WhatsApp Settings - Online Help | Zoho Campaigns

WhatsApp Settings

Before you can run WhatsApp campaigns in Zoho Campaigns, your WhatsApp Business Account needs to be connected and set up correctly. The WhatsApp section under Settings is where all of that lives. It's the single place to view your integration details, check the health of your account and phone numbers, manage your messaging credits, and fine-tune how your WhatsApp campaigns behave.

This section is organized into three sub-sections: Overview, Credits, and Preferences.
InfoHow to access: Navigate to Settings -> WhatsApp.

Overview   

The Overview section shows you the integration details of your connected WhatsApp Business Account and the phone numbers associated with it. This is where you confirm that everything is connected and in good standing before you send.

WhatsApp Business account details   

At the top, you'll see the core details (provided by Meta) of your connected account such as:
  • Account Name: The name of your WhatsApp Business Account.
  • Account ID: The unique ID assigned to your account.
  • Account Status: The current standing of your account with WhatsApp.
  • Message Limit: The maximum number of messages you can send per day.


What are the various account status for a WhatsApp Business account?

The Account Status can be one of the following:
  • Approved: Your account is active and can send messages.
  • Pending: Your account is under review and not yet ready to send.
  • Flagged: Your account has quality issues, such as badly designed templates or spammy content that many recipients have reported as spam.
  • Restricted: Your account has violated a policy, such as selling restricted goods, breaching selling policies, or sending malicious content.

NotesNote: Keep your account in the Approved state to send campaigns without interruption. If your account is flagged or restricted, review your templates and content and follow WhatsApp's guidelines to restore it. Learn more about WhatsApp Business Account Quality and Policies.

Phone Numbers   

Below the account details is the Phone Numbers table, which lists every number associated with your WhatsApp Business Account along with its details such as:
  • Display Name: The approved display name from WhatsApp that your recipients will see.
  • Phone Number: The number associated with the business name.
  • Quality Rating: The status assigned to your phone number by WhatsApp based on how recipients respond to your messages. It can be High, Medium, or Low.
  • Connection Status: Determines whether you can send WhatsApp campaigns using that specific number. It can be Connected, Disconnected, Pending, Restricted, or Flagged.
  • Display Name Status: The review state of your display name. It can be Available Without Review, Approved, or Declined.
You'll find an information icon next to each column header. Hover over it for a quick explanation of what the column means.
NotesNote: A maximum of 20 phone numbers can be added in Meta and associated with the integration.

How to associate a phone number in the WhatsApp integration

To associate a number from your WhatsApp Business Account to use as the sender for your campaigns:
  1. Navigate to Settings [Gear icon at top-right corner] -> WhatsApp -> Overview.
  2. In the Overview section, click Associate number at the far right of the Phone Numbers table.
  3. In the Select Phone Numbers window, choose a number from your WhatsApp Business Account. You can see its Display Name, Display Name Status, and Connection Status before selecting.
  4. Click Associate number to confirm, or Cancel to go back.
If the number you want isn't listed, click Add new number (available both in the Associate number dropdown and inside the Select Phone Numbers window) to add a new one.

How to delete a phone number in the WhatsApp integration 

  1. Navigate to Settings [Gear icon at top-right corner] -> WhatsApp -> Overview.
  2. In the Phone Numbers table, hover over the number's row and click the More (...) icon.
  3. Click Delete.
  4. In the Delete this number? confirmation dialog, click Delete to confirm, or Cancel to keep it.
NotesNote: Deleting a number only removes it from Zoho Campaigns. The number will not be removed from your WhatsApp Business Account.

Credits   

WhatsApp campaigns run on credits. The Credits section shows your available balance, lets you buy more, and lets you set up automatic top-ups so your messaging never stops because of a low balance.

What are Available credits and how to buy more WhatsApp credits?

In the Credits section in WhatsApp settings, at the top, Available Credits shows your current balance.
To buy more WhatsApp credits:
  1. Navigate to Settings [Gear icon at top-right corner] -> WhatsApp -> Credits.
  2. Click Buy More Credits button.
  3. You'll be taken to the Store page where you can complete the purchase of credits.
NotesNote: You can purchase a minimum of 1 credit, and there is no maximum limit on how many credits you can buy.

What is auto top-up in WhatsApp credits?

Auto top-up automatically adds credits when your balance runs low, so your WhatsApp messaging continues uninterrupted.
NotesNote: Auto top-up is not enabled by default. You need to turn it on.
To set up auto top-up:
  1. Navigate to Settings [Gear icon at top-right corner] -> WhatsApp -> Credits.
  2. In the Credits section, turn on the Enable auto top-up toggle.
  3. In the Auto Top-up Credits panel, fill in the two fields:
    • When should credits be added? Auto top-up runs when your balance falls below this number (the threshold).
    • How many credits should be added each time? The number of credits added on each top-up.
  1. Click Save.
Once enabled, the Credits section displays your current settings (Number of credits and Threshold). To change them, click Manage Top-up Preferences.

Preferences   

The Preferences section lets you control how your WhatsApp campaigns behave, including how recipients opt out, the default footer on your templates, and link tracking.

Opt-out keywords   

Opt-out keywords are the words a recipient can reply with to automatically opt out of your WhatsApp messages (for example, UNSUBSCRIBE, STOP, or CANCEL). When someone sends one of these keywords, they're unsubscribed automatically.

To manage your keywords, click Manage under the Keywords field. In the Manage Unsubscribe Keywords window, you can add a keyword and choose when it should trigger an opt-out:
  • Contains word: The recipient is opted out if their message contains the keyword anywhere in it.
  • Exact Match: The recipient is opted out only if their message matches the keyword exactly.
Use the delete (trash) icon to remove a keyword and use the plus button beside it to add new keywords., and click Save when you're done.
NotesNote: You can add a maximum of 10 keywords. Keywords are case insensitive, so unsubscribe, Unsubscribe, and UNSUBSCRIBE are all treated the same.

Default footer text   

Turn on Default Footer Text to add a short line of text to the bottom of your marketing message templates. This is handy for a consistent sign-off or opt-out reminder across your campaigns.

Notes
Notes: 
  • The footer text can be a maximum of 60 characters.
  • Spaces are considered in the character count.
  • Special characters, emojis, merge tags, and line breaks aren't allowed.
  • Also, the footer text character count is not included in the WhatsApp template character limit.

Click tracking   

Turn on Click Tracking to automatically track all links in your WhatsApp campaigns. This lets you measure engagement by seeing which links your recipients click. You can view analytics for your WhatsApp campaigns to track metrics related to clicks.

Frequently asked questions   

How many phone numbers can I use for WhatsApp campaigns?

You can add up to 20 phone numbers in Meta and associate them with the integration.

If I delete a number in Zoho Campaigns, is it gone from WhatsApp too?

No. Deleting a number only removes it from Zoho Campaigns. It stays in your WhatsApp Business Account.

Why can't I send campaigns even though my account exists?

Check your Account Status and the number's Connection Status in the Overview section. You can send only when your account is Approved and the number is Connected. A flagged or restricted status points to a quality or policy issue that needs to be resolved first.

Do I have to buy credits in large amounts? 

No. You can buy as few as 1 credit, with no upper limit on how many you purchase.

Will my campaigns pause if I run out of credits?

They can. To avoid this, enable Auto top-up so credits are added automatically whenever your balance drops below the threshold you set.

Does the footer text eat into my template's character limit?

No. The default footer text has its own 60-character limit and isn't counted against the WhatsApp template character limit.