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How to Set Up WhatsApp Integration in Detrack

Anggie avatar
Written by Anggie
Updated over a week ago

Detrack’s WhatsApp integration lets you send automated delivery or collection notifications to your customers using approved WhatsApp templates. The setup involves two parts, configuring WhatsApp in Twilio and connecting your approved templates in Detrack.

Note: Currently, Detrack supports Twilio as the WhatsApp notification provider.

Step 1: Configure WhatsApp in Twilio

Before setting up WhatsApp notifications in Detrack, you must configure WhatsApp in your Twilio account.

1. Set Up a WhatsApp Sender

  • From your Twilio dashboard, go to Messaging > Senders > WhatsApp senders
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  • Create New Sender if you have no existing Sender yet or Edit Sender if you want to use the existing one.
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  • Choose either a Twilio-provided number or your own physical phone number with an active SIM
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2. Link Your Business Account

  • Log in to your Facebook Business Manager and link your WhatsApp number to your business account
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  • Complete the verification process to authorize messaging.
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3. Create WhatsApp Message Templates

First of all, when creating message templates, please select Utility as the template type as delivery notifications are transactional messages (e.g., order updates, delivery).

Important: Do not select “Marketing” templates, as they are subject to stricter limitations and will be blocked by Meta after a certain limit.

  • Go to Content Template Builder > Create New
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  • Complete the General Information section for the template > Create.
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    • Template Name = a unique name for your template. The name can only include lowercase letters, numbers, and underscores (e.g., delivery_update_1). Spaces and special characters are not allowed.

    • Template Language = choose the language your message will be written in. This ensures that WhatsApp knows which version of the message to send based on the recipient’s language settings.

    • Content Type = the structure and format of your message (e.g., Text, Media, Quick Reply)

  • Type your message content in the Body section and include any dynamic variables in your Twilio template. Refer to the example below:
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    Hi {{name}},
    ​Your {{type}} at {{address}} (D.O. No.: {{do_no}}) is on the way now!
    {% if eta != blank %}
    We will be there in {{eta}}.
    ​Start tracking your delivery here: {{tracking_link}}
    {% endif %}

    (Note: Please ensure that your dynamic variables correspond exactly to the variable tags used in Detrack)

    Click Save and submit for WhatsApp approval.
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  • A pop up will appear and fill in the necessary details
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  • Select Utility as the template type for transactional messages (e.g., order updates, delivery notifications).
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    Important: Do not select “Marketing” templates as your messages will be blocked after a certain limit
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  • A confirmation message will appear indicating that your content template has been successfully submitted for WhatsApp review.
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    At this stage, the template status will show “WhatsApp approval under review”, meaning it cannot be used until it has been approved by WhatsApp. Once approved, it will be available for use in your WhatsApp integration.

Step 2: Access WhatsApp Settings in Detrack

Once your templates are approved in Twilio:

  1. From your Detrack dashboard, select Settings > Notifications > WhatsApp Settings:
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    • Sender No. = This is your Twilio WhatsApp-enabled number. Enter it in international format (e.g. +15558215926).

    • Phone Number to Send Notification = Enter your test recipient phone number. Detrack will send test notifications to this number to confirm setup.

    • Twilio Account WA SID = Enter your Twilio Account WA SID, can be found from your Twilio Account Console

    • Twilio Auth WA Token = From the same Twilio Console page, copy your Auth Token and paste it into this field.
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2. After filling the required fields, click “Save”.

Step 3: Enable WhatsApp Notifications for Deliveries and/or Collections

After connecting Twilio and your approved templates, you can enable WhatsApp notifications for selected delivery events. Please note that it may take some time for the templates to fully load into Detrack.

  • Navigate to Notification Settings (the first tab).
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  • Choose the events for which you’d like to activate WhatsApp notifications. For instance, Info Received, Scheduled, Completed, and so on.
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  • A pop up will appear, select WhatsApp tab.
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    • Send WhatsApp Message = Toggle this on to enable WhatsApp notifications for this notification rule. If it’s disabled, no WhatsApp message will be sent.

    • Send Text / SMS to = Choose which phone number field from the job should receive the message.

    • Recipients = Add any internal team members’ phone numbers (one per line) who should also receive a copy of the WhatsApp message.

    • Message Templates = Select the pre-approved WhatsApp message template you have set up with your provider

    • Notification Start Time / End Time = These fields define the time window when WhatsApp notifications can be sent.

Once you’ve configured your WhatsApp notification settings, click Save to apply your changes or Save and Send Test Notification to ensure everything is working correctly.

If you have any questions or need further assistance, don’t hesitate to contact our support team through live chat or send us an email to support@detrack.com.
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