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WhatsApp Business & SMS Integrations

Steer provides an integrated omnichannel messaging infrastructure that unites WhatsApp Business and SMS into a centralized customer conversation inbox (/dashboard/sales/messaging), enabling sales reps to interact with car buyers across their preferred communication channels.

Meta Embedded Signup for WhatsApp Business​

Steer supports direct integration with the WhatsApp Business Platform (Cloud API) via Meta Embedded Signup, eliminating complex manual API credential setup:

  1. Navigate to Settings › Integrations › WhatsApp Business (/dashboard/settings).
  2. Click Connect with Facebook. A secure Meta dialog popup opens (width=540, height=760).
  3. Log into your Meta Business Manager account, select or create your WhatsApp Business Account (WABA), and select your official dealership phone number.
  4. Complete the one-time SMS or voice PIN verification.
  5. Upon completion, the popup transmits the authorization code to Steer via window.opener.postMessage(). The backend exchanges this for a permanent system user token and registers your WhatsApp phone number ID.

Twilio Connect & Custom Credentials​

For SMS messaging and secondary WhatsApp routing, Steer integrates with Twilio:

Connection Methods​

  • Twilio Connect: Connect your existing Twilio account with a single click using delegated OAuth authorization.
  • Direct Credentials: Input your Twilio Account SID and Auth Token directly in the integrations panel.

Settings Configuration​

  • Default SMS Sender: Alphanumeric sender ID (where supported by telecommunications regulations) or verified local telephone number.
  • Default WhatsApp Sender: Pre-registered Twilio WhatsApp sender number.
  • Messaging Service SID: Optional Twilio Messaging Service pool for high-volume automated campaigns.
  • Pre-Approved Templates (HSM): Configure standard notification templates for appointment reminders, booking confirmations, and vehicle availability alerts.

Webhooks & Automated Inbound Routing​

Steer listens for inbound customer messages across webhook endpoints (POST /api/v1/messages/inbound and status updates POST /api/v1/messages/status) with strict HMAC signature verification:

  1. Automatic Contact Matching: When an incoming SMS or WhatsApp message arrives, the system queries active CRM leads by mobile phone number.
  2. Conversation Threading: The incoming message is appended to the lead's active messaging thread and timeline.
  3. Sales Notification: The assigned sales advisor receives real-time desktop and mobile push notifications.
  4. New Prospect Capture: If the phone number does not exist in the database, Steer automatically initializes a new lead record in the new stage.

Omnichannel Messaging Inbox (/dashboard/sales/messaging)​

The unified messaging workspace displays customer threads across SMS, WhatsApp, and email in a single timeline:

  • Rich Media: Send vehicle photos, inspection PDF reports, and appointment cards directly in the chat.
  • AI Co-Pilot Modes:
    • Review Mode: AI generates draft replies based on vehicle specifications and dealer inventory; sales reps review and approve before sending.
    • Hybrid Mode: AI suggests quick-reply snippets and answers common vehicle FAQ inquiries.
    • Autonomous Mode: AI handles out-of-hours greetings and appointment scheduling automatically.