Summary
Wati does not allow you to send messages to unknown numbers directly. To start a conversation with someone new, you must first add them as a contact and then send a pre-approved template message. This guide walks you through both steps so you can reach new recipients quickly and stay compliant with messaging rules.
Instructions
Step 1: Add the person as a new contact
Before you can send any message, the recipient must exist in your contact list. Follow these steps to add the person as a contact in Wati:
Go to Contacts in your Wati dashboard.
Click Add Contact.
Enter the person’s name and mobile number.
Add extra details like:
Job title
Notes or tags
Click Save.
The contact is now available in your list.
Step 2: Send a pre-approved template message
To message someone for the first time, you must use a template that has already been approved.
Open Team Inbox.
Go to WhatsApp channel and click on + icon to start a new chat.
Select the contact from the list.
Choose a pre-approved template that matches your use case (for example, welcome message, follow-up, or support outreach).
Fill in any required variables (like name or order ID).
Click Send.
Your message will be delivered using the selected template.
Why templates are required
Messaging platforms such as WhatsApp require businesses to use approved templates when starting conversations. This helps:
Prevent spam
Protect users
Ensure policy compliance
Improve message delivery rates
Once the customer replies, you can continue the conversation freely within the allowed messaging window.
Frequently Asked Questions (FAQs)
Getting started
1. Why can’t I message a new number directly in Wati?
WhatsApp policies do not allow businesses to start conversations with unknown numbers. You must first add the person as a contact and send an approved template message.
2. What do I need before contacting someone for the first time?
You need to add the person to your contact list and have a pre-approved template ready to send.
Managing contacts
3. How do I add a new contact?
Go to Contacts in your dashboard, click Add Contact, enter the person’s name and mobile number, add any optional details, and click Save.
4. What details are required when creating a contact?
At minimum, you must provide the person’s name and mobile number. You can also add notes, tags, or a job title.
5. Where can I find the contact after saving?
The contact appears in your Contacts list and can be selected when starting a new chat in Team Inbox.
Sending the first message
6. How do I start a conversation with the new contact?
Open Team Inbox, select the WhatsApp channel, click the + icon, and choose the contact to begin a new chat.
7. What type of message should I send first?
You must send a pre-approved template message to initiate the conversation.
8. How do I use a template message?
Select the template, fill in any required variables such as name or order ID, and click Send.
Templates and compliance
9. Why are template messages required?
Templates help prevent spam, protect users, ensure policy compliance, and improve message delivery. After the customer replies, you can continue the conversation normally within the allowed messaging window.