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1. Getting Started
What is WhatsApp Business and how does it work with HelloSend?
- WhatsApp Business is a messaging platform designed for businesses to communicate with customers efficiently. With HelloSend, you can send one-on-one messages, automated messages, bulk campaigns, and templates directly from your CRM. It helps streamline customer interactions and enhances engagement within your existing workflow.
Prerequisites for connecting WhatsApp Business to HelloSend?
- You’ll need a Facebook account, a phone number, and the HelloSend app.
- Then, go to HelloSend → Settings → Channels → WhatsApp, click Connect, log in to your Facebook account, and follow the steps to complete the setup.
How can I create and submit WhatsApp message templates for approval in Meta Business Manager?
You can create templates using your Facebook/Meta Business Manager. Make sure you have a Meta Business Manager account and a WhatsApp Business Account (WABA) before proceeding.
More info →Why must the first message be a pre-approved template message on WhatsApp?
WhatsApp requires businesses to use a pre-approved template message for the first interaction in a conversation to ensure compliance with its messaging policies. This helps maintain quality, prevent spam, and establish trust with customers. Once the customer responds, businesses can send free-form messages within a 24-hour window.
What is the 24-hour messaging window, and how does it affect conversations?
The 24-hour messaging window is a rule set by WhatsApp that allows businesses to send messages to users only within 24 hours of the user’s last message. This policy is designed to prevent spam and ensure user control over conversations.
How It Affects Conversations:
Free Messaging Within 24 Hours:
- If a user sends a message, businesses can respond freely with any type of message within the 24-hour window.
- Businesses can send text, media, interactive messages, etc., without restrictions.
Template Messages After 24 Hours:
- If 24 hours pass without a message from the user, businesses cannot send free-form messages.
- They must use pre-approved WhatsApp Message Templates to re-engage the user.
- These templates must be approved by WhatsApp and often include content like notifications, alerts, or customer service updates.
Reopening the 24-Hour Window:
- If a user responds to a template message, the 24-hour session restarts, allowing free-form messaging again.
- Businesses must ensure messages are relevant and engaging to encourage user replies.
Best Practices:
- Respond Quickly: Engage within the 24-hour window to maintain free-flowing conversations.
- Use Templates Smartly: For re-engagement, send valuable and well-crafted template messages.
- Encourage Replies: Make messages interactive to keep the conversation open.
2. Features & Functionality
Can I send automated, campaign, and direct messages using my configured WhatsApp number?
- Yes, you can initiate automated messages, run campaigns, and send direct messages using your configured WhatsApp number through HelloSend.
How Can I schedule messages on WhatsApp Business through HelloSend?
- Yes, you can schedule WhatsApp Business messages through HelloSend using automation features or CRM workflows.
Feel free to reach out at assist@hellosend.com for assistance!
Can I send bulk messages using HelloSend?
- Yes, HelloSend allows you to send bulk messages using pre-approved WhatsApp templates. You can create and run campaigns directly from your CRM while ensuring compliance with WhatsApp's policies.
How can I seamlessly manage multiple WhatsApp Business accounts in Zoho CRM with HelloSend?
You can set up multiple departments, each with a different WhatsApp Business number, allowing seamless communication across teams while keeping conversations organized within Zoho CRM.
Refer Video →What is a greeting message in WhatsApp Business?
Welcome Message is an automated greeting sent to users when they initiate a conversation with your business on WhatsApp. It’s the first interaction a customer has with your business, so it should be warm, professional, and informative.
Purpose:
- To greet customers and make them feel valued.
- To set the tone for the conversation.
- To provide basic information or instructions (e.g., how to proceed, what to expect).
Example of a Welcome Message:
“Hello! Welcome to [Your Business Name]. We’re here to assist you. Please let us know how we can help today!”
Best Practices:
- Keep it concise and friendly.
- Include a call-to-action (e.g., “Reply with ‘Help’ for support options”).
- Personalize the message if possible.
What distinguishes a greeting from an away message on WhatsApp?
- A greeting message is used to welcome someone when they initiate a conversation, making them feel acknowledged and valued. On the other hand, an away message is an automated response sent when you’re unavailable, informing the person that you’ll respond later.
- For example, a greeting message could be:
“Hello! Thanks for reaching out. How can we assist you today?” - An away message might look like this:
“Thank you for your message! We’re currently offline but will get back to you shortly.” - Let me know if you'd like further adjustments! 😊
What makes a WhatsApp Business greeting message effective?
