Table of Contents

Overview

Helpdesk Updated by Helpdesk

Welcome to the WATI (End-to-end WhatsApp API) support page! We understand that you may have questions or issues while using our product, and we are here to help.

To get started, we recommend taking the following steps:

Introduction:

WATI is a powerful tool that allows businesses to send and receive messages on WhatsApp, automate customer communication, and build custom integrations. With Wati, you can easily integrate WhatsApp into your existing communication infrastructure and use it as a channel for customer support, marketing, and sales.

To get started with WATI, we recommend signing up for our 7-day free trial. During the free trial, you can test out all of the features of Wati and see how it can benefit your business. To sign up for a free trial, simply click on "Sign Up" here. Once you have signed up for a free trial, you can begin using Wati right away. You can start by connecting your WhatsApp account and setting up your preferences.

Our Products:

WATI is an end-to-end WhatsApp API solution that helps businesses connect with their customers through WhatsApp. We offer two main services: 

WATI CRM is a Team Inbox Solution that is built on top of the WhatsApp API. It allows businesses to manage and track their interactions with customers on WhatsApp, automate customer communication, and create custom workflows. With Wati CRM, you can easily connect with your customers, resolve issues, and build relationships through WhatsApp.Benefits of WATI CRM:

  • No code Chat bot builder
  • Broadcast via template messages.
  • Team Inbox
  • Automations like Keyword action, Reply material, Routing, Sequencing and much more.
  • Set working hours
  • Dashboard and Analytics
  • Contacts and contacts attributes.

WhatsApp API Gateway enables businesses to integrate WhatsApp into their communication systems, automate customer communication and build custom integrations for support, marketing, and sales.

To learn more about Key Differences Between WATI CRM and WhatsApp API Gateway

WATI offers two subscription plans - Standard and Pro - to cater to the support needs of different businesses. The Standard plan is suitable for small businesses, while the Pro plan is better suited for larger organizations with more complex support requirements. The choice between the two plans will depend on your business’s specific needs and size. To learn more about the difference between WATI Standard and Pro plan

Pricing:

To meet the demands of organizations, WATI provides CRM and API Gateway alternatives. The cost of these options varies according to the features and functionality included. With our annual subscription, you can save even more. For additional information on pricing- Pricing for WATI CRM and WhatsApp API Gateway

Conversation-based pricing: 

WhatsApp API conversation-based pricing is a pricing model that charges businesses for each conversation that takes place through the API. This means that businesses will be charged for each message sent and received during a customer service session of 24 hours. This allows businesses to only pay for the conversations they have, rather than a flat rate.

Template messages are pre-approved messages that businesses can use to quickly respond to common customer inquiries. These messages are pre-written and have been approved by WhatsApp to ensure they meet guidelines. This allows businesses to save time and respond to customers more quickly.

Session messages are messages sent during a customer service session. These are messages sent by the business in response to customer inquiries and requests for information. These messages can include information such as order confirmations, shipping updates, and other customer service related information.

Learn more about conversation-based pricing

To learn more about the specific costs of these types of conversations-

What are the costs of sending Business Initiated and User Initiated Conversations?

Each month, the first 1,000 conversations per registered WhatsApp Business Account are free of charge. These first 1,000 free discussions are updated on the first day of each calendar month, regardless of when you subscribed. But what if you've gone over your limit?

Your WATI account is a pre-paid model. This means you will need to top-up credits in your account to send messages. To learn more about How to top-up WATI credits?

It's annoying when you're sending broadcast messages and your credit balance runs out, but don't worry, we've got your back. Click here to discover how to set up auto-recharge for broadcast credit.

Getting started with WATI

Before you begin setting up your WATI account, you should be aware of some prerequisites. Even if your company is not verified, you can still use your WATI account. To learn more about account setup and verification

WhatsApp Business API opens up a world of possibilities for enterprises. However, you should be aware of some limitations with WhatsApp Business APIs

You must include a functional phone number as well as the country and area code. For account OTP verification, the phone number must be capable of receiving calls or SMS. to learn more about How to choose a phone number for WhatsApp Business API

Account Setup

"Account Setup" on WATI (WhatsApp API) platform is the process of creating an account to use WhatsApp API for businesses. Whereas Facebook Business Verification is required to help ensure that only legitimate and authentic businesses can advertise on the platform. This helps to maintain the integrity of the platform and protect users from scams or fraudulent activity. To learn more about Why is Facebook Business Verification required?

