> ## Documentation Index
> Fetch the complete documentation index at: https://docs.useinvent.com/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp

> Send broadcast messages at scale through approved WhatsApp Templates

<Note>
  New to broadcasts? Start with the [Broadcasts Overview](/guides/broadcasts/introduction) for the audience, properties, scheduling, and analytics flow that every channel shares. This guide focuses on the WhatsApp-specific setup.
</Note>

<Warning>
  **Read the [WhatsApp Best Practices](/guides/broadcasts/whatsapp-best-practices) page before you send your first broadcast.** WhatsApp is the highest-impact channel we support and also the easiest to lose: a single campaign to an unsolicited audience can pause a template, ban a number, or take down an entire Business Portfolio. Customers who follow the playbook send hundreds of thousands of messages without incident; those who skip it can lose the channel on day one.
</Warning>

WhatsApp broadcasts let you message your audience at scale using **WhatsApp Templates**, pre-approved message templates that comply with Meta's policies. Once configured, a single broadcast can deliver a personalised template to thousands of recipients in seconds.

## Prerequisites

Three things need to be in place before you can configure a WhatsApp broadcast channel:

1. **A connected WhatsApp Business number in Invent.** Connections live at the workspace level, so the same number you set up for an assistant is automatically available for broadcasts. If you have not connected WhatsApp yet, follow the [WhatsApp channel guide](/assistants/channels/whatsapp), it walks through Coexistence vs API-only, Meta's Embedded Signup, and how to attach a number. You can also manage every connection (rename, reconnect, disconnect) from [Settings → Connections](/workspace-management/connections).
2. **At least one approved template.** You can build and submit templates natively in Invent under **Channels → WhatsApp → Templates**, or create them in your [WhatsApp Manager](https://business.facebook.com/wa/manage/message-templates/). Either way Meta reviews and approves each template before it can be sent. See [WhatsApp Templates](#whatsapp-templates) below.
3. **A broadcast in Draft state with an Audience configured.** Open the [Broadcasts](https://www.useinvent.com/o/broadcasts) page, click **+ Create Broadcast**, and pick the segments or contacts you want to reach.

## WhatsApp Templates

Outbound, business-initiated WhatsApp messages must use **templates**. A template is a pre-approved message structure with optional variables, buttons, and media. Meta reviews and approves each template before it can be sent.

### Template Categories

Every template is created in one of three categories. Picking the right one is essential, sending marketing content under a non-marketing category is one of the most common reasons for template rejection or pausing.

| Category           | Use it for                                                                | Examples                                                                      |
| ------------------ | ------------------------------------------------------------------------- | ----------------------------------------------------------------------------- |
| **Marketing**      | Promotional content, offers, product launches, re-engagement, newsletters | "20% off this weekend", "New collection just dropped"                         |
| **Utility**        | Updates and notifications tied to an action the customer already took     | Order confirmations, shipping updates, appointment reminders, password resets |
| **Authentication** | One-time passcodes (OTP) and verification codes                           | Login codes, two-factor authentication codes                                  |

<Tip>
  Utility and Authentication templates have **significantly lower ban risk** than Marketing templates because the recipient is always expecting them. Use them whenever the content qualifies. See [WhatsApp Best Practices](/guides/broadcasts/whatsapp-best-practices#3-match-the-template-category-to-the-content) for why this matters.
</Tip>

### Creating a Template

You can build templates two ways: natively in Invent's template builder, or in Meta's WhatsApp Manager. Either way Meta reviews and approves each template before it can be sent, and once approved it appears in Invent's template dropdown automatically.

#### In Invent

Invent has a full template builder under **Channels → WhatsApp → Templates**. See [Managing templates in Invent](#managing-templates-in-invent) for the complete list, library, edit, duplicate, and delete flow.

