Connecting WhatsApp and Twilio

How the channels connect

Maatla Care sends and receives WhatsApp messages through the WhatsApp Business Platform, connected either directly with Meta or through Twilio. Phone numbers for missed-call callbacks and the voice assistant are provided through Twilio.

WhatsApp

To use WhatsApp with your practice's own number, you will typically need:

• A Meta Business account for the practice, with business verification completed.
• A phone number that is not already registered on the WhatsApp app.
• Approved message templates for confirmations and reminders. Meta reviews templates before they can be used.

Phone numbers and callback modes

Each practice number can work in one of these ways:

• Callback on missed call: the caller hangs up and the automated assistant calls them back to help them book.
• Forward: calls are passed to your practice line.
• Automated answer: the voice assistant answers directly, where this feature is switched on for your practice.

Calling rules you control

Set the hours and days when callbacks may be made, and how many retries are allowed. Opt-outs, the do-not-call list, duplicate checks and daily limits per number are always enforced.

Checking the connection

After setup, run the connection check in your integration settings. It confirms that messages and calls can be sent and received. If a check fails, the result explains what to fix, or contact our practices team for help.