Gem’s integration with WhatsApp allows you to send WhatsApp messages either within Sequences or as one-off messages, giving you another option - alongside emails, text messages and InMail - for how to communicate with prospects. This article covers how to send WhatsApp using both of those workflows.
If you haven’t already set up WhatsApp functionality in Gem, see our WhatsApp Business integration: Setup article for all the details.
Requirements
- This feature is available to all teams.
Considerations
The following considerations apply when using the WhatsApp functionality in Gem:
- Messaging to US numbers is not supported, per Meta's WhatsApp messaging guidelines.
- According to Twilio, Meta has restricted initial outreach to US WhatsApp numbers for an unknown amount of time.
- Meta requires you to use pre-approved templates for initial messages to candidates (until a candidate responds).
- Once a candidate responds, you then have a 24-hour window where you can freeform message the candidate via WhatsApp.
Start sending WhatsApp messages
With at least one WhatsApp template created and approved, you can start sending WhatsApp messages using Gem. There are two ways of doing this:
- In a Sequence
- In one-off messages
When sending a WhatsApp message to a candidate Gem uses the primary phone number from their candidate profile.
Send WhatsApp messages in Sequences
With the WhatsApp integration enabled, you can use WhatsApp as an option in Sequences, much as you would use Email or Text Message. For full details of the Sequence creation process see our Creating Sequences article. Here we’ll just flag any WhatsApp-specific areas of note.
When creating a new Sequence stage:
- WhatsApp is available in the dropdown of message options.
- When selecting a template, only pre-approved templates will be available.
- The standard Sequence process applies for the remaining steps.
Respond to candidate messages
Once a candidate responds to a WhatsApp message, the Messages icon above the search bar will show a notification
Select this icon to go to the Messages page, where you’ll be able to see the candidate’s message in the activity feed alongside any other messages.
There is now a 24-hour window (from the point at which the candidate initially responds) within which you can message the candidate as much as required, with no need any longer for pre-approved templates.
Send one-off WhatsApp messages
With the WhatsApp integration enabled, WhatsApp is now an option for one-off messages as well, whether sent via the candidate record (and subsequently the Messages page), or in LinkedIn via the Chrome extension, following the existing processes for each of those methods.
The same principles apply to one-off messages as they do to Sequences - you have to send a pre-approved template message first, before you can send freeform messages.
When sending a one-off message, WhatsApp is available as an alternative to email or text message. Follow these steps:
- With a new message pop-up open, select the Text message tab.
- Change the dropdown from Text to WhatsApp.
- If this is the initial message, select a pre-approved template from the dropdown.
- If the candidate has already responded to an initial templated message, select the Switch to freeform message view button to send a message without using a template.
- The same 24-hour window (from the point at which the candidate initially responds) will now open, within which you can message the candidate as much as required, with no need any longer for pre-approved templates.
Common error codes
The following are some of the common error codes associated with failed WhatsApp messages, to assist in troubleshooting if you have any issues:
- 63049: Meta chose not to deliver this WhatsApp marketing message - see this Twilio HC article for more information.
- 63024: Invalid message recipient - see this Twilio HC article for more information.
Have any issues or questions on this topic? Please feel free to contact your dedicated Gem Customer Success Manager directly or our Support team at support@gem.com.