Skip to main content

WhatsApp Chatbot

Sofia Gorgone avatar
Written by Sofia Gorgone
Updated over a week ago

How to Create a WhatsApp Chatbot with Voxloud

Prerequisites

Before getting started, make sure you have:

  • An active phone number (including a Voxloud landline)

  • A legally registered company

  • An active website with a valid privacy policy

  • A use case that complies with WhatsApp and Meta Commerce policies

  • A valid payment method (credit/debit card for conversation costs on Meta)

Step 1: Create Your WhatsApp Chatbot

  1. Log in to the Voxloud Control Panel and select Chat from the left menu.

  2. Click Create New Bot at the top.

3. Select a use case from the suggested options.

4. Click WhatsApp Chatbot.

5. Fill in your company details and click Create WhatsApp Bot.

6. Check all the required boxes and click Proceed.

7. Click Continue with Facebook.

Note: If a pop-up window is blocked, allow pop-ups from your browser.

Step 2: Link Your Facebook Account

  1. Click Continue as [Name].

2. Click Get Started to proceed.

3. Verify that your business information is correct, then click Next.

4. Confirm the creation of your WhatsApp Business profile.

5. Enter the required information (Name of the WhatsApp Business Account, Category, etc) then click Next.

6. Add the phone number to be linked

7. Enter the code received via phone call and click Next.

8. Complete the process by clicking Continue

9. After verifying the information, click Finish.

Your WhatsApp Chatbot is now active and approved by Meta!

Step 3: Add a Payment Method

  1. Go to Meta WhatsApp Manager.

  2. Click Add Payment Method.

  3. Select your country and time zone, then click Next.

  4. Select an existing payment method or add a new cart

  5. Enter the card details and click Save

6. Complete the card verification as required by your bank

The payment method has been successfully added! Now click Finish and configure the Chatflow of your WhatsApp Chatbot.

Step 4: Map Chatbot Users

To assign PBX users to Voxloud Chat:

  • Follow this user mapping guide.

Step 5: Verify a Voxloud Landline Number

To verify a Voxloud landline number with WhatsApp:

  1. Create a temporary scheduled rule in Voxloud (valid for 1 day) to receive the automated call from WhatsApp.

  2. Set the schedule so that the call goes directly to the selected extension, with no other rules active.

  3. Return to the procedure and enter the received code to complete the verification.

WhatsApp Business Rules and Limitations

To ensure the correct use of WhatsApp Business, it is important to understand its rules, limitations, and best practices.

The 24-Hour Rule

Each time a customer sends a message to your WhatsApp Business number connected to the API, a 24-hour session window opens during which you can freely exchange messages.

After 24 hours without a reply from the customer, the session closes, and you will no longer be able to send messages freely—unless you use an approved message template.

Types of WhatsApp Sessions

There are two ways a conversation can be initiated:

INBOUND (started by the customer)

  • The customer sends you a message first.

  • No restrictions: you can freely reply within 24 hours.

  • WhatsApp automatically opens the session.

OUTBOUND (started by the business)

  • You initiate the conversation by sending a message to the customer.

  • Requires a pre-approved message template.

  • You must wait for the customer’s reply to open the session and continue messaging.

Note: WhatsApp limits outbound messages to protect users from spam.

Inbound Sessions

  • No restrictions, as long as you reply within the 24-hour window.

Outbound Conversation Rules

To send messages outside the 24-hour window:

  • Use Templates: they are mandatory to initiate new conversations.

  • Wait for the reply: once the customer responds, a new 24-hour session opens.

This mechanism ensures that the customer has explicitly consented to communicate with your business.

Why are there no limits in the app?

In the mobile app, you can send messages freely because sending is manual.
With the API, you can send hundreds of messages in seconds, so WhatsApp enforces rules to prevent spam.

How many outbound messages can I send?

This depends on the quality rating of your number, which is assigned by Meta.

How Does the Quality Rating Work?

