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Table of Contents
Twilio WhatsApp
Updated
by JQ Lee

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 enables you to respond to WhatsApp messages directly.
Connecting Twilio WhatsApp
Step 1: Navigate to Workspace Settings > Click Add Channel
Step 2: Locate the Twilio WhatsApp Channel > Click Connect

Step 3: Sign in to Twilio with your user credentials at Twilio.
Step 4: Locate the Account SID and Auth Token on the dashboard and add them to the corresponding fields on the respond.io platform.


Step 5: After you've filled in the Account SID and Auth Token, follow the instructions by clicking Next.
Step 6: On the Twilio platform, navigate to Programmable Messaging > Senders > WhatsApp Senders. Click Edit Sender next to the WhatsApp Number to be connected.

Step 7: Add the WhatsApp Enabled Number to the corresponding field on the respond.io platform e.g. whatsapp:+12025550136
Step 8: Copy the generated URLs from respond.io and add them to the corresponding fields on Twilio.
Step 9: Click Save Changes to complete the setup in respond.io.
Channel Configuration
Step 1: Navigate to Workspace Settings > Click Channels.
Step 2: Locate the Twilio WhatsApp Channel > Click Manage > Configuration.

Step 3: Configure the Channel name, which is used internally to identify the account.
Step 4: Click Save Changes to update the Channel configuration.
Metadata Received by Channel
Different channels provide different set of Contact’s metadata to respond.io platform. From this channel, you’ll be able to obtain the Contact's phone number.
Managing WhatsApp Message Templates
- Submitted the message template for approval
- Added the approved message template to the Space
Submitting Message Template for Approval
Step 1: Navigate to the WhatsApp Enabled Senders Page on Twilio.
Step 2: Search and Select the WhatsApp Approved Phone Number
Step 3: Scroll down to the Message Templates section and click +
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.
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 Workspace Settings > Click Channels
Step 2: Locate the Twilio WhatsApp Channel > click Manage > Templates > Add Template Message

Step 3: Fill in the required information 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: Review the information and click Save.
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