How to create a Whatsapp/SMS channel with Twilio?

Step 1. Click on "Add Inbox" button from Settings > Inboxes page.

sms_create

Step 2. Click on "Twilio" icon.

list_of_channels

Step 3. Configure the inbox.

These are the inputs required to create this channel:

Input Description Where can I find it
Channel Name This is the name inbox, this will be used across the application. N/A
Channel Type Select SMS, if you are integrating an SMS channel. Select Whatsapp, if you have a verified Whatsapp number in Twilio. N/A
Phone Number This is the number you will be using to communicate with your customer. This has to be verified in Twilio. Enter your number as in the Twilio Dashboard
Account SID Account SID in Twilio Console Login to Twilio Console. Here, you would be able to see the Account SID and the Auth Token
Auth Token Auth token for the account Login to the Twilio Console. Here, you would be able to see the Account SID and the Auth Token

create_twilio

Step 4. "Add agents" to your inbox.

add_agents

Step 6. Hooray! You have successfully created a whatsapp/sms inbox.

finish_inbox

If it is an SMS Channel, then you don't need to do anything else. You will start receiving the messages in the dashboard whenever a customer sends you one.

If you are connecting a Whatsapp channel, you have to configure a callback URL in the Twilio inbox:

  • Login to your Twilio Console.
  • Go to Programmable SMS > Whatsapp > Senders.
  • You will be able to see your phone number. Click on it, it will display a field like the one shown below.

twilio_console

  • Provide https://app.chatwoot.com/twilio/callback as the value for WHEN A MESSAGE COMES IN input.

Step 7. If you want to update the agents who have access to the inbox, you can go to Settings > Inboxes.

inbox_settings