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WhatsApp Business Messaging Connector

1. Feature Overview

The WhatsApp Messaging Connector enables you to integrate your WhatsApp business account with LeadSquared. Once integrated, you’ll be able to –

  • Convert more leads through WhatsApp messaging
  • Set up Automations to send notifications and reminders
  • Send personalized messages based on a lead’s preferences
  • Track delivery and reads to re-engage leads and close opportunities

For frequently asked questions, see WhatsApp Business FAQs.

 

2. Prerequisites

You must meet the following prerequisites before installing and configuring the WhatsApp Messaging Connector –

  1. Get an Approved WhatsApp Business Number and Account
  2. Submit Message Templates for Approval

 

2.1 Get an Approved WhatsApp Business Number and Account

To get an approved WhatsApp business number and account, you can either reach out to your LeadSquared account representative or email us at sales@leadsquared.com. Alternatively, you can approach a WhatsApp solution provider like Infobip, Kaleyra, or Gupshup. In case you already have an approved WhatsApp business profile with either solution provider, you can directly pass your credentials to the WhatsApp Messaging Connector.

 

2.2 Submit Message Templates for Approval

Message templates will be used to send notifications, alerts, updates, etc., to your leads. These will allow you to send only the template identifier along with the appropriate parameters instead of the full message content.

You must submit the templates for approval to your existing solution provider or to us at support@leadsquared.com. The templates will be reviewed by WhatsApp to ensure that they don’t violate any of their policies. The approval process may take around 24-48 hours.

Once approved, your templates will be uploaded to LeadSquared. If your templates were approved by Infobip, Kaleyra or Gupshup, contact us at support@leadsquared.com to get them uploaded to your LeadSquared account.

Here are some guidelines you should follow while creating templates –

  • The message template name can only contain lowercase alphanumeric characters and underscores ( _ ). No other characters or white space are allowed.
  • The message content should be a string of no more than 1024 characters, with no newlines, tabs, or more than 4 consecutive spaces and variables indicated with {{#}} where the number represents the variable index. Variables must begin counting at {{1}}.

Examples
Common template categories include Account Update, Alert Update, Appointment Update, Issue Resolution, Payment Update, Personal Finance Update, etc.

Here’s what a welcome message may look like –

“Welcome {{1}}. We look forward to serving you on WhatsApp.”

And here’s a sample order confirmation message (order_confirmation can be the message name) –

“Your order {{1}} for a total of {{2}} is confirmed. The expected delivery is {{3}}.”

Note: If a lead sends you a message first, you have a 24-hour customer care window to reply. Messages sent within customer care window don’t need to follow a template. The 24-hour customer window restarts each time the lead sends a new inbound message.

 

3. Opt-In & Opt-Out Guidelines

You must receive an explicit opt-in before sending messages to your leads. Users must explicitly sign up to receive messages from your business by a user action, such as entering a phone number or checking a box to indicate consent. Users must be made aware of the type(s) of messaging they are signing up for.

We recommend keeping a record of customer opt-ins within CRM. Users can provide consent via any channel your business uses for communication such as Web Form, App, Email, SMS, etc. The partner and WhatsApp will monitor if the Opt-in rules are violated and will ask you to demonstrate proof of opt-in based on quality signals.
For more information, see How to Get Opt-In for WhatsApp.

 

4. Rate Limits and Quality Monitoring

Approved WhatsApp users are initially limited to 1,000 unique message recipients a day. Customers intending to message with more than 1,000 unique leads should gradually roll out their WhatsApp launch over the course of time.
For more information, see WhatsApp Rate Limiting.

Quality ratings show how messages have been received by your leads. To maintain high quality, follow these best practices –

  • Make sure messages follow the WhatsApp Business Policy.
  • Only send messages to customers who have opted-in to receiving messages from your business.
  • Make the messages highly personalized and useful to customers.
  • Be mindful of messaging frequency; avoid sending customers too many messages a day.

 

5. Pricing and Availability

WhatsApp Business is available globally. Set-up fees & per-message costs vary from country to country and also depend on the type of message. Get in touch with us at sales@leadsquared.com or contact your LeadSquared account representative for more information.

 

6. Installation & Configuration

To install the WhatsApp Messaging Connector, login to your LeadSquared account –

  1. On the main menu, navigate to Apps>Apps Marketplace.
  2. Search for the ‘WhatsApp’ or select the Messaging category on the left pane.
  3. Click Install.

install whatsapp connector

Once installed, hover your cursor over the settingsSettings iconicon, then click Configure.

whats app configs

On the Configure WhatsApp pop-up, choose a service provider –

 

6.1 Infobip

Infobip is a cloud communication solution that helps business manage all their communication channels through a single platform. LeadSquared offers easy WhatsApp integration through Infobip. For integration details, see LeadSquared WhatsApp Integration with Infobip.

