WhatsApp Business (WAB) is the first true B2C channel. It is fully encrypted, has swift transfer times, and seamlessly integrates with private WhatsApp - one of the most widely used private communication channels. WhatsApp Business allows your business to send WhatsApp messages.
👑 WhatsApp Business is included in certain Facelift plans and add-ons only. Find out about plans and prices here.
WhatsApp Business in Facelift
WhatsApp Business in Facelift works according to the Customer Care principle. With Customer Care, your customers agree to receive messages by sending a message to your company.
After a person has sent a message to your company, you can respond with an individual message within 24 hours. After 24 hours, you can use message templates to reply. Message templates must be submitted to WhatsApp for review and meet WhatsApp's requirements.
Each WhatsApp message in your feed has its own timer that shows you the remaining response time of the 24-hour window. The 24-hour timer is reset whenever the person sends another message to your WhatsApp Business account.
Create and manage message templates
To create and manage message templates, login to your Meta Business account and navigate to WhatsApp Manager.
Facelift syncs the template messages for use in Engage.
Guidelines for templates
The following guidelines must be adhered to; otherwise, your message template will be rejected by WhatsApp Business:
Neutral tone and choice of words
Avoid spelling mistakes
Clearly understandable names for templates, e.g. thank_you_message instead of a generic name like template_014
Examples for variables
When formulating a message, you should also ensure that your message template fits into one of the 3 categories that WhatsApp Business has defined. If this is not the case, reach out to us to possibly find a solution for your use case together with WAB.
Utility: Content relating to a transaction (e.g. order confirmation, payment processing, etc.)
Authentication: Providing any kind of verification code
Marketing: Content relating to the business and the associated products/services (e.g. promotion codes, welcome messages, etc.)
💡 Content with utility and marketing aspects will be classified as marketing.
If WhatsApp rejects your message template, please recheck the above guidelines (additional info by WhatsApp here) or contact us afterwards.
QR codes and message links
QR codes and message links allow people to contact a company without needing to save its phone number. These codes or links can include a predefined message of up to 140 characters. Additionally, multiple codes or links with different messages can be created directly in the WhatsApp Manager.