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WhatsApp Integration

SendSquared's WhatsApp Business integration enables seamless two-way messaging with customers, supporting toll-free numbers, multiple number management, automated templates, and comprehensive conversation tracking. This guide covers setup, configuration, advanced features, troubleshooting, and best practices for maximizing your WhatsApp Business communication.

Overview​

WhatsApp Integration provides:

  • Two-way messaging with customers
  • Pre-approved message templates
  • Automated messaging workflows
  • Media sharing capabilities
  • Conversation tracking and analytics
  • Compliance with WhatsApp Business policies

Getting Started​

Prerequisites​

  • WhatsApp Business Account
  • Facebook Business Manager access
  • Verified business phone number (local or toll-free)
  • Business verification completed
  • API access approved
  • PIN for number security (new requirement)

Initial Setup​

  1. Navigate to Settings > Integrations > WhatsApp
  2. Click Connect WhatsApp Business
  3. Follow the authorization flow:
    • Log in to Facebook Business Manager
    • Select your WhatsApp Business Account
    • Grant necessary permissions
    • Verify phone number (local or toll-free)
    • Set PIN for security (required - e.g., 123456)
    • Complete configuration
PIN Security Requirement

WhatsApp now requires setting a PIN to enable phone numbers. This is a new security feature that must be completed during setup. You can change or disable the PIN later from the WhatsApp manager.

Account Configuration​

  • Display Name: Your business name on WhatsApp
  • Business Description: About your business
  • Industry: Select your category
  • Business Hours: Availability schedule
  • Away Message: Auto-reply when offline

WhatsApp Templates​

Understanding Templates​

WhatsApp requires pre-approved templates for business-initiated conversations:

  • Marketing messages
  • Transactional updates
  • Appointment reminders
  • Customer support follow-ups

Creating Templates​

Accessing Template Manager​

  1. Go to WhatsApp > Templates
  2. Click Create New Template
  3. Choose template category:
    • Marketing: Promotional content
    • Transactional: Order/appointment updates
    • OTP: One-time passwords

Template Components​

Header (Optional):

  • Text: Up to 60 characters
  • Image: JPEG/PNG
  • Video: MP4
  • Document: PDF

Body (Required):

  • Main message content
  • Up to 1024 characters
  • Support for variables: {{1}}, {{2}}
  • Formatting: bold, italic

Footer (Optional):

  • Additional information
  • Up to 60 characters

Buttons (Optional):

  • Quick Reply: Pre-defined responses
  • Call to Action: URL or phone number
  • Up to 3 buttons per template

Template Best Practices​

  • Clear, concise messaging
  • Proper variable placeholders
  • Compliance with policies
  • No promotional content in transactional templates
  • Test before submission

Template Approval Process​

  1. Submit template for review
  2. Facebook reviews (24-48 hours)
  3. Status updates:
    • Pending: Under review
    • Approved: Ready to use
    • Rejected: Needs modification
  4. Edit and resubmit if rejected

Managing Templates​

Template List View​

  • Template name and category
  • Approval status
  • Language versions
  • Usage statistics
  • Last modified date

Template Actions​

  • Edit: Modify draft templates
  • Clone: Create variations
  • Delete: Remove unused templates
  • Translate: Add language versions
  • Preview: See customer view

Sending WhatsApp Messages​

Individual Messages​

From Contact Profile​

  1. Open contact record
  2. Click Send WhatsApp
  3. Choose:
    • Template message
    • Direct message (if 24-hour window open)
  4. Personalize variables
  5. Send or schedule

Message Composer​

  • Template selection
  • Variable personalization
  • Media attachments
  • Preview before sending
  • Delivery scheduling

Bulk WhatsApp Campaigns​

Creating Campaigns​

  1. Go to Campaigns > Create New
  2. Select WhatsApp as channel
  3. Choose audience segment
  4. Select approved template
  5. Personalize variables
  6. Schedule delivery

