WhatsApp — StudioM Platform Guide¶

Who this guide is for: Anyone who wants to communicate with contacts via WhatsApp through the StudioM platform. Time to read: Approximately 7 minutes

What Is WhatsApp on the Platform?¶

The platform integrates with WhatsApp Business, allowing you to send and receive WhatsApp messages from within your Conversations inbox — just like SMS or email. Clients who prefer WhatsApp can reach you there, and all messages are automatically logged against their contact record.

Need StudioM Support for This? WhatsApp setup requires a verified WhatsApp Business Account, which StudioM handles during onboarding. Contact us if you need WhatsApp enabled or if there are issues with your WhatsApp connection.

How to Get There¶

Send a WhatsApp message: Open any contact → Conversations tab → select WhatsApp as the channel → compose and send
View all WhatsApp conversations: Conversations (left sidebar) → filter by WhatsApp

The 24-Hour Session Window¶

WhatsApp has an important rule: you can only send free-form messages within 24 hours of the contact's last message to you.

Scenario	What You Can Do
Contact messaged you in the last 24 hours	Send any message — text, images, documents, etc.
More than 24 hours since last contact message	You must use an approved Message Template to re-open the conversation

This 24-hour rule is enforced by WhatsApp (not the platform) and cannot be overridden.

Practical implication: If a new lead messages you via WhatsApp and you don't reply within 24 hours, you'll need to use a template to re-engage them.

Message Templates¶

Message templates are pre-written, Meta-approved messages used to initiate conversations or re-engage contacts outside the 24-hour window. They must be approved by Meta before they can be sent.

Template Categories¶

Category	Purpose
Marketing	Promotions, announcements, offers
Utility	Appointment reminders, booking confirmations, order updates
Authentication	One-time passwords or verification codes

How Templates Work¶

Templates are submitted to Meta for approval (typically takes 24–48 hours)
Approved templates can be selected when composing a WhatsApp message
Templates can include variables — placeholders that are replaced with contact-specific information when sent:
{{1}} might be replaced with the contact's name
{{2}} might be replaced with an appointment date
{{3}} might be replaced with a booking link

Example template:

"Hi {{1}}, this is a reminder that your appointment with us is scheduled for {{2}} at {{3}}. Reply YES to confirm or call us to reschedule."

Need StudioM Support for This? Creating and submitting WhatsApp message templates for Meta approval is handled by StudioM. Contact us if you need a new template created — for example, an appointment reminder, a post-consultation follow-up, or a re-engagement message.

Sending WhatsApp Messages¶

Manual Message (Within 24-Hour Window)¶

Open the contact record
Click the Conversations tab
Set the channel to WhatsApp
Type your message (text, add an image, video, or document if needed)
Click Send

Using a Message Template (After 24-Hour Window)¶

Open the contact record
Click the Conversations tab → WhatsApp channel
Click Templates (you'll see this option when the session window has expired)
Select the appropriate approved template
Review the pre-filled variables
Click Send

Via Workflow (Automated)¶

WhatsApp messages can be sent automatically via workflows: 1. In a workflow, add a Send WhatsApp action 2. Select the appropriate template (required if the workflow sends outside the 24-hour window) 3. Map template variables to contact fields (e.g., {{1}} → contact first name)

Common automated WhatsApp use cases: - Appointment reminders (send 24 hours before, then 1 hour before) - Booking confirmations - Follow-up messages after a consultation - Re-engagement sequences for inactive leads

Supported Media Types¶

When messaging within the 24-hour session window, you can send:

Media Type	Max Size
Images (JPG, PNG)	5 MB
Documents (PDF, etc.)	100 MB
Videos (MP4)	16 MB
Audio files	16 MB

Receiving WhatsApp Messages¶

Incoming WhatsApp messages appear in your Conversations inbox, labelled as WhatsApp. They're linked to the contact record automatically.

If a contact messages you for the first time via WhatsApp (and isn't already in your CRM), a new contact record is created automatically.

WhatsApp in the Conversations Inbox¶

WhatsApp conversations work exactly like SMS or email in your inbox: - View the full conversation thread - Reply to the specific message - Assign the conversation to a team member - Add internal notes - Mark as resolved - Star or archive

Filter your inbox by channel type to see only WhatsApp conversations.

Compliance and Opt-Ins¶

WhatsApp has strict policies on messaging. Violating these rules can result in your number being banned:

Only message people who have opted in to receive WhatsApp messages from your business
Honour opt-outs immediately — if someone asks to stop receiving messages, respect that request and don't continue messaging them
No spam or bulk broadcasting — WhatsApp is designed for meaningful, relevant conversations
Prohibited content — do not send adult content, gambling offers, alcohol promotions, or anything that violates Meta's policies

Note: WhatsApp is best used for personalised, conversational messages — not mass broadcasts. Think of it as the platform for high-value, one-to-one communication with your most engaged contacts.

Troubleshooting¶

Issue	What to Check
Can't send a message	Check whether the 24-hour window has expired — if so, you need to use a template
Template not available	The template may not have been approved yet; contact StudioM Support
Messages not being received by contact	Check whether the contact's WhatsApp number is correct (must be their WhatsApp-registered number)
WhatsApp disconnected	Contact StudioM Support — the WhatsApp Business Account connection may need to be re-authenticated
Message shows as "failed"	The number may not have WhatsApp active, or a policy violation may have occurred

Common Questions¶

Q: Can I send WhatsApp to any phone number? Only to phone numbers that have WhatsApp installed and active. If a number isn't on WhatsApp, the message will fail.

Q: Does WhatsApp replace SMS? No — they're separate channels. Some contacts prefer WhatsApp, others prefer SMS. The platform supports both; use whichever the contact prefers or has opted in to.

Q: Can I automate appointment reminders via WhatsApp? Yes — set up a workflow that sends a WhatsApp template message X days/hours before an appointment. This is one of the most effective uses of automated WhatsApp.

Q: What's the difference between a WhatsApp template and a regular message? A regular message is free-form — you can type anything. Templates are pre-written and Meta-approved; they're the only option when the 24-hour session window is closed.

Q: Can contacts reply to automated WhatsApp templates? Yes — when a contact replies, it opens a new 24-hour session window, and you (or a team member) can respond freely until the window closes again.

Need Help?¶

Contact StudioM Support any time.

Email: support@makoa.us
Live Chat: Available inside the platform