Connect WhatsApp

WhatsApp carries booking confirmations, receipts, reminders and trip page codes. Choose how they go out:

• Click to chat (opens WhatsApp on your device): nothing to set up. Each message opens WhatsApp on your phone or computer with the text ready, and you press send. Messages the system sends on its own (codes, the receipt after an online payment) do not go out this way: the receipt then goes by email when email is connected, or is logged as Failed with a task for the booking's owner to send it.
• WhatsApp Business Platform (Meta) or Twilio WhatsApp: messages are sent from your business number by themselves, including codes and automatic receipts.

Before you start

• Your role must allow changing settings.
• For WhatsApp Business Platform (Meta): a WhatsApp Business account in Meta's business dashboard, its phone number ID and an access token.
• For Twilio WhatsApp: a Twilio account with a WhatsApp sender, its Account SID and Auth token.

Steps

1. Open Settings → Connections and find the WhatsApp card.
2. Turn on the switch Use this connection on the card.
3. In Provider, choose the way messages go out.
4. Fill in the details:
   • Click to chat (opens WhatsApp on your device): nothing to fill in.
   • WhatsApp Business Platform (Meta): Phone number ID and Access token. Under Advanced settings (optional), API version, e.g. v21.0 can stay empty.
   • Twilio WhatsApp: Account SID, Auth token and WhatsApp sender, e.g. whatsapp:+973....
5. Press Save. The message WhatsApp connection saved appears and the card shows Connected.
6. Type a mobile number with the country code, for example +973 3900 0000, in the box at the bottom of the card.
7. Press Send a test.
8. Check the result: Sent. Check that it arrived. for Meta and Twilio. For Click to chat, press Open WhatsApp in the result and send the message from WhatsApp.

After you connect WhatsApp

• When you send a confirmation, a reminder or a receipt from a booking and choose WhatsApp, it goes out this way, in the customer's language, using the WhatsApp template for that message.
• The message log shows Sent (Meta, Twilio), Ready in WhatsApp (Click to chat) or Failed.
• Messages sent through Meta or Twilio count towards your plan's monthly WhatsApp limit. Codes always go out.

If something goes wrong

• It did not work: The provider refused the sign-in details. Check the user name, password or keys. The access token has expired or the Account SID or Auth token is wrong. Make a new token and save it.
• It did not work: The provider returned an error. Read the message under it: the phone number ID, the sender or the recipient's number is usually the cause.
• Nothing arrives with Click to chat: Click to chat never sends by itself. Use Open WhatsApp and press send, or connect Meta or Twilio.
• More checks: The customer did not receive the WhatsApp or SMS message.