Notifications and WhatsApp
Tell people they have joined, that their turn is close and where to go, by email, text or WhatsApp.
What gets sent
| Message | When |
|---|---|
| Joined the queue | A ticket is issued. |
| Sent to another service | A desk sends them on. |
| Your turn is close | They are within the number of places you choose in Settings. |
| Called | A desk calls them, with the desk or room to go to. |
| Queue paused | Their queue is paused. |
| Appointment reminder | About a day before an appointment. |
Choose which messages go out, and how many places before the front to warn people, under Settings → Notifications. The ticket page updates live whatever you choose.
WhatsApp from your own number
Under Settings → WhatsApp, connect your organisation’s WhatsApp number. Messages go out from your number and the provider bills you directly. Your plan needs WhatsApp messages.
| Provider | Good for |
|---|---|
| Klargy shared number | Nothing to set up. Sends only, so keep consent on “Only people who opt in”. |
| WhatsApp Cloud API (Meta) | Production, with message templates approved by Meta. |
| Twilio | Teams already sending through Twilio. |
| WhatsApp Web (linked phone) | Pilots and small sites. Not an official API. |
- Choose the provider and fill in the account details it asks for. Save.
- Copy the Callback URL (and verify token or secret, if shown) into the provider’s webhook settings, so delivery receipts and replies come back.
- Press Test connection, then Send a test message to your own phone.
- Under Who gets messages, choose whether everyone with a phone number or only people who opt in get WhatsApp, and whether a text goes instead when WhatsApp can’t deliver.