Clear, personal communication is essential for repair and rental businesses to thrive, and WhatsApp makes this easier than ever. With 2.96 billion users globally by June 2024 and over 51 million downloads in January alone, it’s a platform your customers are already using. In the U.S. alone, it was downloaded over 5 million times in the second quarter of 2024. WhatsApp is one of the few apps with over five billion downloads worldwide across Android and iOS, showing its global dominance.
Hubtiger’s new WhatsApp integration allows you to harness this platform’s potential, giving you a more personal and flexible way to connect with your customers. In this blog, we share key benefits of using WhatsApp, guide you through how to set up the integration, and share essential information you need to know about using WhatsApp for your business.
Table of Contents
The Power of WhatsApp: Key Statistics You Need to Know
WhatsApp has transformed business communication with impressive results. Here’s why it’s a valuable tool for engaging customers:
- Businesses using WhatsApp Business have seen up to 34 times greater return on investment (ROI).
- By using WhatsApp for customer support, companies report a 33% drop in call volumes.
- Customer satisfaction has risen by 50% when businesses engage through WhatsApp.
- Messages sent through WhatsApp’s Business API are opened 98% of the time.
- Approximately 80% of WhatsApp messages are read within five minutes of being received.
- WhatsApp is available in 180 countries and supports over 40 languages, making it a global communication powerhouse.
- Users spend an average of 19.4 hours per month on WhatsApp, equating to about 38 minutes each day.
- 66% of customers have completed transactions after chatting with brands on WhatsApp, with 69% of users being more inclined to do business with a brand that uses the platform for communication.
5 Benefits of Using Hubtiger’s Integration with WhatsApp
WhatsApp integration with Hubtiger brings several benefits that can significantly improve how you manage customer communication:
1. Cost-effective Communication
WhatsApp is a more affordable option than traditional SMS. By integrating WhatsApp with Hubtiger, you can reduce messaging costs while maintaining high-quality communication with your customers. This is especially beneficial for businesses that need to send frequent updates, reminders, or promotional messages.
2. Easy Location Sharing
One of WhatsApp’s standout features is the ability to share your shop’s location directly with customers. This ensures they can easily find your store or service location with just a tap, improving customer convenience and reducing the number of missed appointments due to location confusion.
3. No Character Limits
Unlike SMS, WhatsApp allows you to send detailed messages without worrying about character limits. This means you can provide your customers with all the information they need in one message, making communication clearer and more effective.
4. Enhanced Personalisation
WhatsApp allows you to personalise your messages more effectively. You can use customer names, mention specific services, or refer to past interactions, making each message more relevant and engaging. This level of personalisation helps build stronger relationships with your customers.
5. Real-Time Engagement
With customers spending so much time on their phones, it’s essential for businesses to tap into effective communication channels. WhatsApp, as one of the largest messaging apps in the world, offers a dynamic platform for real-time engagement. This allows your business to interact directly with customers in a way that feels as natural as chatting with a friend, enhancing satisfaction and building stronger, more loyal relationships.
WhatsApp Integration with Hubtiger: Step-by-Step Guide
Integrating WhatsApp with Hubtiger is simple if you follow the steps below. If you prefer, you can also watch the video tutorial here:
Step 1: Use an Existing Number or Purchase a New Sim Card
Option 1: Using an Existing Number
You can use an existing number linked to your WhatsApp Business Platform on Meta, as long as it’s not already integrated with another platform. This number must be connected to your WhatsApp Business Profile on Meta and cannot be set up through just the WhatsApp Business app. For more details on why this is important, please read the linked article on the differences between WhatsApp Business Platform and The WhatsApp Business App.
If this number is already being used with another tool, such as a Customer Relationship Management (CRM) system, you won’t be able to use it for the Hubtiger integration. In that case, you’ll need to choose option 2, which involves purchasing a new SIM card to get a fresh number for this integration.
Option 2: Buy a New Sim Card or eSIM
You can choose to purchase a physical SIM card or an eSIM if your phone supports it. Ensure the SIM or eSIM has both calling and messaging capabilities, as you’ll need to receive an authentication code via SMS or phone call during the setup process.
Step 2: Insert the SIM Card Into a Phone
How to do it:
Insert the SIM card connected to the number you would like to use into a mobile phone. You’ll only need this during the setup phase to receive the authentication code. Once the setup is complete, you can remove the SIM card.