Campaign Features​

  • Audience segmentation
  • A/B testing templates
  • Scheduled delivery
  • Time zone optimization
  • Delivery reports

WhatsApp Automation​

Trigger Types​

  • Form Submission: Auto-response
  • Lead Status Change: Updates
  • Appointment Booking: Confirmations
  • Purchase Events: Order updates
  • Custom Triggers: Business-specific

Automation Builder​

  1. Create new automation
  2. Set trigger conditions
  3. Add WhatsApp action
  4. Select template
  5. Map variables
  6. Test and activate

WhatsApp Conversations​

24-Hour Messaging Window​

  • Customer initiates: 24-hour window opens
  • Business can send any message type
  • Window extends with each customer response
  • After 24 hours: Only templates allowed

Conversation Management​

Conversation View​

  • Message thread display
  • Customer information sidebar
  • Quick actions toolbar
  • Template shortcuts
  • Media preview

Conversation Features​

  • Rich Media: Images, videos, documents
  • Location Sharing: Maps integration
  • Contact Cards: Share contact info
  • Voice Messages: Audio recordings
  • Read Receipts: Delivery confirmation

Team Collaboration​

  • Assign conversations to agents
  • Internal notes on threads
  • Conversation tags
  • Transfer between teams
  • Supervisor monitoring

WhatsApp Business Features​

Business Profile​

  • Company information display
  • Catalog integration
  • Business hours
  • Location details
  • Website links

Quick Replies​

Set up instant responses for:

  • Greetings
  • Away messages
  • FAQs
  • Common inquiries
  • Business hours

Labels​

Organize conversations with:

  • Custom label creation
  • Color coding
  • Filter by labels
  • Bulk labeling
  • Label analytics

Media Handling​

Supported Media Types​

  • Images: JPEG, PNG (5MB max)
  • Videos: MP4, 3GPP (16MB max)
  • Documents: PDF, DOC, XLS (100MB max)
  • Audio: MP3, OGG, AMR (16MB max)

Media Management​

  • Automatic compression
  • CDN delivery
  • Preview generation
  • Virus scanning
  • Storage optimization

Compliance and Policies​

WhatsApp Business Policy​

  • No spam or bulk messaging
  • Respect opt-out requests
  • Accurate business information
  • Appropriate content only
  • Template compliance

Opt-in Requirements​

  • Explicit consent needed
  • Clear opt-in process
  • Easy opt-out mechanism
  • Consent documentation
  • Regular list cleaning

Message Categories​

  • Utility: Transaction updates
  • Authentication: Security codes
  • Marketing: Promotional (requires explicit opt-in)

Analytics and Reporting​

Message Analytics​

  • Sent, delivered, read rates
  • Template performance
  • Response rates
  • Media engagement
  • Click-through rates

Conversation Metrics​

  • Active conversations
  • Response times
  • Resolution rates
  • Customer satisfaction
  • Agent performance

Campaign Performance​

  • Reach and engagement
  • Conversion tracking
  • ROI analysis
  • A/B test results
  • Audience insights

Integration Features​

CRM Integration​

  • Automatic contact syncing
  • Conversation history in CRM
  • Activity timeline updates
  • Custom field mapping
  • Workflow triggers

Marketing Automation​

  • Journey builder integration
  • Lead scoring updates
  • Behavior tracking
  • Campaign attribution
  • Cross-channel orchestration

Support System​

  • Ticket creation from WhatsApp
  • Conversation context
  • Agent handoff
  • Knowledge base integration
  • SLA tracking

Troubleshooting Playbook​

Message Delivery Failures​

Diagnostic Steps​

  1. Verify Number Configuration

    Check:
    - Number is verified in WhatsApp Business
    - PIN is set correctly
    - Number shows as "Connected" in SendSquared
    - Using correct number for conversation

