WhatsApp Setup

Connect Jack to WhatsApp Business API for guest messaging.

WhatsApp is the most popular messaging platform for international guests. This guide walks you through connecting Jack to the WhatsApp Business API.

Overview

WhatsApp Business API requires:

  • A Meta Business account
  • A verified business
  • A phone number dedicated to WhatsApp Business

Note: The setup process takes 1-3 business days for Meta's verification. Plan accordingly.

Step 1: Create Meta Business Account

  1. Go to business.facebook.com
  2. Click Create Account
  3. Enter your business name, your name, and email
  4. Follow the prompts to complete setup

Step 2: Create WhatsApp Business App

  1. Go to developers.facebook.com
  2. Click My Apps → Create App
  3. Select Business as the app type
  4. Enter an app name and select your business account
  5. On the app dashboard, find WhatsApp and click Set Up

Step 3: Add Phone Number

  1. In the WhatsApp section, go to Getting Started
  2. Click Add Phone Number
  3. Enter a phone number that:
    • Is not already registered with WhatsApp
    • Can receive SMS or voice calls for verification
  4. Verify the number via SMS or voice call

Important: Once a number is used for WhatsApp Business API, it cannot be used with the regular WhatsApp app. Use a dedicated business line.

Step 4: Get API Credentials

  1. In the WhatsApp section, go to API Setup
  2. Note your Phone Number ID
  3. Note your WhatsApp Business Account ID
  4. Generate a permanent access token:
    • Go to Business Settings → System Users
    • Create a system user with admin access
    • Generate a token with whatsapp_business_messaging permission

Step 5: Configure Webhook

  1. In the WhatsApp section, go to Configuration
  2. Click Edit next to Webhook
  3. Enter your callback URL: https://your-jack-domain.com/api/v1/webhooks/whatsapp
  4. Enter a verify token (any random string you choose)
  5. Click Verify and Save
  6. Subscribe to webhook fields: messages

Step 6: Configure Jack

  1. In Jack's dashboard, go to Settings → Apps
  2. Find WhatsApp and click Configure
  3. Enter:
    • Phone Number ID — From step 4
    • Business Account ID — From step 4
    • Access Token — From step 4
    • Webhook Verify Token — The token you chose in step 5
  4. Click Save and then Enable

Testing

Send a message to your WhatsApp Business number from a personal WhatsApp account. You should see the message appear in Jack's inbox within seconds.

Message Templates

WhatsApp requires pre-approved templates for business-initiated messages (when you message a guest first). Templates are not needed for replies within 24 hours.

Creating templates

  1. Go to WhatsApp Manager
  2. Click Create Template
  3. Choose a category and enter your message
  4. Submit for approval (usually takes 24-48 hours)

Common templates

  • Booking confirmation — Confirm reservation details
  • Pre-arrival — Send check-in information
  • Post-checkout — Thank guest and request review

Costs

  • First 1,000 conversations/month Free
  • Additional conversations $0.005-0.15 each (varies by country)

A "conversation" is a 24-hour messaging window, not per-message.

Troubleshooting

Messages not arriving

  • Verify webhook URL is correct and accessible
  • Check that webhook subscription includes "messages"
  • Verify access token has correct permissions

Webhook verification fails

  • Ensure Jack is running and accessible from the internet
  • Check the verify token matches exactly
  • Try without trailing slash in the URL

Sending fails

  • Check you're replying within 24 hours OR using an approved template
  • Verify the phone number ID is correct
  • Check access token hasn't expired