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
  • Add multiple WhatsApp numbers
  • Engage in real-time conversations through LeadSquared Converse
  • 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 approved WhatsApp Business numbers and accounts
  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, Zoko, 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:

  • Variables (e.g., {{1}}, {{2}}) can later be replaced using Leadsquared mail merge fields like lead’s first name, lead’s course interest, lead’s product interest, etc.
  • 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

To install the WhatsApp Messaging Connector –

  1. From the main menu, navigate to Apps>Apps Marketplace.
  2. Search for WhatsApp Business, and click Install.
    • Alternatively, you’ll find the connector listed under the Messaging tab.
  3. Once installed, hover your cursor over Settings icon and click Configure.
  4. On the Configure WhatsApp Business pop-up, click Add Number.

Integrate WhatsApp with LeadSquared

 

7. Configuration

Once the connector is installed, add and configure your WhatsApp phone numbers to the connector. To do this, enter –

7.1 Basic Details

LeadSquared WhatsApp Integration

FieldDescription
WhatsApp Business NumberSelect the country code, and provide your WhatsApp business number. This field is mandatory.
Account NameProvide a relevant name for your connector. This field is mandatory.
Allow Lead Generation on incoming messageClick Slider to allow automatic lead creation when you receive messages from unknown mobile numbers.
Lead SourceFrom the dropdown, select a lead source for your leads.

Once you’re done, click Next.

 

7.2 Service Provider

From the available options, choose a service provider –

LeadSquared WhatsApp Integration

 

WhatsApp Client

Authentication Set-up

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 following details –

LeadSquared WhatsApp Integration

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

Once you’re done entering all the details, click Next.

 

Converse Settings

Note: Converse integration is currently not supported for WhatsApp Client. Please skip this section, and click Next.

LeadSquared WhatsApp Integration

 

Advanced Settings

In this screen, you must map –

  • Activity Mapping – A LeadSquared activity field to your WhatsApp messages. This is the activity that will be posted every time a WhatsApp message is sent or received.
  • Default WhatsApp Number Fields – The number you set as the default phone number will be automatically selected when you’re sending a WhatsApp message to a lead. You can also select other numbers that are available from the Add Another Number dropdown.
  • Default Country Code – The default country code will be used to send messages to a phone number that’s stored in a custom field, if no country code is listed.
  • Enable Rich Media Template Support – If you want to include media files in your WhatsApp message, you must enable the Slider slider.
  • Compliance Type – Here, you can select the compliance type for the WhatsApp template, by choosing either WhatsApp Opt-out or Opt-in.
  • WhatsApp Opt-out – From the dropdown, select a lead field for the WhatsApp opt-in/opt-out functionality. Your leads can opt-in or out of receiving WhatsApp messages on the basis of this field.

LeadSquared WhatsApp Integration

Once you’re done entering the required details, click Save & Close.

 

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.

 

Zoko

Zoko’s WhatsApp self-serve solution helps you engage your customers in a simple, secure and reliable way. Zoko facilitates customer support and other marketing efforts through WhatsApp. To know more, refer to LeadSquared WhatsApp Integration with Zoko.

 

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.

 

Kaleyra

To integrate Kaleyra with LeadSquared, refer to How to integrate Kalyera with LeadSquared.

LeadSquared WhatsApp Integration

 

8. Integrate LeadSquared Converse with WhatsApp

LeadSquared Converse is an instant messaging feature that allows you to have real-time conversations with your leads via WhatsApp. To integrate LeadSquared Converse with WhatsApp, refer to LeadSquared Converse.

Note: Templates with interactive buttons are not supported in Converse.

LeadSquared WhatsApp Integration

 

9. Add Multiple WhatsApp Numbers

You can add multiple WhatsApp numbers, through which you can send messages. These numbers can be configured across different service providers. To add multiple numbers, on the Configure WhatsApp Business pop-up, click the Add Number button. The steps to add a number are the same as ones listed in the previous section.

Integrate WhatsApp with LeadSquared

 

10. 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.

Note:

  • *If the option doesn’t show up on the menu, you may have to re-install the WhatsApp Connector.
  • Be sure to enter the exact template content that was approved. Characters are case-sensitive.
  • Gupshup doesn’t require a Namespace field while creating a new template.

Integrate WhatsApp with LeadSquared

 

10.1 Adding Media to WhatsApp Templates

You can add media to your WhatsApp templates.

Note:

  • If you add Media to your template, you’ll not be able to add a Header to the same template.
  • All attachment URLs must be public.
  • Templates with interactive buttons are not supported.
  1. On the WhatsApp Templates screen, click the Add Template button.
    • To add the media file against an existing template, click the icon.
  2. On the Add/Modify Template pop-up, against Media Attachments, toggle the Slider slider.
  3. To attach an image, click Image. To attach a document file, click Document. To attach a video file, click Video.
  4. Alongside Select Attachment Type, select Static.
  5. You can insert the file into the template by entering the file URL in the Details field. Alternatively, you can attach the file from your desktop by clicking the attachment icon icon , to upload it.
  6. To use this template in your LeadSquared Converse, enable the Checkbox alongside Available in Converse. This ensures the template is displayed in the Converse chat window.
  7. Once you’re done, click Save. Once the file is successfully saved, you will get a message denoting the same on the bottom-left corner.

