WhatsApp messaging allows real-time communication with your customers, similar to Facebook Messenger you gain high feedback and visibility with the added low response time, and interactive messaging of SMS. To start using this Tool, head over to your Settings section.
Getting Started with WhatsApp Integration
Before diving into the integration process, ensure you have the following:
An active OS account with administrative access.
A valid & approved OS phone number.
Please use the phone number you purchased through OS when creating your WhatsApp profile.
Click Here To Set Up ☝️
SOP
SOP
1. Navigate to the left side bar under "Settings", then select Whatsapp.
2. Please read over the subscription details and make sure you are ready to subscribe.
3. Please enter in your card information accurately!
4. Once ready, select "Pay and Subscribe".
5. After the payment is made, please follow the steps provided in the article.
Overview
Overview
Register for WhatsApp Integration
Navigate to the WhatsApp integration tab inside the OS Settings. You will find a window for you to start your WhatsApp subscription, once you've filled it out you can get started with the setup.
Once you complete the subscription you'll be prompted to sign in with your Facebook account.
Connect your Facebook account as normal by logging in to your account and allowing the permissions.
You can select a business from your portfolio or manually enter your business information to connect it with your phone number, this information will not be visible to your contacts.
Create or select a WhatsApp business Profile, this will be what customers see when interacting with your account.
Creating a Profile
If you have not created a WhatsApp Business account you can do so here, the steps to follow will be.
Add the WhatsApp business account name, this will be the name you can select when connecting your Facebook profile.
Set a display name, this will be shown to the contacts and must match your business name.
Select a Category for your business, this information is used by Meta to promote your business.
After filling in the information click next, add the phone number you'll be using for your WhatsApp then select a verification method.
🔔 Please use the phone number that you have purchased through OS.
Once the phone is verified your WhatsApp profile will be connected.
Selecting an Existing Profile
If you have already created and connected a WhatsApp business profile to your Facebook profile you can connect it with the OS by selecting it, if you have 2FA enabled you will need to enter the confirmation code before continuing.
Finalizing the Connection
Once the profile has been created/selected click save to accept the permissions then click finish to set the connection.
After finishing the Facebook log-in you'll be prompted to add a phone number in the system, once selected you will no longer be able to access it from the Whatsapp mobile app.
Select the verification method for the number. If using an existing phone number, enable call forwarding to receive the verification code from Meta, or if selecting SMS the verification code will appear under the Conversations tab.
Once the phone number is verified it will be connected to the OS for you to start managing your WhatsApp conversations and business profile.
Opening Conversations
Conversations are opened when you send a template message or free-form message under the following conditions.
Marketing, Utility, and Authentication Conversations
Marketing, utility, and authentication conversations are opened when you send an approved marketing, utility, or authentication template message to a customer and no open conversation with that category exists between you and that customer.
For example, if an open authentication conversation exists between you and a customer and you send them another authentication template message within 24 hours, a new conversation is not opened. If you send them a marketing message, however, a new marketing conversation is opened, resulting in two open conversations.
Service Conversations
A service conversation is opened when a free-form message is delivered to your customer and no open conversation of any category exists between you and the customer.
A customer service window must exist between you and the customer in order to send a free-form message.
For example:
Hour 0: You send a targeted promotion (marketing template) to a customer. No open marketing conversation exists between you and the customer, so a marketing conversation lasting 24 hours is opened.
Hour 4: The customer messages you. This opens a customer service window between you and the customer, allowing you to send them free-form messages for the next 24 hours.
Hour 5: You send a free-form message to the customer. An open conversation already exists between you and the customer (a marketing conversation in this case), so a service conversation is not opened.
Hour 24: The marketing conversation expires.
Hour 25: The 24-hour customer service window is still open, so you send a second free-form message to the customer. No open conversation exists between you and the customer anymore, so a service conversation is opened, lasting 24 hours.
Hour 26: The 24-hour customer service window is still open, so you send a third free-form message to the customer. An open service conversation already exists between you and the customer, so a new service conversation is not opened.
Setting Up a WhatsApp Template
Step 1 : Go to Sub-Account -> Settings -> WhatsApp -> Template tab -> Click on Create Template
Step 2 : A new section will open where you will need to fill in the Template Name, Category, Language and Header the information
Details around the fields available
Template Name - The name of the template should be set using lowercase characters.
Category - Select between the Marketing and Utility Category.
Language - Select from the list of all the languages available.
Header (Optional) - You can add a static or a variable header. Only 1 custom variable is allowed in the header.
Step 3 : Fill in additional details Body and Footer
Details around the fields available
Body - The message that would be sent to the customer. You can add multiple custom variables while creating the template by clicking on Add Variable.
Footer (Optional) - You can add a static footer.
NOTE: Please fill sample value for all the custom variables added as Meta need examples to be sent while submitting the Template.
Step 4 : Verify the template message and hit on Create
Step 5 : Now we will send this template to Meta for approval and you can track the status in the Template Tab.
Statuses for Templates
Pending - Template successfully submitted and sent to Meta for approval.
Approved - Template is successfully verified and can be used for seeing
messages to the customers.
Rejected - The template was rejected by Meta and needs to be resubmitted. Read FAQ for re submission.
