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Hotels use the WhatsApp Business Platform to communicate with guests via WhatsApp. DialogShift uses this platform to run the chatbot and live chat on this channel. Product used: WhatsApp Business Platform

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How Guests Reach the Hotel via WhatsApp

  • QR code on the website – guests scan it to open a chat
  • QR code on-site – placed in the hotel or on print materials
  • Click-to-chat link – for WhatsApp Web users
  • Click-to-WhatsApp ads – Facebook or Instagram ads that open a WhatsApp chat
WhatsApp does not allow businesses to send the first message. The guest must always initiate contact. When scanning a QR code through DialogShift, the opening message is pre-filled in the input field.

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Available Chat Functions

Within the 24-hour window (see below):
  • Text messages
  • Quick reply buttons (max. 3 per message; labels are cut off after 20 characters)
  • Images and videos (send and receive)
  • Voice messages (receive only – hotels cannot send these)
  • Location messages
  • List messages for structured selections
WhatsApp does not support native carousels. DialogShift automatically converts carousels into simplified text messages with up to 3 buttons each.

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24-Hour Rule

After a guest contacts the hotel, the hotel can chat freely for the next 24 hours. After this window closes, only pre-approved template messages can be sent. Template categories:
  • Utility – service updates, booking confirmations
  • Authentication – verifications, login codes
  • Marketing – offers, newsletters (opt-out required)

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Requirements

  • A Facebook Business Manager account
  • A dedicated phone number that can receive calls (landline or mobile)
  • Meta Business Verification (can be completed later in the process)
One number for multiple hotels Using a single WhatsApp number across multiple hotels is possible if the displayed business name is a registered trademark, there is a verifiable connection to the operator, and a brand website exists.

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Migrating an Existing WhatsApp Number

If the hotel currently uses a regular WhatsApp number, it can be migrated to the Business Platform. What is lost in the migration:
  • All previous chats and contacts
  • The existing WhatsApp app on that number
After migration, the number works as before for guests – they still see the hotel as a regular contact and can message again as usual.

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Messaging Limits and Quality

Initial limits per 24-hour period:
  • Unverified business: 250 unique contacts
  • Verified business: 1,000 unique contacts
  • Limits can increase automatically after 7 days of good standing
WhatsApp monitors quality metrics including blocking rate, user reports, response times, and template performance. A poor quality rating can reduce limits or result in account suspension.

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Costs

Billing is per 24-hour conversation, not per message:
  • Service conversations (guest-initiated) – lower rate
  • Business-initiated conversations – higher rate; three categories: Utility, Authentication, Marketing
The first 1,000 service conversations per month are free. Prices vary by the recipient’s country.

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Onboarding

Activating WhatsApp requires an application through DialogShift as an authorized Meta service provider. DialogShift coordinates the setup process including number verification and Meta certification.