 

6.2 WhatsApp Client

Instead of directly exposing a public REST API, WhatsApp requires deploying a WhatsApp API Client. This enables end-to-end encryption, media storage and permanent connection to the WhatsApp network. When connecting WhatsApp to LeadSquared you can leverage our WhatsApp API Client hosting solution or your own hosted client for connection.

  • To get access to the WhatsApp API client hosted by LeadSquared, please contact us at sales@leadsquared.com.
  • If you already have your own hosted WhatsApp API client, enter the required information in the pop-up below

Click Save when you’re done.

whats app connector client config

FieldDescription
Client Base URLThe base URL for the API client. If you’re using the LeadSquared hosted API enter the URL provided to you.
WhatsApp NumberYour WhatsApp business number
UsernameYour WhatsApp business account username
PasswordYour WhatsApp business account password
Activity MappingThis maps your WhatsApp messages to an activity in LeadSquared. You may leave it at the default ‘WhatsApp Message’ activity or select another activity.

 

6.3 Kaleyra

If your service provider is Kaleyra, select the Kaleyra option and enter your Base URL, API Key and WhatsApp Number. Then select your preferred activity mapping (see the table above), and click Save.

Kaleyra configs for whatsapp connector

 

6.4 Gupshup

Gupshup enables businesses to build engaging conversational experiences seamlessly across 30+ messaging channels using a single API. LeadSquared offers easy WhatsApp integration through Gupshup. For integration details, see LeadSquared WhatsApp Integration with Gupshup.

 

7. Adding WhatsApp Templates to LeadSquared

Once your templates have been approved (see Submit Message Templates for Approval), you can add them to your LeadSquared account.

  1. On your main menu, navigate to Apps>WhatsApp Templates.*
  2. Click Add Template.
  3. Enter the Name, Namespace, and Content of your message template.
  4. Click Save

* If the option doesn’t show up on the menu, you may have to re-install the WhatsApp Connector.

Whatsapp templates

Be sure to enter the exact template content that was approved. Characters are case-sensitive.

Add new whatsapp templates

Note: Gupshup doesn’t require a Namespace field while creating a new template.

 

8. Sending WhatsApp Messages to Leads

You can now send WhatsApp messages to your leads. The Send WhatsApp Message option is available on the Manage Leads and Lead Details pages as well as in Automation.

 

8.1 Prerequisites

  1. The WhatsApp Messaging Connector must be installed and configured correctly with a service provider and an approved WhatsApp number (See the Installation & Configuration section above).
  2. You must have at least one approved WhatsApp template configured in your LeadSquared account (See the Submit Message Templates for Approval section above).
  3. The lead you’re messaging must have a valid WhatsApp enabled number in ‘Phone Number’ field.

 

8.2 Manage Leads Page

To send a WhatsApp message to a single lead,

  1. Navigate to Leads>Manage Leads.
  2. Hover your cursor over the settingssettingswheel, then click WhatsApp (if you have multiple messaging connectors installed, the WhatsApp option will appear when you hover over Messaging).

whatsapp leads

On the Send WhatsApp Message pop-up, select a template from the dropdown, then click Send.

WhatsApp

To send a WhatsApp messages in bulk (to multiple leads),

  1. Select the leads on the Manage Leads page.
  2. Hover your cursor over the Actions menu, hover over Messaging, then click WhatsApp.
  3. Select a template and click Send.

whatsapp in bulk

 

8.3 Manage Lists

You can also send messages to lists from the Manage Lists page,

  1. Navigate to Leads>Manage Lists.
  2. Alongside a list, under the Actions column, hover your cursor over the settings Settings icon wheel, under Messaging, select WhatsApp.

WhatsApp to Lists

 

8.4 Lead Details Page

Click on a lead on the Manage Leads page to navigate to the Lead Details page. Hover your cursor over the Lead Actions menu, then click the WhatsApp option (if you have multiple messaging connectors installed, the WhatsApp option will appear when you hover over Messaging).

Lead details whatsapp leads

 

8.5 Automation

You can set up a lead-based automation to send messages to your leads when certain triggers and conditions are executed.

