Getting Started with WhatsApp in Telerivet
WhatsApp is the dominant messaging channel across Africa, Southeast Asia, Latin America, and the Middle East. For most organizations operating in these markets, it is where your customers, field teams, distributors, and end users already are.
Telerivet's direct integration with the WhatsApp Business API lets you build on that reach. It supports sending and receiving WhatsApp messages using the same workflows, automations, and campaigns you already use across other channels.
This guide explains what WhatsApp in Telerivet can do, when it makes sense, and how to get started.
Why WhatsApp belongs in your communication stack
The case for WhatsApp is not just reach. It is the combination of reach, interaction quality, and delivery reliability.
- Where your audience already is: in many markets, WhatsApp is the primary inbox. Open rates are significantly higher than SMS for conversational and transactional messages
- Rich interactions by default: buttons, forms, images, documents, and menus, all in the same channel where customers already chat
- Two-way conversations, not one-way blasts: handle order updates, support queries, verifications, and intake flows all in one thread
- Cost efficiency at scale: depending on country and volume, WhatsApp per-message costs can be lower than SMS for high-frequency use cases
- Fallback to SMS when needed: if a recipient doesn't have WhatsApp, Telerivet can automatically re-send via SMS so nothing falls through
What you can do with WhatsApp in Telerivet
Once your WhatsApp route is connected, it works like any other route. You can use it in broadcasts, automated services, scheduled campaigns, and multi-step workflows. WhatsApp also unlocks interaction types that go well beyond plain text:
| Feature | What it does |
|---|---|
| Template messages | Send outbound messages outside a 24-hour window using pre-approved templates. Required for transactional, marketing, and authentication messages |
| Quick reply buttons | One-tap response options, ideal for confirmations, surveys, and menu navigation |
| Interactive lists | Let recipients select from up to 10 options in a single message, useful for structured intake, product selection, or routing |
| Interactive flows | A custom form recipients complete entirely within WhatsApp, collecting multiple fields without back-and-forth messages |
| Media attachments | Images, documents, audio, and video alongside your messages |
| Location sharing | Request a recipient's location and receive GPS coordinates |
| Link buttons | A clickable button that opens a URL, with optional click tracking |
| SMS fallback | Automatically re-send via SMS if a message fails to reach a recipient on WhatsApp |
What organizations are building with WhatsApp
WhatsApp in Telerivet is used across a wide range of industries and use cases. Some of the most common patterns:
| Use case | Example |
|---|---|
| Order confirmations and delivery updates | D2C brands and logistics operators sending real-time order status, tracking links, and delivery confirmations |
| OTP and authentication | Businesses delivering one-time passwords and verification codes via WhatsApp as a primary or fallback channel |
| Consumer promotions and loyalty | FMCG brands and retailers running prize redemptions, voucher campaigns, and loyalty point notifications |
| Payment reminders and receipts | Fintech and digital finance platforms sending transaction confirmations, balance updates, and repayment nudges |
| Customer support flows | Businesses handling inbound queries, routing customers to the right team, and resolving issues within a WhatsApp thread |
| Field team coordination | Distributors, field agents, and logistics networks receiving task updates, collecting data, and confirming completed actions |
| Appointment reminders and intake | Healthcare, services, and scheduling businesses confirming appointments, collecting pre-visit information, and managing no-shows |
| Onboarding journeys | New customer or agent onboarding sequences delivered as a structured WhatsApp conversation rather than a form or email chain |
WhatsApp with SMS fallback
Fallback is not just for programs where some contacts might not have WhatsApp. It is a reliability layer for any organization that needs guaranteed delivery.
When you configure WhatsApp with SMS fallback, Telerivet attempts delivery via WhatsApp first. If the message fails because the recipient isn't on WhatsApp, has connectivity issues, or the message times out, Telerivet automatically re-sends via SMS. Your recipient gets the message either way.
This matters across industries:
| Scenario | Why fallback matters |
|---|---|
| OTP delivery | A failed authentication message means a lost transaction. Fallback ensures the code reaches the user |
| Order confirmations | A customer who doesn't receive their confirmation calls support. Fallback prevents the gap |
| Payment reminders | A missed repayment nudge has direct revenue impact. Fallback eliminates the delivery dependency on one channel |
| Field operations | Not every agent or distributor in every location has consistent WhatsApp access. Fallback keeps the workflow intact |
| Consumer promotions | Campaigns that only reach WhatsApp users leave revenue on the table. Fallback extends reach without separate campaign logic |
Fallback is configurable. You can trigger it on all failures or only for specific conditions, such as when a contact is confirmed to not have WhatsApp installed.
For setup instructions, see the WhatsApp Integration guide.
Understanding WhatsApp messaging rules
WhatsApp has two modes depending on who initiates the conversation:
Outbound (business-initiated): To message a contact who hasn't messaged you in the past 24 hours, the message must match a pre-approved template. Templates are submitted to Meta for approval via WhatsApp Manager, then sync automatically to Telerivet. Approval typically takes minutes to a few hours.
Template categories include:
- Marketing: promotions, offers, loyalty updates
- Utility: order confirmations, payment receipts, appointment reminders, OTPs
- Authentication: one-time passwords and verification codes
Inbound replies (user-initiated): When a contact messages you first, or replies within 24 hours, you can respond with any content (text, media, buttons, flows) without needing a template.
How billing works
WhatsApp in Telerivet involves two separate charges:
Meta fees: Meta charges per delivered template message, based on message category and the recipient's country. Messages sent in response to a user-initiated conversation are free within a 24-hour window.
Telerivet fees: Telerivet charges separately for platform usage, as with other routes.
There are two ways to handle Meta's fees:
| Option | Best for |
|---|---|
| Pay Meta directly via credit/debit card | Organizations that can pay Meta in their country (recommended where available) |
| Pass through via Telerivet | Organizations that cannot pay Meta via credit/debit card. An additional per-message fee applies |
If you need to pass WhatsApp charges through your Telerivet account, contact support@telerivet.com.
Getting started
Step 1: Check if WhatsApp is enabled for your project WhatsApp may need to be enabled before the option appears in your account. If you don't see it under Routes > Add Route > Chat App, contact support@telerivet.com and the team will enable it for you. This is a quick step.
Step 2: Connect your WhatsApp Business Account Telerivet guides you through creating or connecting a Meta business portfolio, verifying a phone number, and linking it to your project. This takes a few minutes.
Step 3: Set up billing Add a payment method to your Meta account, or contact Telerivet support to pass charges through your Telerivet account.
Step 4: Submit message templates For outbound messages, submit your templates in WhatsApp Manager for Meta approval. Approved templates sync to Telerivet automatically.
Step 5: Configure fallback (optional but recommended) Set up an SMS fallback route to ensure delivery when WhatsApp isn't available for a given recipient.
For full setup instructions: WhatsApp Integration guide
Best practice tip
Don't think of WhatsApp as a replacement for SMS. Think of it as the primary channel in a two-channel system. Run WhatsApp where it lands, SMS where it doesn't, and let Telerivet handle the routing automatically.
If you're building OTP delivery, set up both channels from the start. Authentication codes need to arrive. A single-channel dependency is a risk you don't need to take.
Building a multi-channel setup or not sure which configuration fits your use case? Our Solution Engineers can help.