MoEngage supports sending WhatsApp messages using WhatsApp Service Providers or WhatsApp Business Solution Providers (BSP). To successfully send WhatsApp messages using MoEngage, you must complete the following steps:

1. Create an account with a supported BSP.
2. Get your WhatsApp Business Account (WABA) approved.
3. Register a business phone number for WhatsApp.
4. Obtain approval for your message templates.
5. Update user opt-in preferences in MoEngage and your BSP.

Create a BSP Account

To send WhatsApp messages with MoEngage, you must have an active BSP account. If you do not have an existing BSP account, contact your MoEngage account manager or the MoEngage Support team for assistance.

Get WABA Approved

A WhatsApp Business Account (WABA) enables businesses to communicate directly with their users through APIs used by BSPs and MoEngage. The initial step involves creating a business account and submitting it to Facebook for approval. For more information, refer to the Getting Started documentation from Facebook.

Register a Phone Number

All WhatsApp Business Platform accounts require a valid phone number. To send messages, you must register the phone number you intend to use. For more information about how to select a phone number and add it to your WhatsApp Business Account (WABA), refer to the Phone Number documentation from Facebook.

Your business phone number must meet the following criteria:

• It includes a country and area code, such as landline and mobile numbers.
• You own the number.
• It can receive voice calls or SMS.
• It is not a short code.
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Submit Message Templates for Approval

WhatsApp message templates allow businesses to use pre-created and pre-approved templates to send structured messages to customers who have opted in to receive notifications. Messages can include appointment reminders, shipping information, issue resolution, or payment updates. For more information, refer to the List of categories supported by WhatsApp.

Businesses must submit templates to WhatsApp directly or through a WhatsApp Business Solution Provider (BSP) for review before using them. WhatsApp reviews message templates to ensure they do not violate WhatsApp policies. You can submit templates in two ways:

1. 1. 1. Create message templates in the WhatsApp Manager, which is part of your WhatsApp Account in the Facebook Business Manager. Once approved, your business will have its own namespace where the message templates reside.
      2. Create and submit message templates on the WhatsApp Service Provider/BSP dashboard for approval.  Contact your BSP if you need more information or help.

Update User Opt-in Data

MoEngage recommends sending WhatsApp messages only to users who have opted in to receive messages from your brand. You must update this opt-in data in both MoEngage and your BSP.

Update Opt-in Preferences in MoEngage

MoEngage provides a standard attribute, WhatsApp Subscription Status (moe_wa_subscription), where you can update your users' opt-in preferences. You can update this attribute using one of the following methods:

• Use the User Import/Update feature in the MoEngage dashboard under Segment > Import Users. Update the WhatsApp Subscription Status attribute. For more information, refer to Import User Data.
• Use User Update APIs to send data directly from your applications or backend systems to MoEngage. Update the moe_wa_subscription attribute using the API. For more information, refer to the User API Documentation.

The following table describes the expected values for the moe_wa_subscription field:

Final Checklist

Before you begin sending WhatsApp messages through MoEngage, confirm that you have completed these key steps:

• Obtained a WhatsApp Business Solution Provider (BSP) account.
• Received approval for your WhatsApp Business Account (WABA) and registered your WhatsApp Business Phone Number.
• Ensured all your message templates are approved or whitelisted by WhatsApp.
• Updated users' opt-in preferences in both MoEngage and your BSP.
• If your WhatsApp BSP requires static IP addresses, refer to the MoEngage IP Whitelisting Mechanism guide. This is optional.

Next Step

Configure WhatsApp in MoEngage.