Updated
In short
Connect your own WhatsApp number through Meta, and your virtual assistant answers WhatsApp messages. Replies within 24 hours are free; Meta bills its template message fees to you directly. Not available in HIPAA mode.
With WhatsApp connected, your virtual assistant answers customers who message your business on WhatsApp. It only talks about your business and always offers a person.
Is it on my account?
WhatsApp is not on sale for every account yet. If you don't see WhatsApp in the Vocenya menu, ask us and we can tell you when it is available for you.
What you need
- A Facebook account that can manage your business.
- The phone with the number, to get Meta's six-digit code by text or call.
- Your business name as customers know it. Meta reviews the display name.
- A payment method in Meta, for follow-up templates.
Connect your number
- Open WhatsApp in Vocenya and tap Connect with Meta.
- Choose the number:
- Your Vocenya number. Customers call and message the same number. When Meta asks how to get the code, choose Text message: a phone call would be answered by your receptionist. The code appears in Vocenya.
- A number you already use. If it is on the WhatsApp Business app now, you can keep using the app too.
- In the Meta window, sign in, pick or create your WhatsApp Business account and verify the number. It takes about five minutes.
Vocenya then registers the number and submits your follow-up templates to Meta. The page updates by itself.
One WhatsApp number can be connected at a time.
Replies and templates
- Replies within 24 hours of the customer's last message are free.
- After 24 hours, WhatsApp only allows templates Meta approved. Vocenya submits three for you: a follow-up on an inquiry, an appointment reminder and a missed-call follow-up.
- Meta bills its template message fees to you directly, on your own WhatsApp Business account.
- Templates only go to customers who agreed to WhatsApp messages. Customers opt out any time by sending STOP, and back in with START.
Voice notes are transcribed and answered in text. Photos and documents go to your inbox for a person to look at.
HIPAA mode
WhatsApp is not available in HIPAA mode or for healthcare businesses. Turning HIPAA mode on disconnects WhatsApp.