Note: This page provides quick answers to commonly asked questions. While some information may already be available in our Help Center, we’ve compiled these FAQs for easy reference.
1. Do I need a CRM to use CAPI with Wati?
Answer: No, you don't need a CRM. However, you do need to be on Wati's Business Plan to use CAPI features.
2. Can I upload lead feedback in bulk to Wati?
Answer: No, you don't need to upload feedback manually. Wati automatically tracks leads and sends that information to Meta Ads Manager via CAPI.
3. Can I create and manage my Meta/Facebook ads directly within Wati?
Answer: No, you can't. You need to create and manage your ads using Meta Ads Manager itself. Wati then works with those ads to track leads and conversations.
4. Where does Wati get its lead information for Click-to-WhatsApp (CTWA) ads? Is it directly from Meta?
Answer: Wati doesn't rely on Meta's lead lists directly. Instead, it tracks users who actually click your ad and successfully start a conversation with you on WhatsApp through Wati. Meta's numbers can be inaccurate because they include people who click the ad but don't ultimately message you. Wati's method gives you a more accurate picture of leads. You can also export a list of these qualified leads through the Ads menu in Wati.
5. How can a real estate agency use Click-to-WhatsApp (CTWA) with Wati?
Answer: Create ads on Meta (Facebook/Instagram) that, when clicked, send users directly to your WhatsApp number connected to Wati. Then, use Wati's automation features (like chatbots) to automatically engage and qualify those leads. Think of Wati as the tool that helps you manage and follow up with potential clients who find you through these ads.
6. I'm having trouble linking my Facebook ads to my WhatsApp Business API number. What's wrong?
Answer: To make this work, your WhatsApp Business API number and the Facebook Page associated with your ads both need to be connected to the same Facebook Business Manager account.
7. Can I use one Wati subscription for multiple businesses?
Answer: No. Each Wati account and subscription can only be connected to one WhatsApp number. If you have multiple businesses using different WhatsApp numbers, you'll need separate Wati subscriptions for each.
8. What's the difference between the 72-hour and 24-hour windows in CTWA?
Answer: Here's how it works:
72-hour charging window: You can send messages (including templates) within 72 hours of the user's first message without extra charges.
Note: If you respond within 24 hours, the 72 hours is free. If the customer session window expires, then you don’t get the free 72 hours.
24-hour session expiration: The chat will expire 24 hours after the last message from the customer, even if it's within the 72-hour window.
9. Are WhatsApp chats managed automatically in Wati, or do I need a human to respond?
Answer: You have both options! You can use Wati's automation features (like chatbots) to handle conversations automatically. Or, you can have a human agent manage the chats. Wati gives you the flexibility to use either approach or a combination of both.
10. How can I filter out low-quality or "junk" leads from my Click-to-WhatsApp (CTWA) campaigns?
Answer: Use Wati's automation to qualify leads as they come in. You can set up your chatbot to ask qualifying questions immediately after someone starts a conversation from your ad. If they meet your criteria for a qualified lead, the chatbot can then send them a pre-approved template message. Wati tracks these template-triggered conversions and sends the data back to Meta for better reporting.
11. Can I send a full catalog set to a customer directly in a conversation, or just a link to the catalog? It seems like I can only send the catalog when a customer uses a specific keyword.
Answer: You absolutely can send a catalog set directly! The easiest way is to set up a welcome chatbot in Wati. This chatbot can automatically display your catalog sets to every customer who starts a conversation.
12. Can I send specific catalog items or product sets within a chat, or am I limited to just sharing website links?
Answer: Yes, you can send specific products or product sets directly within your Wati conversations! You don't have to rely on just sharing website links. Use the Wati chatbot builder to create responses that include catalog items. This creates a much smoother and more engaging experience for your customers.
13. What are some effective strategies for promoting study abroad programs using Click-to-WhatsApp (CTWA) with Wati?
Targeted Ads: You can run Meta (Facebook/Instagram) CTWA ads specifically targeting students and/or their parents.
Instant Information with Chatbots: You can use Wati chatbots to provide instant replies to common questions and share key information about your programs.
Consistent Follow-Ups: You can nurture leads by setting up automated follow-up messages through Wati to keep them engaged and encourage them to take the next step.
Retargeting: You can retarget users who clicked your ads but didn't convert into leads. Use Wati to send them tailored messages and encourage them to re-engage.
14. I already have existing chatbots in Wati. If I create new ones for my ad campaigns, will overlapping keywords cause conflicts?
Answer: It depends on how your chatbots are triggered:
Keyword Triggers: If your chatbots are triggered by specific keywords, you can't use the same keyword for multiple chatbots. Only one chatbot will respond to that keyword.
Rule-Based Triggers: If you're using rules (which can include keywords and other conditions) to trigger your chatbots, it's possible to create conflicting rules. Make sure your rules are set up to avoid overlaps and trigger the correct chatbot in different situations. In short, double-check to make sure your rules do not conflict.
15. Is it possible to track conversions in Meta Ads Manager without using a template message in Wati? For example, if a lead just starts a chat or completes a certain step in my chatbot.
Answer: Currently, Wati only qualifies leads as conversions when a pre-approved template message is successfully sent. However, even if you don't use a template, you can still retarget users in Meta Ads Manager based on the fact that they started a conversation with you. This lets you target users as a whole who started a conversation.
16. Which CRM system do you recommend using with Wati?
Answer: The best CRM for you depends on your specific needs and how you plan to use it. Wati integrates with several popular CRMs, including:
Hubspot
Salesforce
Zoho
ActiveCampaign
Consider your specific business requirements and research which of these CRMs (or others) best suits your workflow.
17. How can I identify which chatbot a lead came from within Wati?
Answer: To track leads from specific chatbots:
Use Google Sheets Integration: You can add a "Google Sheets" node to your chatbot flow and automatically record customer data into a spreadsheet.
Important Note about CAPI: Keep in mind that leads tracked via Google Sheets aren't automatically passed back to Meta through CAPI Lead tracking (at least not directly). CAPI lead tracking only works at the moment when a template is triggered.
CAPI solution: You can add a node into the chatbot to send a template message to your lead - this will also allow you to track it via CAPI.
18. I'm currently using my personal WhatsApp number for Meta Ads. Can I switch to Wati?
Answer: Yes! However, to use your existing number with Wati, you first need to remove it from your personal WhatsApp account (or your regular WhatsApp Business App account). You can't use the same number in both places.
19. I have multiple WhatsApp numbers connected to my Facebook page. Can I use any of them for Click-to-WhatsApp (CTWA) ads managed through Wati?
Answer: Yes, but each number has be connected to your Facebook Business Page before being able to be used.