Meta Restricts WhatsApp Marketing to U.S. numbers; Zoho Desk Limits Bulk & Mass Actions for Marketing Templates

Meta has always limited WhatsApp marketing messages based on user engagement with previously sent templates. Businesses may have repeatedly seen the error message “USER_MARKETING_TEMPLATE_LIMIT” when messages failed to deliver.  Learn more about the restriction from meta

Zoho Desk does not allow marketing templates to be sent in bulk or through mass actions, as this could lead to compliance violations and legal risks for both customers and BSPs.

Hello, everyone!

Starting April 1, 2025, Meta will pause all WhatsApp marketing messages sent to U.S. phone numbers (+1 country code). If you try to send a marketing message to a U.S. number, it will fail and show an error.

This change affects businesses that use WhatsApp to send promotional messages, discounts, or sales offers to customers in the U.S.

However, you can still send important messages like:

• Order confirmations
• Payment receipts
  
• Shipping updates
  
• One-time passwords (OTPs)
  
• Customer service replies within 24 hours
  

What's changing on April 1, 2025?

• No WhatsApp marketing messages can be sent to U.S. numbers. This affects any message classified as marketing under WhatsApp’s template system, including promotional offers, discounts, and outbound sales messages.
• Non-marketing messages (such as receipts, OTPs, and support replies) are still allowed.
  
• Businesses outside the U.S. can continue sending marketing messages to non-U.S. customers.
  
• U.S.-based businesses can still send marketing messages to non-U.S. numbers.
  

How this affects your business

If You Use a U.S.-registered WhatsApp Business Number  

• You can send marketing, utility, and authentication template messages to international (non-U.S.) customers.
  
• You cannot send marketing messages to U.S. numbers.
  
• Customer-initiated conversations are still allowed worldwide.
  

Billing and payment impact

• Prepaid credits: If you prepaid for WhatsApp marketing messages, those credits cannot be used for U.S. numbers.
  
• Refund credits: If you have purchased credits for sending marketing templates, refunds for those credits can be issued.
  
• No charges for failed messages: If your marketing message fails due to this restriction, you will not be billed.
  
• Queued messages: If a message was scheduled before April 1 but fails after that date, refund policies may vary.
  
• Marketing conversations in the U.S.: No longer billable under WhatsApp’s conversation-based pricing.
  

How this affects Zoho Desk users

If you use Zoho Desk to manage WhatsApp conversations, this change will impact:

Inbox  

• Marketing messages sent to U.S. numbers will not be delivered.
  
• Agents will see failed message notifications if they try sending marketing templates to U.S. customers.
  

 

Automation and workflows  

• Any ticket-based automation that sends WhatsApp marketing messages should be updated to exclude U.S. recipients.
  

What Zoho Desk users need to do next

To comply with this new rule and avoid message failures, Zoho Desk users should:

• Update inbox workflows to remove WhatsApp marketing for U.S. numbers.
  
• Revise automation rules to prevent failed message attempts.
  
• Train agents on these changes so they do not send marketing messages to U.S. customers. 
  

For help, contact support@zohodesk.com 

Adjusting your business workflows

• U.S. numbers will automatically be excluded from WhatsApp marketing messages.
  
• WhatsApp delivery rates will drop for U.S. numbers.
  

Can I still create WhatsApp marketing templates?

Yes, but you cannot use them for U.S. recipients.

What you need to know about creating templates  

• Templates will remain approved in Meta’s system.
  
• Exclude U.S. numbers when sending marketing messages.
  
• Templates can still be used for non-U.S. customers.
  

Restrictions on Bulk and Mass Actions for Marketing Templates in Zoho Desk

• Users are not permitted to send marketing templates in bulk or through mass actions in Zoho Desk, as this may lead to compliance and legal risks for both the customers and the Business Service Provider (BSP). These restrictions are applicable across all Zoho data centers (DCs).
  

Frequently asked questions (FAQ)

What happens to existing WhatsApp marketing templates?  

