Setting Up WhatsMail

WhatsMail is a paid ad-on which can be activated in any project by paying a one time charges.

With WhatsMail business can forward the incoming messages from various channels like WhatsApp, Facebook messenger into an email with the ability to reply right from the email.

Businesses can also start a WhatsApp conversation (Proactive Messaging) right from the email by sending message to our system given email address by specifying the mobile number separated by comma in the Subject.

Please make sure your email applicaiton encoding is set to Content-Type: text/plain; charset="UTF-8" to send and receive non-english (unicode) messages properly

Configuring the WhatsMail

Once the ad-on is activated in your project you need to go to Settings -> App ->WhatsMail (Widget) -> Settings (Button)

On Clicking "Settings" a popup will open as shown below;


You can configure messages from which channel need to be forwarded to your email through WhatsMail, if you are using WhatsApp Web Automation then make sure "WhatsApp Web Automation" is selected

Push Action

Here you can configure whether all incoming message from the selected channel to be pushed to an email or not. You can turn it off by selecting "Dont Push any Message to Whatsmail"

White Listed Email's

Here you can configure email addresses which need to be pushed when a new WhatsApp message comes to your channel , please use enter to input multiple email address. Please whitelist only trusted email addresses.

Mail Delimiter

The email delimiter is a line of text used to inform the email recipient that any text entered into a reply must be above a certain line in the email.

When the recipient's reply is received in various email application / support desk software the delimiter is used to separate old content from new. The new content is added to the ticket as a comment.

You can set delimiter as a unique text a combination of special characters and text is recommended , few example as below

-----------------Reply Above This Line---------------------

###########------Reply Above This Line-----#############

Delimiter is Case Sensitive

WhatsMail Subject

Here you can configure the email subject use {{mobile}} for including the sender mobile number in the Subject.

There is a chance of looping the messages if the sender WhatsApp number is configured as bot and you have enabled with any email auto responders , so If you are observing any loop of messages then please blacklist the sender mobile number in the Settings -> Blacklist By default all account is configured with 3000 Whatsmail interaction per day , if you are receiving more than 3000 interactions then please contact us for updating the limit.

Proactive Messaging

Proactive Messaging helps you to start a conversation right from email by sending an email to us mentioning the mobile number in the Subject line.

Proactive Channel

This channel will be used to send messages out (request received from the whitelisted email addresses)

Proactive Email

You can send an email from the whitelisted email address to the system email address mentioning the user mobile number along with country code in the email subject (don't add + or 0), you can separate the mobile numbers with a comma to send message to more numbers.

Please don't share this email address with unknown persons. You can generate a new email address periodically for enhanced security.

Sample Email Format

Email Address should be the email address shown in your control panel

Email Subject should be the WhatsApp number followed with Country Code without + or 0 , you can use comma (,) to separate 2 mobile numbers to send message to more numbers

Email Body you can type without any formatting like bold, italics , color , can attach files supported by WhatsApp

If you would like not to append the signature or any email footer contents then please use the delimiter at the end of the message.

24 Hours Window in WhatsApp Official & Default Template Feature

Those who are using WhatsMail with WhatsApp Official channel are likely to face an issue related to 24 hours window i.e Session Restriction by WhatsApp

If any messages are sends after the 24 hours from the last user message received is likely to fail because of the user is not in the 24 hours contactable window as per the WhatsApp policy, in order to handle this situation we have introduced a new feature from May 11, 2022 onwards which allows you to select a default WhatsApp template with one dynamic value and this dynamic value will get replaced with the exact message;

How it Works?

Let's say that you are using WhatsMail with any support desk software where user send a message on Friday Night and your team backs on Monday morning and replied to the ticket, then in the normal case the message sent by your team will fail as the 24 hours contactable session is expired for that contact.

When you configure the default template the system will automatically replace the dynamic value with the exact reply of your agent and send it as a template message. So in simple if a message is failed because of "24 Hours Session Issue" and you selected the "Default Template To Use" then our system will automatically convert the message and send it as a template message.

Important Information

  1. Please request a new template which contains only one dynamic value, templates which have more than one dynamic value will not displayed to select the default template

  2. Works only Text template

  3. If any media files are found in the original message then a link will append at the end of the message

  4. New Line if any in the original message will be replaced with comma followed by a space (, ) because WhatsApp template message don't allow to send new line in the dynamic variable

  5. If more than 4 continuous space found in the original message between each word then will be trimmed to 4 space as WhatsApp Official template message don't allow more than 4 space between words.

  6. If the original message character count is more than 1024 character then only first 1024 character will be send in template message as WhatsApp don't allow sending more than 1024 characters in a template message , so make sure you communicated this to your help desk agents

  7. Draft the template in a way the users are likely to give a reply message which will open the 24 hours window and message restriction won't be application during the period

  8. If you want to disable this feature then please remove the default template selection and save the settings.

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