How to set up and use WhatsApp Business in Ringover

The WhatsApp Business integration with Ringover allows you to centralise your communication channels and engage with your customers directly from your usual phone tool. By subscribing to our "Omnichannel" Add-on, you can unify your messages and calls to improve team efficiency. In this guide, you will learn how to set up the integration, create and get your templates approved, and start your conversations step by step.

Prerequisites and important information

Before starting the configuration, make sure you meet the following conditions:

• "Omnichannel" Add-on : You must have subscribed to the "Omnichannel" add-on from the Add-ons section of your Ringover Dashboard.
• ⚠️ Active account credit : Ringover charges for sending message templates as well as initiating conversations. Your account must have active credit to send messages successfully.
• No fee without a response : Please note that no fees apply if the recipient does not reply to your sent message.

1. Create and validate your WhatsApp message templates

To proactively initiate outbound conversations with your contacts, WhatsApp requires the use of pre-approved models called Templates.

1. Go to your Ringover Integrations Dashboard.
2. Click the Messaging button in the Integrations section.
3. Click Template.
4. Choose a descriptive name for your template, select a category, and assign a number to it.
5. Fill in the message body in the text editor.
6. Save your template to submit it for validation.

Understanding validation statuses

Once submitted, your template is sent directly to WhatsApp for review :

• Pending validation : Your template status is under review by WhatsApp. This validation process usually takes between  48h and 72h.
• Active : Your template has been approved by WhatsApp and is ready to use.
• Inactive or Rejected : Your template was rejected.

Assigning the phone number to your agents

While WhatsApp validates your templates, you can assign the connected number to your agents or a group of agents:

1. Return to the WhatsApp integration settings on your Dashboard.
2. In the number list, select the number to which you want to add an agent or a group.
3. Select from the list the agent or group of agents you want to assign this number to.

2. Create a conversation and send messages

Once your templates are officially approved and marked as Active, you can start sending messages:

1. Log in to the Ringover Webapp or open your  Android mobile app.
2. Go to the Messages section and click on the WhatsApp icon.
3. Click on New message.
4. Enter or select the recipient's phone number.
5. Choose the active Template you wish to use from those previously created.
6. Click the Send button.

3. Master the crucial 24-hour rule

To ensure quality interactions and comply with Meta's policy, WhatsApp applies a strict communication window:

• Initial response time : After the agent sends the first template or message, you must wait for your contact to reply.
• Active 24-hour window : As soon as the contact replies, you have 24 hours to exchange messages completely freely. After this period, the conversation is no longer considered active.
• Restart the conversation : If the 24-hour window has expired, you must send another Template (you can select a different one) to restart and reactivate the conversation.
• Receiving unsolicited messages : If a customer sends you a message first without you having sent a template beforehand, you also have a window of 24 hours from receipt to reply freely.

4. Troubleshoot usage and sending issues

If you encounter issues using your templates or sending messages, check the following common causes:

1. Insufficient account credit

Ensure your account has active credit. Since Ringover charges for sending each template and initiating new conversations, a zero balance will block all outgoing messages.

2. Incorrect account configuration

Check that your WhatsApp integration and integration settings are correctly configured on your Dashboard.

3. Rejected or inactive template

Ensure that the templates you are trying to use have been approved by WhatsApp and are marked as active.

4. Contact technical support

If issues persist after these checks, take screenshots of the error messages on your dashboard and contact our support team for personalised assistance.

🎉 You now know how to configure WhatsApp and manage your message templates in Ringover to communicate in an agile and coordinated way with your customers!