Choose the sending model

  • Recommended: use customer-owned bridge URLs so each customer controls provider credentials, sender registration, WhatsApp templates, voice scripts, opt-outs, quiet hours, and local compliance.
  • InstaChime posts a normalized `lead.alert` payload to the SMS, WhatsApp, or voice URL configured in `/settings`.
  • Platform-owned Twilio sending is available only when your InstaChime account has been explicitly enabled for it by support.

Customer-owned bridge setup

  • Create a secure bridge endpoint in your provider account, middleware, serverless function, or internal integration service.
  • Require a shared secret, basic auth, HMAC signature, or provider token on the bridge endpoint.
  • Map the InstaChime alert payload to the provider API call.
  • Keep provider credentials and template IDs inside the bridge, not inside public pages or browser code.
  • Paste the SMS, WhatsApp, and voice bridge URLs into `/settings` and save.
  • Send an alert test from `/integrations` for each configured channel.

Bridge payload

{
  "event": "lead.alert",
  "channel": "sms",
  "title": "New lead captured",
  "lead": {
    "id": "lead_uuid",
    "customerName": "Jamie Lee",
    "phone": "+15555550123",
    "email": "jamie@example.com",
    "message": "Need pricing today"
  }
}

Provider responsibilities

  • Register sender numbers or alphanumeric senders where your country requires it.
  • Use approved WhatsApp templates for business-initiated messages when required.
  • Respect opt-out, consent, quiet-hour, and do-not-call rules for the recipient region.
  • Queue or retry temporary provider errors in your bridge if your provider does not handle retrying for you.
  • Return provider message IDs or call IDs so delivery history is useful during troubleshooting.

Verify

  • Send an alert test from `/integrations` for each enabled channel.
  • Confirm SMS reaches every configured recipient number.
  • Confirm WhatsApp uses the correct approved sender/template when required.
  • Confirm voice fallback places a call and speaks or routes the expected alert text.
  • Confirm every provider message SID, call SID, or bridge response is visible in the delivery history.

Bridge authentication

  • Use HTTPS only.
  • Require a static secret header, basic auth, HMAC signature, or provider-supported token on the bridge endpoint.
  • Store that bridge auth value only in private channel settings or inside the bridge itself. Do not put secrets in public docs or browser code.
  • Reject requests that do not include the expected auth value.
  • Log the InstaChime delivery ID, provider request ID, provider response status, and final provider message or call ID.

Bridge request shape

  • Accept the `event`, `channel`, `title`, `lead`, `team`, and `triggeredAt` fields from InstaChime.
  • Use `lead.customerName`, `lead.phone`, `lead.email`, `lead.sourcePlatform`, `lead.sourceCampaign`, `lead.priority`, and `lead.message` to build the message.
  • Ignore fields you do not need, but keep the full payload in bridge logs during testing.
  • Transform the `lead.alert` payload into the provider-specific SMS, WhatsApp, or voice request.
  • Return a compact JSON response that includes the provider name, provider status, and message or call ID.
{
  "event": "lead.alert",
  "channel": "sms",
  "title": "New hot lead",
  "triggeredAt": "2026-06-02T10:00:00.000Z",
  "lead": {
    "id": "lead_uuid",
    "customerName": "Jamie Lee",
    "phone": "+15555550123",
    "email": "jamie@example.com",
    "sourcePlatform": "google_ads",
    "sourceCampaign": "Demo requests",
    "priority": "hot",
    "message": "Need pricing today"
  }
}

Optional platform-owned Twilio setup

  • Use this only when your InstaChime account has been explicitly enabled for platform-owned Twilio sending.
  • Confirm sender numbers, WhatsApp sender approval, voice fallback behavior, and alert recipients with support before enabling live traffic.
  • Complete required sender registration before production SMS in regulated regions.
  • Send controlled alert tests for every enabled channel before live traffic.

Message content checklist

  • Keep SMS short and include only the minimum lead context.
  • Use approved WhatsApp templates for outbound business-initiated messages when required.
  • For voice fallback, use a short script with lead name, phone, source, and urgency.
  • Do not include sensitive notes in SMS or voice if the receiving device may be shared.
  • Respect consent, opt-out, and quiet-hour rules for every target region.

Messaging troubleshooting

  • If SMS is not delivered, check sender registration, recipient format, and Twilio message status.
  • If WhatsApp fails, confirm the sender is approved and the recipient/template rules are satisfied.
  • If voice calls fail, confirm the number is voice-capable and the TwiML or voice webhook is reachable.
  • If a custom bridge fails, inspect its logs and the InstaChime delivery response body.
  • If alerts are duplicated, check that both Twilio-native and bridge channels are not enabled for the same recipient unless intended.

Official references

These vendor-owned pages explain the controls and requirements referenced in this guide.