> ## Documentation Index
> Fetch the complete documentation index at: https://docs.revdesk.com/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp

> Send confirmations, reminders, and follow-ups over WhatsApp. Two-way replies route through the same RevDesk contact record.

For many customers, especially outside the US, WhatsApp is the app they read first. The integration sends booking confirmations, reminders, and review requests over WhatsApp Business. Replies route into the same RevDesk contact record so the agent and the rep see the full thread. In the US, [iMessage](/integrations/messaging/imessage) is another option — the agent picks the best available channel per contact. See [Messaging channels](/getting-started/features/messaging) for the full picture.

## What changes

* **Confirmations land where the customer reads.** Right after a booked call, the WhatsApp confirmation reaches them with the appointment details and address.
* **Reminder cadence.** 24-hour and one-hour reminders fire automatically.
* **Two-way replies.** Customer responses come back into RevDesk. The agent can answer, or escalate to your team if intent spikes.
* **Consent-aware sending.** Opt-outs update the contact's applicable channel permissions and block later
  actions that are no longer allowed.

## Setup

<Steps>
  <Step title="Open the integrations panel">Inside the app: **Settings → Integrations → Messaging**.</Step>

  <Step title="Connect WhatsApp Business">
    Sign in with the WhatsApp Business account that owns your phone number.
  </Step>

  <Step title="Verify your number">
    WhatsApp confirms the business phone number through their verification flow.
  </Step>

  <Step title="Submit templates for approval">
    Build templates for each scenario, such as confirmation, reminder, or follow-up. Submit them for provider
    review and do not launch until the required template is approved.
  </Step>
</Steps>

## Standard templates

| Scenario | Template behavior |
| - | - |
| Confirmation | Sent right after a booked call. Includes appointment time, address, and a reschedule link. |
| 24-hour reminder | "Your appointment is tomorrow at 2pm." |
| 1-hour reminder | "Your appointment starts in 1 hour." |
| Follow-up | "Thanks for stopping by. Would you leave a quick review?" |
| Reschedule | One-click reply that routes back to a live agent for a new time. |

## WhatsApp Business requirements

* **Business account.** Personal WhatsApp accounts can't be used.
* **Verified phone number.** Through WhatsApp's verification flow.
* **Approved templates.** Business-initiated messages require pre-approved templates.
* **Compliance.** Messages must follow WhatsApp's commerce and messaging policies.

## Two-way replies

When customers reply to a WhatsApp message, the response opens a 24-hour free-form messaging window with that contact. During the window, RevDesk can:

* Answer common questions automatically.
* Reschedule the appointment.
* Route the conversation to a human if intent spikes.
* Stay in thread without sending another approved template.

Outside the 24-hour window, business-initiated messages require an approved template.

## Troubleshooting

<AccordionGroup>
  <Accordion title="Messages not sending">
    Confirm the template is approved and the customer's number is valid in WhatsApp's directory.
  </Accordion>

  <Accordion title="Template rejected">
    Strip promotional language from transactional templates. WhatsApp rejects templates that read as marketing
    pushes.
  </Accordion>

  <Accordion title="Customer not receiving">
    The customer needs WhatsApp installed and the number on the message must match a registered account.
  </Accordion>
</AccordionGroup>

<Card title="Connect WhatsApp" icon="whatsapp" href="https://www.revdesk.com/settings/integrations">
  Five-minute setup. Templates typically approve in a day.
</Card>


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