---
title: "WhatsApp Integration All-in-One Guide"
description: "This guide covers everything you need to know — from initial setup to advanced automation — so you can get the most out of WhatsApp inside your Aesthetix CRM account."
url: https://help.aesthetixcrm.com/en/articles/1339-whatsapp-integration-all-in-one-guide
collection: "Lead Capture"
updated: 2026-11-06
language: en
---

# WhatsApp Integration All-in-One Guide

This guide covers everything you need to know — from initial setup to advanced automation — so you can get the most out of WhatsApp inside your Aesthetix CRM account.

## Overview

WhatsApp is one of the most powerful communication channels available inside Aesthetix CRM. With over 2 billion users globally, it delivers higher open rates than SMS or email and allows you to automate conversations, run bulk campaigns, and manage all your messaging from one place.

This guide covers everything you need to know — from initial setup to advanced automation — so you can get the most out of WhatsApp inside your Aesthetix CRM account.

* * *

## 1\. How WhatsApp Works in Aesthetix CRM

Aesthetix CRM connects to WhatsApp through Meta's official **WhatsApp Business API (Cloud API)**. This gives you access to enterprise-grade messaging features directly inside your CRM — no third-party app required.

Here's what you can do:

-   **Send and receive WhatsApp messages** from the Conversations inbox
    
-   **Automate responses** using Workflows
    
-   **Run bulk campaigns** to large contact lists
    
-   **Create and send approved message templates** for outreach
    
-   **Build interactive Flows** for appointment booking, data collection, and more
    
-   **Track delivery, read rates, and engagement** from your dashboard
    

> ⚠ **Important:** WhatsApp Business API messages are subject to Meta's policies and pricing. Please read this guide in full before getting started.

* * *

## 2\. Requirements Before You Begin

Before connecting WhatsApp to Aesthetix CRM, make sure you have the following:

Requirement

Details

<table style="min-width: 50px;"><colgroup><col style="min-width: 25px;"><col style="min-width: 25px;"></colgroup><tbody><tr><th colspan="1" rowspan="1"><p><strong><strong>Meta Business Manager account</strong></strong></p></th><th colspan="1" rowspan="1"><p><strong>Required to verify your business with Meta</strong></p></th></tr><tr><td colspan="1" rowspan="1"><p><strong>A dedicated phone number</strong></p></td><td colspan="1" rowspan="1"><p>Must not be currently registered on WhatsApp or the WhatsApp Business App</p></td></tr><tr><td colspan="1" rowspan="1"><p><strong>Meta Business Verification</strong></p></td><td colspan="1" rowspan="1"><p>Required to unlock higher messaging limits</p></td></tr><tr><td colspan="1" rowspan="1"><p><strong>Active Aesthetix CRM subscription</strong></p></td><td colspan="1" rowspan="1"><p>WhatsApp is an add-on feature ($29/month per account)</p></td></tr></tbody></table>

> ⚠ **Phone number rules:** Once a number is migrated to the WhatsApp Business Platform, it **cannot** be used simultaneously on the WhatsApp or WhatsApp Business App. You must choose one or the other — unless you use the **Coexistence** setup (see Section 4).

> ⚠ **Unsupported regions:** Some country codes are not supported by the WhatsApp Business API. If your business operates in a restricted region, contact our support team for alternatives.

* * *

## 3\. Setting Up WhatsApp (New Number)

Use this method if you are connecting a **brand new phone number** that has never been used on WhatsApp.

**Step 1 — Subscribe to WhatsApp**

1.  Inside your Aesthetix CRM sub-account, go to **Settings → WhatsApp**
    
2.  Click **Get Started** and enter your payment details
    
3.  Confirm the subscription ($29/month per account)
    

**Step 2 — Connect via Embedded Signup**

1.  After subscribing, you will be redirected to Meta's WhatsApp signup page
    
2.  Log in with your **Facebook/Meta Business account**
    
3.  Create or select your **WhatsApp Business Account (WABA)**
    
4.  Enter your **business phone number** and choose your verification method (SMS or voice call)
    
5.  Enter the verification code
    

**Step 3 — Configure Your Business Profile**

1.  Add your **Business Display Name** (this is what contacts will see)
    
2.  Upload a **profile photo/logo**
    
3.  Add your **business description, website, and address**
    
4.  Click **Save**
    

**Step 4 — Confirm Connection**

1.  Return to **Settings → WhatsApp** in Aesthetix CRM
    
2.  Your number should now show a **Connected** status
    
3.  You are ready to start messaging ✅
    

* * *

## 4\. Setting Up WhatsApp (Existing Number / Coexistence)

**WhatsApp Coexistence** allows you to link your existing WhatsApp Business App number to Aesthetix CRM — so you can manage the same inbox from both your phone and the CRM simultaneously.

