WhatsApp Business lets Thoughtly agents send and receive WhatsApp messages through connected business numbers. Use it for mobile-first conversations, international follow-up, appointment reminders, and ongoing customer engagement.
WhatsApp has strict messaging rules. Outside the customer-service window, outbound messages generally require approved message templates. Make sure your workflow follows WhatsApp and local messaging rules.
Prerequisites
Before connecting WhatsApp, make sure you have:
- A WhatsApp Business account
- A business portfolio or Meta Business setup where required
- A phone number eligible for WhatsApp Business messaging
- Any required approved message templates for outbound outreach
- Admin access in Thoughtly
Connect WhatsApp
- Go to the WhatsApp or Channels page in Thoughtly.
- Choose Connect WhatsApp Business.
- Follow the authorization flow for your WhatsApp Business account.
- Select or import the phone numbers you want to use.
- Assign each number to the appropriate Thoughtly agent.
After a number is connected, incoming WhatsApp messages can be routed to the linked agent where supported.
24-hour customer-service window
WhatsApp allows businesses to send freeform replies within the customer-service window after a user messages the business. Outside that window, outbound messages generally need to use approved templates.
| Message type | When to use |
|---|
| Freeform message | Responding within the active customer-service window |
| Template message | Starting or re-opening a conversation outside the window |
Automation actions
Depending on your workspace configuration, WhatsApp actions may include:
- Start WhatsApp Conversation — start or continue a conversation with a selected agent and WhatsApp number.
- Send WhatsApp Message — send a freeform message when allowed.
- Send WhatsApp Template — send an approved template with variables.
Template variables
When sending a template, map Thoughtly variables into the template fields. For example:
Hi {{ contact.first_name }}, this is a reminder for your appointment on {{ appointment.date }}.
Troubleshooting
Message appears sent but later fails
WhatsApp and messaging providers may accept a request first and send a failure webhook later. Check the run logs, History, or message status to see the final delivery result.
Template is rejected
Confirm the template is approved in WhatsApp Manager and that all required variables are provided.
The customer-service window may have expired. Use an approved template to re-open the conversation.
See also
