TABLE OF CONTENTS

• Method 1: Connect a New WhatsApp Business number 
• How to Sign Up With the New WhatsApp Business App
• Phone Number Verification
• Method 2:  Connect your existing WhatsApp Business App  
• Unsupported Countries for Coexistence feature
• How to Link your WhatsApp Business app to a Facebook Page 
• How to Sign Up using the WhatsApp Business App
• Agency Setup
• How to set Set Reselling Amount in High Level.
• Direct Deployment (Skipping Rebilling)
• WhatsApp Conversations
• Types of WhatsApp Conversations
• Conversation (Template) Categories
• How to Create a WhatsApp Template
• WhatsApp Overview 
• Subaccount Setup
• Opening a New Conversation
• WhatsApp Pricing
• FAQs

Once you migrate a phone number to the WhatsApp Business Platform, you cannot use that number on the WhatsApp Business App concurrently. Your number must be used either on the Business Platform or on the Business App.

Restrictions for WhatsApp Business Sign-Up

When signing up for the WhatsApp Business Platform, businesses must adhere to the following restrictions:

1️⃣ New Phone Number Requirement

    •    Businesses must use a new phone number for registration, whether onboarding manually or through Embedded Signup.

    •    Existing numbers that are currently active on WhatsApp or WhatsApp Business App cannot be used for signup.

Method 2:  Connect your existing WhatsApp Business App  

Unsupported Countries for Coexistence feature

WhatsApp Business accounts do not support phone numbers with country codes from the following regions and countries. If your business operates in these locations, you may need to explore alternative solutions.

Unsupported Countries

WhatsApp Business account phone numbers from the following countries are not supported:

• Australia
• India
• Japan
• Nigeria
• Philippines
• Russia
• South Korea
• South Africa
• Turkey

Unsupported Regions & Kingdoms

Additionally, WhatsApp Business account phone numbers with country codes from the following regions are not supported:

• European Economic Area (EEA)
• European Union (EU)
• United Kingdom (UK)

How to Link your WhatsApp Business app to a Facebook Page

When using the WhatsApp Business app, you can link your Facebook Page with your WhatsApp Business account.

Business Tip: Linking your WhatsApp Business account enables customers visiting your Facebook Page to message you directly on WhatsApp with just one click 

To link these accounts, you must have the following:

• A Facebook page for your businessAn app on the WhatsApp Business app.
• The latest versions of the mobile apps.

You can link your accounts from within the WhatsApp Business app.

1. Step 1: Open the WhatsApp Business app.
2. Step 2: On Android, tap More options. On iPhone, tap Settings.
3. Step 3: Tap Business tools > Facebook & Instagram.
4. Step 4: Tap Facebook > Continue. This will open the Facebook login page.
5. Step 5: Enter the login information for your Facebook account. Tap Log In.
6. Step 6: Select the Facebook Page you want to link to your WhatsApp Business account. Tap Connect WhatsApp. .
7. Step 7: If you don’t have a Facebook Page, you’ll have the option to create one.
8. Step 8: You’ll now see a WhatsApp button on your Facebook page.
9. Step 9: Once you return to the WhatsApp Business app, you’ll see your linked Facebook Page at the top of the Facebook & Instagram screen.

How to Sign Up using the WhatsApp Business App

Step 1: Start the Signup Process

    •    Navigate to Settings > WhatsApp > Signup with Facebook

       Step 2: Continue with Signup

            •    Follow the on-screen instructions to proceed with the registration.

Step 3: Connect to LeadConnector

    •    Click Get Started to link your WhatsApp Business account with LeadConnector.

Step 4: Enter Your Business Information

    •    Fill in the necessary business details as prompted.

Step 5: Select Onboarding Type

    •    Choose “Connect your existing WhatsApp Business App” for seamless integration.

Step 6: Confirm WhatsApp Business App Connection

    •    Share your existing WhatsApp Business account with LeadConnector.

    •    You will retain full access to the WhatsApp Business App while using the CRM.

Connect your existing WhatsApp Business app
Share your WhatsApp Business account with LeadConnector. You'll still have full access to your WhatsApp Business app and can continue using it

Step 7: Add a WhatsApp Phone Number

    •    Enter the WhatsApp number you want to connect.

Step 8: Verify or Edit Your WhatsApp Business Account

    •    Ensure all details are correct before proceeding.

Step 9: Import Contacts & Chat History

    •    Import contacts and up to six months of chat history from the WhatsApp Business App to LeadConnector.

