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

# WhatsApp ads that open a chat

> Why use WhatsApp ads, how to design the first message, connect it in Facebook Ads Manager, see the ad in Inbox, and get more replies with Automations.

When someone sees your ad on Facebook or Instagram and taps **Message**, WhatsApp opens to your business. That moment is valuable — and easy to waste.

With Karzoun you can:

1. **Design the first screen** they see (your greeting + how they reply)
2. **Show your team which ad** they came from (image, headline, text)
3. **Start the right workflow** automatically (sales, support, shopping)

This guide explains **why it matters**, **how to set it up**, and **how to get more value** from every ad click — without needing a technical meeting.

***

## Why this matters

A normal WhatsApp ad often drops the customer into an empty chat. They hesitate, type something vague, or leave.

A clear first screen does three jobs at once:

| Goal             | What you design                         | Business result                    |
| ---------------- | --------------------------------------- | ---------------------------------- |
| Warm welcome     | Short greeting from your brand          | Feels intentional, not random      |
| Easy first reply | Ready-to-send text **or** quick buttons | More people reply (less friction)  |
| Smart routing    | Buttons like “Pricing” / “Support”      | Right team, faster, fewer handoffs |

**Extra win:** your agents see the ad creative in the Inbox, so they never ask “which offer did you click?”

***

## The customer journey (simple picture)

1. Customer taps **Message** on your ad
2. WhatsApp opens
3. They see **your greeting**, plus either:
   * a **ready-to-send message** already typed for them, **or**
   * up to **3 quick reply buttons**
4. They send / tap
5. In Karzoun Inbox, the conversation opens with an **ad card** (what they saw)
6. Optional: an **Automation** assigns, tags, or replies based on the ad or the button they chose

<Info>
  Facebook allows **either** a ready-to-send message **or** quick reply buttons on the same first message — not both. Choose the style that fits the campaign.
</Info>

***

## What you need first

* A connected [WhatsApp channel](/help-center/guides/channels/doc-1889747) in Karzoun
* Access to **Facebook Ads Manager** (Meta)
* A WhatsApp ad that opens a chat with your business number

<Info>
  Designing the **first message** in Karzoun needs Facebook to enable this for your WhatsApp account. If **Ads Manager → First message after the ad** shows unavailable, you can still use the Inbox ad card and Automations from ad clicks — only creating first messages inside Karzoun is blocked until Facebook enables it. Contact support if you believe it should already be on.
</Info>

***

## Part 1 — Design the first message (in Karzoun)

Open **Channels → WhatsApp → Ads Manager**.

The section **First message after the ad** is where you create what customers see.

### Create one

1. Click **Create message**, or **Use a ready template**
2. Give it a clear **Name** (example: “Spring sale — sales leads”)
3. Write **Your greeting** — what your business says first
4. Choose **how the customer replies** (one tab only):
   * **Ready-to-send message** — text already typed; they tap Send
   * **Quick reply buttons** — up to 3 short buttons
5. Save — Karzoun syncs it to Facebook and shows an **ID for ads**

### Ready templates (good starting points)

| Template     | Best for                         | Style                 |
| ------------ | -------------------------------- | --------------------- |
| Sales leads  | Offers, demos, pricing questions | Quick buttons         |
| Support help | Billing / technical / other      | Quick buttons         |
| Shopping     | Product interest                 | Ready-to-send message |

### Writing tips that raise reply rates

* Make the greeting **campaign-specific** (“Thanks for checking our spring offer”) not generic (“Hello”)
* Keep buttons **short and different** (“Pricing”, “Book a demo”, “Talk to us”) so people pick one clearly
* Prefer **one first message per campaign type** (sales vs support vs shopping) instead of one message for everything
* Ready-to-send text should sound like something a real customer would type

### Copy the ID

In the list, click the **ID for ads** (or **Copy ID for ads**). You will use it when setting up the ad.

<Warning>
  If a first message shows **Connected to an ad**, Facebook locks it. Disconnect it from the ad in Ads Manager before you edit or delete it in Karzoun.
</Warning>

***

## Part 2 — Connect it to your ad (Facebook Ads Manager)

1. Open **Facebook Ads Manager** and edit (or create) your WhatsApp message ad
2. In **Message template**, choose **Partner app**
3. Select your messaging partner app (Karzoun / as shown by Facebook)
4. Under the message list, pick the **first message** you created in Karzoun
5. Preview and publish

Then run a real test: click the ad yourself, send a message, and confirm it arrives in Karzoun.

