What you can do with WhatsApp in Dotdigital
You can automate and personalize one-to-one messaging using WhatsApp in Dotdigital.
However, there are some restrictions: you cannot automate Channels or Group messaging.
WhatsApp restrictions
Some businesses are not allowed to use WhatsApp. The following types of businesses are restricted:
Firearms
Alcohol and tobacco
Drugs, whether prescription, recreational, or otherwise
Medical and healthcare products
Endangered species (wildlife and plants)
Live non-endangered animals excluding livestock
Hazardous goods and materials
Real, virtual, or fake currency, including ICOs and binary options
Body parts or fluids
Business models, goods, items, or services that we determine may be or are fraudulent, misleading, offensive, or deceptive, or may be or are exploitative, inappropriate, or exert undue pressure on targeted groups
Real Money Gambling and Gaming
Adult products and services
Dating services
Multi-level marketing
Payday loans, paycheck advances, peer-to-peer lending, debt collection, and bail bonds
View the full and up-to-date list in the WhatsApp Business Messaging Policy.
How WhatsApp messaging works
To send a message to a contact, you must first create a template. Like Facebook and Instagram ads, Meta needs to verify the template before it can be used.
Templates are needed in WhatsApp Business Messaging to:
Maintain consistency in tone and language.
Comply with WhatsApp's guidelines.
Personalize messages for better engagement.
Enable messaging outside the 24-hour window.
Template creation
Templates are created in the Meta platform, and the final message is sent from the Dotdigital platform.
How to start using WhatsApp
To use WhatsApp, you need admin access to your Meta Business Portfolio. If you don’t already have this portfolio, you can create one in Dotdigital during the WhatsApp integration process.
Meta requires a phone number to create a WhatsApp account.
There are three available options:
Use your own unique number that isn't already associated with any WhatsApp account. It can be a landline, but it must not have any voice bots.
Rent a number from us.
You can use Meta's free number, +1555, which is available only for fully verified Facebook Business Portfolios.
After integrating with WhatsApp, the next step is to create your templates. Once your templates are approved, you can message customers using WhatsApp, provided you have their consent.
You must verify your Business Portfolio
Your Meta Business Portfolio must be fully verified to send messages from a display name instead of a number.
Messaging limits
It’s important to understand that you cannot send messages to large audiences right from the start. Every WhatsApp account needs to be gradually warmed up before you can reach out to thousands of people. Initially, you will have a limit of 1,000 messages. You can increase this limit easily by sending high-quality messages.
Learn more in Understanding WhatsApp messaging limits.
Connect WhatsApp accounts with Dotdigital
You can connect just one WhatsApp account with Dotdigital.
Learn how in Connect WhatsApp to Dotdigital.
Consent requirements for contacting people via WhatsApp
Marketers must obtain consent from contacts to communicate with them via WhatsApp. Collecting opt-ins from customers and contacts is essential, but businesses are no longer required to get explicit consent specifically for WhatsApp communication.
Managing opt-ins and opt-outs
Collect opt-ins from customers: Ensure customers provide consent to receive messages from your business.
No longer need a WhatsApp-specific opt-in: The updated policy allows businesses to use the same consent obtained for other communication channels.
Respect opt-outs from users: If a user requests to opt-out of receiving messages, businesses must honor that request and stop sending messages to that user.
By following these guidelines, businesses can maintain compliance while engaging with their customers on WhatsApp.
Costs
Rates vary based on the conversation category (marketing, utility = transactional or authentication) and the recipient's phone number country code. Service conversations, which occur when the contact replies or starts the chat, are free of charge.
