Used by over 2 billion users worldwide, WhatsApp Business supports vacation rental businesses of all sizes. OwnerRez's WhatsApp Business integration lets you connect directly with your guests in the OwnerRez Inbox. However, this integration does not support group messages.
OwnerRez's integration with WhatsApp Business is designed for ad-hoc guest communication and currently does not support group messages, or OwnerRez template and trigger features.
If you haven't already, be sure to review our Messaging Overview support article.
- Account Types
- Phone Numbers
- Setup & Connecting
- Verify Your Business (recommended)
- What's Next
- Emoji Reactions
- Troubleshooting
- How do I handle continued WhatsApp errors with my account?
- I received an email from Meta stating, "We restricted your business," and I cannot complete the WhatsApp connection in OwnerRez.
- Some of my pre-configured WhatsApp Business account templates are no longer sent after I've connected my WhatsApp business account with OwnerRez.
- WhatsApp changed my Utility template category to Marketing. How do I change my WhatsApp Template category?
- Can I edit my WhatsApp templates?
- OwnerRez notified me that my WhatsApp integration has been disconnected. How do I reconnect?
- How do I handle the "General error(s). WhatsApp provided number needs display name approval before message can be sent." error?
- How do I handle the "Failure Reason(s): Business account is restricted from messaging users in this country. - Business account is restricted from messaging users in this country." error?
Account Types
You can connect OwnerRez's WhatsApp integration in the following ways.
- Option 1: Use your existing WhatsApp Business account to connect it to OwnerRez and continue using both your WhatsApp Business mobile app and OwnerRez simultaneously.
- If you'd prefer to use the WhatsApp Business mobile app alongside OwnerRez, we recommend downloading the app and setting up your account there first, then connecting to OwnerRez.
- Option 2: You don't have a WhatsApp Business account - connect using a number you own
- You can create a new WhatsApp Business account directly during the OwnerRez connection - no need to set up the WhatsApp Business app separately, and it will result in WhatsApp communication only being routed through the OwnerRez inbox. You will not be able to use the WhatsApp Business app alongside OwnerRez.
- During the connection flow, you may use an existing number. If you want to switch your WhatsApp number, it could be offered, but it isn't available to everyone. Note that your message history may or may not transfer; we've seen both. Read the screen carefully. Using a new number avoids this uncertainty.
- Option 3: You don't have a WhatsApp Business Account or a number you own to use for connection purposes
- During the connection flow, users with existing Meta Business profiles are often presented with a "Display Name Only" option. If you choose this, Meta will assign you a virtual number rather than using one you own. This option is not offered to everyone. If you are presented with this option and choose it, your WhatsApp conversations will only be accessible through OwnerRez, as with Option 2 above.
If you have a consumer WhatsApp account, you can convert it to a WhatsApp Business account prior to connecting to the OwnerRez WhatsApp connection by following the instructions in WhatsApp's Help Center article, How to move your WhatsApp Messenger account to the WhatsApp Business app.
Phone Numbers
You can use your regular business phone number or an OwnerRez SMS number to connect to WhatsApp if you can receive verification codes via text or call at that number. If using your OwnerRez SMS number, be sure to configure call forwarding in your SMS settings.
Download and install the WhatsApp Business App on your phone, then verify it using your OwnerRez SMS phone number by selecting the "Call with code" option during account verification and answering the call before it goes to voicemail.
Setup & Connecting
Before attempting to connect WhatsApp in OwnerRez:
- Log in to your Facebook/WhatsApp accounts in another browser tab or app.
- Disconnect any other third-party messaging software that you have connected to WhatsApp.
In OwnerRez, navigate to Settings > Messaging > WhatsApp > Connect WhatsApp.
Connect your WhatsApp account to OwnerRez by clicking Continue.
In the WhatsApp Business account dropdown list, select one of the following.
- Create a new WhatsApp Business account. If creating a new WhatsApp business account, you may need to enter more information about your business (e.g., Name, Country, Website, etc.).
- Connect your existing WhatsApp Business account by clicking on Connect a WhatsApp Business App.
Complete your business profile by entering your business name, country, business website, and clicking Next.
Enter your business phone number and click Next.
Click Next on the "Enter your WhatsApp Business phone number" page.
Confirm your phone number and/or select your timezone.
- New WhatsApp Business account users will continue their connection only in OwnerRez.
- Existing WhatsApp Business accounts can use their WhatsApp Business app to scan the QR code.
If using your WhatsApp Business app, connect to OwnerRez by clicking OK.
If using the WhatsApp Business app, decide whether to share all or none of the chat history, then tap Confirm.
If using the WhatsApp Business app, tap on Connect to the Business Platform.
If you are using the WhatsApp Business app, you may need to rescan a QR code to complete the connection.
Review what you'll share with OwnerRez and click Confirm.
Connecting your WhatsApp Business account may take a few moments. When your account is connected, click Finish. Optionally, you can add a credit card by clicking the Add Payment Method button.
Your WhatsApp Business account connection will be initiated, pending, and under review by WhatsApp.
Before you can begin messaging on WhatsApp, OwnerRez will need to verify your business and/or system message template. You will receive an email at the email address associated with your Facebook account, with the subject line of "Your WhatsApp message template state has been changed," when this is complete.
Verify Your Business (recommended)
OwnerRez recommends that hosts verify their business with Meta Business Suite to ensure that they can access more WhatsApp business capabilities. Verify your business by following the instructions in the How to verify your business in Meta Business Suite help center article.
