> ## Documentation Index
> Fetch the complete documentation index at: https://docs.dialogshift.com/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp Business API for Hotels

> Overview of the WhatsApp Business Platform and how it works with DialogShift

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](https://business.whatsapp.com/products/business-platform)

<iframe className="w-full aspect-video rounded-xl" src="https://www.youtube.com/embed/DSUsdFPvVug" title="WhatsApp for Hotels Demo" frameBorder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" allowFullScreen />

## 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

<Note>
  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.
</Note>

## 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

<Note>
  WhatsApp does not support native carousels. DialogShift automatically converts carousels into simplified text messages with up to 3 buttons each.
</Note>

## 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)

## 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.

## 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.

## 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.

## 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.

## 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.