Skip to: How to use the WhatsApp Integration

Whatsapp is a messaging service built by Meta. Its an alternative to standard SMS sent over cellular networks.

WhatsApp is appealing to businesses because it has a large global user base, and in many regions its far more popular than standard SMS.

WhatsApp is better at weeding out spam than cell carriers. Their anti-spam policies prevent customer's inboxes from being inundated with messages they don't want from contacts they've never heard of -- in short, it cleans things up for the customer so that your business's marketing efforts are more likely to be seen.

To integrate Momence with WhatsApp, in Momence, click Integrations > 3rd Party Integrations > select the WhatsApp tab > click Connect Meta.

Login to your Meta account.

You'll see a list of permissions required for this integration. Click Get Started.

Choose the meta business portfolio to connect. Then enter your business name, website and country.

Important: how you name your business here can result in a rejection from Meta. Here are some guidelines from Meta to avoid rejection.

In the event you are rejected, reach out to [email protected] for help and provide a new name to try that meets the guidelines. We'll get you sorted.

If you don't have a WhatsApp Business account you can create one. Click Next when you're done.

You should see this display until the connection is finalized.

When its complete you'll see this confirmation page. Click Finish.

This will now start a verification process. It will show as pending for up to 24 hours. Once approved, you'll find in your Momence Inbox a Whats App channel to use.

In the meantime, if your business has just been created in WhatsApp, make sure to verify it by clicking Settings > WhatsApp accounts > Start Verification

You'll receive an email from meta that reads like this.

And, in Momence, the integration page will also update its color and message (shown below).

After the Momence - WhatsApp integration is finalized, you'll see this green message under Apps & Integrations > Third Party Integrations.

If you are in the US or Canada you'll be prompted to fill out Twilio's A2P 10 DLC Form pictured below. Twilio is an intermediary we use to send messages on your behalf. This form helps anti-spam services detect who is a real business and who is not.

A finalized integration will also result in a What'sApp tab that appears in both your Inbox and Marketing Templates.

Note: marketing templates must be approved by Meta before they can be sent. Later on when you've sent an approved template, if a customer responds, you'll have 24 hours to have a free form dialogue with that customer.

In the Inbox, it will appear here as selectable tab, allowing you to load these pre-approved templates and fire them off.

After sending off a template to a group, if a customer responds you'll see this free form mode for that customer, indicated by a green 'Two-Way Communication Mode' tag.

A blue tag will also indicate how much time is left in that initial 24 hour period to interact with the customer, and as the time gets closer to zero the tag will turn red.