An effective WhatsApp Business greeting message should be warm, professional, and engaging, setting the right tone for customer interactions. Here are a few examples based on different business needs:
General Welcome Message
"Hi {{1}}, welcome to [Your Business Name]! 😊 We're here to assist you. Let us know how we can help!"
Support-Focused Message
"Hello {{1}}, thanks for reaching out! Our support team will assist you shortly. Meanwhile, check our FAQs here: [link]."
E-Commerce or Retail Message
"Hi {{1}}, great to have you here! 🎉 Explore our latest offers and best deals: [link]. Let us know if you need assistance!"
Service-Based Business
"Hello {{1}}, welcome to [Your Business Name]! We’re excited to serve you. Let us know your requirements, and we'll assist you!"
Would you like me to tailor one for your specific use case? 😊
3. Account & Number Management
How many WhatsApp numbers can I connect to my HelloSend account?
You can connect multiple WhatsApp numbers under the same WhatsApp Business Account in HelloSend. If you have any questions or need assistance, feel free to reach out at assist@hellosend.com
Can I switch between different WhatsApp numbers in HelloSend?
Yes! You can connect multiple WhatsApp numbers in HelloSend, manage them easily, and switch between them as needed.
How to Verify Your WhatsApp Business Number for API Access
If your WhatsApp Business Account (WABA) is already set up with Meta, you will receive a verification code via SMS or voice call during the connection process. Once verified, you can link your number to HelloSend and start messaging. For any assistance, contact assist@hellosend.com.
What Happens If My WhatsApp Business Number Gets Blocked?
If your WhatsApp Business number gets blocked, you won’t be able to send or receive messages through the API. This usually happens due to policy violations, high spam reports, or excessive messaging without user consent. To resolve this, you can appeal the block through Meta Business Support and ensure compliance with WhatsApp’s guidelines. If needed, you can also register a new number.
Information Required for Verification:
- Temporary Block (Restrictions Apply)
- WhatsApp may temporarily limit messaging due to:
- Sending too many messages too quickly (spam-like behavior).
- Fill out the verification form with accurate and up-to-date information.
- Exceeding the quality rating threshold.
- Too many users marking your messages as spam.
- Typically lasts 24–48 hours, then your account is restored.
Information Required for Verification:
- Happens when WhatsApp detects policy violations such as:
- Sending messages that violate WhatsApp Business policies.
- Using an unapproved number for bulk messaging.
- Receiving too many reports or negative feedback from users.
- You cannot recover a permanently banned number.
What are the steps to verify a WhatsApp Business account?
Yes, businesses should verify their WhatsApp Business accounts to build trust and credibility with customers. A verified account not only helps businesses differentiate themselves from competitors but also attracts new customers by showcasing authenticity.
How to Verify a WhatsApp Business Account:
- Open the WhatsApp Business app.
- Go to Business settings.
- Select Request Verification.
- Fill out the verification form with accurate and up-to-date information.
- Submit the request and wait for WhatsApp to review it.
- Once approved, you’ll receive confirmation.
Information Required for Verification:
- The business’s reputation and recognition.
- The number of followers on social media.
- The notability of the business’s display name.
4. Pricing & Subscription
Is there a cost associated with using WhatsApp Business on HelloSend?
HelloSend's monthly subscription covers platform access, while Meta’s conversation-based pricing applies separately for WhatsApp messaging. Additional fees may apply for message automation, campaigns, or high-volume messaging. For detailed pricing, feel free to reach out to assist@hellosend.com. 😊
How is WhatsApp Business pricing structured for messages?
WhatsApp Business pricing follows Meta’s conversation-based model, where charges apply per 24-hour conversation window based on the category (Marketing, Utility, Authentication, or Service). The first 1,000 service conversations per month are free. Additional fees may apply for message automation, campaigns, or high-volume messaging.
5. Troubleshooting & Support
How do I add a payment method to my WhatsApp Business account?
Meta Business Suite (previously Facebook Business Suite) provides a comprehensive platform for managing your business across Facebook, Instagram, and WhatsApp. By adding a payment method to your WhatsApp Business account through Meta Business Suite, you can simplify transactions, allowing customers to pay for your products and services effortlessly. This step-by-step guide will help you navigate the process smoothly.
More info →How do I disable Two-Factor Authentication (2FA) in Facebook Business Manager when switching to HelloSend?
When switching a WhatsApp registered account or number from another provider to HelloSend, Two-Factor Authentication (2FA) may already be enabled, which can lead to an error when sending messages:
More info →How can I get my display name approved on WhatsApp?
A "hot" display name is unlikely to be approved on the WhatsApp Business API because it may be deemed too suggestive or inappropriate. WhatsApp enforces strict guidelines to ensure display names clearly represent a business identity without using sexually explicit, provocative, or overly casual language.
