How to use Resalian

Key ideas to know first

A few WhatsApp rules shape everything in Resalian. Knowing them saves most support questions.

• The 24-hour window. When a customer messages you, you can reply freely (text, images, buttons) for 24 hours. After that, and for any message you start yourself, WhatsApp only allows an approved template. Resalian shows the window's countdown in the inbox and switches to templates when it closes.
• Templates. These are pre-approved message formats with placeholders like {{1}}. Meta reviews each one, usually within minutes. Campaigns, reminders and anything sent “cold” use templates.
• Test and Live environments. Every workspace has two separate worlds, switched from the top bar. Test uses Meta's test number and reaches only numbers you have allowed in Meta, so you can rehearse a campaign without cost or risk. API keys belong to one environment and can never cross over.
• Opt-outs. Anyone who replies STOP is removed from every future campaign automatically, and stays removed even if their number is later erased. Opt-outs are kept as one-way hashes.
• Quality rating. Meta rates each number on how recipients react. Too many blocks or reports lowers it and can limit how many people you may message a day. Pacing, quiet hours and the daily send limit exist to protect it.
• Official platform only. Resalian uses Meta's WhatsApp Business Platform (Cloud API). It does not automate a personal WhatsApp account, which is how unofficial tools get numbers banned.

Setup wizard

One guided page that connects your Meta business to Resalian and checks each step actually worked. The setup pill in the top bar shows how far you are.

Use it when

• You are opening a new workspace.
• Something stopped working and you want to see which step is broken.

How to

1. Sign up with email, or Continue with Meta to use your Facebook login.
2. Open Setup and connect your Meta account. Resalian reads the businesses, WhatsApp accounts, Pages and ad accounts you allow it to see.
3. Connect a WhatsApp number, either through Meta's one-click signup or by choosing a number your business already has.
4. Follow any remaining checks, such as business verification, a payment method on the WhatsApp account, or webhooks. Each one shows its status and what to fix.

Numbers

Every WhatsApp number connected to this environment, with its health: quality rating, messaging limit, display-name status and the last error Meta reported.

Use cases

• Check why messages stopped delivering (a flagged number, a lapsed payment method, a quality drop).
• Run a health check before a large campaign.
• Run several numbers, for example one per branch (the number of numbers depends on your plan).

Resalian re-reads your Meta setup regularly and sends you an alert when a number's quality drops or it stops delivering, so you do not need to check this page every day.

Templates

Write, submit and track the approved messages you need for campaigns, reminders and anything sent outside the 24-hour window.

How to create one

1. Click New template, then choose a name, language and category. Marketing is for promotions; Utility is for order updates, reminders and confirmations.
2. Write the body. Use {{1}}, {{2}} for the parts that change per person, such as a name or order number, and give an example for each.
3. Optionally add a header (text, image, video or document), a footer and buttons (quick replies, a link or a phone number).
4. Submit. Meta usually decides within minutes; the status updates on its own, and you are alerted when it changes.

Good to know

• Editing an approved template sends it back to Meta for review. Its name stays the same, so campaigns and flows that use it keep working.
• Rejections usually come from vague placeholders, promotional wording in a Utility template, or placeholders at the very start or end of the text.
• You can also let the campaign assistant write one for you.

Keep using the WhatsApp Business app

You can connect a number that is already on the WhatsApp Business app on your phone without giving the app up. Both keep working on the same number.

How to

1. In the setup wizard, choose the option for a number that is on the WhatsApp Business app.
2. Scan the code Meta shows with the Business app on your phone.
3. Say whether to import your contacts and recent chat history. Resalian requests it from Meta straight away; Meta only allows this shortly after connecting.

Good to know

• Replies you send from the phone appear in the Resalian inbox and count as a human reply, so automations step aside.
• If the phone disconnects the number from Resalian, or Meta removes the link, you get a warning, a badge on Numbers and an alert.

Dashboard

A one-screen overview of the environment you are in: message volume over time, delivery outcomes (sent, delivered, read, failed), campaign results and what needs attention. If no number is connected yet, it points you to Setup.

Inbox

A shared inbox that works like WhatsApp: conversations on the left, the chat in the middle, the customer on the right. WhatsApp, Facebook Messenger and Instagram Direct all land here.

