Review requests on WhatsApp

WhatsApp requests go through your organisation's own Twilio account, like text messages, from your WhatsApp Business number. They are in the Growth plan.

Before you start

WhatsApp has stricter rules than email or text:

• Consent. You may only message people who agreed to hear from you on WhatsApp. Presence Orbit sends a WhatsApp request only when the reason is They agreed to hear from you.
• An approved template. A business can only start a conversation with a message template Meta has approved. Free text isn't allowed.

Set it up

1. In Twilio, register your WhatsApp sender, such as +47 912 34 567, under Messaging > Senders > WhatsApp senders.
2. In Twilio's Content Template Builder, create a template for each language. Use {{1}} for the first name, {{2}} for the location and {{3}} for the link, for example: "Hi {{1}}, thanks for visiting {{2}}. Would you share how it went? {{3}}". Choose the Utility category and submit it to WhatsApp for approval.
3. In Presence Orbit, open Review requests under Settings. Connect Twilio under Text messages if you haven't yet.
4. Under WhatsApp, add the sender and the Content Template SID (it starts with HX) for each language, then select Save.
5. Copy the address under Replies and paste it as the sender's incoming message webhook in Twilio, so people who reply STOP are never messaged again.
6. Tick WhatsApp under Channels.

Ask someone

Select Ask for a review under Requests, choose WhatsApp and add their mobile number. The reason switches to They agreed to hear from you. In a list, put whatsapp in the channel column and consent for the people who agreed.

When someone can be reached more than one way, the first ticked channel is used, and WhatsApp is skipped for anyone without consent.

What happens

The same delay, quiet hours, reminder and cooldown apply as for email. The link leads to the same review page everyone gets. If Twilio or WhatsApp refuses the message, the request shows Not sent with the reason.