Connect WhatsApp
ScendCore integrates with WhatsApp Business through Twilio, allowing your AI agents to send and receive WhatsApp messages with prospects and customers.
Prerequisites
- A Twilio account with WhatsApp Business API enabled
- A WhatsApp-approved Twilio sender (phone number or WhatsApp Business profile)
- Admin or Owner role in ScendCore
Step 1: Enable WhatsApp in Twilio
- Log in to the Twilio Console .
- Go to Messaging > Try it out > Send a WhatsApp message to activate the WhatsApp sandbox (for testing).
- For production, apply for a WhatsApp Business Profile through Twilio under Messaging > Senders > WhatsApp Senders.
Step 2: Create a WhatsApp Channel Account
- In ScendCore, go to Settings > Connected Accounts.
- Add a new WhatsApp channel with your Twilio WhatsApp number.
- Enter your Twilio Account SID and Auth Token.
- Click Save.
Step 3: Create Message Templates
WhatsApp requires pre-approved templates for outbound messages sent outside the 24-hour reply window. To manage templates:
- Go to WhatsApp Templates in ScendCore.
- Click Create Template.
- Fill in the template details:
| Field | Description |
|---|---|
| Template Name | Internal name (lowercase, underscores, no spaces) |
| Friendly Name | Display name shown in ScendCore |
| Body | Message text with {{1}}, {{2}} placeholders for variables |
| Variables | Comma-separated list of variable names |
| Category | Marketing, Utility, or Authentication |
- Click Create to save the template as a draft.
- Click Submit to WhatsApp to send the template for Meta approval.
Template Categories
| Category | Use Case | Approval Time |
|---|---|---|
| Marketing | Promotions, newsletters, offers | 1-2 business days |
| Utility | Order updates, appointment reminders | Usually faster |
| Authentication | OTP codes, verification | Fastest |
Template Statuses
- Draft — Saved locally, not yet submitted
- Pending — Submitted and awaiting approval
- Approved — Ready to use for outbound messaging
- Rejected — Declined (check rejection reason and resubmit)
- Paused — Temporarily disabled
Step 4: Configure Intake AI
- Go to Settings > Channels.
- Find your WhatsApp channel.
- Assign an AI agent as the Intake AI to handle inbound WhatsApp messages.
- Click Save.
Sending WhatsApp Messages
Within the 24-hour Window
When a contact messages you on WhatsApp, you have a 24-hour reply window during which you can send free-form messages without using a template.
Outside the 24-hour Window
For outbound messages or messages after the window closes, you must use an approved template. ScendCore handles this automatically when AI agents send messages.
Template Variables
Use numbered placeholders for dynamic content:
Hi {{1}}, your meeting with {{2}} is confirmed for {{3}}.Variables are filled in at send time with contact data such as first name, company name, or appointment details.
Troubleshooting
Template rejected
- Review the rejection reason shown in the template list.
- Ensure the template follows WhatsApp content policies.
- Marketing templates cannot contain misleading or spammy content.
Messages not delivering
- Confirm the recipient has WhatsApp installed and has opted in.
- Check that your Twilio WhatsApp sender is properly configured.
- Verify the channel account is active in Settings > Channels.
Inbound messages not appearing
- Ensure the Twilio webhook URL points to your ScendCore instance.
- Check that the WhatsApp channel account exists and is active.
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