    •    Important: Update your WhatsApp Business App to the latest version before proceeding.

    •    Look for a message from the official Facebook business account and scan the QR code.

Step 10: Connect to the Business Platform

    •    Scan the QR code to complete the connection.

    •    You can continue using your WhatsApp Business App along with the Business Platform.

Step 11: Share Chat History & Contacts

    •    Your contacts and conversations will be securely synced with LeadConnector.

Step 12: Setup Complete!

    •    Your WhatsApp Business App is now successfully integrated with LeadConnector!

NOTE
1. Sending template messages is not supported via WhatsApp Business App, it can only be send through the CRM
2. You will be able to manage your WhatsApp profile from the WhatsApp Business App, and not from the CRM
3. You can only have maximum of one phone number under coexistence

Agency Setup

Pre-requisites for Auto-Reselling

Connect your Agency Stripe Account

Your agency Stripe account will be used to collect subscription payments for WhatsApp from your clients. You can connect your agency Stripe account to your agency by following this helpful article: How to Connect Stripe to Agency.

Note: You can also Direct Deploy WhatsApp if you do not have a Stripe connected. However, this will charge your agency Card on file, skipping the reselling feature. 

How to set Set Reselling Amount in High Level.

Setting Up Reselling

In the reselling tab of agency settings, you can offer WhatsApp and set your pricing for subaccounts. This allows you to charge your clients a markup while HighLevel bills you at a fixed rate. When a client wants to, they can then purchase WhatsApp at this marked-up price. Allowing you to recoup the HighLevel price we charge you and then make a profit every month.

After setting this up in the Agency, a Sub-Account can purchase it themselves, which will then charge the card on file for that Sub-Account.

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Direct Deployment (Skipping Rebilling)

If you want to skip the rebilling to deploy WhatsApp to a specific Sub-Account without rebilling or markup, you can do this from the Manage Sub-Account Tab. This will charge your Agency Card on file, located in your Company Billing Tab. 

Navigate to the Agency View > Sub-Accounts > Find the Sub-Account, then click Manage Sub-Account

Scroll down to Re-Sell WhatsApp, then check the Deploy directly box, then Pay Now. This will charge your Agency Card on file, located in your Company Billing Tab. 

Learn more about WhatsApp Agency Setup.

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.

How to Create a WhatsApp Template

Templates are used to begin business-initiated conversations, though this is not their only use. You will need to create and have Meta (owner of WhatsApp) approve your templates. 

Learn how to create a WhatsApp Template.

WhatsApp Overview 

Nearly everything you need to know about WhatsApp.

Introduction

Welcome to this comprehensive guide on WhatsApp. In this video, we'll cover everything from setting up your account, understanding sending limits and pricing, to utilizing WhatsApp efficiently within High Level. Let's dive in!

What is WhatsApp and Why Does it Matter?

WhatsApp is a messaging platform which boasts over 2 billion users globally. Unlike SMS, WhatsApp is worldwide, anyone with a WhatsApp account and internet connection can use it. Further, WhatsApp can be significantly cheaper than standard SMS messages.

Subaccount Setup

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. 

You will need a Facebook Account and a Facebook Meta Business Account. (Learn what a Meta Business Account is here.)

Opening a New Conversation

Unless a customer sends you a message, you must utilize a Template to send a new message to a customer. Until a customer responds, you can only send approved templates to customers. 

For example, in HighLevel, unless the customer sends you a message within 24 hours, you will see a prompt to send a template. You can only send templates until the customer responds.

Conversations are opened when you send a template message or free-form message under the following conditions.

[Business-Initiated] Marketing, Utility, and Authentication Conversations

Marketing, utility, and authentication conversations are opened when you send an approved marketing, utility, or authentication template message to a customer and no open conversation with that category exists between you and that customer.

For example, if an open authentication conversation exists between you and a customer and you send them another authentication template message within 24 hours, a new conversation is not opened. If you send them a marketing message, however, a new marketing conversation is opened, resulting in two open conversations.

[Business-Initiated] Service Conversations

Service conversations are opened when you are within a customer service window, you send a free-form message to a customer, and no open conversation of any category exists between you and the customer.

For example, if an open conversation of any category exists between you and a customer and you send them a free-form message within 24 hours, no new conversation is opened. However, if no open conversation exists and the customer messages you (which starts a customer service window) and you reply within 24 hours with a free-form message, a new service conversation is opened.

[Customer-Initiated] Customer Service Windows

When a customer messages you, a 24-hour timer called a customer service window starts. If you are within the window, you can send free-form messages or template messages. If you are outside the window, you can only send template messages.

