WhatsApp (via ChatSYMS)

Overview

The WhatsApp integration enables automated notifications to learners via WhatsApp using the ChatSYMS platform. Keep learners informed about evidence reviews, assessment results, and upcoming deadlines.

Prerequisites

• Active ChatSYMS account
• WhatsApp Business API access (via ChatSYMS)
• Learners with valid mobile numbers

Setup

1. Configure ChatSYMS Connection

Navigate to Settings → Integrations → WhatsApp:

1. Enter your ChatSYMS API key
2. Select your WhatsApp Business number
3. Test the connection
4. Save configuration

2. Configure Message Templates

WhatsApp requires pre-approved message templates. skillSYMS provides default templates for common notifications:

Template	Purpose	Variables
evidence_approved	Evidence accepted	learner_name, evidence_type, module_name
evidence_revision	Revision requested	learner_name, evidence_type, feedback
assessment_result	Assessment outcome	learner_name, module_name, result
deadline_reminder	Upcoming deadline	learner_name, task, due_date

Custom templates can be requested through ChatSYMS.

3. Enable Notification Types

Select which events trigger WhatsApp notifications:

• Evidence approved
• Evidence needs revision
• Assessment completed
• Deadline approaching (3 days)
• Programme milestone reached

Message Delivery

How It Works

1. Event occurs in skillSYMS (e.g., evidence approved)
2. Notification is automatically queued
3. Message sent via WhatsApp Business API
4. Delivery status tracked

Delivery Status

Status	Meaning
queued	In queue for sending
sent	Delivered to WhatsApp
delivered	Received by device
read	Opened by recipient
failed	Delivery failed

Viewing Notification History

Navigate to Notifications → History to see:

• All sent notifications
• Delivery status
• Failed deliveries with reasons
• Retry options

API Integration

Send Manual Notification

POST /api/v1/tenants/{slug}/notifications
{
  "learnerId": "learner-uuid",
  "channel": "whatsapp",
  "template": "evidence_approved",
  "variables": {
    "evidence_type": "Practical Assessment",
    "module_name": "Module 1: Introduction"
  }
}

Get Notification Status

GET /api/v1/tenants/{slug}/notifications/{id}

Troubleshooting

Notifications Not Sending

1. Verify ChatSYMS API key is valid
2. Check learner has valid mobile number
3. Ensure notification type is enabled
4. Review notification queue for errors

Failed Deliveries

Common failure reasons:

• Invalid phone number format
• Learner hasn’t opted in to WhatsApp
• Template not approved
• Rate limit exceeded

Best Practices

1. Respect Opt-Out: Allow learners to disable WhatsApp notifications
2. Time Zones: Consider learner timezone for scheduling
3. Frequency: Don’t over-notify; batch where appropriate
4. Fallback: Use email as backup for failed WhatsApp delivery