Setting up SMS and WhatsApp messaging

Before your institution can send text or WhatsApp messages, you connect at least one messaging provider and, ideally, set up message templates. This is usually a one-time job for an administrator.

Before you start

• You need an account with a messaging provider, and the sign-in details the provider gives you. Your institution holds its own account with the provider and pays the provider directly.
• Availability, providers and costs vary by country and provider. Not every provider works in every country, and some countries require a sender name to be registered with the operator before messages are delivered.
• Setup is under Integrations, which is normally only open to administrators. If you do not see this option, it may not be included in your plan or your role may not have permission; ask your administrator.

Steps

Connect a text message provider

1. Go to Integrations > SMS Gateways.
2. Open Add a Gateway. Under Find a Gateway, the list shows providers marked Worldwide plus those for your campus country. If your campus country is not set, only worldwide providers appear, so set the country first.
3. Click Configure on your provider. Use Provider Setup Guide if you need help finding your details on the provider's side.
4. Choose the Channel, enter the Sender ID / Mask (leave it blank to use the provider's default) and fill in the details the provider asks for.
5. Tick Sandbox / test account only if these are test details. Set the Priority: lower is tried first within the same channel.
6. Save. The provider now appears under Gateways In Use.
7. Click Test Credentials on the row to check the connection. The Last Result column shows how the last attempt went.

Connect a WhatsApp provider

1. Go to Integrations > WhatsApp Gateways.
2. Follow the same steps: Add a Gateway, Configure, enter the details, save and test.
3. Some WhatsApp services work by linking a phone instead. Where your plan includes this, it is under Integrations > WhatsApp, where you add a device with its number including country code and scan the code shown with WhatsApp on that phone.

Set the order providers are tried in

1. In Gateways In Use, open the options on a row.
2. Use Try Earlier or Try Later to change the order, or disable a provider without removing it.

Create message templates

1. Go to Message Templates in the admin section and click Add New Template.
2. Enter a Template Name, choose the Channel (Any, SMS or WhatsApp) and choose where it is Used For.
3. Write the Message. Use Insert a field to add details such as the student's name, or Add a fill-in field for something the sender types each time, like a date.
4. Save. The template is now offered on the screens it is used for.

Good to know

• WhatsApp business messages to families usually need a template approved by WhatsApp first. Where your plan supports it, a WhatsApp template can be sent for approval with Submit to Meta, and Refresh Status shows when it is approved. Approval and pricing are set by WhatsApp and your provider, not by your institution.
• Some countries also have their own sender and template registration rules. Your provider can tell you what applies.
• Not every screen offers every field. Use fields the screen you send from actually has.
• Check the result in Reports & History > SMS history after your first real send.

For an overview, see Front Office.