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WhatsApp integration

WhatsApp integration

Connect your Twilio WhatsApp number so conversations with contacts land on the CRM timeline.

Reviewed AdminVertiqa 1.54+

WhatsApp in Vertiqa runs on your own Twilio account. You enter your Twilio credentials and WhatsApp number here, point Twilio's webhooks back at Vertiqa, and inbound and outbound messages then appear on contact activity timelines where you can reply from the in-app composer.

Find it at Settings › Integrations › WhatsApp.

Twilio configuration

  • Account SID — your Twilio account identifier (starts with AC).
  • Auth Token — stored encrypted. Once saved it shows as dots; leave the field blank to keep the existing token when you save other changes.
  • WhatsApp Number (E.164) — the number contacts message, in full international format (for example +14155551234).
  • Enable WhatsApp — the master switch for sending and receiving.
  • Auto-create contacts — when on, an unverified contact is created for any new inbound number so the conversation has somewhere to live.

Save Settings commits the form. Test Connection checks your credentials against Twilio and reports back without sending a message. A badge beside the buttons shows whether the integration is currently Enabled or Disabled.

Webhook URLs

Two read-only URLs are shown with copy buttons. Paste them into your Twilio console or WhatsApp messages will never reach Vertiqa:

  • Inbound Messages — where Twilio posts messages from contacts.
  • Status Callbacks — where Twilio posts delivery status for messages you send.

Privacy and safety

WhatsApp is a logged communication channel, not a support inbox. Messages are stored on the CRM timeline and are visible to anyone with access to the associated record, so don't send sensitive personal or health information over it.

Tips

  • Use approved Twilio templates for outbound messages the contact hasn't initiated. Free-form messages are only valid inside the customer service window.
  • If WhatsApp stops working, run Test Connection first. A failure there points at the credentials; a pass points at the webhook URLs or your Twilio number configuration.
  • Turning Enable WhatsApp off keeps your credentials — use it to pause the channel rather than clearing the fields.