Setting up a workflow automation using WhatsApp
Step 1: Go to Automations > Workflows > Create Workflow > Start from Scratch
Step 2: Select Add new Trigger and search Customer Replied
Step 3: Add filters > Reply Channel > WhatsApp
Step 4: Click on the plus button to add an action > Select WhatsApp
Step 5: SELECT WHATSAPP TEMPLATE: Select the WhatsApp template you wish to use for this message. Note: If you have not created a template, please follow the directions provided earlier in this article!
Step 6: Select Save Action > Publish > Save to make the work flow live
FAQs
FAQs
Q. Failed to send a message because this user's phone number is part of an experiment
Starting June 14, 2023, roughly 1% of WhatsApp users will not receive marketing template messages from any business unless one of the following conditions is met:
a customer service window exists between the customer and the business
an open marketing conversation exists between the customer and the business
an open free-entry point conversation exists between the customer and the business
If you send a marketing template message to a customer who is part of the experiment group, your message will not be sent and you will not be billed for it since no conversation was created
Q. What steps do I need to take to use my existing WhatsApp number?
To use your existing number, you need to delete the existing WhatsApp account associated with that number. Follow these steps:
Open WhatsApp.
Go to Settings > Account > Delete my account. For more information, refer to the guide on how to Migrate an Existing WhatsApp Number to a Business Account.
Q. Can I use my number on both the WhatsApp Business Platform and WhatsApp Business App simultaneously?
No, once you migrate a phone number to the WhatsApp Business Platform, you cannot use that number on the WhatsApp Business App concurrently. Your number must be used either on the WhatsApp Business Platform or the WhatsApp Business App, not both.
Q. Will I lose my data after migrating my WhatsApp number to the WhatsApp Business Platform?
Yes, you will lose all data associated with WhatsApp after migration. Meta does not allow data transfers between the platforms. It is highly recommended to take a backup of your data before proceeding with the migration.
Q. How do I backup my data before migrating my WhatsApp number?
To backup your data:
Open WhatsApp.
Go to Settings > Chats > Chat backup.
Follow the prompts to back up your data to your preferred location (e.g., Google Drive or iCloud).
Q. What is Meta’s new update for the WhatsApp Business Platform (API)?
Meta has introduced Frequency Capping to limit the number of marketing messages sent to WhatsApp users with Indian phone numbers. This restricts the number of marketing messages a person can receive from any business in a given period. Meta introduced frequency capping to reduce spamming and over-sending messages to WhatsApp users, improving the overall user experience and providing businesses a better opportunity to engage with customers effectively.
Q. How does this impact your deliverability?
Frequency capping works on a first-come, first-served basis. Marketing messages will be delivered until the limit is reached. Any messages beyond this limit will not be delivered.
Q. What kind of messages are exempt from Frequency Capping?
Frequency capping only applies to promotional and marketing template messages that require opening a new conversation. It does not apply to:
• Session Messages: Support messages within existing customer service interactions.
• Click to WhatsApp Ads: Conversations initiated by users clicking on WhatsApp ads.
Q. Does Frequency Capping affect all users?
No, Frequency Capping only applies to marketing messages sent to users in India (+91 country code).
What determines the capping for a WhatsApp Business Account with multiple phone numbers?
The restriction is based on the total number of messages received by individual users from any business. It is not determined by the number of messages received from one specific business.
Q. What are the benefits of verifying my Facebook Business Manager account?
Once Meta verifies your Facebook Business Manager account, you can initiate unlimited business conversations on WhatsApp.
Q. What can I do if my Facebook Business Manager account is not yet verified?
While your verification is pending, you can:
Initiate up to 250 business conversations in a 24-hour rolling window.
Respond to customer-initiated conversations without any restrictions.
Have two WhatsApp business numbers in an unverified Facebook Business Manager account.
Q. What happens if my business verification is unsuccessful?
If your business verification is unsuccessful, you can continue using your WhatsApp business number with the restrictions mentioned (i.e., 250 business conversations in a 24-hour period and responding to customer-initiated conversations without restrictions).
Q. How do I request verification for my Facebook Business Manager account?
To request verification, you need to provide proof of your legal entity and access to the business. Detailed instructions can be found in the guide on Verifying your Business in WhatsApp Business Manager.
Q. What are the recommended best practices to improve deliverability?
Opt-In Engagement: Send messages only to customers who have explicitly opted-in.
Segment Your Contact List: Group your audience based on common characteristics to send targeted messages.
Personalize Recommendations: Use customer behavior and purchase patterns to send personalized product recommendations.
Emphasize Quality Over Quantity: Ensure your messages add value and resonate with your customers’ needs.
Engage via Two-Way Conversations: Create meaningful interactions to keep customers engaged and interested in your brand.
Q. WhatsApp is free to use for personal messaging. So, what do "WhatsApp conversation charges" refer to?
While the WhatsApp app and WhatsApp Business app are free, businesses using the WhatsApp Business API to communicate with customers at scale are subject to conversation charges.
These charges apply when a business sends notifications to customers via the WhatsApp Business platform, especially if the customer has not responded within the last 24 hours. The cost depends on the customer's country code.