WhatsApp enables rich, conversational engagement with customers. With over 2 billion users worldwide, it’s essential for markets where WhatsApp is the primary communication channel.
WhatsApp Capabilities
| Feature | Supported |
|---|
| Template messages | ✅ |
| Session messages | ✅ |
| Formatted text | ✅ |
| Images | ✅ |
| Buttons | ✅ |
| Quick replies | ✅ |
| Two-way conversations | ✅ |
Understanding WhatsApp Business
WhatsApp Business API has specific rules for business messaging:
Message Types
| Type | Description | When to Use |
|---|
| Template Messages | Pre-approved messages | Outbound marketing, notifications |
| Session Messages | Free-form replies | Customer-initiated conversations |
The 24-Hour Window
When a customer messages you:
- You can reply with any content for 24 hours
- After 24 hours, only template messages are allowed
- Each customer message resets the window
Template messages can be sent anytime but must be pre-approved by WhatsApp. Session messages have no restrictions but require recent customer interaction.
Setting Up WhatsApp
Navigate to Settings → Channels and click Configure next to WhatsApp.
Prerequisites
Before connecting:
- WhatsApp Business Account
- Facebook Business Manager account
- Verified business information
- Phone number not registered on WhatsApp
Connection Steps
Connect Facebook Business
Link your Facebook Business Manager account
Create WhatsApp Business Account
Or connect existing account
Verify Phone Number
Register a phone number for WhatsApp
Set Up Profile
Configure business profile (name, description, logo)
Submit for Review
WhatsApp reviews your business
Business verification can take several days. Plan ahead when setting up WhatsApp.
Template Messages
Template messages must be approved before use.
Creating Templates
Design Template
Create your message with placeholders
Select Category
Choose: Marketing, Utility, or Authentication
Submit for Approval
WhatsApp reviews the template (24-72 hours)
Use in Campaigns
Once approved, use in RevBridge campaigns
Template Categories
| Category | Use Case | Examples |
|---|
| Marketing | Promotions, offers | Sales, new products, re-engagement |
| Utility | Transactional updates | Order confirmations, shipping |
| Authentication | Security codes | OTP, verification |
Template Components
| Component | Description |
|---|
| Header | Optional text, image, video, or document |
| Body | Main message content with variables |
| Footer | Optional small text |
| Buttons | Quick reply or call-to-action buttons |
Template Example
Header: [Image of product]
Body:
Hi {{1}},
Great news! Your favorite item is back in stock.
*{{2}}* is available now with free shipping.
Don't miss out - quantities are limited!
Footer: Reply STOP to opt out
Buttons:
[Shop Now] → https://store.com/product
[View Details] → https://store.com/details
Template Best Practices
| Do | Don’t |
|---|
| Keep messages concise | Use excessive formatting |
| Provide clear value | Send generic promotions |
| Include clear CTA | Be vague about action |
| Use personalization | Send impersonal blasts |
Templates with higher engagement rates get better delivery. Focus on quality over quantity.
| Format | Syntax | Result |
|---|
| Bold | *text* | text |
| Italic | _text_ | text |
| Strikethrough | ~text~ | text |
| Monospace | `text` | text |
Emojis
Emojis are supported and can increase engagement. Use them to:
- Add visual interest
- Convey emotion
- Highlight key points
- Match your brand voice
| Type | Description |
|---|
| URL | Opens a link |
| Phone | Initiates a call |
- Maximum 3 quick reply buttons
- Text only (no URLs)
- Useful for surveys, feedback, navigation
Compliance and Policies
WhatsApp Business Policy
- Only message customers who opt-in
- Provide clear opt-out mechanism
- No spam or unsolicited messages
- Accurate business representation
- No prohibited content
Opt-In Requirements
Collect explicit consent:
- Clearly identify your business
- Explain what messages they’ll receive
- Provide opt-out instructions
- Document consent
Message Quality
WhatsApp monitors message quality:
| Quality Rating | Impact |
|---|
| High | Normal sending limits |
| Medium | Warning, may affect limits |
| Low | Restricted sending |
- Block rate
- Report rate
- Template rejection rate
Consistently low quality ratings can result in account suspension.
Analytics
Track WhatsApp performance:
| Metric | Description |
|---|
| Sent | Messages dispatched |
| Delivered | Reached recipient |
| Read | Recipient opened message |
| Replied | Customer responded |
| Clicked | Button/link clicks |
WhatsApp-Specific Metrics
| Metric | Description |
|---|
| Quality Rating | Template quality score |
| Phone Number Quality | Business number reputation |
| Template Status | Approval status |
Use Cases
Order Confirmation
Hi {{name}} 👋
Your order #{{order_id}} is confirmed!
📦 *Items:*
{{items}}
💰 *Total:* {{total}}
We'll notify you when it ships.
[Track Order]
Shipping Update
Great news, {{name}}! 🎉
Your package is on its way!
📍 *Tracking:* {{tracking_number}}
🚚 *Carrier:* {{carrier}}
📅 *Estimated delivery:* {{date}}
[Track Package]
Abandoned Cart Recovery
Hey {{name}},
Looks like you left something behind! 🛒
Your cart still has:
{{cart_items}}
Complete your purchase now and get free shipping!
[Complete Order] [Continue Shopping]
Troubleshooting
Template Rejected
Common rejection reasons:
- Promotional content in utility category
- Missing opt-out option
- Incorrect variable formatting
- Policy violation
Low Delivery Rate
- Check phone number quality rating
- Review message quality score
- Verify recipient phone numbers
- Confirm WhatsApp registration
Messages Not Sending
- Verify WhatsApp Business connection
- Check template approval status
- Confirm API configuration
- Review rate limits
