WhatsApp Channel - RevBridge AI

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

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.

Formatting Messages

WhatsApp supports rich text formatting:

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

Buttons and Quick Replies

Call-to-Action Buttons

Type	Description
URL	Opens a link
Phone	Initiates a call

Maximum 2 CTA buttons per template.

Quick Reply Buttons

Pre-defined response options customers can tap:

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

Factors affecting quality:

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

​WhatsApp Capabilities

​Understanding WhatsApp Business

​Message Types

​The 24-Hour Window

​Setting Up WhatsApp

​Prerequisites

​Connection Steps

​Template Messages

​Creating Templates

​Template Categories

​Template Components

​Template Example

​Template Best Practices

​Formatting Messages

​Emojis

​Buttons and Quick Replies

​Call-to-Action Buttons

​Quick Reply Buttons

​Compliance and Policies

​WhatsApp Business Policy

​Opt-In Requirements

​Message Quality

​Analytics

​WhatsApp-Specific Metrics

​Use Cases

​Order Confirmation

​Shipping Update

​Abandoned Cart Recovery

​Troubleshooting

​Template Rejected

​Low Delivery Rate

​Messages Not Sending

WhatsApp Capabilities

Understanding WhatsApp Business

Message Types

The 24-Hour Window

Setting Up WhatsApp

Prerequisites

Connection Steps

Template Messages

Creating Templates

Template Categories

Template Components

Template Example

Template Best Practices

Formatting Messages

Emojis

Buttons and Quick Replies

Call-to-Action Buttons

Quick Reply Buttons

Compliance and Policies

WhatsApp Business Policy

Opt-In Requirements

Message Quality

Analytics

WhatsApp-Specific Metrics

Use Cases

Order Confirmation

Shipping Update

Abandoned Cart Recovery

Troubleshooting

Template Rejected

Low Delivery Rate

Messages Not Sending