> ## Documentation Index
> Fetch the complete documentation index at: https://dialnexa.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp

> Send WhatsApp messages from DialNexa calls - confirmations, links, summaries, and follow-ups delivered to the channel your customers actually check.

WhatsApp is the most widely used messaging app in the world, and in many markets it's the primary way people communicate - ahead of email and SMS. When DialNexa handles a phone call, it can send WhatsApp messages to the caller before, during, or after the conversation - confirmations, booking links, summaries, documents, or follow-up messages that land where the customer is most likely to see them.

<Note>
  WhatsApp is especially valuable in markets where WhatsApp open and response rates are significantly higher than email - particularly across Latin America, Southeast Asia, the Middle East, Africa, and much of Europe. For US-focused teams, it complements SMS for customers who prefer WhatsApp.
</Note>

## What this integration does

DialNexa connects to WhatsApp through the WhatsApp Business API (Meta). During or after a call, DialNexa can:

* **Send text messages** to the caller's WhatsApp number - confirmations, summaries, links, or follow-ups
* **Send template messages** - pre-approved WhatsApp message templates for transactional use cases (appointment confirmations, payment links, booking details)
* **Send rich content** - images, PDFs, and document attachments when supported
* **Trigger follow-up sequences** - a series of WhatsApp messages based on call outcome
* **Send links** - booking links, payment links, proposal URLs, or resource links mentioned during the call

## When to use DialNexa with WhatsApp

**Appointment confirmation** - after booking a meeting or service visit on the call, send a WhatsApp confirmation with the date, time, and location. WhatsApp confirmations have dramatically higher open rates than email for many audiences.

**Payment links** - when a customer needs to complete a payment after the call, send a WhatsApp message with the Stripe or payment gateway link. Customers open WhatsApp faster than their email inbox.

**Booking links** - during an outbound call, if the prospect can't schedule right now, send them the Calendly or booking link via WhatsApp so they can confirm at their own pace.

**Call summaries** - after a complex call, send a brief WhatsApp summary of what was discussed and what the next step is - giving the customer something to reference without making them search their email.

**Global outreach** - for teams calling into markets where WhatsApp dominates (Brazil, India, Mexico, Nigeria, Germany, etc.), follow-up via WhatsApp instead of email to dramatically improve post-call engagement rates.

**Support follow-ups** - after a support call, confirm the resolution via WhatsApp and include any relevant links or documentation. Customers can reply if the issue persists, keeping the conversation in one thread.

## What DialNexa sends via WhatsApp

<CardGroup cols={2}>
  <Card title="Confirmation messages" icon="check-circle">
    Appointment, booking, and call summary confirmations sent immediately after the call, with the key details the customer needs.
  </Card>

  <Card title="Link delivery" icon="link">
    Calendly booking links, Stripe payment links, proposal URLs, or documentation sent to WhatsApp so the customer can act without switching to email.
  </Card>

  <Card title="Template messages" icon="message-square">
    Pre-approved WhatsApp Business templates for transactional use cases - appointment reminders, payment requests, delivery confirmations.
  </Card>

  <Card title="Follow-up sequences" icon="repeat">
    A series of WhatsApp messages triggered by call outcome - reminder 24 hours before a meeting, follow-up if no response, or re-engagement after a lapsed conversation.
  </Card>
</CardGroup>

## Setting up the integration

DialNexa connects to WhatsApp through the Meta WhatsApp Business API. You'll need a WhatsApp Business Account and a verified business phone number.

In your DialNexa agent workflow:

1. **WhatsApp Business API connection** - your Meta API credentials (set up once in DialNexa integrations; requires a Meta Business Account and verified WhatsApp Business number)
2. **Message type** - free-form text (for replies to user-initiated conversations within 24 hours) or template messages (for outbound messages outside the 24-hour window)
3. **Template selection** - for outbound, select the approved Meta template and map DialNexa variables to template parameters
4. **Recipient** - the caller's WhatsApp number, captured during the call or from a pre-call CRM lookup
5. **Timing** - send immediately, after a delay, or triggered by a specific call outcome

**WhatsApp API note:** WhatsApp Business API requires Meta Business verification and approved message templates for outbound messages. If you're sending a message to a customer who hasn't messaged you first in the last 24 hours, you must use a pre-approved template. Contact DialNexa support if you need help with template approval.

