> For the complete documentation index, see [llms.txt](https://docs.guestway.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.guestway.io/integrations/whatsapp/using-whatsapp-in-guestway.md).

# Using Whatsapp in Guestway

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.

***

#### 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.

<figure><img src="/files/kmjzS5V6VmdtkT1DZ5FS" alt=""><figcaption></figcaption></figure>

***

#### Starting a new conversation

{% @guideflow/guideflow-embed requestedUrl="<https://app.guideflow.com/player/3r3e0wlunk>" %}

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.

{% hint style="info" %}
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.
{% endhint %}

***

#### 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.

***

#### 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.

<figure><img src="https://3944456244-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBrW4TrHoVgRLXkGBzLVy%2Fuploads%2FkimHjt0sGOAOyfONhYr0%2FScreenshot%202026-02-19%20at%2015.52.49.png?alt=media&#x26;token=5b0e63af-3735-4a29-a956-324b2f8cc6ac" alt=""><figcaption><p>The default Guestway template as it appears in WhatsApp Manager</p></figcaption></figure>

**Creating custom templates**

{% @guideflow/guideflow-embed requestedUrl="<https://app.guideflow.com/player/er5j76lh6k>" %}

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 (`.`)

<figure><img src="https://3944456244-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBrW4TrHoVgRLXkGBzLVy%2Fuploads%2FAUR8I6SsTP4A1DHbRpzN%2FScreenshot%202026-02-19%20at%2015.55.29.png?alt=media&#x26;token=542333ff-6f0f-4dc3-82b1-a54770eb64ba" alt=""><figcaption><p>Template configuration in Meta WhatsApp Manager</p></figcaption></figure>

***

#### Available template variables

{% @guideflow/guideflow-embed requestedUrl="<https://app.guideflow.com/player/dr935lvaor>" %}

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.

{% hint style="info" %}
**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.
{% endhint %}

A few examples:

<table><thead><tr><th width="198">Variable Example</th><th>Alias Example</th><th>Description</th><th>Example value</th></tr></thead><tbody><tr><td><code>guest_full_name</code></td><td><code>name</code></td><td>Full name of the guest or owner</td><td>John Doe</td></tr><tr><td><code>guest_primary_email</code></td><td><code>email</code></td><td>Primary email of the guest or owner</td><td>john.doe@example.com</td></tr><tr><td><code>reservation_check_in_date_localized</code></td><td><code>check_in_date</code></td><td>Check-in date of the reservation</td><td>2024-06-01</td></tr><tr><td><code>reservation_check_in_time_localized</code></td><td><code>check_in_time</code></td><td>Check-in time of the reservation</td><td>15:00</td></tr><tr><td><code>guest_app_link</code></td><td><code>portal_link</code></td><td>Link to the guest app for the reservation</td><td>https://portal.guestway.io/ABC123DEF45</td></tr></tbody></table>

***

#### 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: \
  ![](/files/KhlMegzELfDwkaOnczc7)
* Booking confirmation with pre check-in form:\
  ![](/files/ovaRELeuAdKKesqmIXFz)
* Welcome message with reservation info: \
  ![](/files/YEx50aIgwz3o2YFCW31j)

***

#### 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.


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