CloudTalk’s WhatsApp integration allows you to communicate with customers directly from your CloudTalk environment using WhatsApp Business messaging. With outbound support, approved message templates, and a clear self-service setup process, it's easier than ever to reach your clients.
Which customers can use this functionality?
Before getting started with WhatsApp in CloudTalk, make sure the following conditions are met:
Your account is on the Expert Plan or higher.
The WhatsApp Integration Pre-Registration Form has been completed and submitted.
A valid Meta Business Manager ID is available and linked to your company.
You are using a WhatsApp-compatible number provided by CloudTalk (some numbers may not be eligible).
Meta Business Verification has been completed, especially if you want to register more than two numbers or send outbound messages.
Not set up yet? Follow the step-by-step guide here: How to activate CloudTalk's WhatsApp Integration and add a number.
Why would I want to use WhatsApp with CloudTalk to communicate with my customers?
The most popular messaging application in the world, WhatsApp is one of a very few apps to have been downloaded 5 billion + times across iOS and Android.
Over 100 billion messages sent daily.
Available across 180 Different Countries + 20 Different Languages.
Messages on WhatsApp have a 99% open rate.
61% of customers prefer instant messaging over email.
70% of WhatsApp users check the app every single day.
Since SMS and WhatsApp messages aren't mutually exclusive, the best marketing practice is to use them both. However, one main advantage WhatsApp has over SMS is that instead of receiving a message from a random number, your customers will be instantly able to recognize your company via your WhatsApp Profile.
How can I get started using WhatsApp with CloudTalk?
Once your number is enabled, customers can initiate a conversation with you via WhatsApp. When they send a message, a 24-hour reply window is triggered - you’ll be able to respond freely to any of their messages within that time frame, directly from CloudTalk. This is called an inbound conversation, and all WhatsApp-compatible numbers in CloudTalk support it by default.
If you don’t respond within the 24-hour window, the chat becomes read-only until the customer sends another message, which will reopen the reply window.
If you’d like to initiate the conversation yourself - for example, to send an appointment reminder or order update - you’ll need to use an outbound message template that’s been pre-approved by Meta. For more info, check out our WhatsApp Outbound Messages guide, then submit your templates through the Outbound Template Submission Form.
🇺🇸 Note for U.S. users: As of April 1, 2025, Meta has blocked all marketing message templates sent to U.S. phone numbers. Only utility use cases are allowed. Review Meta’s template guidelines here.
What does it look like?
WhatsApp messages are grouped along with SMSes in the CloudTalk Messages section.
When opening up a WhatsApp message, the content of the message will display as usual, followed by a timer at the bottom of the screen showing how long you have left to send another reply before being locked out.
Once the timer expires, you’ll be locked out of the conversation and only able to reply if the customer reaches out via WhatsApp once more.
Information regarding attachments sent via WhatsApp
Size of media attachments
Max 16 MB.
Supported media attachment types
Images (JPG, JPEG, PNG)
Audio (MP3, OGG, AMR)
Documents (PDF)
Video (MP4)
Contacts (vCard).
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!