Gallabox CTWA FAQs
Simplify customer communication with Gallabox's Click-to-WhatsApp (CTWA) feature. Find FAQs on tracking, setup, and optimization of CTWA ads for improved sales and support.
Explore how to streamline customer communication with Gallabox's Click-to-WhatsApp (CTWA) feature. Find answers to common questions about tracking, setting up, and optimizing your CTWA ads for sales and support below.
What is CTWA feature?
CTWA or Click-to-WhatsApp feature allows businesses to create links or buttons that enable users to initiate WhatsApp chats directly with the business, making it easy for customers to reach out.
Can I track the performance of my CTWA links?
Yes, you can track the performance of your CTWA links, including the number of clicks and conversations initiated. Gallabox provides analytics to help you assess the effectiveness of your CTWA campaigns.
Do customers need to have my number saved in their contacts to use CTWA?
No, one of the benefits of CTWA is that customers can start a WhatsApp chat without saving your number. This convenient feature makes it easier for customers to reach out to your business.
Can CTWA be used for customer support or sales inquiries?
Absolutely! CTWA is versatile and can be used for various purposes, including customer support, product inquiries, or initiating sales conversations.
How can I measure the performance of CTWA links in Gallabox?
Gallabox offers analytics and insights to track the performance of your CTWA links, including metrics like click-through rates and conversion rates.
Can my CTWA ads appear on Instagram?
Yes. When setting up your ad in Meta Ads Manager, you can select Instagram as a placement (Feed, Stories, etc.) in addition to or instead of Facebook. Gallabox will automatically track and manage all incoming leads from both platforms — no additional setup needed on the Gallabox side.
What is the 72-hour free messaging window?
When a customer clicks your CTWA ad and starts a conversation, Meta does not charge a per-message fee for the first 72 hours of that conversation. This is called the free entry-point conversation window and it significantly lowers your cost per lead compared to standard WhatsApp Business API messaging. Gallabox displays a timer in the conversation so your team knows how much time remains in the window.
Why should I set up CAPI?
Without CAPI, Meta only knows that someone clicked your ad — it never learns whether that click became a real lead or a sale. With CAPI, Gallabox sends those conversion signals back to Meta, so Meta's algorithm can find more people like your best customers. This leads to lower cost per lead over time and helps your campaign exit Meta's "Learning Phase" faster.
I have successfully connected the CTWA to Gallabox, but I am not receiving any messages. Why?
Check the following:
Destination number: The phone number in your ad must be the same channel connected to Gallabox. If it points to a different number, responses won't appear in Gallabox.
Ad account permissions: Ensure Gallabox has the required permissions on your Meta Ad Account.
Ad type: Confirm the ad is set up as a Click-to-WhatsApp ad, not a different ad type.
User behaviour: Customers can click the ad and open WhatsApp but choose not to send a message. Check your message volume alongside your link-click count in the analytics dashboard.
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