This document covers keyword support for WhatsApp numbers, the ability to add WhatsApp numbers to accounts in the CEM, and use shared WhatsApp numbers, similar to short codes.

Navigation

Paradox Admins have two main ways to navigate to the WhatsApp Phone Numbers settings:

Option #1: Via Admin Tools 

1. In the upper-left corner, select All Apps, and then select Settings.
2. Under Paradox Tools, select Admin.
3. Navigate to the Credential Settings section, and select WhatsApp Phone Numbers.
4. You can select the following details to add WhatsApp Phone Numbers:
   • Twilio Account – Select the Twilio account associated with the WhatsApp phone number.
   • Phone Number – Enter the phone number.
     

Option #2: Via Phone Numbers

1. In the upper-left corner, select All Apps, and then select Settings.
2. Under Paradox Tools, select Phone Numbers.
3. Navigate to the WhatsApp Phone Numbers section.
   

WhatsApp phone numbers

WhatsApp numbers can be added to any account with WhatsApp enabled and behave similarly to standard 10-digit long code numbers, except for the template requirements. Currently, a single WhatsApp number can only be used on one account at a time. In a future update, we will add support for single WhatsApp numbers to be added to multiple accounts.

Editing / viewing a WhatsApp number

You can edit and/or view a WhatsApp phone number by navigating to the WhatsApp Phone Numbers section of the Phone Numbers page, clicking into the preferred number, making any edits, and then clicking Save.

---

WhatsApp keywords

WhatsApp keywords behave exactly like short code or phone number keywords, except that they apply to WhatsApp numbers. Users can create keywords from any string of characters, provided that the keyword is not already in use on that number.

Location-based keywords

WhatsApp also supports location-based keywords. These are auto-generated keywords per location, the same as SMS location-based keywords. We re-use the same keyword generation logic for WhatsApp location-based keywords and SMS location-based keywords. Thus a location will share the same auto-generated keyword for both SMS and WhatsApp; however, the QR codes generated for SMS and WhatsApp are unique.

Configuration

1. Location-based keywords are split into their own subsection under the WhatsApp Keywords section. Navigate to this section.
2. Click the gear icon next to Location Based Keywords. This allows you to customize the default settings for these keywords.
   
   
    
3. Click Save to save your changes.

Users can also view their location-based keywords by location in Location Management.