Multiple Conversations

It is possible to have multiple open conversations between you and a customer. This can happen in the following situations:

An open marketing, utility, or authentication conversation exists between you and a customer and you send them a template message of a different category within 24 hours.

An open service conversation exists between you and a customer and you send them a template message within 24 hours.

Duration of Conversations

Marketing, utility, authentication, and service conversations last 24 hours unless closed by a newly opened free-entry point conversation.

Free-entry point conversations last 72 hours.

WhatsApp Pricing

Unlike SMS, WhatsApp charges per conversation. Only business-initiated conversations are charged. The charge varies depending on the Template Category and country. All Customer-initiated or Free point conversations are free and are not charged. You must have a WhatsApp Subscription on the Sub-Account as well, which is charged the HighLevel Price of $10/mo. 

[WhatsApp Sub-Account Subscription]: $10/mo

[New Business-Initiated Conversation]: The amount charged is based on the template category used and the recipient's country.

[Free Entry Point Pricing]: No charge

Template Pricing (New Business-Initiated Conversations)

*Pricing is subject to change from time to time as per Meta’s policy*.

Conclusion

WhatsApp, when integrated with High Level, offers powerful tools for efficient communication and automation in your business workflows. Explore the possibilities today and enhance your business's messaging capabilities!

FAQs

Q. If a contact sends me a WhatsApp Message, and then an SMS message, can I reply on both?

Yes, you will select the option you want to reply to. Also, we have color-coated and labeled all inbound messages by channel. WhatsApp is a Channel and SMS and a Channel. The only part is you will need to select the correct channel when replying.

Q. You have already linked the maximum number of phone numbers allowed for this business account. Delete a phone number to continue or request additional numbers.

Meta allows you to have only two phone numbers per WABA account

Q. I am getting Message Undeliverable error

Reasons can include:

• The recipient phone number is not a WhatsApp phone number.

• Sending an authentication template to a WhatsApp user who has a +91 country calling code (India). Authentication templates currently cannot be sent to WhatsApp users in India.

• The message was not delivered to create a high quality user experience. See Per-User Marketing Template Message Limits.

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Q. Failed to send a message because this user's phone number is part of an experiment

Starting June 14, 2023, roughly 1% of WhatsApp users will not receive marketing template messages from any business unless one of the following conditions is met:

• a customer service window exists between the customer and the business

• an open marketing conversation exists between the customer and the business

• an open free-entry point conversation exists between the customer and the business

If you send a marketing template message to a customer who is part of the experiment group, your message will not be sent and you will not be billed for it since no conversation was created

Q. What is Per-User Marketing Template Message Limits

To create high-quality user experiences and maximize marketing template message engagement, we may limit the number of marketing template messages a person receives from any business in a given period of time, starting with a small number of conversations that are less likely to be read. Note that the limit is determined based on the number of marketing template messages that person has already received from any business, and is not related to your business specifically.

The limit only applies to marketing template messages that would normally open a new marketing conversation. If a marketing conversation is already open between you and a WhatsApp user, marketing template messages sent to the user will not be affected.

Q. Customers are not able to see my Business name on their WhatsApp app, instead they are seeing the phone numberYou need to Verify your business on Meta. You will Get 1,000+ daily business-initiated conversations and show your business name in chat with customers. Submit business documents in Business Manager to verify your business.

Q. I am getting Message Undeliverable error

Reasons can include:

• The recipient phone number is not a WhatsApp phone number.

• Sending an authentication template to a WhatsApp user who has a +91 country calling code (India). Authentication templates currently cannot be sent to WhatsApp users in India.

• The message was not delivered to create a high quality user experience. See Per-User Marketing Template Message Limits.

Q. Failed to send a message because this user's phone number is part of an experiment

Starting June 14, 2023, roughly 1% of WhatsApp users will not receive marketing template messages from any business unless one of the following conditions is met:

• a customer service window exists between the customer and the business

• an open marketing conversation exists between the customer and the business

• an open free-entry point conversation exists between the customer and the business

If you send a marketing template message to a customer who is part of the experiment group, your message will not be sent and you will not be billed for it since no conversation was created

Q. Can I use an LC/Twilio number on WhatsApp even if my A2P 10DLC registration is incomplete?

Yes, you can use the number to register on WhatsApp. However, it is highly recommended that you complete the A2P 10DLC registration for better compliance and reliability.

Q. Customers are not able to see my Business name on their WhatsApp app, instead they are seeing the phone number