WhatsApp Hubs

With this guide you will learn how to create and configure a WhatsApp Outbound Hub to automate customer service. Let's get started!

Before You Begin!

Before creating the Outbound Hub you will need to meet the following requirements:

• Have a campaign created.
• Have the WhatsApp channel activated and configured.
• Have a WhatsApp connector created and working.

Check the connector before starting

You can verify the connector status in the Connectors section to make sure it is working correctly.

How to Create the Outbound Hub?

Is everything ready? Let's start creating the Outbound Hub! It is very simple and requires a basic configuration.

1. First, access the Administrator Menu and go to the Automations section.

2. Once here, click the New button in the upper right corner.

3. A form will appear where you must fill in the required information. Below is an explanation of each tab and its respective fields.

Once you select the channel, several tabs will appear where you can make modifications or keep the default configuration.

How to Configure the Hub?

Below we show you the available configurations.

Basic

In this tab you must enter and configure the basic information for the Hub.

• Enabled: here you can enable or disable the Outbound Hub — it can only function if enabled.
• Name: the name that identifies the Outbound Hub.
• Campaign: select the campaign you want to associate with the Outbound Hub. Only campaigns that have the WhatsApp channel activated and configured with a connector will appear.
• Channel: depending on the selected campaign, the enabled channels will be displayed. For this case, select WhatsApp.

Important

Once the Hub is created, you will not be able to modify any parameters in the Basic tab.

Configuration

Here you configure the HSM template that will be used by default for all lists uploaded to the Hub.

• Template: here you can select the HSM template that will be sent for all lists uploaded to the Outbound Hub. Only templates approved by Meta and enabled in uContact for the associated campaign will appear. When uploading each list you can also choose a different template; in that case, the one selected in the list takes priority over the one configured here.

What are HSM templates?

HSM templates are predefined templates that must be approved by Meta before they can be sent through the WhatsApp Business API. They are required to initiate conversations with customers or when more than 24 hours have passed since the last message the customer sent you; after that time, WhatsApp does not allow free-text messages and only accepts approved templates. They are synced from the connector and enabled in the campaign.

How to sync HSM templates?

Check the Gupshup WhatsApp guide to learn how to sync templates from your provider.

Schedule

You can define a custom schedule so the Hub processes contacts only during the intervals you configure, within the campaign's schedule.

Don't know how to create a custom schedule? Learn how to create one with this guide

How to Upload a List?

Lists are uploaded from Statistics → Outbound Hubs → Hub. For the complete step-by-step guide, check the list management guide.

Frequently Asked Questions

How do I get HSM template approval?

Templates are created and submitted for approval directly from the Gupshup portal. Once approved, you can sync them in uContact from the connector. Approval can take from hours to days.

Can I personalize the message for each contact?

Yes, using the HSM template variables. When uploading the list and completing the Match step, you can map each variable to a column in your file. For example, in a template with "Hello 1, your order 2 is ready", you can assign 1 to the "name" column and 2 to the "order_number" column of your list.

What format should phone numbers be in?

Numbers must be in international format without symbols. For example: 598091234567 (country code + area code + number). Do not include the + symbol, spaces, dashes, or parentheses.

Can I pause message sending?

Yes, from the Hub dashboard you can pause active lists at any time and resume them when needed.

Does the Hub respect the campaign's schedule?

Yes, the Hub always respects the campaign's schedule. Additionally, you can configure a custom schedule in the Schedule tab that will work within the campaign's schedule range. If you do not configure a custom schedule, the Hub will work during the entire campaign schedule.

What happens if a message fails to send?

Failed messages are recorded in the system and you can check them from the Hub dashboard. Reasons may include: invalid number, unapproved HSM template, suspended WhatsApp Business account, among others.

Can I delete a WhatsApp Hub?

Yes, you can delete a Hub as long as it does not have active lists in the process of sending. You must first pause or finish all active lists.