Under Talk → WhatsApp. It runs on Meta's official API (Cloud API) — not a phone bot, so it doesn't get banned for usage.
Connecting
You link the number under Integrations → WhatsApp. You need a WhatsApp Business account approved by Meta.
The 24-hour window
This is the rule that confuses people most, and it's Meta's, not Cool's:
- Within 24h of the last message the person sent you, you write whatever you like.
- Outside that window, you can only send a template pre-approved by Meta.
There's no way around it. When you try to send free text outside the window, Cool returns the error explicitly — rather than pretending it sent and letting you find out days later that the customer never got it.
Templates
These are messages submitted to Meta and approved by them. It takes minutes to a few days. Worth having two or three ready before you need them.
People who asked you to stop
Anyone replying "STOP" (or equivalent) leaves campaigns immediately. It's Meta policy and it's data-protection law — and Cool recognises the word even with spaces, accents, or alongside other text.