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
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.
In the Dialpad app, select the WhatsApp icon
In the From: field, select the Digital Contact Center that you want to send the mass message from
Select Upload CSV to add the contact list
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Define the CSV details
The phone number column is mandatory and must contain numbers written in an E.164 format.
The CSV cannot contain more than 50 contacts.
Determine which column contains phone numbers, and name the contact list
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Select Save
Select a template
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Review the preview, then select Send
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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.
Add recipients manually
You can also manually add recipients when sending a bulk message in WhatsApp.
To add recipients, go to your Dialpad app.
Select the WhatsApp icon
In the “To” field, enter the phone numbers or select from your existing contacts
You can include up to 50 contacts when sending a bulk WhatsApp message.
Use templates with variables
Bulk WhatsApp messages support message templates with variables for personalized communication.
Note
Contact our Professional Services team to get your templates set up.
Choose a message template
Go to the message template dropdown in the composer. Your templates will appear here once they’re ready, along with your custom variables.
Map template variables
Set up your template variables based on how your contacts were added.
For manually added contacts, fill in the variable fields based on your template.
For CSV uploaded contacts, map each column to the corresponding template variable.
Notes
The variable fields may differ depending on your setup and the template you’re using.
Messages are sent separately to each recipient.
Once your variables are complete, your bulk message is ready to send. The preview image shows how the message will appear to your customers.
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.