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CRM Integrations

Instant WhatsApp Triggering

Send approved brochures and confirmations at the right point in a live qualification conversation.

7 min readUpdated 25 Sept 20264 guides in this section

WhatsApp actions should follow an explicit caller request or a completed commitment. Sending the wrong document, using an unapproved template, or messaging without valid consent can damage trust and compliance.

Recommended triggers

TriggerActionGuardrail
Caller requests the brochureSend the current project brochureMatch the requested project and language
Site visit is bookedSend location and approved preparation detailsOnly after the appointment is confirmed
Callback is requestedSend a concise confirmation with expected timingDo not promise an unsupported time
Lead is not qualifiedOffer approved follow-up optionsRespect contact preferences and quiet hours

Configure the message path

  1. 01

    Connect the approved business channel

    Complete channel verification and document the business identity used for sending.

  2. 02

    Approve message templates

    Use the correct provider template category and keep variables within the approved structure.

  3. 03

    Define eligibility

    Check the destination, consent or contact relationship, quiet hours, language, and project context.

  4. 04

    Map a stable document version

    Store which brochure or price document was approved for the campaign and event.

  5. 05

    Observe the result

    Record submitted, accepted, delivered, read, and failed states without treating delivery as a sales outcome.

Example action payload

json
{
  "action": "whatsapp.send_template",
  "callId": "call_01JZQ6Y7AF",
  "projectId": "property_01JZQ2N4KQ",
  "template": "approved_project_brochure",
  "language": "en",
  "variables": {
    "project_name": "Example Residences",
    "sender_name": "OP26X Sales"
  },
  "documentVersion": "brochure-v4"
}

Failure recovery

  • Keep the call successful if an optional follow-up message fails.
  • Store the failure reason and provider reference for support review.
  • Retry only idempotent eligible actions according to the provider policy.
  • Escalate opt-out and invalid-destination events to the contact-preference system.

Need implementation help?

Search the help center or talk with the OP26X telephony team.

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