WhatsApp is subject to Usage-Based Pricing.
Overview
With Element451’s WhatsApp integration, you can connect with students directly through one of the world’s most popular messaging platforms — all within the Conversations module. It’s especially valuable for engaging international students who may prefer WhatsApp over SMS or email.
WhatsApp conversations appear and function like any other conversation thread in Element451, letting you manage all student communication in one place. You can respond manually, automate outreach using rules, and even pair WhatsApp with Bolt AI Assistants for 24/7 support.
How it Works
To use WhatsApp, you’ll need a Meta-approved WhatsApp Business Account and a dedicated phone number provided by Element451.
You can use your current SMS number (if eligible) or purchase a new number through Element451.
This number will be linked to your WhatsApp Business Account. All messages sent to or received from it are routed through Element451 Conversations.
Messages sent to or from other WhatsApp numbers not connected through Element451 will remain outside the platform.
WhatsApp messaging is available only in Conversations—not Campaigns—due to Meta’s outbound messaging restrictions.
Message Rules + Limitations
Message Rules + Limitations
WhatsApp has strict policies to protect users from spam and misuse:
You can only send initial outbound messages using Meta pre-approved templates.
Marketing templates cannot be used to start conversations with U.S. phone numbers.
If a U.S. contact messages you first, you can freely reply within the 24-hour window.
All outbound template messaging is supported for non-U.S. numbers.
Due to marketing policy limitations imposed by Meta, you are unable to send initial outbound messages using templates classified as "marketing" to WhatsApp accounts associated with US phone numbers at this time.
However, if someone in the U.S. messages you first, replies will work as expected within the standard 24-hour window. Inbound messages work globally, and all outbound messaging using pre-approved templates is fully supported for non-U.S. numbers.
24-Hour Messaging Window
24-Hour Messaging Window
Once a student sends you a WhatsApp message — whether they initiate or reply — a 24-hour messaging window opens. During this time, you can freely respond without using a template.
The 24-hour window resets with each new inbound message.
Sending a message using a template from a different category opens a new 24-hour window.
Conversation Threading
Conversation Threading
WhatsApp messages are grouped into a single thread per contact, similar to SMS.
After 24 hours of inactivity:
The conversation automatically closes.
To reopen, send a new message using an approved template or wait for the student to message you again.
Only messages from known senders create new threads in Conversations unless Anonymous Conversations are enabled.
Setting Up WhatsApp
This section walks you through everything required to get WhatsApp running in Element451—from connecting your WhatsApp Business Account to preparing approved templates.
Connecting Your WhatsApp Business Account to Element451
Connecting Your WhatsApp Business Account to Element451
Navigate to Conversation Settings > WhatsApp.
Click the "Register Sender" button.
Complete the Sender Configuration settings.
Phone Number
You can select from any Element451 phone number.
Business Display Name
You Business Name should follow Meta's Guidelines and match your full school name.
Business Logo
This logo should be a 1:1 image. We'll preload this image if you have one configured in your general settings, but you can change it before submitting to Meta.
Business Website
Optional, but encouraged. This should link to your official school website.
Business Email
Optional
Profile About
Optional
Click the Connect WhatsApp button in the top right corner of the New WhatsApp Sender side sheet to authenticate and link your Meta Business Account.
📌 Note: You must be an WhatsApp/Meta Business admin to connect the associated account.
Once your account is connected, you can proceed with adding your outbound message templates. We outline the process in the next section.
📌 Note: You won't be able to create message templates until you've successfully added a WhatsApp Sender.
Submitting Outbound Message Templates for Approval
Submitting Outbound Message Templates for Approval
Due to WhatsApp's strict guidelines and regulations on outbound messaging to protect users from spam, only Meta pre-approved templates can be used to start an outbound WhatsApp conversation.
Submitting Templates for Approval
From the WhatsApp Tab of Conversation Settings, Click the + icon or the Add Template button at the bottom of the page.
