Understanding WhatsApp for Business

WhatsApp Business is a powerful communication tool for hotels and accommodations of all sizes. With Myma.ai's integration, properties can automate conversations, improve response times, and create seamless booking and check-in experiences. This guide will walk you through how WhatsApp Business works, how to integrate it with Myma.ai, and how to promote it effectively to your guests.

A WhatsApp business profile is helpful information for your guests, like your address, business description, email address, and website. Business accounts give hotels an identity and make it easy for customers to access important information about your business, such as your business name, description, address, business hours, and category.

Pro Tip: Use a separate number for WhatsApp Business. This can be a mobile or fixed line, but it must be able to receive calls or SMS.

To get a WhatsApp Business Account, you need to download the WhatsApp Business application (from Apple Store or Google Play Market). Then, register your business using a UNIQUE phone number.

After obtaining WhatsApp Business API access, you can apply for a green checkmark (official business verification) to build trust with guests.

Myma.ai requires access to the WhatsApp Business API to automate guest communication. To achieve this, Myma.ai has partnered with Twilio, one of the largest approved Business Solution Providers of the WhatsApp Business API.

The hotel will need to create an account with Twilio and connect its existing WhatsApp number to that account. Alternatively, they can purchase a new number from Twilio.

The hotel will share the Twilio account credentials with Myma.ai, allowing us to obtain the necessary keys to connect the Myma.ai Chatbot to Twilio.

Please note that if you choose to migrate a phone number to the WhatsApp Business Platform, you cannot use that number simultaneously on the WhatsApp Business App. The number must be used exclusively on either the Business Platform or the Business App.

WhatsApp requires that the applications implement explicit user opt-ins to deliver messages over WhatsApp. You may gather this opt-in information either via a web page or a mobile app, such as during the booking flow.

Please note that sending messages to guests without an opt-in may result in the guest blocking your business as well as the suspension of your WhatsApp Business account.

WhatsApp requires that business-initiated notifications sent by any application (including Myma.ai) be templated and pre-registered, with the exception of messages sent as a reply to a user-initiated message. If buttons are used, they should be part of the template too.

A WhatsApp session begins when a user sends a message to your WhatsApp number that is connected to Myma.ai. Sessions are valid for 24 hours after the most recently received message, during which Myma.ai is able to communicate with customers using free-form messages. Freeform messages may include text or media. To send a message outside the 24-hour session window, we must use a pre-approved message template.

WhatsApp requires compliance with the WhatsApp Business Solution Terms, with the WhatsApp Business Solution Policy, and with its Commerce Policy. As part of the approval process, the business and use case will be considered to make sure the usage is in line with the above guidelines.

WhatsApp fee is payable directly by the hotels as per the usage, or passed on to you by Myma.ai, without any markup.

WhatsApp service is charged per message fees. Meta also charges fees per 24 hour window for each conversation. There are two types of conversations: Business-initated conversations and user-initated conversations. You can find more information about the cost of sending WhatsApp messages here.

Catalogs allow hotels to showcase rooms so prospective guests could easily browse and check out rooms they are interested in booking, without needing to redirect your prospects to the website or elsewhere.

Before check-in, you can promote the add-ons and upsells catalog items.

For each item in your catalog, you can add information, including price, description, and room/ product code.

Collections act as folders to group items inside a business account. Users can navigate to the category they’re looking for right away without scrolling through the whole product list.

Buttons allow Myma.ai to include interactive and more appealing buttons for the messages sent to the guests. These buttons can be of 2 types:

Interactive buttons are great for a smooth customer journey.

No typing = less effort = better customer experience.

WhatsApp allows text, emojis, and some formatting in messages. To format all or part of a message, use these formatting symbols

WhatsApp supports sending and receiving GPS location data in messages to and from WhatsApp users.

Facebook does not support location messaging in WhatsApp Message Templates at this time, it's only in response to a guest question.

There are multiple ways to use WhatsApp for the hotel. Myma.ai enables the following:

Pre-arrival communication over WhatsApp is sent 5 days before the arrival of guests in the hotel. It makes the client happy and shows them you are concerned for them. Customers asked if they want any add-ons or special requests.

Integration Prerequisite: Reservations data from PMS

On the day of arrival, another message is sent to the customer with important information and links.

Integration Prerequisite: Real-time check-in data from PMS

Depending on the PMS integration, a message is sent as soon as the guest checks in.

Integration Prerequisite: Reservations data from PMS

A message is sent a few hours after checking out thanking them for the stay and collecting feedback.

Integration Prerequisite: Real-time check-out data from PMS

Now that you have WhatsApp for Business working, you need to start promoting it. Here are some ways to achieve it.

To give your customers another way to communicate with your business, you can link your WhatsApp Business account with a Facebook Page and/or Instagram Profile. When you link your Facebook Page or Instagram Profile with your WhatsApp Business account, your number appears as a contact option on the linked Facebook Page and/or Instagram Profile.

When a customer taps on this contact option, they can message you directly on WhatsApp, and Myma.ai Chatbot will come into action to respond to the customer query.

When a customer makes a booking, ask for their mobile number, and if they will like to receive communication on WhatsApp.

Customers can initiate a conversation with you on WhatsApp through URL deep links, such as on your website. If end users have WhatsApp installed on their devices, clicking the deep link opens a conversation with your business inside of WhatsApp.

Use the website to generate a link for free

https://create.wa.link/

Example: https://api.whatsapp.com/send?phone=64221110002&text=Hello

Your WhatsApp Business QR code is a scannable image that makes it easy for your customers to send you a message. All your customers need to do is scan your code, and they’ll automatically receive your contact information. Customers can message you on WhatsApp by scanning your business account’s QR code.

You can customize the pre-populated message.

Pro Tip: To make it easy for your customers to find you on WhatsApp, print a copy of your WhatsApp Business QR code and display it in a visible place, add it to booking confirmation PDFs, invoices, etc.

Read how to setup here

Note: This feature is currently only available to users in Brazil, Colombia, Mexico, Indonesia, and the UK.

WhatsApp Business search offers businesses an opportunity to be found on WhatsApp. This feature lets WhatsApp users search for businesses and start a conversation without leaving WhatsApp.

The feature displays all businesses that have not opted out of being ‘listed’ in business search results. In selected markets, all eligible businesses (Official Business Accounts and Verified Business Accounts) were automatically set to a “listed” status prior to launch.

Note: In Brazil, business search results will only include businesses (Official Businesses Accounts and Verified Business Accounts) that chose to opt-in.

WhatsApp Business, when integrated with Myma.ai, streamlines communication, enhances guest experience, and drives operational efficiency. From automating pre-arrival messages to sending catalog upsells, it transforms how properties engage with guests. Promote your WhatsApp channel proactively and ensure guests are opted-in to unlock its full potential!