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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: Admin, Agent, Supervisor

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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 or Custom Plan.
  • 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.

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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. You set your WhatsApp profile (photo, description and business details) in Meta’s WhatsApp Manager, not in CloudTalk.

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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.

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What WhatsApp messaging looks like

WhatsApp messages are grouped together with SMS conversations in the CloudTalk Messages section. WhatsApp chats work the same way as SMS chats: you see each message’s delivery status, drafts save as you type, failed messages can be resent, and you can see when a teammate is typing. WhatsApp also shows Seen when the customer opens your message. See Text Messaging for details.
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.

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Information about attachments sent via WhatsApp

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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.

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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
Need help or have a question? Just reach out through our Support portal — we’re here for you.