**What you can do in Coexistence mode:**

Feature Mobile App Aesthetix CRM

<table data-id="fd70bd2d-3512-4599-b4cb-e80bf1d6b3d9" style="min-width: 75px;"><colgroup><col style="min-width: 25px;"><col style="min-width: 25px;"><col style="min-width: 25px;"></colgroup><tbody><tr><td colspan="1" rowspan="1"><p data-id="d577f9fd-13e1-4f9a-b9c9-eacf651df685">Send/receive messages</p></td><td colspan="1" rowspan="1"><p data-id="06a3ac1d-1ef8-4086-8283-b732502138c6"><span data-name="check_mark_button" data-type="emoji">✅</span></p></td><td colspan="1" rowspan="1"><p data-id="43d6a3ad-2747-4207-b779-7ca33c79a60e"><span data-name="check_mark_button" data-type="emoji">✅</span></p></td></tr><tr><td colspan="1" rowspan="1"><p data-id="b9145ae9-cd60-49cd-8b19-187c786d6c08">Bulk campaigns</p></td><td colspan="1" rowspan="1"><p data-id="861ae8c6-0588-417e-a6eb-10701aa2cd09"><span data-name="cross_mark" data-type="emoji">❌</span></p></td><td colspan="1" rowspan="1"><p data-id="5e917d02-4791-4414-8aba-28dabfe78386"><span data-name="check_mark_button" data-type="emoji">✅</span></p></td></tr><tr><td colspan="1" rowspan="1"><p data-id="b6078226-4a25-4853-949d-fe74c9c45025">Automated workflows</p></td><td colspan="1" rowspan="1"><p data-id="c2d4becc-715e-4853-984d-c5ccabc2591e"><span data-name="cross_mark" data-type="emoji">❌</span></p></td><td colspan="1" rowspan="1"><p data-id="e8dd5262-8cd5-428f-9760-baeaa9b201f4"><span data-name="check_mark_button" data-type="emoji">✅</span></p></td></tr><tr><td colspan="1" rowspan="1"><p data-id="83781bbb-7c07-4fda-9480-6d9893dc4016">Interactive templates</p></td><td colspan="1" rowspan="1"><p data-id="f66212e7-0680-487b-a16c-c8204d781759"><span data-name="cross_mark" data-type="emoji">❌</span></p></td><td colspan="1" rowspan="1"><p data-id="f2d7c017-e19d-44f1-9293-ac6c80130484"><span data-name="check_mark_button" data-type="emoji">✅</span></p></td></tr><tr><td colspan="1" rowspan="1"><p data-id="76aae2a5-38d4-4566-8cb2-4766516907ef">Status, Groups, Calls</p></td><td colspan="1" rowspan="1"><p data-id="f9a09535-e334-4cfb-ac73-0f83a57e2271"><span data-name="check_mark_button" data-type="emoji">✅</span></p></td><td colspan="1" rowspan="1"><p data-id="a4378cf9-5ad5-4284-9595-732197832250"><span data-name="cross_mark" data-type="emoji">❌</span></p></td></tr><tr><td colspan="1" rowspan="1"><p data-id="cedc9286-17bc-4f6e-b8b9-e20c50943574">Voice notes</p></td><td colspan="1" rowspan="1"><p data-id="55408ee1-00c8-40cd-836b-edbdd1a38631"><span data-name="check_mark_button" data-type="emoji">✅</span></p></td><td colspan="1" rowspan="1"><p data-id="e2fd7642-8bc9-4e62-87db-9dd06055fa79"><span data-name="check_mark_button" data-type="emoji">✅</span></p></td></tr></tbody></table>

**Requirements for Coexistence:**

-   WhatsApp Business App version **2.24.17 or newer**
    
-   Your number must be linked to a **Facebook Page**
    
-   You must **not** have a previous LeadConnector/WABA integration on this number (if you do, delete the old WABA first)
    

**Setup Steps:**

1.  Go to **Settings → WhatsApp** in your Aesthetix CRM account
    
2.  Select **Coexistence / Connect Existing Number**
    
3.  Scan the QR code displayed with your **WhatsApp Business App**
    
4.  Approve the connection prompt on your phone
    
5.  Your number is now linked ✅
    

> 📌 **Note:** Template messages (for outreach outside the 24-hour window) can **only** be sent via Aesthetix CRM — not from the mobile app — when using Coexistence.

* * *

## 5\. Navigating WhatsApp Settings

Go to **Settings → WhatsApp** to access your WhatsApp control center.

