Quick setup checklist
RapidPro.app integrates with WhatsApp through an approved provider. Common options include:
- Twilio
- 360Dialog
- Pick the provider that matches your region, compliance needs, and expected volume.
- Connect your WhatsApp channel in Workspace Settings → Channels → + New Channel using your provider’s setup steps.
- Send a basic test message to confirm your channel can deliver messages successfully.
WhatsApp enforces a customer care window (commonly 24 hours). Most providers require an approved message template to message contacts outside that window.
- Templates must be approved by your provider before they can be used.
- RapidPro.app can help you select and configure templates in flows (depending on provider capabilities).
Twilio’s WhatsApp template behavior can differ from providers that support direct template syncing.
How Twilio typically behaves: Twilio may attempt to match your outgoing message to an approved template in your Twilio account.
- In your first outbound message (outside the 24-hour window), send the exact text of a template that is approved in your Twilio account.
- Match the template text as closely as possible (ideally word-for-word).
- Test outside the 24-hour window to confirm Twilio matches and delivers successfully.
Buttons (Quick Replies)
- WhatsApp templates can include interactive buttons (Quick Replies).
- Limit: Each button label has a maximum of 20 characters.
Template structure (header/body/footer)
- Header: can include an attachment (document, image, or video) depending on provider/template type.
- Body: message content (commonly up to 1024 characters) and may include variables (e.g., contact name).
- Footer: commonly up to 60 characters.
- Quick Replies: displayed underneath the footer.
Attachments
Templates may support attachments through the header (provider-dependent).
Stickers
To send stickers via the WhatsApp API, typical constraints include:
- File type: image/webp
- Dimensions: < 512×512
- File size: < 100KB (static) or < 500KB (animated)
GIFs
GIF is not supported as a WhatsApp API media format in many setups. Convert GIFs to a supported format (image/video) before sending.
If your workspace is multilingual, make sure your WhatsApp templates exist in the correct languages so they can map to:
- your workspace languages, and
- your contact’s preferred language (when applicable).
Common Issues
Messages fail outside the 24-hour window
Fixes:
- Confirm you’re using an approved template for your provider.
- If using Twilio, ensure the message text matches the approved template word-for-word (or extremely closely).
- Verify the template is approved in the correct language (if your workspace is multilingual).
Buttons don’t show or fail to send
Fixes:
- Keep each button label ≤ 20 characters.
- Verify your provider/template type supports buttons.
Media won’t send (stickers, GIFs, or attachments)
Fixes:
- For stickers, confirm WEBP, correct dimensions, and file size limits.
- Don’t use GIF—convert to a supported format instead.
- If sending attachments, confirm your provider supports media in the template header.
The wrong language template is selected
Fixes:
- Align template languages with the languages in your workspace.
- Verify the contact’s preferred language when testing multilingual flows.