Requirements
WhatsApp is set up separately for your hotel. The interface shows whether a free-form reply is possible or an approved template is required. Reachability, consent and the permitted message purpose are checked for each action.
Replying to a message
- Open the conversation in the messenger and select WhatsApp as the reply channel.
- Within the displayed service window, write a permitted free-form reply. The window ends 24 hours after the last incoming guest message; your own reply does not extend it.
- Outside the window, choose a suitable approved template and fill in the required values.
- Check the text and recipient, send and monitor the status.
Preparing templates
- Open WhatsApp templates under Templates and media and set the language and category.
- Fill in the message and any permitted buttons. Define examples and the eventual data sources for numbered placeholders.
- Submit the draft for approval and check its status.
- Revise submitted templates by creating a new version. Use only an approved version.
START, STOP and attachments
An email marketing opt-in does not activate WhatsApp. A withdrawal such as STOP must be respected. Existing attachments and reply references appear in the conversation; an outgoing reply reference may appear as a visible quote.
Reachability and consent
A confirmed permanent recipient error can block further WhatsApp sends to that contact for your hotel. This applies to manual replies, campaigns and automatic relays. The block is separate from marketing consent.