The WhatsApp Business API in Costa Rica lets companies support, notify and automate WhatsApp conversations at scale, with a verified number and templates approved by Meta. It is different from the regular WhatsApp or Business app.
This article covers onboarding in Costa Rica: number, verification and local costs. To first understand what the API is, read WhatsApp Business API: a business guide.
What is the WhatsApp Business API
It is the official way for a business system to send and receive WhatsApp messages programmatically. It is not an app: it connects to a platform (such as TelHarbor) that manages the number, templates, bots and inbox. This lets you serve many customers, integrate your CRM and automate replies.
Dedicated number and verification with Meta
The API uses a dedicated number registered and verified with Meta. It can be a new number or, depending on the case, an existing one. TelHarbor supports the registration, verification and activation to get it operational.
Templates and message categories
Outside the 24-hour window, outbound messages use templates approved by Meta, classified by category:
- Marketing: promotions, news and campaigns.
- Utility: confirmations, reminders and transactional notices.
- Authentication: verification codes (OTP).
- Service: replies within the 24-hour window, with no template cost.
The cost depends on the category; see the WhatsApp plans with pricing by category.
Bots and artificial intelligence
You can automate support with flow bots or a conversational AI agent that understands natural language and hands off to an agent when needed. Ideal for support, sales and frequent questions.
Use cases in Costa Rica
- Appointment, order and delivery confirmations.
- Billing and payment reminders.
- Customer support with a unified inbox.
- Access and verification codes (OTP).
How to activate the WhatsApp Business API
TelHarbor helps you with the number, Meta registration, templates, bots and inbox. Learn about the service on business WhatsApp or request a quote.
The 24-hour window: the rule that confuses most
When a customer writes to you, a 24-hour window opens in which you can reply with free text. If 24 hours pass without the customer writing again, the window closes and you can only reopen the conversation with an approved template. Free text simply does not arrive.
That is the source of almost every "I messaged them and it never got there". Practical consequence: have a re-engagement template approved in advance, for when an agent picks a conversation back up the next day.
What to have ready before you start
- A dedicated number. Connecting it to the API stops it working in the regular WhatsApp app, so do not use a salesperson's mobile.
- Business verification with Meta, which requires company documentation.
- A public website with a privacy policy. Meta checks it.
- The display name, which must match your real brand.
- Your first templates, written and classified by category.
- Who answers and when, with a plan for after hours.
Writing templates that do not get rejected
- Do not put variables at the very start or end of the message, or two in a row.
- Write so it makes sense without context: the reviewer does not know your business.
- Do not declare a genuinely promotional message as utility.
- Check spelling and that formatting is properly closed.
- Include your brand name in the text so the recipient knows who is writing.
Protecting the number's quality rating
Meta assigns each number a quality rating based on how people react: blocks and reports push it down, and with it the message limit you are allowed. In serious cases the number gets restricted.
What protects it: writing only to people who consented, sending content they expect, not pestering people who do not reply, and answering quickly when they write. What destroys it: buying contact lists and sending promotions to people who never asked for anything.
Common mistakes in practice
- Opening the channel with nobody to answer. WhatsApp creates an expectation of fast replies; an unattended channel is worse than none.
- Automating everything with no route through to a person.
- Using an employee's number, who takes the conversations with them the day they leave.
- Not measuring. How many conversations arrive, how many the bot resolves and how many end unanswered.
Frequently asked questions
Do I need a new number?
It uses a dedicated number registered with Meta. It can be new or, depending on the case, an existing one migrated to the service.
How much does sending via WhatsApp cost?
It depends on the message category (marketing, utility, authentication or service). See pricing by category in the plans.
Can I automate replies?
Yes. You can use flow bots or an AI agent to reply automatically and hand off to a human when appropriate.
Can I integrate it with my system?
Yes. You can send and receive via API from your CRM or apps, plus use the portal inbox.
Can I use the WhatsApp number I already use?
Yes, but connecting it to the API stops it working in the regular app. That is why a dedicated company number is the usual choice.
Why does my message sometimes not reach the customer?
Because the 24-hour window closed and you are sending free text. Outside the window only approved templates get through.
What happens if I get reported as spam?
The number quality rating drops and with it your sending limit. If it keeps dropping, the number can be restricted.
Do I need a bot to start?
Not required, but it helps: it filters the repetitive part and answers after hours. It must always leave a route through to a person.