### Dashboard / Header Card

Displays a real-time snapshot of your account health:

-   **Account Status** — whether your WABA is active and in good standing
    
-   **Meta Business Verification** — verification status with Meta
    
-   **Total Messages Sent** (last 7 days)
    
-   **Total Messages Delivered** (last 7 days + delivery rate %)
    

The three-dot **action menu** in the top-right corner lets you:

-   **Disconnect** your WhatsApp account
    
-   **Cancel** your WhatsApp subscription
    

### The Numbers Tab

Manage all phone numbers linked to your WhatsApp Business Account:

-   Add a new number (via dropdown or manual entry)
    
-   View number status (Connected / Pending / Disconnected)
    
-   Launch **Click-to-WhatsApp Ad campaigns** from a number
    

### The Templates Tab

Create and manage your Meta-approved message templates (see Section 7).

### The Flows Tab

Build interactive WhatsApp Flows for appointment booking and data collection (see Section 11).

* * *

## 6\. The 24-Hour Messaging Window

This is the most important concept to understand about WhatsApp messaging.

### How It Works

-   When a contact **sends you a message**, a **24-hour window** opens
    
-   During this window, you can send **free-form messages**, which are free for the first 1,000 per number each month (see Pricing & Billing below)
    
-   Every time the contact replies, the **window resets** for another 24 hours
    
-   If **more than 24 hours pass** without a reply, the window closes — and you must use a **pre-approved template** to re-engage (which incurs a charge)
    

### Click-to-WhatsApp Ads (72-Hour Window)

If a contact messages you by clicking a **Facebook/Instagram Ad**, the conversation window extends to **72 hours** (instead of 24). During this extended window, you can send both free-form and template messages.

### Summary Table

Scenario Message Type Cost

<table style="min-width: 75px;"><colgroup><col style="min-width: 25px;"><col style="min-width: 25px;"><col style="min-width: 25px;"></colgroup><tbody><tr><th colspan="1" rowspan="1"><p><strong><strong>Contact messaged you within 24 hrs</strong></strong></p></th><th colspan="1" rowspan="1"><p><strong><strong>Free-form text</strong></strong></p></th><th colspan="1" rowspan="1"><p><strong><strong>Free for the first 1,000 per number each month, then charged per message</strong></strong></p></th></tr><tr><td colspan="1" rowspan="1"><p>No contact reply in 24+ hrs</p></td><td colspan="1" rowspan="1"><p>Approved template required</p></td><td colspan="1" rowspan="1"><p>Charged per message</p></td></tr><tr><td colspan="1" rowspan="1"><p>Contact clicked a WhatsApp ad</p></td><td colspan="1" rowspan="1"><p>Free-form or template</p></td><td colspan="1" rowspan="1"><p>Free (72-hr window)</p></td></tr><tr><td colspan="1" rowspan="1"><p>Utility template sent within service window</p></td><td colspan="1" rowspan="1"><p>Template</p></td><td colspan="1" rowspan="1"><p>Charged per message as of October 1, 2026</p></td></tr></tbody></table>

* * *

## 7\. Message Templates

Templates are **pre-approved messages** that allow you to reach contacts outside of the 24-hour window or initiate business conversations. All templates must be approved by Meta before use.

### Template Categories

Category

Use Case

Notes

<table style="min-width: 75px;"><colgroup><col style="min-width: 25px;"><col style="min-width: 25px;"><col style="min-width: 25px;"></colgroup><tbody><tr><th colspan="1" rowspan="1"><p><strong><strong>Marketing</strong></strong></p></th><th colspan="1" rowspan="1"><p><strong>Promotions, offers, announcements</strong></p></th><th colspan="1" rowspan="1"><p><strong>Cannot be sent to US (+1) numbers</strong></p></th></tr><tr><td colspan="1" rowspan="1"><p><strong>Utility</strong></p></td><td colspan="1" rowspan="1"><p>Order updates, appointment reminders, confirmations</p></td><td colspan="1" rowspan="1"><p>Can be sent to all regions; charged per message, inside or outside the service window</p></td></tr><tr><td colspan="1" rowspan="1"><p><strong>Authentication</strong></p></td><td colspan="1" rowspan="1"><p>One-time passcodes, account verification</p></td><td colspan="1" rowspan="1"><p><em>(Coming soon)</em></p></td></tr><tr><td colspan="1" rowspan="1"><p><strong>Service</strong></p></td><td colspan="1" rowspan="1"><p>Resolving customer inquiries</p></td><td colspan="1" rowspan="1"><p><em>(Coming soon)</em></p></td></tr></tbody></table>

> ⚠ **US Number Restriction:** As of April 1, 2025, **marketing templates cannot be sent to US phone numbers (+1)**. Utility and service messages are still permitted.

