WhatsApp Business

Connecting WhatsApp allows your Makinari agents to send outbound marketing campaigns and handle inbound customer inquiries on the world’s most popular messaging app.

When to use

• You want to run targeted outbound campaigns with high open rates.
• You want to offer automated customer support via WhatsApp.

Step 1: Connect your Business Account

Makinari integrates with the official WhatsApp Business Cloud API (via Twilio or Meta directly).

1. Go to Settings > Channels > WhatsApp in the dashboard.
2. Follow the authorization flow to connect your Meta Business account.
3. Select the phone number you want Makinari to manage.

Step 2: The 24-Hour Window Rule

WhatsApp enforces strict rules on business messaging. You must understand this rule before launching campaigns.

• Inbound (User-initiated): When a user sends a message to your number, a 24-hour window opens. Your AI agents can reply freely with any type of message during this window.
• Outbound (Business-initiated): If the 24-hour window is closed, or you are reaching out for the first time, you must use a pre-approved Message Template.

Step 3: Create and Approve Templates

To send outbound campaigns, you need approved templates.

1. Go to the Templates section in the WhatsApp channel settings.
2. Create a new template. You can include variables like {{1}} for names.
3. Submit the template for approval by Meta. Approval usually takes a few minutes to a few hours.
4. Once approved, you can select this template when launching an outbound Campaign.

Troubleshooting: Error 63016 (Twilio)

If you are using the Twilio backend and receive Error 63016 (Failed to send freeform message), it means your agent tried to send a standard message outside the 24-hour window.

Solution: You must use an approved WhatsApp Template for this conversation, or wait for the user to reply to open a new 24-hour window.