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WhatsApp FAQ

Do parents need to install an app?​

No. They receive WhatsApp messages and follow links to your website/Client Profile.

Can we choose which sessions send on WhatsApp?​

Core touchpoints are pre-wired and also send email. You can edit template content/language; triggers are fixed for consistency.

Can we keep using our mobile WhatsApp Business app on the same number?​

No. An API-connected number cannot be used in the mobile app. Many brands use two numbers (automation vs. ad-hoc mobile).

How do we increase message limits?​

Complete Business Verification in Facebook Business Manager to unlock higher tiers.

Can I create my own custom WhatsApp message templates?​

Yes. Zooza supports custom WhatsApp templates for common ad-hoc scenarios, such as venue changes, class cancellations, or reminders. Custom templates are created by Zooza for your account and must be approved by Meta before they can be sent.

The approval process typically takes 1–2 business days. During that window, the template is visible in your account but cannot be sent. Once approved, you can use it at any time.

To request custom templates, contact your Zooza account manager and provide:

  • The scenario you want to cover (e.g. "class cancelled tomorrow")
  • The message wording you want to use
  • Whether any placeholder variables are needed (e.g. session date, venue name)

What formatting is supported in custom WhatsApp templates?​

WhatsApp Business API templates have significant formatting restrictions compared to regular WhatsApp messages. HTML is not supported. Standard formatting like bold, italics, and line breaks is supported using WhatsApp's own syntax, but rich layout (links rendered as buttons, embedded images, etc.) is not available in standard text templates.

Keep messages short and plain-text-friendly. If your message is long, consider splitting it or directing clients to an email for detailed information.

I sent a WhatsApp message but trial clients did not receive it — why?​

When composing a WhatsApp message via Communication → Compose, the default audience includes clients with an active enrolment. Clients with a Trial booking status are in a separate group and must be messaged separately.

See the email FAQ for the full workaround — the same limitation applies to WhatsApp sends.

Where do I find my WhatsApp templates?​

Go to Communication → WhatsApp → Templates. Both the default Zooza templates and any custom templates approved for your account are listed there.