  1. Navigate to Workflow>Automation.
  2. Click Create Automation.
  3. Choose an automation template or build one from scratch.
  4. Select a trigger*.
  5. Click the expand icon under the trigger, under Actions, click Messaging, then click WhatsApp.
  6. Choose a template, then click Save.
  7. When you’re done, click Publish to set the automation live.

* The WhatsApp messaging option appears on Lead, Activity and Task triggers.

whats app automation

 

8.6 Service Window

On the Send WhatsApp Message pop-up, you will find the Service Window. While using this window, you should remember the following –

  • The first message you send to a lead on WhatsApp can only be a template message. Navigate to Apps>WhatsApp Templates to add or edit a template.
  • You cannot edit the template message in the Send WhatsApp Message pop-up.
  • If a lead replies to your first message, Inactive will change to Active for a 24-hours.
  • During this 24-hour window, you can send multiple customized messages, along with template messages.
  • This window will get reset every time the lead replies to a message.

WhatsApp

Note: If you Add Another Number, you cannot send a custom reply, and the service window on the top-right corner of the pop-up will show N/A (not applicable).

 

9. WhatsApp Message Activities

When a WhatsApp message is triggered through automation or the manage leads page, an activity of type WhatsApp Message is created against each corresponding lead.

Note: The activity type that gets posted is configurable from the WhatsApp Messaging Connector configurations (See Installation and Configuration above).

The WhatsApp Message activity has the following parameters –

ParameterDescription
StatusSentMessage sent by you was received by the server.
DeliveredMessage sent by you was delivered to lead’s device.
ReadMessage sent by you was read by the lead.
FailedMessage sent by your business failed to send. For more information, see Whatsapp API Error Messages.
DeletedMessages sent were deleted by the lead (ideally, you should ensure that the message is deleted from your system if it was downloaded from the server).
NotesNotes in the activity will contain the template name along with the actual text that was sent to the lead.

You can view WhatsApp Message activities on the corresponding lead’s details page, in the activity stream –

view whatsapp activities

A WhatsApp message activity update notification will be posted once the delivery receipt or read receipts are received for a particular message –

whats app activity update

Click the View Activity link shown in the screenshot above to view more details –

whatsapp activity details

When a lead responds to a WhatsApp message, you’ll see an inbound activity posted on the lead details page –

whats app inbound activity

 

10. Receiving Inbound Attachments

We support incoming attachments for integrations configured through Kaleyra and Infobip.

No.Media TypeMedia FormatKaleyra Infobip 
1TextCharacter Count4096 characters supported2000 characters supported
2ImagesJPG/JPEGSupportedSupported
PNGSupportedSupported
GIFConverted to VideoConverted to Video
3AudioAACSupportedSupported
MP3SupportedSupported
AMRKaleyra account URL is displayed and file gets downloadedNeed to login to Infobip portal to play audio
M4ASupportedSupported
OGGSupportedSupported
WAVSupportedSupported
OPUSSupportedSupported
12VideoMP4SupportedSupported
AVISupported but Kaleyra account URL is displayedNeed to login to Infobip portal to view video
3GPNot Supported by WhatsAppNot Supported by WhatsApp
15DocumentsPDFSupportedSupported
PPT(X)SupportedSupported
DOC(X)SupportedSupported
XLS(X)SupportedSupported
TXTSupportedSupported
20LocationCurrent LocationSupportedSupported
Live LocationNot SupportedNot Supported
Google MapsSupportedSupported
23ContactContactOnly First Name, Last Name, Contact number, Phone Type are supported.Only First Name, Last Name, Contact number, Phone Type are supported.

These attachments can be viewed from the Activity History tab on the Lead Details page.

Here’s a sample inbound message with a location attachment. A View Attachments link will appear if an inbound file has been received in (document, video, audio, or image). Clicking the link will open the following pop-up.

inbound attachments whatsapp

Click the link to view the attachment.

whatsapp attachment link

Here’s a sample message with a location attachment. Clicking the link will direct you to the location on google maps.

whatsapp messages location

 

11. WhatsApp Reports

These reports show the level of engagement between your business and your leads through WhatsApp. To view these reports, navigate to Apps>WhatsApp Reports. You can –

  • View reports for Incoming Messages and Outgoing Messages.
  • Filter by date by using the default options available, or by creating a custom date range.
  • View usage by each application for outgoing messages, such as one-on-one, bulk and automated messages.

WhatsApp Reports

 

Any Questions?

Was this article helpful? If you still have doubts, check out the WhatsApp Connector FAQs. Also, feel free to leave us a comment below.