SMS and WhatsApp (Twilio)

You do not need a Twilio account. ClientTurn runs SMS and WhatsApp through its own Twilio account on every workspace's behalf, so the Twilio SMS and WhatsApp cards in Settings → Connections say Run by ClientTurn on your behalf. There is nothing to connect. A green Healthy badge means the platform side is working.

Availability

• SMS is available to every workspace.
• WhatsApp is a paid add-on on Growth and above, paid per message in prepaid WhatsApp tokens: 2 for a conversation reply or utility template, 5 for a marketing template. There are no included messages, no monthly WhatsApp platform fee and no overage. If the card shows Not on your plan, see Plans and pricing.
• WhatsApp (direct) connects your own WhatsApp Business number through Meta instead, with no reseller in between. It needs Growth or above, where WhatsApp is available as a paid add-on. Choose Connect on its card and complete Meta's sign-up dialog, which sets up your WhatsApp Business Account and number. If the card says Not yet available, this platform does not yet hold the Meta configuration the dialog needs.

Once direct WhatsApp is connected, WhatsApp follow-up goes out through it. If you disconnect it, the shared WhatsApp sender takes over if it is available; otherwise WhatsApp conversations fall back to SMS where a mobile number is on file.

What you configure

Open Settings → Workspace:

• Channels — the Default channel used to reach a new lead, and the Fallback channel used when the default cannot deliver.
• Sender identity — a Message signature of up to 160 characters, added to outbound messages so a lead knows who is writing. Keep it short: it counts towards every SMS.
• Quiet hours — Quiet from and Quiet until, in your workspace's timezone. Nothing is sent during these hours; messages wait until they end.
• Opt-out wording — the line that tells a lead how to stop messages. Every first outbound message carries it. It is a legal requirement, so it is fixed and cannot be edited or switched off.

Replies and opt-outs

Replies arrive in Inbox and on the lead's Conversation tab, and drive qualification.

• STOP by SMS or WhatsApp stops that channel for that person, until they text START on it. START lifts only their own opt-out on that channel.
• STOPALL, or a plain-English request such as "please don't text me again", stops every channel. See Suppression, STOP and unsubscribe.
• If Twilio reports that a number has opted out or is invalid, it is added to your suppression list automatically.

Every message is re-checked against suppression, stop conditions and quiet hours immediately before it is sent.

WhatsApp rules

• WhatsApp allows free-form replies only within 24 hours of the person's last message. Outside that window, only a pre-approved template can be sent. See WhatsApp templates.
• A mobile number on a lead form is not permission to use WhatsApp unless the form asked for it explicitly. See Consent and WhatsApp opt-in.

Related

• Usage and limits
• Suppression and unsubscribe