Frequently Asked Questions

No. The phone number linked to your WhatsApp Business Account must be capable of receiving SMS messages for the MFA one-time passcode (OTP) during registration. VOIP numbers such as Zoom Phone numbers cannot receive SMS and will not work for this step. Alternative options include:

• Use a corporate mobile number that can receive SMS.

• Obtain a corporate eSIM and attach it to an existing corporate device. This is the recommended workaround when no spare device or number is available.

• Port the VOIP number to a non-VOIP carrier if the business requires that specific number.

A physical device is required for the initial setup because the registration involves SMS-based MFA. If the organization does not have a device or phone number, the best path is to obtain a corporate eSIM and activate it on an existing corporate device. This avoids purchasing new hardware and gives you a dedicated number for registration.

Always use a dedicated corporate number and not a personal number. The number must not already be associated with any WhatsApp service (consumer or business). The number must be able to receive SMS for OTP verification. Ensure the number is not already linked to WhatsApp Personal or any prior archiving service before registering.

Meta accepts payment only through Visa and MasterCard credit cards. Other cards such as American Express are not accepted.

Contact your Smarsh representative to ensure the following two configurations are enabled:

• Set WhatsApp API to "Enabled for Managed Users" under the organization setting.

• Individually enable the WhatsApp API permission for each manager accessing WhatsApp API on the Admin portal.

If only one of these steps is done, the feature will not appear for end users.

Yes, Microsoft Intune can be used to push the Capture Mobile app to user devices. However, sign-in with an OTP is mandatory regardless of how the app is deployed. This cannot be bypassed through MDM deployment. Users will still need to complete the OTP step on first sign-in.

Yes, both apps can coexist on the same device during a transition period. However, a single phone number cannot be associated with more than one WhatsApp service at the same time. If a user migrates their number to the WhatsApp Business API (WAPI), that number will no longer work with the legacy app or WhatsApp Personal.

Yes, as long as the personal WhatsApp account uses a different phone number. A single number can only be registered to one WhatsApp service at a time, but two different numbers (one personal, one corporate) can be active on the same device without conflict.

No. Existing chat history and groups from the legacy Enterprise Number Capture/Capture Mobile app cannot be migrated to the new WhatsApp API-based Capture Mobile app. Only new messages sent after onboarding will be captured and archived under the new service.

With the WAPI-based solution, Smarsh connects to Meta's WhatsApp Business API to capture messages at the point they are sent or received via the Business Account. While Meta's servers are used to deliver the messages, Smarsh's integration retrieves those messages and routes them to your designated archive. The archiving mechanism and destination (your existing external archive) remain under your control. The change is in the capture method, not the archive destination. Your Smarsh account team can provide specific details based on your archiving setup.

Not yet. Group messaging is not available in the current Capture Mobile for WhatsApp Business release. Support is targeted for end of Q3 2026. In the meantime, some internal group messaging is possible through the Enterprise Number Capture (ENC) app, though it is not equivalent to native WhatsApp groups. Existing groups from legacy apps will not carry over.

Yes. A company can register multiple WhatsApp Business Accounts under separate phone numbers. Each WhatsApp Business Account operates as an independent account. This approach can be used to segment user groups so their communications remain isolated. Coordinate with your Smarsh account team on the appropriate structure for your organization.