Starting April 1, 2025, WhatsApp will temporarily pause the delivery of all marketing template messages to phone numbers with a +1 US area code. This is part of their effort to enhance the consumer experience in the US, which aims to deliver better outcomes for businesses in the future. Please note that attempting to send marketing template messages to US numbers after this date will result in an error. We recommend reviewing your messaging strategy and making any necessary adjustments. For more details, refer to the Meta Reference Document on this update. 

1. Introduction to WhatsApp integration 

Overview of WhatsApp integration in Zoho Backstage    

WhatsApp Integration in Zoho Backstage enables event organizers to communicate directly with attendees through one of the world’s most widely-used messaging platforms. By connecting WhatsApp to Zoho Backstage, organizers can send important event updates, reminders, and announcements directly to participants' WhatsApp accounts. This integration allows for a seamless and efficient way to keep participants informed and engaged before, during, and after the event.

With WhatsApp integrated, you can automate messages triggered by specific actions, such as ticket purchase, ticket reassignment, or ticket cancellation, and reach participants instantly in a familiar messaging environment. This integration is part of Zoho Backstage's commitment to providing event organizers with versatile tools to enhance attendee experiences.

Benefits of using WhatsApp for event communication   

1. Instant Communication: WhatsApp messages are typically received and read much faster than emails, allowing you to deliver time-sensitive updates to attendees quickly.

2. Global Reach: WhatsApp is widely used across the globe, making it an ideal platform for events with international attendees. Attendees can receive messages on a convenient, accessible platform they already use daily.

3. Higher Engagement: WhatsApp has high open rates compared to other communication methods, improving the likelihood that attendees will see and act on your messages, such as event reminders, last-minute changes, and post-event surveys.

4. Personalized and Targeted Messaging: With triggers and customizable message templates, you can personalize messages based on participant actions, delivering relevant updates that make the event experience smoother and more engaging.

5. Automated Updates: You can set up automated messages for specific actions, reducing the manual effort required to keep participants informed.

By leveraging WhatsApp for event communication, you enhance the accessibility and effectiveness of your messaging, helping participants stay connected and engaged with every aspect of your event.

Availability 

WhatsApp Integration is available for users in Essential, Premium, and Ultimate plans.

2. Setting up WhatsApp integration 

Requirements and prerequisites   

• Verified Business: Ensure your business is verified on Facebook.
  

• Facebook Business Manager: Have access to your Facebook Business Manager account.

• WhatsApp Business Platform: Have access to your WhatsApp Business Platform account.

• Zoho as BSP: By integrating, Zoho will become your Business Service Provider (BSP).

• Unique and Valid Phone Number: The phone number used for WhatsApp Business integration must be valid, owned by you, and not associated with any other BSP, WhatsApp Personal, or WhatsApp Business account.

1. To learn more about WhatsApp Business Account Verification, click here.
   
2. To learn how to verify your business on Meta, click here.
   

Steps to connect Zoho Backstage with WhatsApp 

1. Go to Portal Settings > Integrations > Event Communication from your portal.

2. Click the Configure Now button.

3. Ensure all prerequisites are met.

4. Read and agree to WhatApp Client ISV Terms and WhatApp Client Terms.
   

5. Click the Configure Now button.
   

6. You’ll be redirected to the Facebook login page. Log in with your credentials and enter the code if required. 
   
   
   
   

7. Click the Continue as [Account Name] button.
   
                                                   

8. Click Get Started on the Connect your account to Zoho Corporation page.  
   
      
   
   

9. Fill in your business information and click Next.  
    

   
                                                 

10. On the Create or select a WhatsApp Business Account page:

• In the Choose a WhatsApp Business account dropdown, choose from the existing WhatsApp Business accounts in the dropdown. 

• In the Create or select a WhatsApp Business profile dropdown, pick one from any available WhatsApp Business profiles.
  
  Note: Profiles will appear only if you select an existing WhatsApp Business Account. If you don't have an existing WhatsApp Business account, refer to this.                           

• Click Next. 
  
  
  
  

11. On the Review Zoho Social Local's access request page, click Continue.

12. On the You're now ready to chat with people on WhatsApp page, click Finish.

13. Back in Zoho Backstage, click Configure on the Connected to WhatsApp dialog box. 
    
    
    
    

14. In the Configure Default WhatsApp Number dialog box, choose a number from the Verified WhatsApp Numbers dropdown. 
    
    
    
     

15. Click Continue to complete the configuration.

Note: If you encounter errors during setup, please refer to Embedded Signup Flow Errors.

Setting up a new WhatsApp Business account and profile 

1. On the Create or select a WhatsApp Business Account page:

• In the Create or select a WhatsApp Business profile dropdown, select Create a new WhatsApp Business profile to create a new profile.

• In the Choose a WhatsApp Business account dropdown, choose from the existing WhatsApp Business accounts in the dropdown, or select Create a WhatsApp Business account to create a new account.

• Click Next.

