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Integrating WhatsApp with Independent Software Vendors (ISV) and System Integrators (SI)

Overview

Independent software vendors (ISVs), system integrators (SIs) and other third parties that wish to integrate with WhatsApp for their customers must follow a specific process. This guide explains the procedure for setting up a WhatsApp integration with third parties. 

Note: Existing ISVs - Meta is ending support for the onboarding method used in Guided Onboarding on December 31, 2024.

 

What You Need To Know

If you previously onboarded client businesses to WhatsApp with Twilio using Guided Onboarding, you may continue to register WhatsApp Senders for existing and new client businesses using that process until December 31, 2024 with the following limits:

- 6 new businesses (WABAs created) per week 
- 6 new senders registered (per ISV, not per end client) per week
- Further volume restrictions will apply to ISVs with over 10 Senders

For more information see the WhatsApp ISV Onboarding Explained section below.

We recommend adopting the Tech Provider Program to efficiently continue registering WhatsApp Senders for your client businesses.

 

WhatsApp ISV and End Client Onboarding Explained

For ISVs integrating after February 1st, 2024

In February 2024, Twilio started onboarding all new ISVs through Meta’s Tech Provider Program. This program allows ISVs to:

  • Provide self-serve WhatsApp onboarding for their customers through a "Login with Facebook" button within their UI using WhatsApp Embedded Signup
  • Manage their customers’ WhatsApp Business Accounts to provide higher level of support
  • Register WhatsApp numbers programmatically with Twilio's Senders API

For more information on the Tech Provider Program on Twilio, see here.

 

For ISVs who integrated with Twilio prior to February 1st, 2024 and who have not migrated to the Tech Provider Program

You will need to adopt the Tech Provider Program prior to December 31st, 2024. You will be able to continue onboarding new senders using Guided Onboarding until then, but after this date, WABAs will be disabled and messages will fail if you have not fully integrated with the Tech Provider Program. This program allows ISVs to:

  • Provide self-serve WhatsApp onboarding for their customers through a "Login with Facebook" button within their UI using WhatsApp Embedded Signup
  • Manage their customers’ WhatsApp Business Accounts to provide higher level of support
  • Register WhatsApp numbers programmatically with Twilio's Senders API

For more information on the Tech Provider Program on Twilio, see here.

In the meantime, Guided Onboarding will be subject to limitations on how many end clients can be onboarded each week. For these customers, WhatsApp onboarding is a manual process.

Twilio does not charge onboarding or registration fees for WhatsApp. However, due to the manual onboarding process, there is an expectation that ISVs and SIs onboard end clients with production usage that will scale to certain annual messaging volumes.

To make sure we maintain quality service and reasonable onboarding times for all of our ISV and SI customers, please note the following limitations:

  • 6 new businesses onboarded (WABA created) per week
  • 6 new senders registered (in total, not for each ISV/SI end client) per week
  • A fair usage policy applies to any ISV / SI customer with 10 or more approved senders across all clients, as follows:
    • Each additional sender is expected to send or receive at least 20,000 messages annually.
    • If the ISV’s approved senders are not sending or receiving at least 20,000 messages annually, Twilio will waitlist additional sender requests and onboard them as capacity allows. In severe cases of underperformance or abuse, Twilio may refuse onboarding additional sender requests until the messaging volume per sender increases.
  • Using non-Twilio phone numbers (e.g. “Bring your own numbers” or “BYONs”) also have specific limitations documented here that must be followed.

Please note that Twilio may update these guidelines at any time as the onboarding processes and business priorities change over time. If you are an ISV or SI that requires dedicated onboarding support beyond these current limits, and you have a Twilio Account Manager, please reach out to them directly to discuss your requirements. Your Twilio Account Manager will work with you to come up with an agreed upon onboarding plan for your use case if our team is able to support it. If you are not currently assigned a Twilio Account Manager, please complete this form to contact the Twilio Sales team.

Use the guide here for information on how to onboard clients through Guided Onboarding

 

Tech Provider Program Integration

You can find the overview of the Tech Provider Program and pre-requisites here and a full integration guide here.

 

Frequently Asked Questions

Who does this guide apply to?

This guide applies to ISVs integrating with the WhatsApp Business Platform with Twilio. See here to understand if you are an ISV or a direct customer.

 

Conclusion

Independent software vendors (ISVs), system integrators (SIs) and other third parties that wish to integrate with WhatsApp for their customers must follow a specific process.

In February 2024, Twilio started onboarding all new ISVs through Meta’s Tech Provider Program.

For Existing ISVs - Meta is ending support for the onboarding method used in Guided Onboarding on December 31, 2024.

For more information on the Tech Provider Program on Twilio, see here.

 

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