Using Whatsapp in Guestway

In this article we explain how WhatsApp messaging works inside Guestway and how to initiate conversations using templates.

Once your WhatsApp number is connected, you can send and receive WhatsApp messages with guests directly from the Guestway Inbox — alongside all your other channels.

This page explains how WhatsApp conversations work, how to start a new conversation, and how to manage message templates.

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How WhatsApp conversations work

WhatsApp's Business Platform uses a 24-hour conversation window rule:

1. You send a template message → a new conversation opens with the guest.

2. The guest replies → a 24-hour free-messaging window opens.

3. Within 24 hours of their last reply → you can send any message freely, no template needed.

4. After 24 hours without a guest reply → the window closes and a template is required to re-open it.

This rule is enforced by Meta and applies to all businesses using the WhatsApp Business API.

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Starting a new conversation

To open a new WhatsApp conversation with a guest from the Guestway Inbox:

1. Open the guest's reservation or conversation in the Inbox.

2. In the message composer, select WhatsApp as the channel.

3. Click the template selector and choose a template from the list.

4. Review the pre-filled variable values — Guestway fills these in automatically from the reservation.

5. Click Send.

The guest receives the template message on WhatsApp. Once they reply, you can send free-form messages for the next 24 hours.

If WhatsApp does not appear as a channel in the composer, your WhatsApp number may not be connected yet. Go to Settings → Integrations to check the status.

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Replying to an incoming message

When a guest sends you a WhatsApp message, it appears in the Guestway Inbox automatically — no action needed to receive it. You can reply freely in the composer as long as you are within the 24-hour window from their last message.

If the window has closed, the composer will prompt you to send a template to re-open the conversation.

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Message templates

What are templates

Templates are pre-approved message formats required to start a new WhatsApp conversation. They are created in your WhatsApp Business Account and approved by Meta before they can be used.

Default template

Guestway automatically creates a default template in your WhatsApp Business Account — you can use it immediately to start conversations without any additional setup.

The default Guestway template as it appears in WhatsApp Manager

Creating custom templates

To create your own templates, go to Meta WhatsApp Manager and follow these requirements so they work correctly in Guestway:

Required settings:

• Category: Utility → Default

• Variables: use named variables (e.g. {{name}}) — not numbered variables (e.g. {{1}})

• Variable placement: body text only — no variables in header or footer

• No buttons or media attachments

What to expect:

• Templates appear in Guestway only after Meta approves them — approval usually takes 5–10 minutes

• Deleted templates may take a few minutes to disappear from Guestway

• If a variable has no value for a specific guest, Guestway substitutes a dot (.)

Template configuration in Meta WhatsApp Manager

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Available template variables

The full list of supported variables lives inside Guestway under Saved replies — the same set powers both saved replies and WhatsApp templates. New variables are added regularly, so the in-product list is always the source of truth.

Insert a variable into your template body and Guestway will fill it in from the reservation automatically when the message is sent.

Most variables also have one or more aliases — shorter, alternative names that resolve to the same value. For example, guest_full_name and name are interchangeable.

Prefer the shorter alias in WhatsApp templates. WhatsApp limits how long variable names can be inside a template definition, so using the alias (for example name instead of guest_full_name) gives you more room to work with — and keeps your template easier to read.

A few examples:

Variable Example	Alias Example	Description	Example value
guest_full_name	name	Full name of the guest or owner	John Doe
guest_primary_email	email	Primary email of the guest or owner	[email protected]
reservation_check_in_date_localized	check_in_date	Check-in date of the reservation	2024-06-01
reservation_check_in_time_localized	check_in_time	Check-in time of the reservation	15:00
guest_app_link	portal_link	Link to the guest app for the reservation	https://portal.guestway.io/ABC123DEF45

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Template Examples That You Can Use

Use these examples below to get started, they will work straight away after you set them up:

• Stay confirmed with info:

• Booking confirmation with pre check-in form:

• Welcome message with reservation info:

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Related pages

• Meta setup & Guestway integration — connect a new number or migrate an existing one.

• Connect your existing WhatsApp Business App (Coexistence) — keep using the WhatsApp app on your phone.