Steps
- Open Settings, then Guest messages, then the WhatsApp and SMS tab. Sending by WhatsApp and SMS is part of the Pro plan; you pay Meta and your SMS company directly for each message.
- WhatsApp: in Meta Business Suite, create a Meta app with the WhatsApp product and register a phone number for the Cloud API. Meta decides on approval, not Innlark. Copy the phone number ID, the WhatsApp Business account ID, a permanent access token (from a system user) and the app secret into Innlark, switch on “Send by WhatsApp” and save.
- In your Meta app, under WhatsApp → Configuration, enter the callback URL and verify token that Innlark shows, and subscribe to “messages”. This brings delivery reports and STOP replies back to Innlark.
- In WhatsApp Manager → Message templates, create one template per message with the name, category Utility, language and body text Innlark shows (use Copy). Wait until Meta approves them; until then WhatsApp messages fail and go by SMS or email instead.
- SMS: choose Twilio and enter the Account SID, auth token and sender, or choose another SMS company and describe its sending address with {to}, {text} and {secret}. Switch on “Send by SMS” and save.
- Send a test to your own phone from the same page and watch the list below it change to Delivered.
- On the Guest messages tab, choose for each message whether it goes by email, WhatsApp, SMS or several, and keep “If WhatsApp cannot reach the guest…” on so SMS and then email stand in.
Guests who reply STOP get no more WhatsApp or SMS from you; they are listed on the same page. Booking-site bookings still never get the confirmation, cancellation or payment messages, because the site sends those itself.