To enable WhatsApp messaging in Enso Connect, please reach out to our Support Team at [email protected]. Once enabled, follow the steps below to complete your setup.
Keep in mind:
A template is required to initiate a conversation with a guest. If your guest or client doesn't reply within 24 hours, another template must be sent.
Images are supported.
Group chats and calls are not support.
WhatsApp does not support cross-platform usage. Once connected to Enso, your number cannot be used elsewhere.
Choose a Phone Number
You can either:
✅ Bring your own number
Make sure your number is:
Active
Capable of receiving SMS or calls (required for verification)
✅ Purchase a number through Twilio
If you don’t have a number, you can buy one through Twilio via Enso.
Prices range from $1–$15/month
Enso covers the cost of messages, but the phone number itself is billed separately
💡 If you need to purchase a number, our team may need to submit a Twilio bundle. Contact us at [email protected] and we’ll assist you. Remember we can only purchase a US and Canada phone numbers.
Prepare Your Facebook Business Account
Before connecting WhatsApp, ensure you have:
A verified Facebook Business Account
Navigate to Accounts > WhatsApp Accounts
Click Complete Verification
If you experience any errors through this process, please contact support confirming the error you received and confirmation that your Business Facebook account is fully verified.
If your business account is disabled:
Navigate to Accounts > WhatsApp Accounts
Got to WhatsApp Manager
Look for the "Account is flagged" message
File a support ticket to resolve the issue
Connect Whatsapp
On Enso, go to Business Settings > Messaging > WhatsApp > Connect Number
Select if you will use your own number or an Enso phone number
In the pop-up window:
Log into your Facebook Business account
If your business does not have an approved portfolio:
Click Create a business portfolio and complete the form.
Note:
If you are picking a non-verified portfolio, please make sure you are completing the verification in your Business Facebook account as this can hold up the process. Learn more about Business Portfolio verification here.
If your business is already verified:
Select your approved portfolio to continue.
Click Create a WhatsApp Business Account and follow the prompts. This process may vary if you are using an existing WhatsApp phone number.
Selecting an existing Whatsapp account might lead to setup errors. We recommend creating a new account.
Select or enter the number you want to use
If you are connecting an Enso Number:
If bringing your own phone number: Complete verification via SMS or phone call. For more details, visit this Twilio article.
Make sure the number shown in this window matches the one in your Enso setup. If there’s a mismatch, please restart the process!
Click on Finish once all steps are complete and return to the Enso Connect console.
If you happen to come across this error popup, click on the Learn More button and follow the steps to disconnect the number from your current WhatsApp account. WhatsApp doesn't support cross-platform usage, so it's necessary to delete it outside of Enso.
How to set up templates
Please make sure to follow these guidelines: Whatsapp Business Message Template Guidelines and Sending Message Templates
To create a new template, please follow these steps:
Template Name: Please use all lowercase letters and underscores instead of spaces.
Example: booking_confirmation.
Template Body: Copy and paste the automated message you have already populated in Enso.
Example:
Hello <guest_first_name>, we are delighted to confirm your booking and can't wait to welcome you on <checkin_date> at <listing_name>. To make your stay even more comfortable, we kindly ask you to provide us with some details. Please fill in the information in your Boarding Pass here: <keycard_link>. We hope you have a wonderful stay!
Submit and wait for approval before adding it to your automated messages.
Once approved, please add "WhatsApp" as the communication method for you automated message and select your approved template.