Messaging & WhatsApp Business Policy

This Messaging Policy governs all customer dispatches executed via Meta WhatsApp Business API, SMS text messaging, Rich Communication Services (RCS), and Web/Mobile Push notifications on the CapEngage platform.

All messaging must comply with channel provider guidelines (Meta, Twilio, Telecom Operators) and regional communications privacy laws.

CapEngage is an official Meta Business Solution Provider (BSP) integration. When using WhatsApp features, Customer agrees to comply with:

• Meta Business Terms and WhatsApp Business Messaging Policy. • Meta Commerce Policy prohibiting the promotion of restricted products (such as weapons, adult services, unauthorized pharmaceuticals, or illegal gambling). • Quality Rating Standards: Customer must maintain a high WhatsApp Phone Number Quality Rating. Meta automatically restricts message limits for numbers incurring high user block rates.

Outbound WhatsApp messages initiated outside a 24-hour customer service window must use pre-approved Meta Message Templates:

• Marketing Templates: Promotional offers, announcements, and cart recovery reminders. • Utility Templates: Order updates, transaction receipts, and appointment confirmations. • Authentication Templates: One-Time Passwords (OTP) and security verification codes.

Submitting misleading templates or disguising marketing broadcasts as utility messages is forbidden by Meta and may result in template rejection or WABA account suspension.

• Prior Opt-In Required: Customer must obtain explicit opt-in consent from end-users before sending WhatsApp or SMS messages (e.g., via web form checkbox or SMS opt-in keyword). • Automated Opt-Out Support: CapEngage automatically processes incoming opt-out keywords ('STOP', 'UNSUBSCRIBE', 'CANCEL'). Once an end-user opts out, further message dispatches to that recipient are immediately blocked by our gateway.

• United States (A2P 10DLC & TCPA): Customer must complete Brand and Campaign registration for 10DLC or Toll-Free numbers. Texting between 9 PM and 8 AM recipient local time (TCPA quiet hours) is restricted. • India (TRAI DLT Registration): SMS dispatches to Indian phone numbers require explicit Distributed Ledger Technology (DLT) Registration of Principal Entity, Sender IDs, and Content Templates per TRAI guidelines.