WhatsApp Channel Setup
Providers Supported
Kulpunai supports WhatsApp through:
- Twilio - Most popular option
- 360Dialog - Direct WhatsApp access
- WhatsApp Cloud API - Meta's official API
Twilio Setup
Prerequisites
- Twilio account
- WhatsApp-enabled number
- Approved WhatsApp Business Profile
Steps
- Go to Settings → Inboxes → Add Inbox
- Select WhatsApp
- Choose Twilio
- Enter:
- Account SID
- Auth Token
- Phone Number
- Configure webhook URL in Twilio
- Add agents
Message Types
Session Messages
- 24-hour response window
- Free-form messages
Template Messages
- For outbound messaging
- Must be pre-approved
- Used for notifications
Best Practices
- Respond within 24 hours
- Use templates for follow-ups
- Keep templates concise
- Enable quick replies