Overview
WhatsApp integration connects your Callers text campaigns to the world’s most popular messaging platform, with over 2 billion active users globally. Through our integration with 360dialog, your AI agents can engage contacts in rich, interactive WhatsApp conversations - complete with text, images, buttons, and more.Step 1: Connect WhatsApp to Callers
- Log in to your Callers dashboard.
- Navigate to the App Center tab in the left sidebar.
- Find the WhatsApp integration and click Connect.
- You will be guided through the 360dialog setup flow, which includes:
- Creating or linking your Meta Business account.
- Verifying your business with Meta.
- Registering a phone number for WhatsApp Business.
- Granting the required permissions.
- Once the setup is complete, your WhatsApp Business number will be connected to Callers.
Step 2: Create and Manage Message Templates
WhatsApp requires pre-approved message templates for initiating conversations with contacts. A template is used as the first message sent in a campaign - you cannot send a free-form first message to a contact on WhatsApp.Managing Templates
- In the App Center, find the WhatsApp integration.
- Click the three dots menu next to it and select View Templates.
- From here you can:
- View all your existing templates and their approval statuses.
- Create a new template and submit it to Meta for approval.
Template Categories
| Category | Use Case |
|---|---|
| Marketing | Promotional messages, offers, announcements |
| Utility | Order updates, account alerts, appointment reminders |
| Authentication | One-time passwords and verification codes |
Template Approval
Templates must be reviewed and approved by Meta before they can be used. Approval typically takes a few minutes up to 24 hours. Templates that violate WhatsApp’s commerce or business policies will be rejected.Step 3: Configure a Text Campaign with WhatsApp
- Create a new campaign and select Text as the campaign type.
- In Campaign Setup, under the Channel section, select WhatsApp as your messaging provider.
- Choose the WhatsApp Business number to use.
- Select an approved Message Template for the initial outbound message.
How WhatsApp Messaging Works
Understanding WhatsApp’s messaging model is important for running successful text campaigns.Template-First Messaging
When your campaign reaches out to a contact, the first message must always be a pre-approved message template. Free-form messages cannot be used to initiate a conversation.The 24-Hour Messaging Window
- When a contact replies to your message, a 24-hour messaging window opens.
- During this window, the AI agent can send free-form messages (no template required) and carry out the conversation based on your campaign script.
- Each reply from the contact resets the 24-hour timer.
- After the window closes without a reply, you must use a pre-approved template to re-initiate the conversation.
Callers automatically manages the messaging window. When a contact’s window expires, the AI agent will use the appropriate template to re-engage.
Typical Conversation Flow
- Campaign sends a template message to the contact (e.g., an appointment reminder or follow-up).
- Contact replies - this opens the 24-hour window.
- AI agent responds with free-form messages, following your campaign script.
- The conversation continues within the 24-hour window, with each reply resetting the timer.
- If the contact stops replying and the window expires, a template is used to follow up.
Troubleshooting
WhatsApp connection fails during setup
WhatsApp connection fails during setup
- Ensure your Meta Business account is verified.
Message templates are rejected
Message templates are rejected
- Ensure the template category matches the content (do not use Utility for marketing).
- Provide clear, realistic example values for all variables.
- Avoid prohibited content (alcohol, gambling, adult content in certain regions).
Messages are not being delivered
Messages are not being delivered
- Verify the contact has WhatsApp installed and the number is active.
- For template messages, confirm the template is in Approved status.
Contacts are not receiving replies from the AI agent
Contacts are not receiving replies from the AI agent
- Check that the campaign is active and the text script is published.
- Ensure the 24-hour messaging window is still open, or that a template is configured for re-engagement.
Next Steps
- Configure campaign settings for message timing and availability.
- Review Meta’s WhatsApp Business Platform documentation for advanced configuration.