WhatsApp channel — let customers chat on WhatsApp

How it works

When a customer sends a WhatsApp message to your number, Pivra's AI replies using your chatbot's knowledge base — exactly like the web widget, but on WhatsApp. Lead capture, pricing queries, booking links — all work the same way.

Supported providers:

• Meta (WhatsApp Business API) — for high volume (via Meta Business Suite)
• Twilio — simpler setup, pay-as-you-go (~$0.005–$0.008/message), ideal for small businesses

WhatsApp channel is available on Business plan and above.

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Connecting WhatsApp (self-serve)

Go to Dashboard → WhatsApp → Connect WhatsApp and choose your provider.

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Option A — Twilio (recommended for small businesses)

Twilio is easier to set up than Meta and doesn't require business verification for testing.

Step 1: Get a Twilio WhatsApp number

1. Create a Twilio account
2. Go to Messaging → Senders → WhatsApp Senders
3. For testing, use the Twilio Sandbox (no approval needed — free)
4. For production, register a WhatsApp-enabled number (requires Meta business verification via Twilio's flow)

Step 2: Connect in Pivra

1. Dashboard → WhatsApp → + Connect WhatsApp
2. Select Twilio tab
3. Enter:
   • Account SID — from Twilio Console → Account Info
   • Auth Token — same location
   • Twilio Phone Number — in E.164 format, e.g. +61480020798
4. Click Connect WhatsApp
5. A success panel appears with your webhook URL and verify token — copy the webhook URL

Step 3: Paste the webhook URL into Twilio

1. In Twilio Console → Messaging → Settings → WhatsApp Sandbox (or your sender)
2. Set "When a message comes in" to the webhook URL shown in Pivra: https://api.pivra.ai/api/whatsapp/webhook/twilio
3. Method: POST
4. Save

Testing with the Twilio Sandbox

1. From your phone, send the Twilio sandbox opt-in message (format: join <keyword> — shown in your Twilio sandbox settings)
2. Then send any question to the sandbox number — your chatbot replies
3. Check Dashboard → Conversations to see the WhatsApp thread

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Option B — Meta (WhatsApp Business API)

For businesses that need high volume or already have a Meta Business account.

Prerequisites

• A verified Meta Business Suite account
• A phone number not already registered on WhatsApp

Step 1: Create a WhatsApp Business app

1. Go to Meta for Developers → Create App → Business
2. Add the WhatsApp product
3. Set up a phone number in the WhatsApp settings panel
4. Get your Phone Number ID and create a permanent System User Access Token in Meta Business Manager

Step 2: Connect in Pivra

1. Dashboard → WhatsApp → + Connect WhatsApp
2. Select Meta tab
3. Enter:
   • Phone Number ID — from Meta Developer Portal → App → WhatsApp → API Setup
   • WhatsApp Business Account ID (optional)
   • System User Access Token
4. Click Connect WhatsApp
5. Copy the webhook URL from the success panel

Step 3: Configure the webhook in Meta

In Meta Developer Portal → App → WhatsApp → Configuration:

• Callback URL: the webhook URL shown in Pivra (https://api.pivra.ai/api/whatsapp/webhook/meta)
• Verify token: the verify token shown in Pivra after connecting
• Subscribe to: messages

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Managing your channels

After connecting, each channel appears in the WhatsApp dashboard with:

• Provider badge (Meta or Twilio)
• Message stats (received / sent)
• Webhook URL with a copy button — useful if you need to reconfigure the webhook
• Enable/Disable toggle
• Remove button

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Troubleshooting