  • It is based on customer feedback received over the last 7 days.

  • The rating decreases if your number is blocked or reported as spam.

  • Common reasons for blocking include: “Not needed”, “Spam”, “Offensive content”, etc.

  • You can monitor your quality rating directly in your Meta WhatsApp Manager.

How to Start Safely

When activating a new WhatsApp Business number:

  • Warm up the number gradually.

  • Limit initial OUTBOUND communications to a maximum of 50 messages per day.

  • Constantly monitor the quality rating.

  • Keep block/report rates low to remain in Green status and gradually increase volumes.

There are no limits for inbound conversations.

WhatsApp templates and Broadcast Campaigns.

WhatsApp Templates are pre-approved messages by Meta, required to initiate outbound conversations (those started by you with the customer).

When to Use a Template?

  • To start a new OUTBOUND conversation

  • When the customer has not written in the last 24 hours

Types of Templates

  • Utility: order confirmations, appointment reminders, shipping notifications

  • Marketing: promotions, events, product launches

  • Authentication: sending OTP codes for secure logins

Examples of Use

  • Utility: “Appointment confirmed for Monday at 10:00 AM.”

  • Marketing: “Check out our exclusive promotion!”

  • Authentication: “Your verification code is 456789.”

How to Create a WhatsApp Template

Step 1: Access the Template Section

  1. Log in to the Voxloud Chat Control Panel and select the desired bot.

  2. Go to WhatsApp Automation.

Step 2: Select a Template

  1. Click Templates.

  2. Select Redirect to Template to open the dedicated page.

Step 3: Create a New Template

  1. Click Create Template.

  2. Fill in the required details:

    • Template Name

    • Category (Utility, Marketing, Authentication)

    • Type and Language

Step 4: Write the message filling the body field

  • Write the message.

  • Add variables (e.g., name, date) to personalize the content.

  1. Select the Buttons area

  2. Enter the text in the Buttons Text field

  3. Click “Submit for approval” to send the template to Meta.

Wait for approval: Meta will review and approve your Template.
Once approved, it will be available directly in the Voxloud Chat Inbox.

How to send an approved Template

  • Open a chat in the Voxloud Chat Inbox

  • Click on “Select Template”

  • Choose the desired Template

  • Customize the variables with the customer’s data

  • Click “Send” to deliver the message

How to create a WhatsApp Broadcast Campaign with Voxloud


With the Voxloud Chat Module, you can send a single WhatsApp message to a group of contacts in a simple and automated way.

Broadcast campaigns via WhatsApp allow you to send one single message to an entire group of contacts.

Initial setup

  • Log in to the Voxloud Control Panel and select the WhatsApp Bot you want to use to send the campaign.

  • Go to “WhatsApp Automation.”

  • Click on “Create New Broadcast” and assign a name to the campaign.

Select the Template to send

  • Choose a WhatsApp Template already approved by Meta.

  • If you don’t have one yet, follow this guide to create it.

Choose the audience

You have two options to select the recipients:

Existing contact groups

  • Groups are generated from conversations that have already taken place on WhatsApp

  • You can filter contacts by:

    • Conversation status

    • Assignment to a user

    • Specific tags

CSV Import

If you choose to use the import of a CSV file, it is recommended to first download the CSV template by clicking on the link that appears in the import window.

Make sure the file contains only the required columns:

  • Name, Email, Phone Dial Code, Phone Number (mandatory)

  • Status, Custom Attributes, Tag (optional)

Warning: the file must strictly follow the exact format of the template in order to be accepted.

Send now or schedule the sending

  • NOW: send immediately.

  • LATER: schedule the sending by choosing date and time.

Once the setup is complete, click “Create Broadcast”, then “Broadcast to N. contacts.”

Manage existing campaigns

After sending, your campaign will appear in the list of active Broadcast campaigns, where you can monitor its status and results.

Go to the next Article

or if you prefer

Go to the previous article

Did this answer your question?