Pre-approved templates remain in Meta’s system. They can still be used for non-U.S. recipients but will not be deliverable to U.S. numbers.

Will businesses be charged for failed messages?  

No, businesses will not be billed for failed WhatsApp marketing messages. If a message was queued before April 1, 2025, refund policies may vary.

Can businesses still send WhatsApp messages to U.S. customers?  

Yes, non-marketing messages such as order confirmations, receipts, and OTPs are still allowed.

How can businesses continue engaging U.S. customers?  

Encourage customer-initiated chats using Click-to-WhatsApp Ads. Use WhatsApp for transactional updates rather than promotions.

Will Meta lift this restriction in the future?  

Meta has not provided a timeline for when WhatsApp marketing may resume in the U.S. Businesses should continue monitoring Meta’s announcements for any policy changes.

Unexpected billing charges for WhatsApp marketing messages to U.S. numbers  

The message may have queued before April 1, 2025, and processed later.

Can I use Zoho Desk to send bulk or mass marketing or promotional messages via WhatsApp?

Zoho Desk supports both utility and marketing templates for WhatsApp in real-time conversations through the IM inbox. However, bulk and mass actions for marketing templates are not supported in Zoho Desk. For running campaigns or promotional activities at scale, we strongly recommend using Zoho Marketing Automation to ensure compliance with WhatsApp's policies.

Best,

Prabin

• Topic Participants

• Raj R

  

• Sticky Posts

• Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

  Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote

• WhatsApp pricing changes: Pay per message starting July 1, 2025

  Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business Platform

• Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration

  Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools

• Apple iOS 17 and iPadOS 17 updates for Zoho Desk users

  Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help

• Zoho Desk Cheat Sheet For The Year-End

  Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next

• Recent Topics

• Ask the Experts 25: Experience the full spectrum of Zoho Desk’s autumn and spring releases for 2025

  Hello Everyone, We’re on the 25th episode of our ATE series! It's a true milestone in our live community interactions! It’s been an amazing journey since we started in October 2018. Zoho Desk has come a long way, evolving with the support of a wonderful

• Reupload and rename from one field to another field (file upload)

  Hi Everyone, Sorry, i have question to use invoke url for rename and reupload attachments file to another field. Tested on development mode. Zoho C6. Refer to https://www.zoho.com/creator/help/api/v2/upload-file.html look my error notification. Does anyone

• Not Receiving Incoming Mail

  I can send emails from my account but I do not receive any. I originally set up forwarding and it worked for a while and then stopped. I turned off forwarding and now do not receive any emails. Could you please check what is causing this issue? Thank you

• Will zoho thrive be integrated with Zoho Books?

  title

• BARCODE PICKLIST

  Hello! Does anyone know how the Picklist module works? I tried scanning the barcode using the UPC and EAN codes I added to the item, but it doesn’t work. Which barcode format does this module use for scanning?

• Stock count by bin location

  Is there a configuration to make a stock count by bin or area and not by product. these is useful to manage count by area Regards

• Making preview pane "stick"

  Hello, Is it possible to fix/dock the preview pane so that it's always there? The modern monitors are all very wide so there's plenty of space horizontally. Having the preview pane disappearing and appearing again when you click on an email message in

• Introducing Multi-Asset Support in Work Orders, Estimates, and Service Appointments

  We’re excited to announce a highly requested enhancement in Zoho FSM — you can now associate multiple assets with Work Orders, Estimates, and Service Appointments. This update brings more clarity, flexibility, and control to your field service operations,

• Reason:554 5.1.8 Email Outgoing Blocked

  I have been struggling to set up my email address for some time now; it's difficult to locate what I need. Additionally, I cannot send or receive any emails. I keep receiving the "Reason: 554 5.1.8 Email Outgoing Blocked" error. There doesn't seem to

• Trouble Connecting Zoho Mail via IMAP in n8n – Need Help

  Hi everyone 👋, I'm trying to connect my Zoho Mail account to n8n using the IMAP Email Trigger node, but I'm facing issues getting it to work fully. ✅ Here's what I’ve done so far: ✅ IMAP access is enabled in my Zoho Mail settings ✅ I’m using the correct

• Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked

  Hi, I sent few emails and got this: Unable to send message; Reason:554 5.1.8 Email Outgoing Blocked And now I have few days since I cant send any email. Is there something wrong I did? Also can someone fix this please

• Changes to the send mail Deluge task in Zoho CRM

  Hello everyone, At Zoho, we continuously enhance our security measures to ensure a safer experience for all users. As part of our ongoing security enhancements, we're making an important update on using the send mail Deluge task in Zoho CRM. What's changing?

