In addition to providing SMS, Twilio is also an API provider that works directly with WhatsApp. Twilio provides businesses with purchase phone numbers and WhatsApp Official API accounts.
In order to connect WhatsApp via Twilio to your Space, you will need the following:
A Twilio account (you can start for free)
After you have created an account with Twilio you gain access to their Dashboard. All new accounts are created with $15 of free credit that you can use to buy phone numbers and test the platform.
Head over to the Twilio Dashboard and press the red "Get a Trial Number" button. Twilio will recommend a phone number based on your location.
If you don't have a preference, you can click on the red "Choose this Number" button. However, if you would like to purchase a number from a different country or you just would like a different number from the one recommended, you can click on "Search for a different number".
Once you have a Twilio account and an SMS-enabled phone number, you can apply for WhatsApp Access. For this you will have to click on "Programmable SMS" on the Twilio main menu and select "WhatsApp".
A prompt will appear asking you to read and agree to WhatsApp's terms of service. Once you done so, navigate to the "Senders" tab from the sidebar.
Under the WhatsApp Enabled Senders Tab, click on the red "Sign Up to Receive Updates" button to start filling out the Twilio WhatsApp Application form.
This will take you to the first form you need to fill. Once you have filled this form the Twilio team will contact you in a couple days to let you know that your account is approved. You can move to the next step of the integration then.
Here is a general guide to help you fill in the Twilio WhatsApp Application Form, including some of the best practices:
First Name of company representative making the application.
Last Name of company representative making the application.
Phone Number of company representative making the application (we recommend to use your mobile number or a direct line).
Email Address of company representative making the application.
Remember only companies can apply for WhatsApp API accounts, if you are an individual check out the WhatsApp App Integration.
Company Legal Address
Can be the address of any of your branches.
Company HQ Country
Country where your companies main operations are based.
Company Ownership Model
E.g. Privately Owned
What is your use case?
We recommend to apply with "Customer Support", you can always change your use case later on.
Which regions are you sending messages to?
E.g. Latin America, East Asia
How many messages are you sending every month to these regions?
We recommend to apply with "100,000 to 1,000,000." This is just an estimate and won't have any effect on your billing.
When do you anticipate going live with WhatsApp?
E.g. 1-3 months
Facebook Business Manager ID
WhatsApp Accounts are attached to Facebook Business Manager for authentication. Instructions for finding your Facebook Business Manger ID.
Facebook Page URL
Twilio Account SID
You can find your Twilio Account SID in your Twilio Dashboard.
Assign approval to alternative Account SID
Just leave empty.
I understand Twilio can modify my SMS/Voice URL and that approval is only for the brand submitted
Once you have filled out and submitted the form, the Twilio team will contact you to let you know that your account is approved.
After your account has been approved by Twilio, you can continue the integration process.
Go back to Twilio and navigate to "Programmable SMS" > "WhatsApp" > "Senders". This time you will be able to create Sender, which are WhatsApp Accounts that can send and receive messages.
Here you have to click on the Plus Sign (+) button to open the Profile Information Form.
This form is where you create your WhatsApp account profile, this information will be visible to anyone that talks to your WhatsApp number.
Here is a guide to help you fill out the Profile Information form, including some of the best practices:
Select a Number*
Here you can choose any number you purchase on your Twilio account that has SMS enabled.
Public name of company/organization, e.g. Disney
Public address of company/organization.
Official email of company/organization, e.g. [email protected]
Official website address of company/organization, e.g. www.rocketbots.io
Link to Logo
Provide URL to logo in png or jpeg format, 640x640 at a minimum, with a solid background.
When you have filled out the required fields, click on the red "Submit Request" button at the bottom of the dialog.
Once you have received the final approval from Twilio, your account will be ready to be integrated to Rocketbots where you can manage conversations.
After your WhatsApp profile has been approved by Twilio, you can continue the integration process.
Under the Channel Connection menu, select the Twilio logo and press the blue "Next" button.
Once you have done so, you should be asked for the Channel Name, Greeting Message, and Twilio Account SID, Twilio Auth Token, and your WhatsApp Enabled Number.
Enter a suitable name for the new channel. Note that the Channel Name is private and will only be used within the Rocketbots Platform.
You may enter an optional Greeting Message. This will be shown when a new member of your audience first contacts you.
Back on the Twilio Dashboard, you should be able to easily spot the Account SID and Auth Token fields.
Copy the Account SID paste it into its respective field on the Rocketbots Platform. For the Auth Token, you will have to press the "Show" to reveal it first. Then copy and paste it into the Rocketbots Platform as well.
For the API type, select "WhatsApp". This should open up a new field where you can enter your WhatsApp Enabled Number.
Back on the Twillio platform, navigate back to the WhatsApp Enabled Senders page. Under your list of WhatsApp Profiles, click on "Configure" next to your approved phone number.
In the From field, you will find the WhatsApp Enabled Number. Copy and paste the entire field into the respective field on the Rocketbots Platform.
The WhatsApp Enabled Number should look something along the lines of
Once you have filled in the fields on the Rocketbots Platform, you will have to paste the Webhook URL into Twillio.
Go back to the configuration menu of your approved WhatsApp number of Twilio. You can do this by clicking on "Configure" next to your approved phone number under the WhatsApp Senders tab.
Paste the Webhook URL from the Rocketbots Platform into both the "A Message Comes In" and the "Status Callback URL" fields.
Once you have pasted in the Webhook URL into the fields, click the red "Configure" button.
Return to the Rocketbots Platform and press the blue "Done" button. Your Space will now be connected to the WhatsApp Official API via Twilio!
Still having trouble with the channel? Contact us here!