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Getting Started with WhatsApp

This guide walks you through the complete onboarding process to start sending and receiving WhatsApp messages through Exotel.

Prerequisites​

Before you begin, ensure you have the following:

RequirementDetails
Exotel AccountActive Exotel account with WhatsApp plan enabled
Meta Business ManagerA Meta Business Manager account at business.facebook.com
Business DocumentsLegal business registration documents for verification
Phone NumberA phone number that is not already registered on WhatsApp (personal or business app)
WebsiteA live website or business page for Meta verification

Onboarding Steps​

Step 1: Create or Access Your Exotel Account​

  1. Sign up at my.exotel.com if you do not have an account
  2. Navigate to WhatsApp in the left sidebar
  3. Click Get Started or Enable WhatsApp
tip

If you already have an Exotel voice or SMS account, WhatsApp can be enabled as an add-on. Contact your account manager or write to support@exotel.com.

Step 2: Set Up Meta Business Manager​

If you do not already have a Meta Business Manager account:

  1. Go to business.facebook.com/overview
  2. Click Create Account
  3. Enter your business name, your name, and business email
  4. Fill in your business details (address, website, phone number)
  5. Complete the email verification
warning

Use your official business email domain (e.g., you@yourcompany.com) rather than a personal email. This is important for business verification.

Step 3: Business Verification​

Meta requires all businesses using the WhatsApp Business API to complete business verification. This confirms your business is a legitimate entity.

  1. In Meta Business Manager, go to Settings > Business Info > Business Verification
  2. Upload the required documents (see Business Verification for the full list)
  3. Meta reviews your application (typically 2-7 business days)
  4. You will receive an email notification once verified

Step 4: Register Your Phone Number​

Your WhatsApp Business API number must meet specific requirements:

  1. The number must be able to receive SMS or voice calls (for one-time verification)
  2. The number must not be currently registered on WhatsApp (personal or business app)
  3. If the number is currently on WhatsApp, you must delete the WhatsApp account first

To register your number with Exotel:

  1. Navigate to WhatsApp > Phone Numbers in the Exotel dashboard
  2. Click Add Phone Number
  3. Enter your phone number in E.164 format (e.g., +919876543210)
  4. Select the verification method: SMS or Voice Call
  5. Enter the 6-digit verification code you receive
  6. Set your business display name (see Display Name Guidelines)

For complete number requirements, see WhatsApp Number Requirements.

Step 5: Create Your Business Profile​

Configure your WhatsApp Business profile to help customers recognize your business:

FieldRequiredDescription
Display NameYesYour business name shown to customers
AboutNoShort description (max 139 characters)
Profile PhotoNoSquare image, minimum 192x192 pixels
Business CategoryYesIndustry category (e.g., "E-Commerce", "Healthcare")
Business DescriptionNoDetailed description (max 512 characters)
AddressNoPhysical business address
EmailNoContact email address
WebsiteNoYour business website URL

Step 6: Create a Message Template​

Before you can send outbound messages, you need at least one approved template:

  1. Navigate to WhatsApp > Templates in the Exotel dashboard
  2. Click Create Template
  3. Fill in the template details:
    • Name: Lowercase, underscores only (e.g., order_confirmation)
    • Category: Utility, Authentication, or Marketing
    • Language: Select the language(s) you need
    • Header (optional): Text, image, video, or document
    • Body: Your message text with {{1}}, {{2}} placeholders for dynamic content
    • Footer (optional): Short footer text
    • Buttons (optional): Quick Reply or Call-to-Action
  4. Submit for Meta review
tip

Template review typically takes a few minutes to 24 hours. Start with a simple utility template (e.g., order confirmation) as these have the highest approval rate.

For detailed guidance, see Creating WhatsApp Templates.

Step 7: Get Your API Credentials​

  1. Go to my.exotel.com/apisettings/site#api-credentials
  2. Copy your API Key, API Token, and Account SID
  3. Note the appropriate endpoint for your region:
RegionEndpoint
Indiahttps://api.in.exotel.com
Singaporehttps://api.exotel.com

Step 8: Send Your First Message​

Use the Send Message API to send a template message:

curl -u '<api_key>:<api_token>' -X POST "https://api.in.exotel.com/v2/accounts/<account_sid>/messages" \
  -H "Content-Type: application/json" \
  -d '{
    "from": "+919876500001",
    "to": "+919876543210",
    "content": {
      "recipient_type": "individual",
      "type": "template",
      "template": {
        "name": "hello_world",
        "language": {
          "code": "en",
          "policy": "deterministic"
        }
      }
    }
  }'

A successful response returns HTTP 202:

{
  "request_id": "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
  "http_code": 202,
  "response": {
    "whatsapp": {
      "messages": [
        {
          "code": 202,
          "status": "success",
          "data": {
            "sid": "msg_sid_value"
          }
        }
      ]
    }
  }
}

Step 9: Set Up Webhooks​

Configure webhooks to receive delivery status updates and inbound messages:

  1. Navigate to WhatsApp > Settings > Webhooks in the Exotel dashboard
  2. Enter your webhook URL (must be HTTPS)
  3. Select the events you want to receive:
    • Message Status -- Sent, delivered, read, failed
    • Inbound Messages -- Messages from customers

For webhook payload details, see WhatsApp Webhooks.

Onboarding Checklist​

Use this checklist to track your progress:

  • Exotel account created and WhatsApp plan enabled
  • Meta Business Manager account created
  • Business verification submitted and approved
  • Phone number registered and verified
  • Business profile configured
  • At least one message template created and approved
  • API credentials obtained
  • First test message sent successfully
  • Webhooks configured for status updates and inbound messages

Common Onboarding Issues​

IssueResolution
Business verification rejectedEnsure documents match your Meta Business Manager details exactly. See Business Verification
Phone number already registeredDelete the existing WhatsApp account from the phone, wait 5 minutes, then retry
Display name rejectedFollow Display Name Guidelines. The name must match your business and not contain generic terms
Template rejectedReview Template Guidelines for common rejection reasons
API returns 401Double-check your API key, token, and account SID at the API settings page

Next Steps​