> ## Documentation Index
> Fetch the complete documentation index at: https://docs.yuko.so/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp

> Send transactional loyalty messages via WhatsApp Business API through any of 7 supported platforms. Wired into Workflows for points-earned, reward-redeemed, tier-changed and other loyalty events.

<Note>
  **Where to find this:** Shopify admin → Apps → Yuko Loyalty → Integrations → \[your WhatsApp provider]
</Note>

## Introduction

Yuko sends WhatsApp messages from inside [Workflows](/workflows/overview). You pick a WhatsApp Business API provider, connect it once, and use the **[WhatsApp node](/workflows/whatsapp-node)** in any workflow to send template messages — points-earned confirmations, reward redemption alerts, tier-change announcements, win-back messages, anything Workflows can trigger.

Yuko is **provider-agnostic**. Your existing WhatsApp Business API account works as long as it's with one of the 7 supported platforms below.

## What problem this solves

WhatsApp has \~98% open rates. For transactional loyalty moments — a customer just hit a tier, points are about to expire, a referral just converted — email is too slow and SMS is too expensive. WhatsApp is the channel that matches the urgency and personal feel of those messages.

But WhatsApp Business API is a closed ecosystem. You can't send messages directly; you have to go through a Business Solution Provider (BSP). Yuko connects to 7 BSPs so you can use whichever one you already have a contract with.

## When to use

* You already have a WhatsApp Business API account with one of the supported providers.
* You want to send transactional loyalty messages on WhatsApp (not marketing broadcasts).
* You want to be able to switch providers later without rebuilding everything in Yuko.
* You're running [Booster Campaigns](/loyalty/booster-campaigns/overview), [Streak](/loyalty/booster-campaigns/streak) or [Spending Goal](/loyalty/booster-campaigns/spending-goal) campaigns where last-call urgency moves the needle.

## Overview

* Supports **7 WhatsApp Business API platforms** — no lock-in.
* Authentication via the provider's API key (paste once, refresh if rotated).
* Used inside **Workflows** via the WhatsApp node.
* Supports **14 personalisation shortcodes** across Profile / Order / Loyalty groups (e.g., `{{first_name}}`, `{{points_balance}}`, `{{coupon_code}}`).
* Templates are managed **in the provider's own dashboard** — Yuko doesn't host or approve templates.
* The workflow node shows live **Connected / Disconnected** status so you can see at a glance whether your provider is wired up.

## Supported providers

<CardGroup cols={3}>
  <Card title="AISensy" icon="square-a" href="/integrations/aisensy">
    India-focused, cost-effective high-volume Business API.
  </Card>

  <Card title="Zoko" icon="square-z" href="/integrations/zoko">
    Built specifically for Shopify with opinionated onboarding.
  </Card>

  <Card title="WATI" icon="square-w" href="/integrations/wati">
    Global Business API with strong template editor and team inbox.
  </Card>

  <Card title="DelightChat" icon="square-d" href="/integrations/delightchat">
    Multi-channel (WhatsApp + Instagram + email) for support and marketing.
  </Card>

  <Card title="Kwik Engage" icon="square-k" href="/integrations/kwik-engage">
    Multi-channel messaging — SMS, WhatsApp and push.
  </Card>

  <Card title="Engati" icon="square-e" href="/integrations/engati">
    Conversational AI platform with WhatsApp support.
  </Card>

  <Card title="QuickReply.ai" icon="square-q" href="/integrations/quickreply-ai">
    AI-first WhatsApp automation.
  </Card>
</CardGroup>

## Choosing a provider

You don't need to pick a single “best” provider — pick the one you already have a contract with or the one that fits your region, scale and budget. A rough orientation:

| Provider      | Region focus           | Notable for                                     |
| ------------- | ---------------------- | ----------------------------------------------- |
| AISensy       | India / SEA            | Cost-effective, high-volume Business API        |
| Zoko          | Global, Shopify-native | Built for Shopify, fast onboarding              |
| WATI          | Global                 | Strong template editor and team inbox           |
| DelightChat   | Global                 | Multi-channel (WhatsApp + Instagram + email)    |
| Kwik Engage   | India-leaning          | Multi-channel messaging (SMS / WhatsApp / push) |
| Engati        | Global                 | Conversational AI platform                      |
| QuickReply.ai | India-leaning          | AI-first automation                             |

If you don't yet have a provider, evaluate them on: per-message pricing, template approval turnaround, regions covered, and what other channels they support beyond WhatsApp.

