Twilio WhatsApp

To connect Twilio WhatsApp, a Twilio WhatsApp API account is required. Read our guide to create a Twilio WhatsApp API account.
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Twillio for WhatsApp
In addition to providing SMS services, Twilio is also an API provider that works directly with WhatsApp as an official partner. Twilio also provides other services such as phone number purchases and WhatsApp Official API account management. 
By integrating Twilio WhatsApp API, the platform can enable you to respond to WhatsApp messages directly. 
This channel has a limited 24-hour messaging window due to WhatsApp regulations. 
Find out more here!
Connecting Twilio WhatsApp
Step 1: Navigate to Channel Settings
From Settings Module, navigate to the menu item, Channels
Step 2: Add Channel
Press Add Channel and choose WhatsApp. Select Twilio on the second step
Step 3: Sign in to Twilio
Sign in with your user credentials at Twilio
Step 4: Locate the Account SID and Auth Token
Locate both Account SID and Auth Token on the dashboard and add it to the corresponding fields at respond.io platform
Step 5: Follow through the instructions
After you have filled in the Account SID and Auth Token, follow through the instructions by pressing NEXT.
Step 6: Configure the WhatsApp Number at Twilio
At Twilio platform, navigate to Programmable Messaging > Senders > WhatsApp Senders. Press Edit Sender next to the WhatsApp Number to be connected.
Step 7: Add the WhatsApp Enabled Number
Add the WhatsApp Enabled Number to the corresponding field at respond.io platform. 
E.g.whatsapp:+12025550136
Step 8: Add the generated URLs to configure the WhatsApp Number
Copy the generated URLs from respond.io and add them to the corresponding fields at Twilio.
Step 9: Complete the setup at respond.io
Press DONE to complete the setup
Once you completed the setup, any messages sent to your Twilio WhatsApp Number will now be received in your Space.
Channel Configuration
Twilio WhatsApp channel can be configured with a unique:
- Channel Name
- Greeting Message
Step 1: Navigate to Channel Settings
From Settings Module, navigate to the menu item, Channels
Step 2: Locate the Twilio WhatsApp channel
Once you have located the Twilio WhatsApp channel, press Configure
Step 3: Make the necessary configuration
You can configure the following:
Channel Name - Name used internally to identify the account
Greeting Message - This message is the first message sent to contact when they message you through Twilio WhatsApp. 
Important: As for the other details, take extra note while updating as it might fail to receive messages from your Twilio WhatsApp account. 
Greeting Message is being replaced by Workflows and will be deprecated in January 2022
Step 4: Update the configuration
Press Done to update the channel configuration
Managing WhatsApp Message Templates
Before sending a Template Message to a contact at respond.io platform, please ensure you did the following:
Submitted the message template for approval
Added the approved message template to space
Submitting Message Template for Approval
If you do not have an approved message template or would like to submit a new message template, please refer to the following guide. 
Step 1: Navigate to Twilio
Navigate to the WhatsApp Enabled Senders Page on Twilio
Step 2: Select the Whatsapp Approved Phone Number
Search for desired phone number and press on it
Step 3: Submit New Template
Scroll down to Message Templates section and press ➕
 to submit a new template
Adding the Approved WhatsApp Message Template to the Space
Once your Message Template has been approved on Twilio, you may proceed to add the message template on the respond.io platform.
Step 1: Navigate to Channel Settings
From Settings Module, navigate to the menu item, Channels
Step 2: Locate the Twilio WhatsApp channel
Once you have located the Twilio WhatsApp channel, press Templates
Configuring templates for Whatsapp
Step 3: Fill in the required information
Fields
Type
Description
Template Name
Text
A name used to identify the template
Template Content
Text
The message template approved by WhatsApp and to be sent to the contact
Category
Single select
In which category does this template belong to. 
Refer here for a list of categories.
Language
Single select
In which language this template is written in
Step 4: Save changes
Review the information and press SAVE when it is ready. 
Important Links
​Creating message templates
Revising rejected message templates
Example of approved and rejected message templates
Message guidelines by WhatsApp​
Troubleshooting
Having trouble with the channel? Contact us here!