Give your template a name. Meta enforces strict naming rules, so be sure to follow their guidelines when choosing a name.
Select a category for your template:
Marketing – promotional messages such as invites to apply, event reminders, or open house announcements.
Utility – transactional messages, such as “Your application has been submitted” or “Check your status online.”
Choose a content type:
Text – plain text message body.
Call to Action – adds one or more buttons that can link to a website or initiate a phone call.
Write the body of your message.
You can insert variables (e.g., student name, program name, staff sender) by selecting Add Variable. These will be displayed in brackets and filled in automatically when the message is sent.
Add sample data for your variables. This helps Meta understand the intended use of your template during the review process and your Element451 users when they leverage this template in conversations.
Save your template and submit it for approval.
Once submitted, the status will show as Received.
Meta will review and either approve or reject the template. This process typically takes from a few hours to a couple of days.
After approval, your template will be available for use in Element451.
Messaging with WhatsApp
Once your account and templates are ready, you can start managing WhatsApp conversations directly in Element451.
Starting a New WhatsApp Conversation
Starting a New WhatsApp Conversation
Navigate to Engagement > Conversations > All Conversations.
Click the New Conversation button.
Select WhatsApp as the channel.
Configure the conversation details:
From Number: Choose the sending number.
Recipient: Search for the student (must have a validated mobile number).
Participants: Add any internal users you’d like to loop in.
Assignee: Assign the conversation to a person or Team.
Template: Select your pre-approved template to use.
Joining an Existing WhatsApp Conversation
Joining an Existing WhatsApp Conversation
Navigate to Engagement > Conversations > All Conversations.
Select the conversation.
Click Join Conversation at the bottom.
Saved Replies
Saved Replies
Like other conversation channels, you can save pre-drafted replies for common questions. To manage your WhatsApp saved replies, navigate to Engagement > Conversations > Settings > WhatsApp.
Note, these may only be used inside your 24-Hour messaging window.
Automating with Conversation Rules
Automating with Conversation Rules
You can use Conversation Rules to tag, assign, reply to, or close WhatsApp conversations automatically.
WhatsApp + Bolt AI
Bolt Agents: Never Miss a WhatsApp Window
Bolt Agents: Never Miss a WhatsApp Window
Timing matters with WhatsApp—once a student messages you, you have just 24 hours to respond without needing a pre-approved template. That’s where Bolt Agents can help.
When enabled, Bolt Agents can automatically reply to the first inbound WhatsApp message from a student, even if it comes in after hours. This helps you stay within the 24-hour window and keep the conversation going without manual intervention.
The Bolt Agent will only join and manage the conversation if:
They are enabled for the WhatsApp channel, and
The student initiates the conversation (i.e., their message is the first in the thread)
For more information about Bolt Agents, click here.
Bolt Writing Tools: Smarter Replies, Less Effort
Bolt Writing Tools: Smarter Replies, Less Effort
When you’re actively replying in a conversation, Bolt Writing Tools help you respond faster and sound better. These tools assist with:
Drafting and rewriting responses
Fixing grammar and spelling
Changing tone or shortening/expanding messages
Translating replies
Summarizing threads into shareable notes
Use Bolt Writing Tools to save time and polish your messages, especially when working through multiple chats at once.
For more information about Bolt Writing Tools, click here.
WhatsApp FAQ
To create a WhatsApp sender in Element451 and connect it to our WhatsApp Business account do I need to be an admin?
To create a WhatsApp sender in Element451 and connect it to our WhatsApp Business account do I need to be an admin?
Yes. You must me an WhatsApp/Meta Business admin to connect the associated WhatsApp Business account.
Can I make voice or video calls via WhatsApp in Element451?
Can I make voice or video calls via WhatsApp in Element451?
No. Element451 uses the WhatsApp Business API to connect to your WhatsApp business account. This API does not offer support from Meta for video or voice calls.