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Bento SMS & Whatsapp Integration

Learn how to set up and use Bento's conversational marketing features for SMS and WhatsApp messaging.

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Legal Disclaimer

Important: This documentation does not constitute legal advice. You are responsible for ensuring compliance with all applicable laws and regulations regarding SMS marketing in your region. Consult with legal counsel before implementing SMS marketing campaigns. Customers predominately use Bento for conversational marketing (such as support or sales) and not SMS broadcast marketing.

Pricing

Whilst Bento Chat is included in all plans free, you still need to have an account with an SMS provider such as Twilio to send SMS messages. Costs vary depending on your provider.

Overview

Bento's conversational marketing features enable:

  • Two-way SMS and WhatsApp conversations
  • One-off SMS campaigns (BETA)
  • Automated messaging workflows through Flows

Setup Guide

Prerequisites

  • An approved Bento account
  • An active SMS/WhatsApp provider account (Twilio, 360Dialog, or Bandwidth)
  • A valid phone number for messaging
  • A plan for managing contact consent (through fields or tags)
1
Access Bento Chat
  1. Log into your Bento account
  2. Navigate to Bento Chat
  3. A new web inbox will be automatically created
Bento
2
Create New Inbox
  1. Click "Add New Inbox"
Bento
  1. Choose between SMS or WhatsApp
  2. Select your provider (Twilio recommended)
Bento
  1. Enter the api keys from your chosen provider
  2. Assign the user accounts "agents" you want to receive the chats

Supported Providers:

  • SMS: Twilio, Bandwidth
  • WhatsApp: Twilio, 360Dialog
International customers may need to contact provider support for local phone numbers.
3
Configure Provider Settings

For Twilio:

  1. Log into Twilio Console
  2. Navigate to Phone Numbers > Active Numbers
  3. Select your messaging number
  4. Configure webhook URL:
https://api.bentonow.com/v1/sms/callback/{your-unique-id}
Bento
For Other Providers: Contact support for specific configuration instructions.

Consent Management

Requirements

Consent is absolutely required! Keep the consent on file (in Bento or elsewhere) for at least the statute of limitations under applicable SMS marketing laws (e.g., four years under the TCPA).

  1. Explicit written consent before sending marketing messages
  2. Clear opt-out instructions in messages
  3. Consent record maintenance
  • Timestamp of consent
  • Method of consent
  • Terms agreed to

If you are not tracking consent, then do not use this feature.

Storing Consent

We highly suggest using custom fields in bento to store consent. Current options:

  • Custom fields in Bento
  • External storage system
Native consent management coming soon in next Bento SMS version

Message Management

Testing Your Setup

  1. Send test message to your configured number
  2. Check inbox for received message
  3. Verify two-way communication
Bento

Unsubscribe Handling

Two Unsubscribe Paths:

  1. Global Unsubscribe (https://help.twilio.com/articles/223134027-Twilio-support-for-opt-out-keywords-SMS-STOP-filtering)
  • Handled by provider (e.g., Twilio)
  • Triggered by "STOP" or "UNSUBSCRIBE"
  • Blocks all future messages via Twilio directly (may not show in Bento)
  1. Bento Subscription Status
  • Shared with email preferences
  • Checked in workflows
You can use a Flow to tag a user when they reply STOP or UNSUBSCRIBE to filter them out of future automations or campaigns.

Automation Features

Flow Integration

  1. Navigate to Flows
  2. Add "Send SMS" action
  3. Configure message content
  4. Set targeting conditions
Bento

Automated Replies

  1. Go to Bento Chat
  2. Go to Settings
  3. Select Automation (Beta)
  4. Create response rules
  5. Set trigger conditions
Bento

Campaign Management

One-off Campaigns (BETA - NOT RECOMMENDED FOR LARGE CAMPAIGNS OVER 1000 RECIPIENTS)

  1. Import contacts to Bento Chat
  • Requires email and phone number
  • Tag contacts for targeting
  1. Navigate to Campaigns
  2. Create new campaign
  3. Select target audience
  4. Schedule delivery
Simultaneous delivery for all recipients. Test thoroughly with small groups first.

Best Practices

High Value Messages

  • Keep messages concise
  • Include clear call-to-action
  • Always provide opt-out instructions

Future Updates

  • Enhanced SMS marketing features
  • Native consent management
  • Improved campaign tools
  • Integration with email features

Contact support for early access to new features.

Troubleshooting

Common Issues

Messages Not Sending

  • Verify provider credentials
  • Check webhook configuration
  • Confirm consent status

Support

Contact Bento support via:

  • Email: [email protected] Or for a quicker response feel free to ask in the Bento Discord!
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What's on this page

  • Legal Disclaimer
  • Pricing
  • Overview
  • Setup Guide
  • Consent Management
  • Message Management
  • Automation Features
  • Campaign Management
  • Best Practices
  • Future Updates
  • Troubleshooting
  • Support