STRAX Reach · Messaging apps
WhatsApp on Turn.io, answered from Reach
Turn.io runs WhatsApp lines for many public-interest and financial inclusion programmes in Africa. Reach can listen to that line and give your team the full client history beside every chat.
- Turn messages API
- Signed webhooks
- Works beside Turn journeys
Turn keeps the line, Reach keeps the client story
Turn signs each webhook with an HMAC of the body in the X-Turn-Hook-Signature header. Reach verifies that base64 digest with the secret you set on the webhook before it reads a single field, so forged calls never reach a workflow.
Messages arrive in the WhatsApp shape Turn uses, with contacts and messages at the top level. Reach takes the first message of each call, files text, interactive list choices, button taps and media captions, and skips delivery statuses.
Replies go back through the Turn messages API with your token. Your Turn journeys can keep answering routine questions while Reach records everything on the client record and hands the harder cases to people.
Where it helps
Savings group support
Members of a stokvel or savings club ask about contributions, and the treasurer's team answers with the member's history on screen.
Micro-loan questions
Borrowers who started on a Turn journey reach a loans officer who can see every earlier message about their repayment plan.
Fraud reports
A client reports a suspicious call on WhatsApp and the fraud desk picks it up in the same queue as email and SMS reports.
Programme reporting
Keep a durable record of what each client was told, which helps when a funder or regulator asks how complaints were handled.
What you need
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A Turn.io number
Your WhatsApp Business number, set up on Turn with API access.
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A Turn API token
Kept in the STRAX credential vault and used only for sending.
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A webhook secret
The HMAC secret Turn uses to sign every call, stored in Reach as well.
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Reach Core
Gives the conversations a home, with contacts, admission rules and the agent console.
Good to know
This version sends free text, which WhatsApp accepts within 24 hours of the client's last message. Template messages for later follow-ups are planned.
Questions
Will Reach interfere with our Turn automations?
Reach reads what arrives and replies only when your team or your rules decide to. Agree which side answers which topics so clients receive one reply.
Which message types are recorded?
Text, button taps, list choices and captions on images, documents and videos. Voice notes and stickers are skipped for now.
How do clients link their number?
The client sends the link code from your portal as a WhatsApp message, and Reach ties that wa_id to their record.
What happens to a forged request?
The signature check fails and the call is refused before any workflow starts, so nothing is stored.
Read more
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The whole Reach family →
Reach Core and every channel package, with what each one needs.
Add WhatsApp via Turn.io to Reach
Tell us which channels your clients use and we will plan the rollout with your team.
Premium Requires STRAX Reach - Core, which is licensed.
About this listing
| Version | 1.0.0 |
| Author | STRAX |
| Category | Communication |
| Published | 2026-09-24 |
What's inside
| Credential | 2 |
| Workflow | 2 |
What happens on install
After the import, and only with your consent, the installer runs:
- Reach - Register Channel : Registers the WhatsApp via Turn.io channel with Reach Core, disabled until its credentials are entered
Free listing
Install it from Feature Marketplace inside STRAX
It builds on STRAX Reach - Core, a premium package. Ask us for a quote to license it first.
Open Feature Marketplace
In your STRAX installation, open Feature Marketplace from the navigation.
Find "STRAX Reach - WhatsApp Turn"
Search or browse to this listing and review the contents disclosure; every package shows what it contains before anything runs.
Install
Choose Install, or "Customise with AI" to adapt the package to your environment first. No licence is needed for free listings.
WhatsApp and Turn.io are trademarks of their owners, named here only to identify the service this package connects to.
See it on your own systems.
A demo takes an hour, on your data landscape rather than ours.