Table of Contents
Twilio 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.
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 them to the corresponding fields on the 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 on Twilio
On the 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 on the 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.
Channel Configuration
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
Step 4: Update the configuration
Press Done to update the channel configuration.
Managing WhatsApp Message Templates
Before sending a Template Message to Contacts on the respond.io platform, please ensure you did the following:
- Submitted the message template for approval.
- Added the approved message template to the space.
Submitting Message Template for Approval
Step 1: Navigate to Twilio
Navigate to the WhatsApp Enabled Senders Page on Twilio.
Step 2: Select the Whatsapp Approved Phone Number
Search and select the desired phone number.
Step 3: Submit New Template
Scroll down to the 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.
Step 3: Fill in the required information
Fill in the information needed to create a new template.
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
