Connecting WhatsApp

Prerequisites

• A Growth plan or above (WhatsApp is not available on Solo or Starter plans).
• A Twilio account with WhatsApp messaging enabled.
• A verified WhatsApp Business phone number registered through Twilio.
• Owner or admin access to your VersanaCX workspace.

Step 1: Add Your WhatsApp Credentials

1. Go to Dashboard → Settings → Channels.
2. Select WhatsApp.
3. Enter your Twilio Account SID and Auth Token (found in your Twilio Console).
4. Enter your WhatsApp-enabled phone number in international format (e.g. +1234567890).
5. Save your configuration.

Step 2: Configure the Webhook

Twilio needs to know where to send incoming WhatsApp messages. In your Twilio Console:

1. Navigate to your WhatsApp sender settings.
2. Set the webhook URL to the endpoint shown in your VersanaCX channel settings.
3. Save the webhook configuration.

Once configured, incoming WhatsApp messages will be forwarded to your VersanaCX inbox automatically.

Step 3: Understand the Messaging Window

WhatsApp enforces a 24-hour messaging window. After a customer sends you a message, you have 24 hours to reply freely. After 24 hours, you can only send pre-approved template messages.

VersanaCX™ handles this automatically. If the window is open, your reply is sent normally. If the window has closed, you'll be prompted to select a template message instead.

Step 4: Test Your Connection

1. Send a WhatsApp message to your registered number from a personal phone.
2. Check your VersanaCX Inbox — the message should appear within a few seconds.
3. Reply from the inbox and confirm the reply arrives on WhatsApp.

Troubleshooting

• "Messages aren't arriving in my inbox." — Verify the webhook URL in Twilio matches what's shown in your channel settings. Confirm your Twilio credentials are correct.
• "My reply wasn't delivered." — Check if the 24-hour messaging window has expired. If so, use a template message.
• "Credentials are being rejected." — Double-check your Account SID and Auth Token in the Twilio Console. Make sure the phone number is WhatsApp-enabled.
• "I don't see WhatsApp in my channel settings." — WhatsApp requires a Growth plan or above. Check your current plan in Billing settings.