Table of Contents

Twilio WhatsApp

JQ Lee Updated by JQ Lee

To connect Twilio WhatsApp, a Twilio WhatsApp API account is required. Read the guide here to create a Twilio WhatsApp API account.
Twillio for WhatsApp logo

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.

Connecting Twilio WhatsApp to respond.io dialog
Connecting Twilio WhatsApp to respond.io dialog

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.

Twilio WhatsApp Sign in Dashboard
Connecting Twilio WhatsApp to respond.io dialog

Step 5: Follow through the instructions

After you have filled in the Account SID and Auth Token, follow through the instructions by pressing NEXT.

Connecting Twilio WhatsApp to respond.io dialog

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.

Configure the WhatsApp Number on Twilio

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.

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.

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.

Twilio Channel Configuration on respond.io

Step 3: Make the necessary configuration

You can configure the following:

  • Channel name - Name used internally to identify the account
Important: Make sure all your details are entered correctly as errors may cause messages to fail to be sent from your Twilio WhatsApp account.
Twilio Channel Configuration on respond.io

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

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 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.

Configuring templates for Whatsapp

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.

Make sure to choose one of the three Meta-approved categories (Marketing, One-time password and Transactional) as other listed categories will be deprecated.
Twilio WhatsApp Message Template Add new template to respond.io

Step 4: Save changes

Review the information and press SAVE when it is ready.

Troubleshooting

Having trouble with the channel? Contact us here!

IS THIS ARTICLE HELPFUL?

We'd love to hear from you!

360dialog WhatsApp

MessageBird WhatsApp

Can't find what you're looking for?

Talk to an expert here!

Contact Us
Powered by HelpDocs (opens in a new tab)

Powered by HelpDocs (opens in a new tab)