With 3 billion active users per month, WhatsApp is the most popular instant messaging application in the world.
By integrating WhatsApp into your Customer Service channels, allow your customers to reach you easily and for free, on the #1 app, already in their pocket.
iAdvize is one of the official providers of the WhatsApp Business API, an exclusive group of partners selected by WhatsApp, enabling brands to launch on the application.
As a visitor
✅ What I can do
- Scan a QR code to start a conversation with the brand. The scan automatically launches the WhatsApp application with an open conversation window.
- Add the brand's phone number to my contacts and start the conversation on WhatsApp.
- Use the pre-recorded message displayed to start a conversation with the brand.
- Quickly see whether the account has been validated by Facebook thanks to the green checkmark.
- Access information about the brand through the Business Profile.
- Send and receive images (JPG, JPEG, PNG, GIF) and PDF documents of up to 5 MB.
- Send audio messages (or voice messages).
- Complete a satisfaction survey at the end of the conversation.
❌ What I cannot do
- Be contacted directly by the brand.
- Receive audio media recorded by the agent.
- Participate in a group conversation that includes a brand.
As an agent
✅ What I can do
- Manage a WhatsApp conversation like any other conversation. The features available on the console are the same as for Facebook, Messenger, or SMS conversations.
- Receive WhatsApp conversations directly in "push" mode on my console.
- Pause, transfer, or close the conversation.
- Add tags during or at the end of the conversation.
- Send images (JPG, JPEG, PNG, GIF) and PDF documents of up to 5 MB.
- Listen to voice (or audio) messages recorded by the visitor (1).
- Use pre-recorded responses and the translation tool.
- Manage my availability on third-party channels (2).
- Write a deferred message when sending a reactivation template, so that it is automatically sent to the visitor as soon as they agree to resume the conversation.
(1) Voice messages arrive as audio files played by the browser in a new tab.
(2) More information about managing conversations from third-party channels here.
❌ What I cannot do
- Send a pre-recorded offer or link (a common limitation for all third-party channels).
- Block a visitor (a common limitation for all third-party channels).
- Send a free-text message to a visitor whose last message was more than 24 hours ago. A reactivation step is mandatory beyond this time limit.
The 24-Hour Rule on WhatsApp
WhatsApp enforces a strict rule: after 24 hours without a message from the visitor, the agent can no longer send free-text messages. They must first send a pre-defined reactivation message to invite the visitor to resume the conversation.
Only after a positive response from the visitor does the composition area become available again for free exchange.
The template text is configurable directly in your WhatsApp Business Manager. The exact content of the message therefore depends on each WhatsApp account's configuration.
Sending a Deferred Message During a WhatsApp Reactivation
The deferred message allows the agent to write their response at the very moment they send the reactivation message. The message is stored on the platform, then automatically sent to the visitor as soon as they agree to resume the conversation — with no additional action required.
How to proceed:
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Open the reactivation modal
From the console, click the reactivation button.
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Write the deferred message
The input field reappears. Write the response intended for the visitor. All usual Desk features are available (pre-recorded responses, formatting, etc.).
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Confirm the send
The following messages are not yet visible to the visitor. A notification confirms that the request has been successfully sent.
As soon as the visitor responds to the reactivation message, the deferred message is automatically sent. No action is required from the agent.
Tracking the Deferred Message
- In the conversation thread: the message is displayed with the label "Pending" until the visitor responds, then as a standard sent message.
- In the Conversation Report: the deferred message is visible, with a slight animation that distinguishes it from other messages.
- In statistics: each deferred message is counted as an additional contact.
- Snooze: the snooze feature remains available after the reactivation message is sent.
As an Admin
✅ What I can do
- Configure up to 25 phone numbers on my WhatsApp account.
- View which phone number is configured.
- Access the report filters for the WhatsApp channel. The reports concerned are: Contact - Activity, Contact - Responsiveness, Presence - Presentation, Presence - Occupancy, Sales - Activity, Customer Experience, Production, Conversations.
❌ What I cannot do
- Delete or add a phone number myself.
- Add more than 25 numbers to my WhatsApp account. To go beyond this limit, Meta must be contacted directly via direct support by providing the WABA ID.
You can download the practical guide below: