04 Messaging Integration

Messaging Integration Setup Guide

Overview

The Messaging Integration system allows you to send SMS, WhatsApp, and other messages directly to clients, vendors, and signers. This professional communication tool helps you send appointment reminders, payment notifications, and important updates.

Supported Messaging Channels

SMS (Text Messaging)

  • Provider: Twilio
  • Use Case: Simple text messages, urgent notifications
  • Features: 160-character messages, delivery receipts
  • Best For: Quick alerts, confirmations, reminders

WhatsApp Business

  • Provider: WhatsApp Business API
  • Use Case: Rich messaging with interactive elements
  • Features: Templates, buttons, media sharing, read receipts
  • Best For: Detailed communications, document sharing

MMS (Picture Messages)

  • Provider: Twilio
  • Use Case: Sending images and documents
  • Features: Media attachments, 1600-character limit
  • Best For: Document samples, signatures, photos

Slack Integration

  • Provider: Slack API
  • Use Case: Internal team notifications
  • Features: Channel messaging, file sharing, rich formatting
  • Best For: Team updates, system notifications

Getting Started

Prerequisites

Before setting up messaging integrations:

  1. Business Account: Ensure you have a registered business
  2. Phone Number: A dedicated business phone number
  3. Provider Accounts: Create accounts with messaging providers
  4. Budget: Messaging costs vary by provider and volume

Step 1: Access Messaging Settings

  1. Go to Dashboard → Settings → Integrations
  2. Click on the Messaging tab
  3. You'll see available messaging providers

Step 2: Set Up SMS with Twilio

  1. Create a Twilio Account:

    • Visit twilio.com
    • Sign up for a free trial or paid account
    • Verify your phone number

  2. Get Twilio Credentials:

    • Log into your Twilio Console
    • Go to Settings → General
    • Note your Account SID and Auth Token
    • Purchase or port a phone number

  3. Configure in Platform:

    • Click Add Twilio SMS
    • Enter your Account SID and Auth Token
    • Select your Twilio phone number
    • Click Test Connection

Step 3: Set Up WhatsApp Business

  1. Get WhatsApp Business Account:

  2. Configure WhatsApp API:

    • Set up a Meta for Developers account
    • Create a WhatsApp Business app
    • Get your Phone Number ID and Access Token
    • Configure webhook endpoint

  3. Connect in Platform:

    • Click Add WhatsApp Business
    • Enter your Phone Number ID and Access Token
    • Configure webhook settings
    • Test the connection

Step 4: Set Up MMS

If you have Twilio SMS configured, MMS is automatically available:

  • No additional setup required
  • Uses the same Twilio credentials
  • Media files are hosted by Twilio

Step 5: Set Up Slack Integration

  1. Create a Slack App:

    • Go to api.slack.com
    • Create a new Slack app
    • Add the bot user and chat permissions

  2. Install to Workspace:

    • Click "Install to Workspace"
    • Get your Bot User OAuth Token
    • Add the bot to relevant channels

  3. Configure in Platform:

    • Click Add Slack
    • Enter your Bot Token
    • Select default channel
    • Test the connection

Using the Messaging System

Sending Simple SMS

  1. Navigate to a client or order page
  2. Click Send Message
  3. Select SMS as the channel
  4. Type your message (max 160 characters)
  5. Click Send

Using WhatsApp Templates

WhatsApp requires pre-approved templates for business messaging:

  1. Create Template:

    • Go to WhatsApp Business Manager
    • Design your message template
    • Submit for approval (usually takes 24-48 hours)

  2. Use in Platform:

    • Select WhatsApp as channel
    • Choose a template from dropdown
    • Fill in required variables
    • Send to recipient

Sending Media via MMS

  1. Select MMS as the channel
  2. Upload your image or document
  3. Add text message (up to 1600 characters)
  4. Send to recipient

Sending Slack Messages

  1. Configure default Slack channel
  2. Select Slack as channel
  3. Type your message
  4. Format with markdown if needed
  5. Send to channel

Message Templates

Creating Templates

  1. Go to Settings → Communication Templates
  2. Click Create New Template
  3. Configure:
    • Name: Internal identifier
    • Channel: SMS, WhatsApp, or All
    • Subject: Brief description
    • Content: Message with variables

Using Variables

Variables in templates use double curly braces:

  • {{client_name}} - Client's full name
  • {{appointment_date}} - Appointment date/time
  • {{company_name}} - Your business name
  • {{invoice_amount}} - Invoice total

Template Examples

Appointment Reminder (SMS)

Hi {{client_name}}, this is a reminder about your appointment on {{appointment_date}}. Reply C to confirm or call {{company_phone}} to reschedule.

Welcome Message (WhatsApp)

Welcome to {{company_name}}! We're excited to serve you. Your client portal is ready at: {{portal_url}}. Need help? Call {{company_phone}}.