Why it's necessary:
For the initial integration process, the SIM card needs to be inserted into a mobile phone to receive an authentication code. This is a security measure set by Meta to verify the ownership of the number being linked.
Step 3: Upgrade Your Hubtiger Plan
How to do it:
Log in to your Hubtiger dashboard and navigate to Settings > General > Manage Subscription or click here to update your plan. Once on the Manage Subscription page, scroll down to the Add-ons section. Find and select the WhatsApp option to add it to your plan.
You’ll be charged a pro-rata amount for the WhatsApp add-on, but it won’t be billed immediately. Instead, the cost will be added to your next invoice. Going forward, the $10 (or equivalent in your currency) for WhatsApp will be added to your normal Hubtiger subscription and billed together each month.
Why it's necessary:
Hubtiger’s WhatsApp integration comes with a small monthly subscription, giving you access to powerful messaging tools that streamline customer communication. By integrating WhatsApp directly with Hubtiger, you can enhance your customer interactions, improve response times, and provide a more personalised service, all from one platform.
Step 4: Access the Integration Page
How to do it:
Go to Settings > Messaging > WhatsApp Integration on your Hubtiger dashboard. From this section, click the ‘Login with Facebook’ button. Ensure any pop-up blockers are disabled in your browser, as the integration will open additional windows that require your input.
Why it's necessary:
The integration page is where you’ll begin linking Hubtiger with your WhatsApp Business account through Facebook. This page provides access to the necessary tools and permissions to connect the two platforms seamlessly.
Step 5: Log in to Facebook
How to do it:
Click the ‘Login with Facebook’ button and enter your Facebook credentials. Make sure you use the login details of an account with administrative rights over your Facebook Business Account. If you don’t yet have a Facebook Business Account, you’ll be prompted to create one during this step.
When you create a Facebook Business Account, it will be linked to the admin’s personal Facebook profile. Meta connects the business account through this profile. If needed, you can easily add more admins or users later by logging into Facebook and updating your account settings.
Why it's necessary:
WhatsApp Business integrations are managed through your Facebook Business Account. Logging into Facebook verifies that you have the correct permissions to manage WhatsApp for your business.
Step 6: Approve the Connection
How to do it:
Depending on the security settings on your Facebook account, you may be prompted to authenticate the connection via two-factor authentication (2FA). You can receive a 6-digit verification code via SMS or through an app like Authy. Enter the code when prompted to approve the connection. If you don’t have 2FA enabled, the connection will proceed automatically.
Why it's necessary:
If you have two-factor authentication enabled on your personal Facebook account, Meta will require this verification step when connecting third-party platforms like Hubtiger and WhatsApp. This ensures that only authorised users can link their accounts, adding an extra layer of security.
Step 7: Confirm Your Business' Information
How to do it:
After logging in, your business information should auto-fill from your Facebook Business Account. Take a moment to double-check that all information is correct. If something is missing or incorrect, you can edit it at this stage.
If you don’t have a Facebook Business Account yet, you can easily create one during the WhatsApp integration by clicking ‘Create Account.’ There’s no need to leave the setup wizard, as everything can be completed within the process, making the integration smooth and simple.
Why it's necessary:
Confirming your business information ensures that the correct information is displayed to your customers when they receive WhatsApp messages. This not only builds trust but also helps create a professional impression. Verifying this information guarantees smooth integration with WhatsApp, allowing for more efficient customer communication.
Step 8: Adding Your WhatsApp Business Account and Chosen Number
Adding a WhatsApp Business Account and Profile
Under the dropdown menu ‘Choose a WhatsApp Business Account,’ you can either select an existing profile (linked to your Facebook Business Account) or, if none appear, choose ‘Create a New One.’
Next, under ‘Create or Select a WhatsApp Business Profile,’ you can choose an existing profile or create a new one. If you try to use a number that’s already connected to another system, it won’t work with Hubtiger. In that case, you’ll need to buy a new SIM card and use a new number for the integration.
Adding and Verifying Your Number
Now, enter chosen existing number or the one connected to your new SIM card or eSIM. Make sure the SIM card is in a mobile phone at this stage so you can receive the authentication code.
You will receive a PIN via text message or phone call, depending on what you select, to verify the number. Once you enter the PIN, you can continue onto the next step. After you are sure the setup is working, you can remove the SIM card from the phone, but remember to store it in a safe place in case it’s needed in the future.
