WhatsApp Integration

WhatsApp Integration

Summary 

Capacity’s WhatsApp integration allows clients to:

  • Send and receive personalized, template-based, or freeform messages.

  • Streamline message handling in Inbox without managing the WhatsApp API directly.

  • We help with onboarding and template usage while maintaining compliance with WhatsApp regulations.

  • Integrate with existing Twilio numbers to simplify setup and reduce errors.

Prerequisites

Before onboarding, clients must have:

  • An active Textel account.

  • A WhatsApp Business Account (WABA).

  • A Twilio subaccount SID created or retrieved.


Outbound Messaging 

  • Capacity sends messages from the client to recipients via WhatsApp Business using approved content templates.

  • Supports variable substitution in templates (e.g., {First Name}, {Order Number}), so messages are personalized automatically.

  • Templates can include text and media, such as images, documents, or videos, if approved by Meta.

  • Ensures compliance with WhatsApp guidelines by only allowing utility messages in the US. 

  • Currently, Capacity manually creates the client's content templates and submits them for Meta approval on their behalf.

Inbound Messaging 

  • Receives messages from WhatsApp users directly into the client’s platform. 

  • Supports both:

    • Template-based responses (for structured interactions).

    • Freeform messages (for open-ended conversation).

  • Integrates incoming messages into the client’s workflow, making it easy to track and respond in one place.

Template Management & Caching

  • Caches WhatsApp content templates for 30 minutes to improve performance and reduce repeated API calls.

  • Supports retrieval and use of templates via Textel’s Public API.

  • Templates can be invalidated or refreshed if needed (e.g., client updates template in Twilio).

 Integration with Twilio

  • Capacity works with Twilio subaccounts linked to the client’s WhatsApp Business Account.

  • Handles message sending, receiving, and rendering via Twilio without requiring clients to manage low-level WhatsApp API details.

  • Supports existing Twilio numbers to reduce onboarding friction and avoid errors.

Limitations

  • US Compliance: Only utility messages (not marketing) are supported for WhatsApp Business.

  • Template Approval: Templates typically take 10–15 minutes for approval, though sometimes longer.

  • Template Submission: Clients must include sample variable values when submitting templates.

  • Textel Account Requirement: WhatsApp integration cannot be used standalone; a Textel account is required.


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