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With WhatsApp Business API, hotels can communicate with their guests via the popular messenger service. The DialogShift chatbot automates up to 95% of inquiries and transfers to your staff when needed.

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Main Benefits for Hotels

Familiar Channel

Guests use their favorite messenger for hotel communication

Highest Reachability

Personal identification and 98% opening rate

GDPR Compliant

Data protection compliant communication guaranteed

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Technical Details

Product Used: WhatsApp Business Platform
The WhatsApp Business Platform (formerly Business API) is specifically designed for medium and large companies that want to communicate automatically and at scale with customers.

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Demo Video: WhatsApp for Hotels in Practice

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How Do Guests Reach Your Hotel via WhatsApp?

QR code on your hotel website for scanning (see video example)
Important: For privacy reasons, WhatsApp does not allow initial greetings from companies. The guest must always send the first message. With DialogShift, this message is pre-filled in the input field when scanning the QR code.

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Available Chat Functions

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Within the 24-Hour Window:

  • ✅ Text Messages - Free communication possible
  • ✅ Quick Reply Buttons - Max. 3 buttons, labeling is cut off after 20 characters
  • ✅ Media - Send and receive images and videos
  • ✅ Voice Messages - Hotels can receive these (not send)
  • ✅ Location Messages - For directions
  • ✅ List Messages - For structured selection options
Important: WhatsApp does not yet support native carousel functionality. DialogShift automatically converts carousels into simplified text messages with 3 buttons each.

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24-Hour Rule and Proactive Messages

24-Hour Window: After a guest contacts the hotel, the hotel can freely chat with the guest for the next 24 hours. After that, only approved template messages are possible.

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Proactive Communication:

  • WhatsApp prohibits proactive messages from companies in principle (spam protection)
  • Only possible with special templates approved by WhatsApp
  • Currently not available with DialogShift Live Chat App (planned for 2024)
  • After guest contact: 24 hours of free communication

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Template Categories:

  • Utility: Service updates, booking confirmations
  • Authentication: Verifications, login codes
  • Marketing: Offers, newsletters (with opt-out)

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Technical Requirements

1

Facebook Business Manager

Account for the hotel that wants to use WhatsApp
2

Hotel Operator Verification

At Facebook/Meta (can be done later)
3

Dedicated Phone Number

Landline or mobile that can receive verification calls

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Important Guidelines

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One Number for Multiple Hotels?

Basically possible, but with restrictions:
  • The displayed WhatsApp name must exist as a trademark
  • Verifiable affiliation to the operator required
  • A website for the brand must exist
  • Facebook Business Manager must correctly reflect this

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Migration of Existing WhatsApp Numbers

When taking over an already used WhatsApp number:
  • ❌ All previous chats and contacts
  • ❌ Proactive messaging capability
  • ❌ Previous WhatsApp app no longer usable
  • ❌ Saved media

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Continuity for Your Guests

Nothing changes for guests:
  • Hotel remains a normal WhatsApp contact
  • All chats remain with the guest
  • Guests can message the hotel again and again
  • Number can be saved as usual

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Messaging Limits and Quality

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Initial Limits:

  • Unverified Business: 250 unique contacts/24h
  • Verified Business: 1,000 unique contacts/24h
  • After 7 Days: Automatic increase possible

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Quality Rating:

WhatsApp monitors:
  • Blocking rate
  • User reports
  • Response times
  • Template performance
With poor quality rating, your messaging limits can be reduced or your account suspended.

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Onboarding & Application Process

Meta Certification: Using WhatsApp for businesses must be applied for at Meta. As an authorized service provider, DialogShift, together with certified telecommunications partners, conducts the setup process.
The process requires various steps and cooperation from the hotel:
  • Application through DialogShift
  • Verification at Meta/Facebook
  • Phone number activation
  • DialogShift supports until final approval

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Costs and Billing

Conversation-based billing: You pay per 24-hour conversation, not per message.

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Conversation Types:

  1. Service Conversations: Initiated by user (cheaper)
  2. Business-Initiated:
    • Utility (Service updates)
    • Authentication (Verification)
    • Marketing (Advertising)
The first 1,000 service conversations per month are free. Prices vary by recipient’s country.

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Best Practices for Hotels

Maximize Automation

Achieve 95% automation rate with DialogShift chatbot

Quick Response

Optimally use the 24-hour window

Clear Expectations

Communicate response times and availability

Follow GDPR

Ensure data protection compliant processes

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Next Steps

Ready for WhatsApp in your hotel? DialogShift guides you through the complete application process and supports you with integration into your existing systems.