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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 the inputs required to create this channel:

InputDescriptionWhere can I find it
Channel NameThis is the name inbox, this will be used across the application.N/A
Channel TypeSelect SMS, if you are integrating an SMS channel. Select Whatsapp, if you have a verified Whatsapp number in Twilio.N/A
Phone NumberThis 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 SIDAccount SID in Twilio ConsoleLogin to Twilio Console. Here, you would be able to see the Account SID and the Auth Token
Auth TokenAuth token for the accountLogin to the Twilio Console. Here, you would be able to see the Account SID and the Auth Token


Step 4. "Add agents" to your inbox.


Step 6. Hooray! You have successfully 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 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.


  • 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.