### Creating a Template

1.  Go to **Settings → WhatsApp → Templates Tab**
    
2.  Click **\+ Create Template**
    
3.  Fill in the following:
    
    -   **Template Name** — unique identifier (no spaces; use underscores)
        
    -   **Category** — Marketing, Utility, or Authentication
        
    -   **Language** — select the language of the message
        
4.  Build your message:
    
    -   **Header (optional):** Text, Image, Video, Document, or Location
        
    -   **Body:** Main message text. Use `{{1}}`, `{{2}}` etc. for dynamic variables (e.g., contact name, appointment time)
        
    -   **Footer (optional):** Small print or unsubscribe note
        
    -   **Buttons (optional):** Call to Action (phone/URL) or Quick Reply buttons
        
5.  Click **Create** to submit to Meta for approval
    

### Template Approval Statuses

Status

Meaning

<table data-id="427a0a2a-9b99-4a4f-89d7-a7f3c9856263" style="min-width: 50px;"><colgroup><col style="min-width: 25px;"><col style="min-width: 25px;"></colgroup><tbody><tr><td colspan="1" rowspan="1"><p data-id="a2e28a23-47c4-4442-93f5-4154e34815ef"><strong>Pending</strong></p></td><td colspan="1" rowspan="1"><p data-id="223fb087-265e-453f-bdc9-fdb2d03641b9">Submitted and awaiting Meta review</p></td></tr><tr><td colspan="1" rowspan="1"><p data-id="74e23665-096f-4b41-9592-c87f3691d3df"><strong>Approved</strong></p></td><td colspan="1" rowspan="1"><p data-id="d7073c9a-0d4e-434f-bafe-4f95c2ba378f">Ready to send</p></td></tr><tr><td colspan="1" rowspan="1"><p data-id="1d4dda2d-306c-4584-98ec-a911ae7a9427"><strong>Rejected</strong></p></td><td colspan="1" rowspan="1"><p data-id="63fe7a0d-bb89-43f2-aa52-36d66152189e">Did not meet Meta's policies; edit and resubmit</p></td></tr><tr><td colspan="1" rowspan="1"><p data-id="e3f6ec74-7dde-414a-8479-a79b88a9e4ad"><strong>Paused</strong></p></td><td colspan="1" rowspan="1"><p data-id="ebbefe56-30f2-4471-ba5a-79196ccce258">Temporarily suspended due to low engagement or quality issues</p></td></tr><tr><td colspan="1" rowspan="1"><p data-id="905df29d-b256-4edc-9787-0d5e94f0b228"><strong>Disabled</strong></p></td><td colspan="1" rowspan="1"><p data-id="e6de0935-9e81-4c99-b4d1-1bf67ae30e54">Permanently blocked by Meta</p></td></tr></tbody></table>

### Tips for Getting Templates Approved

-   Avoid overly salesy language in Marketing templates
    
-   Clearly identify your business in the message body
    
-   Do not include misleading content or external links to unknown sites
    
-   Use the built-in **AI Template Rewriter** tool (in the Templates tab) to convert Marketing templates into Utility-style language for better approval rates
    

### Previewing & Sending Templates

-   Templates can be **previewed before sending** directly in the Conversations inbox and Bulk Actions
    
-   The preview shows the template **category and language**
    
-   If the template includes media, click **Replace Media** to swap in a local file at send time
    

* * *

## 8\. Snippets (Canned Replies)

Snippets are **reusable message blocks** you can insert into active conversations for faster, consistent replies — no approval required.

-   Snippets can include **text and multimedia**
    
-   They can **only be used within an open 24-hour window**
    
-   To message a contact outside the window, you must use an approved Template instead
    
-   Snippets can also be inserted into Workflow actions using free-form message steps
    

**To use a snippet in a conversation:**

1.  Open the conversation in **Conversations**
    
2.  Click the **Snippet icon** in the message composer
    
3.  Search for and select your saved snippet
    
4.  Edit if needed and send
    

* * *

## 9\. Sending Bulk WhatsApp Messages

Bulk Actions let you send approved WhatsApp templates to **multiple contacts at once** — perfect for campaigns, announcements, or re-engagement outreach.

### How to Send a Bulk WhatsApp Message

1.  Go to **Contacts** in your Aesthetix CRM account
    
2.  Use **filters or** [**Smart Lists**](https://help.aesthetixcrm.com/en/articles/1453-smart-lists.md) to select the contacts you want to reach
    
3.  Click **Bulk Actions → Send WhatsApp**
    
4.  Select an **approved template** (preview will appear automatically)
    
5.  Replace any media if needed
    
6.  Choose your send method:
    
    -   **Send Now** — sends immediately
        
    -   **Schedule** — set a future date and time
        
    -   **Drip Mode** — sends messages in batches over time
        
7.  Optionally, configure an **SMS Fallback** message (sent automatically if WhatsApp delivery fails)
    
8.  Click **Send** to launch the campaign
    

### Campaign Tracking

After sending, monitor your campaign performance in real time:

Stat What It Means

<table data-id="b79ddff8-e780-476c-b3a8-1fee9a251f54" style="min-width: 50px;"><colgroup><col style="min-width: 25px;"><col style="min-width: 25px;"></colgroup><tbody><tr><td colspan="1" rowspan="1"><p data-id="1622c020-2d7a-4096-99e1-ae8d7c681cc7"><strong>Pending</strong></p></td><td colspan="1" rowspan="1"><p data-id="34242ee1-d473-45a3-a93a-47f50f62eabb">Message queued, not yet triggered</p></td></tr><tr><td colspan="1" rowspan="1"><p data-id="43785fbc-924f-4b05-8aea-89ac1c5de17e"><strong>Sent</strong></p></td><td colspan="1" rowspan="1"><p data-id="4069aa70-7dd3-460a-8696-3911cab3f31b">Message triggered and sent to WhatsApp</p></td></tr><tr><td colspan="1" rowspan="1"><p data-id="ccc9a417-5888-4ee3-9021-19464a88cdf3"><strong>Delivered</strong></p></td><td colspan="1" rowspan="1"><p data-id="ef113ea5-062e-483d-a976-bf44f41b4f68">Successfully received on the contact's device</p></td></tr><tr><td colspan="1" rowspan="1"><p data-id="0af03b06-1c31-4012-b640-1a9c9106a012"><strong>Read</strong></p></td><td colspan="1" rowspan="1"><p data-id="21250f59-92cf-4094-b477-a7d4c81c8e3e">Contact opened and read the message</p></td></tr><tr><td colspan="1" rowspan="1"><p data-id="44e595c5-9d94-41c3-bddc-6abf45c20efc"><strong>Error</strong></p></td><td colspan="1" rowspan="1"><p data-id="9144ef2d-75f3-4aa2-b102-beb3fa1c38c8">Delivery failed (see error reason for details)</p></td></tr><tr><td colspan="1" rowspan="1"><p data-id="a2c7f64d-2405-43dd-bbfc-535e93b429ab"><strong>Skipped</strong></p></td><td colspan="1" rowspan="1"><p data-id="5741d00f-f128-4861-aadc-17f4330a5c8d">Contact did not meet the criteria (e.g., no WhatsApp number, DND enabled)</p></td></tr></tbody></table>

### SMS Fallback

If a WhatsApp message fails to deliver (e.g., the contact's account is inactive or the template is rejected), the system can **automatically send an SMS** instead. You will only be billed for whichever channel successfully delivers the message.

> ⚠ **Messaging Rate Limit:** Bulk messages are sent at a rate of up to **1,000 messages per hour**, subject to your Meta tier limits.

* * *

## 10\. Workflow Automation with WhatsApp

You can fully automate WhatsApp messaging using **Workflows** inside Aesthetix CRM.

### Setting Up a WhatsApp Workflow

**Trigger Examples:**

-   Contact Created
    
-   Form Submitted
    
-   Appointment Booked / Missed
    
-   Customer Replied (WhatsApp channel)
    
-   Tag Added
    
-   Click-to-WhatsApp Ad interaction
    

**Step-by-Step:**

1.  Go to **Automations → Workflows → Create Workflow**
    
2.  Select **Start from Scratch**
    
3.  Click **Add New Trigger** and choose your trigger (e.g., "Customer Replied")
    
4.  Add a filter: **Reply Channel → WhatsApp** to limit the trigger to WhatsApp only
    
5.  Click **+** to add an action → search for and select **WhatsApp**
    
6.  From the dropdown, **select your sending phone number**
    
7.  Choose your message type:
    
    -   **None – Free-form text** (only available within 24-hour window)
        
    -   **WhatsApp Template** (for outreach or outside 24-hour window)
        
8.  Optionally, enable **Smart Branching** to handle different outcomes:
    
    -   **Flow Completed** — fires when a contact finishes a WhatsApp Flow
        
    -   Use additional branches for button responses or no-reply scenarios
        
9.  Click **Save Action → Publish → Save**
    

### Wait for Reply

You can add a **"Wait for WhatsApp Reply"** step to pause the workflow until the contact responds — enabling natural, conversational automation sequences.

### Do Not Disturb in Workflows

Add a **DND action** to stop sending messages if a contact replies with "STOP" or a similar opt-out keyword. You can configure DND to apply to **WhatsApp only** or **all channels**.

* * *

## 11\. WhatsApp Flows (Interactive Experiences)

WhatsApp Flows are **interactive, in-chat experiences** that let contacts complete tasks — like booking an appointment or submitting their details — without ever leaving WhatsApp.

### What You Can Build with Flows

-   Appointment booking (linked directly to your Aesthetix CRM calendar)
    
-   Lead capture forms
    
-   Customer feedback surveys
    
-   Qualification questionnaires
    

### Creating a Flow

1.  Go to **Settings → WhatsApp → Flows Tab**
    
2.  Click **\+ Create Flow**
    
3.  **Step 1 – Name & Calendar:** Enter a Flow Name and (if booking-related) select a Calendar
    
4.  **Step 2 – Fields:** Review the fields the flow will collect (First Name, Last Name, Email, etc.). A live preview shows the contact's view
    
5.  **Step 3 – Template:** Create the message template that will contain the button to launch the flow (this template must also be approved by Meta)
    
6.  Submit and wait for Meta approval
    

Once approved, the Flow can be triggered via a Workflow action or sent manually in a conversation.

* * *

## 12\. Contact Management & Smart Lists

### Filtering WhatsApp Contacts

In the **Contacts** section, you can filter your contact list to find everyone with a WhatsApp number, or segment by engagement history, tags, lead status, and more.

### Smart Lists

Create saved **Smart Lists** that automatically update based on your filter criteria. Use these to:

-   Target specific segments for bulk campaigns
    
-   Trigger workflows based on list membership
    
-   Monitor a group of contacts over time
    

**Example Smart Lists:**

-   All contacts with a WhatsApp number in a specific city
    
-   Leads who haven't replied in 7+ days
    
-   Contacts tagged as "Hot Lead" with no appointment booked
    

### WhatsApp Contact Status

In conversations, you can see at a glance whether a contact has an active 24-hour window open, making it easy to know when to use free-form text vs. a template.

* * *

## 13\. Messaging Limits & Quality Rating

Meta enforces messaging limits on all WhatsApp Business accounts. Understanding these limits helps you avoid delivery failures and protect your account standing.

### Messaging Tiers

Tier Business-Initiated Conversations per 24 Hours

<table data-id="e003c838-b069-481d-bfc5-13f6481db55c" style="min-width: 50px;"><colgroup><col style="min-width: 25px;"><col style="min-width: 25px;"></colgroup><tbody><tr><td colspan="1" rowspan="1"><p data-id="b7b0ead4-24c5-4674-84c0-f608b5351c15"><strong>Tier 1</strong></p></td><td colspan="1" rowspan="1"><p data-id="13f9dc87-de1d-4bed-bb2c-3ba1d95f6a6a">1,000</p></td></tr><tr><td colspan="1" rowspan="1"><p data-id="3ba65415-b95a-4fa1-a6cf-507254a39422"><strong>Tier 2</strong></p></td><td colspan="1" rowspan="1"><p data-id="f13a0286-513b-4859-bf7c-15f906129149">10,000</p></td></tr><tr><td colspan="1" rowspan="1"><p data-id="0f014665-79e1-4322-baaa-cd7d7403a8b8"><strong>Tier 3</strong></p></td><td colspan="1" rowspan="1"><p data-id="83ce6083-9c3c-415a-8b46-9dd042cb1286">100,000</p></td></tr><tr><td colspan="1" rowspan="1"><p data-id="20d13c74-2192-4a32-a79d-382000755f4f"><strong>Tier 4</strong></p></td><td colspan="1" rowspan="1"><p data-id="88b1756f-7585-46d0-99be-d9f591a976cd">Unlimited</p></td></tr></tbody></table>

**How to move up tiers:**

-   Initiate conversations with at least **500 unique customers** over a rolling 7-day period to increase from Tier 1 to Tier 2
    
-   Continue scaling from there as your volume grows
    
-   Aesthetix CRM will display a warning if you attempt to send a bulk campaign that exceeds your current tier limit
    

### Quality Rating

Your **Quality Rating** is based on how contacts interact with your messages over the past 7 days. Negative signals (blocks, reports, low engagement) lower your rating and can reduce your messaging tier.

**To maintain a high quality rating:**

-   Only message contacts who have **opted in** to receive WhatsApp messages
    
-   Personalize your messages and avoid generic blasts
    
-   Do not message contacts too frequently
    
-   Honor opt-out requests immediately
    

### Per-User Limits (from March 2025)

Meta now tracks how individual users engage with your marketing templates. If a specific user is not engaging, you will be allowed to send them fewer messages over time. This is separate from your overall account tier limit.

**Error Codes to Know:**

-   `131049` — Marketing message limit reached for this specific user
    
-   `131050` — This user has opted out of marketing messages
    

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## 14\. Pricing & Billing

### Base Subscription

WhatsApp is available as an add-on inside Aesthetix CRM for **$29/month per account**. This fee covers:

-   Connection to Meta's WhatsApp Business API
    
-   API hosting and management
    
-   Access to templates, flows, and automation features
    
-   Inbound messaging (free)
    

### Message Charges (Effective July 1, 2025)

As of July 1, 2025, Meta switched to **per-message pricing** (previously per-conversation). You are now charged for each individual template message sent, rather than for an entire conversation session.

