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Integration · Communication
WhatsApp ERP integration for the channel your customers actually read
In many markets, customers ignore email but read WhatsApp within minutes. Sending order confirmations, delivery updates and payment reminders on WhatsApp — and logging replies against ERP records — can dramatically improve response.
Overview
What this integration is for
We integrate the WhatsApp Business Platform with the ERP, respecting template approval rules, opt-in requirements and the customer service window.
01Data
What data syncs, and in which direction
| Entity | Direction | Notes |
|---|---|---|
| Outbound notifications | ERP → App | Template messages for confirmations, shipping, invoices and reminders. |
| Inbound messages | App → ERP | Replies logged against customer, order or ticket. |
| Delivery & read status | App → ERP | Message status recorded for follow-up. |
| Opt-in status | ⇄ Both | Consent captured and respected. |
02Use cases
Common use cases
01
Order and delivery updates
Customers notified at each step.
02
Payment reminders
Friendly reminders with payment links.
03
Support conversations
Messages become helpdesk tickets.
04
Field appointment confirmations
Technician visits confirmed by reply.
03 — Architecture
API architecture
Messages are sent through the WhatsApp Cloud API (or a business solution provider) using pre-approved templates for business-initiated conversations. Inbound messages arrive by webhook and are matched to customers by phone number.
Free-form replies are allowed within the customer service window after a customer message; outside it, approved templates are required.
04Reliability
Authentication, errors and retries
01
Authentication
Meta business account with a system user access token scoped to the WhatsApp Business account; webhook verification token and signature validation.
02
Error handling
Template rejections, invalid numbers and policy errors logged against the record; fallbacks to email or SMS where configured.
03
Retry strategy
Transient send failures retried; permanent failures (invalid number, opted-out) not retried and flagged.
05 — Data mapping
Field mapping essentials
| ERP | |
|---|---|
| Customer mobile (E.164) | Partner phone |
| Template name + params | Notification type + fields |
| Inbound message | Message / ticket |
| Message status | Delivery log |
| Opt-in flag | Partner consent |
06 — Automation
Automation opportunities
- Send order confirmations and shipping updates automatically
- Remind customers of invoices due with payment links
- Create helpdesk tickets from inbound messages
- Confirm appointments and reschedule on reply
07 — Security
Security considerations
Explicit opt-in required for business messaging; phone numbers treated as personal data; tokens stored securely.
Related
Where this integration fits
Other integrations
Often connected together
TwilioSMS, voice and verification through Twilio, triggered by ERP events.HubSpotContacts, companies, deals and order data synchronised between HubSpot and your ERP.ShopifyOrders, customers, products, stock and fulfilment synchronised between Shopify and your ERP.Google WorkspaceGmail, Calendar, Drive and Google sign-in integrated with your ERP.
Insights
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FAQ
Frequently asked questions
Do we need template approval?
Yes, business-initiated messages must use templates approved by Meta.
Can customers reply?
Yes, replies are logged in the ERP and can create tickets.
Is opt-in required?
Yes, customers must opt in to receive WhatsApp messages from your business.
Next step
Connecting WhatsApp to your ERP?
Tell us what you want to automate. We will design a reliable integration with monitoring built in.