# 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.

## Types of WhatsApp campaigns in Pushwoosh

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

### Outbound campaigns
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](/product/messaging-channels/whatsapp-messages/#create-whatsapp-templates).

### Inbound-triggered campaigns
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](/product/audience-data-and-segmentation/events/default-events#pw_whatsappreceived) whenever an inbound WhatsApp message is received. You can use this event to start a [Customer Journey](/product/customer-journey/pushwoosh-journey-overview/).  

This lets you automatically:
- Start a support or feedback flow  
- Send an acknowledgment message  
- Deliver a follow-up offer or reply  

## Benefits of sending WhatsApp messages through Pushwoosh

### Segmentation for WhatsApp users

Pushwoosh enables precise audience segmentation to enhance message relevance and engagement. You can:
- Use [default tags](/product/audience-data-and-segmentation/user-data-tags/tags#default-tags) and [default events](/product/audience-data-and-segmentation/events/default-events) available out-of-the-box.  
- Leverage [custom tags and events](/product/audience-data-and-segmentation/) 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.
<LinkCard title="Learn more about segmentation" href="/product/audience-data-and-segmentation/segmentation" />  

### Omnichannel communication

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.

 <LinkCard title="Learn more about omnichannel campaigns" href="/product/pushwoosh-knowledge-hub/omnichannel-campaigns/" />  


## Prerequisites for sending WhatsApp messages  

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

1. **Set up the WhatsApp platform in Pushwoosh**.
   Connect your WhatsApp Business Account with Pushwoosh to enable messaging. [Learn more](/product/first-steps/start-with-your-project/configure-platforms/whatsapp-configuration/)

2. **Add WhatsApp subscribers**.
   Register phone numbers to build your WhatsApp audience. [Learn more](/product/messaging-channels/whatsapp-messages/register-phone-numbers-for-whatsapp/)
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.
</Steps>  

## Create WhatsApp templates 

Before sending messages, ensure your required templates are created and approved in your WhatsApp Manager account. 
<LinkCard title="Learn more about WhatsApp templates" href="https://www.facebook.com/business/help/2055875911147364?id=2129163877102343" />

## Send WhatsApp messages
You can send WhatsApp messages in two ways:

#### Send messages via the Pushwoosh Control Panel

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

<CardGrid>
  <LinkCard title="Send one-time WhatsApp messages" href="/product/messaging-channels/whatsapp-messages/send-whatsapp-messages/send-one-time-whatsapp/" />
  <LinkCard title="Send WhatsApp messages via Customer Journey" href="/product/messaging-channels/whatsapp-messages/send-whatsapp-messages/send-whatsapp-via-customer-journey/" />
  <LinkCard title="Send catalog messages" href="/product/messaging-channels/whatsapp-messages/send-whatsapp-messages/send-catalogs-via-whatsapp/" />
  <LinkCard title="Send promo codes" href="/product/messaging-channels/whatsapp-messages/send-whatsapp-messages/send-promo-codes-via-whatsapp/" />
</CardGrid>



#### Automate messaging via API

<Aside type="caution" icon="setting" title="Developer assistance needed"> Setting up WhatsApp messaging via API requires help from your development team. Please share the link below with them for proper implementation. </Aside> 
<LinkCard title="Learn more about sending WhatsApp messages via API" href="/developer/api-reference/whatsapp/#createwhatsappmessage" />