  2. Template Validation

    • Confirm template is approved
    • Check variable mapping
    • Verify language settings
    • Review category compliance

  3. Recipient Status

    • Confirm opt-in documented
    • Check phone number format (+country code)
    • Verify WhatsApp account active
    • Test with known good number

  4. Account Health

    • Review quality rating
    • Check messaging limits
    • Verify no policy violations
    • Confirm billing active

Multiple Number Issues​

Wrong Number Selection​

Problem: Messages staying in pending when using multiple numbers

Solution:

  1. Check which number customer messaged
  2. Select exact same number for reply
  3. Wait for UI to update (may take a moment)
  4. Resend if message remains pending
  5. Train team on number matching requirement

Toll-Free Number Not Working​

Problem: Toll-free number verification failing

Solution:

  1. Contact WhatsApp support to verify eligibility
  2. Some toll-free numbers need manual approval
  3. Try alternative verification method (call vs. SMS)
  4. Ensure PIN is set during registration
  5. Allow 24-48 hours for activation

Lost or Forgotten PIN​

Problem: Cannot access number settings due to forgotten PIN

Solution:

  1. Access WhatsApp Business Manager
  2. Navigate to Phone Numbers section
  3. Select "Reset PIN" option
  4. Follow verification process
  5. Set new memorable PIN
  6. Document PIN securely

PIN Not Accepting​

Problem: PIN rejection during setup

Solution:

  1. Ensure PIN is 6 digits
  2. Avoid sequential numbers (123456 works for testing)
  3. Try different browser/clear cache
  4. Wait 5 minutes between attempts
  5. Contact support if persistent

Template Rejections​

Common Rejection Reasons​

  1. Policy Violations

    • Remove promotional content from utility templates
    • Ensure accurate business information
    • Avoid misleading claims
    • Include clear opt-out instructions

  2. Format Issues

    • Correct variable syntax: {{1}}, {{2}}
    • Proper character limits (header: 60, body: 1024)
    • Valid media formats and sizes
    • Button text within limits

  3. Content Problems

    • Too generic or vague
    • Missing required information
    • Inappropriate for category
    • Grammar or spelling errors

Resubmission Process​

  1. Review rejection feedback carefully
  2. Make specific required changes
  3. Test with preview tool
  4. Add clarification notes if needed
  5. Resubmit with modifications
  6. Track approval status

Connection Problems​

Integration Disconnected​

Symptoms:

  • "Disconnected" status in dashboard
  • Messages not sending/receiving
  • Webhook errors in logs

Resolution Steps:

  1. Check Facebook Business Manager access
  2. Verify WhatsApp Business account active
  3. Re-authenticate through integration settings
  4. Update webhook URLs if changed
  5. Verify API permissions granted
  6. Test with simple message

Webhook Failures​

Debugging Process:

1. Check webhook URL is accessible
2. Verify SSL certificate valid
3. Confirm webhook token matches
4. Review server logs for errors
5. Test with webhook testing tool
6. Monitor response times (<20 seconds)

Best Practices​

Message Timing​

  • Respect time zones
  • Business hours delivery
  • Avoid late night messages
  • Consider cultural factors

Content Strategy​

  • Value-driven messaging
  • Personalization
  • Clear call-to-action
  • Mobile-optimized content

List Management​

  • Regular consent verification
  • Engagement monitoring
  • Inactive user cleaning
  • Preference management

Phone Number Management​

Toll-Free Number Support​

New Feature

WhatsApp now supports toll-free numbers, though this feature is being rolled out gradually. While the official documentation may still indicate toll-free numbers aren't supported, many toll-free numbers are now working. Contact support to verify if your toll-free number is eligible.