***

## Part 3 — See the ad in the Inbox

When a customer messages you from an ad, the **first message** in the thread shows an **ad card**:

* Ad image (or video thumbnail)
* Headline and main text they saw
* Optional greeting from the first message
* Name of the first message (when Karzoun can match it)
* **View ad** link

Agents get context instantly — no awkward “which campaign?” questions.

### Tips for your team

* Scroll to the **top** of the thread if you do not see the card
* Conversations started before this feature may not have a full card
* If the image is missing, headline and text still help when Facebook sent them

***

## Part 4 — Get more juice with Automations

Every ad click can start a WhatsApp event:

* **Trigger:** WhatsApp Events → **Ad Referral**

Useful ideas (publish the automation after you test):

### Route by button

1. Trigger: Ad Referral
2. If the customer’s first text is `Pricing` (exact button title)
3. Assign to Sales / send a catalog / add tag `ad-pricing`

### Tag every ad lead

1. Trigger: Ad Referral
2. Add tag `from-whatsapp-ad` and put the conversation in your Leads queue

### Different first messages → different teams

1. Trigger: Ad Referral
2. If the first-message name is `Shopping`
3. Assign to Commerce

<Info>
  Button routing works best when the customer’s first text **exactly matches** the button title. Keep titles short and consistent.
</Info>

See also: [Automations](/help-center/guides/automations/basics/doc-1890493).

***

## Playbooks by business goal

### Sales / lead generation

* Greeting: thank them for the offer they saw
* Buttons: Pricing · Book a demo · Talk to us
* Automation: Pricing → Sales; Talk to us → human queue

### Support campaigns

* Greeting: “Tell us what you need help with”
* Buttons: Billing · Technical issue · Something else
* Automation: each button → the right support team or FAQ reply

### Shopping / catalog

* Greeting: invite them to browse
* Ready-to-send: “Hi! I want to see your products.”
* Automation: open catalog or assign to Commerce

### Multiple offers at once

Create a **separate first message per offer**. Agents and reports stay clearer, and Ads Manager stays easier to manage.

***

## Checklist (go live in one pass)

1. WhatsApp channel connected and receiving messages
2. Create a first message under **Ads Manager**
3. Copy the **ID for ads**
4. In Facebook Ads Manager: Message template → Partner app → your first message
5. Publish the ad
6. Click it from a test account and send a message
7. Confirm the **ad card** in Inbox
8. Confirm your Ad Referral automation ran (if you published one)

***

## Troubleshooting

| What you see                      | What to check                                                                                   |
| --------------------------------- | ----------------------------------------------------------------------------------------------- |
| No ad card in Inbox               | The chat must start from an ad click (not a normal WhatsApp chat). Open the first message.      |
| Image missing, text still there   | Image download may have failed once; headline/caption still show when Facebook sent them.       |
| First message section unavailable | Facebook has not enabled it for this WhatsApp account yet. Contact Karzoun support.             |
| Cannot edit or delete             | Status is **Connected to an ad**. Disconnect it in Ads Manager first.                           |
| Message missing in Ads Manager    | Create/refresh in Karzoun, wait a moment, refresh Ads Manager, confirm Partner app is selected. |
| Automation did not run            | Published? Trigger = WhatsApp Events → Ad Referral? Correct WhatsApp channel?                   |
| Button not detected               | First customer text must **exactly match** the button title.                                    |

***

## Related

* [WhatsApp channel](/help-center/guides/channels/doc-1889747)
* [Inbox basics](/help-center/guides/inbox/doc-1889759)
* [Automations](/help-center/guides/automations/basics/doc-1890493)


## Related topics

- [Help Center](/help-center/index.md)
- [Conversations run. Automation works. Sales grow.](/index.md)
- [Changelog](/changelog.md)
- [WhatsApp calling](/help-center/guides/whatsapp/whatsapp-calling.md)
- [Connect AI apps to hosted MCP](/mcp-server/setup/ai-connectors.md)