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.
In this article, you’ll find an overview of WhatsApp eligibility, messaging behavior, and supported features in CloudTalk.
User Level: Agent
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 use WhatsApp with CloudTalk
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 are not 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 can instantly recognize your company via your WhatsApp Profile.
Getting started with WhatsApp in 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 can 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 do not respond within the 24-hour window, the chat becomes read-only until the customer sends another message, which reopens the reply window.
If you would like to initiate the conversation yourself, for example to send an appointment reminder or an order update, you must use an outbound message template that has been pre-approved by Meta. For more information, review the WhatsApp Outbound Messages guide and 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 WhatsApp messaging looks like
WhatsApp messages are grouped together with SMS conversations in the CloudTalk Messages section.
When you open a WhatsApp conversation, the message content displays as usual. A timer appears at the bottom of the screen showing how much time remains to send another reply before the conversation becomes locked.
Once the timer expires, you are locked out of the conversation and can only reply if the customer contacts you again via WhatsApp.
Information about attachments sent via WhatsApp
Viewing and downloading media
When you receive media files in a WhatsApp conversation, you can open them directly in CloudTalk and download them to your device if needed.
Media files such as images, audio, or documents can be opened in the message viewer.
Download options are available on both CloudTalk Phone and CloudTalk Go, allowing you to save the file locally.
Limits and supported formats
Maximum file size: 16 MB per attachment
Supported formats:
Images: JPG, JPEG, PNG
Audio: MP3, OGG, AMR
Video: MP4
Documents: PDF
Contacts: vCard
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!