> ## Documentation Index
> Fetch the complete documentation index at: https://docs.callers.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp

> Complete guide to setting up WhatsApp Business as your messaging channel for text campaigns in Callers.

## 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

1. Log in to your [Callers dashboard](https://app.callers.ai/).
2. Navigate to the **App Center** tab in the left sidebar.
3. Find the **WhatsApp** integration and click **Connect**.
4. 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.
5. Once the setup is complete, your WhatsApp Business number will be connected to Callers.

<Frame caption="WhatsApp on the App Center">
  <img src="https://mintcdn.com/voxiaai/iyvvitQSr5p_Cq8H/images/WhatsApp-app-center.png?fit=max&auto=format&n=iyvvitQSr5p_Cq8H&q=85&s=bd1adb24514ae83cea1027c666dd6738" alt="WhatsApp integration on the App Center" style={{borderRadius: '10px'}} width="3012" height="1466" data-path="images/WhatsApp-app-center.png" />
</Frame>

## 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

1. In the **App Center**, find the **WhatsApp** integration.
2. Click the **three dots** menu next to it and select **View Templates**.
3. From here you can:
   * View all your existing templates and their approval statuses.
   * Create a new template and submit it to Meta for approval.

<Frame caption="WhatsApp Templates">
  <img src="https://mintcdn.com/voxiaai/iyvvitQSr5p_Cq8H/images/WhatsApp-templates-modal.png?fit=max&auto=format&n=iyvvitQSr5p_Cq8H&q=85&s=f4c691b9aa4fae6bc29bf751f6f67c0b" alt="WhatsApp templates modal" style={{borderRadius: '10px'}} width="2447" height="1372" data-path="images/WhatsApp-templates-modal.png" />
</Frame>

<br />

<Frame caption="Creating a WhatsApp Template">
  <img src="https://mintcdn.com/voxiaai/oi8seBzGVt4YmdF3/images/create-WhatsApp-template.png?fit=max&auto=format&n=oi8seBzGVt4YmdF3&q=85&s=91d1f226fa8e71680c46878ed8e78474" alt="Create a WhatsApp message template" style={{borderRadius: '10px'}} width="2432" height="1361" data-path="images/create-WhatsApp-template.png" />
</Frame>

### 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.

<Warning>
  Avoid promotional language in Utility templates and ensure variable placeholders have clear example values. Using the wrong category for your content is a common reason for rejection.
</Warning>

## Step 3: Configure a Text Campaign with WhatsApp

1. Create a new campaign and select **Text** as the campaign type.
2. In **Campaign Setup**, under the **Channel** section, select **WhatsApp** as your messaging provider.
3. Choose the WhatsApp Business number to use.
4. 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.

<Info>
  Callers automatically manages the messaging window. When a contact's window expires, the AI agent will use the appropriate template to re-engage.
</Info>

### Typical Conversation Flow

1. **Campaign sends a template message** to the contact (e.g., an appointment reminder or follow-up).
2. **Contact replies** - this opens the 24-hour window.
3. **AI agent responds** with free-form messages, following your campaign script.
4. The conversation continues within the 24-hour window, with each reply resetting the timer.
5. If the contact stops replying and the window expires, a template is used to follow up.

## Troubleshooting

<AccordionGroup>
  <Accordion title="WhatsApp connection fails during setup">
    * Ensure your Meta Business account is verified.
  </Accordion>

  <Accordion title="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).
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>

## Next Steps

* [Configure campaign settings](/documentation/text-campaigns/text-campaign-setup) for message timing and availability.
* Review [Meta's WhatsApp Business Platform documentation](https://developers.facebook.com/docs/whatsapp/) for advanced configuration.