WhatsApp Messaging

WhatsApp touchpoints let you add personalised, interactive WhatsApp messages directly into your supporter journeys.

Use WhatsApp to welcome supporters, celebrate milestones, share personalised calls to action and invite people to reply directly to your team.

Open the relevant Pathway in Journey Builder and add a WhatsApp touchpoint where you want the message to be sent.

Give the touchpoint a clear name, such as Welcome WhatsApp, and select the WhatsApp profile the message should be sent from.

WhatsApp can be positioned anywhere in the journey and combined with the same Triggers, Delays, Conditions and other logic used across Journey Builder.

WhatsApp messages can include a header, message body, footer, media and interactive buttons.

Add an optional header of up to 60 characters, or use the header area to include an image or video from your Media Library.

Create the main content of your message and use Merge Fields to personalise it with supporter, campaign and fundraising data.

This can include things such as supporter names, fundraising totals, event information, order details, activity progress and personalised fundraising or login links.

Add an optional footer of up to 60 characters for supporting information that does not need to sit within the main message.

Buttons give supporters a clear next action directly from the WhatsApp message.

You can use:

URL – Link to a webpage or personalised action, such as a fundraising page, sharing link, registration flow or fundraiser claim link.

Quick Reply – Give supporters an easy way to respond. Their reply will appear in the Social Sync Inbox for your team to manage.

Phone Number – Let supporters call your organisation directly from the message.

Keep calls to action focused so the buttons support the main purpose of the message.

Use the preview to check how the message will appear before submitting it for approval.

Review the content, personalisation, media, buttons and links to make sure the message is clear and the supporter has an obvious next action.

Outbound WhatsApp journey messages must be approved by Meta before they can be sent.

When the message is ready, select Submit for review. The touchpoint will move to Pending Review while Meta checks the message.

Approval normally takes 10–15 minutes, but can take up to 24 hours, so we recommend submitting important WhatsApp messages before the Pathway goes live.

You can publish a Pathway while a WhatsApp touchpoint is still awaiting approval.

The supporter will not become stuck at the node, but they will not receive that message.

If Meta rejects a message, Social Sync will show the rejection reason.

Update the message based on the feedback and submit it for review again.

If you need help understanding the rejection or Meta’s requirements, contact Social Sync Support.

You can update a WhatsApp message after the Pathway is live.

Any changes must go through Meta approval before they can be used. While the updated version is being reviewed, supporters will continue to receive the currently approved version.

Once Meta approves the changes, the updated message automatically replaces the previous version.

You can add multiple WhatsApp touchpoints throughout the same Pathway and combine them with Email, SMS, Tasks and the wider Journey Builder logic.

For example, you might welcome a supporter after registration, encourage them after a Delay, send different messages based on fundraising progress, or celebrate a milestone when they reach a target.