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

# WhatsApp Channel

> Engage customers through the world's most popular messaging app

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

<Info>
  Template messages can be sent anytime but must be pre-approved by WhatsApp. Session messages have no restrictions but require recent customer interaction.
</Info>

## 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

<Steps>
  <Step title="Connect Facebook Business">
    Link your Facebook Business Manager account
  </Step>

  <Step title="Create WhatsApp Business Account">
    Or connect existing account
  </Step>

  <Step title="Verify Phone Number">
    Register a phone number for WhatsApp
  </Step>

  <Step title="Set Up Profile">
    Configure business profile (name, description, logo)
  </Step>

  <Step title="Submit for Review">
    WhatsApp reviews your business
  </Step>
</Steps>

<Warning>
  Business verification can take several days. Plan ahead when setting up WhatsApp.
</Warning>

## Template Messages

Template messages must be approved before use.

### Creating Templates

<Steps>
  <Step title="Design Template">
    Create your message with placeholders
  </Step>

  <Step title="Select Category">
    Choose: Marketing, Utility, or Authentication
  </Step>

  <Step title="Submit for Approval">
    WhatsApp reviews the template (24-72 hours)
  </Step>

  <Step title="Use in Campaigns">
    Once approved, use in RevBridge campaigns
  </Step>
</Steps>

### 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   |

<Tip>
  Templates with higher engagement rates get better delivery. Focus on quality over quantity.
</Tip>

## 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

<Warning>
  Consistently low quality ratings can result in account suspension.
</Warning>

## 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:

1. Promotional content in utility category
2. Missing opt-out option
3. Incorrect variable formatting
4. Policy violation

### Low Delivery Rate

1. Check phone number quality rating
2. Review message quality score
3. Verify recipient phone numbers
4. Confirm WhatsApp registration

### Messages Not Sending

1. Verify WhatsApp Business connection
2. Check template approval status
3. Confirm API configuration
4. Review rate limits