WhatsApp: Chat with Customers and Send Offers | Passtastic Help
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WhatsApp: Chat with Customers and Send Offers

Coming soon. WhatsApp opens for connection once Meta finishes approving Passtastic. Until then, Connect WhatsApp is not available yet and this guide describes how it will work.

Connect your own WhatsApp Business number and you can chat with customers and send them offers on WhatsApp, all from Passtastic. You keep your number and keep using the WhatsApp Business app on your phone. Chats stay in sync both ways.

Connect your WhatsApp number

Only an owner or an admin can connect WhatsApp.

1. Open Settings and choose WhatsApp.

2. Click Connect WhatsApp.

3. Log in with Facebook.

4. Scan the QR code with your WhatsApp Business app. The app needs to be version 2.24.17 or newer.

Good to know:

  • You keep your number and keep using the WhatsApp Business app on your phone. Messages you send there show up in Passtastic, and the other way round.
  • Your recent chat history, up to 180 days, is imported once, when you connect.
  • For now, one WhatsApp number per business.
  • To stop, click Disconnect in Settings → WhatsApp (owner or admin). Messages stop appearing in Passtastic. Your WhatsApp app keeps working.

Who pays for WhatsApp

WhatsApp (Meta) charges your business directly. Passtastic adds no charge.

  • Add a payment method in WhatsApp Manager. If it is missing, Settings → WhatsApp shows a banner with Open WhatsApp Manager.
  • Replies within 24 hours of the customer's last message are free, up to 1,000 per number per month.
  • Offers and automatic messages are charged per message by Meta, depending on the customer's country. Check Meta's current rates in WhatsApp Manager.

Reply to customers in Messages

Messages is a menu item right after Customers once WhatsApp opens in Passtastic, with a count of unread chats.

  • You see your conversations as a list. Switch to Unread to see only the ones waiting for you.
  • Open a chat and the customer's card sits beside it: stamps, points or level, and Last visit.
  • Within 24 hours of the customer's last message you can write anything you like.
  • After 24 hours, WhatsApp only allows messages it has approved. Pick a message type: Offer, We miss you, Reward ready or Card update.
  • Photos, voice messages and other media show as "open in WhatsApp". Open them in the app on your phone.

If the person is not a member yet, the chat offers Send join link (only within 24 hours of their last message) or Add to customers. When Passtastic thinks a chat belongs to an existing customer, it asks Is this Ana? and you confirm.

Send an offer on WhatsApp

1. Open Customers and select the customers.

2. Click Message.

3. Tick WhatsApp and pick a message type. You see how many customers will get it on WhatsApp.

4. Send.

  • Customers who agreed to WhatsApp get the offer there instead of the wallet notification or SMS, never twice.
  • WhatsApp sends finish in the background. You see the results in Customers → Messages history.
  • The same send can't be repeated within 10 minutes.
  • The same options are in Send message on the dashboard.

For automatic messages, open a program, go to Campaigns, open an offer and switch on Also send on WhatsApp. It is available for most automatic offers, for example birthday, we miss you and reward ready. Customers who agreed get it on WhatsApp instead of the wallet notification. See Messages and Campaigns.

Customers must agree first

WhatsApp only allows offers to people who said yes. There are three ways to get that yes:

1. A checkbox on your join form. Customers tick "I want to receive offers from [your business name] on WhatsApp" when they sign up. 2. Invite members to WhatsApp in Settings → WhatsApp. Each member gets one wallet-card notification. Tapping it opens WhatsApp with a ready message, and sending it is their yes. You can send this once every 30 days. 3. My customers agreed to hear from me on WhatsApp. Tick this only if you already have their permission, for example from a paper signup form. Owners and admins can confirm it.

A customer who replies STOP (in any of our 8 languages) or blocks your number will not get offers.

What you see on each customer

Open a customer and go to their Messages tab. It shows everything you sent on every channel, marked Sent via wallet card, Sent via SMS or Via WhatsApp. For WhatsApp you also see Delivered and Read.

Who can do what

  • Viewers can read messages.
  • Editors can reply and send offers.
  • Owners and admins can connect and disconnect WhatsApp and confirm that customers agreed.

The text WhatsApp wraps around your message is in the language you use Passtastic in.

Common questions

Do I keep my WhatsApp number?
Yes. You connect the number you already use with the WhatsApp Business app and keep using the app.
What if a customer never agreed?
They get nothing from you on WhatsApp. They still get the wallet notification or SMS as before, and you can still reply to them in Messages when they write to you.
Can I send the same offer twice by mistake?
No. The same send can't be repeated within 10 minutes.
Why can't I write to a chat?
More than 24 hours have passed since the customer's last message. Pick a message type instead.