Broadcaster FAQ (Frequently Asked Questions)
Last updated: June 3, 2026
Quick answers to common questions about Broadcaster.
Chat History & Migration
What happens to my existing WhatsApp chats when I migrate my number to Broadcaster?
For most businesses, nothing is lost. It depends which way you connect.
If you already use the WhatsApp Business app, connect using the “connect your existing WhatsApp Business app” option. You keep your number, keep using the app, and you can bring up to six months of past chats and your contacts across during setup. Nothing on your phone is lost. This is the right choice for most existing businesses. See Connect your existing WhatsApp Business app to Broadcaster.
The only time chats are lost is if you deliberately start fresh, bringing a number onto Broadcaster as a brand new connection (for example from personal WhatsApp). In that case the old chat history on that number cannot be recovered unless you export it first.
⚠️ So if you have chats you want to keep, use the option above and do not start fresh. If you do intend to start fresh, see the export steps in the Advanced Setup Guide first.
Can I recover chat history after I’ve completed setup?
If you connected your existing WhatsApp Business app, your history was never lost. You bring it across during setup, as a one-time import that has to be done within 24 hours of connecting. If you missed that window, the only way to import it is to disconnect and connect again.
If you started fresh, bringing a number across as a brand new connection, then no: the previous WhatsApp chat history on that number cannot be recovered afterwards. This is a WhatsApp platform limitation, not a Broadcaster one.
Best approach: most businesses should use the “connect your existing WhatsApp Business app” option, which keeps your history. Only export chats in advance if you intend to start fresh.
How do I export chat history before setup?
Most people do not need to. If you connect your existing WhatsApp Business app (the recommended option), your chats come across during setup with no manual export. Only follow the steps below if you are starting fresh and want to keep some conversations.
In your current WhatsApp app (before migrating to Broadcaster):
- Open each important conversation
- Tap the menu (⋮ on Android, contact name on iPhone)
- Select “Export chat”
- Choose “Without Media” if images are not relevant (faster and
smaller file size) - Save the .txt file to your device
- Repeat for each important conversation
After you complete Broadcaster setup, you can import these .txt files per contact. See: Advanced Setup Guide – Import Chat History
Important: This must be done per conversation – there is no bulk export/import option due to WhatsApp limitations.
Can I use the same phone number I currently have on WhatsApp?
Yes, and in most cases you keep full use of it.
If the number is on the WhatsApp Business app, use the “connect your existing WhatsApp Business app” option. Broadcaster connects alongside the app: you keep the number, keep using the app on your phone, and keep your chats. Nothing is disconnected. This is the recommended choice.
You only need to disconnect a number first if you are starting fresh, or if the number is on personal (consumer) WhatsApp rather than the WhatsApp Business app. In that case the number cannot be on another WhatsApp account at the same time, so you would lose access to that old account. Export important chats first if you want to save them.
Alternative: use a different phone number (a landline works) dedicated to Broadcaster.
What file format do exported chats need to be?
Exported chats must be in plain text format (.txt). This is the format WhatsApp creates when you export without media.
Supported: .txt files from WhatsApp’s
“Export chat without media” option Not supported:
Archives (.zip), media files, screenshots of chats
Templates & Approval
How long does template approval take?
Typically 15 minutes to 24 hours.
Meta reviews each template to ensure compliance with WhatsApp policies. Most templates are approved within a few hours.
Timeline: – Fast track: 15-30 minutes for simple, compliant templates – Average: 2-6 hours – Slow: Up to 24 hours if reviewers are busy – Rejection: Immediate, with reason provided
You’ll receive email notifications from Meta when templates are approved or rejected.
Can I change templates after they’re approved?
Yes, but the changes require re-approval and you can only edit once in 24 hours.
When you edit an approved template: 1. The old version continues working while the new version is reviewed 2. Submit the updated template for approval 3. Once approved, the new version replaces the old one
Important: Major changes (adding/removing variables, changing template type) may be rejected. Minor wording changes are usually approved quickly.
What happens if my template is rejected?
Meta will provide a rejection reason in the template details. Common reasons:
- Promotional content in utility templates –
Marketing language in appointment reminders - Misleading information – Promises you can’t
deliver - Non-compliance – Violates WhatsApp policies
- Poor quality – Spelling errors, unclear
purpose
To fix: 1. Read the rejection reason carefully 2. Edit the template to address the issue 3. Save changes 4. Resubmit for approval
Why do I need templates? Can’t I just send regular messages?
You can send regular (free-form) messages, but only within 24 hours of the customer’s last message to you.
The 24-Hour Service Window: – Customer messages you → 24-hour window opens – You can send free-form messages for 24 hours – After 24 hours → window closes, must use approved templates
Templates are required for: – Messages to customers who haven’t messaged you recently – Appointment reminders – Marketing campaigns – Out-of-office auto-responses – Any proactive outreach
This is a WhatsApp Business API requirement to prevent spam.
Can I have multiple versions of the same template?
Yes. You can create multiple templates for similar purposes with different wording.
Example: – appointment_reminder_auto – For the automated
system – appointment_reminder_manual – For sending manually
to customers
Then choose which template to use for different customer or operational needs.