<Steps>
  <Step title="Open Templates and click New template">
    Go to **Channels → WhatsApp → Templates** and click **New template**. Start from a blank template, or click **Browse library** to pick a pre-approved template and customize it.
  </Step>

  <Step title="Pick the category and language">
    Choose **Marketing**, **Utility**, or **Authentication**, and the language the body is written in. If you support multiple languages, create one template per language with the same name; Invent and WhatsApp deliver the version that matches the recipient's locale.
  </Step>

  <Step title="Name the template">
    Use lowercase letters, numbers, and underscores only (e.g. `order_confirmation`, `weekend_sale_2026`). The name is how you and Invent identify the template; it is never shown to the recipient.
  </Step>

  <Step title="Compose the content">
    Write the body text. Use variables — numbered (`{{1}}`, `{{2}}`) or named (`{{order_id}}`) — for values that change per recipient, and add a **variable sample** for each so Meta can review it. Do not include real customer data in samples.

    Everything else is optional and added with the **+** chips under the body. Each one appears where it will show in the message, so the editor reads top to bottom like the preview beside it:

    * **Header**: text, image, video, document, or location. A text header takes one variable.
    * **Footer**: a single line of static text (e.g. "Reply STOP to opt out").
    * **Buttons**: quick reply, URL, call, copy offer code, and flow, within WhatsApp's per-type limits (2 URL, 1 call, 1 copy code, 1 flow, 10 in total). WhatsApp groups quick replies together, so they always render beside each other whatever order you add them in.
    * **Flow**: a shortcut that adds a flow button and lets you pick the flow and its entry screen. Flows themselves are built in Meta's Flow Builder, linked from the field.

    Three of the chips change what kind of message you are building, so they replace the plain buttons and take the sections WhatsApp does not allow alongside them:

    * **Carousel**: an intro message followed by 2 to 10 swipeable cards. Every card carries its own image or video, its own text, and up to two buttons; WhatsApp requires the same media type and button layout on all of them, so the editor keeps them in step. Cards carry the buttons, so the message itself has none.
    * **Catalog**: one button that opens the product catalog connected to this WhatsApp account — the whole catalog, or products picked when the template is sent. WhatsApp labels this button itself ("View catalog" / "View items"), so there is nothing to write. Products are managed in Meta's Commerce Manager.
    * **Offer**: a limited-time offer banner above the body, with an optional countdown. Marketing only, needs an image or video header, takes no footer, and needs a URL button so the offer can be redeemed; an offer code button is optional beside it. You set the end time when you send the template, not here.
  </Step>

  <Step title="Submit for review">
    Click **Submit for review**. The template is sent to Meta and shows **Template submitted for review**. Most reviews finish within minutes but can take up to 24 hours. Track the status in the templates list.

    | Status       | Meaning                                                                                                                                                                                        |
    | ------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
    | **Approved** | Ready to use. Available immediately in Invent's template dropdown.                                                                                                                             |
    | **Pending**  | Under Meta review. The template does not yet appear in Invent.                                                                                                                                 |
    | **Rejected** | Meta declined the template. Open it to see the rejection reason and resubmit a corrected version.                                                                                              |
    | **Paused**   | A live template that Meta has paused due to quality signals. Sending stops until Meta reinstates it. See [Best Practices](/guides/broadcasts/whatsapp-best-practices#types-of-meta-sanctions). |
  </Step>
</Steps>

#### In WhatsApp Manager

Prefer to work on Meta's side, or already manage templates there? You can still create them in WhatsApp Manager and they sync back to Invent.

<Steps>
  <Step title="Open WhatsApp Manager">
    Go to [business.facebook.com/wa/manage/message-templates](https://business.facebook.com/wa/manage/message-templates/) and select the WhatsApp Business Account that owns the number you want to send from. If you have multiple WABAs, double-check you are on the correct one before creating.
  </Step>

  <Step title="Create and submit the template">
    Click **Create template**, pick the category and language, name it, compose the body with variables and any optional header, footer, or buttons, and submit. Once Meta approves it, the template appears automatically in Invent's template dropdown.
  </Step>
</Steps>