Setting Up Toll-Free Numbers​

  1. Add your toll-free number to WhatsApp Business
  2. Verification process may require calling to confirm eligibility
  3. Set PIN during registration (new requirement)
  4. Test messaging functionality
  5. Monitor for any restrictions

Toll-Free Benefits​

  • National reach without area code bias
  • Professional appearance
  • Easy to remember
  • No long-distance charges for customers
  • Consistent branding

Multiple Number Management​

Important for Multiple Numbers

When using multiple WhatsApp numbers, you must reply to customers using the same number they messaged you on. Messages will stay pending if you use a different number for the response.

Adding Multiple Numbers​

  1. Primary Number Setup

    • Complete initial WhatsApp integration
    • Verify and activate primary number
    • Set PIN for security

  2. Additional Numbers

    • Add secondary numbers (local or toll-free)
    • Each requires separate verification
    • Individual PIN for each number
    • Register conversation with each number

Managing Conversations Across Numbers​

Critical Rules:

  • Same Number Response: Always reply on the number the customer contacted
  • Conversation Registration: Each number maintains separate conversation threads
  • Active Conversation: UI shows available numbers but only the active conversation number will work
  • Pending Messages: Using wrong number causes messages to stay pending

Best Practices:

  • Designate specific numbers for different purposes:
    • Toll-free for general inquiries
    • Local for regional customers
    • Dedicated for support vs. sales
  • Train team on number-specific responses
  • Use one primary number until UI improvements are released
  • Monitor which number customers prefer

UI Limitations (Temporary)​

  • Current interface allows selecting any connected number
  • Only the conversation-matched number will successfully send
  • UI improvements coming to prevent wrong number selection
  • Check message status to ensure delivery

Advanced Features​

WhatsApp Flows​

  • Interactive message flows
  • Form collection in chat
  • Appointment booking
  • Survey deployment
  • Lead qualification

Catalog Integration​

  • Product showcase
  • In-chat shopping
  • Inventory sync
  • Order processing
  • Payment integration

Multi-agent Support​

  • Team inbox
  • Skill-based routing
  • Workload distribution
  • Performance tracking
  • Quality monitoring

API and Webhooks​

Webhook Events​

  • Message received
  • Message delivered
  • Message read
  • Status updates
  • Error notifications

API Capabilities​

  • Send messages
  • Manage templates
  • Upload media
  • Download messages
  • Update business profile

Rate Limits​

  • Business-initiated: Based on tier
  • Customer-initiated: Unlimited
  • Media uploads: Per-file limits
  • API calls: Hourly limits

Frequently Asked Questions​

General Setup Questions​

Q: Can I use toll-free numbers with WhatsApp Business? A: Yes! WhatsApp is gradually rolling out toll-free number support. While official documentation may still show restrictions, many toll-free numbers now work. Contact support to verify your specific number.

Q: How many phone numbers can I connect? A: You can connect multiple numbers (local and toll-free). Each requires separate verification and PIN setup. Note current UI limitations for managing multiple numbers.

Q: What is the PIN requirement? A: WhatsApp now requires setting a 6-digit PIN when registering numbers. This is a new security feature. You can change or disable it later through WhatsApp Business Manager.

Q: How long does number verification take? A: Usually instant for SMS verification. Call verification may take 5-10 minutes. Toll-free numbers might need 24-48 hours for full activation.

Messaging Questions​

Q: Why are my messages staying in pending status? A: If using multiple numbers, ensure you're replying with the same number the customer messaged. Messages remain pending if you use a different number.

Q: Can I send messages to any phone number? A: No, recipients must have WhatsApp installed and you need documented opt-in consent before sending business-initiated messages.

Q: What happens after the 24-hour window closes? A: You can only send pre-approved template messages. Customer must message you again to reopen the conversation window.

Q: How do I handle customers messaging different numbers? A: Each number maintains separate conversations. Always respond using the number they contacted. Consider directing customers to use one primary number.

Template Questions​

Q: Why was my template rejected? A: Common reasons include promotional content in utility templates, policy violations, format issues, or being too generic. Review rejection feedback and modify accordingly.