Message Type Cost

<table style="min-width: 50px;"><colgroup><col style="min-width: 25px;"><col style="min-width: 25px;"></colgroup><tbody><tr><th colspan="1" rowspan="1"><p><strong><strong>Inbound messages</strong></strong></p></th><th colspan="1" rowspan="1"><p><strong><strong>Free</strong></strong></p></th></tr><tr><td colspan="1" rowspan="1"><p><strong>Free-form messages (within 24-hr window)</strong></p></td><td colspan="1" rowspan="1"><p>Free for the first 1,000 per number each month, then charged per message</p></td></tr><tr><td colspan="1" rowspan="1"><p><strong>Utility templates (within 24-hr service window)</strong></p></td><td colspan="1" rowspan="1"><p>Charged per message as of October 1, 2026</p></td></tr><tr><td colspan="1" rowspan="1"><p><strong>Marketing templates</strong></p></td><td colspan="1" rowspan="1"><p>Charged per message (rate varies by country)</p></td></tr><tr><td colspan="1" rowspan="1"><p><strong>Utility templates (outside service window)</strong></p></td><td colspan="1" rowspan="1"><p>Charged per message</p></td></tr></tbody></table>

> 💡 **Tip:** Wherever possible, respond within the 24-hour window using free-form messages to minimize costs. Use templates only when initiating contact or re-engaging after the window has closed.

### What Changed on October 1, 2026

-   Free-form replies (service messages) are free for the first **1,000 per phone number each month**, then billed per message. The allowance resets monthly.
    
-   Utility templates sent **inside** an open 24-hour window are now billed per message. They used to be free.
    
-   Incoming messages from patients are still free, and Click to WhatsApp ad conversations are still free for 72 hours.
    
-   Rates changed in several markets, and nine countries moved to their own dedicated rates.
    

Current rates for every message type and country are on the [WhatsApp pricing page](https://aesthetixcrm.com/whatsapp-pricing/).

### Charges Deducted From

Message charges are deducted from your **Aesthetix CRM wallet balance**. Ensure your wallet is funded to avoid message delivery interruptions.

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## 15\. Do Not Disturb (DND)

**Do Not Disturb (DND)** prevents messages from being sent to contacts who have opted out.

### Setting Up DND in Workflows

1.  In any Workflow, add a **Set Contact DND** action
    
2.  Choose to apply DND to:
    
    -   **WhatsApp only** — blocks future WhatsApp messages while allowing other channels
        
    -   **All channels** — blocks SMS, email, and WhatsApp
        
3.  Trigger this action based on a contact replying with "STOP," "Unsubscribe," or a similar keyword
    

### Checking DND Status

In a contact's profile, you can see and manually toggle their DND status per channel. Always respect DND settings to maintain compliance with WhatsApp's policies and protect your quality rating.

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## 16\. Troubleshooting & Common Errors

