Connect WhatsApp Business, message templates, the 24-hour window and best practices.
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- How the WhatsApp 24-hour window works and what to do when it closesWhen a customer messages you on WhatsApp, a 24-hour window opens for you to reply with free-form text, voice notes, or files. After that, in Conversations you can only send an approved template; once the customer replies, the window opens again.
- How to automatically reply to people who come from a "Click to WhatsApp" ad or your Facebook Page buttonIn Automation › Workflows, create a workflow with the Click to WhatsApp Ads trigger, optionally filter by ad or post, and add actions (send a WhatsApp message, tag, assign, move in the pipeline). Replying within the first 24 hours opens a free 72-hour conversation.
- How to change your business's WhatsApp display name (and avoid getting it declined)The display name is changed in Meta: Business Manager › WhatsApp Manager › Phone Numbers › pencil next to the name › Next. Use your real business name, with no emojis, slogans or words like "Official"; if the business is verified, it goes into review before customers see it.
- How to change your WhatsApp business profile photo and detailsIn Settings › WhatsApp, click Manage on the number and open Profile. There you can change the photo, description, address, email, and website customers see when they tap your business name in WhatsApp.
- How to check a WhatsApp template's status and fix a rejected or paused templateIn Settings › WhatsApp › Templates, the status column shows whether a template is In Review, Active, Rejected, Paused or Disabled. Only active templates can be sent. If it was rejected, read Meta's reason, fix the variables or content and resubmit.
- How to check and raise your WhatsApp messaging limit and quality ratingThe messaging limit is how many different customers you can message with templates in 24 hours; it starts at 250 and goes up with business verification and high-quality messages. Check your limit and quality rating in Meta's WhatsApp Manager.
- How to choose which WhatsApp number you reply from when several numbers are connectedIn Conversations, open the contact's conversation and use the WhatsApp sender number picker in the reply box to choose the number that sends. Elooo CRM pre-selects the number of the active conversation and may lock it to keep context; outside the 24-hour window, it requires an approved template.
- How to connect a new number to WhatsApp in Elooo CRMIn Settings › WhatsApp, choose to create a new WhatsApp Business account, log in with your company's Facebook, enter the number, and confirm it with the code you get by text message or voice call.
- How to connect the WhatsApp Business app you already use on your phoneIn Settings › WhatsApp, choose to connect an existing WhatsApp Business app, confirm the number, and scan the QR code with your phone. Your chats show up in Elooo CRM and you can keep using the app.
- How to create a WhatsApp message template and track its approvalIn Settings › WhatsApp › Templates, click Create Template, choose a name, category, and language, write the text with its variables, and submit it. Meta reviews the template and its status (in review, active, rejected…) shows in the list.
- How to create a WhatsApp template with an image, video, document or locationGo to Settings › WhatsApp › Templates › Create Template, turn on the header, choose Media and upload an image (JPG/PNG, 5 MB), video (MP4, 16 MB) or PDF (100 MB). For a location, choose Location and enter latitude, longitude, name and address. Meta then reviews the template.
- How to delete a WhatsApp number from your accountIn Settings › WhatsApp, click the three dots next to the number, choose Delete, confirm and enter your password. The number stops sending and receiving messages in Elooo CRM. If the number is in coexistence mode, disconnect it from the WhatsApp Business app on your phone.
- How to know who clicked the link in a WhatsApp template (trigger links)Create the link in Marketing › Trigger Links, then in Settings › WhatsApp › Templates add a Trigger Link button to the template (or a body variable mapped to the link). A workflow with the Trigger Link Clicked trigger reacts to each tap: tag, follow-up or offer.
- How to make and receive WhatsApp voice calls in Elooo CRMIn Settings › WhatsApp › Calling, click Manage on the number, turn on Allow Voice Calls, choose who answers and the hours. To call a customer, first send a template with the call permission button; then start and answer calls directly in the conversation in Conversations.