LeadSquared WhatsApp Integration

 

The media file types that are supported are –

Service ProvidersImage FileVideo FileDocument FileText Header and FooterButton Templates
KaleyraSupportedSupportedSupportedSupportedSupported
InfobipSupportedSupportedSupportedSupportedSupported
WhatsApp ClientSupportedSupportedSupportedSupportedSupported
GupshupSupportedSupportedSupportedSupportedSupported

The media file type formats are –

File TypeFormatSize
Imagesimage/jpeg, image/png5 MB
Videosvideo/mp4, video/3gpp16 MB
DocumentsPDFs100 MB
Text Header and FooterHeader, text content, and footer

To know more about how to attach media to your WhatsApp templates, please refer to WhatsApp Media.

 

10.2 Sending Media Dynamically through Automation

You can send media attachments dynamically in WhatsApp messages to your leads, using automation. Examples of this feature in action are –

  • Travel websites that send you PDF files of your tickets when you’ve made a flight booking.
  • Insurance companies that send you PDFs with the details of your newly purchased insurance package.
  • Colleges/schools dynamically sending report cards to each student.
  • Invoices sent as attachments to customers after purchases, on renewal dates, etc.

First, you’ll need to decide where you want to store the documents/images (invoices, tickets, student reports, etc.). They can be stored in either a lead or activity field of text type. To learn how to create new custom fields for leads, see How to Create Custom Lead Fields, for activities, see How to Create Custom Activity Types.

Next, while creating a WhatsApp template, click the Dynamic radio button highlighted below and enter the following details.

  • Default File Name (only applicable to document type template) – The default file name of the attachment. For example, Invoice, Ticket, etc.
  • Object – Specify the object where the attachment URL is being stored. As mentioned above this could be either Lead or Activity.
  • Field – Specify the field in which the attachment is being stored.
  • Document Details (Default Value) – Specify a URL, or upload an attachment by clicking attachment icon and choosing a file. If the field you specify is null (if there is no URL contained in the specified field), this attachment will be sent in the WhatsApp message.

Click Save when you’re done.

WhatsApp Templates

Note: There is no validation on the URL. You must ensure that the URL contains the correct attachment type (for example, if you specify ‘image’ in the template, ensure that the URL contains an image file and not a document).

Once your template is ready, you must configure an automation to send the WhatsApp messages. Dynamic attachments cannot be sent through the regular Send Message action on the Lead Details or Manage Leads pages. After setting up the automation and selecting Messaging>WhatsApp, select the correct template configured above and you’re done (For more details see section 8.5 Automation).

whats app automation

 

10.3 Header and Footer

You can include additional text information in your message templates by enabling the Header Footer option. Text present on the top of the message template are Headers (“LSQ Kart” in the below image), and text present on the bottom of the message are Footers (“Thank you” in the below image).
WhatsApp Templates

Alongside Header Footer, enable the Slider slider, and add relevant text under Header and Footer. Note that the maximum character limit for each Header and Footer is 200 characters. Once you’re done, click Save.

WhatsApp Templates

 

10.4 Adding Button Templates

Buttons are interactive templates that enable your leads to send Quick Replies and perform Call To Actions (such as Call Phone Number and Visit Website).

Note: If you enable Button Templates, you’ll not be able to enable the Available in Converse option for the selected template.

WhatsApp Button Templates

If you created a template to perform Visit Website (that enables a lead to visit your website), you can either select a Static Button Type (for a static URL) or a Dynamic Button Type (for a dynamic URL). Templates that contain Quick Reply buttons will be considered as Static Button Types.

The Static Button will remain the same for all your leads, and no further action is required within LeadSquared. If you choose a Dynamic Button, you must configure the button, to fetch data from the relevant LeadSquared field. To enable and configure a Dynamic Button –

  1. On the Add/Modify Template pop-up, against Button Template, enable the Slider slider.
  2. Against Select Button Type, select Dynamic.
  3. Under Variable Mapping, select the Object,(Lead or Activity).
  4. From the Field dropdown, select the Lead/Activity field that contains the URL. This URL value will dynamically be added for all the messages that will be sent to your leads through automations and bulk messages.
  5. In the Default Value box, enter the default URL value. This URL value will be added by default for all the instances where a value is missing in the Lead/Activity field you selected in the previous step. The default value will be added by default to all one-on-one WhatsApp messages you send to your leads.
  6. Once you’re done, click Save.

