Can you collect debt on WhatsApp? Check Meta's policy first

In its section on prohibited organizations and uses, WhatsApp Business Messaging Policy includes debt collection in the list of services businesses may not facilitate, regardless of local licenses or registrations. The text does not explain every edge case, such as a business collecting its own debt versus a provider collecting for third parties. Do not assume the channel is permitted just because there is consent, an approved template, or legal authorization. Review the current policy and confirm the specific case with the platform and legal counsel before designing the workflow.

Colombia's Law 2300 regulates authorized collection channels and contact conditions, and extends its framework to commercial advertising messages. For collections, it sets contact windows, excludes Sundays and public holidays, limits frequency after direct contact, and prohibits contacting personal or other references; guarantors, co-debtors, and joint debtors may be contacted under the same conditions in the law. The different-hours exception requires the consumer's express request in an instrument separate from and subsequent to the contract. Compliance with the law is necessary, but it does not authorize a use prohibited by the platform.

Before choosing a channel, check both its regulatory availability and its current usage policies. In a pilot, measure observed recovery by delinquency band, kept promises, time to payment, complaints, and cost per account worked. Keep results separate by channel and do not claim causality without an appropriate comparison design.