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WhatsApp Integration API

The WhatsApp Integration API provides comprehensive WhatsApp Business messaging capabilities for hotel guest communication through seamless platform integration, enabling rich multimedia conversations and automated messaging workflows.

Overview​

The WhatsApp Integration API enables:

  • Message Management - Send, receive, and track WhatsApp messages with full conversation history
  • Template Management - Manage and deploy WhatsApp Business approved templates
  • Rich Media Handling - Send and receive images, documents, voice messages, and location data
  • Conversation Flow Management - Handle conversation states, automated responses, and workflow triggers
  • Real-time Webhook Integration - Instant message status updates and event notifications
  • Multi-language Support - Localized templates and messaging in multiple languages

Key Features​

Comprehensive Messaging Platform​

  • Text messaging with emoji and formatting support
  • Rich media messaging (images, documents, audio, video)
  • Interactive messages with buttons and quick replies
  • Location sharing and contact information exchange
  • Group messaging capabilities for team coordination

Advanced Template System​

  • Pre-approved WhatsApp Business templates
  • Dynamic parameter substitution
  • Multi-language template support
  • Template performance analytics
  • Custom template creation and approval workflow

Real-time Communication​

  • Instant message delivery and read receipts
  • Real-time conversation status updates
  • Automated response triggers
  • Smart routing to appropriate staff members
  • Integration with hotel PMS for contextual messaging

Business Compliance​

  • WhatsApp Business API compliance
  • 24-hour messaging window management
  • Opt-in/opt-out handling
  • Message archiving and compliance reporting
  • GDPR-compliant data handling

WhatsApp Business Integration​

Platform Integration​

Built on enterprise-grade WhatsApp Business API with integration to:

  • Gallabox Platform - Primary WhatsApp Business API provider
  • Meta Business Platform - Direct WhatsApp Business API integration
  • Third-party Providers - Support for multiple WhatsApp Business API providers

Message Window Management​

WhatsApp enforces a 24-hour messaging window for free-form messages:

  • Template Messages - Can be sent anytime to initiate conversations
  • Free-form Messages - Only allowed within 24 hours of guest's last message
  • Conversation Context - Automatic window tracking and management
  • Smart Fallbacks - Automatic template suggestions when window expires

Template Management​

Pre-approved Templates​

Common hotel industry templates available out-of-the-box:

Guest Journey Templates​

  • Welcome & Check-in - Personalized welcome messages with arrival details
  • Room Ready Notifications - Early check-in availability alerts
  • Check-out Reminders - Automated departure process information
  • Post-stay Follow-up - Feedback requests and satisfaction surveys

Service Templates​

  • Service Confirmations - Booking confirmations for spa, restaurant, tours
  • Request Acknowledgments - Housekeeping, maintenance, concierge requests
  • Delivery Notifications - Room service, amenity delivery updates
  • Emergency Communications - Safety alerts and urgent notifications

Marketing Templates​

  • Promotional Offers - Personalized upselling opportunities
  • Event Invitations - Hotel events and activity announcements
  • Seasonal Campaigns - Holiday greetings and special offers
  • Loyalty Program - Points updates and exclusive member benefits

Dynamic Content​

Templates support dynamic parameter substitution:

Hello {{guest_name}}, welcome to {{hotel_name}}! 
Your room {{room_number}} is ready for check-in at {{checkin_time}}.

Media and Rich Content​

Supported Media Types​

  • Images - JPEG, PNG up to 5MB per image
  • Documents - PDF, DOC, XLS up to 100MB per document
  • Audio - MP3, WAV up to 16MB per audio file
  • Video - MP4, 3GP up to 16MB per video file
  • Contacts - vCard format for easy contact sharing
  • Location - GPS coordinates and venue information

Interactive Elements​

  • Quick Reply Buttons - Up to 3 quick response options
  • Call-to-Action Buttons - Phone calls and website links
  • List Messages - Structured menus with multiple options
  • Flow Messages - Multi-step interactive experiences

Conversation Management​

Conversation States​

  • Initiated - Template message sent, awaiting guest response
  • Active - Within 24-hour window, free-form messaging allowed
  • Expired - Window closed, template-only messaging
  • Closed - Conversation marked as completed
  • Archived - Historical conversation storage

Automated Workflows​

  • Auto-responders - Instant acknowledgment of guest messages
  • Smart Routing - Direct messages to appropriate staff departments
  • Escalation Triggers - Automatic escalation for urgent requests
  • Follow-up Sequences - Automated post-service satisfaction checks

Context Management​

Each conversation maintains full context including:

  • Guest profile and booking information
  • Previous conversation history
  • Current requests and service status
  • Staff assignments and response times
  • Guest preferences and special requirements

Webhook and Real-time Updates​

Webhook Events​

Real-time notifications for all message events:

  • Message Sent - Confirmation of outbound message dispatch
  • Message Delivered - Successful delivery to guest device
  • Message Read - Guest has viewed the message
  • Message Failed - Delivery failure with error details
  • Inbound Message - New messages from guests
  • Media Received - Files, images, or documents from guests
  • Status Updates - Conversation state changes

Event Processing​

  • Real-time Processing - Instant webhook delivery
  • Retry Mechanisms - Automatic retry for failed webhook deliveries
  • Event Filtering - Configurable event subscriptions
  • Batch Processing - Efficient handling of high-volume events

Integration Capabilities​

Hotel PMS Integration​

  • Guest Data Sync - Automatic guest information retrieval
  • Booking Context - Access to reservation details during conversations
  • Service Integration - Direct integration with hotel service systems
  • Billing Integration - Charge posting for paid services requested via WhatsApp

Staff Management Integration​

  • Role-based Routing - Messages routed based on staff roles and availability
  • Workload Distribution - Balanced assignment of guest conversations
  • Performance Tracking - Response time and satisfaction metrics
  • Escalation Workflows - Automatic escalation for unresolved requests

Third-party Services​

  • Translation Services - Multi-language support for international guests
  • AI Chat Assistance - Automated responses for common inquiries
  • CRM Integration - Guest interaction history and preferences
  • Marketing Platforms - Promotional campaign management and analytics