FAQs
HELP CENTER
Frequently Asked Questions (FAQs)
Want to know how Mocean’s Web Portal works in Indonesia? Our FAQ section provides straightforward guidance on everything from importing contacts via spreadsheets and personalising your messages to scheduling broadcasts and tracking delivery in real time.
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SMS
Please email support@moceansms.com and include your account username and mobile number so our support team can check the issue.
You will receive 5 free SMS credits to begin testing. If you require more credits for further testing, you can request additional trial credits from our support team.
There is no limit to the number of recipients you can send messages to in one campaign.
A standard text message can contain up to 160 characters. A Unicode message, such as Arabic or Chinese text, can contain up to 70 characters per SMS.
Enter mobile numbers in international format with the country code, without spaces, plus signs or leading zeros. For example, the Australian mobile number 0412 345 678 should be entered as 61412345678.
WhatsApp Onboarding
Before starting, make sure you are an admin of your company’s Facebook account and have a dedicated phone number that can receive an SMS or voice call. The number must not already be registered with the standard WhatsApp or WhatsApp Business app. Once registered for the WhatsApp API, it can no longer be used with those mobile apps.
Log in to your dashboard, go to WhatsApp > Getting Started, click Connect with Facebook, and follow the on-screen Facebook authentication steps.
After the Facebook connection is completed, the Getting Started section will be replaced by the permanent Business Details and Template Management sections.
Go to WhatsApp > Business Details and confirm that your WhatsApp Business Account name and WhatsApp Business Account ID are correct. Checking these details helps ensure that your channel is properly configured before use.
No. The 1555 number provided by Meta is intended for testing purposes only. For live production, register your own phone number, complete Meta Business Verification, and set up a WhatsApp Business Account under your own business.
Meta Business Verification helps increase your messaging limits, strengthen account trust and provide access to additional WhatsApp features. Without verification, new business portfolios may be limited to contacting 250 unique users outside the customer service window within a rolling 24-hour period.
To complete the verification, sign in at business.facebook.com, go to Business Settings > Security Centre, select Business Verification, provide your business information and supporting documents, then complete the confirmation by email or phone.
WhatsApp General
A charge applies only when WhatsApp confirms that the message has been delivered. If the message fails to reach the recipient, no charge will be applied.
WhatsApp Business API allows businesses to communicate with customers through a messaging channel they already use. It can support strong open, engagement and conversion rates while providing reliable delivery for notifications, customer service and other business communications.
WhatsApp is intended for personal one-to-one and group conversations. WhatsApp Business API is designed for structured communication between businesses and customers. Businesses can send approved notifications to customers who have opted in, while customers can also contact the business for enquiries and support.
WhatsApp Business API can support businesses across many industries and sizes. Common approved uses include customer service, account updates, verification messages and promotional communications where local regulations and customer opt-in requirements allow them.
The message will not be delivered. You may receive a “sent” delivery report (DLR), but you will not receive a “delivered” DLR because the recipient has blocked your WhatsApp number.
Chatbot
Log in to your dashboard and open the menu on the left. Under WhatsApp, select Chatbot, click Start Setup, and follow the five-step chatbot setup process displayed on the screen.
The Q&A Bot generates replies using the business documents uploaded to its knowledge base. This keeps the answers relevant to your business, focused on customer support and reduces the likelihood of unsupported or inaccurate information.
Open the Chatbot menu from your dashboard. The Chatbot dashboard displays all your active chatbots together with the WhatsApp number connected to each one.
Open the Chatbot dashboard, locate the chatbot you want to update, and click the Configure button next to it. You can then review and change its available settings.
The Shutdown All Chatbots button immediately stops every active chatbot, including ongoing AI conversations and automated replies across connected channels. Use it only during an emergency or when you need to stop all chatbot activity at once.
Conversation
Log in to your dashboard, open the menu on the left and select Conversation. This opens the main workspace where you can view and manage your WhatsApp chats.
