WhatsApp Hubs

With this guide you will learn how to create and configure an Outbound WhatsApp Hub to use in your campaigns to automate and improve customer service in an easy and fast way. 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.

TIP

You can verify the connector status in the Connectors module 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 module.

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: here you must select the campaign you want to associate with the Outbound Hub. Only campaigns that have at least one channel activated and configured with a connector will appear. For this case, the campaign must have the WhatsApp channel activated and configured with a connector.
• Channel: depending on the selected campaign, the channels that the campaign has enabled and configured 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 can configure the parameters related to the Hub's behavior.

• Template: here you can select a text template from those already created in the campaign to send to customers. If you do not want to use a template, you can include the message to send to customers directly in the list when importing it. Important: Regardless of whether you use a template or include the message directly, you must use HSM (Highly Structured Messages or Message Templates) approved by Meta for them to be received by customers.

What are HSMs?

HSMs are predefined message templates that must be approved by Meta before they can be sent through the WhatsApp Business API. These templates are required to initiate conversations with customers outside the 24-hour window.

How to create a text template?

Check the campaign creation guide to learn how to create text templates step by step.

Schedule

In this section you can create a custom schedule for the Hub. If you keep the default configuration without a custom schedule, the Hub will work 24 hours.

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

How to Upload a List?

Outbound Hubs need lists of contacts to process messages. These must be uploaded through the Hub dashboard. Here's how to do it!

1. In the Statistics menu, go to Outbound Hubs. Here you must select from the list the Hub to which you want to upload a list.

2. Once you enter the Hub dashboard, press the "Upload list" button.

3. Once you press the button, a pop-up will appear with the list upload wizard.

Fields

Here you can see the required fields to correctly set up the list.

Field	Description
Number	A number to contact the customer is required.
Parameters	You can include custom parameters to use in forms.
Content	If no template is selected in the Hub configuration, specify the message to send here.
Timezone	If you want to include a custom timezone for the contact, add it in Continent/City or Country format, for example: America/Montevideo.
Priority	You can include the contact's priority.
Contact ID	You can also include a contact ID to use in forms.

Step 1 - Upload file

Here you must choose or drag the list from your computer. Optionally, you can add headers.

Step 2 - Match

Here you must match the fields with the information in the list. If you added headers to your list, check the "Include headers" option.

To match the fields, there are 2 columns. On the left, the first row of your file appears, and on the right, a selection to match the information with the label.

Step 3 - Summary

Here you can see which column each piece of data refers to, to verify that the list will be uploaded correctly with the data you want.

Important Considerations

Key points to keep in mind

• Basic section parameters are immutable: Once the Hub is created, you cannot modify the parameters in the "Basic" section (name, campaign, channel). Make sure to select correctly before creating.
• HSMs are mandatory: To send messages through the WhatsApp Business API, you must use Meta-approved HSM (Highly Structured Messages) templates. This applies whether you use predefined templates or include the content directly in the list.
• HSM template approval: HSM templates must be approved by Meta before they can be used. This process may take time, so plan ahead. Consult your WhatsApp Business API provider.
• 24-hour window: HSMs are required to initiate conversations outside the 24-hour window. Within this window, you can send free-form text messages as replies.
• Connector required: The campaign must have a WhatsApp connector configured and working correctly before creating the Hub.
• Custom schedules: If you do not configure a custom schedule, the Hub will work 24/7. Define schedules that align with your customers' preferences.
• Variables in HSM templates: HSM templates can contain variables (placeholders) that will be replaced with each contact's data from the list.
• List management: Lists are managed from the Hub dashboard, where you can import, activate, pause, and monitor sending progress.
• Timezone per contact: You can specify a different timezone for each contact in the list, useful when sending messages to recipients in different countries.
• WhatsApp policy compliance: Make sure you comply with WhatsApp Business policies and that recipients have given their consent to receive messages.

Frequently Asked Questions

What are HSMs and why are they mandatory?

HSMs (Highly Structured Messages) are message templates that must be approved by Meta. They are required to initiate conversations with customers through the WhatsApp Business API, especially outside the 24-hour window since the customer's last message.

How do I get HSM template approval?

You must work with your WhatsApp Business API provider to create and submit HSM templates to Meta for approval. The process includes defining the content, language, and category of the template. Approval can take from hours to days.

Can I use personalized content in each message?

Yes, HSM templates allow you to use variables (placeholders) that are replaced with specific data from each contact. For example: "Hello 1, your order 2 is ready" where 1 and 2 are replaced with data from your list.

How do I import the contact list?

Lists are imported from the WhatsApp Hub dashboard (Statistics > Outbound Hubs). You must upload a file (CSV, XLSX, etc.) with at least one column containing phone numbers in international format.

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, etc.

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.

What is the difference between a template and direct content?

In WhatsApp, both options must use approved HSMs. The difference is organizational: templates are created in advance in the campaign and reused, while direct content is included in each row of the imported list.