Prerequisites
Know which provider account and business own the sender.
Provider setup
KaiCalls supports a customer-owned Twilio account or a KaiCalls-managed subaccount. The sender must remain bound to the intended business. Self-service setup is available only when the required Meta and Twilio configuration is enabled.
Registration access
Be ready to complete Meta Embedded Signup and receive the provider's phone verification code for the assigned number.
SMS and WhatsApp are independent channels. Verify WhatsApp even when the same business already sends ordinary text messages.
Provider setup
Create the sender, complete registration, then refresh its status.
- 1
Choose the business
Go to Dashboard → Settings → Connections → WhatsApp from the business that should own the sender and conversation history. - 2
Complete Meta Embedded Signup
Follow the Meta and Twilio registration steps for the phone number assigned to the sender. - 3
Verify the phone
Enter the six-digit verification code when the provider requests it. - 4
Refresh the connection
Refresh the sender connected to this business until Twilio reports that it is ONLINE.
Connection proof
A successful request is not the same as an active channel.
Creation and verification acknowledgements only prove that the provider accepted that step. They do not prove that the correct sender can receive real customer messages.
- Read back an ONLINE provider status for the sender attached to the correct business.
- Confirm the phone number shown for the sender is the number you registered.
- Send a permitted test message to the WhatsApp number from a real device.
- Confirm the inbound conversation appears under the intended KaiCalls business.
- Reply through the approved channel and verify the response reaches that same device.
Treat the channel as active only after the provider status and a real inbound test both succeed for the correct business. A create or verify message by itself does not prove the channel is active.
Safe operation
Consent, templates, opt-outs, and provider rules still apply.
Use WhatsApp only for customers and conversations you are allowed to contact. Free-form replies are limited to the provider's 24-hour customer-service window. KaiCalls does not currently provide outbound WhatsApp templates, so do not treat this connection as a general-purpose campaign channel. Sender status, customer consent, opt-outs, and provider rules can all affect whether a message may be sent. For standard text messaging, see How to Use SMS Features.
Troubleshooting
If the sender is not ONLINE
Verification was accepted, but status is pending
Refresh the connection. Meta or Twilio can accept registration before the sender is ready to use.
The number belongs to the wrong business
Stop testing and confirm the KaiCalls business and provider account selected during setup before creating another sender.
SMS works, but WhatsApp does not
Check the WhatsApp sender itself. SMS registration and delivery do not establish a WhatsApp connection.
Status is ONLINE, but no message appears
Send a real message from another phone. Confirm it appears under the correct KaiCalls business before using the number with customers.