Using Bulk WhatsApp Messaging

Save time and energy by using WhatsApp to send messages in bulk from your Digital Contact Center. Agents can send up to 50 messages at once, with just one press of the send button. Each message is individually sent using your company's pre-approved templates, guaranteeing consistent formatting and branding for every personal conversation

Let’s dive into the details.

Who can use this feature

Bulk WhatsApp messaging is available to users with a Digital Contact Center.
This feature must be configured by Dialpad’s Professional Services team.

Send a bulk WhatsApp message

To send bulk WhatsApp messages, first, you’ll need to create a contact list.

1. In the Dialpad app, select the WhatsApp icon

   

2. In the From: field, select the Digital Contact Center that you want to send the mass message from

3. Select Upload CSV to add the contact list

   

4. Define the CSV details

   1. The phone number column is mandatory and must contain numbers written in an E.164 format.

   2. The CSV cannot contain more than 50 contacts.

5. Determine which column contains phone numbers, and name the contact list

   

6. Select Save

7. Select a template

   

8. Review the preview, then select Send

   

That’s it! These messages will be sent individually, as one-to-one messages, using your pre-loaded WhatsApp template.

When recipients respond to your message, their replies will appear in the Active panel of the agent’s dashboard.

Frequently asked questions

Why don’t I see the option for bulk messages when using WhatsApp?

Bulk WhatsApp messaging is an option for all Digital Contact Centers, but it isn't enabled by default. Dialpad's Professional Services team must activate it, set up digital workflows, and help you design templates tailored to your specific needs.

Is there an additional cost to use Bulk WhatsApp messaging?

As this feature must be configured by our Professional Services team, there is an additional cost. Please reach out to your Customer Success Manager, or our Sales Team, for more details.

Can any message be turned into a WhatsApp template?

No. Dialpad’s Professional Services team must set up templates, and Meta must approve message content to ensure compliance with WhatsApp's policies.

Can I send a message to more than 50 recipients at once?

Not at this time.