WhatsApp Business Messaging in Vault CRM

Customers can integrate WhatsApp Business with Vault CRM to allow their end users to have compliant conversations with HCPs. WhatsApp Business Messaging is built on Meta’s Cloud API, which allows approved businesses to send messages using verified phone numbers. This is separate from the WhatsApp mobile app or the WhatsApp Business app, and is designed for enterprise messaging.

With the 25R2.0 release, business admin users can set up WhatsApp Business Accounts and message templates, but end users cannot send and receive messages. End user functionality for WhatsApp Business Messaging will be available in 25R2.2.

Setting Up WhatsApp Business Accounts and Phone Numbers

Customers must create a Meta Business Portfolio to manage their WhatsApp Business Accounts. A WhatsApp Business Account is used to manage a customer’s messaging activity on WhatsApp. It is created and managed within Meta Business Manager and contains all WhatsApp messaging operations, including phone numbers, message templates, and display names.

When a business admin user connects a WhatsApp Business Account to Vault CRM, they are authorizing Vault CRM to send and receive WhatsApp messages on behalf of their organization using Meta’s Cloud API.

Each WhatsApp Business Account can have one or more phone numbers. Each phone number connected to a WhatsApp Business Account must satisfy the following conditions:

  • The phone number is only used for WhatsApp Business messaging. IT cannot be used for the WhatsApp Business app or WhatsApp app.
  • The phone number is not a virtual number and can receive a one-time password via SMS or voice for initial verification
  • The phone number has a display name, which displays to recipients in their WhatsApp app. Display names are subject to Meta review and must reflect the customer’s name or brand.

Using the Customer Service Window

During a customer service window, users can send any type of message including free text, web links for CLM content, and message templates.

  • The customer service window begins when an HCP sends a message to the customer's WhatsApp number, whether it is the first message in a conversation or a reply to a Meta-approved message template
  • The window remains open for 24 hours from the time of the last incoming message, resetting each time the account replies
  • Once the window closes, end users can only re-engage using a Meta-approved message template

Understanding the customer service window is critical for WhatsApp Business Messaging because it impacts message routing, consent enforcement, and user experience. It also affects messaging costs, since messages sent outside the customer service window are billable based on Meta’s pricing tiers.

There are two ways to start a customer service window:

  • Account Initiated (Inbound) – When an account sends a message on WhatsApp, it opens a 24-hour customer service window. Within this window, end users can freely respond with any type of content (free text, web links for CLM content).
  • User Initiated (Outbound) – If end users want to start a conversation, they must send Meta-approved message templates. These message templates are created and submitted through Meta for review and must comply with their policies.

Setting Up Meta Message Templates

WhatsApp requires customers to use Meta-approved templates for certain types of messages, particularly those sent outside the 24-hour customer service window. This helps maintain quality standards and reduces spam.

Each message template is created for a specific language, and each version of a message template for each language must be approved individually. Meta typically reviews and approves templates within a few hours, though rejections can occur for vague or promotional wording. Message templates are categorized into different types, including utility, authentication, or marketing (marketing message templates may require additional review and consent), and submitted through the Meta Business Manager and reviewed for compliance.

Business admin users can customize message templates to include:

  • Headers, body content, and call-to-action buttons
  • Placeholders for variables, which are equivalent to tokens in Vault CRM, for example, “Hi {{1}}, your appointment is confirmed for {{2}}."

Integrating WhatsApp Business Messaging with Vault CRM

To use WhatsApp Business Messaging in Vault CRM, admin users must first configure the permissions for Vault CRM users. See Configuring WhatsApp Business Messaging in Vault CRM for more information.

Business admin users must then set up the following:

Once all the components of WhatsApp Business messaging are configured and set up in both Meta and Vault CRM, end users can send and receive messages in Vault CRM.

Related Topics

Configuring WhatsApp Business Messaging in Vault CRM

Managing WhatsApp Business Accounts and Phone Numbers in Vault CRM

Managing Message Templates in Vault CRM