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Connecting a Messaging Provider

Messaging sends text and WhatsApp messages from workflows, campaigns and the platform's own two-factor and password-reset paths.

Where to find it

Architect Panel → Communication:

  • SMS & WhatsApp Accounts — providers, credentials and sending numbers
  • GOV.UK Notify Templates — where you send through GOV.UK Notify
  • Message Log — everything sent, and what happened to it

Providers

Several provider families are supported, including Twilio, AWS (SMS, SNS and WhatsApp), Meta for WhatsApp, ClickSend, GOV.UK Notify and a generic HTTP driver for anything else. Public sector organisations already using GOV.UK Notify can keep it.

Every provider ships disabled and without credentials. Enable the one you use and supply your own.

Setting one up

  1. Add the account, choose the provider and enter its credentials.
  2. Configure the sending number or sender ID. Alphanumeric sender IDs are not permitted everywhere and cannot receive replies — if you want two-way messaging you need a real number.
  3. Send a test to your own handset before wiring it into anything.

WhatsApp is not SMS

WhatsApp requires pre-approved message templates for anything you initiate, and a session window within which you may reply freely. Plan for the approval step — it takes days, not minutes, and a campaign scheduled before templates are approved will not send.

Cost

Messages cost money per send, and a workflow that sends on every save of a busy datastore will find that out quickly. Check the trigger before enabling anything that sends automatically.