Phone Numbers & WhatsApp Business
Can I use a landline number for WhatsApp Business?
Yes! WhatsApp Business API supports landline numbers.
Requirements: – Number must be able to receive SMS or voice calls for verification – The number cannot be on another WhatsApp account at the same time, with one exception: if you are connecting your existing WhatsApp Business app (coexistence), the app and Broadcaster deliberately share the same number – You’ll receive verification code via SMS or automated voice call
Many businesses use landlines because: – Customers recognize the business phone number – No need for a spare mobile number – Professional appearance
If you need a landline number e.g. a new local or non geographic number, Broadcaster support can direct you to providers that charge a small monthly fee for a virtual number and explain how to verify the number with WhatsApp.
What if my phone number is already in use on WhatsApp?
If it is on the WhatsApp Business app, you do not have to disconnect anything. Use the “connect your existing WhatsApp Business app” option and Broadcaster runs alongside it on the same number, keeping your chats. This is the recommended choice.
You only need to disconnect first if you are starting fresh, or the number is on personal (consumer) WhatsApp. In that case: export important chat history first if needed, remove the number from the other account, wait a few minutes, then proceed with Broadcaster setup.
Do I need a WhatsApp Business Account before signing up?
No. You can create one during the Broadcaster onboarding process.
During Step 1 (WhatsApp Setup): – If you have a WhatsApp Business Account → Select it – If you don’t have one → Meta will guide you through creating one
You will need: – Facebook account (personal or business) – Phone number for verification – Payment method (credit/debit card)
Pricing & Billing
How much does WhatsApp Business cost?
WhatsApp Business API charges are based on templates used in conversations, not individual messages.
Pricing is set by Meta (Facebook/WhatsApp), not Broadcaster. Rates vary by: – Country/region – Conversation type (user-initiated vs business-initiated) – Volume
See Meta’s current WhatsApp pricing for specific rates.
Broadcaster pricing (separate from WhatsApp costs): – Core Plan: Base features – Growth Plan: Advanced features + more quota – See Settings → Billing for current plan details
What happens when I run out of contact quota?
You will not be able to manually add or upload new contacts, but incoming new numbers will still be added as ‘prospect’. Prospect cant used in appointment notifications or marketing campaigns until converted to a contact. You can upgrade your account to include more contacts.
Do I pay per message or per conversation?
Per template in a conversation (WhatsApp’s model).
A conversation is a 24-hour window with a customer. Multiple messages within that window count as one conversation.
Example: – Customer messages you → Conversation starts – You send 5 manual messages in that 24 hours → Still 1 conversation – After 24 hours, next message → New conversation
This is more cost-effective than per-message pricing for businesses with ongoing customer interactions.
Messages & Delivery
What do the message status icons mean?
Message status shows delivery progress:
- ✓ (one check) – Sent to WhatsApp servers
- ✓✓ (two checks) – Delivered to customer’s
device - ✓✓ (blue checks) – Read by customer
- Clock icon – Scheduled/pending
- Red exclamation – Failed to send
[SCREENSHOT: Message status indicators in Message Hub]
Why did my message fail to send?
Common reasons for message failures:
Customer’s phone is off or no internet – Message will be delivered when they reconnect – WhatsApp retries delivery for up to 30 days
Invalid phone number – Verify the number is correct and includes country code – Format: +44 7XXX XXXXXX (UK example)
Template not approved – Check template status in Settings → Templates – Wait for approval before sending
Service window closed & no template used – Customer hasn’t messaged in 24+ hours – Must use approved template to re-engage
WhatsApp Business Account issue – Check your account status in Broadcaster dashboard and Meta Business Manager – Verify payment method is active
How do I know if a customer has read my message?
Blue checkmarks (✓✓) indicate the message has been read.
Note: This requires: – Customer has read receipts enabled in their WhatsApp settings – Some customers disable read receipts for privacy
If you see gray checkmarks (delivered but not read), the customer either: – Hasn’t opened the message yet – Has disabled read receipts – Read it in notification preview without opening app
What is the 24-hour service window?
The 24-hour window is a WhatsApp Business API rule:
When window is OPEN: – Customer messages you – You have 24 hours to respond freely – No templates required – Can have back-and-forth conversation
When window is CLOSED: – 24 hours passed since customer’s last message – Must use approved templates to message them – Cannot send free-form messages until they reply again
Example: – Monday 10am: Customer messages you → window opens – Monday 11am: You reply freely ✓ – Tuesday 9am: You send another message freely ✓ – Tuesday 10:01am: Window closes – Tuesday 11am: Must use template to message customer
Features & Plans
What features are included in Core Plan vs Growth Plan?
| Feature | Core Plan | Growth Plan |
|---|---|---|
| WhatsApp messaging | ✓ | ✓ |
| Appointment scheduling | ✓ | ✓ |
| Contact management | ✓ | ✓ |
| Template messages | ✓ | ✓ |
| Quick Replies | ✓ | ✓ |
| Calendar integration | ✓ | ✓ |
| CSV import | ✓ | ✓ |
| Team members | ✗ | ✓ |
| AI writing assistant | ✗ | ✓ |
| Marketing campaigns | ✗ | ✓ |
| Advanced automation | ✗ | ✓ |
| Priority support | 48hr | 24hr |
To upgrade: Settings → Billing → Change Plan
Can I try Growth Plan features before upgrading?
