WhatsApp

Reach More People with Mogli's WhatsApp Integration

Interested? Reach out to our team for more info! Check out our WhatsApp demo and stats!

In order for our team to integrate Mogli and WhatsApp, your business or organization will need to go through an approval process through our messaging partner. Our team will work with yours to get you set up with phone numbers and WhatsApp-approved templates.

Your WhatsApp Gateway will appear just as your others in the drop-down menu in Conversation View:

WhatsApp FAQ

What are some typical use cases and benefits for using WhatsApp?

WhatsApp is a cross-platform free app that utilizes an internet connection to send messages, rather than over your mobile network. WhatsApp with Mogli supports customer/constituent care and notifications.

How does it work?

WhatsApp requires users to have pre-approved templates for initiating conversations. Once a message is initiated and the recipient responds, there is a 24-hour window that the Mogli user may send any message to the recipient. This 24-hour window restarts every time the recipient sends an incoming message back to the WhatsApp Gateway. See a short video of how it works here. Group messaging and reporting within WhatsApp are currently incompatible with Mogli functionality.

What are the associated costs of WhatsApp?

WhatsApp functionality is available on our Elite plan for the added cost of $2,500/year.

WhatsApp is automatically included with all Enterprise plans.

Contact Tech Support at help@mogli.com or your Account Manager directly.

How long does it take to get up and running with WhatsApp?

It can take up to a few weeks to get up and running with WhatsApp.

1. Approval - applicants will need to fill out a form to request WhatsApp access. Applications are processed weekly.
2. WhatsApp Business Account Setup - you will need provide Mogli with your Facebook Business Manager ID to create your account
3. Number configuration - a WhatsApp Business Profile must be created using an existing number. This is a part of the application process.
4. Template approval - templates must be approved by WhatsApp (can take 3-4 days)
5. Account verification

Why aren’t my WhatsApp SMS Templates working?

If your SMS Template in Mogli isn’t exactly formatted as it is in Twilio, your template may fail.

Also, be sure NOT to include line breaks within templates. Remove extra spaces from the end of the template or the template may fail.

Can I send and receive MMS with WhatsApp?

Yes! You can send outbound MMS up to 16MB in a singular WhatsApp MMS attachment.

The maximum inbound MMS attachment size is 6MB.

How many Whatsapp-enabled numbers can I send from?

Two. Mogli configures up to two Whatsapp-enables numbers for clients, but you can purchase more by contacting your Account Executive.

WhatsApp Prerequisites

WhatsApp approval can sometimes take several weeks. If WhatsApp is included in your package and you have time constraints, we encourage you to complete these steps ASAP.

WhatsApp Client Terms

WhatsApp Client Terms (Review ASAP)

Acknowledgement Form (Submit ASAP)

Facebook Business Account

Create Your Account (if you don’t have one)

Verify Your Business (if you haven’t already)
Please be sure you include your organization’s legal name, globally accessible website, address, business phone number to complete verification.

Note: Mogli can only link one Facebook business account page per client.

WhatsApp Business Account

PROVIDE THE FOLLOWING TO MOGLI:

• WhatsApp Phone Number Country
• Preferred Area Code (if US number)
• Business Display Name
• Meta/Facebook Business Manager ID**
• Company Vertical
• Primary Use Case [Notifications, Customer Support, 2FA or User Verification]
• Regions You Will Send Messages To
• Est. Messages per Month During First Year
• Screenshot of Meta/Facebook Business Information for Verification (see example screenshot)
• Company Registered Address - Optional
• Company Email - Optional
• Website URL - Optional
• 640 x 640 logo (no transparency) - Optional

**WhatsApp Business Account Setup: Facebook Business Manager ID Requirement
During the setup of your WhatsApp Business Account, we need to ensure that you have a valid Facebook Business Manager ID. WhatsApp requires this ID for account setup. It is essential to have a Facebook Business Manager ID associated with your company or organization to proceed with the setup process.

Important Note: Your display name may be rejected if the provided Facebook Business Manager ID is not associated with your company or organization.You can create one or find your existing ID by going to business.facebook.com, navigating to Business Settings, and then selecting Business Info. For detailed instructions, refer to the screenshot provided below and consult our documentation.

Approval

Mogli will reach out once your WhatsApp application is approved.

Messaging Window

Each time a WhatsApp contact sends an inbound message, whether in reply to your message or a new conversation, you’ll have a 24-hour window to respond. When you attempt to send a message outside of this window, WhatsApp requires that you use an approved template. The Mogli SMS ‘message to send’ field will be grayed out along with a prompt to use a template instead.

Think of your template as a conversation starter; the goal is to convert this message into a two-way conversation once the recipient replies. Once a response is received, your 24-hour window for conversation begins, resetting each time the recipient chooses to continue the conversation.

Whatsapp Templates

A WhatsApp template is a pre-approved message which can be sent to initiate a conversation with a WhatsApp contact who has not messaged you recently. Once your application has been approved, Mogli will configure your WhatsApp templates and purchase your WhatsApp Gateway. Mogli will add your approved templates as SMS Template records in the MogliSMS Lightning App in Salesforce once they’ve become available.

All contacts should provide consent prior to initiating your first conversation. While WhatsApp requirements are different from government regulations for text messaging, our Consent, Opt-In, Opt-Out blog post is a great resource when it comes to capturing consent.

Template Categories

Your WhatsApp templates must fall into one of the following categories.

• Marketing: Marketing conversations relate to your business, products, or services. These include offers and promos, related product suggestions, abandoned cart messages, or any conversation that doesn’t qualify as authentication or utility.
• Utility: Utility conversations are directly related to a transaction, including post-purchase notifications and recurring billing statements.
• Authentication: Authentication conversations provide users one-time passcodes for authentication purposes. These can occur at any stage of the user journey — such as account registration, account recovery, or integrity challenges.

Template Guidelines / Format

Mogli has taken an in-depth look at Text Messaging Templates. Complete the questionnaire, and our guide with sample templates will be sent to your inbox.

WhatsApp templates use placeholder text within double curly brackets that can be replaced with dynamic content (merge field or custom text string) {{...}}. Creating general templates allows them to be used for multiple purposes. Text within the brackets can then be replaced with dynamic content.

Some examples are below:

Your {{1}} appointment is coming up on {{2}}

Your {{1}} order of {{2}} will be delivered on {{3}}. Details : {{4}}

Reminder: Your {{1}} is due before {{2}}.

Example Text Message using approved template: Reminder: Your FAFSA is due before 3/15/2021.

You will need to provide Mogli with both of the following: 1) the WhatsApp template including double curly brackets for merged text, and 2) an example text messge with sample date merged in.