> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp overview — the complete guide to WhatsApp on HoopAI

> Everything you need to know about using WhatsApp Business API on HoopAI — unified inbox, automations, AI agents, templates, and more.

## Why WhatsApp matters

WhatsApp is the world's most popular messaging platform with over **3 billion active users** across 180+ countries. For businesses, it represents an unmatched opportunity:

* **98% open rates** — compared to 20-30% for email and 45% for SMS
* **45-60% click-through rates** on business messages
* **Preferred business channel** in Latin America, Europe, Asia Pacific, Middle East, and Africa
* **Rich media support** — images, videos, documents, buttons, and interactive lists
* **End-to-end encryption** — customers trust WhatsApp with sensitive conversations

If your customers use WhatsApp personally, they expect to reach your business there too.

## How WhatsApp works in HoopAI

HoopAI connects to WhatsApp through the **Meta WhatsApp Business API**, giving you enterprise-grade messaging capabilities directly inside your CRM.

<Tabs>
  <Tab title="Unified inbox">
    Every WhatsApp message lands in the same **Conversations** inbox alongside SMS, email, Facebook Messenger, Instagram DM, and live chat. Your team works from one screen — no app switching.
  </Tab>

  <Tab title="CRM integration">
    WhatsApp conversations are tied to **contact records**. Every message, reply, and template sent is logged on the contact's timeline. You see full context — past purchases, pipeline stage, appointment history — while chatting.
  </Tab>

  <Tab title="Automation & workflows">
    Trigger workflows from inbound WhatsApp messages. Send automated replies, appointment reminders, order confirmations, and re-engagement campaigns — all through approved templates and the 24-hour messaging window.
  </Tab>

  <Tab title="AI agents">
    Deploy **Conversation AI** on your WhatsApp channel. The AI agent can qualify leads, answer FAQs, book appointments, and hand off to a human when needed — 24/7.
  </Tab>
</Tabs>

## Quick links

<CardGroup cols={2}>
  <Card title="Connect & send messages" icon="plug" href="/conversations/whatsapp-messaging">
    Connect your WhatsApp Business number, send messages, media, voice notes, and snippets.
  </Card>

  <Card title="WhatsApp coexistence" icon="arrows-split-up-and-left" href="/conversations/whatsapp-coexistence">
    Use the same number on HoopAI and the WhatsApp Business App simultaneously.
  </Card>

  <Card title="WhatsApp pricing" icon="dollar-sign" href="/conversations/whatsapp-pricing">
    Conversation categories, regional rates, free tier, and cost optimization.
  </Card>

  <Card title="24-hour messaging window" icon="clock" href="/conversations/whatsapp-24hr-window">
    Understand the rules, strategies, and automation tips for the messaging window.
  </Card>

  <Card title="Advanced templates" icon="file-lines" href="/conversations/whatsapp-templates-advanced">
    Template approval, quality ratings, interactive buttons, and media headers.
  </Card>

  <Card title="WhatsApp automation" icon="robot" href="/conversations/whatsapp-automation">
    Workflows, AI agents, chatbot flows, drip sequences, and bulk campaigns.
  </Card>

  <Card title="WhatsApp settings" icon="gear" href="/settings/whatsapp">
    Business profile, template creation, and analytics configuration.
  </Card>

  <Card title="WhatsApp troubleshooting" icon="wrench" href="/conversations/whatsapp-troubleshooting">
    Common issues, error codes, and step-by-step fixes.
  </Card>
</CardGroup>

