This FAQ answers the questions we hear most about Stravax Engage: connecting WhatsApp, who pays for messages, how the AI qualifier behaves, ad conversion sync, team access, monthly allowances, running multiple brands, turning on security, Shopify, and how support works.
No. Engage connects to WhatsApp through Meta's embedded signup, so you link your own WhatsApp Business Account (WABA) directly inside the app. You never apply for API access separately or run a developer setup; Engage handles the technical connection during signup.
You do. Your number runs in Tech Provider mode, so your own WABA carries Meta's messaging charges on your Meta billing. Engage adds a separate, itemized platform fee per message, billed from your wallet, always distinct from Meta's charge.
Once a contact messages you, you can reply freely for 24 hours (see the 24-hour window). Outside that window, or to start a new conversation, you need a pre-approved template message. This WhatsApp platform rule applies to every business number, not just Engage.
No. The AI qualifier only responds where your organization has it enabled and a live playbook is running, following that playbook's questions and criteria. An agent's reply makes the AI stand down immediately (human takeover) until your team resumes it.
Engage sends qualified and converted signals back to Meta, Google, and TikTok once you connect the matching ad account, closing the loop between an ad click and a real WhatsApp outcome so each platform can optimize delivery. See conversion sync.
Yes. Engage runs a shared team inbox on each connected number, so every teammate sees the same conversations in real time, and any agent can reply, hand off, or take over from the AI.
Every plan includes a monthly allowance for volume like broadcasts and conversion events, up to a hard ceiling. Reaching it opens an in-app upgrade path to a higher plan. The only usage billed from your wallet beyond the allowance is per-message fees and AI conversations. See plans and tiers.
Yes. Engage supports one organization per brand or client, each with its own contacts and settings kept separate. Agencies typically run one per client, switch between them, and can share a client dashboard without exposing other clients' data. See multiple brands.
From your Profile, start two-factor authentication enrollment: scan the QR code, or enter the setup key manually, then enter the 6-digit code your authenticator app generates. Save the 10 backup codes shown; they're your only way back in without your device. See two-factor authentication.
Yes. Connect your store through a Shopify app install, and Engage keeps a synced copy of your products and abandoned checkouts. It sends WhatsApp recovery messages for abandoned carts and lets agents send a product card from your catalog inside a conversation. See connecting Shopify.
Per conversation, not per message. When a contact sends several messages in quick succession, Engage briefly waits and groups them into one AI turn (a short debounce) instead of billing each message separately, so a fast typer costs you no more.
Your data follows our published retention policy: it is not deleted the moment you cancel, and it is not kept forever. For exactly how long each type, like conversations, contacts, and account records, is kept, see data retention.
Open a ticket from the in-app help center; any teammate can create one and the whole team can see it. Tickets move through open, pending, resolved, and closed; replying to a resolved ticket reopens it. We publish no guaranteed response time, but support stays reachable after your trial ends. See getting help.