WhatsApp integration - templates and messaging

[RMarks15]

We have set up a WhatsApp Meta Account and have integrated this to toolbox and now are unsure of hwo this works.

Presumably WhatsApp is an instant messagin service, this being the case we created a test message to send to my personal number. The only option available is to create a template. Once created, it then presented a screen stating the message was under review and this would take up to 48hours. 

Can someone please explain if i have done this wrong, or if this is correct and will happen on each occasion.

[BérangèreL · Accepted solution]

Hi @RMarks15, I hope that you are well!

Great post and question, thank you for asking the Community!

You are correct here. When using the Whatsapp integration, WhatsApp allows you to initiate text conversations only by sending messages using pre-approved templates. Also, a contact must grant explicit consent to communicate using business-initiated WhatsApp messages.

I'd like to share these articles that might help you:

- Customize and send WhatsApp message templates
- Collect and manage consent for WhatsApp conversations
- Connect a WhatsApp channel to the conversations inbox
- Whatsapp Business

I'd be happy to put you in touch with some of our Top Experts and some Community Members:
Hi @Husseinkhumra, @fergoshea, @GetThatBreaD, @OllyLD, @danmoyle, @StjepanGrcic and @Bryantworks are you also using Whatsapp templates? If yes, do you get this message all the times, please?

Thank you so much for your help and have a fantastic day!

Best,
Bérangère

[danmoyle · Accepted solution]

Tanks for the tag @BérangèreL - I would have shared the same resources. I've not used WhatsApp personally in my marketing or sales, but I've seen the option in the Inbox and in Workflows, so that's where I'd use it. 

[StjepanGrcic · Accepted solution]

Thank you for the mention @BérangèreL - I think you have nailed it with the resources share. 

You would need Whatsapp business account to use it. I would just add: The phone number you use must not be connected to another WhatsApp account, WhatsApp for Business App, or another WhatsApp integration. If the number is already associated with another WhatsApp account, you must first disconnect it before connecting it to HubSpot.

[CSic]

Two questions here:

1. Am I correct that the limit is no longer 1000 messaging conversations, rather 1000 templated conversations? So one-to-one conversational communication does not go towards the limit?

2. Ex: If an incoming user messages us via WA on a Saturday, we cannot send a templated response back to them automatically over the weekend, because while the person messaged, no contact is created. So the 24-hr window could expire before the business is back from the weekend, and they would have to manually create/associate the contact, then send a template? Any work around for this? Trying to avoid the manual process and also provide attention/response over the weekend hours.

Thanks!

[chighsmith]

Hi @CSic,

Thank you for posting to the Community!

I'd like to tag in some Top Contributors to see if they have any ideas here -- Hi @StjepanGrcic, @Brenner and @karstenkoehler Do any of you all have any ideas on this?

Thank you!

Cassie, Community Manager

[RMarks15]

I have connected whatsapp and Hubspot and are aware of the 1000 conversations per month, however, can you make me aware of what would happen if we went over this? Can we go over or is this a set limit with no additional cost?

[BérangèreL · Accepted solution]

Hi @RMarks15, I hope that you are well!

Thanks for your messages and thanks for your patience!

1. I understand that you'd like to edit the profile image (and more) of a Whatsapp template.
I found this idea from @Levi : "WhatsApp integration: ability to customize business profile in HubSpot" where there is a post from @NicoleJ that might help you:

"To update profile picture: Users can change this setting in the WhatsApp business Manager which they would access by logging into Meta business manager > Business settings > WhatsApp accounts > Find their WhatsApp business account > Settings tab > WhatsApp Manager > Select the phone number to view Profile > Upload the image they want to use."

2. You'd like to know what happens once you have reached the 1000 conversations per month limit.
I can see on this article "WhatsApp messaging limits" that indeed "a limit of 1000 conversations per month is shared by all your connected WhatsApp business accounts.

The day of the month that the limit resets depends on the date you first purchased a Marketing Hub or Service Hub Professional or Enterprise subscription. For example, if your subscription began on October 28, the limit will reset on the 28th of each month."

So, from what I can see here, you will be limited and not able to send conversations until it resets in the coming month.
There is no mention of additional cost. I will however double check on this internally for you.

Thanks and have a great day!

Best,
Bérangère

[RMarks15]

I have followed the steps to create a template however the test message we ahve sent in has a phone number, not a name and also has no profile image.

Is there an easy way to update this? The meta facebook page has the correct look and feel, but I cant find where to display this for whatsapp.

[StjepanGrcic · Accepted solution]

Thank you for the mention @BérangèreL - I think you have nailed it with the resources share. 

You would need Whatsapp business account to use it. I would just add: The phone number you use must not be connected to another WhatsApp account, WhatsApp for Business App, or another WhatsApp integration. If the number is already associated with another WhatsApp account, you must first disconnect it before connecting it to HubSpot.

[BérangèreL · Accepted solution]

Hi @RMarks15, I hope that you are well!

Great post and question, thank you for asking the Community!

You are correct here. When using the Whatsapp integration, WhatsApp allows you to initiate text conversations only by sending messages using pre-approved templates. Also, a contact must grant explicit consent to communicate using business-initiated WhatsApp messages.

I'd like to share these articles that might help you:

- Customize and send WhatsApp message templates
- Collect and manage consent for WhatsApp conversations
- Connect a WhatsApp channel to the conversations inbox
- Whatsapp Business

I'd be happy to put you in touch with some of our Top Experts and some Community Members:
Hi @Husseinkhumra, @fergoshea, @GetThatBreaD, @OllyLD, @danmoyle, @StjepanGrcic and @Bryantworks are you also using Whatsapp templates? If yes, do you get this message all the times, please?

Thank you so much for your help and have a fantastic day!

Best,
Bérangère

[danmoyle · Accepted solution]

Tanks for the tag @BérangèreL - I would have shared the same resources. I've not used WhatsApp personally in my marketing or sales, but I've seen the option in the Inbox and in Workflows, so that's where I'd use it.