Benefits of connecting WhatsApp
Connecting WhatsApp in Guest Engagement’s Messaging hub allows you to:
Connect with your guests on WhatsApp, a popular communication channel.
Easily link and identify your guests profile and reservation details. Reservation details such as the guest's name, email address and reservation ID will be automatically linked with the conversation, saving you time and effort.
Chat with guests in real-time within a 24-hour customer service window. Messages within the window are free-of-charge). Once the 24-hour window has passed, a template message is needed, and a charge will apply.
Start proactive conversations using WhatsApp templates (Utility and Marketing conversations).
💡Note:
Our product integrates with WhatsApp through WhatsApp Business API, which is different from the WhatsApp Business app.
WhatsApp charges various prices depending on the conversation and the country you are located in. See pricing here.
How to connect WhatsApp
To connect WhatsApp with Messaging hub in Guest Engagement:
Go to Guest Engagement > Communication > Settings.
Click Configure on WhatsApp.
Before you connect WhatsApp
To connect WhatsApp, you will need to:
Verify your business using your Facebook profile (WhatsApp and Facebook are both Meta companies).
Create or link your WhatsApp Business account and WhatsApp business profile.
Ensure your phone number is not associated with another WhatsApp Business account. Your phone number cannot be used with WhatsApp Business app and Messaging Hub at the same time. Test Messaging Hub with a different phone number first, then remove the number from your WhatsApp Business app first. Once removed it cannot be restored to the app.
Ensure your payment details in your WhatsApp Business account are correct and up-to-date. Sending some WhatsApp messages incurs a small fee that varies by region and conversation type. WhatsApp will invoice you directly. You will need to provide your payment details when connecting WhatsApp.
How to connect if your number is already in use with WhatsApp Business app
Your phone number cannot be used with WhatsApp Business app and Messaging Hub at the same time. If your phone number is in use, please follow the instructions below:
Test Messaging Hub first:
Create a new WhatsApp number to test Messaging Hub first.
Once you have tested Messaging Hub, proceed with removing your existing number from the app and connect it in Messaging Hub.
Remove your phone number from your WhatsApp Business app:
Back up your WhatsApp data in the app first. Once removed from the app, it cannot be restored.
Remove your WhatsApp Business phone number from your app.
Connect your WhatsApp number in Messaging Hub.
About WhatsApp’s 24-hour customer service window
Free-form messages can be sent within a 24 hour customer service window. Service conversations are free, which allows you to reply to guest initiated messages within a 24-hour customer service window free-of-charge.
The 24-hour customer service window starts from the moment your customer or guest initiates a conversation. Once the 24-hour window has passed, a template message (business-initiated conversation) is needed, and a small charge will apply. The current rate is approximately USD 0.01 - 0.04 per conversation, however it depends on the conversation category, and on the country where your recipient is located.
Template messages
To reach guests who have not messaged you first, or for guests who have not sent you a message in the last 24 hours, you need to use a template message. Once the guest responds to your template message, you then have 24 hours to respond and chat in real-time free-of-charge.
To send a template message, you will first need to create a message template, then submit it to WhatsApp for approval, which can take up to 24 hours.
Messaging hub supports Utility and Marketing template messages.
Utility template messages — communicate with a customer regarding a specific, prearranged request or transaction, such as providing a post-purchase notification or a recurring billing statement — useful to ensure a seamless experience for guests throughout interactions with your property.
Marketing template messages — send guests promotions, offers, informational updates, or invitations for guests to respond or take action.
See WhatsApp’s template guidelines here.
Pricing
WhatsApp charges a small fee for business-initiated conversations (using marketing and utility templates). The current rate is approximately USD 0.01 - 0.04 per conversation, however it depends on the conversation category, and on the country where your recipient is located.
Service conversations are free so you can reply to your guests’ messages within a 24-hour customer service window. Learn more about WhatsApp pricing here.
Disconnect your WhatsApp account
Go to Guest Engagement > Communication > Settings.
Click Configure on WhatsApp.
Find the WhatsApp account you want to disable and click on the ellipsis (three dots button).
Click Disable.
To completely disconnect your WhatsApp account from Guest Engagement, you'll need to remove Guest Engagement as a partner from your WhatsApp Business account. Follow this guide.