<Note>
  Templates are reviewed against Meta's [WhatsApp Business Messaging Policy](https://business.whatsapp.com/policy). Common rejection reasons: prohibited content (alcohol, gambling in restricted regions, regulated services), misleading copy, marketing language inside a Utility template, missing example values for variables, or formatting issues.
</Note>

### Managing templates in Invent

The **Channels → WhatsApp → Templates** page is a full management surface for every template on the connected WhatsApp account:

* **List and search** all templates with their category and Meta review status, filterable by status.
* **New template** opens the builder described above.
* **Browse library** starts from a pre-approved template — usually ready to send within minutes — that you name and fill in with your own details.
* **Edit** an approved or rejected template (its name and language can never change); saving resubmits it to Meta for review.
* **Duplicate** a template into the same or another connected WhatsApp account as a prefilled copy.
* **Delete** a template, which permanently removes it from WhatsApp too — this cannot be undone.
* **Open in Meta Manager** jumps to the same template in WhatsApp Manager.

<Note>
  You need a connected WhatsApp account to create or manage templates. If none is connected, the page prompts you to **Connect WhatsApp account** first.
</Note>

### Where Templates Live

Templates live on the WhatsApp Business Account (WABA) that owns the phone number, not on the assistant or on Invent. This means:

* Templates created on WABA A are not visible from a number on WABA B.
* Deleting a template removes it from Invent's dropdown immediately. You can delete it directly from Invent's [Templates](#managing-templates-in-invent) list — which deletes it on Meta too — or on Meta's side.
* Editing an approved template may return it to **Pending** until re-approved (Meta now allows in-place edits for some categories).

## Adding the WhatsApp Channel to a Broadcast

Once you have a template approved and a [WhatsApp connection](/assistants/channels/whatsapp) wired up, you can add the channel to any broadcast in Draft state.

<Steps>
  <Step title="Click WhatsApp in the Channels section">
    From inside a broadcast, scroll to the **Channels** section and click **WhatsApp**. The configuration dialog opens.

    <Frame>
      <img src="https://mintcdn.com/invent/93YCEq9LpObqT658/assets/guides/broadcasts-whatsapp-button.png?fit=max&auto=format&n=93YCEq9LpObqT658&q=85&s=03d04f9f2cb5d6fda7541e074456bb1d" alt="WhatsApp Channel Button" style={{ maxHeight: '400px' }} width="1684" height="674" data-path="assets/guides/broadcasts-whatsapp-button.png" />
    </Frame>
  </Step>

  <Step title="Select your Connection">
    Pick the WhatsApp Business connection to send from. Connections are workspace-level and shared with your assistants, you do not need to authenticate again here. If your workspace has more than one WhatsApp connection, choose the one whose WABA owns the template you plan to use.

    <Tip>
      Manage every WhatsApp connection (rename, reconnect, disconnect) from [Settings → Connections](/workspace-management/connections).
    </Tip>
  </Step>

  <Step title="Select your WhatsApp Phone Number">
    Choose which phone number on that connection sends the broadcast. The dropdown shows each number with its connection name. Click the external-link icon to manage the number directly in WhatsApp Manager.

    <Frame>
      <img src="https://mintcdn.com/invent/93YCEq9LpObqT658/assets/guides/broadcasts-whatsapp-setup.png?fit=max&auto=format&n=93YCEq9LpObqT658&q=85&s=3ebc51e3aa1f33eae84b2c39f7938a6f" alt="WhatsApp Channel Setup" style={{ maxHeight: '400px' }} width="1864" height="1182" data-path="assets/guides/broadcasts-whatsapp-setup.png" />
    </Frame>

    <Note>
      Templates are scoped to the WABA, not to a specific phone number. Every approved template on the parent WABA shows up here regardless of which number you pick.
    </Note>
  </Step>

  <Step title="Select a template">
    Pick a template from the searchable dropdown. Each row shows:

    * The template name (e.g. `weekend_sale_2026`)
    * A preview of the body
    * An icon for the category (Marketing, Utility, Authentication)

    Once selected, a full **Template Preview** renders below, exactly how recipients will see it, including media headers, body, footer, and any buttons.

