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Hello, my team and I have been trying to send OTPs through WhatsApp using Intercom, but we haven’t been successful. Since we are in Latin America, we’ve noticed that WhatsApp has a much higher adoption rate, making it a better channel for OTP delivery.

Has anyone successfully implemented this? If so, could you share any tips or best practices?

Hi Mary, which country in Latin America are you from? 

​@Diogo Silva We are based in Guatemala.

​@Mary I'm curious what's not working about sending the OTP?

 

Are you unable to send to any messages to Whatsapp or just haven't been able to figure out how to setup the Workflow or trigger?

Hi ​@Nathan Sudds  ,

A few months ago, we reached out to customer service regarding setting up a workflow or trigger that integrates with WhatsApp to send OTPs, but we weren’t able to get much information at the time.

Could you provide guidance on how to configure this? Specifically, we’d like to understand:

  • The setup process for sending OTPs via WhatsApp.
  • What triggers or automation options are available for this use case.
  • Any required configurations, API access, or third-party integrations needed.
  • Whether this approach incurs higher costs compared to alternative methods on this platform.

We’d appreciate any insights or documentation you can share.

Hello everyone, I could be wrong but as far as I know it would only be via SMS, to send an OTP via WhatsApp you need to create a message template in WhatsApp Manager, Here in Latin America we actually use WhatsApp a lot more, in other countries SMS is much more used

WhatsApp requires pre-approved template messages for OTPs. Have you set those up in Intercom's WhatsApp integration? If not, you might need a third-party provider like Twilio for better delivery. Also, check if your business verification is complete.

​@Gabekressel yes, we’ve already created the pre-approved WhatsApp template for sending OTPs, but we’re looking for guidance on the best way to implement this workflow.

Specifically, we’d like to know:

  • Has anyone successfully set this up before? If so, any tips or best practices?
  • Is Intercom the right platform for managing OTP delivery via WhatsApp?
  • Are there any limitations, challenges, or cost considerations we should be aware of?

We’d appreciate any insights from those who have experience with this setup.

Has anyone successfully set this up before? If so, any tips or best practices?

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