WhatsApp is how many of your clients prefer to communicate — it's familiar, instant, and already on their phone. With Lupa's WhatsApp Business integration, your practice can receive inbound client messages, reply within a 24-hour window, send approved template messages for reminders and campaigns, and track delivery status — all directly from the client chat interface or automated workflows.
💡 In short: Connect your WhatsApp Business account to Lupa, receive client messages automatically, reply from the chat page, and send template messages for reminders and campaigns — with full delivery tracking and a 24-hour messaging window.
Before You Begin
📍 Permissions required: You need Integrations Settings access to connect or disconnect WhatsApp. Sending WhatsApp messages requires the Client Chat permission.
You need a WhatsApp Business Account (WABA) with Meta — this is separate from a personal WhatsApp account
A dedicated phone number for your practice (this number cannot also be used with the regular WhatsApp app)
The phone number must be in international format (e.g. +44 7925 145 092)
Connecting WhatsApp Business
Step 1: Open WhatsApp settings
Go to Settings → Integrations → WhatsApp.
Step 2: Choose how your number is used today
Lupa asks How is this number used today? so it can run the right setup flow:
If the number is not yet on WhatsApp, Lupa runs the standard Cloud API setup.
If the number is currently used on the WhatsApp Business app, Lupa runs a coexistence setup that keeps the app working alongside Lupa. See WhatsApp Business app numbers below.
Step 3: Review pricing and complete the pre-flight checklist
Before connecting, Lupa shows a notice that Lupa does not charge for WhatsApp messages — Meta charges for messages sent through your WhatsApp Business Account and bills you directly. Click View Meta's WhatsApp pricing to check the rates for your country before you start sending.
Lupa also shows a Before you connect checklist. Tick every item to confirm your number and account are ready. Most connection failures happen when one of these isn't in place.
Step 4: Start the connection
Click Connect WhatsApp. Lupa loads Meta's signup window in the background before you click, so the popup opens immediately.
Sign in with your Meta Business account (or create one if needed).
Select your WhatsApp Business Account and phone number.
Grant Lupa permission to send and receive messages on your behalf.
Step 5: Complete the setup
Once you authorise the connection, Lupa automatically:
Registers your phone number with Meta's WhatsApp platform
Subscribes to receive inbound messages and delivery status updates via webhooks
Stores the connection securely for your location
The connection appears in your WhatsApp settings with the phone number and business display name.
If something goes wrong during setup, Lupa shows a persistent alert with a specific explanation and fix steps — rather than a generic error — so you know exactly what to do next.
💡 Each location can have its own WhatsApp connection with a unique phone number. This lets multi-site practices use different numbers for different clinics.
Payment method reminder
Once your WhatsApp Business Account is connected, Lupa checks whether a payment method is on file with Meta. If none is found, a warning appears on the WhatsApp settings page: Add a payment method to your WhatsApp Business Account. From 1 October 2026, Meta charges for service messages — without a payment method, delivery stops once the free 1,000 service messages per month are used. Click How to add a payment method in the warning to open Meta's guide.
WhatsApp Business app numbers
If your practice currently uses the WhatsApp Business app on a phone, you can connect that same number to Lupa without deleting the app account. Select the WhatsApp Business app option when Lupa asks how the number is used today. Lupa runs a coexistence setup — the app keeps working alongside Lupa.
What changes on the WhatsApp Business app once connected:
Group chats aren't synced. Disappearing messages, view-once and live location are turned off, broadcast lists become read-only, and linked devices are logged out (you can link them again). WhatsApp for Windows isn't supported.
Disconnecting
To disconnect, go to Settings → Integrations → WhatsApp and click Disconnect. This removes the connection from Lupa but does not delete your WhatsApp Business Account with Meta.
The 24-Hour Messaging Window
WhatsApp enforces a 24-hour messaging window to protect users from unsolicited messages. This is a Meta rule, not a Lupa limitation.
Scenario | What you can send |
Client messaged you within the last 24 hours | You can reply freely with any text, images, documents, or videos — no restrictions |
More than 24 hours since the client's last message | You can only send pre-approved template messages (e.g. appointment reminders, follow-ups). Free-form text is blocked. |
Client has never messaged you | You can only send pre-approved template messages to initiate the conversation |
When composing a WhatsApp message in client chat, Lupa shows you the remaining time in the messaging window. If the window has expired, the composer switches to the template picker automatically.
⚠️ The window resets every time the client messages you. Each new inbound message from the client opens a fresh 24-hour window for free-form replies.
WhatsApp Message Templates
Templates are pre-approved message formats that you can send at any time — even outside the 24-hour window. They're created in Meta's WhatsApp Manager and synced to Lupa.
How Templates Work
Create templates in Meta's WhatsApp Business Manager (not in Lupa) with your desired message text, placeholders, and category.
