WhatsApp Business on Configuration → Integrations lets EDGE Sword send and receive WhatsApp messages through Twilio or Meta. After setup, open the WhatsApp config page to manage templates and connection details.
Please note:
- You need an active Twilio WhatsApp-enabled number or a Meta WhatsApp Business phone number ID and access token.
- Copy the webhook URL (and Meta verify token when shown) into your provider dashboard — without it, inbound messages will not reach EDGE Sword.
- Template messages must follow provider approval rules before you can send them outside the customer care window.
Connect from Integrations
- Open Configuration → Integrations.
- Find WhatsApp Business → Connect.
- Choose Provider:
TwilioorMeta. - Enter credentials:
| Provider | Fields |
|---|---|
| Twilio | Account SID, Auth Token, WhatsApp From number (whatsapp:+…) |
| Meta | Access Token, Phone Number ID, Business Account ID |
- Submit — EDGE Sword returns a Webhook URL (and a Webhook Verify Token for Meta).
- Paste those values into Twilio or Meta’s webhook / callback settings.
- Close the dialog, then open Configure on the card to reach the WhatsApp config page.
WhatsApp config page
From the Integrations card (or /dashboard/configurations/integrations/whatsapp/config) you can:
- Review connection status and provider
- Manage message templates (create, track approval/status)
- Refresh provider data after changes in Twilio or Meta
Troubleshooting
| Symptom | Check |
|---|---|
| Connect fails | SID/token or Meta token scopes; WhatsApp From format |
| No inbound messages | Webhook URL + verify token in provider console |
| Cannot send template | Template status must be approved in the provider |
| Wrong number | Reconnect with the correct From / Phone Number ID |
flowchart LR User[Customer WhatsApp] --> Provider[Twilio or Meta] Provider --> Webhook[EDGE webhook] Webhook --> EDGE[EDGE Sword] EDGE --> Provider Provider --> User
See also Integrations overview and Track interactions for logging conversation context on CRM records.