Last updated February 4, 2025
Overview
WhatsApp integration in Atlas allows you to manage customer support through WhatsApp, providing a popular messaging channel for communication with your customers.
Accessing WhatsApp configuration
To setup WhatsApp, go to App Configuration > Channels > WhatsApp .
Connecting to WhatsApp
To set up WhatsApp, Atlas needs the following information:
- Company name
- Company address
- Contact email
- Phone number
- Meta Business ID (from a verified Meta Business account).
With this information, Atlas applies for a business WhatsApp account through Twilio and WhatsApp.
Setup process
Twilio will request permission to connect as an outside app to your Meta Business account. You'll need to approve this connection and sign and acknowledge WhatsApp's terms of service. Atlas then completes the setup process.
Messaging rules
You can send unlimited messages within 24 hours of the last customer message. After 24 hours without customer interaction, you can only send approved templates.
Message templates
Message templates are pre-approved message formats for WhatsApp that allow you to send consistent, compliant messages to your customers. They're essential for initiating conversations and sending notifications.
Template format
Templates follow a specific format:
- Use plain text for the main content
- For variables, use double curly braces with a number: {{1}}, {{2}}, etc.
- All outgoing messages must follow an approved template
For example: "Your order {{1}} has been shipped and will arrive on {{2}}. Track your package here: {{3}}"
Creating templates
When creating templates:
- Keep language clear and concise
- Avoid promotional content in transactional messages
- Include only necessary information
- Use variables for personalization
WhatsApp in Atlas inbox
WhatsApp messages are identified in the customer timeline.
Message details
When viewing a WhatsApp ticket, you'll see the channel (WhatsApp) and sender and recipient information.
Delivery statuses
Hover over sent messages to see delivery status: Sent, read, errored, or failed.
WhatsApp composer
The WhatsApp composer in Atlas is restricted to WhatsApp-supported elements: Basic formatting (bold, italic) and other WhatsApp-supported objects.
Frequently asked questions
- How long does WhatsApp business account approval take?Approval times can vary. The Atlas team will handle this process and keep you updated on the progress.
- Can I send images or files through WhatsApp in Atlas?Yes, you can send media files supported by WhatsApp through the Atlas interface.
- What happens if I try to send a message that doesn't match an approved template?The message will not be sent, and you'll receive an error notification in Atlas.
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