WhatsApp Templates

If required, you can change the default value when sending a one-on-one message to a lead. To do this –

  1. Navigate to the Manage Leads page, and against the lead to whom you want to send a one-on-one message, select Messaging>WhatsApp.
  2. On the Send WhatsApp Message pop-up, select the Dynamic Button template that you created.
  3. Then, scroll down to the Dynamic Button Content Below section.
  4. In the URL field, update the default field value to the new field value.
  5. Once you’re done, click Send. The message to this specific lead will be sent with the updated URL value.

Integrate WhatsApp with LeadSquared

 

11. Sending WhatsApp Messages to Leads

You can send one-to-one as well as bulk messages to your leads from the Manage Leads and Lead Details pages. Additionally, you can also set up an Automation to send messages to your leads.

11.1 Prerequisites

 

11.2 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 and click Send.

Integrate WhatsApp with LeadSquared

To send 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

 

11.3 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

 

11.4 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

 

11.5 Automation

You can set up automations 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, Opportunity, Activity, and Task triggers.

whats app automation

 

11.6 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.

Integrate WhatsApp with LeadSquared

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).

 

12. Sending WhatsApp Messages to Opportunities

You can send one-to-one as well as bulk messages to your leads from the Manage Opportunities and Opportunity Details pages.

Use Case

In instances when multiple opportunities are created on the same lead, and when different WhatsApp messages are sent to the lead as well as the opportunities, the reply from the lead is posted as an activity against the last message sent to the lead/opportunity.
For e.g., on a lead called Aaron, two different opportunities are created – Home Loan and Automobile Loan. The following WhatsApp messages are sent –

EntityMessageTime
Aaron (the lead)“Welcome to ABC Bank. We’re glad to serve you…”Message sent at 5 PM
Home Loan – Aaron“Thank you for showing an interest in obtaining a loan for your dream home…”Message sent at 5:15 PM
Automobile Loan – Aaron“Give wheels to your dream by taking an automobile loan at attractive interest rates…”Message sent at 5:30 PM

If Aaron responds at 5:35 PM, then irrespective of the message he chooses to reply to, the reply message activity is posted against the Automobile Loan – Aaron message that was sent at 5:30 PM. Similarly, if Aaron replied to the “Welcome…” message at 5:20 PM, the reply activity is posted against the “Thank you…” message that was sent at 5:15 PM.

 

12.1 Prerequisites

  • Opportunities must be enabled on your account.
  • The lead associated with the opportunity you’re messaging must have a valid WhatsApp enabled number in the Phone Number lead field.

 

12.2 Manage Opportunities Page

To send a WhatsApp message to a single opportunity –

  1. Navigate to Leads>Manage Opportunities.
  2. Alongside the opportunity you want to message, hover your cursor over the settingssettingswheel.
  3. From the list of available options, hover your cursor over Messaging, and click WhatsApp.

LeadSquared WhatsApp Integration

On the Send WhatsApp Message pop-up, select a template and click Send.

Integrate WhatsApp with LeadSquared

To send WhatsApp messages in bulk (to multiple opportunities),

  1. Select the leads on the Manage Opportunities page.
  2. Hover your cursor over the Actions menu, and click WhatsApp Bulk.
  3. Select a template and click Send.

LeadSquared WhatsApp Integration

 

12.3 Opportunity Details Page

  1. Click on an opportunity on the Manage Opportunities page.
  2. On the Opportunity Details page, hover your cursor over the Actions menu.
  3. Click the WhatsApp option.
  4. Select a template and click Send.

LeadSquared WhatsApp Integration

 

13. 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

 

14. 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

 

15. WhatsApp Reports

These reports show the level of engagement between your business and your leads through WhatsApp.

  1. Navigate to Apps>WhatsApp Reports.
  2. You can sort the report by the following filters –
    • Usage Reports –View template and source-wise logs of all Incoming and Outgoing Messages.
      • Templates – Filter the reports on the basis of the templates used when sending the messages.
      • Message Source/User Wise – Filter the reports on the basis of the message source (Automation, Bulk, One-to-one and Converse messages).
      • Select Date – Select the time interval for which you want to view the message logs data. You can select a maximum date range of up to 60-days in the past.
      • Cumulative – This will render the report as a pie chart.
      • Timeline – This will render the report as a bar graph.

WhatsApp Connector

    • Delivery Reports – View individual message logs of all Incoming and Outgoing Messages.
      • Select Date – Select the time interval for which you want to view the log data. You can select a maximum date range of up to 60-days in the past.
      • Click Outgoing Messages or Incoming Messages to view the data under each type.
      • To view a graphical representation of the log data, click Graph.
      • To view messages by source, click on the source tiles listed on the page (Automation, Bulk, One-to-one and Converse).
      • To view the Lead Id and the Provider Message Id of a message, click on that specific message.

WhatsApp Connector

 

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.

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