Twilio WhatsApp

Connecting a Twilio WhatsApp API account to chat with customers over Whatsapp.

To connect Twilio WhatsApp, a Twilio WhatsApp API account is required. Read our guide to create a Twilio WhatsApp API account.

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 SMS > WhatsApp > Senders. Press Configure 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.

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.

Troubleshooting

Having trouble with the channel? Contact us here!