WhatsApp Setup

Connect WhatsApp Business to communicate with guests through the messaging app they already use. All messages flow through your unified inbox in HelloShift.

Overview

Requirements

• HelloShift Guest plan or higher

• A Facebook account (personal or business)

• A phone number for WhatsApp (can be new or existing)

WhatsApp Business Setup

Connect WhatsApp using Meta's Embedded Signup - a simple OAuth flow that takes less than 5 minutes.

What You'll Need

• A Facebook account (personal or business)

• A phone number for WhatsApp (can be new or existing)

• Your business name and address

Step 1: Start the Connection

1. Go to Admin > Integrations

2. Click the Meta tab

3. Click Connect WhatsApp

Step 2: Complete Meta Signup

A popup window will guide you through the Meta Embedded Signup:

1. Log in to Facebook - Use your personal or business Facebook account

2. Select or Create WhatsApp Business Account - Choose an existing account or create a new one

3. Enter Business Details - Provide your business name and address

4. Verify Phone Number - Enter and verify your WhatsApp phone number via SMS or voice call

5. Grant Permissions - Allow HelloShift to send and receive messages

Step 3: Confirm Connection

Once complete:

• Your connected phone number displays on the Meta integration page

• WhatsApp appears as a channel option in guest messaging

• You're ready to send and receive WhatsApp messages

Disconnecting WhatsApp

To disconnect:

1. Go to Admin > Integrations > Meta > WhatsApp

2. Click Disconnect WhatsApp

3. Confirm the disconnection

Channel Priority Settings

After connecting WhatsApp, configure when to use each channel.

Setting Channel Priority

1. Go to Admin > Settings > Guest > Messaging

2. Find Order of Channels

3. Select your preferred order:

WhatsApp Messaging Rules

WhatsApp has specific rules about when and how you can message guests.

24-Hour Messaging Window

Template Messages

Template messages are pre-approved by Meta for proactive outreach.

When to use templates:

• First message to a guest

• Re-engaging after 24 hours of silence

• Automated pre-arrival messages

Template categories:

• Transactional: Booking confirmations, check-in reminders

• Appointment: Arrival reminders

• Post-purchase: Thank you, feedback requests

Creating WhatsApp Snippets

1. Go to Guest > Snippets

2. Click New Snippet

3. Select type WhatsApp

4. Enter your message content

5. Use variables for personalization:

   • {{firstName}} - Guest's first name

   • {{confirmationNumber}} - Reservation number

   • {{arrivalDate}} - Check-in date

   • {{roomNumber}} - Room number

6. Set status to Active

Guest Experience

How Guests Message You

WhatsApp:

1. Guest saves your WhatsApp number

2. Sends a message via WhatsApp app

3. Message appears in HelloShift inbox

4. Staff replies from HelloShift

5. Guest receives reply in WhatsApp

Unified Conversation View

All channels appear in one thread:

• SMS messages

• WhatsApp messages

• Email

Staff can reply from any channel; HelloShift routes via the guest's preferred channel.

Sending Messages

Manual Messages

1. Open guest conversation

2. Type your message

3. Click Send (uses channel priority)

Or select specific channel:

• Click channel icon to send via specific platform

Automated Messages

Create automations that use WhatsApp:

1. Go to AI & Automation > Scheduled Automations

2. Create or edit an automation

3. Select WhatsApp as the channel

4. Choose a WhatsApp-type snippet

5. Save and activate

Note: Automated WhatsApp messages should use template-style content for reliability.

Opt-In and Compliance

WhatsApp Opt-In

• Guest consent is recorded when they first message you

• Stored with timestamp

• Required for GDPR compliance

• Guests can opt out by texting "STOP"

Opt-Out Handling

When a guest texts "STOP" (or similar):

• All messaging is paused for that guest

• "Do Not Send" flag is set

• Staff can manually re-enable if guest requests

Recognized opt-out words:

• STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT

Best Practices

Message Timing

Message Content

1. Keep it brief: WhatsApp messages should be concise

2. Personalize: Use guest name and relevant details

3. Include action: Clear next step (click link, reply, etc.)

4. Professional tone: Friendly but professional

Channel Selection

Troubleshooting

WhatsApp connection failed

Possible Causes:

• Facebook login interrupted

• Phone number already registered with another WhatsApp Business Account

• Browser blocked the popup

Solutions:

• Try again with popups enabled

• Use a different phone number

• Clear browser cache and retry

WhatsApp messages not delivering

Possible Causes:

• Guest's number not on WhatsApp

• Outside 24-hour window without template

• Phone number not verified

Solutions:

• Verify guest has WhatsApp

• Use template messages for proactive outreach

• Check phone number verification in Meta Business Manager

Guest shows as opted out

Possible Causes:

• Guest sent STOP previously

• Manual opt-out by staff

Solutions:

• Check guest's "Do Not Send" status

• Clear flag if guest wants to re-subscribe

• Guest can re-opt-in by messaging you

Related Articles

• All About Guest Messaging - Complete messaging guide

• Snippets & Templates - Message templates

• Guest Automations - Automated messaging

• Twilio Setup - SMS configuration