WhatsApp & Messaging
Reach attendees on WhatsApp and mobile: get templates approved, run campaigns, automate a chatbot, reply in a shared inbox, schedule sequences and send push notifications.
7 step-by-step guides & 12 answers on this page
Step-by-step guides
Seven walkthroughs covering setup, approval, campaigns, automation and mobile push.
1
Connect your WhatsApp Business account
One-time setup before you can send.
- Open the company Profile (WhatsApp Configuration) or a WhatsApp screen and click Configure Now.
- Enter your WhatsApp Business Account ID, Phone Number ID, Access Token and Business Namespace.
- Choose your provider — Meta/Facebook or DoubleTick.
- Save. You can now create templates and send messages.
WhatsApp Business setup often requires Facebook Business verification. If asked for Facebook login/credentials during onboarding, that's to complete the verification and connect your number — contact support if you get stuck.
2
Create a WhatsApp template (and get it approved)
Templates must be approved before sending.
- Open WhatsApp Message Templates and click Create Template.
- Enter a Template Name (lowercase letters, numbers, underscores only).
- Choose Category (Marketing / Utility / Authentication), Language and an optional use case.
- Set a Header Type and write the Body using
{{1}},{{2}}placeholders (max 1024 chars). - Map each variable to a database field, add optional buttons, and check the live preview.
- Click Save Template, then Sync Status to track approval.
3
Send a WhatsApp campaign & read reports
Bulk sends with delivery analytics.
- Send an approved template to a group or numbers (via a sequence/schedule).
- Open WhatsApp Campaign Reports and choose a time window.
- Read per-campaign counts — Attempted, Delivered, Not delivered, Bounced, Invalid.
- Click a campaign to drill into recipients and filter by status.
- Click Export to download the list, or WA Chats to open a conversation.
4
Set up the WhatsApp chatbot
Keyword auto-replies and actions.
- Open WhatsApp Chatbot and stay on the Intents tab.
- Enter an Intent name and Keywords (separate with
|). - Choose a match type and response type — text reply, action, handover or route.
- For an action, pick one (show events, register, show tickets, resume payment, send a link/media) and fill its fields.
- Set priority, toggle Active and click Save. Use the Test tab to check which rule matches.
5
Reply in the WhatsApp inbox
Two-way chat with customers.
- Open WhatsApp Conversations (WA Chats).
- Search or use the All / Open / Closed filter to find a chat.
- Click a conversation to open the thread.
- Type your reply and click Send; use Close Chat when resolved.
6
Schedule a WhatsApp sequence
Send approved templates on a schedule.
- Open WhatsApp Sequences and click Create Sequence.
- Enter a name, Time Zone, Contact Groups, a default template and associated events; save.
- Open Schedule Management and click Add Schedule.
- Pick a schedule type and template, set timing, and choose groups or paste manual numbers (with country code).
- Provide template parameters as JSON, optionally Send Test, then Save Schedule.
7
Send a push notification
Reach attendees in the mobile app.
- Open the Push Notification page and enter a Title and Description.
- Set the schedule date and time.
- Under recipients, choose the Event and refine by Ticket Type, Status, Session and Topic Level.
- Optionally set a Landing Page for the tap target and check the mobile preview.
- Click Schedule Notification.
Frequently asked questions
Template approval and categories, Meta verification, parameters, delivery statuses and credits.
WhatsApp Business requires provider approval before a template can be sent. New templates start as Draft/Pending and become Approved or Rejected — use Sync Status to refresh their state.
Marketing = promotional; Utility = service notifications (order/appointment updates); Authentication = OTP/security codes.
Sending on WhatsApp Business goes through Meta, which requires your business (and the phone number) to be verified. During setup you may need to grant Facebook access or complete verification — support can guide you.
Up to 10, and they must be sequential with no gaps (
{{1}}, {{2}}, {{3}}…).On the company Profile (WhatsApp Configuration), or per event in the event's WhatsApp Configuration, which overrides company defaults for that event.
Invalid = the phone number isn't a valid/registered WhatsApp number; Bounced = the message was rejected after sending.
The conversation is handed off to a human agent. Action intents are also seeded automatically, and you can restore defaults if you delete one.
Either. Select contact groups or paste phone numbers (with country code); at least one is required. Fill placeholders with a valid JSON object.
Yes — use Send Test to a phone number (include the country code) with your parameters before scheduling the full send.
By use case — e.g. Order Confirmation right after purchase, Event Reminder before the event, Check-in Confirmation on check-in, and Feedback Request after it ends.
Messaging credits are pooled per channel; pick the correct pool (email / SMS / WhatsApp) in the Add Credits widget before buying.
Yes — narrow by Event, Ticket Type, Status, Session and Topic Level, and set an in-app landing page for the tap.
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