--- title: Frequently Asked Questions url: https://liliya.io/faq --- # Frequently Asked Questions ## What is Liliya? Liliya is a WhatsApp Business API platform that lets businesses broadcast messages to thousands of customers, manage all incoming chats through a shared team inbox, and automate conversations with a no-code chatbot — all from one dashboard. --- ## What is a WhatsApp broadcast message? A broadcast is a message sent from your WhatsApp Business number to multiple contacts at once — similar to an email campaign but delivered through WhatsApp. Each recipient receives it as a personal message in their own chat with your number, not in a group. Liliya lets you send broadcasts to thousands of contacts in a single click. --- ## What is the Team Inbox? The Team Inbox is a shared dashboard where all inbound WhatsApp messages to your business number appear in real time. Multiple agents can log in simultaneously, pick up conversations, and reply — just like a shared email inbox but for WhatsApp. Every conversation is visible to the whole team, eliminating the problem of messages getting missed on a single person's phone. --- ## What is the No-Code Chatbot? The No-Code Chatbot lets you build automated WhatsApp conversation flows using a visual drag-and-drop builder — no programming knowledge needed. You define the questions, keywords, and replies, and the bot handles incoming messages 24/7 automatically. Typical use cases include lead qualification, order status queries, FAQs, appointment booking, and after-hours support. --- ## What plans does Liliya offer? Liliya offers 4 plans: DIY (Do It Yourself) – ₹2,000/month Unlimited Broadcast, Templates, Inbox, Contacts, Labels, Canned Messages, Team Members, and Roles & Permissions. Growth – ₹3,000/month Everything in DIY plus Chatbot/Workflow and Automation integrations with Shopify, IndiaMart, and other platforms. DFU (Done For You) – ₹4,000/month Everything in DIY plus Chatbot/Workflow. Our team manages all your Broadcasts, Templates, and complete account setup on your behalf. Enterprise – ₹10,000/month Everything in DFU plus Custom Software API Support for advanced enterprise-level WhatsApp Business API integrations. All plans are billed monthly with no setup fee and no hidden charges. --- ## What is the WhatsApp Business API? The WhatsApp Business API (now called the Meta Cloud API) is an official Meta product that allows businesses to send and receive WhatsApp messages programmatically. Unlike the regular WhatsApp Business app, the API supports multiple agents, automation, and bulk messaging — Liliya connects your number to this API so you can use all those features without writing any code. --- ## Do contacts need to opt in before I can broadcast to them? Yes. Meta requires that contacts have opted in to receive messages from your business before you send them a broadcast. This protects your sender reputation and keeps your account in good standing. Liliya provides opt-in link tools and import validation to help you maintain a clean, consented contact list. --- ## How many agents can use the Team Inbox at the same time? The number of agents depends on your plan. The Starter plan includes a single-agent setup, while Basic and Pro plans support multiple concurrent agents. You can add extra agent seats from the billing section at any time. All agents share the same WhatsApp number — customers always message one number and the team handles it internally. --- ## How long does it take to set up the chatbot? A basic FAQ or keyword-response bot can be live in under 5 minutes. More complex flows with conditions and multiple branches typically take 15–30 minutes to build. Our template library gives you pre-built flows for common scenarios that you can customise with your own content and publish immediately. --- ## Is there a free trial? Yes. Every new account gets a 7-day free trial with full access to all Liliya features. No credit card is required to sign up. Your trial starts the day you activate your WhatsApp number. --- ## How do I connect my WhatsApp number to Liliya? After you sign up, our onboarding team schedules a live call and walks you through the Meta Business Manager verification and WABA (WhatsApp Business Account) setup. The entire process typically takes less than 24 hours. You can use a new number or migrate an existing WhatsApp Business number. --- ## What types of content can I send in a broadcast? You can send text, images, PDFs, videos, and interactive buttons (call-to-action and quick-reply) through approved WhatsApp message templates. Template messages must be approved by Meta before sending. For contacts who have messaged you within the last 24 hours, you can also send free-form messages without a template. --- ## Can I assign a conversation to a specific agent? Yes. Any agent or admin can assign an open conversation to a specific team member. The assigned agent gets a notification and the conversation is highlighted in their queue. This prevents two agents from replying to the same customer at the same time. --- ## Can the chatbot hand off a conversation to a human agent? Yes. You can add a "Transfer to Agent" action at any point in a chatbot flow. When triggered, the conversation moves into the Team Inbox queue and an available agent can take over. The agent sees the full bot conversation history so the customer never has to repeat themselves. --- ## Can I switch plans at any time? Yes. You can upgrade or downgrade your plan from the billing section of your