When setting up WhatsApp within a subaccount, you'll need a Facebook Meta business account and a WhatsApp Business profile. Follow the prompts to link accounts and fill in business information.
*Note: You will need a Facebook Account and a Facebook Meta Business Account. (Learn what a Meta Business Account is here.)
We will also utilize a "WhatsApp Business Account" and a "WhatsApp Business Profile", if you do not have one, this is completely normal, the process outlined below will create one for you if you do not have one to select.
WhatsApp Conversations
Unless a customer sends you a message, you must utilize a Template to send a new message to a customer. In general, there are two ways to open a WhatsApp conversation (1) when a customer messages you or (2) when you message a template to a customer.
Types of WhatsApp Conversations
- Business-Initiated: Messages sent by businesses to customers using a template. There are four categories of templates and the templates are created and reviewed by Facebook Meta before they can be used. You can only send templates to customers until they respond, if they do not respond, you can only send templates.
- Customer-Initiated: Messages initiated by the customers sending a message to the business. When a customer messages you, it opens up a 24-hour window where you can send any template or free-form message to them.
- Free Entry Conversations: Initiated when customers interact with a WhatsApp Ad or a Facebook Business Page WhatsApp Action Button, allowing for a 72-hour window for businesses to respond. The business must respond within 24 hours of customer free point entry, after the business responds, the 72-hour timer begins.
Conversation (Template) Categories
When opening a new Business-initiated conversation, you must utilize a Template. First, you create a WhatsApp template in HighLevel. The template will be reviewed and approved (or denied) by Facebook Meta. Below we will review the types of template categories.
- Marketing — Enables you to achieve a wide range of goals, from generating awareness to driving sales and retargeting customers. Examples include new product, service, or feature announcements, targeted promotions/offers, and cart abandonment reminders.
- Utility — Enables you to follow-up on user actions or requests. Examples include opt-in confirmation, order/delivery management (e.g., delivery update); account updates or alerts (e.g., payment reminder); or feedback surveys.
- Authentication (To be Released) — This enables you to authenticate users with one-time passcodes, potentially at multiple steps in the login process (e.g., account verification, account recovery, integrity challenges).
- Service (To be Released) — Enables you to resolve customer inquiries.
Learn more about Template Categorization Guidelines.