It is required for businesses to complete Facebook business verification in order to use WATI (WhatsApp API) service.

The following article can help you learn more about setup-

What are the steps to get Facebook Business Verification?

How can I contact Facebook Team for Business Verification Issues?

If you are experiencing errors with the embedded sign-up process, please follow this link for assistance What are possible common errors in embedded signup flow?

We have produced a guide for you where you can learn everything about WhatsApp manager and get answers to all of your questions.

If you have questions about checking the status of a WhatsApp Business Account (WABA), why a WABA may be disabled or suspended, or how to submit an appeal for a disabled WABA, How to check WhatsApp Business Account (WABA) Status? This page provides detailed information on these topics. Additionally, the link covers common reasons for WABA rejection and how to understand violations.

Display Name

With your WATI Account, you can set the display name for your business account. This is the name that will be shown to other users when they receive messages from your business. It is important to choose a display name that accurately represents your business and helps users identify who they are communicating with. Learn more about Guidelines to choose your Display Name

To learn how to modify your WhatsApp display name or phone number:

How to change your display name on WATI

Phone Number:

You must have a phone number to create a WATI account. The phone number should not be linked to any other personal Whatsapp account or Whatsapp business app. You must choose an appropriate phone number accordingly. Please read below articles related to phone number for more information:

How to change your phone number on WATI

The phone number connection status refers to the status of your phone's connection to the WhatsApp service. There are a few different statuses that your phone number can have in terms of its connection to learn more about Phone Number Connection Status

To learn more about when your Phone Number is Disconnected

META Commerce Policy

WhatsApp has established specific standards for organizations that use WhatsApp Business API. These standards define the categories of businesses that can utilize the service and the types of content that can be sent via the service. Businesses that participate in unlawful or fraudulent activities, such as spamming or phishing, will be rejected by WhatsApp. It may also prohibit the operation of enterprises that promote violence, discrimination, or hate speech. To learn more about What kind of business will be rejected by WhatsApp?

WATI and it’s features

Team Inbox:

WATI offers a "team inbox" feature that allows businesses to manage and respond to customer messages from a single account. This feature allows businesses to assign messages to specific team members or groups, track ongoing conversations, and get performance reports. To learn more about What features does WATI Team Inbox offer?

Automations

No Code Chatbot:

WATI offers a feature called "No Code Chatbot" with its paid plans only that allows businesses to create and send predefined messages in response to customer inquiries. Quick replies can be sent automatically or triggered manually by a customer service representative, and can help businesses save time and improve their customer communication efforts. To learn more about What is WATI Automation Feature?

Here we can also assist you with chat automation if you are curious to know How does WATI Automation Feature work?

Routing:

Routing in WATI is an automation feature used to update ticket information and assign tasks based on keyword matches. It helps to streamline the customer service process by automating certain actions such as sending notifications or assigning chats to specific team members. To know more about this feature and its capabilities, What is routing and how to setup routing with WATI

Keyword Action:

Keyword Action is a WATI Automation Feature that enables you to create keyword rules for automatic replies to customers. This feature can help reduce the need for manual customer support and improve response times by providing automated responses when certain keywords are detected. For more information on 
What is Keyword Action?

You can also learn How to Add a Keyword Action? 

Default Action:

Default Action is an automation feature of WATI that allows you to set automated replies for non-working hours, slow replies, and 24-hour messaging timeframes. This feature can help ensure that your customers receive a timely and appropriate response even when your team is unavailable. The replies for Default Action Rules are taken from the Reply Material. To know more about this feature, please visit What is Default Action and how to use this?

You can also learn to set out of office hours and working hours here.