## Workflow ideas

<AccordionGroup>
  <Accordion title="Global outbound: follow up where your market is">
    Your agent calls a prospect in Brazil, India, or Mexico. The call goes well - the prospect wants to review a proposal. Instead of emailing a PDF that might go unread for days, DialNexa sends a WhatsApp message with the proposal link immediately. WhatsApp open rates in these markets typically exceed 90%. The prospect reviews it the same day.
  </Accordion>

  <Accordion title="Appointment reminder: reduce no-shows without email">
    A booking was confirmed on the call. 24 hours before, DialNexa sends a WhatsApp reminder with the appointment time, location or video link, and a "confirm/reschedule" prompt. No-show rates drop significantly compared to email-only reminders, especially for mobile-first audiences.
  </Accordion>

  <Accordion title="Payment link: meet customers where they pay attention">
    A customer needs to complete a payment after the call. DialNexa sends the Stripe payment link via WhatsApp immediately after hanging up. The customer sees the message while their phone is already in their hand. Payment completion rates improve compared to email delivery.
  </Accordion>

  <Accordion title="Callback confirmation: set expectations before the rep calls back">
    A caller wants to speak to a human but can't now. The agent sets up a callback for tomorrow at 2pm. DialNexa sends a WhatsApp message: "Great talking to you - someone from our team will call this number at 2pm tomorrow to discuss \[topic]. See you then." The callback is expected, not a cold interruption.
  </Accordion>
</AccordionGroup>

## Pairing WhatsApp with other integrations

* **WhatsApp + Google Calendar** - send a WhatsApp confirmation when a calendar event is created so the customer has it on both their calendar and in WhatsApp
* **WhatsApp + Stripe** - send payment links via WhatsApp for higher open and completion rates than email
* **WhatsApp + Calendly** - send Calendly booking links via WhatsApp so prospects can self-schedule at their own pace
* **WhatsApp + HubSpot** - log WhatsApp message sends as activities on the HubSpot contact so the full outreach history is visible
* **WhatsApp + Zendesk** - after a support call, send a WhatsApp follow-up and note the send in the Zendesk ticket

## Common questions

<AccordionGroup>
  <Accordion title="Does DialNexa support free-form WhatsApp messages or only templates?">
    Both. Free-form messages can be sent when the customer has messaged your WhatsApp number first within the last 24 hours (the "customer service window"). For outbound messages to customers who haven't initiated contact, Meta requires pre-approved templates. DialNexa supports both use cases.
  </Accordion>

  <Accordion title="Do I need a separate WhatsApp Business number?">
    Yes. WhatsApp Business API requires a dedicated phone number registered through Meta's Business API. This is separate from your personal or regular business WhatsApp. DialNexa's integration documentation walks through the setup process, which is managed through Meta Business Suite.
  </Accordion>

  <Accordion title="Can DialNexa send WhatsApp messages in different languages?">
    Yes. DialNexa templates can be submitted to Meta in multiple languages. The agent can detect the caller's language and send the WhatsApp message in the same language. WhatsApp natively supports messages in all major world languages.
  </Accordion>

  <Accordion title="How does DialNexa get the caller's WhatsApp number?">
    The caller's phone number is captured automatically from the call. Since WhatsApp uses the mobile number as the account identifier, the same number usually works for WhatsApp delivery. DialNexa can also check whether a number is WhatsApp-enabled before attempting to send.
  </Accordion>

  <Accordion title="Can replies to WhatsApp messages route back into DialNexa?">
    Yes, via webhooks. When a customer replies to a WhatsApp message sent by DialNexa, the reply can trigger a DialNexa workflow - for example, re-opening a conversation, creating a support ticket, or notifying a rep.
  </Accordion>
</AccordionGroup>