TableCheck's WhatsApp integration allows venues to connect with guests on their preferred messaging platform. Utilizing WhatsApp for guest communication is highly effective in regions where emails and standard SMS are less commonly used, and it is most usually more cost-effective than SMS messaging.
This integration supports two primary functions:
- Transactional Messages: Automated updates regarding reservation statuses (e.g., booking confirmations, cancellations).
- Marketing Messages (EDM): Targeted promotional campaigns, event invitations, and special offers.
This article covers the following topics:
Pre-Setup Requirements Checklist
Before beginning the integration of your TableCheck system to WhatsApp, the following prerequisites must be met.
| ① TableCheck User Access |
The user configuring the setup must have the Modify EDM Campaigns (WhatsApp) and Modify WhatsApp Templates role permissions on their TableCheck account. | ||||
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| ② WhatsApp Admin Access |
The user must have Administrative access to their WhatsApp account via Meta Business Suite. This can be verified by attempting to access this URL. If this link can't be opened, you do not have administrative access to the WhatsApp account. |
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| ③ New Dedicated Phone Number |
You must provision a new phone number capable of receiving SMS for initial verification. This number must not currently have the WhatsApp app installed and must not be in use for any other WhatsApp integrations. Reusing an existing WhatsApp number will cause the setup to fail. |
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| ④ New WhatsApp Business Account (WABA) |
Please acknowledge that you can not use an existing WABA, and you must not manually create a new WABA for this integration. During the integration process, you will be prompted to select a WABA to link, where you must choose the available option to create a new WABA at that time. |
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| ⑤ WABA Logistics |
If your franchise includes multiple venues, such as in the case of a hotel, decide whether you want to have just one representative WABA to send messages from, or multiple WABAs between venues.
You are not locked into the decision you make at first.
You can start with a single WABA for your franchise or just your franchise and flagship venues, then add more as you get used to the tool or find that your team is capable of handling more. |
Step-by-Step Configuration Guide
1. On TableCheck Settings, click Messaging on the left panel and again select Messaging Apps under it.
2. Click on the on the WhatsApp button to begin.
3. Indicate the Sender Name to be displayed, Venue(s) to apply this integration for, as well as the Languages you would like supported for your transactional messages, before clicking on Connect.
4. Click on Continue when the Meta permission window appears to proceed.
5. Proceed to follow the instructions in the pop-up here to proceed.
6. Upon successful completion connection of the WABA account, create on Create to complete the integration.
7. After the integration is completed, kindly reach out to your TableCheck Support team to assist with the necessary testing before fully launching the feature as live.
WhatsApp Transactional Messaging
Transactional messages are automated notifications triggered by guest interactions — such as reservation confirmations, reminders, and updates.
These messages often feature interactive buttons such as "Modify your reservation" or "Give us a call".
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When creating a new reservation, you will be able to select WhatsApp as the method of communication. How this appears may vary depending on the default settings you choose for your venue. |
Default Transactional Messages
Default messages are pre-approved, pre-loaded templates that can be sent immediately. These are available even when using a TableCheck-managed number (the free option).
Pre-loaded default transactional messages that are automatically activated to be sent to guests, and can be found in the System Templates tab.
They will automatically become Live once Meta checks them for your use, from which time they can start being sent to your guests.
Customized Transactional Messages
It is also possible to send branded or customized transactional messages.
Your venue must use its own dedicated Custom Number and additional fees are applicable in order to utilize customized transactional templates.
1. To begin, click on the Copy option found upon clicking any of the default preset transactional templates in the System Templates tab.
2. Fill in the template with the customized text you wish to apply and click on Save.
A preview of the text will appear on the right hand side of the screen.
3. Upon saving new customized templates, the system will automatically submit the template to Meta for review.
Once approved, the message template will appear in the Custom Templates tab where you can activate it as the message to be sent to guests when the selected triggering event occurs.