Use cases

• A whole team answers from one business number: no shared phone, and nothing lost when someone is off.
• Route new chats to whoever is free, and keep each salesperson on their own customers.
• See what campaign, ad, link or form brought someone in before you reply.

How to

1. Open a conversation. The composer shows how long the 24-hour window has left; when it closes, pick a template instead.
2. Assign the chat to yourself or a teammate, and set its status to Open, Pending or Resolved.
3. Use the right-hand panel to edit the contact, add tags and fields, and leave internal notes.
4. From the composer, send a payment link, a form or booking, or a product from your store.

Good to know

• Filters include your chats, unassigned, From ads, and each channel.
• If the AI assistant is in draft mode, its suggested reply appears above the composer for you to send, edit or discard.
• Timeline markers show events in the chat, such as a paid link, a submitted form, a booking, an order or a chat that started from a link.
• Automatic assignment and quick replies are set under Settings → Inbox.

Messenger & Instagram (Channels)

Connect Facebook Pages and the Instagram business accounts linked to them, so their messages arrive in the same inbox as WhatsApp.

How to

1. Open Channels and pick the Pages and Instagram accounts to connect. They come from the Meta login you used in Setup.
2. Send a test message to the Page or account. It should appear in the inbox within seconds.

If a picker is empty or a connection is refused, the Troubleshooting panel asks Meta directly what your login can see. Paste its result into a support request.

Send a message

Send one template message to one number, for example to test a newly approved template or to start a conversation with a new customer. For many people, use Campaigns. From your own software, use the API.

Message log

Every message sent and received in this environment, newest first, with its delivery status and, for failures, Meta's reason. Use it to answer “did this customer get it?” or to find why a batch failed.

Sent means Meta accepted it; delivered means it reached the phone; read means it was opened (only when the customer has read receipts on).

Contacts, tags & fields

Your address book. Anyone who messages you is added automatically; you can also add people by hand, import a CSV, or send them in through the API or integrations.

How to

1. Add a contact or Import a CSV. Saving a number you already have updates it rather than duplicating it.
2. Add tags (such as vip, wholesale or interested-in-offer) and custom fields (such as city, birthday or plan).
3. Use tags and fields in segments, flow conditions, and as {{variables}} in messages.

Segments

Groups of customers based on what they do: read rate, replies, how recently they answered and, once you send order data, what they buy and spend.

Two kinds

• RFM segments (Champions, Loyal, At risk, Hibernating, and others) are calculated nightly by ranking your customers against each other. They need order data sent through the events API, store sync or payment links. Engagement scoring works from day one without it.
• Saved segments are your own filters, such as tags, fields, engagement or last order. They are evaluated fresh each time they are used, so “60 days” always means 60 days from today.

Campaigns

Send an approved template to many people at once, with each message personalised, paced and tracked.

Use cases

• A weekend sale or a new-product announcement.
• Service notices to all customers of a branch.
• A win-back offer to an at-risk segment.

How to

1. New campaign: choose the template.
2. Choose the audience: upload a CSV (it is checked in your browser, and you see how many numbers are valid before anything is sent), pick a segment or tag, or pull recipients from your own system.
3. Map each {{1}} to a column or contact field under Personalisation.
4. Send now or schedule it for a time in your timezone.
5. Watch delivery, reads and replies update live. You can pause, resume or cancel mid-send without anyone being messaged twice.

Good to know

• Opted-out numbers are removed automatically.
• Long campaigns pause during your quiet hours and resume in the morning, and your daily send limit is respected.
• How much customer data is kept is your choice: keep the list, erase it after the campaign, or never upload it at all. See Data & privacy.

Campaign assistant (AI)

Describe what you want in plain words, for example “20% off abayas this weekend for people who bought in the last 3 months”. The assistant proposes who gets it, what it says, and which template to use: one of your approved templates, or a new one it writes.

How to

1. Write the goal, then review the plan under Who gets it, What it says and Check before approving.
2. Edit the message if needed, then approve.
3. Approval creates a draft campaign and its audience. A new template is submitted to Meta. Nothing is sent until you launch it yourself.

Flows (chatbots)

Automatic conversations built from steps: menus, questions, conditions and hand-offs to your team. A flow answers when a chat matches its trigger.

