FAQ

The questions we hear most often, grouped by topic. If your question is about something not working as expected, check the Troubleshooting guide instead.

Getting started

What is Nybero?

Nybero is a WhatsApp marketing automation platform. You connect your own WhatsApp Business number through Meta’s official Cloud API, collect opt-ins, run campaigns and automations, manage every conversation in a shared team inbox, and optionally let an AI agent handle conversations for you. Start with the Introduction for the full picture.

How long does it take to set up?

Minutes, not days — and no developers required. You connect your WhatsApp number, add or import contacts, and switch on your first automation. The Quickstart walks you through it step by step.

Do I need my own WhatsApp number?

Yes. Nybero connects your own WhatsApp Business number through Meta’s official Cloud API, so your brand, your number, and your conversation history stay yours. See Connect WhatsApp for what you need and how the connection works.

Can I use a number that’s already active in the WhatsApp app?

Not while it’s still registered in the WhatsApp or WhatsApp Business app. A phone number can only be active in one place, so you first delete the account in the app (Settings → Account → Delete account), then connect the number in Nybero. The number itself is kept — only the app registration is released. Details in Connect WhatsApp.

How many WhatsApp numbers can I connect?

One number per workspace. Nybero is built around a single, well-run WhatsApp channel — one number, one inbox, one set of templates and automations.

Can I invite my team?

Yes. You can invite teammates to your workspace and give them roles that control what they can see and change. Conversations in the inbox can be assigned to individual teammates. See Team settings.

WhatsApp & Meta

Which WhatsApp API does Nybero use?

Meta’s official WhatsApp Business Platform (Cloud API). There are no unofficial workarounds or modified apps involved, so your number stays compliant and stable.

What do I need on the Meta side?

A Meta Business portfolio (free to create). When you click Connect WhatsApp in Nybero, Meta’s own signup window opens and guides you through selecting or creating your WhatsApp Business Account and phone number. See Connect WhatsApp.

What is the quality rating?

Meta continuously rates the quality of your number based on how recipients react — blocks and spam reports lower it. Nybero shows your current rating on the channel card in WhatsApp settings. A low rating can reduce your messaging limits, so clean opt-ins matter; see Opt-in management.

Are there limits on how many people I can message?

Yes, Meta enforces messaging tiers per WhatsApp Business Account: 1,000 → 10,000 → 100,000 → unlimited unique recipients per 24 hours for business-initiated messages. Meta raises your tier automatically when you send consistently with a good quality rating.

Messaging & the 24-hour window

What is the 24-hour service window?

Whenever a contact sends you a message, a 24-hour window opens in which you can reply freely — any text, media, or form, without a pre-approved template. Every new inbound message restarts the window. The Inbox overview explains how this looks in practice.

What happens when the window is closed?

You can only reach the contact with a pre-approved template. Nybero tells you in the inbox when the window has expired and templates are required. A common pattern: send a template with a quick-reply button — when the contact taps it, that counts as an inbound message and reopens the window.

Is messaging inside the window free?

Through September 30, 2026, replies inside the 24-hour service window carry no per-message charge from Meta. From October 1, 2026, Meta bills these messages per message too — at far lower rates than marketing messages, so the window remains the lowest-cost way to converse. Nybero adds 0% markup either way. See WhatsApp costs.

What message categories exist and what do they cost?

Meta prices business-initiated templates by category: Marketing (promotions and offers — the most expensive), Utility (updates about something the contact triggered, like an order or webinar reminder — far cheaper), and Authentication (login codes). Free-form replies inside the service window are the cheapest of all. Meta bills all of this directly to your Meta account; see WhatsApp costs.

Why do quick-reply buttons matter so much?

Because a button tap counts as a message from the contact — it opens the 24-hour window. After that you (or the AI agent) can continue the conversation free-form. Designing templates around a reply is one of the biggest levers for both engagement and cost.

Templates

Why do I need templates at all?

WhatsApp requires that any message a business initiates — or sends outside the 24-hour window — uses a template that Meta has reviewed and approved. This is Meta’s spam protection, not a Nybero limitation. See the Templates overview.

How long does template approval take?