Important Info:
If you already have two numbers connected to your Facebook Business Account, you will need to verify your account to add more numbers. Once verified, you can connect up to 25 numbers to your WhatsApp Business Account.
To verify your Facebook Business Account, refer to our guide further down in the blog. If you need to extend this limit for specific reasons, contact Meta’s direct support.
Step 9: Approve Permissions and Complete The Integration
How to do it:
Once you’ve completed all the previous steps and entered the code, you will be prompted to link your WhatsApp Business account to Hubtiger by clicking ‘Continue’. By giving us permission to access your WhatsApp for Business Account, this enables you to send messages through our platform and take advantage of WhatsApp’s advanced messaging features.
Once you click “Continue”, Meta will now take a few moments to verify all of the information you have provided during the setup in order to complete the integration.
You will now see a final screen that gives you the option to either ‘add a payment method’ or ‘finish’ the integration. Go ahead and click ‘Finish’ to complete the integration between Hubtiger and WhatsApp.
Important info:
If you chose to ‘add a payment method’ at this step, you would have been redirected to your Facebook Business Account on Meta’s website. When you return to the Hubtiger portal after adding your payment information, the page should look like the image to the right.
If you can only see the ‘Login with Facebook’ button then simply click it again (all your details will still be there and autofilled) and go through the steps until you get to the final step and select ‘Finish’ this time instead of ‘add payment method’.
WhatsApp is now ready to use on your Hubtiger account.
Step 10: Add a Payment Method to Your Facebook Business Account
How to do it:
It’s crucial to add a payment method to your Facebook Business account. If you don’t add one, your WhatsApp messages won’t be sent, and the system will send default SMSs instead.
Click this link to add a payment method to your account. This link will open a new tab and take you to the billing and payments section of your Facebook Business Account on Meta. Now add a payment method if you don’t have one already linked to your account. If you already have a linked payment method, it will appear on this page. We recommend checking the card details to ensure they are up to date.
Next, fill in your payment information, including your country/region, currency, and time zone, then click ‘Next.’ Select your preferred payment method from the options available and click ‘Next.’ Finally, enter your card details and click ‘Save.’
Important info:
Return to the tab displaying the Hubtiger platform and check that the WhatsApp integration page doesn’t still say ‘Login to Facebook’. If it does, follow the steps to login again (all of your information will be still be there and already filled in), click through the steps and on the final step click ‘Finish’.
Your WhatsApp integration is now complete, and you’re all set to customise your message templates so they can be sent via WhatsApp.
Step 11: Customise Message Templates for WhatsApp
WhatsApp templates allow you to standardise and automate your customer communication, making it easier to send personalised messages for common scenarios like appointment reminders, service updates, or rental reminders.
How to do it:
Go to Settings > Messaging > Message Templates. For each template you wish to use with WhatsApp, click the template and toggle the ‘WhatsApp Active’ button to activate WhatsApp as the communication channel. You can customise each template by adding a header (text, image, or document), personalised messages using merge tags (e.g., customer name, appointment details), footer text, location sharing, and CTA (call-to-action) buttons like ‘Approve Quote’ or ‘Reschedule Booking’’.
Important info:
Adding your location to WhatsApp Messages
In order to send a location within a message template, begin by updating your address by navigating to Settings > General > Shop Profile and add your shop’s full address, including zip codes/area codes/postal code and country. Then, navigate to Settings > Messaging > Message Templates and select a message template you would like to include your location.
In the pop-up settings window, click the toggle to turn WhatsApp on for this template, then use the dropdown menu to select the location. Your location will now be sent with this template only.
If you would like it to be sent on multiple templates, please repeat the process of editing each template so that WhatsApp is toggle on and you have selected the location in the dropdown menu.
Viewing Your Approved Message Templates
If you would like to see what the approved templates will look like when sent to your customers, you can log in to your Facebook Business Account to view all approved templates. If your account was used to set up the Facebook Business Account, Meta will also email you when a template is approved, and you can see the templates in those emails as well.
Messaging Customers
When communicating with customers, it’s important to understand how the 24-hour messaging window works. Once a customer replies to a message, a 24-hour chat window is opened, allowing you to freely exchange messages back and forth within that time frame.
