WiserReview can send your review requests on WhatsApp, from your own WhatsApp Business number.
Customers see the message from your business name, not from WiserReview. Meta bills you directly for the messages, and WiserReview does not charge for them.
You connect with one button and a short Facebook window, then pick the messages you want to send. You don’t need to create a Meta app or copy any IDs or tokens. Setup takes about 5–10 minutes, plus Meta’s review of your messages.
Before you start
- A Facebook account that can manage your business on Meta. If you don’t have a Meta business portfolio yet, you can create one during setup
- A phone number for WhatsApp that can receive an SMS or voice call for verification
- Your customers’ phone numbers, with country code, on their orders. Without one, no WhatsApp message can be sent
Important: a number you connect here is used by the WhatsApp Business Platform. It can no longer be used in the WhatsApp or WhatsApp Business app on a phone. If you still need the app, connect a separate number.
Step 1 — Open the WhatsApp integration
- In WiserReview, go to Integration in the left menu
- Find Whatsapp in the list
- Press Integration next to it
Step 2 — Connect your WhatsApp number
- Press Connect WhatsApp. A Facebook window opens
- Log in with the Facebook account that manages your business
- Choose your business portfolio, or create a new one
- Choose your WhatsApp Business account, or create a new one
- Add your phone number and your display name. The display name is what customers see on your messages, so use your store’s name
- Enter the verification code Meta sends by SMS or voice call
- Review the permissions WiserReview asks for and press Continue to finish
When the window closes, the card shows Connected with the business name and number messages are sent from.
If you close the window before the last screen, nothing is connected. Press Connect WhatsApp again to start over.
Finish setup in Meta
- Required: add a payment method to your WhatsApp Business account. Meta bills you for each message, and without a payment method your messages are not delivered. Follow Meta’s guide: How to add a credit card to your Messaging account
- Optional: verify your business with Meta. It lets your daily sending limit grow sooner and is needed for the green tick. Follow Meta’s guide: Verify your business in Meta Business Suite
Step 3 — Add the messages you want to send
WhatsApp only lets businesses start a conversation with a message template that Meta has approved. WiserReview has four ready-made messages. Each card shows a preview of what the customer sees, with sample values.
| Message | What it’s for | Button |
|---|---|---|
| Order fulfilled | Sent when the order is fulfilled | Write a review |
| Follow-up | A reminder when no review came in | Write a review |
| Media request | Asks for a photo or video of the product | Add photos |
| Incentive | A thank-you discount code, sent after the review is submitted | None |
The buttons open your review form.
- Under Message templates, press Use template on the message you want
- A window asks you to confirm. Press Create template
WiserReview creates the template in your WhatsApp Business account and sends it to Meta for review. The card then shows Added, and the message appears in the Templates table below. Repeat for each message you want to send.
Meta usually reviews a template within a few minutes. It can take up to 24 hours.
Step 4 — Turn on the approved messages
The Templates table lists every message you added:
- Template name: the name in your WhatsApp account, for example
wr_order_fulfilled - Status: Meta’s review result. It updates by itself when Meta decides
- Active: turns the message on or off. Each message has its own switch, so several can be on at once
- Configure edits the message (see Step 5). The delete icon removes it
| Status | What it means |
|---|---|
| In review | Meta is reviewing the message. It can’t be sent yet |
| Approved | Ready to send. Turn on Active |
| Rejected | Meta didn’t accept it. Edit the message in Configure and update it to send it for review again |
| Paused | Meta paused it because customers reported or blocked it. Edit the message to improve it |
| Disabled | Meta stopped the template for good. Delete it and add the message again |
Only Approved messages can be sent. A message that isn’t approved stays unsent even when its switch is on.
Step 5 — Edit a message (optional)
- Press Configure next to the message
- Change the text under Message. Select words and use the B, I or
Sbuttons for bold, italic or strikethrough - To add a customer or order detail, place the cursor and click a variable under Variables
- Check the Preview on the right. It shows the message with sample values
- Press Update template
An edited message goes back to Meta for review. Its status changes to In review and it is turned off until Meta approves it again.
View in WhatsApp Manager opens the same template in your Meta account.
When you can edit
- Only Approved, Rejected or Paused messages can be edited. While a message is In review, wait for Meta’s decision
- An approved message can be edited once every 24 hours, and up to 10 times in 30 days. Rejected and paused messages have no limit
Variables
| Variable | What it fills in |
|---|---|
{{customer_name}} |
The customer’s first name, for example John |
{{product_name}} |
The product they bought |
{{business_name}} |
Your store’s name |
{{order_id}} |
The order number |
{{discount_value}} |
The discount, for example 10%. Incentive message only |
{{discount_code}} |
The discount code. Incentive message only |
Writing rules
WhatsApp checks every message before approving it. WiserReview checks these rules when you press Update template, and tells you what to fix:
- Up to 1024 characters
- Use only the variables listed under Variables, written exactly as shown, and each one only once
- Don’t start or end the message with a variable. Put words before the first one and after the last one
- Put words between two variables
- Use enough words for the number of variables. A short message with many variables is rejected
- Don’t ask customers for sensitive details, such as passwords or card or bank numbers
- Order fulfilled, Follow-up and Media request must keep
{{order_id}}and avoid promotional words, such as discount, sale, offer, free or a percentage. Meta approves order updates at the lower price only when they name the order and don’t promote anything
What it costs
- Meta charges per template message delivered, at a price that depends on your customer’s country
- Order fulfilled, Follow-up and Media request are Utility messages. Incentive is a Marketing message, because it offers a discount, and costs more
- Meta bills you directly. Add a payment method in Meta Business Suite → Billing & payments → your WhatsApp Business account. WiserReview does not add any charge for WhatsApp messages
- Meta can move a Utility message to Marketing if it reads as promotional. You will see the category change in WhatsApp Manager
Delete a message
Press the delete icon next to the message. It is removed from WiserReview and from your WhatsApp Business account.
If Meta had approved it, Meta doesn’t let you add a template with the same name for 30 days. Until then, adding that message again may fail.
Disconnect WhatsApp
Press Disconnect on the WhatsApp card and confirm. Review requests stop going out from your number, WiserReview’s access to your WhatsApp Business account is removed, and the messages added here are removed from WiserReview. Your number and templates stay in your Meta account.
Troubleshooting
The Facebook window closes without connecting
- Press Connect WhatsApp again and go through every screen until the end
- Allow pop-ups for WiserReview in your browser
My number can’t be added
- The number may still be registered in the WhatsApp or WhatsApp Business app. Delete the account from the app first, or use another number
A message stays In review
- Meta can take up to 24 hours. The status updates by itself when Meta decides
- You can’t edit a message while it is in review
Meta rejected a message
- Open Configure, check the wording against the Writing rules above, and press Update template
- Remove offers, discounts or pushy wording from Order fulfilled, Follow-up and Media request
- Open View in WhatsApp Manager to see Meta’s reason
Update template says I can’t edit yet
- An approved message can be edited once every 24 hours and 10 times in 30 days. Try again later
Review requests are not being sent
- Check the message status is Approved and its Active switch is on
- Check a payment method is added to your WhatsApp Business account in Meta
- Check the order has a customer phone number with its country code
- Check Meta has approved your display name
Only a few messages go out each day
- New numbers start with a daily limit. Meta raises it automatically as you send good-quality messages. See WhatsApp Manager → Messaging limits
Things worth knowing
- Messages come from your own number and show your display name
- A green tick appears only if Meta verifies your business
- Customers can reply to your number. Replies go to your WhatsApp account, not to WiserReview