What are the WhatsApp moderation decisions in Zendesk?

When you connect your WhatsApp number in Zendesk, Zendesk provides the integration, but WhatsApp (Meta) remains the decision-maker for certain moderation-related actions.

That means Zendesk does not have control over:

Display name approval

Template categorization

Any other WhatsApp moderation or review decisions

If a display name, template, or account-related action is rejected, submit the appeal directly through WhatsApp or Meta business tools. Zendesk cannot override or appeal those decisions on your behalf.

This article contains the following sections:

How to manage templates and phone numbers in WhatsApp Business Manager

How to disable two-step verification

How to appeal other account activity decisions

How to manage templates and phone numbers in WhatsApp Business Manager

To manage your templates and phone numbers:

Sign in to your Meta account and access your company portfolio

Select the WhatsApp Business account you want to manage

Click WhatsApp Manager

How to disable two-step verification

After opening WhatsApp Manager:

1. Go to Two-step verification

2. Select the phone number you want to manage

3. Click Turn off two-step verification

You will receive an email to confirm that you want to turn off two-step verification for the number

How to appeal other account activity decisions

For any other appeal related to your WhatsApp business account activity, go to:

https://business.facebook.com/business-support-home/<businessID>/<assetID>/

To replace:

<businessID> with your Business ID

<assetID> with the Asset ID for your template or account

You can find these values in the URL of your WhatsApp Business Manager account.

Important: While Zendesk makes it possible to connect and use WhatsApp in the app, WhatsApp or Meta handles all moderation, approval, and appeal decisions. Make any request to review or reverse those decisions through the appropriate WhatsApp Business or Meta Business interface.