• Page Rules in Forms

  🚀 Dynamic Page Navigation Implementation I successfully implemented dynamic page navigation based on a user's radio button selection. The goal was to direct users to a specific, corresponding page while ensuring they only interact with the flow determined

• Unusual activity detected from this IP. Please try again after some time

  When i try to create new addresses on my account i am getting this error, it has been 24 hours now and i am still getting this error can anyone help

• Cancellation of written-off invoice

  Hi, Can I know when we cancel the write off (write back), in which FY, the reversal is recorded. It doesn't ask as to when the write off should be cancelled to reflect!. It shouldn't reflect in the year in which the invoice was written off since the Year

• Create Invoice automated with Package

  Does anyone knows how to create an invoice from a SO when we have created the package? We do these manually. and validate that the product packed is the product invoiced (if the order is partially packed) Regards, JS

• I want to create a mailing list, NOT a group.

  Can I create a mailing list in Zoho mail? I just want to be able to make a list of email addresses and give the list a name. Then when I type the list name, the list of email addresses will be automatically listed. When I create a group it sends an email

• how to download all my files

  We are in the middle of zoho docs to zoho workdrive migration. I can not access my zoho docs page. I get redirected immediately to a zoho workdrive page. I would like to download all my files so that I have a backup in case something goes wrong with the

• Read webpage - MSXML2.ServerXMLHTTP

  I have the following VBA script, put together from various sources (mainly zoho forum/help/support, so it once worked, I guess): private Sub GetListOfSheets() Dim url As String Dim xmlhttp As Object Dim parameters As String Dim html As String range("B1").value

• Export Invoices to XML file

  Namaste! ZOHO suite of Apps is awesome and we as Partner, would like to use and implement the app´s from the Financial suite like ZOHO Invoice, but, in Portugal, we can only use certified Invoice Software and for this reason, we need to develop/customize on top of ZOHO Invoice to create an XML file with specific information and after this, go to the government and certified the software. As soon as we have for example, ZOHO CRM integrated with ZOHO Invoice up and running, our business opportunities

• no me llegan los correos a Zoho mail

  No puedo recibir correos pero sí enviarlos, ya hice la modificación de MX y la verificación de teléfonos, qué es lo que ocurre? gracias

• Group Calendar as Default for adding new events, etc?

  Hi, I want to make the group calendar (that I created, if that makes a difference) the default for anything new I add to the calendar. How can I do that? thanks.

• Bookmark Loading is Buffering

  Hi, i clicked on the bookmark tab, around yesterday and since then it's been constantly buffering and doesn't allow me to access the mail's i have tried login in and out but of no help also trying to share a screenshot of the issue around 232 kb size,

• Zoho Webinar custom registration fields into Zoho CRM

  I am pushing webinar registrations into zoho crm as leads and this is working fine. I have added a few custom fields to my webinar registration and I wish for these fields values to get mapped into the resulting CRM lead record. I am not seeing anywhere

• How to restrict user/portal user change canvas view

  Hi , I would like to restrict user / portal user change their canvas view because I hide some sensitive field for them. I dont want my user switch the canvas view that do not belong to them But seems Zoho do not provide this setting?

