How to Handle WhatsApp Business Changes in GoHighLevel
If you manage messaging across tools like ClickUp and GoHighLevel, you must prepare for Meta’s June 2023 updates to the WhatsApp Business Platform. This how-to guide walks you step by step through what is changing, how it affects your GoHighLevel account, and what you need to do to stay compliant and avoid message interruptions.
The instructions below are based on Meta’s announced changes for the WhatsApp Business Platform and how they apply when you use the built-in WhatsApp integration in GoHighLevel.
Overview of WhatsApp Changes for GoHighLevel Users
Meta is updating how the WhatsApp Business Platform works as of June 2023. These changes directly impact how GoHighLevel sends and charges for WhatsApp messages through the official API integration.
Key areas affected include:
- Billing method and pricing categories
- Types of conversations you can run
- Template rules and approvals
- Customer support expectations
Understanding these points will help you configure your GoHighLevel account correctly so your WhatsApp messaging continues working smoothly.
Types of WhatsApp Conversations in GoHighLevel
Meta now groups WhatsApp Business conversations into four main categories. When you send messages through GoHighLevel’s WhatsApp integration, each conversation will fall into one of these types:
1. Marketing Conversations in GoHighLevel
Marketing conversations are initiated by a business using approved marketing templates. In GoHighLevel, these apply when you send promotional or awareness messages such as:
- Broadcast campaigns announcing discounts or sales
- Product launch notifications
- Newsletters or ongoing brand updates
These messages require pre-approved marketing templates in your WhatsApp Business account before you trigger them from GoHighLevel.
2. Utility Conversations in GoHighLevel
Utility conversations are business-initiated and tied to specific transactions or updates. In GoHighLevel, examples include:
- Order confirmations and shipping updates
- Appointment confirmations and reminders
- Billing alerts or payment status updates
These conversations also use approved utility templates. They are not for general marketing; they must focus on a specific transaction or account-related update.
3. Authentication Conversations in GoHighLevel
Authentication conversations support user verification needs. In GoHighLevel, these may be used when your business workflows rely on secure verification, such as:
- One-time passwords (OTP)
- Login confirmation messages
- 2-step verification for access to services
Meta requires strict formatting and purpose alignment for authentication templates. Make sure any verification messages you send from GoHighLevel follow the exact Meta-approved template structure.
4. Service Conversations in GoHighLevel
Service conversations are user-initiated. When a customer messages your WhatsApp number first, GoHighLevel can respond within a specific time window without using a marketing or utility template.
Typical service use cases include:
- Answering product or service questions
- Providing troubleshooting help
- Following up within the allowed service window
Once the service conversation window closes, further messages may require a relevant approved template and will be billed under the associated category.
Pricing and Billing Changes for GoHighLevel WhatsApp Messaging
With the new WhatsApp Business Platform structure, pricing is now based on conversation categories instead of individual messages. When you use WhatsApp through GoHighLevel, Meta charges per 24-hour conversation session according to the type of conversation.
The key implications are:
- Each conversation type (Marketing, Utility, Authentication, Service) has its own pricing.
- Launching a new template message can start a new paid conversation.
- User-initiated service messages trigger a service conversation charge.
Check Meta’s official documentation and current pricing details here: WhatsApp Business Platform changes. GoHighLevel reflects these billing rules when passing messages through the WhatsApp API.
How to Prepare Your GoHighLevel Account for WhatsApp Changes
Follow the steps below to align your GoHighLevel setup with the updated WhatsApp Business Platform requirements.
Step 1: Review Your WhatsApp Business Use Cases
- List all current WhatsApp workflows running through GoHighLevel.
- Sort them into conversation categories:
- Marketing (promotions, broadcasts)
- Utility (transactional updates)
- Authentication (OTP, verification)
- Service (customer support replies)
- Identify any messages that mix marketing and utility content and separate them into clear categories.
This categorization helps you create the correct Meta-approved templates before sending from GoHighLevel.
Step 2: Map Messages to Template Types in GoHighLevel
- For each campaign or automation in GoHighLevel, determine which template type is required.
- Ensure you have an approved WhatsApp template for that specific purpose.
- Avoid using a single template for multiple purposes; Meta requires clear intent for each template.
GoHighLevel will send template-based messages through your WhatsApp Business API connection according to how you map them in your workflows.
Step 3: Adjust Automations and Workflows in GoHighLevel
- Open your main WhatsApp-related workflows in GoHighLevel.
- Confirm that the triggers and actions use the correct conversation category.
- Update any legacy triggers that assumed older pricing or message rules.
- Ensure you are not sending marketing content within a utility or service template.
By cleaning up your workflows, you prevent rejected messages and avoid unplanned charges caused by miscategorized conversations.
Step 4: Monitor Conversation Windows and Responses
- Understand how long each conversation window lasts under Meta’s current rules.
- Configure GoHighLevel automations to respond within that service window for user-initiated chats.
- Where necessary, use follow-up templates to restart conversations compliantly after the window closes.
Correct timing protects your ability to reply without interruptions and keeps you aligned with WhatsApp policy.
Best Practices for Using WhatsApp in GoHighLevel
To stay compliant and efficient, apply the following best practices when using WhatsApp through GoHighLevel:
- Use clear, single-purpose templates for each conversation category.
- Keep marketing, utility, authentication, and service messages clearly separated.
- Regularly review Meta policy updates via the official WhatsApp documentation.
- Train your team on which templates to use for each workflow in GoHighLevel.
If you work with a systems or funnel agency, you can also request a full review of your GoHighLevel setup to ensure end-to-end compliance and performance. For example, Consultevo offers consulting focused on automation platforms and can help align your WhatsApp strategy with the latest rules.
Troubleshooting WhatsApp Issues in GoHighLevel
After the WhatsApp Business Platform changes, you might run into issues inside GoHighLevel such as message rejections or unexpected billing behavior. Use this checklist to diagnose common problems:
- Rejected templates: Confirm that your content matches the approved category (marketing, utility, authentication, or service).
- Unexpected charges: Check if a new template message started a new conversation window.
- Missing replies: Verify that responses are sent within the valid service conversation window.
- Policy violations: Compare your messages with current Meta guidelines from the official documentation.
If errors persist, cross-check your GoHighLevel automation logs and WhatsApp Business Manager settings to ensure both sides are configured with the same templates and phone numbers.
Staying Updated on GoHighLevel and WhatsApp Policy
Meta may continue refining the WhatsApp Business Platform over time, and those changes will propagate to GoHighLevel’s WhatsApp integration. To stay current:
- Bookmark and review Meta’s announcements about WhatsApp Business.
- Regularly audit your templates and campaigns inside GoHighLevel.
- Update your internal documentation whenever new conversation rules appear.
For full technical details and official references, always refer directly to the original Meta-related documentation provided here: Upcoming changes to the WhatsApp Business Platform.
By following the steps and best practices in this guide, you can keep your WhatsApp messaging in GoHighLevel compliant, predictable, and aligned with Meta’s latest conversation categories and pricing model.
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