WhatsApp Campaigns — Complete Guide
WhatsApp is the world's most popular messaging platform with over 2 billion active users. FuriosaCRM's WhatsApp integration lets you reach your audience directly in their WhatsApp inbox using the official WhatsApp Business API via Meta's Graph API v21.0. From template-based campaign broadcasts to two-way inbox conversations, this guide covers everything you need to know.
Overview
FuriosaCRM's WhatsApp campaigns use the WhatsApp Business API, which is fundamentally different from the WhatsApp app on your phone. The Business API is designed for programmatic messaging at scale, with built-in compliance, template approval workflows, and delivery tracking. Messages sent through the API appear in the recipient's WhatsApp just like any normal message, with your business name and verified badge.
WhatsApp requires that all outbound campaign messages use pre-approved templates. This ensures that businesses cannot send unsolicited spam. Templates must be submitted for review and approved by Meta before they can be used in campaigns. Once a recipient replies to your template message, a 24-hour messaging window opens during which you can send free-form messages for two-way conversation.
WhatsApp campaigns are ideal for high-value, personalised communications such as ticket confirmations, exclusive presale invitations, event reminders, and customer support follow-ups. The rich messaging format supports text, images, documents, buttons, and interactive elements.
Connecting Your Account
To use WhatsApp campaigns in FuriosaCRM, you need a Meta Business Manager account with a verified business and a WhatsApp Business API application. If you do not have these set up yet, here is the process:
- Create or log into your Meta Business Manager at business.facebook.com.
- Complete business verification by submitting your business documents. This typically takes 2-5 business days.
- Register a phone number for your WhatsApp Business API. This can be a new number or an existing number that is not currently used with the WhatsApp consumer app.
- In FuriosaCRM, navigate to Channels > WhatsApp and click Connect WhatsApp.
- Follow the OAuth flow to connect your Meta Business account to FuriosaCRM. You will be asked to grant permissions for message sending and template management.
Once connected, your WhatsApp Business phone number and business name will appear in the channel settings. You can now create templates and send campaigns.
Template Messages
Template messages are the foundation of WhatsApp campaigns. Every outbound campaign message must use a pre-approved template. Templates are created and submitted for review directly from FuriosaCRM.
Templates are categorised into three types:
- Marketing — Promotional messages, event announcements, offers, and campaigns. These have the broadest use case but are subject to stricter review.
- Utility — Transactional messages like order confirmations, appointment reminders, and shipping updates. These have higher approval rates.
- Authentication — One-time passcodes and verification messages. These have the highest approval rate and lowest cost.
To create a template, navigate to Channels > WhatsApp > Templates and click Create Template. Enter a template name (lowercase, no spaces, use underscores), select the category, choose the language, and compose your message. You can include variable placeholders like {{1}}, {{2}} for personalisation, which will be replaced with contact data when the campaign is sent.
After submitting, the template goes to Meta for review. Approval typically takes between a few minutes and 24 hours. You can track the status of each template in the template management page.
Creating a Campaign
To create a WhatsApp campaign, navigate to Campaigns, click Create Campaign, and select WhatsApp. Enter a campaign name, select your target audience and optional group, then choose an approved template from the dropdown.
After selecting a template, you will see a preview of the message with placeholder fields highlighted. Map each placeholder to a contact field: {{1}} might map to first_name, {{2}} to event_name, and so on. The preview updates in real time as you configure the mappings.
You can also attach media to templates that support it, such as a header image (like your event flyer) or a document (like a ticket PDF). The media is uploaded once and sent to all recipients. Click Send Now or Schedule when ready.
WhatsApp Inbox
The WhatsApp Inbox provides a two-way messaging interface where you can manage conversations with contacts who reply to your campaign messages. When a recipient responds to your template message, a 24-hour messaging window opens during which you can send free-form replies without using a template.
The inbox displays a conversation list on the left with the most recent messages at the top, and the full conversation thread on the right. You can see the contact's name, phone number, and the time of their last message. Unread conversations are highlighted, and you can mark conversations as resolved when the interaction is complete.
The inbox is especially valuable for event businesses that receive questions about events, ticket availability, venue information, and logistics. Instead of directing people to a separate support tool, you can handle everything within FuriosaCRM, keeping the conversation contextual and the contact data connected.
Read & Delivery Tracking
WhatsApp provides granular message status tracking through the Graph API webhooks. FuriosaCRM processes these status updates in real time and displays them in your campaign reports. The statuses you will see are:
- Sent — The message has been dispatched from FuriosaCRM to the WhatsApp server.
- Delivered — The message has been delivered to the recipient's device (double grey tick).
- Read — The recipient has opened and viewed the message (double blue tick). Note that contacts can disable read receipts, in which case the status stays at "Delivered".
- Failed — The message could not be delivered. Common reasons include invalid phone numbers, numbers not registered on WhatsApp, or contacts who have blocked your business number.
Unlike email where open tracking relies on pixel loading, WhatsApp read receipts are natively supported by the platform. This makes WhatsApp campaign metrics significantly more accurate than email open rates.
Scheduling Campaigns
WhatsApp campaigns support both immediate and scheduled sending, following the same pattern as email and SMS campaigns. Click Schedule and select your desired date and time. The campaign scheduler dispatches the campaign automatically at the scheduled time.
When planning WhatsApp campaign timing, consider the unique characteristics of the channel. WhatsApp messages feel more personal and immediate than email, so sending at appropriate times is even more important. Avoid early morning or late night sends. For event-related messages, send during business hours on weekdays or early afternoon on weekends.
Be aware of rate limits imposed by Meta. New WhatsApp Business accounts start with a limited sending tier (typically 1,000 unique contacts per 24 hours). As your account builds a positive reputation through high-quality messages and low block rates, Meta automatically increases your sending tier. FuriosaCRM handles rate limiting automatically, queuing messages when needed to stay within your current tier.
Campaign Reports
WhatsApp campaign reports provide comprehensive delivery metrics including total sent, delivered, read, and failed counts. The read rate is a particularly valuable metric unique to WhatsApp that is not available with email campaigns. Typical WhatsApp read rates range from 70-90%, significantly higher than email open rates.
Reports also track response rates, showing how many recipients replied to your template message. This is useful for measuring engagement and understanding which templates drive the most conversation. You can view individual conversation threads from the report for contacts who responded.
Over time, compare performance across your WhatsApp campaigns to identify patterns. Which templates get the highest read rates? Which send times generate the most responses? Use these insights to continuously optimise your WhatsApp marketing strategy.
Best Practices
- Template approval tips — Use clear, professional language in templates. Avoid misleading content, excessive capitalisation, or aggressive sales tactics. Provide a clear value proposition. Templates that follow Meta's guidelines get approved faster.
- Messaging windows — The 24-hour window for free-form replies starts when the contact sends a message. After the window closes, you must use a template again. Respond to incoming messages promptly to keep the conversation going within the window.
- Opt-in requirements — WhatsApp requires explicit opt-in before you can message contacts. You cannot simply upload a phone list and start messaging. Collect opt-in through your signup pages, import confirmations, or explicit checkbox fields.
- Frequency — WhatsApp is a personal channel. Limit campaign messages to 1-2 per month unless you have a very engaged audience. Every unwanted message risks the recipient blocking your number, which damages your quality rating.
- Rich content — Take advantage of WhatsApp's rich messaging features. Include header images (event flyers work great), call-to-action buttons (like "Buy Tickets"), and quick reply buttons to drive engagement.
- Personalisation — Always personalise template variables. Messages that address the recipient by name and reference specific events or actions feel significantly more genuine than generic broadcasts.