Meta reviews and approves the template (this can take minutes to hours).
Lupa syncs approved templates automatically. In Settings → Integrations → WhatsApp, any template that Lupa cannot yet send shows a Can't send from Lupa badge. The badge tooltip names the specific feature (for example, a Flow button or carousel section) and tells you to recreate the template in Meta without it. Those templates are also hidden from the chat, campaign, and reminder pickers.
Template Categories
Category | Use case |
Utility | Appointment reminders, booking confirmations, order updates — messages the client expects to receive |
Marketing | Promotions, announcements, re-engagement campaigns — requires client opt-in |
Authentication | Verification codes and login confirmations |
Template Placeholders
Templates support variable placeholders that Lupa fills in automatically:
Client fields:
client_first_name,client_last_name,client_full_name,client_email,client_phoneStore fields:
store_name,store_phone,store_email,store_address_fullWhen sending a template, Lupa auto-fills known placeholders from the client and store records. If any placeholder can't be auto-filled, you'll be prompted to enter it manually before sending.
Sending a Template Message
Open a client conversation in Chat.
If the 24-hour window has expired, the composer shows the template picker automatically.
Search for or browse available templates. Only templates that Lupa can fully send appear in the list — templates requiring features not yet supported are hidden automatically.
Select a template — Lupa fills in the placeholders.
If the template has a media header (image, video, or document), a Header media section appears. Choose the file you want to send with the message. You'll see a preview once the file is uploaded.
If the template has a button whose link changes per recipient, a Button links section appears with an input for each variable link. Fill these in before sending.
Review and click Send. The Send button stays inactive while a file is uploading or a required media file hasn't been chosen yet.
When you later open a sent WhatsApp campaign message from the client communications list, Lupa shows the resolved message text — exactly what the client received — rather than the raw template. If the template has since been removed from your WhatsApp Business account, Lupa displays a note that the template is no longer available.
WhatsApp in Reminder Types
If your practice has WhatsApp reminders enabled, you can attach a WhatsApp template to each reminder type and to individual steps in a reminder sequence.
Reminder type wizard
When creating or editing a reminder type, the content step is labelled Email & WhatsApp Template, Email & SMS Template, or Email, SMS & WhatsApp Template depending on which channels your practice has turned on. A WhatsApp tab sits alongside the Email and SMS tabs.
On the WhatsApp tab, pick the approved Meta template you want to send for this reminder. If the template you've chosen cannot be sent — for example because it contains placeholders Lupa cannot fill, or requires media that hasn't been supplied — you'll see the message "This WhatsApp template cannot be sent. Pick another or fix the highlighted issues." and Lupa will not save the reminder type until the issue is resolved.
Reminder sequences
Each step in a reminder sequence can send over Email, SMS, and WhatsApp independently. Toggle the channels you want for each step. If you enable WhatsApp for a step, you must also pick a WhatsApp template for that step — Lupa won't let you save the sequence without one. At least one channel must remain on per step; the toggle for the last active channel is locked to prevent accidentally disabling all delivery.
Receiving Inbound WhatsApp Messages
When a client sends a WhatsApp message to your practice number:
Lupa automatically creates or opens a conversation for that client (matched by phone number).
The message appears in the client chat sidebar with a WhatsApp icon.
All staff who are chat points of contact for the location are notified.
Media attachments (images, videos, documents, audio) are downloaded and displayed inline.
A 24-hour messaging window opens for your team to reply freely. If the client's phone number matches an existing client record, the conversation is linked to that client. If the number is unknown, Lupa still creates a conversation so you can respond — you can link it to a client record later.
Communication Availability
Not every client can be reached on every channel. Lupa determines which communication channels are available for each client:
Channel | Available when |
Your location has an active WhatsApp connection and the client has a phone number on their record | |
App message | The client has the Lupa mobile app installed and set up |
The client has a valid email address on their record | |
SMS | SMS is enabled for the location and the client has a valid phone number |
The communication dropdown on client records and appointment views only shows channels that are actually available for that client — so your team never tries to send a message through a channel that won't work.
Send WhatsApp and Send message are separate options in the dropdown. Send WhatsApp opens the client's WhatsApp thread in chat. Send message is for clients who have the Lupa mobile app — it is not related to WhatsApp.
WhatsApp Marketing Consent
Lupa can now record whether a client has consented to receive WhatsApp marketing messages — the same way it records consent for Email, SMS / Text Messages, and Post / Mail.
On the client record
When you open a client record (or the client dialog in any form), the marketing communications section lists the channels the client has agreed to. WhatsApp appears as an option alongside the other channels — but only if your practice has an active WhatsApp connection. If your practice hasn't connected WhatsApp, the option won't appear, so you'll never collect consent for a channel you can't use.
Tick or untick WhatsApp to record the client's preference, then save the record as normal.