## Before you start

<Check>Yuko app is installed on your Shopify store — see [Install Yuko on Shopify](/installation-and-setup/install-on-shopify).</Check>
<Check>The Yuko **Theme App Embed** is enabled in your active theme.</Check>
<Check>Your loyalty program is enabled at **Shopify admin → Apps → Yuko Loyalty → Loyalty → Settings**.</Check>
<Check>Points label and currency are configured.</Check>

<Check>You have an active WhatsApp Business API account with one of the 7 supported providers.</Check>
<Check>You have admin access to your provider's dashboard to retrieve API credentials.</Check>
<Check>You have at least one **approved** WhatsApp template in your provider's dashboard.</Check>

## How to connect

<Steps>
  <Step title="Generate API credentials">
    In your WhatsApp provider's dashboard, generate an API key. **QuickReply.ai** also requires a secret key.
  </Step>

  <Step title="Open the provider integration in Yuko">
    In Shopify admin, go to **Apps → Yuko Loyalty → Integrations**, then click your provider's tile (e.g., **AISensy**, **WATI**, **Zoko**).
  </Step>

  <Step title="Paste credentials and click Connect">
    The provider tile will switch to **Connected**.
  </Step>

  <Step title="Add a WhatsApp node to a workflow">
    Open a workflow, click **+** between two nodes, and pick **WhatsApp**. The node's provider dropdown surfaces any connected provider — select the one you just connected. Configure the template and shortcodes.
  </Step>
</Steps>

See the per-provider page for exact credential-generation steps.

## Using WhatsApp in workflows

The **[WhatsApp node](/workflows/whatsapp-node)** sends a template message the moment a workflow event fires. The node lets you pick:

* Which **connected provider** to use (you can have multiple providers connected and switch per node).
* Which **template** to send (templates come from the provider's dashboard).
* The **shortcodes** to substitute into the template's variables (full catalogue documented on the [WhatsApp Workflow Node](/workflows/whatsapp-node#available-shortcodes) page).

A typical use case: customer hits Diamond tier → workflow trigger fires → WhatsApp node sends a *“Welcome to Diamond, \[first\_name]”* template via Zoko → customer receives the message in seconds.

## What WhatsApp does NOT do today

Being explicit about the limits saves a support ticket later:

* **No marketing broadcasts.** Yuko doesn't send bulk WhatsApp campaigns. Use your provider's own broadcast tool for that.
* **No two-way conversation.** Yuko sends; if the customer replies, the conversation lands in the provider's inbox, not back inside Yuko.
* **No customer-facing earn campaign.** There's no *“share on WhatsApp”* Way-to-Earn campaign today (the original `whatsapp_share` campaign is not enabled).
* **No webhook delivery status.** Yuko doesn't track per-message delivery / read / replied state. The workflow node shows aggregate pending / failed / completed counts only.
* **No template authoring inside Yuko.** Templates are created and approved in the provider's dashboard. Yuko picks from your approved templates.

## Best practices

<Tip>**Connect only the providers you'll use.** Each active connection is one more credential to rotate.</Tip>
<Tip>**Get templates approved before activating the workflow.** WhatsApp Business API rejects unapproved templates at send time, which surfaces as a failed action in the workflow.</Tip>
<Tip>**Reserve WhatsApp for moments that need it.** Tier upgrades, streak warnings, last-call campaign reminders. Not every email moment needs a WhatsApp copy.</Tip>
<Tip>**Respect opt-in.** WhatsApp Business API rules require an explicit opt-in for transactional messages; honour the provider's opt-in flow.</Tip>
<Tip>**Test in a staging workflow first.** Build a workflow that triggers on a Yuko event you can fire from a test customer, and verify the WhatsApp message lands before activating in production.</Tip>