• GitLab Extension for Zoho Desk: Connecting support and development for faster resolutions

  Hello everyone! We’re excited to introduce the GitLab Extension for Zoho Desk, an integration that bridges the gap between support and development teams. This allows tickets to be converted into actionable GitLab issues for faster resolutions, better

• Download Google Drive Shared Image/File Using Deluge – Complete Guide

  Download Google Drive Shared Image/File Using Deluge – Complete Guide When working with Google Drive share links inside Deluge, many developers face a common challenge: 👉 How can we download a Google Drive file directly using Deluge? This article explains

• How to update Acuity appointment fields from Zoho Flow?

  Hi, I need help with Zoho Flow → Acuity Scheduling integration. What I’m doing Appointment created in Acuity Zoho Flow creates a Zoho Calendar event I want to send the Zoho Calendar Event UID back into Acuity (into a custom form field) This is so that

• When will Zoho Learn be able to support SCORM files on the mobile app?

  When I click the SCORM content, I just get a message saying it's not possible yet. Yet implies that it will be coming soon. All I'm asking for is a realistic timeline so I know whether or not to invest my time in using it. If it will be soon, then I will

• No horizontal scroll bar in reports

  Hi support team, I created a pivot table report which contains many columns (in my application about 15). The problem is that there is no bottom scroll bar to display colums that does not fit within the browser page. I saw that it was possible to resize colums, but colums sizes are not saved within the session. So could you add scroll bar, and eventually make colums sizes stored in the user session ? Best regards,

• Zoho Map integration tasks have changed - you need to "Locate all instances of Zoho Map integration tasks in your Deluge scripts by searching for the v1 marker... before 16 January 2026"

  Details of an issue specific to Zoho CRM + Deluge Functions (originally posted in this forum) can be found here: https://help.zoho.com/portal/en/community/topic/zoho-map-integration-tasks-have-changed-you-need-to-locate-all-instances-of-zoho-map-integration-tasks-in-your-deluge-scripts-by-searching-for-the-v1-marker

• filter broke my data

  I uploaded a file recently from Sheets and it has top 2 rows frozen, with table headers in second row and each one is filterable. somehow my first 2 columns became unfiltered and no matter what I do I cannot reapply the filter?? also didn't realize they

• Request to remove domain "greentechcoatings.vn" from previous Zoho account

  Hello Zoho Support, I would like to register the domain "greentechcoatings.vn" in my new Zoho Mail account, but I receive the message "This domain is already associated with another account". Please remove the domain from any previous/unknown account

• Trigger actions in third-party apps using Zoho Flow

  Greetings, I hope you're all doing well. We're excited to share an enhancement to Bigin's workflow capabilities. Zoho Flow Actions are now available in Bigin, enabling you to automate tasks across third-party applications directly from your workflow and

• Enroll, Script, Win: Hackathon 2025!

  Hello CRM Developers! Are you ready to create some magic with Client Script, Widgets and Functions in Zoho CRM? Let’s make Hackathon 2025 an unforgettable adventure! The Zoho Developer Community Hackathon 2025 is here, and it’s your time to shine! REGISTER

• Zoho Help Desk - Not receiving emails

  Hello… I am on your trial version of help desk… and I am having trouble getting emails from Zoho Help Desk to my MS Outlook Exchange Server… So when a customer sends ticket request I am not getting an email with a notification? I have read your articles

• Export History timeline

  Hi, I have an idea, bout zoho desk history of the ticket it would be great if the agent or admin of the zoho desk can export the timeline of the ticket history for agent report or on other matter.

• Almost all Flows are being queued

  A few days ago I saw one of my Flows status was Queued. This was the first time this had ever happened. Now, almost every Flow that triggers is Queued for at least a few minutes. If I re-trigger the Flow (which causes separate problems) they sometimes

• How Do I Refund a Customer Directly to Their Credit Card?

  Hi, I use books to auto-charge my customers credit card. But when I create a credit note there doesn't seem to be a way to directly refund the amount back to their credit card. Is the only way to refund a credit note by doing it "offline" - or manually-

• Employment Contract / HRMS Documents - Zoho People

  How do I create customized HR documents for disbursal from Zoho People ? Example, say offer letters ? appointment letters ? Memos ? We want to be able to preset these in one or ther other form and issue them to employees who are in Zoho People.

• Next Page