> For the complete documentation index, see [llms.txt](https://blog.mantago.cc/en/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://blog.mantago.cc/en/message-pack/whatsapp-conversation-module.md).
# WhatsApp Conversation Module
WhatsApp works a little differently from other channels: **whenever you're outside the 24-hour interaction window with a user, you can only send WhatsApp messages that have been approved.** Broadcasts are the most common case—when one goes out, the user usually isn't actively chatting with you, so you're already past the window, which means you have to use one of these approved templates to reach them.
Because of that rule, a WhatsApp message can't just be written and sent—it has to be submitted for review and approved before you can use it. It sounds like an extra step, but the flow is simple, and once you've done it once you'll have it down. This tutorial walks you through a WhatsApp conversation module from creation to setup to review, start to finish.
> 💡 TL;DR: Outside the 24-hour interaction window (broadcasts, for example), you can only send approved template messages. The flow is "**create → pick a type → submit for review → use it once approved**." A module that's already been submitted can't be edited directly—to change the content, duplicate it, edit the copy, and submit again.
***
### Step 1: Find Where to Add a WhatsApp Module
Head into your chatbot backend and look at the "conversation module" section—that's where the add buttons live. MantaGO keeps general modules and WhatsApp modules separate, so you'll see two buttons here:
* **Add general module** (for LINE, Facebook, Instagram, and other channels)
* **Add WhatsApp module** (just for WhatsApp—the button has the green WhatsApp icon)
To build a WhatsApp message, click that lower **Add WhatsApp module** button.
> Quick tip: If you prefer working from the conversation module list page, you can switch the dropdown at the top to **WhatsApp conversation module** and hit **Add**—same result either way.
***
### Step 2: Meet WhatsApp's Two Types—Marketing and Utility
Once you open the editor, you'll notice WhatsApp modules have an extra set of options up top: **Marketing type** and **Utility type**. This split is unique to WhatsApp.
Most of the time, **Marketing type is all you need.** Drop your content into the text field, and add images, cards, locations, files, or buttons as needed—just as intuitive as editing any other module.
Utility type is reserved for official, informational messages that genuinely serve the user, and it strictly bans any promotional or sales content. For example:
* **Order notifications:** order confirmations, payment success alerts.
* **Shipping updates:** dispatch progress, delivery status.
* **Appointments and services:** booking confirmations, event reminders, schedule changes.
* **Account notices:** billing reminders, feedback surveys.
> Rule of thumb: Not sure which to pick? **Start with Marketing type—it's the safe bet,** the most common and versatile of the two.
***
### Step 3: Done Writing? Click "Submit for Review" in the Top Right
This is the key step for WhatsApp—**a message has to be approved before it can go out.** Keep this rule in mind: **when you're outside the 24-hour interaction window with a user, you can only send approved WhatsApp messages.** With broadcasts, the user usually isn't chatting with you at send time, so you're already past the window, which means you **have to use one of these approved templates.** Whether you'll use the message in a bot interaction, a broadcast, or by picking it directly in the chat room, **nothing goes out without approval.**
Once your content is good to go, click **Submit for review** in the top right corner and the review starts.
While it's under review, the button switches to a **Reviewing** state, and the module sits in the waiting-for-approval stage.
> ✅ Quick pre-submit check: confirm the text is correct, no typos, and every image or button you wanted is in place. If the content is clean, **it usually clears review within an hour.**
***
### Step 4: A Submitted Module Can't Be Edited—Duplicate It Instead
This one trips a lot of people up the first time, so let's be clear: **once a module is submitted, it's view-only and can't be edited directly.** The system will remind you of this right on screen.
So what if you spot something to fix? Easy—**duplicate the conversation module.** Make a copy, edit the content in the new one, and submit that for review again. The original (whether still under review or already approved) stays untouched, and all your changes happen on the duplicate.
***
### Once It's Approved, It's Ready to Broadcast!
