Quick Answer: FrontOrbit provisions a dedicated Twilio WhatsApp-enabled number on your behalf. You do not need a Twilio account, Meta Business Manager access, or API credentials. Our team handles the full provisioning pipeline. You start receiving and responding to WhatsApp messages through your FrontOrbit dashboard within 48 hours of onboarding submission.
What Is Twilio WhatsApp Business API?
WhatsApp has two distinct tiers for businesses: the free WhatsApp Business App (a mobile app for small businesses) and the WhatsApp Business Platform (formerly the Business API), which is designed for programmatic messaging at scale and requires an approved Business Solution Provider (BSP) like Twilio.
FrontOrbit operates as an end-to-end WhatsApp automation platform built on Twilio's BSP infrastructure. This matters because:
- Reliability: Twilio handles 99.95% uptime SLA on message delivery — standard the WhatsApp app cannot guarantee.
- Automation: API access enables your AI receptionist to read, interpret, and respond to messages programmatically — impossible with the standard app.
- Compliance: All messages flow through Meta-approved channels, protecting your business from policy violations.
According to Meta's Business Messaging Guidelines, businesses using the WhatsApp Business Platform must operate through an approved BSP — which Twilio has been since 2018.
What FrontOrbit Provisions on Your Behalf
During your 48-hour setup window, our team performs the following:
| Action | Provider | What You Receive |
|---|---|---|
| Purchase a WhatsApp-enabled phone number | Twilio | A dedicated US/CA/GB number |
| Register the number with Meta | Meta | WhatsApp Business verification |
| Configure webhook URL | FrontOrbit | Messages route to your AI |
| Set up AI response pipeline | FrontOrbit | Automated two-way conversations |
| Test inbound/outbound message delivery | FrontOrbit/Twilio | Verified before go-live |
Your number is dedicated. Unlike shared sender pools, your FrontOrbit WhatsApp number belongs exclusively to your account. This means your business name and profile appear consistently to every customer who messages you.
The Message Flow Architecture
Understanding how a message travels from your customer to your AI response helps you troubleshoot and configure your AI more effectively.
Customer sends WhatsApp message
↓
Meta WhatsApp Platform receives message
↓
Twilio webhook fires to FrontOrbit API
↓
FrontOrbit deduplicates & queues message (ARQ worker)
↓
AI processes context + generates response
↓
Response sent via Twilio back to customer
↓
Message logged in your FrontOrbit Inbox
The entire cycle takes 2–8 seconds under normal load.
Message Types: What the AI Can and Cannot Send
WhatsApp imposes strict rules on business-initiated messages. Understanding these prevents your account from being flagged.
| Message Type | Who Initiates | AI Can Send? | Notes |
|---|---|---|---|
| Session Messages (free-form) | Customer messages first | ✅ Yes | Valid for 24 hrs after customer's last message |
| Template Messages (HSM) | Business initiates | ✅ Yes | Must be pre-approved by Meta; used for reminders |
| Media (images, docs) | Either | ✅ Yes | Within session window |
| Promotional messages | Business initiates | ⚠️ Template only | Must use approved template |
FrontOrbit pre-registers your appointment reminder and review request templates with Meta during setup. You can customize the template content in Settings → Personalization → Message Templates.
What You Need to Provide
Unlike Telegram or some other channels, WhatsApp via Twilio requires zero credentials from you. Our team handles everything.
However, for optimal setup, have these ready when our team contacts you:
- Preferred area code for your WhatsApp number (US/CA/UK/AU)
- Business Display Name — how your business appears in WhatsApp conversations (must match Meta Business Manager verification)
- Profile picture — your business logo (1024×1024px, PNG)
If you already have a WhatsApp Business API account: Migrating an existing number to FrontOrbit's Twilio infrastructure requires a 7-day migration window. Contact support before submitting onboarding if this applies to you.
WhatsApp Conversation Windows: A Critical Rule
Meta enforces a 24-hour messaging window that every business on the platform must respect:
- A "conversation" window opens when a customer messages you.
- Within that 24 hours, you can send any message (session messages).
- After 24 hours of customer inactivity, you can only send pre-approved message templates.
Your FrontOrbit AI automatically tracks conversation windows per customer and switches to template messages when the window has expired, ensuring your account remains compliant at all times. See Meta's full policy documentation for pricing tiers.
Testing Your WhatsApp Integration
During your 72-hour testing window:
- Send a WhatsApp message to your dedicated number from a personal phone
- Verify the AI responds within 10 seconds
- Test a booking flow: "I'd like to book a consultation for next Tuesday"
- Check the conversation appears in your FrontOrbit Inbox → WhatsApp tab
- Test the "Pause AI & Reply Manually" button in the Inbox
Frequently Asked Questions
Q: Can I use my existing WhatsApp Business number with FrontOrbit? Migrating an existing number is possible but requires number porting through Twilio and a Meta approval process (5–7 business days). Contact support before onboarding if you want to migrate your existing number.
Q: Does FrontOrbit's WhatsApp support media messages (images, PDFs)? Yes, within session windows. Customers can send images (e.g., of a skin concern for a MedSpa). The AI acknowledges them and routes to your inbox. AI-generated image responses are on the roadmap.
Q: What happens when a customer blocks my WhatsApp number? Twilio logs the block event. The customer is automatically marked as "Do Not Contact" in your FrontOrbit CRM. Future automated messages to that contact are suppressed.
Q: Is there a per-message charge? FrontOrbit bundles message volume into your subscription tier. Review your plan limits in Settings → Billing. Twilio's underlying WhatsApp conversation pricing (per Meta's rate card) is absorbed within our pricing.