- Technician Communication: Technicians can chat directly with customers from the job card screen, making it easy to manage all communications without needing to switch between platforms.
- Message Status: The technician can see if a message has been sent successfully, indicated by a double-tick. When the customer reads the message, the ticks will turn green, providing real-time updates on message delivery and receipt.
This system ensures clear and efficient communication between your team and the customer, streamlining the process and improving service response times.
Sending Images
You should add images to the attachments section on the job card and customer portal, as images can’t be sent through the WhatsApp chat on the customer portal. However, you can still send and receive WhatsApp messages in the chat.
After adding an image to the attachments, we suggest sending the customer a template message to inform them and ask for confirmation that they received it. Having them confirm they have received the image will reopen the chat for another 24 hours, allowing you to continue communicating with the customer through the portal.
Step 12: WhatsApp Template Approval
How to do it:
After customising your templates, they will automatically be sent to WhatsApp for approval. This process can take a few moments as the approvals will queue and be approved one at a time. Once the template is approved, you’ll see the WhatsApp icon next to the template in the name turn green, indicating it’s ready for use. Until it’s approved, the icon will remain red (pending approval).
To get a quick overview of all your approved or pending WhatsApp templates, navigate to Settings > Messaging > WhatsApp Integration. Here, you can see all approved or pending WhatsApp templates, and you can click on each template to make changes.
All your email and sms templates and settings will remain the same. If you have enabled WhatsApp for a template, Hubtiger will first send your message via WhatsApp. If, for some reason, the WhatsApp message doesn’t go through to your customer, our system will send the message via text message as a backup, so please ensure you have some text message credits available, just in case.
Why it's necessary:
Meta requires that all WhatsApp message templates go through an approval process to ensure they comply with WhatsApp’s policies. This prevents businesses from sending inappropriate or spammy messages to customers, thus protecting their privacy.
Having trouble setting up WhatsApp?
Book a demo with one of our team members for assistance.
Essential Information and Considerations
How Much Does WhatsApp Cost for Business Messages?
WhatsApp Business message costs depend on the type of conversation and the market (country) in which you’re sending them. Conversations are priced for 24-hour windows, meaning you can send multiple messages within that period without extra charges. Here’s a breakdown of the categories:
- Service Conversations: These occur when a customer contacts you with a question or issue. If you respond within 24 hours, it’s usually cheaper because the customer starts the conversation.
- Utility Conversations: These are messages related to transactions, like order confirmations, delivery updates, or billing reminders.
- Marketing Conversations: These include offers, promotions, product suggestions, and abandoned cart messages. Since your business initiates these, they tend to cost more.
- Authentication Conversations: These are used to send one-time passcodes for things like logging in or verifying accounts. These also have a separate cost.
Template messages are required to initiate marketing, utility, or authentication conversations. To find the exact rates, you select the market (country), currency, and conversation type on Whatsapp’s website to get an idea of the exact price for each message type.
Subscription Cost Per Number
The WhatsApp integration costs $10 per number (or the equivalent in your local currency). If you have multiple stores, each store will need its own WhatsApp number, meaning you’ll need to subscribe separately for each location.
Having a dedicated number for each store ensures clear communication with customers, avoiding confusion over jobs or rentals across locations. This setup helps streamline customer service and enhances the overall experience for both staff and customers.
You’ll be charged a pro-rata amount for the WhatsApp add-on, which will be added to your next invoice. After that, the $10 will be added to your regular monthly Hubtiger subscription and billed together for simplicity.
Meta’s Messaging Policies
Meta has specific rules that govern how businesses can interact with customers via WhatsApp to prevent spam. You can send a transactional template message to a customer within a 24-hour period. Once the customer responds, you can continue the conversation for up to 24 hours.
If the 24-hour window closes without a response from the customer, you will need to send another transactional message to reopen the communication. This ensures that your messages remain relevant and non-intrusive.
How To Verify Your Facebook Business Account
Meta requires that your Facebook Business Account be verified if you want to connect more than two numbers. To verify your account:
- Log in to your Facebook Business Manager.
- Go to Business Settings > Security Center.
- Under Business Verification, click Start Verification.
- Follow the steps to provide your business details and submit the required documentation.
- Once your account is verified, you can connect additional WhatsApp numbers as needed.
Got any questions or need help setting up WhatsApp?
Book a demo with our team for additional support