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WhatsApp notifications

WhatsApp notifications deliver the moments that matter — a new lead, a visitor asking for a human, a new conversation, or a widget error — straight to your team's phones over WhatsApp, powered by Telnyx. They sit alongside email and Web Push: each operator opts in with their own number.

Every message is a pre-approved template
WhatsApp only lets a business message you outside a 24-hour reply window using a Meta-approved template (never free text). So each trigger maps to a UTILITY template that Meta reviews once (≈24–48h). Until they're approved, the channel stays silent.

What triggers a WhatsApp message

  • New lead captured — to every workspace owner/admin. Low volume, high value.
  • Human handoff requested — to operators available for live chat. Time-critical.
  • New conversation — the first message of a new conversation. High volume — see the cost note below.
  • Widget / system error — to super_admins when the Widget Monitor records an error-severity event.
WhatsApp bills per conversation
WhatsApp charges per 24-hour conversation. New-lead, handoff and widget-error are low volume — fine. New-conversation fires on every first message, so enabling it workspace-wide can run up the Telnyx bill. It's gated behind the same per-user opt-in so turning it on is always a deliberate choice.

One-time setup

  1. Telnyx API key — Telnyx Portal → Keys & Credentials → API Keys. Copy the KEY… value.
  2. Connect WhatsApp — Telnyx Portal → Messaging → WhatsApp → Embedded Signup. Connect your Meta Business account, verify the sender number, and complete the business profile + display name (required before templates).
  3. Save credentials — in Pitchbar, go to Settings → System → WhatsApp (Telnyx) and paste the API key, the sender number (E.164), and the WABA ID. The key is encrypted at rest; only a "set" indicator is ever sent back to the browser.
  4. Submit templates — click Submit templates for review in the WhatsApp section (no shell needed). It submits one template per trigger × the languages your staff use, then records those languages. Developers can also run the command below.
  5. Enable — once Meta approves (check with --list), flip on Enable WhatsApp delivery in System Settings.
  6. Operators opt in — each team member adds their number and toggles delivery on under Profile → Notifications. It's off by default — nobody is enrolled automatically.
php artisan pitchbar:whatsapp-templates              # discover staff locales + submit
php artisan pitchbar:whatsapp-templates --locales=nl,en
php artisan pitchbar:whatsapp-templates --list       # check Meta approval status
php artisan pitchbar:whatsapp-test --email=ops@acme.com

Languages

Each operator receives the template in their own interface language when one has been submitted for it, falling back to the install's default language otherwise. The template command discovers the distinct locales of your staff (or takes an explicit --locales list) and submits exactly those — so you don't file a separate Meta review for languages nobody uses.

Off the visitor hot path
Every WhatsApp message is sent from a queued job (the analytics queue), never from inside the live SSE stream — a notification never slows a visitor's reply.

Testing

Use the Send test button in the System Settings WhatsApp section (any number) or in Profile → Notifications (your own saved number). Both report the real Telnyx result — an accepted send, or a rejection with the reason — rather than a misleading "sent". The pitchbar:whatsapp-test command does the same from the CLI.