Usually minutes to a few hours; occasionally longer. Nybero submits your template to Meta and keeps the review status in sync automatically, so you’ll see it flip from pending to approved (or rejected, with Meta’s reason) on the Templates page.

Why was my template rejected?

Meta rejects templates that violate its policies or formatting rules — common causes are promotional content in a utility template, variables at the very start or end of the text, or unclear placeholder examples. Nybero shows Meta’s rejection reason on the template. Fix the content and resubmit; see Template approval for tips.

Can I edit an approved template?

Yes, but a content change almost always triggers a fresh Meta review — the template goes back to pending and can’t be sent until it’s approved again. Plan template changes ahead of campaigns. See Create a template.

Can templates contain images, videos, or documents?

Yes. Templates support image, video, and document headers as well as buttons (URL and quick-reply). Audio is not supported in templates. See Create a template.

How do contacts get into Nybero?

Several ways: through your opt-in forms and links, one by one or via bulk import on the Contacts page, automatically via inbound webhooks from any external tool, or through the ActiveCampaign integration. Every contact is identified by their phone number.

Can I import my existing list?

Yes — bulk import adds contacts and automatically skips phone numbers that already exist in your workspace. Important: only import people who have actually consented to receive WhatsApp messages from you; campaigns only go to contacts with a confirmed opt-in. See Opt-in management.

Yes. Your data is hosted in the EU, opt-ins are recorded with a timestamp as proof of consent, opt-outs are honored automatically, and every customer’s data is strictly isolated. The details, including your responsibilities as the sender, are on the GDPR page.

How do opt-outs work?

When a contact replies with STOP, STOPP, “stop all”, “unsubscribe”, or “abmelden”, Nybero marks them as opted out automatically and logs it as proof. Opted-out contacts are skipped by campaigns and automations. You can still answer them in the inbox if they message you first — a service reply inside their open window is allowed, promotional templates are not. See Opt-in management.

Do you offer a data processing agreement (DPA)?

Yes — a DPA is available on request for your compliance documentation. See the GDPR page.

AI agent

What does the AI agent do?

The AI agent answers WhatsApp conversations for you — inside the 24-hour service window — using a persona and a knowledge base you define: business info, FAQs, websites, and documents. It answers questions, guides prospects toward a decision, and offers to bring in a human when it doesn’t know something. Start at the Agent overview.

Does the agent reply to every contact automatically?

No. The agent is off by default for every contact and only starts handling a conversation when an automation explicitly switches it on with an Agent on step (and off again with Agent off). You decide exactly which contacts, and at which point in the journey, the AI takes over. See Automation steps.

Does the agent hand off to humans?

Yes, in both directions. The agent hands a conversation to your team when a human should take over, with full context. And whenever a teammate replies manually in the inbox, the agent pauses for that contact automatically so you never talk over each other. See Handover.

Can I control when the agent replies?

Yes. Each agent has reply hours per weekday. Outside those hours the agent stays silent and picks the conversation up at the next opening — as long as the 24-hour window is still open at that point. See the Agent overview.

Which plan do I need for the AI agent?

Any plan — the AI agent is included in every subscription. Its usage is billed from a prepaid AI balance that you top up under Billing (auto-recharge available). See Plans.

Billing

How much does Nybero cost?

Three flat monthly plans that differ only in how many WhatsApp numbers you can connect: Basic at $49/month (3 numbers), Pro at $129/month (7) and Agency at $299/month (20). The AI agent is included in every plan. All plans start with a 7-day free trial; a card is required to start and you can cancel anytime before the trial ends. See Plans.

Are WhatsApp message costs included?

No — and that’s deliberate. Meta bills WhatsApp conversation costs directly to your Meta account at their standard rates, with 0% markup from Nybero. You keep full cost control, and Nybero shows you what Meta is charging right in the app. See WhatsApp costs.

Where do I see what WhatsApp is costing me?

On your dashboard and usage pages, Nybero pulls conversation and cost analytics straight from Meta and breaks them down by category and template. The billing itself happens in your Meta account (WhatsApp Manager). See WhatsApp costs.

Can I cancel anytime?

Yes. Plans are monthly with no long-term commitment — cancel during the trial and you won’t be charged at all. See Plans.

FAQ