Pilot: Integrating your WhatsApp Business account in Guesty

Connect your WhatsApp Business account to the Guesty Inbox to centralize communication. This allows you to communicate with guests via WhatsApp directly from Guesty while maintaining consistent branding and ensuring a professional, personalized experience for your guests. Pictures received via WhatsApp from guests are fully supported and visible in Guesty.

Limitations:

• WhatsApp integration is currently supported on desktop only.
• While free-text (non-template) messages can be sent through WhatsApp on mobile, using templates is currently limited to desktop.
• If a guest changes their WhatsApp number, messages sent before the change will not be displayed retroactively after the number is updated in Guesty.
• Guesty’s integration uses the Whatsapp Business platform and not the app. Your number can only be connected to one or the other.

Connect your WhatsApp Business account

To use WhatsApp in Guesty, you must connect your Facebook (Meta) account and your WhatsApp Business account. If you don't have these accounts, you can create them during the connection process.

To connect a number that you've used before, adjust your settings in WhatsApp to allow Guesty to import it. Once your WhatsApp account is connected to Guesty, access it through Guesty. To continue accessing the account via WhatsApp, use a new number for the integration to Guesty.

Adjust your settings in WhatsApp

Follow the steps to enable Guesty to import an existing number from WhatsApp.

Step by step:

1. Open your WhatsApp Account Manager.
2. To the right of the relevant phone number, click .
3. Click Two-step verification and follow the on-screen instructions to disable two-step verification. If your WhatsApp Business account is owned by your BSP, contact them to request two-step verification be turned off.

Connect WhatsApp to Guesty

Follow the steps to connect your WhatsApp Business account to Guesty.

Step by step:

1. From your desktop, sign in to your Guesty account.
2. In the top navigation bar, click .
3. Click at the bottom of the left-side menu.
4. Click Connect WhatsApp Business.
5. A Facebook widget will open within Guesty prompting you to log in to your Facebook (Meta) account. If you do not have a Facebook account, click Create new account to create one.
6. Follow the prompts to connect your WhatsApp Business account to Guesty. If you don’t have a WhatsApp Business account, follow the prompts to create one.

Once successfully connected, your WhatsApp account information will appear in the Inbox, and you can start sending and receiving messages via WhatsApp.

Send a WhatsApp message using a custom template

Custom templates allow you to send structured, pre-approved messages to guests who have not messaged you within the last 24 hours. Once the guest responds, you can continue the conversation freely within the 24-hour window without a template. There is no limit to the number of templates that can be created on a single WhatsApp Business account.

Before you begin:

If you don’t have templates in your WhatsApp account yet, go to Meta to create message templates for your WhatsApp Business account. WhatsApp templates require Meta approval, which can take a few hours.

Step by step:

1. Sign in to your Guesty account.
2. In the top navigation bar, click .
3. In the left sidebar, click .
4. Click the relevant message thread.
5. At the bottom of the page, click Type your message here.
6. Select via WhatsApp from the dropdown menu.
7. To initiate a message via WhatsApp with a guest, click Select template.
8. Select one of your templates and click Next.
9. Click the variable name to replace it with the required information.
   

10. Click Send template. The message will be sent to the guest.

If the guest is not a WhatsApp user, an error message will appear. You can select an alternative communication method and attempt to send the message again, or delete the message.

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