Triggers

• Keyword: the customer sends a word such as “menu” or “price”.
• First message: someone messages you for the first time ever (a welcome flow).
• Outside business hours: a message arrives while you are closed (an away flow).
• Ad click: a chat starts from a Click-to-WhatsApp or Messenger ad.
• Any other message: a catch-all for messages no other flow answered.

Steps you can use

• Send: message, media, template, payment link, AI follow-up.
• Ask: reply buttons (up to 3), a list menu (up to 10 choices), a question that waits for and checks the answer, or a WhatsApp form or booking.
• Logic: condition, wait (minutes, hours or days), tag contact, set field.
• Team: assign, or hand off to the team (the bot stops and leaves a summary note).
• Advanced: HTTP request to your own system, start or stop a drip, end.

How to

1. New flow: pick a trigger, then add steps. Use {{variables}} such as the contact's name or an earlier answer.
2. Use Test to run the draft on one number, usually your own.
3. Publish and switch it on. The flows list shows runs started, finished and handed to the team over the last 7 days.

Drips

Sequences of messages spread over days, for onboarding, nurturing a lead, post-purchase care or reminders. Drips use the same step editor as flows, with waits between messages.

What starts a drip

• Tag added: for example, tag new-customer starts a welcome series.
• Customer event: your store or app reports a purchase, signup, abandoned cart, quote, payment, form or booking.
• New lead: someone fills a Facebook or Instagram lead form.
• Incoming webhook: your website, store or Zapier posts to a URL.
• Enrolled by you: by tag, a list of numbers, or the API.

A person can be in several drips at once, and a flow step can start or stop a drip. Messages sent after the 24-hour window must be template steps.

Follow-ups

Chase the things that make money: quotes not answered, carts left behind and payment links not paid. Each follow-up is tracked from open to won, replied, lost or closed.

Where follow-ups come from

• Events from your systems, such as quote_sent or cart_abandoned, or from Resalian's own payment links and store.
• Optionally, the AI scans the inbox every hour for quotes your team sent that the customer never answered.

Playbooks

A playbook is a drip that runs for each follow-up: for example, a nudge after 1 day and again after 3 days. The AI follow-up step writes the nudge based on the actual conversation. By default it is drafted for your approval, or you can let it send on its own. A purchase closes the follow-up as won.

AI assistant

An assistant that answers customers from your own information: your FAQ, prices, delivery and returns policy, and website pages. It hands over to a person when it is not sure.

How to

1. Connect an AI account. Choose Anthropic (Claude), OpenAI, Google or Cloudflare, and paste your own API key. The key is encrypted, never shown again, and billed by that provider directly.
2. Under What it should know, write the short facts it reads on every conversation. Put long documents and website pages under Knowledge.
3. Choose the mode: Off; Draft, where it suggests a reply in the inbox and a person sends it; or Auto, where it replies on its own.
4. Set how sure it must be before it answers. Below that, it hands over instead: the chat is assigned, your team gets a summary note, and the assistant stays out of that chat for a day.

Good to know

• A flow answering the message, or a teammate replying, always comes first.
• It only answers people who have just written, never outside the 24-hour window.
• It can collect details the customer clearly states (such as city or budget) into contact fields, and send payment links for prices you have marked as allowed.
• Every decision is in Activity, with its reason. Replies count toward your plan's monthly AI allowance.

Lead qualifier

Messages new leads (for example, from a Facebook lead form) on WhatsApp, asks your qualifying questions in a natural conversation, and scores the lead.

When a lead qualifies, the salesperson gets the conversation with a note of every answer and the reason for the score. Leads who opted out are never contacted, and leads who never answer are closed after a while.

Inbox copilot

AI help for your team inside the inbox, used on demand:

• Suggest a reply from the conversation and your knowledge.
• Summarise a long conversation before you take it over.
• Translate messages, for example Arabic to English. Each message is translated only once.
• Triage: new chats are sorted into your categories and flagged urgent (angry, about to leave, a payment or safety problem) and can be routed to the next available teammate.

Each use counts as one AI reply toward the month's allowance.

Daily brief

A morning summary by email and in the dashboard, at the hour you choose: yesterday's conversations, who is still waiting for a reply, campaign results, leads and ads, payments, and what the ads watchdog found. With an AI account connected, it adds a short “focus today” note.