What's Next
Depending on your chat history selection during the connection process, older WhatsApp contacts and messages, as well as contact information from before OwnerRez was connected, will be automatically pulled into the Inbox. However, OwnerRez guest contact information is not synced to your WhatsApp contact list, and you may not be able to respond in the Inbox until your business is fully verified by Meta, a process that can take 12-24 hours.
Most users with existing WhatsApp Business accounts can engage in guest conversations in both the WhatsApp app and the OwnerRez Inbox. In contrast, those who create a new WhatsApp Business account through OwnerRez may be limited to communicating with guests within the OwnerRez Inbox, much like SMS messaging.
You can also connect your WhatsApp Business account to your Facebook account. For instructions, see Meta's How to add a WhatsApp Business account to a Facebook Page Help Center article.
Emoji Reactions
Hosts can react to WhatsApp messages in the Inbox by hovering over a message to add a reaction. Reactions can only be added within the 24-hour window after the guest's last message.
Troubleshooting
How do I handle continued WhatsApp errors with my account?
If you continue to have WhatsApp account errors, ensure your WhatsApp Business Account has a valid payment method, tax information, time zone, and currency configured. You must have Finance Manager permissions to make these changes.
If that doesn't help, contact Meta directly via chat at the bottom of your WhatsApp Billing & payments page.
I received an email from Meta stating, "We restricted your business," and I cannot complete the WhatsApp connection in OwnerRez.
Navigate to business.facebook.com by clicking the Request Review link in the email you received from Meta. This is the central management portal where users can view their account status and submit an account Review Request, which includes ID verification and can take up to 4 days to process, according to Meta.
After Meta has reviewed and reinstated your account, you should receive an email with the subject "URGENT: Your Business Account’s advertising access was reinstated."
Some of my pre-configured WhatsApp Business account templates are no longer sent after I've connected my WhatsApp business account with OwnerRez.
If you had pre-configured WhatsApp Business account templates set up in your account before connecting with OwnerRez, those templates may be disabled during the connection process. You may be able to re-enable those templates in your WhatsApp Business app.
WhatsApp changed my Utility template category to Marketing. How do I change my WhatsApp Template category?
The OwnerRez WhatsApp integration automatically configures your templates to the Utility category. Once the initial Utility template is approved by Meta, they may arbitrarily change the template category to Marketing. What's the difference between Utility and Marketing template categories?
- Marketing templates – Enable businesses to achieve a wide range of goals, from generating awareness to driving sales and retargeting customers.
- Utility templates – Enable businesses to follow up on user actions or requests, since these messages are typically triggered by user actions.
Some users may encounter WhatsApp message failures, such as "New message start template failed: This message was not delivered to maintain healthy ecosystem engagement. - In order to maintain a healthy ecosystem engagement, the message failed to be delivered." This indicates that Meta (WhatsApp) blocked your message to prevent spam and protect the user experience, in line with its Per-User Marketing Template Limits. This means the recipient has received too many marketing messages recently without responding, or that your message was categorized as marketing by Meta and flagged as low engagement. This is a temporary restriction, not a permanent ban on your account, but it indicates that your current messaging approach is too aggressive according to Meta's guidelines.
When Meta reclassifies a WhatsApp template category (e.g., from Utility to Marketing), hosts will receive an OwnerRez system alert email that includes a direct link to appeal the classification in Meta Business Support.
At the start of my WhatsApp connection flow, Facebook sent me a 2FA code, but I never received it, even after I tried "try another way."
As advised in the Setup & Connecting section, we suggest that you log in to your Facebook account in another browser tab or app. However, if you have multiple linked Facebook profiles (with the same login credentials), you may not receive the 2FA code sent by Facebook, or you may not successfully receive the 2FA code even after you attempt to "try another way."
We recommend checking your Facebook account to ensure you are logged in to the correct profile so that you can receive Facebook's 2FA code.
Can I edit my WhatsApp templates?
No. WhatsApp templates cannot be edited in OwnerRez, and editing templates in the WhatsApp Manager may result in template errors in your OwnerRez WhatsApp connection.
OwnerRez notified me that my WhatsApp integration has been disconnected. How do I reconnect?
Occasionally, your WhatsApp integration may be disconnected by OwnerRez due to inactivity or other issues. You can view your WhatsApp settings by clicking on the View WhatsApp Setting button in the email notification sent by OwnerRez.
Or you can navigate directly to your WhatsApp connection by going to Settings > Messaging > WhatsApp > clicking on your disconnected WhatsApp connection, and clicking the Reconnect button.
The Reconnection process is an abbreviated version of the initial Setup & Connecting process.
How do I handle the "General error(s). WhatsApp provided number needs display name approval before message can be sent." error?
Users may receive this error when Meta/Facebook has not approved all of their business display names. To handle the error, you'll need to complete Meta Business Verification for approval to proceed.
To do this, navigate to your Meta Business Manager and complete the Business Verification process, which will ask you to upload one item from each of the two required document categories from their accepted document list.
Once verification is submitted, Meta/Facebook will make its decision within a few business days. Upon approval, your display name will automatically transition to APPROVED, and message traffic should flow normally again.
How do I handle the "Failure Reason(s): Business account is restricted from messaging users in this country. - Business account is restricted from messaging users in this country." error?
Hosts that receive this error should verify their business with Meta Business Suite by following the instructions in the Verify your Business section.