Contact support to request a trial. Some plans may offer: – Free trial period – Feature preview access – Demo environment
What is the Quick Reply Button used for?
Quick Reply Button is an automated follow-up system built in Broadcaster: – Send a template message to customers with Quick Reply Buttons – When they use the button as a reply reply, triggers an action for you in Broadcaster – Useful for surveys, feedback, confirmations
Example: 1. Send appointment reminder template 2. Customer replies “Reschedule” 3. System logs an action for you to take ( reschedule or communicate with contact as appropriate )
Different from Saved Replies (manual shortcuts you type in conversations).
See Advanced Setup Guide for setup instructions.
Can I use Broadcaster on mobile?
Broadcaster is a web application accessed through your browser.
Mobile browser access: – ✓ Works on mobile browsers (Chrome, Safari, etc.) – ✓ Responsive design adapts to screen size – ✗ No native mobile app currently
Recommendation: Use desktop/laptop for full-featured experience, mobile browser for quick message responses when out and about.
Do I need to keep my browser open to receive messages?
No. Messages are received by Broadcaster’s servers 24/7.
To stay notified: – Enable browser notifications (Profile → Notifications) – You’ll get notification pings even if browser is closed – Messages appear when you reopen Broadcaster
Browser notifications require: – Permission granted when prompted – Browser supports notifications (modern Chrome, Firefox, Safari) – Computer/device has notifications enabled
Technical & Account
How do I reset my password?
From login page: 1. Click “Forgot Password?” 2. Enter your email address 3. Check email for reset link 4. Click link and set new password
Password requirements: – Minimum 8 characters – At least one number or special character – Cannot be same as previous password
Should I enable two-factor authentication (2FA)?
Yes, strongly recommended for account security.
2FA adds a second layer of protection: – Something you know (password) – Something you have (authenticator app code)
Setup: Profile → Security → Enable 2FA
Apps to use: – Google Authenticator – Authy – Microsoft Authenticator – Any TOTP-compatible app
See Advanced Setup Guide – Two-Factor Authentication for setup instructions.
Can I have multiple users accessing the same account?
Yes, with Growth Plan.
Team member features: – Invite users by email – Assign roles (Owner, Admin, Staff) – Different permission levels – Track who sent what message
Roles: – Owner – Full access including billing – Admin – Full access except billing and account deletion – Staff – Operations only (messages, contacts, schedule)
See Advanced Setup Guide – Team Members for details.
How do I delete my account?
⚠️ This is permanent and cannot be undone.
To delete: 1. Go to Settings → Company 2. Scroll to bottom 3. Click “Delete Account” 4. Confirm deletion
What gets deleted: – All contacts and message history – All appointments and schedule data – All templates and settings – WhatsApp Business Account connection (but account stays with Meta) – All team member access
Before deleting: – Export any data you want to keep – Disconnect any integrations – Cancel your subscription (Settings → Billing)
Where is my data stored?
Broadcaster stores data securely on cloud servers with: – Encryption at rest and in transit – Backups for disaster recovery – Compliance with data protection regulations – Access controls limiting who can view data
Servers are EU based. For specific data residency questions, contact support.
Getting Help
How do I contact support?
Dashboard Help Icon: in the top right corner of the dashboard (?)
or Email: [email protected]
Response times: – Core Plan: Within 48 hours – Growth Plan: Within 24 hours
Before contacting support, please: 1. Check this FAQ for your question 2. Review relevant documentation 3. Note your WhatsApp Phone ID (Settings → Company) 4. Describe the issue with steps to reproduce
What information should I include in a support request?
For faster resolution, include:
- WhatsApp Phone ID – Found in Settings →
Company - Email address – Associated with your account
- Issue description – What’s not working?
- Steps to reproduce – How to trigger the
problem? - Screenshots – If applicable
- Error messages – Exact wording if shown
- What you’ve tried – So we don’t repeat steps
Is there a knowledge base or help center?
Documentation available:
- Quick Start Guide: getting connected
- Connect your existing WhatsApp Business app: keep your number and chats
- Advanced Setup Guide: optional features and imports
Additional resources may include: – Video tutorials – Community forum – Online knowledge base
Check with support for current resources.
Can I schedule a demo or training session?
Contact support to inquire about: – Onboarding demos – Team training sessions – Feature walkthroughs – Best practices consultation
Availability may depend on your plan level.
Still Have Questions?
If your question isn’t answered here:
- Check the guides:
- Quick Start Guide – For
onboarding help - Advanced Setup Guide – For feature
setup
- Quick Start Guide – For
- Contact support: [email protected]
- Include your question and Company ID
- Response within 24-48 hours depending on plan
- Provide feedback: Help us improve this FAQ
- Email suggestions for questions we should add
- Let us know if answers need clarification
Written by alan