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Use System Settings → WhatsApp Gateway to configure WhatsApp messaging for client notifications. You can enable or disable WhatsApp independently from SMS, and choose which notification types should prefer WhatsApp over SMS.

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Overview

WhatsApp integration allows you to send automated notifications to clients via WhatsApp instead of (or in addition to) SMS. This includes subscription expiry alerts, payment confirmations, and other system notifications. The feature supports multiple gateway providers and automatically falls back to SMS if WhatsApp is unavailable.

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Country availability

  • Kenya: APIWAP, Infobip, Twilio
  • Other countries: Infobip, Twilio

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Setup steps

  1. Open System Settings → WhatsApp Gateway and toggle Enable WhatsApp Gateway.
  2. Pick your provider in the WhatsApp Gateway dropdown.
  3. Enter the fields shown for that provider:
    • APIWAP: API Key. Sign in at account.apiwap.com/login to create/scan your instance and generate the key.
    • Infobip: Base URL, API Key, WhatsApp Sender. Use your Infobip portal at portal.infobip.com.
    • Twilio: Account SID, Auth Token, WhatsApp Sender (in the format whatsapp:+1234567890). Register a WhatsApp sender in the Twilio Console before going live.
  4. Save changes. You can also choose to prefer WhatsApp over SMS for expiry alerts, reminders, and payment confirmations in the same section.

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Notification preferences

In System Settings → WhatsApp Gateway, scroll to Delivery Preferences to choose when WhatsApp is used instead of SMS:
  • Prefer WhatsApp for expiry notifications – Switch expiry notices to WhatsApp.
  • Prefer WhatsApp for expiry reminders – Send pre-expiry reminders via WhatsApp.
  • Prefer WhatsApp for payment confirmations – Deliver payment confirmation messages on WhatsApp.
Turn on the toggles you want, then Save. If WhatsApp is disabled or no gateway is selected, Centipid automatically falls back to SMS for those messages.

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How it works

When WhatsApp is enabled and a gateway is configured:
  1. Automatic fallback: If WhatsApp delivery fails or the gateway is unavailable, Centipid automatically sends the message via SMS instead.
  2. Selective usage: You can choose which notification types use WhatsApp while others continue using SMS.
  3. Gateway switching: You can change providers at any time by updating the gateway selection and credentials.

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Provider-specific notes

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APIWAP

  • Requires scanning a QR code in the APIWAP console to link your WhatsApp account.
  • Use the APIWAP playground to test messages before enabling notifications.
  • Best for Kenya-based operations.

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Infobip

  • Requires an approved WhatsApp sender in your Infobip account.
  • Base URL format: https://{your-subdomain}.api.infobip.com
  • Supports multiple countries and production-ready messaging.

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Twilio

  • Requires registering a WhatsApp sender in the Twilio Console.
  • Sender format must be: whatsapp:+1234567890 (include country code).
  • Supports global messaging with proper sender registration.

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Troubleshooting

  • Messages not sending: Verify your gateway credentials are correct and the sender is approved/registered with your provider.
  • Fallback to SMS: Check that WhatsApp is enabled and the gateway is properly configured. Review logs for delivery errors.
  • Missing provider: Click Request WhatsApp Gateway to submit a request for additional providers.
If you need another provider, click Request WhatsApp Gateway in the form to submit details to the Centipid team.