> For the complete documentation index, see [llms.txt](https://docs.okup.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.okup.ai/okupai-platform/messaging/communication-channels/whatsapp-sms.md).

# WhatsApp / SMS

Reach your guests where they actually read messages — on their phone.

***

## 💬 WhatsApp & SMS in OkupAI

WhatsApp and SMS are two of the channels OkupAI can use to talk to your guests. They work in both directions:

* **Automatic messages** — message rules can deliver any template via WhatsApp or SMS (check-in instructions, door codes, review requests, …)
* **Live messaging** — WhatsApp and SMS conversations arrive in your [inbox](/okupai-platform/messaging/live-messaging.md) like any other channel, and your replies go back out the same way

All the guest needs is a **phone number** on the booking — from the platform data or from Online Check-In.

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## ⚙️ Getting set up

WhatsApp messaging runs over a dedicated **WhatsApp Business sender number** that the OkupAI team provisions for your account — there is nothing to install or configure yourself.

Contact us at <office@okup.ai> (or directly on WhatsApp) to enable it. Once your sender number is active, WhatsApp appears as a channel in your message rules and inbox conversations.

You can manage your WhatsApp templates and check recent message statuses at any time via the **WhatsApp** entry in the **Integrations** card on the Properties page.

{% hint style="info" %}
If a conversation shows *"Messaging is not set up for this conversation — no sender phone number is configured"*, the sender number for that property is not active yet — reach out to us.
{% endhint %}

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## 🤖 Using WhatsApp in automatic messages

1. Write your message template as usual — languages, variables, and images all work on WhatsApp
2. In the message rule, select **WhatsApp** as the channel
3. Done — the message is delivered to the guest's phone at the scheduled time

{% hint style="info" %}
WhatsApp requires message templates to be **approved** before they can be delivered. OkupAI submits your templates for approval automatically whenever you create or change one — brand-new or freshly edited texts can therefore take a little while before they start sending on WhatsApp.
{% endhint %}

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## 📱 When to use which channel

| Channel                                 | Best for                                                                                       |
| --------------------------------------- | ---------------------------------------------------------------------------------------------- |
| **WhatsApp**                            | Direct-booking guests and anyone who left a phone number — highest read rates, supports images |
| **SMS**                                 | Guests without WhatsApp — short, critical messages like door codes                             |
| **Platform chat** (Airbnb, Booking.com) | Guests from those platforms, before you have their phone number                                |

A common setup: booking confirmation via platform chat, then check-in instructions and the door code via **WhatsApp** once the guest has completed Online Check-In.

***

## 🧭 Related

* Message Templates — write the content once, in every language
* Automatic Message Rules — choose channel and timing
* [Live Messaging](/okupai-platform/messaging/live-messaging.md) — answer WhatsApp replies from the inbox