On the Conversation page, open the Current Sender drop-down menu in the top-left corner and select the WhatsApp number you want to use. The workspace will then display the conversations associated with that sender.
Use the search bar below the Current Sender menu. You can search using the customer’s name, complete mobile number or WhatsApp username to locate the conversation quickly.
On the Conversation page, click the New Chat button next to the Current Sender menu. Enter the customer’s phone number in the pop-up window, then click Initiate Chat.
Enter the number in international format, starting with the country code and without a plus sign, spaces or a leading zero. For example, the Australian mobile number 0412 345 678 should be entered as 61412345678.
Report
The Credit Usage Report under Report may take approximately 30 minutes to 2 hours to appear. It is normal if you do not see the record immediately after sending your messages.
Campaign
A campaign sends one message to many people. You can send SMS, or WhatsApp after that channel is connected. If WhatsApp is missing from the list, finish WhatsApp Getting Started first.
Follow these steps:
- Go to Campaigns in the left menu and click "New Campaign".
- Pick SMS or WhatsApp.
- On Compose, choose your audience and write your message.
- Click "Next Step".
- Enter a campaign name, check the summary, then click Send.
You can add people in three ways:
- Contact groups from Audience: click Select, then pick a group under "My Audiences".
- "Import Contacts From File": upload a contact file.
- "Enter contacts manually": type numbers in the box.
The form shows an estimated recipient count so you can check the size before you send.
Yes. Use contact groups from Audience, or a file with extra columns. Then click Add personalization and insert a tag such as {{first_name}}.
When the campaign sends, each person gets their own values from the saved contact or from the matching file column.
Manual entry only has mobile numbers. There are no names or other fields to fill the tags. To personalize, use a contact group from Audience or upload a file that includes those columns.
On the last step, the Summary shows "Est. Total Amount" before you send.
If you use personalized content, the final SMS cost can change because some messages may be longer. WhatsApp is billed when a message is delivered.
Forms
Follow these steps:
- Go to the Forms page and start a new form.
- Step 1: Form details: enter the form name (and a description if you want).
- Step 2: Design: add and map the fields people should fill.
- Step 3: Contact groups: choose which group new submissions go into.
- Click Save & Publish.
In Step 2: Design, add the fields you need. Map each field to a contact column, mark it as required or optional, and add placeholder text to show people what to type.
Submissions are saved into the contact group(s) you choose in Step 3: Contact groups. If you change the group later, the new group applies to future submissions only. Existing contacts stay in the group they were added to.
Yes. In Step 3: Contact groups you can create a new group on the spot, then use it as the destination for new submissions.
Click Save & Publish. Anyone with the form link or QR code can open the form and fill it in.
API
You can create and manage contacts and contact groups from your own system, without logging in. Use it to add or update audience data from your website, app, or other tools.
For example:
- Clinic or salon: when someone books on your website, save them into a “Today’s appointments” group and SMS/WhatsApp them a reminder.
- Event or class: when people register, put them in a “Workshop 2026” group and message the venue or start time.
Go to Settings > API keys and create a key. Keep the secret private. Do not share it in emails, screenshots, or public code.
Open the developer documentation. Use it for request format, fields, and examples.
Get an API key, then follow the Audience / contacts section in the developer documentation. After a successful request, check the contact or group in Audience in the system.
These are common reasons a request fails. See the developer docs for status codes and full details.
- Missing or invalid API key
- Rate limit reached
- Invalid mobile number format
Start Free — No Commitments
Get Started with Mocean Today!
Take your business messaging to the next level in Indonesia. Sign up now and receive 5 FREE credits to test your first SMS Messaging Campaign on our easy-to-use portal. No monthly contracts, no setup costs—just top up credits whenever you need.
Let’s Chat – Always Here for You
Need assistance running your SMS Messaging Campaign in Indonesia? Reach out anytime at sales@moceansms.id. Our support team is available 24/7 to help you succeed.
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