Use this guide to connect WhatsApp Business to Hostaway and understand the setup required before sending guest messages through WhatsApp.
Before You Begin
When you connect WhatsApp Business via Hostaway, you can either connect an existing WhatsApp Business number or use a new one:
- Existing WhatsApp Business number (WhatsApp Business App): you can connect it to Hostaway directly using the Connect your existing WhatsApp Business App option. You do not need to delete your WhatsApp Business account first.
-
Plain/personal WhatsApp number (regular WhatsApp, not WhatsApp Business): this number must not be linked to any WhatsApp account. Either:
- Disconnect the number that you want to use from any WhatsApp account that it is linked to, before starting the integration, or
- Purchase a dedicated number for this integration.
You will need the following to set up your own WhatsApp Business integration with Hostaway:
A Facebook account
Before or during the setup process, you will end up needing/creating the following:
A WhatsApp Business Platform account
NOTE: We recommend completing this integration process on a desktop/laptop to avoid network request errors in Meta's interface when using mobile devices such as phones or tablets.
Guided steps to set up WhatsApp Business via Hostaway
To make use of WhatsApp Business via Hostaway, please go through the following 2 guides:
How to send WhatsApp Business messages via Hostaway
Once the templates are approved, you can now use them via our inbox to start conversations with your guests.
All messages will now come from your phone number, with your own branding.
Keep in mind that the same restrictions apply as with any WhatsApp Business API integration:
According to WhatsApp's Business rules, to start a conversation with your guest, a pre-made message template would actually need to be used.
If a guest has sent you a WhatsApp message — whether it is a reply to one of your outbound messages, or they have initiated communication themselves — you will have a 24-hour window (sometimes called a “24-hour session”) to send your guest messages that don’t need to use a template.
For instance, you have started a conversation using a template and your guest has replied. You will have 24 hours to continue the conversation freely starting from the last guest reply. After 24 hours have passed with no further guest messages, and if you wish to continue the conversation, you will need to use a WhatsApp-approved template again.
WhatsApp Integration: Important Restrictions
Rate limits:
As of June 2024, WhatsApp Business API (now called WhatsApp Business Platform) uses a conversation-based pricing model. Here’s how the free messaging works:
-
Free Tier Allowance
1,000 free conversations per month per WhatsApp Business Account (WABA).
This allowance resets monthly.
The free tier applies regardless of the number of phone numbers connected to your WABA.
Both user-initiated and business-initiated conversations are included in the free tier.
Important Notes
A conversation is a 24-hour window of unlimited messages between your business and a customer, starting from the first message.
After the 1,000 free conversations are used, you will be charged according to WhatsApp’s regional pricing.
Important: You will need to add a payment method on Meta’s business site to be able to start a conversation, even if you’re in the free tier.
Setup Restrictions
Phone Number: You cannot use the same phone number on both the regular WhatsApp mobile app and Hostaway, due to Meta's limitations. A number already used in the WhatsApp Business app can be connected to Hostaway using the Connect your existing WhatsApp Business App option, and you can keep using your WhatsApp Business app.
Message Sync: Only messages received after connecting your WhatsApp Business account will sync with Hostaway. Previous conversations will not be imported.
Product Limitations
Reservation Conversations Only: Currently, only conversations linked to reservations appear in the Hostaway dashboard.
A solution for this is actively in development.No Automation Yet: WhatsApp cannot be used for automations at this time.
This feature is planned for release in 2026.No Video Attachments: You cannot attach videos directly to WhatsApp messages sent via Hostaway.
We are not currently working on a solution for this, but you can share Google Drive links as an alternative.