WhatsApp Integration Best Practices

WhatsApp has become the preferred communication channel for billions of users worldwide. Here’s how to leverage it for customer support.

Getting Started

First, you’ll need a WhatsApp Business API account. This is different from the standard WhatsApp Business app and requires approval from Meta.

Prerequisites

• A verified business
• A dedicated phone number
• Meta Business Manager account

Setting Up Guiaria Integration

1. Connect Your Account: Navigate to Settings > Integrations > WhatsApp
2. Authenticate: Follow the OAuth flow to connect your WhatsApp Business account
3. Configure Templates: Set up message templates (required by Meta for initial outreach)

Best Practices

Response Time

WhatsApp users expect near-instant responses. Configure your AI to respond within 30 seconds for common queries.

Rich Media

Use images, videos, and documents to enhance your responses. A picture is worth a thousand words.

Template Messages

Pre-approved templates are required for:

• Order confirmations
• Shipping updates
• Appointment reminders

Interactive Buttons

Use quick reply buttons to guide users through common workflows.

Common Pitfalls

❌ Don’t spam: Respect the 24-hour messaging window
❌ Don’t ignore opt-outs: Always honor unsubscribe requests
❌ Don’t use unapproved templates: This can get your account banned

Measuring Success

Track these metrics:

• Response time
• Resolution rate
• Customer satisfaction (CSAT)
• Opt-out rate

With proper setup, WhatsApp can become your highest-performing support channel.