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Optional WhatsApp configuration for your Twilio account


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After you successfully add a WhatsApp number to your Twilio account, you can perform additional configuration to enhance how Pega Intelligent Virtual Assistant (IVA) interacts with users on WhatsApp Messenger. Performing these optional steps improves the functionality of the WhatsApp profile used by the IVA, for example, by letting the system send messages outside of the saved conversation in WhatsApp Messenger.

Create 24-hour window templates

To prevent spam in the system, the WhatsApp social messaging platform generally prevents you from sending unsolicited messages to users. In other words, messages that are outside of a conversation thread. The WhatsApp social messaging platform states that you cannot send a message to a user unless that user has sent a message to you within the last 24 hours. In order to send unsolicited messages to users outside of the last 24 hours, you can create an exception to this rule for your WhatsApp profile by sending notifications based on templates. For more information, see Send WhatsApp notification messages with templates on the Twilio website.

Obtain Official Business Account status for WhatsApp

You can optionally obtain an Official Business Account status for your WhatsApp profile. Your Twilio profile then features a WhatsApp badge of approval, which works similarly to the verified account designation on Twitter. The Official Business Account status is not a requirement, as you do not need an official business account for an IVA to interact with users on WhatsApp Messenger. To learn how to obtain the Official Business Account status for your WhatsApp profile, see the WhatsApp Verified Accounts section in the Twilio API for WhatsApp guide on the Twilio website.

  • Best practices when using an IVA for WhatsApp

    After you successfully configure Pega Intelligent Virtual Assistant (IVA) for Unified Messaging to interact with users through WhatsApp Messenger, and define the chatbot behavior, there are several best practices to consider before you train and test the text analytics model, and move the system to a production environment. By following these guidelines, you can troubleshoot some issues related to the WhatsApp service, for example, when the IVA does not receive a response from users or cannot send large image files in WhatsApp Messenger.

  • Setting up the IVA for WhatsApp

    Enable users to interact with Pega Intelligent Virtual Assistant (IVA) by using WhatsApp Messenger so that they can quickly and efficiently resolve their issues, request help, or report problems within your application. For example, when users request a car insurance quote in WhatsApp Messenger, the chatbot can respond by asking for more information and automatically opening an Insurance Quote business case in your application.

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