Getting started with WhatsApp messages

WhatsApp is the ultimate channel to communicate with customers when they ignore other channels, such as push notifications, in-app messages, or emails.

Pushwoosh supports both outbound and inbound-triggered WhatsApp campaigns, giving you flexibility to engage customers proactively or in response to their actions.

These are the most common type of WhatsApp messages when you initiate the conversation with users.
They include:

• Promotional and marketing messages (discounts, product launches, reminders)
• Transactional notifications (order confirmations, shipping updates)
• Service or informational messages (appointment reminders, policy updates)
• Verification messages (password reset, two-factor authentication (2FA))

Outbound messages are sent using approved WhatsApp templates.

You can automatically trigger WhatsApp campaigns in response to inbound messages from users. For instance, if a user sends a specific keyword like “Help” or “Promo” to your WhatsApp Business Account, an automated campaign can start.

Pushwoosh automatically logs a PW_WhatsAppReceived event whenever an inbound WhatsApp message is received. You can use this event to start a Customer Journey.

This lets you automatically:

• Start a support or feedback flow
• Send an acknowledgment message
• Deliver a follow-up offer or reply

Pushwoosh enables precise audience segmentation to enhance message relevance and engagement. You can:

• Use default tags and default events available out-of-the-box.
• Leverage custom tags and events from multiple sources, including your mobile app, backend, marketing acquisition tools, or CDP.

For example, send a sushi promotion specifically to users who have previously ordered Asian food.

Using Customer Journey Builder allows combining channels based on customer preferences.

• If a user opened a push notification > then don’t send promotion via other channels

• If a user didn’t open a push notification > send an email

• If a user didn’t open an email > send a WhatsApp message

Similarly, you can leverage all other combinations of communication channels in your campaign.

Before you can send WhatsApp messages, you must complete the following steps:

1. Set up the WhatsApp platform in Pushwoosh. Connect your WhatsApp Business Account with Pushwoosh to enable messaging.

   Learn more

2. Add WhatsApp subscribers. Register phone numbers to build your WhatsApp audience.

   Learn more

3. Ensure payment for WhatsApp messages. Meta charges apply for each message sent via WhatsApp. Pushwoosh does not handle these payments, so ensure your billing information is updated in your WhatsApp account.

Before sending messages, ensure your required templates are created and approved in your WhatsApp Manager account.

You can send WhatsApp messages in two ways:

You can send WhatsApp messages directly from the Pushwoosh Control Panel, including specialized use cases: