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You’ve configured your messaging channel and successfully sent a test message. The next step is to make sure you’re ready to communicate with your customers. Depending on your messaging channel, you may be able to start sending immediately, or you may need to complete additional verification and approval steps.

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Ready to Test vs Ready to Send

There are two important milestones when getting started with Kero.

Ready to Test

Your messaging channel is configured sufficiently to test messages under the applicable testing conditions.This allows you to check your message content, recipient details and channel behaviour.

Ready to Send

Your messaging channel has met the requirements for sending live messages to customers.You can begin customer messaging, subject to the applicable channel rules and recipient consent requirements.
Ready to Test and Ready to Send are onboarding milestones used in this guide. They are not necessarily the Agent status labels displayed in Kero.

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When can you go live?

Each messaging channel has different requirements.

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SMS: Check your Sender ID and destination

SMS generally has the shortest path from setup to live messaging. Once you’ve created your SMS Agent, you can usually begin sending messages, provided your configuration meets the requirements for the destination country. Before sending to customers, check that:
  • Your SMS Agent is configured correctly.
  • Your Sender ID is permitted for the destination country.
  • Any required Sender ID registration or supporting documentation has been completed.
  • You have permission to message your recipients.
Some countries require Sender ID registration or impose restrictions on the Sender IDs businesses can use. These requirements may affect when you can start sending.
For more information, see:

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WhatsApp Business: Complete your payment and verification setup

Once your WhatsApp Business number is connected to Kero, you can begin sending messages. However, successful delivery depends on your Meta account configuration and messaging eligibility.

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Step 1: Connect your WhatsApp number

Complete the WhatsApp Business onboarding process in Kero. Once connected, your number is available for messaging. Meta may send messages to your registered WhatsApp number during onboarding. You can find these messages in Kero’s Conversations / Replies Inbox.

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Step 2: Add your payment method in Meta

Make sure you’ve added a valid payment method to your WhatsApp Business Account in Meta. Without a payment method, messages sent through Kero may fail. Once your payment method is configured, you can begin sending messages within your initial messaging limit.

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Step 3: Verify your business to increase your Messaging Limits

Your WhatsApp Business Account initially has a Messaging Limit of 250 messages. To increase this limit, you’ll need to complete business verification with Meta, subject to Meta’s eligibility requirements. To progress beyond this initial limit, you’ll need to complete business verification with Meta. Business verification confirms your business details and helps establish eligibility for higher messaging limits, subject to Meta’s requirements.
You don’t need to wait for business verification before sending your first messages, provided your number is connected, your payment method is configured and your messages meet Meta’s requirements.

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Remember the 24-hour customer service window

When a customer messages your business, a 24-hour customer service window opens. During this window, you can send permitted free-form replies. Outside this window, you must use an approved WhatsApp message template. For more information, see:

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RCS for Business: Complete verification and launch

RCS for Business requires additional approval before your Agent can send live messages to customers. You can create your RCS Brand and Agent in Kero and test the experience using approved test devices while preparing for launch. However, testing does not mean your Agent has been approved for live messaging.

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Understand your RCS Agent’s progress

Your Agent moves through a series of stages as it is prepared, reviewed and launched.
RCS Agent verification and carrier launch can take time. If your Agent is awaiting approval, you can continue testing with approved test devices, but you cannot yet send live RCS messages to your wider customer audience.
For more information, see:

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Before sending your first customer message

Once your channel is ready, we recommend completing these final checks:
  • Recipient permission: Confirm that you have the necessary consent or lawful basis to contact your recipients.
  • Message content: Review your message for accuracy, spelling, links and personalisation.
  • Recipient details: Check your mobile numbers and contact information.
  • Channel requirements: Confirm that your message complies with the rules for your selected channel.
  • Fallback configuration: If you’re using an alternative delivery channel, check that it is configured in your Kero Template.
  • Test results: Confirm that your test message was delivered and displayed as expected.

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What if you’re not ready to go live?

If your channel is still awaiting verification, approval or additional configuration, return to the relevant channel setup guide. Check whether there is an action you need to complete or whether the next step is being handled by Kero, Meta or an upstream messaging provider. If you’re unsure what is preventing your channel from going live, contact the Kero support team for assistance.

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You’re ready to start messaging

Once your messaging channel meets the requirements for live sending, you can begin communicating with your customers through Kero. Start with a small audience, review your message results and expand your messaging activity as you’re ready. You can also explore Kero’s Contacts, Templates, Campaigns and Inbox features as your messaging needs grow.
You don’t need to configure every messaging channel before going live.Start with the channel that’s ready for your business and add WhatsApp, SMS or RCS later as needed.