- How to migrate a number you already use on WhatsApp (or WhatsApp Business) to Elooo CRMBack up your chats, delete the WhatsApp account for that number in the app (Settings › Account › Delete account), wait 2–3 minutes and connect the number in Settings › WhatsApp › Connect WhatsApp, verifying it by SMS or call. Chat history isn't transferred; the number stays yours.
- How to organize WhatsApp templates in foldersIn Settings › WhatsApp › Templates, click Create Folder, name it and create subfolders inside if needed. To file a template, open the three dots in the actions column, choose Move to Folder and pick the destination. Moving doesn't change the template's approval.
- How to pick the right WhatsApp template category (marketing, utility or authentication)When creating a template in Settings › WhatsApp › Templates, choose Marketing for promotions and relationship messages; Utility for confirmations, alerts and feedback requests tied to a specific transaction; Authentication only for verification codes. Meta confirms or corrects the category.
- How to request the blue checkmark (Official Business Account) for your business WhatsAppIn Meta's WhatsApp Manager, select the number, turn on two-step verification, make sure the business is verified and the display name approved, then click Submit Request, attaching up to five news links about your brand. Meta evaluates notability; if denied, you can apply again after 30 days.
- How to schedule a WhatsApp message for laterIn Conversations, open the conversation, pick the WhatsApp channel, set up the template or text, click the button next to Send, and choose the date and time. Free-form messages can only be scheduled within 24 hours of the customer's last message.
- How to see how many WhatsApp messages were sent, delivered and readFor a template, go to Settings › WhatsApp › Templates, click Reports and open Deliverability (sent, delivered, read) or Button Clicks. For a workflow, open the WhatsApp action and click Statistics; the Export button downloads the list with each message's name, number, status and date.
- How to send a voice note on WhatsAppIn Conversations, open a WhatsApp conversation where the customer messaged you in the last 24 hours, click the microphone icon, record (up to 10 minutes), and click Send. The customer gets it as a regular WhatsApp voice message.
- How to send a WhatsApp message to many contacts at onceIn Contacts, select the contacts (or a smart list), click the WhatsApp icon in the actions bar, and choose Send WhatsApp. Pick an approved template, choose to send now, scheduled, or in drip mode, and track results in Contacts › Bulk Actions.
- How to send a WhatsApp template in a conversationIn Conversations, open the customer's conversation, pick the WhatsApp channel, click WhatsApp Template, select an approved template, check the preview, and send it. You can also swap the template's image for that send only.
- How to send images, videos, audio and documents on WhatsApp in a conversationIn Conversations, open the contact's conversation with the WhatsApp channel selected, click the attachment clip, upload a file from your computer or pick one from Media Storage, type your text (it becomes the caption) and send. This only works inside the 24-hour window after the customer's last message.
- How to send WhatsApp messages automatically with workflowsIn Automation › Workflows, create a workflow, choose the trigger, and add the WhatsApp action. Pick the sending number and an approved template (or a free-form message if the 24-hour window is open), then save and publish.
- How to send WhatsApp messages with buttons, lists, a location or a contact card from a workflowIn the workflow, add the WhatsApp Interactive Messages action, pick the From number and the type (quick reply buttons, list, location, contact or visit-website button), fill in the fields and save. It only works inside the 24-hour window, so check it first with the Customer Service Window Check action.
- How to verify your business with Meta for WhatsAppIn your Meta business portfolio, open Security Center, click Start verification, enter your company's legal details, and confirm your connection by email, phone, or domain. A decision can take from 10 minutes to 14 business days.
- What to do when your WhatsApp Business account is restrictedIf your WhatsApp Business account was restricted for breaking WhatsApp's rules, open Meta Business Support Home, find the account, click Request Review, confirm your identity, and upload a photo ID. Meta aims to respond within 48 hours.
- Why a WhatsApp message wasn't delivered and how to fix itIn Conversations, check the message's status and error. The most common causes are a closed 24-hour window, a customer without WhatsApp or with an outdated app, a blocked number, or too many marketing messages to that customer.