It sounds like the issue may be due to the way Zapier integrates with Docusign. Currently, Zapier’s Docusign integration supports email and SMS for delivery, but doesn't have native support for WhatsApp. To send a document via WhatsApp, you might need to use a third-party integration like Twilio or 360dialog for WhatsApp messaging in combination with Zapier.

For now, you could create a workaround where Zapier triggers a WhatsApp message via these services once the document is sent via email or SMS. As for the webhook, once it’s set up, you can automate further actions based on Docusign events.

Let me know if you need help with setting up the webhook or third-party integrations!

Hi ​@George Beltrame 

The Docusign Zap app integration may not support WhatsApp.

You may have to explore an advanced approach of using the Docusign API to send via WhatsApp.

https://developers.docusign.com/docs/esign-rest-api/esign101/concepts/sms-delivery/

Hi there, ​@George Beltrame  

I checked on this end and WhatsApp delivery isn’t supported currently, so I’d recommend contacting our Support team to submit a new feature request for it to be added. You can do that here: https://zapier.com/app/get-help. That will get it on the Docusign team’s radar for potential future updates!

In the meantime, did you have any luck with that API Request action Troy suggested using? Happy to lend a hand if you’re still stuck on that at all—just let us know! 

Hi SamB, 

Thank you for offering assistance in my case 

I will make a request to support to include the WhatsApp option. 

I believe it is something simple, since it is DocuSign that sends the contract URL to WhatsApp, so Zapier should only create an option with a new sending method with the WhatsApp option and link it with the correct field in DocuSign . 

As for Mr. Troy's recommendation, from what I could understand and the way I thought it was sensible to do it was using an HTTP Request with a JSON script...

However, I didn't find a way to implement JSON in Zapier

Thanks for getting back to me here, ​@George Beltrame!

I can see that the Support team submitted a feature request on your behalf to add WhatsApp as a delivery method, and it has since been implemented! 

You should now see a new option that lets you select WhatsApp as the Delivery Method:

Can you give that new option a try, if you’ve not done so already, and let us know how you get on?

Hello SamB, I hope you are well!

I apologize for the delay

I tested it, but it was not successful…

The error that is happening is that DocuSign only sends the contract to those who have their email filled in the contract, on WhatsApp it is empty.

Here is my recipe on Zapier, where “Client 1” was configured for WhatsApp

(I included the phone information manually for testing)

Here is the test contract, you can see that it was sent to two people (which is our internal part that signs by email only) and the other two fields below that should be with the phone number (which is the customer part that signs)

Here is the template used in DocuSign, where client 1 is marked to receive the message via WhatsApp.

The field is already configured with my country code, so all that needs to be filled in to send it is the location number (area code) and the person's phone number (as I filled in manually in the test)

No problem at all, ​@George Beltrame! Appreciate you following up. I’m doing well thanks, and hope you are too! 

Sorry to hear it didn’t work as hoped. It looks like you’re supplying both an email and a phone number so I’m wondering if it’s overriding the delivery method if an email address is selected? 

Can you try clearing the Cliente 1 Email field and test it again to see if you then get a Whatsapp message come through?

Looking forward to hearing from you!

Hello SamB,
I hope you are well! :)

Yes, I tested clearing the email field of those sent via WhatsApp and sent it, but it didn't solve my problem.

Let me try to explain our process in a panoramic way:

We have several products, each one has a specific contract.

In DocuSign, each product has a specific template, one for sending via email and another for WhatsApp.

In Hubspot, my salesperson selects product-1, fills in the necessary information and at the end we have information that says: "Send contract via". Here is a selection field, there is the option "via email" and the option "via WhatsApp".

So in the Zapier recipe I have a Path that performs some validations to select the correct DocuSign template. If the product is equal to "1" and the "Send contract via" is "via WhatsApp", select the template "product-1-whats".

So Zapier's next action is to bring this specific template with the information filled in. In the subscriber fields, I specify that the sending method for us is email and fill in our emails, and for the client, the sending method is via WhatsApp and fill in the phone number.

So, as you can see in this image (a test carried out today), we are sending via WhatsApp.

The document arrived in DocuSign, the template is for sending via WhatsApp, our emails are filled in, but the phone number is not filled in DocuSign.

Remember that the phone number in this example is coming from a formatter, but even filling it in manually in Zapier, it does not work.

Great to hear from you again, ​@George Beltrame! Hope you’re well too

Thanks for sharing that additional context on your set up, it’s much appreciated. I’m sorry to hear that clearing the Cliente 1 Email field didn’t allow it to work correctly either. In that case, I think it would be best to reach back out to our Support team on this so they can investigate further. It could be that there’s a bug that’s preventing the WhatsApp delivery method from working as expected, in which case they’ll be able to open a bug report with our engineers to get this fixed.

Keen to ensure this gets sorted so please keep us updated on how it goes!