WhatsApp

WhatsApp

Connect a WhatsApp API account to chat over WhatsApp.

Integrate 
WhatsApp

WhatsApp is a cross-platform messaging and Voice over IP service owned by Facebook. As of February 2019, WhatsApp has at least 2 billion active users per month.

WhatsApp does not allow companies to connect directly to their API or create business accounts on their own. To create a WhatsApp Business API account you'll need to apply through a WhatsApp Partner.

Once a WhatsApp Partner has approved and provisioned your WhatsApp Business API account with a phone number you may connect it to the resala.io platform and manage WhatsApp messages just like any other channel.

Messaging Window

WhatsApp API has a messaging window or 24 hours which you are allowed to reply to customers with any content. After 24 hours, you will need to send a Template Message in order to send a reply to the customer.

The 24 hours messaging window is applicable to the following providers :

  • 360 Dialog
  • Twilio
  • MessageBird
  • Vonage

Sending a WhatsApp Message Templates

If you need to reach your WhatsApp contacts after 24 hours, you can send them a WhatsApp Message Template. Before sending them a WhatsApp Message Template, you will need the following:

  • Message Templates approved by WhatsApp at the respective platform
  • Approved Message Templates defined in resala.io platform.

When a WhatsApp Contact's messaging window has expired, the messaging bar will be replaced with a SEND MESSAGE TEMPLATE button.

You can also send WhatsApp Message Templates while the messaging window is still open. Choose WhatsApp as the channel and click the Message Template icon in the message composer to select a template.

  • Step 1: Click Send Message Template or the Template Message icon To send a Message Template, click the SEND MESSAGE TEMPLATE button at the bottom of the Messages Module. This appears when the messaging window has expired.
    To send a Message Template during the messaging window, click the Message Template icon in the message composer.
  • Step 2: Select the desired template
    Choose the template you would like to send to your Contact.
  • Step 3: Fill in the required fields
    Specify the parameters for the template and you may use Dynamic Variables to fill in the required fields.
  • Step 4: Send the message
    Review the information and press SEND when you are ready.

When a user is typing the values for the parameters, the parameters in Message Preview will be replaced with the values for users to review before sending it to the contact,

WhatsApp Interactive Message

Due to the partners' limitation, WhatsApp Interactive Message is only supported by 360dialog as of now.

In resala.io, WhatsApp Interactive Message is used when sending a multiple choice question from a survey or quick replies using Dialogflow.

When the question or message has fewer or equals to 3 options, WhatsApp Quick Replies will be used to display the options.

Otherwise, WhatsApp List Messages will be used to display the options not exceeding the maximum limit of 10.

How to get WhatsApp Business with multiple users?

You need to connect a WhatsApp Business API account to resala.io. WhatsApp Business is two products:

  • 📱 WhatsApp Business App - one device, one user
  • ⚙️ WhatsApp Business API - for companies with teams

If you want to learn about the difference between these accounts.

How much does a WhatsApp Business API account cost?

The price you pay for WhatsApp Business API via a WhatsApp Partner has two components:

  • The fee charged by WhatsApp
  • The fee charged by the WhatsApp Partner

Different WhatsApp Partners have different pricing models:

  • Set-up fee
  • Monthly fee
  • Messaging fee