FAQ

WhatsApp and Meta

Is this the official WhatsApp API?

Yes. Desorix uses only Meta's WhatsApp Cloud API. It never automates WhatsApp Web or the phone app, which breaks WhatsApp's terms and gets numbers banned.

Can I keep using the number on my phone?

No. A number connected to the Cloud API can't be used in the WhatsApp or WhatsApp Business app at the same time. If the number is on a phone now, delete that WhatsApp account in the app first; the chat history on the phone isn't moved. Many businesses use a new number for Desorix.

How many numbers can I connect?

As many as you like. Each workspace can connect several WhatsApp Business Accounts and several numbers in each, for example Sales and Support. Every number has its own inbox filter, costs and settings.

Do I need Meta's App Review or a Tech Provider account?

No. You connect your own WhatsApp Business Account to your own Meta app, which needs neither. Connect WhatsApp explains the one setting Meta does require (publishing the app).

Who pays Meta for messages?

You do, directly. Meta bills the payment method on your WhatsApp Business Account. Desorix doesn't handle that money; it records the category, country and cost of every message, so you can see and forecast the bill. See Costs and alerts.

Why can't I just reply to someone who messaged me last week?

WhatsApp's 24-hour rule: free-form replies are allowed for 24 hours after the customer's last message. After that, only an approved template can be sent. The inbox shows the countdown and offers your templates when the window is closed.

How many messages can I send?

Meta sets a messaging limit per business portfolio: new accounts start at 250 customers a day and move up to 2,000, 10,000, 100,000 and unlimited as you send good-quality messages. Broadcasts respect the limit automatically. See Messaging limits.

Hosting

Does it really work on shared hosting?

Yes. That is what it's built for: PHP, MySQL and one cron job. No SSH, Node.js, Redis, Supervisor or websockets are needed. The inbox refreshes every few seconds instead of instantly; with a VPS you can add instant updates.

Can I install it in a subfolder?

Use a domain or subdomain (for example chat.example.com). Meta's webhooks and the website widget need a stable HTTPS address, and a subdomain is simplest.

How do updates work?

With your purchase code activated, Administration → Updates downloads, checks and installs a new version in one click, after making a backup. Without it, upload the new zip on the same page. See Updating.

Can I move to another server or domain?

Yes. Copy the files and the database, keep .env (it holds the encryption key), then update the Webhook Callback URL in Meta. Deactivate the license on the old domain under Administration → License first.

Features

Does it include AI? Do I need to pay for it?

Yes, it includes an AI assistant (drafts for agents and auto-replies from your documents), and you bring your own Anthropic or OpenAI key. You pay the provider for what you use, and Desorix records the cost of each call. See Set up the AI assistant.

Can my team share one number?

Yes. That's the point of the shared inbox: several agents work the same number, with assignment, internal notes, saved replies and tags. Each agent can be limited to certain numbers.

Which languages does the interface support?

English and Arabic (right to left) are included. Each person picks their own language. Further languages can be added as translation files.

Can I run it as a service for my clients?

Each client gets their own workspace, with their own numbers, team and data, and you manage all of them under Administration. Billing your clients isn't built in yet. Envato's license decides how you may charge for it: if your clients pay to use it, you need the Extended License.

Privacy

Where is the data stored?

On your server, in your database. Message content goes only to Meta (to deliver it) and, if you switch on AI, to the AI provider you chose. Desorix sends the license server only your purchase code, your domain, an install ID and the Desorix, PHP and database versions. Nothing else is shared.

Can I delete a customer's data?

Yes. Delete personal data (GDPR) on a contact removes their name, number, custom fields, message texts, attachments, notes and chatbot answers. Message costs are kept without any personal data, so your spending reports stay correct. Data already held by Meta or an AI provider follows their own retention rules.