Twillio 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.

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 ISMessenger 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 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 at IS-Messenger platform. E.g.whatsapp:+620818067812

Step 8: Add the generated URLs to configure the WhatsApp Number Copy the generated URLs from IS-Messenger and add them to the corresponding fields at Twilio.

Step 9: Complete the setup at IS-Messenger 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 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.

Important: Ensure all your details are entered correctly as errors may cause outbound messages from your Twilio WhatsApp account to fail.

Step 4: Click Save Changes to update the Channel configuration.

Metadata Received by Channel

Different channels provide different set of Contact’s metadata to IS-Messenger platform. From this channel, you’ll be able to obtain the Contact's phone number.

Managing WhatsApp Message Templates

Before sending a Template Message to a Contact on the IS-Messenger platform, 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 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 IS-Messenger 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 to create a new template.




Template Name


A name used to identify the template

Template Content


The message template approved by WhatsApp and to be sent to the contact


Single select

In which category does this template belong to. Refer here for a list of categories.


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.

Step 4: Save changes Review the information and press SAVE when it is ready.

Rate Limits

A rate limit is the number of API calls an app or user can make within a given time period defined by the channel. Learn more about the rate limits for this channel here.

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