On the client-facing unsubscribe page
Clients who follow an unsubscribe link can manage all their marketing preferences in one place, including WhatsApp. If your practice has an active WhatsApp connection, WhatsApp appears alongside the other channels so clients can opt out. If your connection is inactive, WhatsApp won't be offered for new opt-ins — but a client who previously consented can still withdraw that consent.
⚠️ Consent is recorded here, but WhatsApp campaign sending respects consent automatically. Clients who have not ticked WhatsApp in their marketing preferences will not receive WhatsApp campaign messages.
WhatsApp in Campaigns
WhatsApp templates can be used in marketing campaigns to reach clients at scale:
Create a campaign in Lupa and select WhatsApp as the channel.
On the Content step, search for and select an approved template. Only templates that Lupa can fully send appear in the list. A live preview on the right shows exactly how the message will look, with placeholders filled in from your store details and a sample client name.
If the template has a media header, a Header image section appears below the template picker. Choose the image to send with every message in the campaign — the same file goes to all recipients. You won't be able to move to the next step until you've chosen one.
Define your audience.
Lupa queues the messages and sends them in the background, filling in placeholders for each recipient.
Campaign messages respect client communication preferences and consent settings.
Unsupported placeholders
Some placeholders — for example, pet-specific fields — cannot be filled automatically when sending to a campaign audience. If you select a template that contains placeholders Lupa cannot fill for campaigns, you'll see an Unsupported placeholders for campaigns warning listing the affected placeholders. You won't be able to move to the next step until you choose a different template that uses only supported placeholders.
Templates with dynamic button links
Some templates have a button whose link changes per recipient. Campaigns cannot supply those per-recipient values — only a staff member in a chat conversation can fill them in at send time. If you select such a template, you'll see a Template uses a dynamic button link warning. Choose a different template with a fixed link to continue.
WhatsApp for Consent Form Signing Links
Lupa can send consent form signing links over WhatsApp. To enable this, a practice manager configures a WhatsApp template in Settings → Templates → Consent form signing link - WhatsApp.
Pick an approved Meta template from the list. Because the signing link and client details are filled in by Lupa at send time as part of the template, there is no free-text body to edit here — you're choosing which Meta template to use. If the template contains placeholders Lupa cannot fill for consent forms, you'll see an "Unsupported placeholders for consent forms" warning listing the affected placeholders; choose a different template to continue.
If no template has been configured for your practice, WhatsApp will not be available as a channel when sending consent form links.
Delivery Status Tracking
Every WhatsApp message sent through Lupa is tracked with real-time delivery status:
Status | What it means |
Pending (clock icon) | Message sent to WhatsApp servers, awaiting confirmation |
Sending | Message is currently being sent — this clears automatically within a few moments |
Sent (single tick) | WhatsApp servers accepted the message |
Delivered (double tick) | Message delivered to the client's phone |
Read (blue double tick) | Client opened and read the message |
Failed (red alert) | Message could not be delivered — hover for details |
Status updates flow in real time from Meta's webhook, so you see changes as they happen in the chat interface.
Tips for WhatsApp Communication
✅ Best practices from practices that run Lupa:
Respond quickly when a client messages you — the 24-hour window starts ticking from their last message, and you lose free-form messaging when it expires
Create utility templates for your most common outreach (appointment reminders, vaccination due) so you can always reach clients even outside the messaging window
Use WhatsApp for time-sensitive messages like same-day appointment reminders — clients check WhatsApp more frequently than email
Keep template messages short and clear — WhatsApp is a casual medium, so overly formal language feels out of place
Set up chat points of contact so inbound WhatsApp messages are seen promptly by the right staff
Monitor failed deliveries — common causes are invalid numbers, clients blocking your business number, or network issues
Troubleshooting
Problem | Solution |
Meta's signup window didn't open (popup blocked) | Your browser or an ad blocker prevented the Meta window from opening. Look for a blocked pop-up icon in your browser's address bar, allow pop-ups for this site, turn off any ad blockers for this page, then click Connect WhatsApp again. |
Meta's signup couldn't load | An ad blocker or privacy extension stopped Meta's signup from loading. Turn it off for this page, reload, then try again. |
I closed the Meta window before finishing | Click Connect WhatsApp to start again. Keep the Meta window open until it confirms setup is complete. |
I get an error saying the number is still on WhatsApp | The number is still registered to the WhatsApp or WhatsApp Business app. On the phone, open WhatsApp and go to Settings → Account → Delete my account, wait a few minutes, then connect again. Alternatively, select the WhatsApp Business app option when Lupa asks how the number is used today — this keeps the app running alongside Lupa. |
I get an error about two-step verification | Turn off two-step verification in WhatsApp Manager: Account tools → Phone numbers → select the number → Two-step verification → Turn off two-step verification. Meta emails a confirmation link to your business portfolio's email address. Once it's off, connect again. |
