Building community on WhatsApp

Government, political and non-profit organisations play a vital role in keeping communities safe, informed and connected. As communication evolves, private messaging apps, especially WhatsApp, have become an essential part of people's lives as they increasingly use it for personal and official communications.

Why WhatsApp?

WhatsApp is a private, safe, secure and engaging way for organisations to connect with communities. With more than three billion users globally, WhatsApp offers multiple tools for governments and charities to reach people where they are.

WhatsApp channels

WhatsApp channels are a simple, reliable and private way to connect with followers. They're a one-way broadcast tool that allows organisations to share updates, news and alerts with unlimited followers. Channels are designed for mass communication – followers can't reply or see each other, and the admin's and followers' phone numbers are hidden for privacy.

Here are some examples of how you might use the WhatsApp channels tool:

• Broadcasting public alerts, updates or news.
• Sharing health, safety or election information.
• Distributing campaign updates or fundraising news.
• Providing real-time updates during events.

Follow this guide for step-by-step instructions on creating a WhatsApp channel.

Using the WhatsApp Business app

The WhatsApp Business app is designed for smaller organisations, such as local councils, community non-profits or frontline health workers, who want to communicate directly and personally with a specific group of people.

Here are some examples of how you might use the WhatsApp Business app:

• Letting people know the opening hours and location of a particular local authority or government department using away or greeting messages
• Providing people with information on a local council's range of community welfare services using a catalogue
• Having a 1:1 or 1:many (up to 32 participants) voice or video call with constituents about a specific topic

Follow these instructions on getting set up on the WhatsApp Business app.

Using the WhatsApp Business platform (API)

The WhatsApp Business platform (API) is built for organisations that need to communicate at scale and integrate messaging into their existing systems. It allows for programmatic, automated and secure messaging, making it ideal for ministries, national agencies and NGOs.

Contact us to check your eligibility for the WhatsApp Business platform.

Here are some examples of how you might use the WhatsApp Business platform:

• Provide time-sensitive and mission-critical information regarding crisis support and assistance
• Provide relevant information about available services
• Provide access to available public service delivery Enable citizens to request information about government services (e.g. citizens communicating with a chatbot to get information on passport renewals).
• Provide authoritative information related to elections and voting.

How to access the WhatsApp Business platform

Governmental entities must work with a solutions partner (formerly known as business service provider) to access the WhatsApp Business platform. A directory of solution partners is available here. The partner directory is provided for reference only, and you should conduct your own due diligence of any company that you choose to work with. Companies listed are badged Meta Business Partners. Inclusion in this directory is not an endorsement from Meta

For further information and support on this topic, read more here.

How to comply with the WhatsApp Business platform entity-level restrictions

Currently, political parties, political campaigns, military, national security and law enforcement are restricted from using the WhatsApp Business platform. Additionally, government entities must work with a BSP and cannot onboard using the Cloud API.

However, these entities are permitted to use the WhatsApp Business app with restrictions. Please review best practices on how to use WhatsApp responsibly, guidelines for WhatsApp channels and guidelines around WhatsApp and elections and prohibitions on political campaigning.

For more information, please visit:

Government and Charity Resource Centre: WhatsApp

How to use WhatsApp responsibly