Issue Likely Cause Solution

<table data-id="e06d19e7-6ae6-4e38-9737-9d8760f73ae4" style="min-width: 75px;"><colgroup><col style="min-width: 25px;"><col style="min-width: 25px;"><col style="min-width: 25px;"></colgroup><tbody><tr><td colspan="1" rowspan="1"><p data-id="9749b66c-e0dd-4510-92ef-b0b731a5ce52">"WhatsApp tab not visible"</p></td><td colspan="1" rowspan="1"><p data-id="6e95c501-c343-4c68-a49d-c5c824743589">WhatsApp not yet activated for your account</p></td><td colspan="1" rowspan="1"><p data-id="1ce9cc09-a531-40c4-a5c8-5b2c415d9df4">Go to Settings → WhatsApp and subscribe</p></td></tr><tr><td colspan="1" rowspan="1"><p data-id="a98dc604-d175-4f23-9d99-4bc787602e0c">Template stuck in "Pending"</p></td><td colspan="1" rowspan="1"><p data-id="0f2a5305-d82a-420f-8ca1-80ca977afda6">Meta review in progress</p></td><td colspan="1" rowspan="1"><p data-id="853d730f-9531-4ca1-be7b-bb6943491406">Wait 24–48 hours; check for policy issues</p></td></tr><tr><td colspan="1" rowspan="1"><p data-id="2a2c2360-ecad-4796-954c-64270cfda2ec">Template "Rejected"</p></td><td colspan="1" rowspan="1"><p data-id="69582438-b98c-4b57-9d05-55cb6adcdbfa">Message violates Meta content policies</p></td><td colspan="1" rowspan="1"><p data-id="489d7c54-7cb7-4e69-a0b1-1beb925a9041">Edit and resubmit; use the AI Template Rewriter</p></td></tr><tr><td colspan="1" rowspan="1"><p data-id="25b91056-c2f8-4c6f-9313-1c5a372f1bae">Messages not delivering</p></td><td colspan="1" rowspan="1"><p data-id="6a9b882a-7f57-4363-8674-13f7b68bf73e">Contact's number is not on WhatsApp</p></td><td colspan="1" rowspan="1"><p data-id="034d0152-6cf8-4424-8f9e-27c1aca2cda4">Verify the contact has an active WhatsApp account</p></td></tr><tr><td colspan="1" rowspan="1"><p data-id="54b5003b-4d5f-4b30-a5f7-7cbd1205ea16">Error code 131049</p></td><td colspan="1" rowspan="1"><p data-id="d08efe4d-ea6b-4353-be46-9d7a5516e4ac">Per-user marketing limit reached</p></td><td colspan="1" rowspan="1"><p data-id="1e1ff97b-39fc-4daa-a813-91536b65d8b5">Wait and retry later; reduce marketing message frequency</p></td></tr><tr><td colspan="1" rowspan="1"><p data-id="8cc0cb55-d342-4b3e-a394-0a20c950a335">Error code 131050</p></td><td colspan="1" rowspan="1"><p data-id="003dfa03-1e55-4053-961b-193a3f380539">Contact opted out of marketing messages</p></td><td colspan="1" rowspan="1"><p data-id="1d6b8819-4197-4e61-b123-ea5d8bb85e65">Remove from marketing campaigns; respect opt-out</p></td></tr><tr><td colspan="1" rowspan="1"><p data-id="018ca3c7-fd69-49a3-bbb8-d2e677ebbb0d">Bulk action warning on contact count</p></td><td colspan="1" rowspan="1"><p data-id="fbc20028-339a-450d-b4d9-003717155b80">Exceeds your current 24-hr messaging tier</p></td><td colspan="1" rowspan="1"><p data-id="59324524-f999-48b9-88e3-a5c356234e8e">Reduce the audience size or wait for tier reset</p></td></tr><tr><td colspan="1" rowspan="1"><p data-id="32bde81e-2f7e-4c74-930a-e91744f8a5a4">"WABA already connected to another location"</p></td><td colspan="1" rowspan="1"><p data-id="361d2e29-0c51-48f0-80e5-2b7510ce1136">Number is linked to a different CRM location</p></td><td colspan="1" rowspan="1"><p data-id="7bba90e7-a449-42c4-bf45-fe6bb0e90bb0">Disconnect from the original location first, then reconnect</p></td></tr><tr><td colspan="1" rowspan="1"><p data-id="b3c97c3f-ee48-41e2-b3de-57b4bcb98ff3">Template not showing in Bulk Actions</p></td><td colspan="1" rowspan="1"><p data-id="6dadff4e-5bc0-4e3c-bb62-a0c13c4ff2b7">Template not yet approved by Meta</p></td><td colspan="1" rowspan="1"><p data-id="ba0b85fe-a084-4f96-bec7-ae313918a9e3">Wait for approval or use a different approved template</p></td></tr></tbody></table>

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## 17\. Best Practices

Follow these guidelines to get the best results from WhatsApp inside Aesthetix CRM:

✅ **Always get opt-in consent** Only message contacts who have explicitly agreed to receive WhatsApp communications from your business. This is both a policy requirement and critical for maintaining your quality rating.

✅ **Personalize your messages** Use template variables (like `{{first_name}}`) to address contacts by name. Personalized messages have significantly higher engagement rates.

✅ **Respond within the 24-hour window** Whenever possible, reply to inbound messages promptly and use free-form text — it's free and feels more natural to the contact.

✅ **Use Utility templates over Marketing templates** Utility templates (appointment reminders, confirmations, updates) have higher approval rates, lower costs, and are not subject to the US marketing restriction.

✅ **Monitor your Quality Rating regularly** Check your account health in **Settings → WhatsApp** and in your Meta WhatsApp Manager dashboard. Address dips in quality before they impact your messaging tier.

✅ **Use Smart Lists for targeted campaigns** Avoid blasting your entire contact list. Segment your audience and send relevant messages to the right people at the right time.

✅ **Set up SMS Fallback for bulk campaigns** Enable the SMS fallback option on all bulk campaigns to ensure message delivery even when WhatsApp fails.

✅ **Build Flows for high-value interactions** Use WhatsApp Flows for appointment booking and lead capture to provide a seamless, professional experience that keeps contacts in the conversation.

✅ **Honor opt-outs immediately** Use the DND workflow action to instantly stop messaging contacts who opt out. Ignoring opt-outs will lower your quality rating and may result in your account being flagged.

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## Need Help?

If you run into any issues not covered in this guide, our support team is here to help.

📧 **Submit a Support Ticket** — Available inside your Aesthetix CRM account  
💬 **Live Chat** — Click the chat icon in the bottom-right corner of your dashboard

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_Last updated: March 2026 | Aesthetix CRM_