Frequently asked questions

Short answers to the questions clients ask us most, each with a link to the guide that covers it in full.

Who does what

Can I send my customers pictures and videos?

Yes, on WhatsApp, in a campaign. The template you send must have a picture, video or file (PDF) at the top, in its header. When you pick that template under Campaigns → New campaign, you're asked to choose the file. Every recipient gets the same file, with the template's message under it.

What you can attach:

Full guide: Step by step.

How do I make a template with a picture or video?

Make it in Meta's WhatsApp Manager. Write your own in the dashboard makes templates with text only, so it can't add a picture or video header.

1. In WhatsApp Manager, create a template and set its header to Image, Video or Document. Meta asks for a sample file so it can review the template.
2. Wait until Meta approves it.
3. In the dashboard, open Templates and press Sync from Meta. The template appears in your list, and you can pick it for a campaign.

If you have more than one WhatsApp number, create the template on the WhatsApp Business account of the number you'll send from. See Templates when you have more than one number.

Can each customer get a different picture?

No. A campaign sends one file to everyone on it. To send different pictures to different customers, make one campaign for each picture.

Can I send the same picture again in a later campaign?

Yes, but choose it again. Meta keeps a campaign's file for about 30 days. When you Duplicate an older campaign, the copy keeps its file, and the copy's Template page warns you it may be gone. If it is, choose the file again there before you send.

Can I send a picture or video when I reply from the Inbox?

Not yet. Replies from the Inbox are text only. If your WhatsApp number is also on the WhatsApp Business App, you can send the picture from the app on your phone. On Messenger and Instagram you can send it from Meta Business Suite. Either way, it shows in the conversation.

Does my assistant send pictures?

Yes, of your products. Every package includes a product catalog (Products), and your assistant sends a product's photos when a customer asks to see it. Sending them uses nothing extra; only the reply they come with counts. See Photos.

Can my customers send me pictures?

Yes. A customer's photo or file shows under their message in the Inbox, and on every package the assistant also looks at the photo (or listens to the voice note) and answers it. Each one it reads counts as 5 of your social media messages. To stop that on a channel, switch off AI reads photos or AI listens to voice notes on Channels; the assistant then asks the customer to describe it or type instead. See When a customer sends a photo or voice note.

Where can I see your prices?

On our pricing page: assistant.agentech.tech/pricing, in Egyptian pounds or Saudi riyals. Answer five questions there and it tells you which package fits: how many customers message you, how many send photos or voice notes, how many products you sell, and whether you'll send WhatsApp campaigns or use our API. Every package includes every channel, comments, photos and voice notes and a product catalog; the packages differ only in how many messages and products. For more than the biggest package, email us at admin@agentech.tech. You can also create your account and start on the free trial first: 7 days of Starter, with every feature switched on.

How are campaign and API messages counted?

Messages that aren't replies come from two allowances, by where they're sent from: Campaign messages (the Campaigns screen, and templates sent from the Inbox) and API messages (your own system, through the Developer API). In both, a marketing message counts as 5, and a utility, authentication or service message counts as 1 — the names are Meta's own categories. The campaign form shows the cost before you send, and a campaign bigger than what's left still starts: it reaches the first people, then stops, and you resend the rest after a top-up. See Campaign messages and API messages. Replies to customers use your social media messages, and replies you type in the WhatsApp Business App on your phone use nothing.

Is Agentech an official WhatsApp provider?

Yes. Agentech is an official Meta Tech Provider. You connect your number in Meta's own window: you sign in with Facebook and approve the connection on Meta's screens, not ours. From then on, every message goes through WhatsApp's official Business Platform. See Connect your WhatsApp number.

Will my number get banned for sending campaigns?

Sending bulk messages from the normal WhatsApp or WhatsApp Business app, or through an unofficial tool that runs WhatsApp Web for you, breaks WhatsApp's rules. WhatsApp can ban the number for it, and the number's chats go with it.

Campaigns sent through Agentech go the way WhatsApp allows: each one uses a template Meta has approved, and Meta sets how many new people your number can message a day (see How many people you can message first). Sending campaigns this way doesn't put your number at risk.

Meta still watches how customers react. If many of them block or report your number, Meta can lower your limit or restrict the account. To keep your number healthy:

• Send only to customers who expect to hear from you.
• Leave out customers who stopped your marketing messages. See "This contact stopped marketing messages from your business."

If Meta has already restricted your account, see Your WhatsApp Business account is restricted.

When to email us

If a campaign with a picture or video fails and the message under a recipient's row doesn't tell you what to fix, email us at admin@agentech.tech, or use Support → Contact us in the dashboard. Include the campaign's name, the template's name, and the file type and size.