How it connects
WhatsApp Business runs through Twilio. You supply your Twilio account credentials and your approved WhatsApp sender number in the Renttix integration settings, and Renttix normalises that number to the canonical form the messaging platform expects — a detail worth mentioning only because getting it wrong is the usual reason inbound messages silently never arrive. Outbound messages are sent from the customer record or against a specific order, using approved message templates where WhatsApp requires them. Inbound replies come back through a webhook whose signature is verified before anything is accepted, so messages that did not genuinely originate from the platform are rejected rather than trusted. Every message, in either direction, is stored against the customer so the thread is visible to whoever picks the account up next. Where the AI assistant is enabled, messages from your own staff can be relayed into it, so a driver or yard hand can ask an operational question over WhatsApp and get an answer without a login. Customer-facing conversations and internal ones stay distinct.
Why it matters
The hardest part of a delivery is not the driving, it is reaching the person who is supposed to receive the equipment. Site numbers go unanswered, email is read at the end of the day, and a missed call from an unknown number is ignored. WhatsApp is answered, and it is answered quickly — which is why so much hire coordination has already migrated there without anyone deciding it should. That migration is the problem. The conversation that agreed the delivery window, the photo showing where the kit was left, the message confirming an extension — all of it sits on a driver's personal phone. When that person leaves, is off sick, or simply cannot remember, the business has no record of what was agreed. In a dispute about damage or an unreturned item, that missing thread is what costs you the argument. Bringing WhatsApp into Renttix keeps the channel your customers actually use while putting the record where the business can see it. Messages attach to the customer and the order, the next person to pick up the account can see the history, and nothing important depends on one person's handset.
Key workflows
Order and delivery updates
Send confirmations, delivery windows and collection reminders over WhatsApp using approved templates. Customers get them on the channel they actually read, and the message is recorded against the order rather than disappearing into a personal chat history.
Two-way conversation on the customer record
Replies come back into Renttix through a signature-verified webhook and are stored against the customer. Whoever handles the account next sees the full thread — what was agreed, when, and by whom — instead of asking a colleague what the customer said last week.
Payment and account chasing
Follow up unpaid hire invoices on a channel with a far higher response rate than email, and pair it with a Stripe payment link so the customer can settle from the same phone they read the message on.
WhatsApp is one of several customer communication channels in Renttix, sitting alongside email, SMS through Twilio, and the customer portal. It shares the same customer and order records as the rest of the platform, so a WhatsApp conversation, an emailed invoice and a signed delivery note are all part of one history rather than three separate systems that happen to involve the same customer.
WhatsApp integration FAQ
Yes. WhatsApp Business messaging runs through Twilio, so you supply your Twilio credentials and your approved WhatsApp sender number in the Renttix integration settings. Renttix uses your account, which means your messaging relationship and your number remain yours.
Yes. Messages in both directions are recorded against the customer record, so the conversation is visible to your team rather than living on an individual's phone. Inbound messages are accepted only after their webhook signature is verified.
Where the AI assistant is enabled, messages from your own staff can be relayed into it, so field staff can ask operational questions over WhatsApp without logging in. Internal conversations are handled separately from customer-facing ones.
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