WhatsApp Settings Guide
Overview
WhatsApp settings allow you to customize how your WhatsApp integration works with Zend. You can control message preferences, fallback behavior, and your business display name.
Key Settings
WhatsApp Preferred
When enabled, Zend will prioritize sending messages through your WhatsApp Business account over other channels like SMS.
Benefits:
- Lower cost per message
- Better delivery rates
- Your business identity maintained
- Rich media support
Considerations:
- Requires active WhatsApp Business account
- Template approval needed for business messages
- Limited to business hours (unless configured otherwise)
System Fallback
Controls whether Zend should automatically use system WhatsApp when your account encounters issues.
Default: Enabled
What it does:
- Automatically routes messages through system WhatsApp if your account fails
- Ensures message delivery even during account issues
- Uses approved system templates when yours aren't available
Managing Your Settings
Enable WhatsApp Preferred
- Go to Dashboard > Settings > WhatsApp
- Toggle "WhatsApp Preferred" to ON
- Ensure your WhatsApp Business account is connected
- Verify your templates are approved
Disable System Fallback
- Go to Dashboard > Settings > WhatsApp
- Toggle "System Fallback" to OFF
- Be aware this may reduce delivery reliability
Update Business Display Name
- Go to Dashboard > Settings > WhatsApp
- Enter your desired business name
- Click "Save Changes"
Best Practices
For Maximum Reliability
- Keep system fallback enabled
- Monitor your WhatsApp account status
- Ensure templates are approved before sending
For Cost Control
- Disable system fallback
- Monitor delivery rates closely
- Have backup channels ready
For Business Identity
- Use a clear, recognizable business name
- Ensure consistent branding across channels
- Monitor message delivery quality
Troubleshooting
Common Issues
Messages not sending via WhatsApp:
- Check your WhatsApp account connection
- Verify template approval status
- Ensure you have sufficient credits
High costs:
- Check if system fallback is using system WhatsApp
- Review your message volume
- Consider disabling fallback if costs are too high
Template rejection:
- Review WhatsApp Business Policy
- Ensure content follows guidelines
- Contact support for template approval help
Need Help?
If you're experiencing issues with your WhatsApp settings or need assistance configuring your integration, please contact our support team.