đ©âđ» At a Glance
When a supporter replies or reacts to a WhatsApp message, their conversation appears in the Social Sync Inbox for your team to manage.
You can respond in near real time, see the context behind the conversation and access relevant supporter, campaign and fundraising information while you reply.
WhatsApp sits alongside SMS and other supported channels in the same unified Inbox and single supporter view.
Replying to WhatsApp Messages
Open the supporterâs WhatsApp conversation in the Inbox to reply directly.
You can write and send responses, add emojis, expand the composer, insert dynamic supporter information and include personalised fundraising, registration or campaign links.
Messages sent during an active WhatsApp conversation are normally delivered almost immediately.
The 24-Hour Engagement Window
When a supporter sends you a WhatsApp message, Meta opens a 24-hour engagement window.
During this window, your team can reply directly and continue the conversation in real time.
If more than 24 hours have passed since the supporter last messaged you, your reply will need Meta approval before it can be sent. Social Sync handles this process for you.
Approval usually takes 10â15 minutes, but can occasionally take up to 24 hours. Where approval is required, you can also choose when the message should be sent once approved.
Delivery and Supporter Replies
WhatsApp conversations update in near real time, and where Meta provides the information, you can see when your message has been read.
Supporters can reply with text, emojis, reactions, images, photos, GIFs and other supported WhatsApp media.
Your team can currently respond from the Inbox using text and emojis.
Using Supporter Context While You Reply
The single supporter view remains available alongside the WhatsApp conversation, giving your team the context they need without leaving the Inbox.
You can review supporter, registration and fundraising information, and insert relevant dynamic data or personalised links directly into your response.
This makes it easier to answer questions, share the right fundraiser or registration link and provide more relevant support in the moment.
Using Quick Replies
Quick Replies help your team respond faster to common WhatsApp enquiries while keeping responses consistent and personal.
Choose a Quick Reply, review or personalise it where needed, and send it directly from the conversation.
Managing WhatsApp Preferences
If a supporter no longer wants to receive WhatsApp messages for a specific journey, update the WhatsApp subscription status on their audience record.
Once unsubscribed, they will no longer receive future WhatsApp touchpoints from that journey.
This does not affect their subscriptions to other channels such as Email or SMS.
WhatsApp in the Unified Inbox
WhatsApp works as part of the wider Social Sync Inbox experience, alongside other supported channels.
Search, filters, Open and Closed statuses, Follow-up, bulk actions and conversation history are all managed through the same supporter-focused workspace.