I see a warning about a missing payment method after connecting | Lupa detected that your WhatsApp Business Account has no payment method on file with Meta. From 1 October 2026, Meta stops delivering service messages once the free 1,000 per month are used. Click How to add a payment method in the warning to open Meta's guide. |
Clicking Send WhatsApp does nothing or shows an error | If you see "Could not open the chat. Please try again.", Lupa was unable to open the conversation. Wait a moment and try again. If the problem persists, check that your WhatsApp connection is still active in Settings → Integrations → WhatsApp. |
I can't connect WhatsApp | You need Integrations Settings access and a Meta Business account with a WhatsApp Business Account. Make sure you're signing in with the correct Meta account during the embedded signup flow. Also tick every item in the Before you connect checklist — the Connect WhatsApp button stays inactive until all items are confirmed. |
I can't send a free-form message | The 24-hour messaging window has expired. Send a pre-approved template message instead, or wait for the client to message you to reopen the window. |
No templates appear in the picker | Templates are created in Meta's WhatsApp Business Manager, not in Lupa. Create and submit templates there; once approved by Meta, they'll sync to Lupa automatically. Note that templates using features Lupa cannot yet send (such as carousel layouts) are hidden from the picker. |
A template I can see in Meta isn't appearing in the picker | Lupa hides templates it cannot reliably send from the chat, campaign, and reminder pickers. In Settings → Integrations → WhatsApp, those templates still appear in the template list but show a Can't send from Lupa badge — hover over it to see which feature is blocking it (for example, a Flow button or carousel). Recreate the template in Meta without that feature to use it in Lupa. Templates with media headers (image, video, or document) do appear in the picker, but require you to supply the media file when sending. |
I enabled WhatsApp for a reminder step but can't save | Each reminder step that has WhatsApp turned on must have a WhatsApp template selected. Open the step, go to the WhatsApp section, and pick an approved template before saving. |
Messages are stuck on "Pending" | This usually indicates a temporary issue with Meta's WhatsApp API. Wait a few minutes and check again. If messages remain pending for more than an hour, contact support. |
Inbound messages aren't appearing | Check that your WhatsApp connection is active in Settings → Integrations → WhatsApp. If the connection shows as disconnected, reconnect it. Also verify that the client is messaging the correct phone number. |
Media attachments aren't loading | Media from WhatsApp is downloaded asynchronously. If an attachment shows as loading, wait a moment and refresh. Large files (videos, documents) may take longer to process. |
WhatsApp doesn't appear as a marketing consent option on a client record | WhatsApp only appears in the marketing preferences section when your practice has an active WhatsApp connection. Go to Settings → Integrations → WhatsApp to check your connection status. |
Frequently Asked Questions
Can I use my personal WhatsApp number?
Can I use my personal WhatsApp number?
No. WhatsApp Business requires a dedicated phone number that is not registered with the regular WhatsApp app. You'll need a separate number for your practice.
How do I create WhatsApp templates?
How do I create WhatsApp templates?
Templates are created in Meta's WhatsApp Business Manager (business.facebook.com), not in Lupa. Once you create and submit a template, Meta reviews it. Approved templates automatically sync to Lupa and appear in the template picker — templates using features Lupa cannot yet send are hidden rather than listed and failing.
Can different locations have different WhatsApp numbers?
Can different locations have different WhatsApp numbers?
Yes. Each location can connect its own WhatsApp Business phone number. This is useful for multi-site practices where clients should contact their local clinic.
What happens if a client messages a number that isn't linked to a client record?
What happens if a client messages a number that isn't linked to a client record?
Lupa still receives the message and creates a conversation. The phone number is matched against existing client records. If no match is found, the conversation is created without a linked client — you can manually link it later.
Is there a cost for WhatsApp messages?
Is there a cost for WhatsApp messages?
Lupa does not charge for WhatsApp messages. Meta charges for messages sent through your WhatsApp Business Account and bills you directly. Rates vary by country and message category — click View Meta's WhatsApp pricing on the WhatsApp settings page, or go to business.whatsapp.com/products/platform-pricing to check the rates for your country before you start sending.
Can I send images and documents via WhatsApp?
Can I send images and documents via WhatsApp?
Yes. You can attach images, videos, documents, and audio files to WhatsApp messages during the 24-hour window. Note that WhatsApp limits attachments to one file per message — if you attach multiple files, Lupa sends them as separate messages automatically.
Do clients need to give separate consent for WhatsApp marketing?
Do clients need to give separate consent for WhatsApp marketing?
Yes. WhatsApp marketing consent is recorded separately on each client record, alongside Email, SMS / Text Messages, and Post / Mail. A client who has opted in to email marketing is not automatically opted in to WhatsApp — you or the client must tick WhatsApp explicitly.
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