## FAQs

<AccordionGroup>
  <Accordion title="Can I send WhatsApp campaigns to a segment?">
    Not directly from Yuko. Yuko sends WhatsApp inside Workflows — the trigger is a per-customer loyalty event, not a segment send. For bulk broadcasts, use your provider's own campaign tool (which has the proper opt-in and template controls).
  </Accordion>

  <Accordion title="What happens if my provider rejects the template?">
    The WhatsApp node logs the failure and increments the *failed* count on the node. The workflow continues to the next node (if any).
  </Accordion>

  <Accordion title="Can I use multiple WhatsApp providers at once?">
    Yes — connect more than one, and pick the provider per WhatsApp node. Useful if you're migrating providers or testing one against another.
  </Accordion>

  <Accordion title="Where do I create the actual template?">
    In your provider's dashboard. WhatsApp Business API requires Meta to approve every template before it can be sent.
  </Accordion>

  <Accordion title="What customer phone number does Yuko use?">
    The customer's primary phone number from Shopify. If the customer hasn't shared a phone number, the WhatsApp node logs the action as *failed*.
  </Accordion>

  <Accordion title="Can I send media (images, PDFs) over WhatsApp?">
    Depends on the provider and the template type. Yuko relays the template you selected; if the template supports media, the provider's API handles it.
  </Accordion>
</AccordionGroup>

## Related

<CardGroup cols={2}>
  <Card title="WhatsApp Workflow Node" icon="comment" href="/workflows/whatsapp-node">
    The node that actually sends the message — setup, shortcodes, examples.
  </Card>

  <Card title="Workflows" icon="diagram-project" href="/workflows/overview">
    Build a workflow that triggers WhatsApp messages on loyalty events.
  </Card>

  <Card title="Booster Campaigns" icon="rocket" href="/loyalty/booster-campaigns/overview">
    Pair booster campaigns with WhatsApp last-call reminders.
  </Card>

  <Card title="Klaviyo" icon="envelope" href="/integrations/klaviyo">
    Use Klaviyo for email; reserve WhatsApp for the urgency moment.
  </Card>
</CardGroup>

<CardGroup cols={3}>
  <Card title="AISensy" icon="square-a" href="/integrations/aisensy">
    India-focused, cost-effective high-volume Business API.
  </Card>

  <Card title="Zoko" icon="square-z" href="/integrations/zoko">
    Built specifically for Shopify with opinionated onboarding.
  </Card>

  <Card title="WATI" icon="square-w" href="/integrations/wati">
    Global Business API with strong template editor and team inbox.
  </Card>

  <Card title="DelightChat" icon="square-d" href="/integrations/delightchat">
    Multi-channel (WhatsApp + Instagram + email) for support and marketing.
  </Card>

  <Card title="Kwik Engage" icon="square-k" href="/integrations/kwik-engage">
    Multi-channel messaging — SMS, WhatsApp and push.
  </Card>

  <Card title="Engati" icon="square-e" href="/integrations/engati">
    Conversational AI platform with WhatsApp support.
  </Card>

  <Card title="QuickReply.ai" icon="square-q" href="/integrations/quickreply-ai">
    AI-first WhatsApp automation.
  </Card>
</CardGroup>

<CardGroup cols={2}>
  <Card title="Book a Free Setup Call" icon="phone" href="https://cal.com/rameshelamathi/yuko-demo">
    Talk to our team for personalised setup help.

    **Time:** 30 minutes
  </Card>

  <Card title="Contact Support" icon="life-ring" href="https://yuko.so/support/">
    Visit our support hub for help articles, live chat and ticket submission.
  </Card>

  <Card title="Browse the Guides" icon="book" href="/getting-started/welcome">
    Documentation across loyalty, referrals, memberships and more.
  </Card>

  <Card title="Install Yuko" icon="shop" href="https://apps.shopify.com/yuko">
    Add Yuko to your Shopify store from the Shopify App Store.
  </Card>
</CardGroup>