmap.
  </Accordion>

  <Accordion title="Can I use Xobito for transactional messages only?">
    Yes. Many customers use Xobito purely for order updates, delivery alerts, and appointment reminders. Utility templates are typically cheaper for Meta conversations than Marketing.
  </Accordion>

  <Accordion title="Does Xobito work for regulated industries?">
    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](https://www.whatsapp.com/legal/commerce-policy) for specifics.
  </Accordion>

  <Accordion title="Is there a mobile app?">
    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.
  </Accordion>

  <Accordion title="Can I use Xobito in multiple languages simultaneously?">
    Yes. The interface respects each staff member's language preference, and templates can be submitted in any of Meta's supported languages.
  </Accordion>

  <Accordion title="How do I get priority support?">
    Enterprise plans include priority support with a named account manager. Contact [sales@xobito.com](mailto:sales@xobito.com).
  </Accordion>

  <Accordion title="Where can I give product feedback or request a feature?">
    Use the feedback button in the bottom-right of the dashboard, or email [feedback@xobito.com](mailto:feedback@xobito.com). We read every message.
  </Accordion>

  <Accordion title="Is there a status page?">
    Yes. Check [status.xobito.com](https://status.xobito.com) for real-time platform status and historical uptime.
  </Accordion>

  <Accordion title="Where can I see what's new?">
    The [Changelog](/changelog) lists recent releases. Major features also get a blog post and an in-app announcement.
  </Accordion>
</AccordionGroup>

## Still need help?

<CardGroup cols={2}>
  <Card title="Common Issues" icon="stethoscope" href="/troubleshooting/common-issues">
    Top 10 symptoms and fixes.
  </Card>

  <Card title="Message Delivery" icon="paper-plane" href="/troubleshooting/message-delivery">
    Why messages fail.
  </Card>

  <Card title="Template Rejection" icon="file-circle-xmark" href="/troubleshooting/template-rejection">
    Getting templates approved.
  </Card>

  <Card title="Email support" icon="envelope" href="mailto:support@xobito.com">
    [support@xobito.com](mailto:support@xobito.com)
  </Card>
</CardGroup>