Sequence Feature:

Sequence feature is an automation feature of WATI that allows users to schedule messages in a sequence, either immediately or after a specified period of time. This feature can help automate the process of sending follow-up messages or reminders. For more information on 

How to use the Sequence feature?

Reply Material:

Reply Material is a WATI automation feature that allows you to create fixed reply templates for use in keyword actions or default actions. This feature can help streamline the process of building a chatbot by allowing you to reuse common responses. It's recommended to design the reply material such that some common content can be used in many keywords replies. To know more about 
What is a Reply Material?

You can also learn How do I add a Reply Material? here.

Broadcast and Bulk messages:

WATI offers a "broadcast" feature that allows businesses to send messages to large numbers of people at once. Since WhatsApp groups are not allowed in WATI due to WhatsApp API limitation and to overcome this limitation, users can use contact attributes to send broadcasts to specific contacts. This feature can be used to send promotional messages, updates, or other types of information to customers. The broadcast feature is only available to businesses that have been approved by WhatsApp and have a WhatsApp Business Account. To learn more about How do I add a new Broadcast?

The following support pages can also assist you with your broadcast and bulk messaging requirements

How do I edit or delete a scheduled broadcast?

How to allow users to Opt-Out or Unsubscribe from Broadcasts?

What is a Broadcast History?

Tips to send personalized media content broadcast to each number

Template Messages:

WATI offers "template messages" that allow businesses to send predefined messages to customers. These templates can include variables that can be personalized with information specific to each customer, such as their name or order details. Template messages can be used to send a wide range of information, including shipping updates and appointment reminders. To learn more about What is a template message?

The following support pages can assist you how to get more for your business using template messages

What are template formatting rules?

How to submit template messages on WhatsApp Manager for WhatsApp API Gateway

How to get Opt-in for WhatsApp Messaging?

What is the difference between template message and session message?

How to use interactive messages?

Template Message Guidelines

Contact Management:

Businesses can add contacts to their WhatsApp list using WATI. The business must first obtain the phone number of the contact and receive consent from the contact to receive messages from the business. Once the contact has accepted the message, they will be added to the business's list of contacts and the business will be able to communicate with them through the API. to learn more about How to add a single contact?

The following support pages might help you with your contact management even further

How to import contacts from Excel?

How do I remove one or more contacts?

How can I edit a contact?

How do I search and sort contacts?

How to add attributes to a contact?

How to add an attribute in bulk to a list of contacts?

Operator Mangement:

Businesses can use the WATI platform to manage their messaging and customer service operations. This can help businesses ensure that their customer inquiries are being handled efficiently and effectively by their operators. The platform also offers tools for businesses to monitor the performance of their operator team and get reports on their messaging campaigns. To learn more about How do I add more agents to my account?

The following support pages might help you more with your WATI operator management

How to view, search and delete operator?

How to force logout a specific user from all active sessions?                                                                                                                                                                                    

Detail Access Menu of each Roles

Dashboard and Analytics:

WATI Dashboard is a tool for businesses to communicate with their customers via WhatsApp using a web-based interface. It allows businesses to automate message sending, manage conversations and customer interactions, and access analytics and reporting features. Learn more what you can do with Dashboard.

Payment Management:

Managing your WATI subscription payments can typically be done through the platform's billing section or account settings. This can involve updating payment methods, viewing past invoices, and managing the subscription plan, including upgrading, downgrading or canceling it. Additionally, you may be able to set up automatic payments or recurring billing for your subscription.

The following articles will assist you in managing your wati subscription, billing, and invoice-related concerns

How can I manage the billing and payment methods?

How can I download the past invoices?

What should you do in case of payment failures?

How do I unsubscribe from WATI?

What are the working hours for WATI Support Team?

Personalization:

Personalizing your WATI account can involve customizing settings such as the sender name and message templates, configuring automated messages, and setting up webhooks to integrate the API with other systems. Additionally, you may be able to configure notifications and sound, timezone, language, profile picture, and business details.

These support pages may assist you in personalizing your account

How can I update my WhatsApp Profile Picture & add business details?