## WhatsApp vs SMS comparison

| Feature                   | WhatsApp                                            | SMS                                        |
| ------------------------- | --------------------------------------------------- | ------------------------------------------ |
| **Global reach**          | 3B+ users in 180+ countries                         | Universal but declining in many markets    |
| **Open rate**             | \~98%                                               | \~95%                                      |
| **Click-through rate**    | 45-60%                                              | 5-10%                                      |
| **Rich media**            | Images, video, documents, audio, location, contacts | Text only (MMS for media, limited support) |
| **Interactive elements**  | Buttons, quick replies, lists, product catalogs     | None                                       |
| **Cost model**            | Per conversation (24-hour window)                   | Per message segment                        |
| **Cost range**            | $0.005 - $0.08 per conversation (varies by region)  | $0.01 - $0.05 per segment (US)             |
| **Delivery reliability**  | Very high (internet-based)                          | Carrier-dependent, filtering risk          |
| **Business identity**     | Verified profile with logo, description, hours      | Phone number only                          |
| **24-hour window**        | Yes — free-form messaging only during open window   | No restriction                             |
| **Template requirement**  | Required outside 24-hour window                     | Not required                               |
| **End-to-end encryption** | Yes                                                 | No                                         |
| **Two-way conversations** | Natural, threaded                                   | Supported but less natural                 |
| **Best for**              | International, rich engagement, support             | US/Canada domestic, simple alerts          |

<Tip>
  You don't have to choose one or the other. HoopAI supports both WhatsApp and SMS in the same inbox. Use workflows to automatically select the best channel per contact based on their country, preferences, or engagement history.
</Tip>

## Prerequisites checklist

Before connecting WhatsApp to HoopAI, make sure you have:

<Steps>
  <Step title="Meta Business account">
    A [Meta Business account](https://business.facebook.com/) (formerly Facebook Business Manager). This is free to create.
  </Step>

  <Step title="Business verification">
    Your Meta Business account must be **verified**. This involves submitting business documents (registration, utility bill, or similar). Verification typically takes 1-5 business days.
  </Step>

  <Step title="WhatsApp Business API access">
    You need access to the WhatsApp Business API through your Meta Business account. HoopAI uses the **WhatsApp Cloud API** — no third-party BSP required.
  </Step>

  <Step title="Phone number">
    A phone number that can receive an SMS or voice call for verification. This can be your existing WhatsApp Business App number (see [coexistence](/conversations/whatsapp-coexistence)) or a new number.
  </Step>

  <Step title="HoopAI account with WhatsApp access">
    Your HoopAI plan must include WhatsApp channel access. Check with your account administrator if you're unsure.
  </Step>
</Steps>

<Note>
  If you already use WhatsApp Business App with your number, you do **not** need to give it up. HoopAI supports **coexistence** — read the [coexistence guide](/conversations/whatsapp-coexistence) to learn how.
</Note>

## Next steps

Once you have the prerequisites in place:

1. **Connect your number** — follow the step-by-step guide in [WhatsApp messaging](/conversations/whatsapp-messaging)
2. **Set up your business profile** — configure your display name, description, and hours in [WhatsApp settings](/settings/whatsapp)
3. **Create message templates** — get your first templates approved for outbound messaging in [Advanced templates](/conversations/whatsapp-templates-advanced)
4. **Build automations** — automate replies, reminders, and campaigns in [WhatsApp automation](/conversations/whatsapp-automation)

<AccordionGroup>
  <Accordion title="Do I need a separate phone for WhatsApp?">
    No. You just need a phone number that can receive a one-time verification code via SMS or voice call during setup. After that, all messaging happens through HoopAI — no physical phone required.
  </Accordion>

  <Accordion title="Can I use my personal WhatsApp number?">
    Technically yes, but it's not recommended. When you connect a personal number to the Business API, your personal WhatsApp account on that number will be disconnected. Use a dedicated business number instead.
  </Accordion>

  <Accordion title="How many WhatsApp numbers can I connect?">
    You can connect multiple WhatsApp Business numbers to HoopAI, each linked to a different Meta Business account or WhatsApp Business Account (WABA). This is useful for multi-location businesses.
  </Accordion>

  <Accordion title="Is WhatsApp available in all countries?">
    WhatsApp Business API is available in most countries where WhatsApp operates. A few countries have restrictions. Check [Meta's documentation](https://developers.facebook.com/docs/whatsapp/overview/) for the latest availability.
  </Accordion>

  <Accordion title="What if my contacts don't use WhatsApp?">
    HoopAI's multi-channel inbox means you can fall back to SMS, email, or other channels automatically. Use workflow conditions to check if a contact is reachable on WhatsApp before sending.
  </Accordion>
</AccordionGroup>