WhatsApp and SMS: Two Paths, One Tesoro

WhatsApp and SMS directly from Tesoro, conversation thread per contact, deal, or lead. Two paths for WhatsApp: official (Twilio) or personal (WAHA). SMS goes via Twilio.

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Twilio configuration under Settings → My Company → Call Settings. The panel shows your Twilio numbers and masking status.

When do you use this?

• Spanish buyer responds faster to WhatsApp than email
• You want to work from your personal WhatsApp without a separate business number (WAHA)
• You want formal business WhatsApp with templates and SMS capabilities (Twilio)

What is Twilio?

Twilio is an external service that Tesoro uses for SMS and WhatsApp Business API. Paid third-party service. Your account manager can help.

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Two paths for WhatsApp

	Twilio (official)	WAHA (personal)
What	Official WhatsApp Business API	QR code to your own WhatsApp
For	Company-wide communication, SMS + WhatsApp	Individual agents with their own number
Setup	Admin (company-wide)	Each agent themselves
SMS also?	✅	❌
Templates required?	✅ for first message	❌
Costs	Paid Twilio subscription	Free (open-source)
Stability	Official + stable	Beta: may be unstable
Phone number	Separate business via Twilio	Your personal WhatsApp

Which to choose?

• Twilio = official, reliable, for the entire office, with SMS
• WAHA = fast + free for personal connection of your own number
• Both at the same time is allowed, Twilio for SMS + business WhatsApp, WAHA for personal

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Option 1: Twilio (WhatsApp Business API + SMS)

Requirements

Admin configuration required

Company-wide: set up once by admin, applies to all agents.

Requirement	Details
Twilio account	Via twilio.com, with credit or subscription
Twilio Call Number	For SMS + telephony, international format
Twilio WhatsApp Number	Separate approved number for WhatsApp Business API (via Twilio + Meta)
Tesoro Admin role	For configuration access

Setting up the connection

1. Settings → My Company → Call Settings.
2. The Twilio Settings tab.
3. Click Configure Twilio Settings.
4. Enter Twilio Call Number (international format).
5. Enter Twilio WhatsApp Number (separate number).
6. Turn Active on.
7. (Optional) Turn Mask on for call masking.
8. Save.

From now on, every team member can send WhatsApp + SMS from any record.

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Option 2: WAHA (personal WhatsApp)

WAHA stands for WhatsApp HTTP API, open-source. It connects your own WhatsApp to Tesoro via a QR code.

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WAHA configuration under Settings → Personal Settings → WhatsApp. Shows active session with BETA badge, caution warning, and Refresh/Disconnect buttons.

Beta, read carefully

• Unofficial, not supported by Meta
• May be unstable, stop without warning
• Account may be blocked by WhatsApp (per their terms of service)
• Use at your own risk: Tesoro is not responsible

Requirements

	Details
WhatsApp on phone	Active account
Internet on phone	Permanent connection
Admin needed?	No, personal setting

Enabling WAHA

1. Settings → Personal Settings → WhatsApp.
2. Toggle Enable WhatsApp Integration on.
3. Tesoro starts a session and shows a QR code.
4. Open WhatsApp on your phone → Menu / Settings → Linked Devices → Link a Device.
5. Scan the QR code.
6. Connected with your profile picture and number.

QR code expires after 60 seconds

Expired? Refresh QR button. Countdown timer visible.

Receive-Only Mode

Check this after connecting = you can read along but cannot send from CRM. Incoming messages are still received automatically. Handy for monitoring without accidentally sending.

Disconnecting WAHA

1. Settings → Personal Settings → WhatsApp.
2. Click Disconnect under your profile card.
3. Confirm. Scan QR again to reconnect.

To fully disable → turn off the Enable WhatsApp Integration switch. Session stops, no message processing.

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Sending WhatsApp messages

Open a contact/deal/lead/relation → tab WhatsApp.

Via Twilio

No previous messages? Screen asks for a template (first message required).

Previous messages? Chat-style thread, you can send free messages directly.

First message = template (WhatsApp rule)

Policy of WhatsApp/Meta, not Tesoro. Once the contact replies, you can send free messages for 24 hours. See WhatsApp templates.

Via WAHA

Integration off? Error message + button Go to Settings.

Not connected? QR code screen.

Connected? Chat-style thread, direct free messages.

No templates needed with WAHA

Send any free message directly to any contact with a WhatsApp number.

Typing and sending a message

1. Type in the text field at the bottom of the chat (max 1,600 characters).
2. (Optional) Click the attachment icon, documents, images, audio, video, archives. Max 10 files per message, 1.5 MB per file.
3. Press Enter or click the send icon.

Receiving messages

Incoming messages are visible in real time without refreshing the page. For each message you see:

• Sender (agent name or contact)
• Content
• Attachments
• Delivery status

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Sending SMS messages

Open a contact → tab SMS.

1. Type a message in the text field (max 1,600 characters).
2. (Optional) Attachment, images only (JPEG, PNG, GIF, BMP, WebP), max 10 × 1.5 MB.
3. Press Enter or send.

SMS has no templates. You can send freely at any time.

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Channel comparison

Feature	WhatsApp (Twilio)	WhatsApp (WAHA)	SMS (Twilio)
First message	Template required	Free	Free
Maximum length	1,600 characters	1,600 characters	1,600 characters
Attachments	Docs, images, audio, video, archives	Same (without archives)	Only images
Delivery tracking	Via Twilio webhooks	Via WAHA webhooks	Via Twilio webhooks
Real-time incoming	✅	✅ (Pusher)	✅
Twilio required?	✅	❌	✅
Phone number	Separate business	Your personal	Twilio Call Number
Setup	Admin	Each agent	Admin
Receive-Only	❌	✅	❌
Status	Stable	Beta	Stable

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Common mistakes

Twilio

• “Something went wrong” when sending: check Twilio status + numbers in Settings → My Company → Call Settings
• Template not sending: not (anymore) approved by Meta. Check in your Twilio dashboard
• No real-time updates: refresh the page, check internet
• File too large: max ~1.5 MB. Compress first

WAHA

• QR not visible: wait a few seconds, or click Refresh QR
• Status Failed / Error: click Retry Connection, or toggle integration off + on
• Connection lost: your phone was offline? Scan QR again
• “WhatsApp Integration Disabled” on tab: not enabled; Go to Settings
• Cannot send: uncheck Receive-Only Mode
• No WhatsApp number for contact: button Add WhatsApp Number appears

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Next step

Phone calls Schedule + call + log via Twilio.