Payment links

Collect payment inside the conversation. The money goes to your own Thawani or Tap merchant account.

How to

1. Under Your payment account, choose Thawani or Tap and paste your keys. They are verified, encrypted and never shown again.
2. Build a Price list of what you sell. Mark which prices the AI and flows may send.
3. Send a link from the inbox, from a flow step, or let the AI send one when a customer is ready to buy.

What happens when they pay

• A “paid” marker appears in the chat, the customer gets a thank-you message, and your team is notified.
• It counts as a purchase, which feeds segments and RFM.
• Every link opens a follow-up, so unpaid links get chased.

Forms

Native WhatsApp forms that open inside the chat, one screen at a time, with no website needed. Answers are saved to contact fields and tags.

Use cases

• Registration for an event or course.
• A quote request with size, quantity and delivery area.
• Feedback after a visit.

How to

1. New form: add screens and fields (text, choices, dates and so on), and choose which contact field or tag each answer fills.
2. Publish. Changing a published form creates a new version; people who already have the old one can still finish it.
3. Send it from the inbox or from a flow's Send a form step, which can wait for the answers and use them. Outside 24 hours, send it through an invite template.

Bookings

Appointment booking inside WhatsApp. The customer picks a service, day and time, with free times read live from your calendar. Built for clinics, salons, workshops and consultants.

How to set it up

1. Services: name, length and buffer, which is time kept free after each booking for cleaning or travel.
2. Staff and their working hours. Add time off and holidays.
3. Create a booking form under Forms and send it, or add it to a flow (for example, a “Book” button in your menu).

Good to know

• Two people can never book the same slot.
• Reminders go out before each appointment, and the customer can confirm, reschedule or cancel with one tap.
• Confirmed and cancelled bookings are customer events, so they can start drips or feed Google Sheets.

Store (Shopify & WooCommerce)

Connect your online shop so WhatsApp can sell and follow up on its own.

What it does

• Product sync: send single products or product lists from the inbox. They must match your Meta catalog; see Matching your WhatsApp catalog on the page.
• WhatsApp cart → order: when a customer sends a cart, they get a payment link for the total, and once paid, the order is created in your shop and confirmed.
• Order confirmation and shipping updates with tracking, sent automatically.
• Abandoned checkouts become cart follow-ups.
• Every order counts as a purchase for segments and RFM.

How to

1. Choose Shopify or WooCommerce under Connect your shop and enter your store address and credentials.
2. Resalian adds the webhooks it needs. If some cannot be added, the page lists them.
3. Turn on the automations you want.

Links, QR codes & website chat button

Ways for customers to start a WhatsApp chat with you, each one tracked.

Tracked links and QR codes

Create a short link with a pre-typed message, then put it in your bio, emails, ads, flyers, packaging or shop window. Download the QR code as SVG or PNG. Each link counts clicks and the chats it starts. Chats are recognised by their message, so you can tag them automatically or start a flow.

Chat button for your website

A floating WhatsApp button with a greeting card. Visitors pick what they need, such as “Prices”, “Book” or “Support”, and WhatsApp opens with that message typed. Paste one line of code into your site.

Meta business

The Meta side of your workspace: the connected business portfolio, its verification status, Pages, Instagram accounts and ad accounts, and which permissions you granted. Reconnect here if a feature says a permission is missing.

The Attribution card shows which ads started WhatsApp conversations and what those conversations led to (payments and purchases), next to what Meta reports.

Ads

See your Facebook and Instagram ad campaigns and their results, and launch new ones, including Click-to-WhatsApp ads whose chats land straight in your inbox with the ad attached.

Good to know

• New campaigns are created paused, so nothing spends money until you switch it on.
• If you declare a special ad category (housing, employment, credit), Meta requires the audience to be 18–65 and all genders.
• Chats from ads can start a flow with the Ad click trigger.

Ads watchdog

Checks your ads every day against your rules and proposes fixes: pause an ad set that is burning money, lower or raise a budget, move budget to a winner, or resume a paused winner. It shows Meta's results next to Resalian's own (chats, payments, purchases).

