💡 Purpose
This article explains how WhatsApp messaging works within Fetch and outlines the steps required to set up and use WhatsApp to communicate with your guests. Whether you're just starting out or looking to optimize your messaging strategy, this guide covers everything from template registration to manual and automated usage.
How It Works
⚠️ Note: If you have not yet completed your WhatsApp onboarding, please refer to our WhatsApp Integration Onboarding Guide for detailed steps on how to get started, including verifying your Meta Business account and setting up message templates.
Understanding WhatsApp Templates
WhatsApp requires businesses to register message templates in order to send the first message to a guest. This protects WhatsApp users from receiving unwanted marketing messages.
Why Templates Are Needed
- If a guest reaches out to your business first, you can respond freely without any restrictions.
- If you want to proactively message guests, you must use a pre-approved message template.
How to Register Templates
- Decide on the types of messages you want to send first—these could be:
- Reservation reminders,
- Pre-arrival instructions,
- Service introductions,
- Or a generic message like:
"A team member from [Hotel Name] would like to reach out to you about your stay. Reply YES to receive their message."
- Share these templates with our support team so we can register them with WhatsApp Business on your behalf.
Once approved, save these templates to your Fetch account so staff can quickly access and send them.
(Approval takes between 1 and 2 hours.)
WhatsApp Messaging Usage: Three Levels of Setup
Once you have WhatsApp enabled, there are 3 levels of utilizing WhatsApp.
1. No Templates Registered
If you haven’t registered any templates:
- You cannot proactively message guests via WhatsApp.
- Staff must provide your property’s WhatsApp number to guests.
- When a guest messages your number, it will create a new ticket in Fetch.
- Staff can reply to the guest directly within the ticket’s WhatsApp tab.
2. With Templates Registered
Once templates are registered:
- Staff can proactively send messages to guests via the WhatsApp tab in Fetch.
- To do this:
- Open a new ticket with the guest.
- Navigate to the WhatsApp tab.
- Select the appropriate approved template from your saved list.
- Send it in the exact format it was approved.
This opens a 24-hour messaging window where you can freely chat with the guest.
3. Automated Messages
To send broadcasts or automated messages (e.g., check-in greetings, updates) via WhatsApp:
- You must have your templates registered.
- Then you must have automated messaging preferences with our team.
- We’ll work with you to define how to segment your guest list:
- Most common method:
- +1 (US) numbers receive messages via SMS.
- Non - +1 numbers receive messages via WhatsApp.
- Most common method:
Once set up, automated messages can be sent through the messaging module, reaching guests on the most effective channel.