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WhatsApp

Learn all about the WhatsApp Conversations Channel.

Michael Stephenson avatar
Written by Michael Stephenson
Updated this week

premium feature 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

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?

  1. Navigate to Conversation Settings > WhatsApp.

  2. Click the "Register Sender" button.

  3. Complete the Sender Configuration settings.

    • Phone Number

      • You can select from any Element451 phone number.

    • Business Display 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

  4. Click the Connect WhatsApp button in the top right corner of the New WhatsApp Sender sidesheet to authenticate and link your Meta Business Account.

  5. After connecting your account, contact live support so we can activate your message templates.

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

  1. Navigate to Engagement > Conversations > All Conversations.

  2. Click the New Conversation button.

  3. Select WhatsApp as the channel.

  4. 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

  1. Navigate to Engagement > Conversations > All Conversations.

  2. Select the conversation.

  3. 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.

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