WhatsApp is a peer-to-peer messaging platform used worldwide for conversation-based business messaging. With the WhatsApp channel in Braze, you send support messages, notifications, and promotional campaigns in threaded conversations users already use every day. This hub covers WhatsApp setup, message types, templates, subscription management, and reporting. Begin with WhatsApp setup to connect your Meta Business and WhatsApp Business accounts, then create your first template-backed message. Review Opt-ins and opt-outs before sending promotional messages to new users.
Prerequisites
WhatsApp availability depends on your Braze package. Contact your account manager or customer success manager to get started.
Before you start, make sure you have the following:
- A Meta Business Manager account and a WhatsApp Business account
- A WhatsApp phone number that meets Cloud API requirements
For a full walkthrough, refer to WhatsApp setup.
Use cases
| Use case | Explanation |
|---|---|
| Customer support | Enable real-time, two-way conversations to handle inquiries, troubleshoot issues, and provide personalized assistance. |
| Order notifications | Send order confirmations, shipping updates, and delivery notifications directly to customers on WhatsApp. |
| Appointment reminders | Reduce no-shows with timely appointment reminders and allow customers to confirm or reschedule. |
| Promotional campaigns | Reach customers with targeted promotions, product launches, and personalized offers through rich media messages. |
| Two-way conversations | Build deeper relationships with interactive messaging that lets customers respond, ask questions, and provide feedback. |
Frequently asked questions
How do I connect WhatsApp to Braze?
Create a Meta Business Manager account and a WhatsApp Business account, then complete the steps in WhatsApp setup.
What message types can I send on WhatsApp?
Use approved templates for outbound messages and supported session messages for two-way conversations. Refer to Create a WhatsApp message for supported message types.
Do users need to opt in to WhatsApp messages?
Yes. Users must opt in before you send promotional or recurring WhatsApp messages. Refer to Opt-ins and opt-outs for subscription handling.