WhatsApp Integration with SurveySparrow

SurveySparrow lets you reach your audience directly through WhatsApp, enabling you to send surveys, reminders, notifications, and chatbot messages right to their phones. This is made possible by integrating your WhatsApp Business account with SurveySparrow using Gupshup, our official WhatsApp messaging provider.

To enable this communication channel, there are a few essential steps you’ll go through — starting with onboarding your business, setting up message templates, and managing your messaging costs through a WhatsApp Wallet.

Let’s walk through each part to help understand how it all works.

WhatsApp Onboarding

WhatsApp onboarding is the process of connecting your WhatsApp Business account to SurveySparrow using Gupshup, which is the messaging API provider that enables this integration.

During onboarding, you’ll authenticate and verify your business through Meta Business Manager. This includes linking a valid business phone number (which will be used to send WhatsApp messages), setting up your WhatsApp Business profile (like your display name, category, and description), and connecting it all through Gupshup’s platform.

Once completed, this connection allows SurveySparrow to send automated WhatsApp messages like surveys or chatbot replies on your behalf using approved templates.

To understand the full onboarding process step-by-step, refer to this article of WhatsApp Onboarding. 

WhatsApp Templates 

WhatsApp templates are pre-approved message formats required by Meta when your business initiates a conversation with a customer on WhatsApp—especially when the user hasn’t messaged you first. These templates are mandatory to ensure compliance with WhatsApp’s business policies and to prevent spam.

Before sending surveys, notifications, or automated messages through WhatsApp, you’ll need to create these templates and get them approved through Gupshup (SurveySparrow’s messaging provider).

Templates can include both fixed content and dynamic variables (like name or date), which makes them personal and relevant to each recipient.

Templates include

• Header: A short text or image at the top to grab attention.
• Body: The main message content. This is required and can include variables for personalization.
• Quick Reply Buttons: Optional buttons for users to reply with a tap.
• URL Button: Optional button that links to an external webpage.

These elements help create interactive and engaging messages that follow WhatsApp’s guidelines.
To understand the full onboarding process step-by-step, refer to this article of WhatsApp Templates. 

Lets see how the pricing for WhatsApp works 

WhatsApp Wallet

The WhatsApp Wallet in SurveySparrow is a prepaid balance that is used exclusively for sending WhatsApp messages through the platform. Whenever you send a message — whether it's a survey, a chatbot reply, or a follow-up — the cost of that message is deducted from your wallet.

Think of it like a rechargeable account for WhatsApp messaging. You can top it up anytime to ensure your messages continue to be delivered without interruption.

How Are Messages Charged?

Messages sent through WhatsApp are charged based on who your WhatsApp provider is and when the message is sent.

If SurveySparrow is your WhatsApp Provider:

1. SurveySparrow charges a flat per-message fee, no matter when the message is sent.
   
2. If the message is sent outside the 24-hour Customer Service Window (CSW) — the period after a customer last messaged you,  Meta (WhatsApp) also applies an extra fee based on the recipient’s country.
   This means:

• Inside CSW → Only SurveySparrow charge applies
• Outside CSW → Meta + SurveySparrow charges apply

If You’re Using Your Own WhatsApp Provider:

• Only the SurveySparrow flat fee applies — no extra Meta charges from our side.

Pro Tip:  Charges apply per message sent, not per conversation. Make sure to keep your WhatsApp Wallet topped up to avoid message delivery failures.

Feel free to reach out to our community if you have questions.