Instructions for connecting WhatsApp through the Twilio service
How to Connect WhatsApp via the Twilio Service in Amwork
Instructions for connecting WhatsApp through the Twilio service
Go to the main settings (at the bottom of the left menu) and then select
Before creating a WhatsApp Sender, Twilio recommends topping up your balance. After registering an account with Twilio, log into your Twilio account and go to the console for creating and editing a WhatsApp Sender via the following
Then, in the Twilio console, click on the “Create new Sender” button.
You will then be presented with options for connecting phone numbers. You can choose from Twilio numbers or connect your existing phone number. If you choose a Twilio phone number, you will need to purchase it first. To connect your own phone number, you need to delete the existing registered WhatsApp account, as the WhatsApp account registration must be done anew. Before deleting your WhatsApp account, be sure to save any important data from the account just in case.
After entering your phone number, click on “Continue with Facebook” and then follow the navigation in the Facebook window that opens (you can see more details in the screenshots below). You must log in with your Facebook account and you need to have a Facebook Business Manager to connect WhatsApp. In the final step, you need to enter the phone number to which an SMS with a confirmation code will be sent, and enter the code into the form field. After entering the SMS code, a WhatsApp Business API account will be created, and you can check its activation status in Facebook Business Manager. For unverified companies in Facebook Business Manager, there is a limit on sending template messages via WhatsApp. As stated by Twilio:
“You must complete Meta Business Verification if you want to:
Send unlimited business-initiated conversations
Use more than two senders
Request to become an Official Business Account
Without company verification status, you can only send conversations to no more than 50 contacts/clients.
More about company verification in Facebook Business Manager here: Facebook Business Help — https://www.facebook.com/business/help/1095661473946872?id=180505742745347
Next, you need to go to the Messaging Services section in the Twilio console and create and configure a Messaging Service. Here is the link to the section: — https://console.twilio.com/us1/develop/sms/services?frameUrl=/console/sms/services
Inside the Messaging Services section, select the “Integrations” subsection. Then you need to choose “Send a webhook” and paste the URL into the “Request URL” field and save the changes.
Next, go to the WhatsApp Senders section: WhatsApp Senders and configure the WhatsApp Sender to select and specify the Messaging Service for which the webhook was set up (https://amwork.com/api/chat/twilio/webhook).
Then, open the integration settings window for Direct WhatsApp Business Messages through Amwork and enter the requested data: Account SID, Auth Token, Authorized WhatsApp number (the number you connected in Facebook Business Manager) then click the “save” button. You can find the Account SID and Auth Token in your Twilio account under profile settings.
Configure user access permissions to chats: User Permissions:
Select users with access to all client chats: The selected users will have access to view all employee-client chats with incoming and outgoing messages. In the chat, such a user is displayed as an “owner,” and the visibility of the chat cannot be unchecked for them.
Select who can see the messenger: The selected users (supervisors) will have visibility of chats created from incoming messages. Visibility can be unchecked in the chat for these users to remove their access.
Users responsible for new clients: The selected users will have access to chats with both outgoing and incoming messages. Visibility can be unchecked in the chat for these users to remove their access.
Account Activity Toggle:
The “account activity” switch allows you to disable the integration and data transfer between Twilio and Amwork.
Then you can start creating and configuring WhatsApp template messages in the Twilio console:. Once the message template is approved, it can be sent to clients via WhatsApp.
Matteo Bianchi
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