    <Tip>
      Click the link icon next to the template dropdown to jump straight into Meta Business Suite to edit, pause, or delete the template.
    </Tip>

    <Frame>
      <img src="https://mintcdn.com/invent/93YCEq9LpObqT658/assets/guides/broadcasts-whatsapp-template.png?fit=max&auto=format&n=93YCEq9LpObqT658&q=85&s=b82e7ffec45f307756de95f3055148b0" alt="WhatsApp Template Selection" style={{ maxHeight: '400px' }} width="2420" height="1662" data-path="assets/guides/broadcasts-whatsapp-template.png" />
    </Frame>
  </Step>

  <Step title="Map the variables">
    If the template contains `{{1}}`, `{{2}}`, header media, or button URLs, map each one. For every variable you can choose:

    * **Contact Name**: the recipient's name from their contact record.
    * **Phone**: the recipient's phone number.
    * **Custom property**: any [property](/guides/broadcasts/introduction#properties) you added to this broadcast (for example `coupon_code`, `order_id`).
    * **Static value**: a fixed string used for every recipient.

    The variable dropdown is searchable. Custom properties are the right pick whenever the value differs per recipient (unique discount code, account balance, last-order ID).

    <Frame>
      <img src="https://mintcdn.com/invent/93YCEq9LpObqT658/assets/guides/broadcasts-whatsapp-variables.png?fit=max&auto=format&n=93YCEq9LpObqT658&q=85&s=215e2ce3d9e94a6bde33e2ae66abc054" alt="WhatsApp Template Variables" style={{ maxHeight: '400px' }} width="1736" height="1092" data-path="assets/guides/broadcasts-whatsapp-variables.png" />
    </Frame>

    <Tip>
      Bulk-import per-recipient values from a spreadsheet using [Import values](/guides/broadcasts/introduction#importing-property-values). This is the cleanest way to handle thousands of unique coupon codes or order IDs without filling them in by hand.
    </Tip>

    <Note>
      A template with a **limited-time offer countdown** asks for the offer's end time here as well. It is part of the send, not the template, so the same template can run a different deadline every campaign — but it has to be filled in, or the send fails.
    </Note>
  </Step>

  <Step title="Click Add Channel">
    The WhatsApp channel is saved and shows up in the broadcast's Channels section with the template name, recipient count, and **Edit** / **x** controls.
  </Step>
</Steps>

## Test Before You Send

Always test the broadcast before scheduling it to your real audience. Click **Send Test** in the top-right of the broadcast editor and enter your own phone number. The template renders with the variables mapped to a single test recipient, exactly the way customers will see it.

[See the full testing flow →](/guides/broadcasts/marketing#test-your-broadcast)

<Warning>
  Testing sends a real message billed at the regular per-message rate. Use your own number, not a customer's.
</Warning>

## Costs

Two costs combine on every WhatsApp broadcast message:

* **Invent fee**: about **\$0.004 per message**, drawn from your Invent credit balance. [Full pricing breakdown →](/guides/pricing-and-plans#broadcasts)
* **Meta conversation fee**: charged by Meta directly based on the conversation category (Marketing, Utility, Authentication) and the destination country. Meta bills this on your WABA's payment method, not through Invent. Country-by-country rates live on Meta's [WhatsApp Business Pricing](https://developers.facebook.com/docs/whatsapp/pricing) page.

## Tracking Delivery and Engagement

Once a broadcast is sent, the editor turns into an analytics dashboard:

* **Sent / Delivered / Read** percentages at the top.
* A per-recipient table with delivery status and timestamps for each event.

A high read rate (typically **70%+** for WhatsApp) is healthy. A high block rate, low read rate, or high opt-out rate is a signal to slow down and review your audience. See [Best Practices → Red Flags Meta Is Watching For](/guides/broadcasts/whatsapp-best-practices#red-flags-meta-is-watching-for) for what each signal means and how to react.