Payment Reminder (MMS)

Hello {{client_name}}, your invoice #{{invoice_number}} for {{invoice_amount}} is due on {{due_date}}. You can pay online at: {{payment_url}}

Compliance and Legal Requirements

TCPA Compliance (SMS)

  • Express Consent: Must have written permission
  • Opt-out Option: Include STOP in all messages
  • Hours: Only send 8 AM - 9 PM recipient time
  • Frequency: Limit to reasonable number of messages

WhatsApp Business Policy

  • 24-Hour Window: Free-form messaging within 24 hours of last contact
  • Template Use: Use templates outside window
  • No Spam: Only message users who opted in
  • Content Rules: Follow WhatsApp commerce policy

Best Practices

  1. Get Permission First: Always get express consent
  2. Identify Yourself: Include company name in messages
  3. Provide Opt-out: Include STOP or unsubscribe option
  4. Respect Time Zones: Consider recipient's local time
  5. Keep it Relevant: Send only important, timely messages

Managing Contacts and Consent

DNC (Do Not Call) List

The system maintains a DNC list:

  • Numbers automatically added when users text STOP
  • Manual addition through messaging settings
  • Respected for all future messages

Consent Management

Track consent for each contact:

  • Express: Written permission obtained
  • Implied: Existing business relationship
  • Withdrawn: User has opted out
  • Expired: Consent has expired

Pricing and Costs

SMS Costs

  • US/Canada: ~$0.0079 per message
  • International: Varies by country
  • MMS: ~$0.02 per message (US/Canada)

WhatsApp Costs

  • Template Messages: Varies by country (~$0.02-0.10)
  • Free-form: Within 24-hour window
  • Conversations: Charged per 24-hour session

Managing Costs

  1. Set Budgets: Configure monthly spending limits
  2. Monitor Usage: Track message volume and costs
  3. Optimize Templates: Use concise messaging
  4. Batch Sends: Group similar messages

Advanced Features

Scheduled Messages

Schedule messages for future delivery:

  1. Compose message as usual
  2. Click Schedule
  3. Select date and time
  4. Confirm timezone

Message Batches

Send to multiple recipients:

  1. Create recipient list
  2. Compose message or select template
  3. Review recipients
  4. Send batch

Delivery Tracking

Monitor message status:

  • Sent: Message delivered to provider
  • Delivered: Received by device
  • Read: Message opened (WhatsApp)
  • Failed: Unable to deliver

Automated Messages

Set up automatic triggers:

  • New Client: Welcome message
  • Appointment Scheduled: Confirmation
  • Payment Due: Reminder
  • Document Ready: Notification

Troubleshooting

Messages Not Sending

Check:

  1. Provider credentials are correct
  2. Account has sufficient balance
  3. Phone number format is correct (include country code)
  4. Recipient isn't on DNC list

WhatsApp Messages Failing

Check:

  1. Template is approved
  2. 24-hour window rule compliance
  3. Phone number has WhatsApp
  4. API quota not exceeded

High Costs

Solutions:

  1. Review message frequency
  2. Use shorter messages
  3. Batch similar messages
  4. Consider email for non-urgent communications

Deliverability Issues

Solutions:

  1. Verify sender ID registration
  2. Check message content for spam triggers
  3. Maintain clean phone number lists
  4. Monitor feedback loops

Getting Support

Self-Service Resources

  1. Documentation: Detailed API and setup guides
  2. Status Page: Check provider service status
  3. Community Forums: User discussions and solutions

Contact Support

For technical issues:

  1. Support Tickets: Submit with error details
  2. Live Chat: Available during business hours
  3. Email: support@yourcompany.com

Escalation

For urgent issues:

  1. Mark ticket as "High Priority"
  2. Include client impact details
  3. Provide error logs and screenshots

Security and Privacy

Data Protection

  1. Encryption: All messages encrypted in transit
  2. Secure Storage: Credentials encrypted at rest
  3. Access Control: Role-based access to messaging
  4. Audit Logs: All messaging activities logged

Privacy Best Practices

  1. Minimum Data: Collect only necessary information
  2. Retention: Don't keep messages longer than needed
  3. Access: Limit who can view message content
  4. Rights: Honor data deletion requests

Future Enhancements

Upcoming Features

  1. RCS Messaging: Rich Communication Services
  2. Telegram Business: Additional channel option
  3. AI Suggestions: Smart message recommendations
  4. Advanced Analytics: Detailed engagement metrics
  5. Multi-language: Support for more languages

Beta Programs

Join our beta to test new features:

  • Early access to new channels
  • Influence product direction
  • Direct feedback to developers

Quick Reference

Common Commands

  • STOP: Opt-out from all messages
  • HELP: Get contact information
  • INFO: Request specific information
  • STATUS: Check appointment status

Message Limits

  • SMS: 160 characters (1600 for MMS)
  • WhatsApp: 4096 characters
  • Slack: 40000 characters
  • Templates: Up to 1024 characters

Rate Limits

  • SMS: 1 message/second per number
  • WhatsApp: 100 messages/second
  • MMS: 1 message/second
  • Slack: 1 message/second