# WhatsApp automation FAQ

> Short answers about Pathshala WhatsApp automation — numbers, AI replies, templates, broadcasts, opt-outs, charges and the CRM app.

Source: https://pathshala.mjxtechnologies.com/docs/whatsapp/faq/

Short answers to the questions institutes ask most. Each answer links to the page with the full steps.

## Numbers

**Do I need my own WhatsApp Business number?**
Not on Forever Free and Basic — they send on MJX's shared number. Pro connects your own. Some accounts must connect their own number first; WhatsApp Settings tells you. See [Using the shared MJX number](whatsapp/using-the-shared-mjx-number).

**Can I use my existing WhatsApp number?**
Only after removing it from the WhatsApp or WhatsApp Business app on the phone. Most institutes use a fresh SIM. See [Connect your own number](whatsapp/connect-your-own-number).

**Can I change number later?**
Yes, with **Replace credentials** on WhatsApp Settings. Templates do not move between numbers, so Pathshala submits its standard ones again for the new number.

**Can two branches share one number?**
One WhatsApp number can be connected to only one Pathshala account.

## AI replies

**What does the AI answer from?**
Your knowledge base, latest updates, fee structure, courses and documents — nothing else. See [AI replies](whatsapp/ai-replies).

**Will it make up fees?**
No. A reply naming an amount that is not in your own data is replaced with a request to contact you.

**Which languages?**
Hindi, English and Hinglish — whatever each message is written in.

**How do I stop the AI on one chat?**
Reply from the person's enquiry: the AI pauses for 30 minutes, and **Resume AI** hands it back.

**Can I turn the AI off completely?**
Yes: **Sidebar › Settings › Organisation › Organisation details › ⚙️ Setup › WhatsApp Settings › AI Auto-Reply** (owner only).

## Templates and sending

**Why do I need templates?**
WhatsApp only allows a business to start a chat, or write after 24 hours of silence, with a Meta-approved template. See [Templates](whatsapp/templates).

**How long does approval take?**
Usually minutes, sometimes a day or two.

**Can I create templates or send broadcasts on the shared MJX number?**
No. Templates and broadcasts need your own WhatsApp number — the pages show a [[Connect your number]] button. Your automatic messages keep working on the shared number. See [Connect your own number](whatsapp/connect-your-own-number).

**Are fee reminders and absence alerts automatic?**
No — they are review-then-send, so a person checks the list first. See [Automatic messages](whatsapp/automatic-messages).

**Can I schedule a message?**
Yes. In a broadcast, choose **Pick a time**. See [Broadcasts](whatsapp/broadcasts).

**What happens when someone replies STOP?**
They are blocked from all your WhatsApp messages at once and get a confirmation. START turns them back on. See [Opt-outs](whatsapp/opt-outs).

## Money

**Which messages cost money?**
Delivered template messages, at the rate for their category (Utility, Marketing), plus 18% GST. Sign-in codes (Authentication) are free — paid by MJX. Replies are free. See [Your WhatsApp bill](whatsapp/whatsapp-bill).

**Do I pay Meta?**
No. MJX pays Meta and bills you, for the shared number and your own number alike.

**What if I pay late?**
After 15 days unpaid, WhatsApp messages stop and the account is suspended until the bill is paid. Paying restores everything at once.

**Is there a GST invoice?**
Yes. Each payment has a **Tax invoice** link on the WhatsApp usage page.

## Access and apps

**Who can use the WhatsApp Inbox?**
Owners and admins by default; an owner can give a role the WhatsApp send permission.

**Is there an app?**
Yes. The **MJX CRM** Android app has a WhatsApp inbox for replying and sending photos, videos, audio, documents and locations. See the [CRM docs](crm/).

**Why are my WhatsApp messages not going out?**
Check KYC on **Getting paid & KYC**, your WhatsApp bill, and your number on WhatsApp Settings. See [Troubleshooting](whatsapp/troubleshooting).

**How do I get help?**
WhatsApp or call MJX on 7996837555, or email info@mjxtechnologies.com.

## Questions people ask

### Do I need my own WhatsApp Business number?

Not on Forever Free and Basic, which use MJX's shared number. Pro connects your own. A business that bought WhatsApp Automation on its own may have to connect its own number first — WhatsApp Settings tells you.

### Can I use my existing WhatsApp number?

Only if you remove it from the WhatsApp app first. A number connected to Pathshala cannot also be used in the normal WhatsApp app.

### Which messages cost money?

Template messages that are delivered — reminders, alerts, broadcasts — plus 18% GST. Sign-in codes are free, paid by MJX. Chat replies inside a conversation the other person started are free.

### Can I create templates or send broadcasts on the shared MJX number?

No. Both need your own WhatsApp number. Automatic messages such as fee reminders and sign-in codes keep working on the shared number.

### Does the AI reply at night?

Yes, at any hour, from your knowledge base, unless you have switched AI Auto-Reply off in Settings.

### Can parents see other parents' numbers in a broadcast?

No. A broadcast sends a separate message to each person.

### Can I send a message to someone who never wrote to me?

Yes, with an approved template — from a module, a broadcast or the inbox.