## Troubleshooting

<AccordionGroup>
  <Accordion title="My template is not in the dropdown">
    Three common causes:

    1. **The template is still Pending review.** Open WhatsApp Manager and confirm the status is **Approved**. Pending and Rejected templates do not appear in Invent.
    2. **Wrong WABA.** A template lives on a specific WhatsApp Business Account. Make sure the connection you picked owns the same WABA as the template.
    3. **Template was paused or deleted by Meta.** Open the templates list in WhatsApp Manager and check the status. If paused, wait for Meta to reinstate. If deleted, recreate it.
  </Accordion>

  <Accordion title="The template was rejected, what now?">
    Click the rejected template in WhatsApp Manager to see Meta's specific reason. The most common are:

    * **Wrong category**: marketing copy submitted as Utility or Authentication. Resubmit under the right category.
    * **Prohibited content**: regulated industries, misleading promises, or sensitive topics. Rewrite to remove the flagged content.
    * **Variable example mismatch**: the example values you provided do not match the variable placement. Add realistic examples for every `{{N}}` and resubmit.
    * **Brand impersonation**: header or body language that suggests you are someone you are not.

    Resubmit a corrected version with a slightly different name (e.g. `weekend_sale_2026_v2`) so you can track which version is which.
  </Accordion>

  <Accordion title="My broadcast is sending much slower than I expected">
    Meta enforces per-day messaging limits based on your number's **messaging tier** (visible in WhatsApp Manager). New numbers start at the lowest tier (1,000 unique recipients per 24 hours) and unlock higher tiers automatically as quality stays high. If you are sending a 50,000-recipient broadcast on a Tier 1 number, the queue throttles to fit the daily cap.

    To raise your tier: maintain a high quality rating for several days and Meta upgrades automatically. There is no manual escalation path.
  </Accordion>

  <Accordion title="Some recipients show 'Failed' in the analytics table">
    Hover the failure icon for the specific reason. The most common are:

    * **Invalid phone number** (wrong country code, missing digits).
    * **Recipient does not have WhatsApp** on that number.
    * **Recipient blocked your business** previously.
    * **Recipient is in a country your WABA is not approved to send to.**

    Failed deliveries do not count toward your messaging tier but do count toward Invent's per-message fee, since the message was attempted.
  </Accordion>

  <Accordion title="A template I have used for months was suddenly paused">
    Meta paused it because of recent quality signals (reports, blocks, low read rate). This is the **early-warning** sanction. Follow [What to Do if You Get a Warning](/guides/broadcasts/whatsapp-best-practices#what-to-do-if-you-get-a-warning): stop sending, audit the recent audience, fix the consent or content issue, and resume only with your most-engaged segment.
  </Accordion>

  <Accordion title="My number was banned. What can I do?">
    Phone-number bans are issued by automated systems and almost never reversed on appeal. Practically, the affected number is permanently lost on WhatsApp Cloud API. The other numbers on your Business Portfolio remain active. Going forward:

    * Do not import the same number into another tool. The ban follows the number, not the tool.
    * For a fresh start, register a new number on the same portfolio and apply the [Best Practices](/guides/broadcasts/whatsapp-best-practices) playbook from day one.
    * If your entire **portfolio** is banned, contact Meta support and Invent support; recovery is rare but the process exists.
  </Accordion>
</AccordionGroup>

## Next Steps

<CardGroup cols={2}>
  <Card title="WhatsApp Best Practices" icon="shield-check" href="/guides/broadcasts/whatsapp-best-practices">
    The playbook for keeping your number, templates, and Business Portfolio in good standing
  </Card>

  <Card title="Broadcasts Overview" icon="tower-broadcast" href="/guides/broadcasts/introduction">
    Create, schedule, and analyse broadcasts across every channel
  </Card>

  <Card title="WhatsApp Channel Setup" icon="whatsapp" iconType="brands" href="/assistants/channels/whatsapp">
    Connect a WhatsApp Business number through Meta's Embedded Signup
  </Card>

  <Card title="Audience" icon="users" href="/guides/audience">
    Manage your contacts and organise them into segments for targeted broadcasts
  </Card>
</CardGroup>