Third-Party Provider:
Please note that some of the instructions in this article pertain to a third-party provider and as such may not reflect all current settings. Should you have any questions or issues, please contact the third-party provider directly.
WhatsApp is the preferred communication platform for many companies that operate internationally. Here we will discuss the process, as well as the core actions required to activate your WhatsApp capabilities in Fountain.
Add-On Feature
WhatsApp is an add-on messaging tool and is not included in any base subscription to Fountain. Please contact your designated Fountain representative or [email protected] to enable it in your account.
Eligible Countries for WhatsApp
WhatsApp is available for use in all countries except the following:
Crimea (+7978)
Cuba (+53)
Iran (+98)
North Korea (+850)
Syria (+963)
WhatsApp Templates & Sessions
WhatsApp has strict guidelines to protect recipients from unwanted and unsolicited messages. As a result, every conversation with an applicant in WhatsApp must be initiated with a template.
If the applicant responds within 24 hours to the initial message template received, a ‘session’ begins. Once the session is initiated, you can communicate freely with the applicant, without the use of a template.
Important Note
If either party fails to respond within the 24-hour time allotment, the session ends, and you must use a template to re-initiate the conversation.
All WhatsApp templates must be pre-approved by WhatsApp. We have a list of pre-approved templates to choose from in this Help Center article. You also have the option to create your own templates and submit them for approval, which typically takes about 24 hours.
Similar to SMS templates, WhatsApp templates can be sent manually, or as automated messages such as appointment reminders or follow-up messages. When manually sending messages, you can choose a template from the dropdown list of available templates.
Qualifications for WhatsApp
The following qualifications for using WhatsApp must be met:
Must Operate in a Country that WhatsApp Supports: Your company must operate in a country that WhatsApp supports. Reference the Eligible Countries for WhatsApp section above for your reference.
Must Have a Website that is Verifiable through Email: While Meta has no guidelines on what constitutes a sufficient website, we recommend including the following on your landing page:
Company Name and Logo
Contact Info
About Page
Additional details
Meta must be able to verify that either our business email or website is associated with your business. You may either confirm by phone or email, but the means of confirmation must be directly associated with your business. To confirm email association, you may:
Upload a document showing that the business owns the email domain you entered. Ensure it displays both the legal name of the business AND the domain.
Examples of hosted domains that ARE NOT currently accepted include but are not limited to @gmail, @yahoo, etc.Confirm an email with a different domain that is associated with the business, or confirm it using using business phone number instead.
Fountain Account Must Be Enrolled in the Global Package: WhatsApp is a paid feature that requires a subscription. This information is contained in your Fountain contract. To ensure you are currently enrolled in the Global Package or to verify this information, email us at [email protected] or contact your designated Fountain representative.
Templates are Required to Communicate with Applicants: Initiating any direct conversation with an applicant in WhatsApp must always be done using a template. Once the applicant responds to the initial message template sent to them, you may continue the conversation with the applicant freely without a template.
If it takes the applicant more than 24 hours to respond, you'll have to restart or initiate the conversation using a template at that time.
Register to Use WhatsApp with Meta Business Manager
If your company already has a Meta Business Manager Account, you can proceed to the Obtain Your Meta Business Manager ID section.
Create a Meta Business Manager Account.
Ensure you have a Meta account for your business. The profile and corresponding login information linked to your account is required in order to create a Business Manager account.
Navigate to business.facebook.com to create your Business Manager account.
Select Create Account.
Enter your Business Name, Full Name, and Business Email.
Enter your address and select Promote its own goods or services.
Select Submit.
Go to the email you provided in the application, and click Confirm Now in the confirmation email from Meta Business Manager. You will be routed to your Meta Business Manager account you just created.
Link Information
Once you obtain your Meta Business Manager ID you'll link this information with WhatsApp within Fountain.
On any Fountain page, click your initial icon. Then click Company Settings in the dropdown.
Under Add-ons, click SMS.
Under the Actions column, click Link WhatsApp.
Consent to WhatsApp's Term of Service
Review the WhatsApp Terms of Service, then complete the WhatsApp Terms of Service Agreement. This process takes about 3-5 days for approval. Once you're fully approved, your Fountain representative will email you with the next step.
Approve Exotel Request in Meta Business Manager
Visit your Meta Business Manager account to approve the request to message on your behalf and to verify your business. This process takes about 7 to 14 days for approval. Once you're approved, notify your Fountain representative.
Log in to your Meta Business Manager account, and click Business Settings.
Scroll down and select Requests.
Select Approve on the request. This includes items like providing your company's website URL and proof of business licensure.
Fountain Registration
Fountain will register a selected phone number with Exotel on your behalf.
If you don't currently use WhatsApp, a new phone number will be selected for your Fountain account.