> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tawked.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How Tawked works

> The objects behind every call: the account, its applications, the products on each, review, keys, webhooks, the prepaid balance, and the people who manage them.

One account holds everything. Inside it, each **application** is one brand: the name your customers read, the keys your servers use, the number your messages come from.

```mermaid theme={"dark"}
flowchart TD
  A[Account] --> W[Wallet: one prepaid balance]
  A --> M[Members]
  A --> P1[Application: your brand]
  A --> P2[Another application]
  P1 --> K[API keys]
  P1 --> H[Webhook]
  P1 --> V[Tawked Verify: settings and codes]
  P1 --> N[Tawked Notifications: the WhatsApp number and its templates]
  N --> C[Tawked Chat: the number's inbox]
```

## The account

The account is your business on Tawked. Its owner signs up with a Saudi mobile number and signs in with a code sent to it, and so does everyone they add. The account has one balance, shared by all its applications, and one set of **Members**.

## Applications

An application is a sender identity: an Arabic and an English name, a website, a logo and an industry. Everything a customer reads comes from the application as Tawked reviewed it, never from your request: the name in a code's SMS, the domain on its autofill line.

Each application has its own:

* **Products.** Tawked Verify, Tawked Notifications, or both. A product the application has not asked for keeps its place in the console's sidebar, marked **Turn on**.
* **API keys** and **webhook**, under **Application settings**. A key belongs to one application and sends only for it.
* **Verify settings**: code length, lifetime, attempts and the hourly caps, set in the console under **Verify → Settings**. The API cannot change them, so a leaked key cannot weaken them.
* **WhatsApp number**, connected under **Notifications → Overview**. Tawked Chat is that number's inbox.

An account holds up to 5 of its own applications. Use one per brand your customers see. A partner's client applications are separate and do not count; see [Partner API](/partners/overview).

## Review

Tawked reviews what reaches your customers: the application's names and its website. Screening checks the names against protected brands the moment you create the application, and a person decides.

| Status | Codes (Tawked Verify) | WhatsApp messages | Test key |
| - | - | - | - |
| In review | Refused: `403 account_not_active` | Sent | Works |
| Active | Sent | Sent | Works |
| Rejected | Refused | Refused | Works again once the application is back in review |
| Suspended | Refused | Refused | Refused |

Review holds codes only. An application in review connects its number and sends WhatsApp templates, because Meta reviews those itself.

* **Changing a name or the website** returns an active application to review, and codes wait until it is approved again.
* **The logo is never reviewed.** A new logo keeps a live application live. On a rejected application, a new logo is a request to look again, since the rejection may be about it.
* **Details**, under **Application settings**, shows where the review stands and the reason for a rejection.

## Keys

A key is a server-side secret. Its prefix says what it is:

| Prefix | What it does |
| - | - |
| `tk_live_` | Sends to your customers and is charged to your balance. |
| `tk_test_` | Sends codes to the account owner's verified phone only, stamped, with a lifetime cap. See [Testing and the sandbox](/sandbox). |
| `tk_partner_` | A platform's one key for the client applications it provisions. See [Partner API](/partners/overview). |

A key covers every product, or only what you grant it, product by product. See [Authentication](/authentication).

## The balance

The account is prepaid. You top up under **Wallet**, by card or bank transfer, and every top-up issues an invoice. A new account starts with a welcome credit.

* Amounts in the API are integers in **halalas**: 100 halalas are one riyal. `insufficient_credits` answers carry `balance_halalas` and `price_halalas`.
* A code or a WhatsApp message is charged as it is sent, and refunded once if the send fails.
* Prices are on [tawked.com/en/pricing](https://tawked.com/en/pricing). Meta bills its own WhatsApp charges to your WhatsApp Business Account.
* There is no billing API. Set a **Low-balance alert** under **Wallet → Balance** so a send never stops on an empty balance.

## Members and roles

The owner, or an admin who sees every application, adds people under **Members**. Each signs in with their own mobile number and has a console role:

| Role | What they do |
| - | - |
| Owner | Everything, including the account's settings and its deletion. |
| Admin | Everything in the applications they manage, including the WhatsApp number and the application's details. The wallet, the members and new applications only when they manage every application. |
| Developer | Keys, webhooks, Verify settings, templates, the message log and the Salla panel, without prices or the balance. |
| Viewer | The products' pages and logs, read only, without prices or the balance. |

A member manages **All applications**, including later ones, or **Chosen applications**. In each chosen application they manage the **Whole** of it, or one product. Keys and webhooks belong to the whole application, so managing them needs the **Whole** of it.

The people who answer customers in Tawked Chat are separate: each application's **Chat → Support team**, as a support agent or a supervisor. They decide who answers customers, not who manages keys. See [Tawked Chat](/chat).

## Partners

A partner is a platform that is two things at once: a client for its own applications, with all three products, and a reseller of Tawked Verify for its clients. It provisions a Verify-only client application per merchant over the [Partner API](/partners/overview) and pays for their codes from its own balance. Its merchants need no Tawked account.


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