WhatsApp terms

These terms apply when you switch on COHO’s WhatsApp messaging service. They work alongside our terms and conditions, subscription terms, privacy policy, and acceptable use policy. By enabling the service, you agree to them.

What the service does

The WhatsApp messaging service lets COHO send WhatsApp messages to your tenants and applicants on your behalf, with their replies appearing in your COHO message centre so you can keep the conversation going in COHO while they continue on WhatsApp. It covers viewing-related messages and other WhatsApp conversations you start or continue through COHO, including when a lead is set to use WhatsApp as its main channel.

The two ways to connect

You can use the service in one of two ways, and we’ll make clear which one you’re setting up:

  • Managed. COHO provides a dedicated WhatsApp number for your organisation and runs it on COHO’s own WhatsApp Business account.
  • Connected. you connect your own WhatsApp Business number, and it stays on your own Meta account. We link COHO to it so we can send and receive on that number.

What it costs

  • Managed: A regular monthly fee for the dedicated number.
  • Connected: A regular monthly fee to access the integration.
  • Meta’s own charges: WhatsApp is provided by Meta, which charges for certain messages (rates depend on the message type and country). On the Managed option, COHO covers these Meta charges where they remain below a pre-set cap equivalent to the monthly fee. If that cap is reached in a given month, we will pass on any additional Meta charges as part of your monthly invoice. On the Connected option, Meta charges are billed to you directly on your own WhatsApp Business account.
  • The 24-hour service window: once a tenant messages you, free-form replies you send within the next 24 hours are free. If they message again before it expires, the window resets. Outside the window, only approved template messages can be sent, which Meta may charge for.

All prices exclude VAT, which is added where applicable. We may change our own prices; Meta sets and may change its charges independently.

Fair use

The service is for genuine tenancy and property-related communication with your own tenants and applicants. It is not for marketing broadcasts, bulk campaigns, or messaging people who have not agreed to hear from you. We may monitor usage, and if your use is excessive or falls outside normal property-management communication, we may limit, throttle, suspend, or withdraw the service. We may also, on reasonable notice, introduce charges for usage above a fair-use level, though we are not obliged to. Any such charge would apply only from the date it takes effect, never retrospectively.

Your responsibilities

You are responsible for the messages sent from your account. This includes having each recipient’s consent to contact them on WhatsApp where the law requires it, keeping content lawful and accurate, and honouring any request to stop. Recipients can opt out at any time by replying STOP or by turning off WhatsApp notifications in their settings, and we will act on that.

Meta and WhatsApp rules

WhatsApp is run by Meta under its own terms and Business Messaging Policy, which apply to your use of the service. If you use the Connected option, please note that switching too quickly between messaging in the WhatsApp Business app and messaging through COHO on the same number can be treated as spam by WhatsApp, which may apply temporary restrictions while it investigates. COHO is not responsible for any restrictions, investigations, delivery failures, or other actions taken by Meta or WhatsApp on a number or account. These are enforced by WhatsApp.

Data protection

When we send WhatsApp messages for you, you are the data controller and COHO is your data processor, as set out in our terms and conditions. Meta acts as a sub-processor for delivering the messages. Our current sub-processor list is published and maintained on our website.

Turning the service off

You can turn the service off at any time.

  • Managed: we release the dedicated number and stop processing anything sent to it. If you turn the service back on later, you’ll get a new number, not the same one.
  • Connected: we stop sending and receiving on your number. We do not delete or take over your WhatsApp Business line. To fully remove COHO on Meta’s side, also disconnect COHO under WhatsApp Business → Settings → Account → Business Platform.

Monthly fees already charged for the current period are not refunded.

Governing law and changes

These terms form part of your agreement with COHO and are governed by the laws of England and Wales. We may update them from time to time; the effective date shown when you enable the service reflects the latest version.