How to change language for WATI?

How to change my timezone in WATI?

How to manage notifications and sound?

Integration

Integration is the process of connecting your WATI account with other services in order to automate messaging and create a more efficient workflow. Integrating the API can provide access to features such as automated messages, delivery and read receipts, and message tracking, allowing businesses to better manage customer interactions on WhatsApp.

The following support pages will teach you everything you need to know about integrating your WATI account with your favorite applications and using them to automate your business

Google Sheet:

WATI allows for bi-directional communication between a business's WhatsApp account and a connected Google Sheet, enabling businesses to automate and streamline customer interactions. With this integration, businesses can easily track customer information and communication history, improving overall customer service and support. To learn more about Google Sheet Integration

Zoho:

WATI allows businesses to integrate their WhatsApp account with Zoho CRM, enabling them to seamlessly manage and track customer interactions. With this integration, businesses can easily automate customer communication processes, improving the efficiency and effectiveness of their customer service and support. To learn more about Zoho Integration

Shopify:

WATI integration with Shopify allows businesses to provide a direct messaging channel for customer support, and to send automatic order confirmations, shipping updates, and delivery notifications via WhatsApp to customers, which can improve transparency and trust. Additionally, it allows to send abandoned cart reminders, promotional messages and engage with customers with the rich media feature, also can use Shopify's CRM data to provide targeted messaging and personalized customer communication. To learn more about Shopify Integration

WooCommerce:

WATI allows businesses to integrate their WhatsApp account with WooCommerce, enabling them to provide customer support and manage sales directly on the platform. Businesses can also streamline their e-commerce operations, allowing them to efficiently handle customer queries, track orders and manage inventory all through WhatsApp. To learn more about WooCommerce Integration

Hubspot:

WATI allows businesses to integrate their WhatsApp account with HubSpot, enabling them to manage and track customer interactions, sales and support all in one platform. Businesses can also automate their customer communication processes, streamline customer data management and improve the efficiency and effectiveness of their customer service and support. To learn more about Hubspot Integration

Zapier:

WATI allows businesses to integrate their account with Zapier, enabling them to automate workflows and connect with over 2000 apps. Businesses can also transfer and update customer data, automate their customer support, and send personalized messages to customers, which will help them to improve the efficiency and effectiveness of their customer service and support. To learn more about Zapier Integration

Calendly:

WATI allows businesses to integrate their WhatsApp account with Calendly, enabling them to easily schedule and confirm appointments with customers. Businesses can also streamline their scheduling process, reduce no-shows and improve the customer experience by providing a simple and convenient way to schedule appointments through WhatsApp. To learn more about Calendly Integration

Make.com:

WATI allows businesses to integrate their WhatsApp account with Make.com (Formerly known as Integromat) enabling them to automate their workflows and connect with various other apps. Businesses can also transfer and update customer data, automate customer support, and send personalized messages to customers, which will help them to improve the efficiency and effectiveness of their customer service and support. To learn more about Make.com Integration

LeadSquared:

WATI allows businesses to integrate their WhatsApp account with LeadSquared, enabling them to manage and track leads, customer interactions and sales activities in one platform. Businesses can also automate their lead generation, qualification and nurturing processes, which will improve the efficiency and effectiveness of their customer service and support while increasing sales opportunities. To learn more about LeadSquared Integration

Dialogflow:

WATI allows businesses to integrate their WhatsApp account with Dialogflow, enabling them to create conversational AI bots that can interact with customers through WhatsApp. Businesses can also automate their customer support and sales processes, improve the efficiency and effectiveness of their customer service and support and providing a 24/7 customer service. To learn more about Dialogflow Integration

Pabbly:

The WATI - Pabbly Connect integration allows automation of a wide range of tasks such as sending messages, creating contacts, and managing group chats. Users can set up the integration by connecting their WATI account, configuring actions and triggers, and adding it to their workflow after creating an account on Pabbly Connect.

We hope that these resources will help you get the most out of WATI. If you have any further questions or need additional assistance, don't hesitate to reach out to us.

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