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Overview

This document provides a summary of the WhatsApp messaging feature in CT Text.

Feature Availability

• The WhatsApp channel is currently Early Access in the production environment, and is available to a limited group of beta customers.
• The WhatsApp channel will be available for the Starter, Standard, and Professional plans.

Key Functionality

The following functionality is available for the WhatsApp channel in CT Text:

• Connect a phone number with a customer's WhatsApp business account and enable it for WhatsApp messaging in CT Text
• Send and receive messages to and from WhatsApp recipients.
• Add and receive large file attachments, including images, videos and PDF documents.
• Send approved Meta template messages outside of the 24-hour customer service window, including support for media headers, variables, call-to-action buttons and quick replies.
• Keep track of and provide information about the 24-hour customer service window, including the remaining time.
• International 2-way texting with WhatsApp recipients.
• End-to-end encryption between the CT Text user and the WhatsApp recipient.
• View read receipts for messages sent to WhatsApp recipients.
• View a “Reply” from a WhatsApp recipient to a specific message.
• Display the approved brand name to WhatsApp recipients for Meta verified accounts.
• Switch between channels in the conversation if required.

Customer Prerequisites

To use WhatsApp messaging in CT Text, customers must meet the following requirements:

• Meta business portfolio: A Meta business portfolio is required to be able to create a WhatsApp Business Account (WABA) through which a business can send/receive WhatsApp messages.
• To enable WhatsApp messaging in CT Text, you will need to login to your Meta business portfolio with admin credentials.
• Payment method: A payment method (e.g. credit card) must be added to the WhatsApp account before you can send messages via the WhatsApp platform. Meta will directly invoice customers for the costs of WhatsApp messages, based on the current message rates. (see: https://business.whatsapp.com/produc...-pricing#rates)
• Account verification: This is not mandatory, but highly recommended. When you verify your business with Meta, you obtain the following benefits:
  • Show the approved display name in the WhatsApp client.
  • Add up to 20 phone numbers to a WhatsApp account. (By default, only 2 numbers are allowed). 
  • Deliver up to 1,000 messages within a 24-hour period.

WhatsApp Message Costs

Costs for the WhatsApp messaging service include fees from both Meta and CT Text.

• Meta will invoice the customer directly for each template message sent to WhatsApp recipients, based on Meta's published pricing model and rate cards. <>
• CT Text will charge a nominal per-message fee for all inbound and outbound WhatsApp messages handled through the CT Text platform.

Additional Information