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Why WhatsApp

  • 98% open rate vs 20% for email
  • 2 billion users worldwide
  • Instant delivery and real-time conversations
  • Rich media support (images, videos, documents)
  • Trusted channel customers already use

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Setup

1

Prerequisites

You need a WhatsApp Business account (not personal WhatsApp)
2

Go to Settings

Navigate to Settings → Integrations in Cosmo
3

Connect WhatsApp

Click WhatsApp Business card → Connect
4

Scan QR Code

Scan QR code with WhatsApp on your phone
5

Authorize

Confirm connection in WhatsApp app
Connection takes 1-2 minutes. Once connected, Cosmo can receive and respond to WhatsApp messages automatically.

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Requirements

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WhatsApp Business Account

  • Must use WhatsApp Business app (not regular WhatsApp)
  • Phone number dedicated to business (can’t be used for personal WhatsApp)
  • Download: iOS | Android

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Business Verification (Optional)

Get green checkmark badge:
  • Provides higher message limits
  • Increases customer trust
  • Required for large-scale campaigns

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24-Hour Messaging Window

Important WhatsApp rule:
  • Can message customers anytime if they contacted you in last 24 hours
  • After 24 hours, need approved message templates for outreach
  • Customer replies reopen the 24-hour window
If customer hasn’t messaged in 24+ hours, you can’t send free-form messages. Use campaigns with approved templates instead.

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Message Types Supported

  • Text with formatting (bold, italic)
  • Images (JPEG, PNG up to 5MB)
  • Videos (MP4 up to 16MB)
  • Audio and voice messages
  • Documents (PDF, DOCX, etc.)
  • Location sharing
  • Interactive buttons and lists
  • Quick reply buttons

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Best Practices

Only message customers who opted in. Save their opt-in for compliance.
Fast responses = better customer experience and higher engagement.
Send product images, how-to videos, and documents when helpful.
Don’t spam after window closes. Use approved templates for follow-ups.

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Compliance

WhatsApp prohibits:
  • Spam or unsolicited messages
  • Misleading information
  • Adult content
  • Illegal activities
Violations can result in account suspension.

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Troubleshooting

Connection Issues

Can’t connect WhatsApp Business

Messaging Issues

Messages not sending or receiving

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Connection Issues

Can’t connect WhatsApp?
  • Verify you’re using WhatsApp Business (not personal)
  • Check phone has active internet
  • Make sure number isn’t already connected elsewhere
  • Try logging out and back in to WhatsApp

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Messaging Issues

Messages not sending?
  • Check 24-hour messaging window
  • Verify recipient hasn’t blocked you
  • Ensure WhatsApp Business account is active
Need Help? Contact our team: [email protected]