WhatsApp & Messenger Setup

Connect WhatsApp Business and Facebook Messenger to communicate with guests through their preferred messaging apps. All messages flow through your unified inbox in HelloShift.

Overview

Requirements

• HelloShift Guest Messaging plan or higher

• A Facebook account (personal or business)

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

• For Messenger: A Facebook Page for your property

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. Select the WhatsApp sub-tab

4. 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

Facebook Messenger Setup

Connect your Facebook Page to receive Messenger conversations.

What You'll Need

• A Facebook account that manages your property's Facebook Page

• A Facebook Page for your property (create one if needed)

Step 1: Start the Connection

1. Go to Admin > Integrations

2. Click the Meta tab

3. Select the Messenger sub-tab

4. Click Connect Messenger

Step 2: Complete Facebook Login

A popup window will guide you through:

1. Log in to Facebook - Use the account that manages your Page

2. Select Your Page - Choose which Facebook Page to connect

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

Step 3: Confirm Connection

Once complete:

• Your connected Page name displays on the Meta integration page

• Messenger conversations appear in your HelloShift inbox

• Guests can message you via your Facebook Page

Creating a Facebook Page

If you don't have a Facebook Page:

1. Go to facebook.com/pages/create

2. Create a Business or Brand page

3. Enter your property name and details

4. Complete page setup (profile photo, cover photo, contact info)

5. Return to HelloShift to connect

Disconnecting Messenger

To disconnect:

1. Go to Admin > Integrations > Meta > Messenger

2. Click Disconnect Messenger

3. Confirm the disconnection

Channel Priority Settings

After connecting WhatsApp and/or Messenger, 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

Facebook Messenger:

1. Guest visits your Facebook Page

2. Clicks Message button

3. Sends a message

4. Message appears in HelloShift inbox

5. Staff replies from HelloShift

6. Guest receives reply in Messenger

Unified Conversation View

All channels appear in one thread:

• SMS messages

• WhatsApp messages

• Facebook Messenger

• 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 Automation > Scheduled Jobs

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

Messenger not receiving messages

Possible Causes:

• Page not properly connected

• Permissions not granted

• Page messaging disabled

Solutions:

• Reconnect Messenger in Admin > Integrations > Meta

• Check Facebook Page settings - ensure messaging is enabled

• Verify HelloShift has message permissions

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