How to check contact quality on WhatsApp

The quality (also known as account health) of your contact is a way that WhatsApp uses to understand and present the reception of your contact by customers.

It is measured by the blocking rate and not the absolute amount of blocking. The more users who are blocking your channel because they don’t have a good experience, either because the bot sends too many messages, or because of an unclear journey or different content on the bot than what he saw in the campaign, the faster WhatsApp can notice and notify the number and may even cause blocking.

Health is presented at 3 levels:

• High: Everything is fine with your contact and has a low blocking rate.
• Media: Everything's still fine with your contact, but it is important to pay attention to your practices.
• Low: Critical! Your health is low, so it is best to commit to understanding the reasons and taking action to avoid the blockage.

How to know the quality of contact

Information about the quality of your contact can be found on Facebook Business Manager.

Accessing through the settings' menu it is still possible to obtain historical data regarding this health.

NOTE: If you do not have access to this information, contact your support by clicking here.

Actions that can lower contact quality

If you have noticed that your contact's health is declining, pay attention to some points:

• Is the contact experience good for the customer?
• Is the chatbot asking too much unnecessary and personal questions?
• In the case of human service, what is the average waiting time in line?
• Are links being sent that can be seen as "suspicious"?
• Do the messages and notifications agree with what is proposed by the chatbot?

You can understand what is and is not allowed to understand how to keep your health in good condition by accessing this article on Take Blip blog.