dashboard at any time. Upgrades take effect immediately. Downgrades apply at the start of the next billing cycle so you always get the full period you have paid for. --- ## Is Liliya compliant with Meta's WhatsApp policies? Yes. Liliya is an official Meta Business Partner. All messages sent through the platform follow Meta's messaging guidelines, including opt-in requirements for broadcast messages and template message approval. We help you stay compliant so your account is never at risk of being restricted. --- ## Why are some of my broadcast messages showing as undelivered? Undelivered messages usually mean the recipient's phone is off or has no internet connection — WhatsApp will retry delivery for up to 30 days. Messages can also fail if the contact has blocked your number or if the number is no longer on WhatsApp. Liliya's analytics dashboard shows per-message delivery and read status so you can identify and clean invalid contacts. --- ## How does contact tagging work? Tags are colour-coded labels you can attach to any contact or conversation — for example "Hot Lead", "Support", "Paid Customer". You can filter the inbox by tag to see only the conversations that matter to you right now. Tags also integrate with broadcasts, so you can target only contacts with a specific tag. --- ## What happens if the chatbot does not understand a message? You can configure a fallback response — for example "I didn't quite get that. Type MENU to see options or type AGENT to speak with a person." You can also set a rule to automatically escalate to a human agent after a configurable number of unrecognised messages. --- ## What payment methods are accepted? We accept all major credit and debit cards, UPI, net banking, and popular wallets through our secure Razorpay payment gateway. All transactions are encrypted and processed in INR. --- ## Which countries and languages are supported? Liliya works with any WhatsApp Business number worldwide. The platform dashboard is in English, but you can send messages in any language that WhatsApp supports — including Hindi, Gujarati, Arabic, and more. Template messages must be approved by Meta in the language you plan to use. --- ## Can I schedule a broadcast for a later time? Yes. When creating a broadcast campaign you can choose to send immediately or schedule it for any future date and time. This is useful for promotions, reminders, or sending messages during peak engagement hours for your audience. --- ## Can I see the full chat history of a contact? Yes. Every message exchanged with a contact — across all agents and all time — is stored and visible in a single conversation thread. You can scroll back through the entire history, search for keywords, and see which agent handled each reply. --- ## Can the chatbot send images, buttons, and documents? Yes. Chatbot replies support the full range of WhatsApp message types: text, images, videos, PDFs, lists, and interactive quick-reply or call-to-action buttons. This lets you build rich guided flows — for example showing a product catalogue image with "Buy Now" and "Learn More" buttons. --- ## Are there any hidden charges? No. The plan price you see on the pricing page is what you pay. There are no setup fees or hidden platform charges. Note that Meta charges a per-conversation fee directly to your Meta account for messages sent through the WhatsApp Business API — these are Meta's charges, not Liliya's, and vary by country and message category. --- ## Can I try Liliya before purchasing? Yes — every new account gets a 7-day free trial with full access to all features. No credit card is required to start. At the end of the trial you can choose any plan that fits your team size. --- ## Is there a limit on how many contacts I can broadcast to? Meta assigns a messaging tier to each WABA number based on its sending history and quality rating. New accounts typically start at 1,000 unique contacts per day and scale up to 10,000, 100,000, and unlimited as you demonstrate good engagement and low block rates. Liliya's dashboard shows your current tier and helps you manage quality to unlock higher limits faster. --- ## Does the Team Inbox work on mobile? The Liliya web dashboard is fully responsive and works well on smartphones and tablets through a mobile browser. There is no separate native app required — agents can handle conversations from any device with an internet connection. --- ## Does the chatbot work in multiple languages? Yes. You can create separate chatbot flows for different languages and trigger them based on the language the customer writes in. Many Liliya users run parallel flows in English, Hindi, and Gujarati to serve regional audiences without any extra cost. --- ## What happens when my free trial ends? When your 7-day trial ends, your account is paused until you select a paid plan. Your data, contacts, chatbot flows, and message history are all preserved — nothing is deleted. You can re-activate at any time by choosing a plan from the billing section. --- ## Does Liliya support multiple WhatsApp numbers? Yes. You can connect multiple WABA numbers (e.g., one for sales, one for support) under a single Liliya account. Each number gets its own inbox, chatbot, and broadcast settings. Contact us to discuss multi-number pricing. --- ## Do you offer a discount for yearly billing? Yes. Choosing the annual billing option gives you **2 months more** compared to the monthly rate. The annual amount is charged as a single payment at the start of each year. ---