Why am I unable to send messages through WhatsApp Business?
You may be unable to send messages due to an unverified or restricted WABA, messaging limits, unapproved templates, insufficient balance, or technical issues like network errors or expired API tokens.
How do I fix the “Message Not Delivered” issue?
If you see "Message Not Delivered," check if your WABA is active, the recipient’s number is valid, and the message template is approved. Also, ensure you haven’t hit messaging limits or faced API issues.
What should I do if my connection to WhatsApp Business is lost?
If your connection to WhatsApp Business is lost, check your WABA status, API token validity, and network connection. Re-authenticate if needed or reconnect through HelloSend settings.
How do I contact HelloSend support for WhatsApp Business issues?
You can contact HelloSend support by emailing assist@hellosend.com or reaching out through the support option in the HelloSend dashboard.
What to Do if the 24-Hour Window Elapses?
If the 24-hour window has passed and you need to contact the user, you must use a WhatsApp-approved template message. Here’s how to handle it:
Steps to Follow:
- Use a Template Message:
- Create a pre-approved template message (e.g., “Hi [Name], we noticed you had a question. Let us know if you still need help!”).
- Submit the template for approval via the WhatsApp Business API or platform.
- Encourage User Interaction:
- Use the template to prompt the user to reply, which will restart the 24-hour window.
- Plan Proactive Communication:
- If you anticipate needing to follow up after 24 hours, prepare templates in advance for common scenarios (e.g., order updates, appointment reminders).
Example of a Template Message:
“Hi [Name], this is [Your Business Name]. We’re following up on your recent inquiry. Let us know if you still need assistance!”
- Best Practices:
- Keep templates clear and actionable.
- Avoid overusing templates to prevent annoying users.
- Use templates only for essential communication.
This documentation provides a clear overview of WhatsApp’s messaging rules and best practices for businesses. Let me know if you need further clarification or additional details! 😊
How do I set up an auto-reply in WhatsApp Business?
Setting up an auto-reply (away message) in WhatsApp Business is a great way to ensure timely responses to customer inquiries, even when you're unavailable. Here’s how to do it:
Steps to Set Up Auto-Reply in WhatsApp Business:
- Open WhatsApp Business App:
- Launch the WhatsApp Business app on your device.
- Go to Settings:
- Tap on the three vertical dots (⋮) in the top-right corner (Android) or go to Settings (iOS).
- Access Business Tools:
- Select Business Tools from the menu.
- Set Up Away Message:
- Tap on Away Message.
- Toggle the switch to turn on Send Away Message.
- Customize Your Message:
- Enter the message you want to send as an auto-reply. For example:
- Hi! Thanks for reaching out. We’re currently unavailable but will get back to you shortly.
- Choose Recipients:
- Select who should receive the auto-reply:
- Everyone: Sends the message to all contacts.
- Everyone except...: Excludes specific contacts.
- Only send to...: Sends the message only to selected contacts.
- Set a Schedule (Optional):
- You can schedule the auto-reply to be sent during specific times (e.g., outside business hours).
- Save Settings:
- Tap Save to activate the auto-reply.
Tips for Effective Auto-Reply Messages:
- Keep the message short and professional.
- Include an estimated response time (e.g., “We’ll respond within 24 hours”).
- Use it to set expectations, especially during holidays or weekends.
How to Check If Your Number Is Blocked?
- Log in to Meta Business Manager → Check your WhatsApp Account Status.
- If blocked, you may see a warning in the WhatsApp Manager section.
- Try sending a message via HelloSend – if it fails with an error, your number may be restricted.
How to Recover a Blocked WhatsApp Business Number?
If Temporarily Blocked:
- Stop sending messages for 24-48 hours and let your quality rating improve.
- Reduce message frequency and avoid unsolicited messages.
- Monitor your Quality Rating in Meta Business Manager.
If Permanently Banned:
- Appeal via Meta Support:
- Go to Meta Business Support → Meta Help Center
- Submit a request with your Business Account ID & WhatsApp Number.
- Explain why your messages follow WhatsApp’s Business Policy.
- Wait for Meta’s response (they usually reply within a few days).
How to Prevent Getting Blocked in the Future?
- Follow WhatsApp’s Business Policy (Read Here)
- Use Approved Message Templates for outbound messages.
- Avoid Spamming – Send messages only to opt-in users.
- Monitor Your Quality Rating – Keep it in the Green Zone in Meta Business Manager.
- Use HelloSend’s Smart Messaging to manage message flow & avoid bulk sending issues.