2. On the Create a WhatsApp business profile page, enter the name in the WhatsApp business account name field if you don’t have one already.

3. Enter the display name in the WhatsApp Business display name field. 
   
   

   

4. Choose a category for your business from the Category dropdown and click Next.

5. On the Add a phone number for WhatsApp page, choose the Country Code from the dropdown, enter the phone number in the Phone number field, choose a verification method, and click Next. 
   
   

   

6. Enter the verification code on the following page and click Verify.

7. On the Review Zoho Social Local's access request page, click Continue.

8. On the You're now ready to chat with people on WhatsApp page, click Finish.

3. Automated triggers and templates for WhatsApp messages  

Understanding automated triggers and when to use them 

Automated triggers in Zoho Backstage allow you to streamline communication with attendees at key moments, enhancing engagement and keeping everyone informed. Currently, there are three available triggers, with additional triggers in development to expand your messaging options. Here’s how each trigger works and when to use it:

Attendees

• Automatically sends a message to confirm a new registration and provide relevant event details, ensuring attendees have the information they need right away.

• Use this trigger to welcome and confirm new attendees as soon as they register.
  

Send Reassigned Ticket Details

• Notifies a new attendee when a ticket has been reassigned to them, providing the necessary event and ticket details.

• Use this trigger to keep reassigned attendees informed, avoiding confusion, and ensuring they’re ready to attend.

Order Canceled

• Sends a notification to the attendee if their order or ticket is canceled, helping to avoid misunderstandings or unexpected surprises.

• Use this trigger to promptly inform attendees of cancellations, ensuring clear communication in case of any order changes. 
  

Purchasers

Send Registration Confirmation

1. Automatically sends a message to confirm a new registration and provide relevant event details, ensuring purchasers have the information they need right away.
2. Use this trigger to welcome and confirm new purchasers as soon as they register.

Order Canceled

1. Sends a notification to the purchaser if their order or ticket is canceled, helping to avoid misunderstandings or unexpected surprises.
2. Use this trigger to promptly inform purchasers of cancellations, ensuring clear communication in case of any order changes.

Speakers

1. Automatically sends a message to welcome new speakers, providing them with key event details and instructions.
2. Use this trigger to ensure speakers feel informed and prepared for their participation.

Speaker Added to a Session

1. Notifies a speaker when they are added to a session, sharing session details and relevant information.
2. Use this trigger to keep speakers informed and aligned with their assigned sessions.

Speaker Removed from a Session

1. Sends a notification to a speaker if they are removed from a session, providing them with relevant details.
2. Use this trigger to clearly communicate session changes, preventing confusion.

Sponsors

​

1. Automatically sends a message to thank sponsors for their support before the event website goes live.
2. Use this trigger to build sponsor relationships and show appreciation early on.

Welcome and Thank Sponsor After Website is Live

1. Notifies sponsors with a welcome message and expresses gratitude for their support once the website is live.
2. Use this trigger to acknowledge sponsors and keep them engaged throughout the event.

Deny Sponsor Proposal

1. Sends a notification to inform a sponsor that their proposal has been denied, providing relevant details.
2. Use this trigger to communicate proposal decisions respectfully and clearly.

Acknowledge Sponsor Proposal

1. Automatically sends a message confirming receipt of a sponsor proposal.
2. Use this trigger to ensure sponsors feel acknowledged and valued.

Participants

​

1. Notifies participants if an event is canceled, providing details and next steps.

WhatsApp templates: key insights and tips

1. Upon saving, the template must be sent to WhatsApp for approval.

2. Only approved templates can be used for creating WhatsApp notifications in Zoho Backstage.

3. Approval time might take up to 24 hours.

4. Templates can be sent for approval only once a day.

5. Approved templates can be reviewed. But a template cannot be edited while in review.

6. To learn more about Facebook guidelines for WhatsApp Business message templates, click here.

7. The Template Category could either be Utility or Marketing. Learn more about Template Categorization.

8. To know the limitations of WhatsApp templates, click Template Limitations.

4. Portal level setup 

Configuring triggers 

Automated triggers let you send WhatsApp messages based on key actions. Here’s how to enable and manage them at the portal level.

1. Go to Portal Settings > Integrations > Event Communication.
   
     

2. Click the Manage button.

3. Click Manage next to Automated Triggers or select Automated Triggers in the left pane.
     
   
   
   

4. Click Enable Triggers to access the Automated Triggers page.

5. To view a template message, click on the View details link associated with a trigger in the Message Template column or click the View button associated with a trigger.

6. Once triggers are enabled, the associated templates will automatically appear in the Templates tab.
    

Creating templates 

1. Go to Portal Settings > Integrations > Event Communication.

2. Click the Manage button associated with Message Templates. Or, go to the Templates tab from the left pane. 
   
   
   
   

3. Click Create New Template. The Create New Message Template page will display. If you have created templates already and you want to add a new one, click Add Template on the top right of the Templates tab. 
   