Q: How long does template approval take? A: Typically 24-48 hours, but can be faster. Rejections usually come within a few hours with specific feedback.

Q: Can I edit approved templates? A: No, approved templates cannot be edited. You must create a new template with changes and submit for approval.

Q: How many templates can I have? A: No strict limit, but WhatsApp reviews quality. Having many similar templates may result in rejections.

Technical Questions​

Q: What's the difference between local and toll-free numbers? A: Toll-free numbers provide national reach without area code bias and no long-distance charges for customers. Local numbers may have better deliverability in some regions.

Q: Can I transfer my existing WhatsApp Business number? A: Yes, but the number must be disconnected from other WhatsApp Business solutions first. Allow 24 hours for the transfer.

Q: How do I manage team access? A: Use Facebook Business Manager to control team permissions. SendSquared inherits these permissions for WhatsApp access.

Q: Is there an API rate limit I should worry about? A: Yes, limits depend on your WhatsApp Business tier. Start with 1,000 business-initiated conversations/day, increasing based on quality rating.

Multiple Number Management​

Q: Can customers message any of my numbers? A: Yes, but each number maintains separate conversation threads. You must track which number they used.

Q: Will the UI be updated for better multiple number support? A: Yes, UI improvements are planned to prevent wrong number selection and make conversation management clearer.

Q: Should I use different numbers for different purposes? A: Yes, consider dedicating numbers for specific uses (support, sales, different regions) but ensure team knows the routing rules.

Q: What happens if I accidentally use the wrong number? A: The message will stay pending and won't be delivered. You'll need to resend using the correct conversation number.

Best Practices​

Number Strategy​

Single vs. Multiple Numbers​

Single Number Approach:

  • Simpler management
  • No confusion for team
  • Consistent customer experience
  • Recommended during initial setup

Multiple Number Strategy:

  • Toll-free for national presence
  • Local for regional connection
  • Separate for departments
  • Requires strict protocols

Message Timing​

  • Respect time zones
  • Business hours delivery
  • Avoid late night messages
  • Consider cultural factors
  • Schedule appropriately

Content Strategy​

  • Value-driven messaging
  • Personalization with variables
  • Clear call-to-action
  • Mobile-optimized content
  • Test before sending

Compliance Management​

Opt-in Best Practices​

  1. Clear Consent Process

    • Explicit opt-in language
    • What they're signing up for
    • Message frequency expectations
    • Easy opt-out method

  2. Documentation

    • Store consent records
    • Include timestamp
    • Method of consent
    • IP address if online

  3. Regular Audits

    • Review opt-out requests
    • Clean inactive users
    • Verify consent validity
    • Update preferences

Team Training​

Essential Training Topics​

  1. Number Management

    • Which number to use when
    • Conversation matching rules
    • PIN security protocols
    • Troubleshooting pending messages

  2. Template Usage

    • When templates required
    • Variable personalization
    • Category selection
    • Compliance requirements

  3. Customer Service

    • Response time expectations
    • Escalation procedures
    • Media handling
    • Privacy considerations

Security & Compliance​

PIN Management​

  • Store PINs securely (password manager)
  • Different PINs for each number
  • Regular PIN updates
  • Document in secure location
  • Limited access distribution

Data Protection​

  • End-to-end encryption for messages
  • GDPR compliance required
  • Data retention policies
  • Right to deletion requests
  • Regular security audits

Quality Rating Protection​

  • Monitor quality metrics
  • Address complaints quickly
  • Maintain low block rates
  • Respect messaging windows
  • Regular list hygiene

Getting Support​

If you encounter issues not covered in this guide:

  1. Check System Status: status.sendsquared.com
  2. Contact Support: support@sendsquared.com
  3. Live Chat: Available in-app during business hours
  4. Documentation Updates: docs.sendsquared.com
  5. Community Forum: community.sendsquared.com
  6. WhatsApp Business Help: facebook.com/business/help