What Is WhatsApp?
WhatsApp is a popular communication channel in many countries outside the United States. It is used as a less expensive and more reliable alternative to SMS. Akia uses WhatsApp as the primary platform for customers outside the United States and Canada; however, any customer can get WhatsApp.
Please note that WhatsApp does have some messaging limitations. The most important is that you can only send a WhatsApp pre-approved message template in your initial message to a new phone number, or after 24 hours after the end-user last engaged with your messages. You will be able to create as many of these WhatsApp templates on the Akia platform to allow your team the most flexibility when reaching out to guests, but for more information about WhatsApp Business Policy, please refer to the article here: https://www.whatsapp.com/legal/business-policy/?lang=en.
How Do I Get WhatsApp?
Expectations
There is a one-time $150 fee for customers in the US and Canada. There is no charge for customers located outside the US and Canada. There are no monthly charges for sending messages through WhatsApp.
Registration Process
- Go to https://sys.akia.ai/settings/whatsapp-integration and connect your Facebook Business Manager account
- If you do not have a Facebook Business Manager account, Facebook will prompt you to create one in this flow
- Complete the steps in the popup window to create or select your WhatsApp Business Account
- Once you have submitted your details, it will take a couple of business days for WhatsApp to review. You will get an in-app notification via the notification bell (top right corner) when WhatsApp has reviewed
If You Have More Than 2 Properties Under Your Account That Need WhatsApp
Business Verification is required if you have more than 2 WhatsApp senders per WhatsApp policy.
You should be able to go here: https://business.facebook.com/latest/settings/security_center to begin the verification process, but in the situation that you do not see the prompt to begin verification, you can follow the steps below:
- Make sure you have completed your business information on the settings > About section of the business manager page here: https://business.facebook.com/settings/info
- Turn on 2-factor authorization for your admin users
- If the verification option still doesn't appear - go to the Facebook developer page and create an app - https://developers.facebook.com/apps/
- Associate the new app with your Facebook Business Page
- In your App dashboard - go to settings and basic and scroll down to business verification
- Click on verify here and upload the required documents
How to Create WhatsApp Templates
- Click on your profile picture in the top right and go to Automation > WhatsApp Templates
- Click + New Template and add the template name, Key, Message, and Quick Reply Label
- You need to have the guest interact with the message prior to sending any clickable links, so adding a call to action in the message body and Quick Reply Label will encourage guests to interact.
- Click Ok to save
- You will see a preview of the message and the Button the guest will press to get your Quick Reply Message. To begin sending this template to guests, you will need to submit it for Review.
- Click the Submit for Review button
- The template should be reviewed within 24 hours of submission, and Contact Us if the review has taken longer than 2 days.
Apply a WhatsApp Template to a Scheduled Message
- Go to the Message Platforms section and select WhatsApp
- Choose the WhatsApp template you want to use
- Only approved templates are available for selection
- Click Ok to save
