支援

WhatsApp develops and operates the WhatsApp Business API, which enables businesses to communicate with WhatsApp consumer users on the WhatsApp network. When using the Cloud API, Meta will host the WhatsApp Business API for you and provide an endpoint for the WhatsApp service for your incoming and outgoing WhatsApp communications.

Please view information about the sunset of the On-Premises API.

Access to Cloud API is free, and we expect it to generate additional cost savings for developers, as Meta hosts and maintains the Cloud API.

We want to make it clear what it means to message with a business on WhatsApp. Some businesses may choose to use Meta or another company to help them manage and store their messages. When a business chooses to manage their messages with another company, we will let consumers know by showing a different system message. Learn more.

The Cloud API architecture significantly simplifies the Solution Partner's operational and infrastructure requirements to integrate with WhatsApp Business Platform. First, it removes the infrastructure requirements to run Business API docker containers (CAPEX savings). Second, it obviates the need of operational responsibilities to manage the deployment (OPEX savings). For details, refer to the architecture diagram comparing the On-Premises and Cloud API deployments.

Solution Partners and direct clients do not need the WebApp and CoreApp containers that are used in the On-Premises API. Meta will manage all database data and media data on behalf of the Solution Partner or direct client.

As your on-premises performance depends heavily on your hardware, software, and connectivity to WhatsApp servers, if you wish to understand these differences, you can perform your own load tests on Cloud API as you might have done for your own on-premises installation. You can also refer to our performance comparison to understand more details around how the on-premise and Cloud APIs compare.

Migrating between the on-premises and Cloud APIs is seamless, and can be done bidirectionally. See migration details for more information.

請查看我們的「 WhatsApp Business API 狀態頁面 」，瞭解雲端 API 特定的可觀察性指標。

請查看「 API 狀態頁面 」，瞭解更多詳情。

可用性每天更新一次。

在某些情況下，系統可能會自動錯誤地將某些用戶錯誤計入停機時間。在這些情況下，我們會在一週內進行詳細分析後，將停機時間覆寫為執行時間。

可能有不影響我們全球可用性的問題存在。在這種情況下，「WhatsApp Business API 狀態頁面」會有狀態顯示可能有一些不影響全球可用性的中斷情形存在。請提交「 直接支援 」問題單以進一步調查。

在某些情況下，可能不會自動追蹤可用性停機時間：

• 網路問題導致要求在到達圖形 API 層（第一層）之前失敗。
• 網路問題導致連外 Webhooks 無法到達商家的 Webhook 端點。

在此之後允許進入我們系統之前出現的任何問題，都會顯示為錯誤或未成功。此外，在第一次嘗試發出 Webhook 之後遇到的問題也會繼續重試，直到成功傳遞到 Webhook 端點為止。

手動偵測後反映在可用性主控板中的其他情況包括（非系統錯誤）：

• 像驗證權杖（安全庫）這樣的 Meta 驗證問題會被判定是否為未通過驗證或授權的合法要求。
• 拒絕合法要求的驗證。

在這兩種情況下，WhatsApp 都會在事後偵測並解決這些問題，接近即時，但非即時。

我們目前並未提供適用於運作時間和/或延遲的產品服務水準合約。

We will have disaster recovery and data replication across multiple regions. The expected downtime would be within our SLA and usually in the order of less than a minute to less than five minutes.