   
   
   

4. Select the To information, enter the Template Name, and pick a Category for the message template.

5. Choose one of the following headers for the message template: None, Text, or File.
   
   
   
      
   
   
   
   
   
       

6. Click Save Template to create your template.

7. In the Templates page, open the dropdown associated with a template and click Send for Approval to send the template to WhatsApp for approval.

Learn more about WhatsApp Templates here.

Customizing templates 

1. Go to Portal Settings > Integrations > Event Communication.

2. Click the Manage button associated with Message Templates. Or, go to the Templates tab from the left pane.

3. To edit the template, click the Edit button associated with a template.The Create New Message Template page will display. 
   
   
   
   

4. Select the To information, enter the Template Name, and pick a Category for the message template. 
   
   

5. Choose one of the following headers for the message template: None, Text, or File.  
   
   
       
   
   

6. Click Save Template to create your template.

7. In the Templates page, open the dropdown associated with a template and click Send for Approval to send the template to WhatsApp for approval.

5. Event level setup  

Configuring triggers 

For event-specific communication, configure automated WhatsApp triggers within each event. Follow these steps to activate triggers for individual events.

1. Go to Communicate > WhatsApp from the Dock. 
   
   
   
   

2. Click the WhatsApp Business toggle button to enable WhatsApp for that particular event.

3. Click the Manage button associated with Automated Triggers or go to the Automated Triggers tab from the left pane.  
   
   
                          

4. Turn on the toggle button for the desired trigger. Ensure your templates are approved by WhatsApp before enabling. 
   
   
   
   

5. To view the template message, click the on View Details link associated with a trigger in the Message Template column or click the View button associated with a trigger. 

 Creating templates 

1. Go to Communicate > WhatsApp from the Dock. 
   
   
   
   

2. Ensure WhatsApp Business is enabled.

3. Click Manage to open WhatsApp Business setup for the event.

4. Click the Manage button associated with Message Templates or go to the Templates tab from the left pane.
   
   
   
   

5. Click Add Template. The Create New Message Template page will display. If you have created templates already and you want to add a new one, click Add Template on the top right of the Templates tab.
   
   
   
   

6. Enter the To information, Template Name, and pick a Category for the message template.

7. Choose one of the following headers for the message template: None, Text, or File.  
   
   
   
      

8. Click Save Template to create your template.

9. In the Templates page, open the dropdown associated with a template and click Send for Approval to send the template to WhatsApp for approval.

 Customizing templates 

1. Go to Communicate > WhatsApp from the Dock.

2. Ensure WhatsApp Business is enabled.

3. Click Manage to open WhatsApp Business setup for the event.

4. Click the Manage button associated with Message Templates or go to the Templates tab from the left pane.

5. To edit the template, click the Edit button associated with a template.The Create New Message Template page will display.  
   
   
   
   

6. Make the necessary changes.

7. Click Save Template to update your template. 

Deleting a template 

1. Go to Communicate > WhatsApp from the Dock.

2. Ensure WhatsApp Business is enabled.

3. Click Manage to open WhatsApp Business setup for the event.

4. Click the Manage button associated with Message Templates or go to the Templates tab from the left pane.

5. To delete the template, click the Delete button associated with a template.
   
   
   

6. Sending WhatsApp notifications

1. Go to Communicate > WhatsApp from the Dock.

2. Ensure WhatsApp Business is enabled.

3. Click Manage to open WhatsApp Business setup for the event.

4. Click the Manage button associated with Manage Notifications or go to the Notifications tab from the left pane.

5. Click the Create Notification button.
   
   
   
   

6. In the Create Notification side panel, fill in the notification name and select an approved template from the Select Template dropdown.
   
   Note: If you do not have any templates created, click Create New Template. Only an approved template can be selected for notification. 
   
   
   
   

7. Choose the Recipients for your event.

8. Click Save

7. WhatsApp credits      

The costs of WhatsApp messages vary by region. Customers will be charged for outgoing messages using Zoho IM credits. One credit is equivalent to $2 USD, and with 40 credits ($80 USD), you can send 10,000 outgoing messages. Please check this link for pricing details. 

Purchasing credits

1. Go to Communicate > WhatsApp from the Dock.

2. Click Manage.

3. Click Purchase Credits.
   
   
   
   

4. Enter the number of credits you would like to purchase and click Calculate Price.
   
   
   
   

5. Review the total cost and click Make Payment. The Payment Options dialog box will appear.
   

6. Choose your payment mode, enter your credentials and enter the the OTP if required.

7. Go back to the Zoho Backstage web app and refresh the page. Your attendee credits will now be available for your event.

If your WhatsApp Business account has been suspended or terminated, please review WhatsApp's guidelines for next steps. For detailed instructions, visit: WhatsApp Business Policy.

All References  

• WhatsApp Business Policy

• WhatsApp Business Platform Pricing

• Template Guidelines

• Template Categorization

• Template Limitations

• Template Message Components 

• Template Rejection Reasons

• Step to Take if Your Account is Suspended or Terminated

 If you have further questions, please contact support@zohobackstage.com.