How it works

1. In Watchdog settings, switch it on, and adjust its thresholds (such as how far cost per result may rise and the minimum spend before it judges) and the hour it runs.
2. Proposals appear under Needs a decision, in the notification bell and in the daily brief. With an AI account connected, each one includes a short explanation.
3. Nothing changes until you approve. Before applying, it re-reads the ad set and refuses if something changed in the meantime. Proposals expire after three days.

Leads

Enquiries submitted through your Facebook and Instagram lead forms, with every answer, read through the Pages you connected in Channels. A new lead with a phone number can start a drip (New lead trigger) or the AI qualifier, so it gets a WhatsApp message within minutes instead of a call days later.

Posts

Publish or schedule posts with images or video to your Facebook Pages and Instagram accounts from Resalian, and see how your posts perform, including posts made outside Resalian.

Team & roles

Invite people by email and give each a role:

• Admin: everything, including settings and the team.
• Member: every screen except the team, billing and workspace settings.
• Reviewer: every Meta and messaging screen; no API keys, webhooks, team or billing.
• Marketer: campaigns, flows, contacts, segments, templates and Meta; no inbox.
• Agent: the inbox and bookings, meaning their own conversations, the unassigned queue and the calendar.

The number of seats depends on your plan.

Settings

• Inbox: automatic assignment and quick replies.
• Sending hours: when broadcasts may go out (quiet hours).
• Daily send limit: pace your own volume to protect the number's quality rating.
• Consent: confirm your audiences opted in (required before your first campaign).
• Data & privacy: what is kept of your customer list and for how long. Choose to keep lists, erase them after each campaign, or never upload them (Resalian pulls recipients from your server one page at a time). A retention period automatically removes old message content.
• Alerts: template approvals, verification and number health, sent to you without having to check.
• Currency: how money values are read and shown.
• API keys: let your own apps send through Resalian (see REST API).

Integrations

Google Sheets

A new row for every event you choose, such as form answers, bookings, new contacts, payments and orders. Each feed creates a new spreadsheet in your Google Drive, and columns are added as new fields appear.

Zapier, Make and n8n

When something happens in Resalian, start a Zap, scenario or workflow there. Triggers include new contacts, messages, tags, forms and bookings, payments and orders, and conversations assigned or resolved. In the other direction, they can send messages, create or update contacts and tags, start a flow or drip, and log events, using your API key.

Webhooks

Have Resalian call your server when something happens: message delivered or read, inbound message, contact created, contact opted out, tag added, form submitted, booking confirmed or cancelled, payment received, order created, conversation assigned or resolved, and a chat from a link. The delivery log shows every attempt and failures are retried.

REST API

Send order confirmations, delivery codes and reminders straight from your own software, and send customer events such as purchases that power segments, drips and follow-ups.

curl -X POST https://api.resalian.com/v1/messages \
  -H "Authorization: Bearer $RESALIAN_API_KEY" \
  -H "Content-Type: application/json" \
  -H "Idempotency-Key: order-1042-shipped" \
  -d '{ "to": "96891234567", "type": "template",
        "template": { "name": "order_shipped", "language": "en",
                      "body_params": ["Aisha", "1042"] } }'

Things worth knowing

• 202 Accepted means queued. Delivery status arrives afterwards; read it with GET /v1/messages/:id or a webhook.
• Numbers are digits only, with the country code first and no +.
• A key created in Test can only reach the test number.
• Send an Idempotency-Key so a retried request never sends twice. The rate limit is per key (120 requests a minute by default), and a 429 includes Retry-After.
• Other endpoints: /v1/contacts, /v1/templates, /v1/stats, /v1/events (purchases, carts, quotes, custom events).

The full endpoint list and examples are in the dashboard under Help.

White-label

Your brand, not ours, wherever your customers see Resalian.

• Removes “Powered by Resalian” from the website chat button.
• Serves your short links, payment links and chat-button script from your own domain, such as go.yourshop.com. Add one DNS record, and Resalian checks it and issues the certificate.
• If the add-on lapses, the branding returns, but links you already sent on your domain keep working.

Billing

Your plan and add-ons, paid a period at a time. There are two separate bills: your Resalian subscription, and Meta's per-conversation charges for WhatsApp, which Meta bills to the payment method on your WhatsApp account. Plans differ in the number of WhatsApp numbers, team seats and monthly AI replies.