Please note, every customized message template must be reviewed and approved by Meta before it can be sent to guests.
This approval process can take up to 24 hours, and its status can be checked on the messages dashboard.
If a message template is reviewed and returned by Meta marked as a “marketing” message, the system will block you from activating it.
To resolve this, try adjusting the wording of your message to be less promotional and save it again to resubmit to Meta. Alternatively, if you are confident that you want to proceed with the previous template, please contact global-support@tablecheck.com for assistance.
WhatsApp Marketing
The WhatsApp marketing tool is an extension of TableCheck's powerful EDM capabilities.
You can design custom messages and send them to highly specific groups of guests using detailed filters based on guest behavior, preferences, and tags.
Sending marketing messages via WhatsApp is typically much more expensive than sending transactional messages, so make sure to be aware of how much it costs within your region as you consider your marketing strategy (see Regional Message Pricing Guidelines).
For detailed information about how to design and send WhatsApp marketing campaigns, kindly refer to our TableCheck WhatsApp Marketing Guide article.
Billing and Usage Fees
Kindly refer to the following charges that may be applicable with the use of the WhatsApp Integration.
| ① Message Billing |
Meta charges based on conversations (1 chat bubble = 1 message). Marketing messages cost significantly more than standard transactional messages due to multiple chat bubbles utilized. Failed messages are not charged. |
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| ② Custom Number Maintenance Fee |
A dedicated custom WhatsApp Number (e.g. the restaurant’s own account) is required to send customized messages of any kind, such as marketing. Meta charges a monthly $20 USD per month, per number fee to maintain a custom WhatsApp number. If multiple venues within a hotel share a single number, this fee is only paid once.
If you choose to send messages from a TableCheck-managed number, this monthly custom number fee does not apply, but only default, non-customized transactional messages can be sent. |
| ③ TableCheck Invoicing |
TableCheck does not charge any performance or conversion fees for WhatsApp. Billing for messages sent will occur on your usual billing schedule alongside other pay-as-you-go services. Pricing may fluctuate based on Meta's global rate updates. |
Frequently Asked Questions & Troubleshooting
Can WhatsApp senders be branded with a name/icon, so it shows up when the message is received?
Yes, but this is managed in the WABA configuration, not from TableCheck.
Can I recall or pause a message that is currently sending?
Once a guest receives a message on their device, it cannot be recalled. The ability to pause an active outbound campaign is under consideration for future TableCheck releases.
Can I use an existing WhatsApp Business Account or phone number?
No. We strongly require a new WABA with a brand-new phone number for this integration. Repurposing existing accounts carries significant technical risks, and TableCheck support cannot assist with migrating existing WABA numbers or troubleshooting third-party integration conflicts.
Is there a limit on how many marketing messages I can send at once?
While TableCheck does not cap your sending volume natively, Meta actively monitors and penalizes accounts exhibiting "spammy" behavior. We highly recommend focusing on high-quality, targeted messaging rather than high-frequency mass blasts to protect your account standing.
How can I track the performance of my WhatsApp messages?
A history of sent messages is available in TableCheck Settings in Messaging > Reports > WhatsApp. An advanced WhatsApp Insights dashboard is also under development.
I can’t send the marketing message that I created.
Every message must go through a review by Meta before it can be sent. Clicking Save on a message you created automatically submits it to Meta for review, but approvals can take up to 24 hours so you may not be able to send a marketing message immediately after you finish designing it.
Meta didn’t approve my marketing message. Why? What can I do?
If Meta reviews your message and does not approve it, it may be due to content being perceived as violating their policies, which can be checked here. Try editing the content to align better with Meta’s advertising policies.
My WhatsApp Business Account won’t set up correctly in TableCheck.
Make sure you are using a NEW phone number and a NEW WhatsApp Business Account, meet all of the items listed under the Pre-Setup Requirements Checklist, and that you are following the steps under the Step-by-Step Configuration Guide exactly.