🟢 Documentation: WhatsApp
WhatsApp Business. What it is, how it works and how to use it — explained step by step.
🟢 Definition — WhatsApp module
The WhatsApp module uses WhatsApp Business to chat with customers over WhatsApp from the company numbers. It includes a conversation inbox, text and media sending, approved templates and flow bots with interactive menus and opt-in.
🗺️ Diagram
You can send WhatsApp from the Portal, the API and the Softphone App; and receive the customer replies via webhook. Everything goes through UCaaS and the WhatsApp provider.
Receive: the customer writes → the provider sends a webhook to UCaaS → it appears in the inbox, the Softphone App and the history; if the number has an active bot, it replies. That reply opens the 24-h window.
📘 Explanation (step by step)
- The number must be registered in WhatsApp Business (WABA) and verified with the WhatsApp provider.
- To start a conversation (outside 24 h) use an approved template; inside the window you can send free text and media.
- The customer replies arrive via webhook to the inbox and are logged.
- Optional: a flow bot handles interactive menus, checks per-number opt-in and hands off to an agent.
- Via API: you can send WhatsApp programmatically from the TelHarbor API:
POST /v1/whatsapp/send. See the API Documentation. - Softphone App: you can also send and receive WhatsApp from the TelHarbor UCaaS Desktop app, with its built-in conversation inbox.
Important: Templates are approved by the WhatsApp provider and have a category (Utility / Marketing / Authentication). Automatic notifications (e.g. voicemail) use Utility templates.
🎬 Video: a tour of WhatsApp
About three minutes: how to sign in securely (password and verification code), sending free text or a template, the 24-hour rule, calling on WhatsApp, the inbox, replying from the thread and viewing files. It is narrated: turn the sound on.
Sample data with fictitious names, numbers and files. The WhatsApp page itself is in Spanish; the narration explains it in English. Below, the same page explained point by point.
📤 Sending a free-text WhatsApp
The send form is at the top left; the module status is on the right.
Sample data: user, company, numbers, messages and files are fictitious (the phone numbers use ranges that cannot be assigned). The WhatsApp page itself exists only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.
- 1From
The company WhatsApp number the message goes out from.
- 2Send mode
Free text to write anything, or Template to use an approved template.
- 3To
The customer number, with its country code.
- 4Message
The text the customer will receive.
- 5Send WhatsApp
Sends it and logs it in the inbox with its status. Refresh inbox reloads the list.
- 6Call on WhatsApp
Calls the customer on WhatsApp and the call rings on the extension in Agent ext. WhatsApp may ask the customer for permission the first time.
- 7Summary
Received, queued, sent, failed, open threads and media files.
Important: WhatsApp only allows free text within the 24 hours after the customer last message. Outside that window, or to write first, you must use an approved template.
📋 Sending with a template
Choosing Template as the send mode shows the template, the language and its variables.
Sample data: user, company, numbers, messages and files are fictitious (the phone numbers use ranges that cannot be assigned). The WhatsApp page itself exists only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.
- 1Template mode
Required to write to a customer first or outside the 24 hours.
- 2Template
The approved templates for your number, by name.
- 3Language
The language the template was approved in (for example
es). - 4Template guide
Shows the exact message the customer will receive and what goes in each
{{1}},{{2}}… slot, with an example of each. - 5Variables
One value per line, in the same order as the guide.
- 6Send WhatsApp
Sends the completed template.
📥 The WhatsApp inbox
Below the form, everything that came in and went out, with its filters.
Sample data: user, company, numbers, messages and files are fictitious (the phone numbers use ranges that cannot be assigned). The WhatsApp page itself exists only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.
- 1How many there are
The total messages with the filters applied.
- 2Filters
Direction, status, and a search by number or text. Filter applies your choice.
- 3The columns
Date, direction, from, to, message, status, the user who sent it and media.
- 4Status
queued, sent, delivered, read, received (inbound) and failed.
- 5Media
Shows whether the message carries an image, document, audio or video.
- 6Actions
View thread opens the full conversation and Reply writes back right away.
💬 The thread and the reply
The full conversation with one contact, without leaving the page.
Sample data: user, company, numbers, messages and files are fictitious (the phone numbers use ranges that cannot be assigned). The WhatsApp page itself exists only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.
- 1With whom
The contact and the message you opened the thread from.
- 2Inbound messages
What the customer wrote, with date and status.
- 3Outbound messages
What your company replied, with date and status.
- 4Attachments
Files sent in the conversation, with Preview and Download.
- 5Reply
Type here: it goes out from the same number used in the conversation.
- 6Send reply
Sends it and adds it to the thread. Reload thread pulls in anything that arrived while you typed.
Important: WhatsApp only allows free text within the 24 hours after the customer last message. Outside that window, or to write first, you must use an approved template.
🖼️ Viewing files without downloading them
Tapping Preview on an attachment opens the file inside the thread.
Sample data: user, company, numbers, messages and files are fictitious (the phone numbers use ranges that cannot be assigned). The WhatsApp page itself exists only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.
- 1Reply
The reply box stays at hand while you look at the file.
- 2Media preview
Images, PDFs, audio and video open here.
- 3The file
The content of the file the customer sent, for example a payment receipt.