How to create a Whatsapp/SMS channel with Twilio?

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


Step 2. Click on "Twilio" icon.


Step 3. Configure the inbox.

These are input required to create this channel

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


Step 4. "Add agents" to your inbox.


Step 6. Hooray! You have sucessfully created a whatsapp/sms 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 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 below.


  • Provide 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.