How does iSend.az work?
iSend.az enables businesses to communicate with customers through the official Meta WhatsApp Business Platform, create message templates, send campaigns, manage incoming requests from a unified dashboard, and automate processes.
General workflow
iSend.az works as a management layer between your business, the Meta WhatsApp Business Platform, and your customers. A WhatsApp number is connected to the platform through the official Meta integration, messages are sent via the Cloud API, and results are updated in real time through webhook events.
Connect your Meta account
Connect your WhatsApp Business account and number to iSend.az through the official Embedded Signup flow.
Create a template
Prepare Meta-reviewed templates for notification, marketing, and authentication messages.
Send a message
Reach your customers with a single message, an approved template, or a bulk campaign.
Track results
Track sent, delivered, read, and failed statuses in real time.
iSend.az is not WhatsApp Web. The platform manages messages through the official Meta WhatsApp Cloud API infrastructure.
1. Creating an iSend.az account
First, create a business account on iSend.az and choose a suitable service plan. The plan determines the number, message, and feature limits available on the platform.
Sign up
Create an iSend.az account by entering your company, contact, and login information.
Choose a plan
Choose a plan based on the number of users, WhatsApp numbers to be connected, and expected message volume.
Open the dashboard
Numbers, templates, campaigns, the inbox, contacts, AI settings, and reports are managed from the dashboard.
2. Connecting a Meta WhatsApp number
Connecting a WhatsApp number to iSend.az is completed through the Embedded Signup window provided by Meta. During the connection process, the business signs in to its Meta account and selects the WhatsApp Business account to authorize.
Meta Business account
A Meta account owned by the business and having management permissions is required.
WhatsApp Business Account
You can select an existing WABA or create a new account during the connection process.
Business number
A phone number accepted by Meta and capable of receiving the verification code is required.
Meta billing settings
To send messages in production, the required billing information must be completed in the Meta account.
Click the “Connect with Meta” button
Open the Numbers section in the iSend.az dashboard and start the official Meta connection process.
Sign in to your Meta account
Sign in with the Meta user who manages the company’s WhatsApp account.
Select the business and WhatsApp account
Select the Meta Business Portfolio, WhatsApp Business Account, and the business number to be used.
Approve permissions
Approve the permissions required for iSend.az to send messages, manage templates, and receive webhook events.
Complete the connection
After a successful connection, the WABA ID, Phone Number ID, and number details are automatically saved in your iSend.az account.
Do not close the Meta window opened during the connection process, and do not refresh the page until the process is complete.
3. Creating message templates
Meta-approved message templates are used for business-initiated messages and outside the 24-hour customer service window. Templates are created in the iSend.az dashboard and sent to Meta for review.
| Category | Purpose | Example |
|---|---|---|
| UTILITY | Order, payment, delivery, and service notifications | Your order has been received |
| MARKETING | Campaign, offer, product, and update messages | Discover our new products |
| AUTHENTICATION | One-time code and transaction verification | Your verification code: 123456 |
Main template components
Header
Can be in text, image, video, or document format.
Body text
Can be personalized for each recipient using variables.
Buttons
Website, phone, quick reply, and copy-code buttons can be added.
Write the template text clearly, specifically, and in line with the selected category. A mismatch between the template purpose and its content may lead to rejection.
4. Single messages and the customer service window
When a customer sends a WhatsApp message to the business, a 24-hour customer service window opens. During this time, an operator or AI Assistant can reply with free-form text, images, videos, documents, and voice messages.
Starts after the customer’s latest message
When the customer sends another message, the window is renewed. After it closes, a new conversation can only be started with an approved template message.
Free-form text and media messages can be sent.
Free-form messages cannot be sent; an approved template must be selected.
5. Sending WhatsApp campaigns
iSend.az lets you send personalized WhatsApp campaigns to multiple recipients using approved Meta templates.
Enter campaign details
Enter the campaign name and select the Meta WhatsApp number that will send the messages.
Select an approved template
Choose the template language, category, and variables to be used.
Add recipients
Select contacts from a contact list or provide a recipient list in the supported format.
Map variables
Map the name, order number, amount, and other personalized data to the template variables.
Start the campaign
The system validates recipients, adds tasks to the queue, and sends messages to the Meta Cloud API in stages.
Before sending a message, make sure the recipient has consented to receive WhatsApp messages from your business.
6. Unified inbox
All incoming and outgoing Meta WhatsApp messages are stored in the iSend.az unified inbox. Operators can view and reply to conversations in real time and change the conversation management mode.
Real-time conversations
New messages and status changes appear on the screen without refreshing the page.
Media support
Images, videos, voice messages, stickers, and documents are displayed within the same conversation.
Operator management
When an operator replies, the conversation switches to human-managed mode.
Customer information
The customer’s name, number, latest message, and conversation status are shown on one screen.
7. AI Assistant
AI Assistant analyzes incoming WhatsApp messages, detects the customer’s language, and prepares automatic replies based on the company’s FAQ data.
The message enters iSend.az through a webhook.
The system determines the message language and whether it is a product, service, support, or operator request.
Relevant FAQ answers and, if enabled, the business’s external data source are checked.
The reply is sent to the customer through the WhatsApp Cloud API and stored in the conversation.
When the customer requests an operator or AI cannot find a suitable answer, the conversation can be switched to human operator mode.
8. Managing contacts
Contacts are used to prepare campaign target audiences and keep customer information organized.
- Add contacts individually or as a list
- Store names, phone numbers, and other variable data
- Use contact lists in campaigns
- Prevent duplicate numbers and invalid formats
9. API integration
Through the iSend.az API, WhatsApp messages can be sent from CRM, ERP, e-commerce, payment, and other business systems.
Biznes sistemi
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iSend.az API
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Məlumatların yoxlanması
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Təsdiqlənmiş Meta şablonu
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WhatsApp Cloud API
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Müştərinin WhatsApp hesabıAn API request usually includes the sender number, recipient phone number, template name, language, and variable values. After validating the data, iSend.az creates campaign and recipient records and adds the message to the delivery queue.
10. Webhook events
The Meta WhatsApp Business Platform sends incoming messages and outbound message results to iSend.az through webhooks.
messages
A text or media message sent by the customer enters the system.
sent
The message has been accepted by Meta’s messaging server.
delivered
The message has been delivered to the recipient’s WhatsApp device.
read
The recipient has opened the message in the WhatsApp conversation.
failed
The message was not sent, and the error information provided by Meta has been stored.
11. Tracking message statuses
When a message is sent, it is first recorded as accepted by iSend.az. The status is then updated based on Meta webhook events.
When a message fails, the error code and reason are stored in the campaign report. Examples include a closed service window, mismatched template data, or incomplete Meta billing settings.
12. Reports and analytics
Campaign and message results are summarized in iSend.az reports.
Total number of messages sent to Meta
Messages delivered to the recipient’s device
Messages opened by the recipient
Messages not sent due to an error
13. Security and data protection
iSend.az manages Meta connections and internal service communication through secure channels.
- WhatsApp messages are transmitted through the official Meta Cloud API.
- Meta login details and connection tokens are not displayed openly to the user.
- Webhook requests are validated, and events are linked to the correct business account.
- Users can only view numbers, campaigns, and messages belonging to their own company.
- Internal real-time events are transmitted through signed requests.
Quick-start checklist
After completing all steps, you can start official WhatsApp communication with customers and send campaigns through iSend.az.