đ©âđ» At a Glance
WhatsApp touchpoints work in the same way as other Journey Builder touchpoints, such as email and SMS.
Combine WhatsApp with existing Journey Builder functionality to create personalised, multichannel behavioural supporter journeys.
Send a welcome message after registration
Send different messages based on whether someone has raised money
Congratulate supporters when they reach a fundraising or activity milestone
Share personalised links and calls to action
Invite supporters to reply or contact your team
WhatsApp must already be connected in Account Settings before you can use WhatsApp touchpoints.
Adding a WhatsApp Touchpoint
To add WhatsApp to a journey:
Open your pathway â Go to the relevant pathway in Journey Builder.
Add a new touchpoint â Select WhatsApp from the available touchpoint types.
Give the touchpoint a name â Social Sync will create a default title, but we recommend changing this to something easy to recognise, such as Welcome WhatsApp.
Select your WhatsApp profile â Choose the WhatsApp profile the message should be sent from.
You can position WhatsApp anywhere in your journey and combine it with the same triggers, delays and conditions you use with other touchpoints.
Building Your Message
WhatsApp messages can include several different content elements.
Message Header
Add an optional header of up to 60 characters.
You can also use the header to add:
An image from your Media Library
A video from your Media Library
Message Body
Add the main body of your WhatsApp message.
You can use dynamic merge fields to personalise the message with information such as:
Supporter name
Fundraiser links
One-time login links
JustGiving or GoFundMe claim links
Order details
Event information
Total amount raised
Activity or distance totals
This allows the content of each WhatsApp message to reflect the supporter and their activity.
Message Footer
Add an optional footer of up to 60 characters.
Adding Buttons
Buttons allow supporters to take an action directly from the WhatsApp message.
You can add three types of button:
URL â Send the supporter to a webpage or personalised link.
Quick Reply â Allow the supporter to respond to your message.
Phone Number â Allow the supporter to call a specified number.
URL Buttons
Add a button name and either:
Enter a fixed URL, or
Use a merge field to create a personalised link
For example, you could link supporters to:
Their fundraising page
A fundraiser sharing link
A Facebook group
A page claim link
An event registration page
We recommend keeping calls to action simple and only adding buttons that are relevant to the purpose of the message.
Quick Reply Buttons
Quick replies make it easy for supporters to engage with your content.
For example, you could add an Ask a question button to a welcome message.
When a supporter selects the button, their response is sent into Social Sync and creates an inbound conversation for your team to manage.
Phone Number Buttons
Add a phone number button when you want supporters to be able to call your organisation directly from the message.
This can be useful for journeys where telephone support is part of the supporter experience.
Previewing Your Message
Use the preview to see how your WhatsApp message will appear to supporters.
Before submitting, check:
Message content
Personalisation
Images or video
Buttons
Links
Overall layout
Submitting Your Message for Approval
Outbound WhatsApp journey messages must be approved by Meta before they can be sent.
Once your message is ready:
Select Submit for review.
The touchpoint will move to Pending Review.
Meta will review the message and return an approval or rejection.
Approval normally takes 10â15 minutes but can take up to 24 hours, so we recommend submitting WhatsApp messages before your journey goes live.
Using a Touchpoint While It Is Under Review
You can publish a pathway while a WhatsApp touchpoint is still pending approval.
However, if a supporter reaches the touchpoint before it has been approved, the WhatsApp message will be skipped and their journey will continue.
The supporter will not become stuck at the touchpoint, but they may miss that message.
For important or time-sensitive messages, make sure approval is complete before supporters can reach the touchpoint.
If a Message Is Rejected
If Meta rejects a WhatsApp message, Social Sync will display the reason provided.
You can then:
Review the rejection reason.
Update the message.
Submit it for review again.
If you need help understanding Meta's requirements or improving a rejected message, contact Social Sync Support.
Using WhatsApp in Your Journeys
You can use as many WhatsApp touchpoints as needed within a pathway and combine them with other channels.
For example, you could:
Trigger a WhatsApp after someone registers
Add a delay before sending a welcome message
Use a condition to send different messages based on fundraising performance
Congratulate someone when they reach a fundraising milestone
Send a message when someone logs their first activity
Combine WhatsApp, email and SMS within the same supporter journey
WhatsApp works with the wider Journey Builder, so you can use your existing journey logic to make messages timely, relevant and personalised.