The WhatsApp integration is a premium feature. Please contact your account manager if you're interested in adding it to your plan.
Overview
With Element451’s integration with WhatsApp, you can communicate seamlessly with students through another conversational channel. WhatsApp can be highly beneficial for institutions that are engaging with international students.
Important Notes
You must use a Meta-approved WhatsApp Business Account.
You need to use a phone number provided by Element451. This could either be your current SMS number or a new number that you purchase through Element451. This number will be linked to your WhatsApp Business Account, and all messages sent to or received from it will be routed through Element451 Conversations.
Any messages sent to other non-Element451 numbers connected to your WhatsApp Business Account will not be handled by Element451 and will remain outside of the Element451 system.
WhatsApp can only be used for 1:1 conversations; it cannot be used for Campaigns.
Due to marketing policy limitations imposed by Meta, you are unable to send initial outbound messages using templates are 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.
We will provide future updates if Meta updates their policies and we are able to provide expanded outbound support for US-based numbers.
Connecting Your WhatsApp Account
Note: To connect WhatsApp in Element451, you’ll first need to add it to your plan by contacting your account manager or reaching out via live support. The option won’t appear until it’s been enabled. Full self-service setup is in development and expected to launch later this summer.
Once you have added the WhatsApp integration to your plan, you can connect your Meta Business Account directly through Element451.
Currently have our WhatsApp Integration?
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 sidesheet to authenticate and link your Meta Business Account. You must me an WhatsApp/Meta Business admin to connect the associated account.
After connecting your account, contact live support so we can activate your message templates. Note: Self-service for this step will be coming soon.
Interested in adding the WhatsApp Integration?
Contact your account manager for assistance with questions, pricing, and enabling the feature for you.
Important: You must use a Meta-approved WhatsApp Business Account to use the integration.
Settings
WhatsApp Outbound Message Templates
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. This ensures that your messages comply with WhatsApp’s policies, reducing the risk of being marked as spam or banned.
Pre-Approved Templates
We’ve included a set of pre-approved templates to get you started. While the template options are currently limited, we plan to expand them over time. If you have specific templates you’d like to use, feel free to send your ideas our way—you can submit via a feature request in live support.
Missing your templates? Reach out to live support.
Saved Replies
To manage your WhatsApp saved replies, navigate to Engagement > Conversations > Settings > WhatsApp.
24-Hour Messaging Window
When a student sends you a message via WhatsApp (either by replying to your message or initiating contact), a 24-hour messaging window opens. Within this window, you can freely reply without using a template.
The 24-hour window starts at the time of the last inbound message from the student.
Using a template from a different category opens a new 24-hour window.
Threading
WhatsApp messages appear in a single thread, just like SMS. After 24 hours:
Conversations are automatically closed.
To reopen:
Send a message using an approved template, or
Wait for the student to initiate contact again
Only messages from known senders will create new threads in Conversations unless you have Anonymous Conversations enabled.
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
Navigate to Engagement > Conversations > All Conversations.
Select the conversation.
Click Join Conversation at the bottom.
Automating with Rules
Use Conversation Rules to tag, assign, reply to, or close WhatsApp conversations automatically.
WhatsApp + Bolt AI
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
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.