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WhatsApp

For many customers, especially outside the US, WhatsApp open rates outperform SMS and email by a wide margin. The integration sends booking confirmations, reminders, and review requests over WhatsApp Business. Replies route into the same LumisReach contact record so the agent and the rep see the full thread.

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What changes

  • Confirmations land where the customer reads. Right after a booked call, the WhatsApp confirmation reaches them with the appointment details and address.
  • Reminder cadence. 24-hour and one-hour reminders fire automatically.
  • Two-way replies. Customer responses come back into LumisReach. The agent can answer, or escalate to your team if intent spikes.
  • Suppression list synced. Anyone who replies STOP is suppressed across every channel.

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Setup

1

Open the integrations panel

Inside the app: Settings → Integrations → Messaging.
2

Connect WhatsApp Business

Sign in with the WhatsApp Business account that owns your phone number.
3

Verify your number

WhatsApp confirms the business phone number through their verification flow.
4

Submit templates for approval

Build templates for each scenario (confirmation, reminder, follow-up). They submit to WhatsApp and typically approve within 24 to 48 hours.

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Standard templates

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WhatsApp Business requirements

  • Business account. Personal WhatsApp accounts can’t be used.
  • Verified phone number. Through WhatsApp’s verification flow.
  • Approved templates. Business-initiated messages require pre-approved templates.
  • Compliance. Messages must follow WhatsApp’s commerce and messaging policies.

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Two-way replies

When customers reply to a WhatsApp message, the response opens a 24-hour free-form messaging window with that contact. During the window, LumisReach can:
  • Answer common questions automatically.
  • Reschedule the appointment.
  • Route the conversation to a human if intent spikes.
  • Stay in thread without sending another approved template.
Outside the 24-hour window, business-initiated messages require an approved template.

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Troubleshooting

Confirm the template is approved and the customer’s number is valid in WhatsApp’s directory.
Strip promotional language from transactional templates. WhatsApp rejects templates that read as marketing pushes.
The customer needs WhatsApp installed and the number on the message must match a registered account.

Connect WhatsApp

Five-minute setup. Templates typically approve in a day.