WhatsApp Bot Setup Guide
Complete setup guide for the prprtyplex WhatsApp maintenance bot -- from Twilio account to live bot.
Prerequisites
- A prprtyplex account with Professional or Enterprise plan
- A Twilio account (twilio.com)
- A Meta (Facebook) Business account
- An EIN or business registration document for Meta verification
Part 1: Meta Business Verification
WhatsApp requires a verified Meta Business account. This is a one-time process.
Verify Your Business with Meta
- Go to business.facebook.com and create a Business Account if you don't have one
- Navigate to Business Settings > Business Info
- Enter your business details:
- Business name: Your legal business name (must match your documents)
- Alternative business name: Your brand name (e.g., your company name)
- Type: Sole Proprietorship or your business type
- Address: As it appears on your business documents
- When prompted to verify, upload your business document (EIN confirmation letter, business registration, or tax document)
- Enter and verify your business email address (you'll receive a verification link)
- Wait for Meta to approve -- usually within 24 hours
Important: The business name you enter must exactly match the name on your uploaded document. If your EIN letter shows a DBA name, use that. You can set a different display name for WhatsApp later.
Part 2: Twilio Setup
Create a Twilio Account and Get a Number
- Sign up at twilio.com and add a payment method
- Go to Phone Numbers > Manage > Buy a Number
- Purchase a US local number with SMS and Voice capabilities
- Note your Account SID and Auth Token from the Twilio dashboard (you'll need these later)
Register as a WhatsApp Sender
- In Twilio, go to Messaging > Senders > WhatsApp Senders
- Click Create new sender
- Click Continue with Facebook -- a popup will open
- Select or create your WhatsApp Business Account linked to your verified Meta Business
- Create a WhatsApp Business Profile:
- Display name: Your brand name
- Category: Professional Services
- Select Add a new number and enter the Twilio phone number you purchased
- Verify the phone number via text message -- the code appears in the Twilio window
- Close the Facebook popup and return to Twilio
Configure the WhatsApp Sender
- On the WhatsApp Senders page, click Edit Sender on your new number
- Under Messaging Endpoint Configuration:
- Messaging service: Select your messaging service (or create one)
- Webhook URL for incoming messages: Your prprtyplex webhook URL (provided during connector setup)
- Under Business profile information:
- Profile about: A short description of your business (required)
- Optionally add a profile photo, website, and address
- Click Save
- Wait for the sender status to change to Online
Part 3: prprtyplex Configuration
Add the WhatsApp Connector
- Log in to your prprtyplex web dashboard and go to System Admin > Integrations
- Click Add Connector and select WhatsApp Bot
- Select the property this bot should serve
- Enter your Twilio credentials:
- Account SID: From your Twilio dashboard
- Auth Token: From your Twilio dashboard
- WhatsApp From Number: Your Twilio number with country code (e.g., +12125551234)
- Optionally add Bot Instructions to describe your room numbering and building layout
- Click Save -- the connector will show a webhook URL
- Copy the webhook URL and paste it into the Twilio sender's Webhook URL for incoming messages field
Webhook URL format: https://prprtyplex.com/api/webhooks/whatsapp/your-company-code
Your company code is the same slug you use to log in to the mobile app.
Bot Instructions
Customize how the AI handles your property by adding instructions in the connector settings. This is optional but recommended.
Example
Rooms starting with 1 are in the Main Building, starting with 2 are in the East Wing, 3 are cottages. If someone says a short number like "101" or "305" without specifying a building, ask which building they mean.
Without custom instructions, the bot uses your room list and asks for clarification on ambiguous numbers.
Testing
Verify Everything Works
- Save the WhatsApp number as a contact on your phone
- Open WhatsApp and send a test message like "room 101 AC not cooling"
- The bot should reply with a work order confirmation within a few seconds
- Check the prprtyplex app or web dashboard -- the work order should appear
- Try sending a photo with a message -- it should attach to the work order
- Claim and complete the work order in the app -- the original sender should receive a WhatsApp status update
Status Notifications
The person who sent the original request receives WhatsApp updates as the work order progresses:
- Claimed -- "WO #123 has been picked up by Danny."
- In Progress -- "WO #123 is now in progress with Danny."
- Needs Parts -- "WO #123 is waiting on parts."
- Completed -- "WO #123 has been completed by Danny."
Troubleshooting
Bot doesn't respond to messages
Check these in order: (1) WhatsApp sender status is "Online" in Twilio, (2) Webhook URL is set correctly in the sender settings, (3) WhatsApp connector is active in System Admin > Integrations, (4) Account SID, Auth Token, and From Number are correct.
"Sync failed: Unknown connector type: whatsapp"
This is harmless -- the WhatsApp connector uses webhooks, not polling. The error appears when the system tries to poll it like a PMS connector. It does not affect functionality.
Meta Business verification rejected
Make sure the business name you entered exactly matches the name on your uploaded document (EIN letter, business registration, etc.). If your document shows a DBA name, use that as the business name and put your brand name in the "Alternative business name" field.
WhatsApp sender shows "Offline"
Wait a few minutes and refresh -- it can take up to 5 minutes for the sender to come online after initial setup. If it stays offline, check that the phone number verification completed successfully.
Photos not attaching to work orders
Verify the Twilio Account SID and Auth Token are correct in the connector settings. Photo downloads require valid credentials to authenticate with the Twilio API.
Bot creates work order with wrong room
Add custom Bot Instructions in the connector settings to describe your room numbering and building names.