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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:

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

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

Configuring Chatwoot with Twilio Studio​

If you are using twilio studio for a custom conversation flow, Updating the webhook url directly will break your exising Integration.

For such cases you can follow the given steps.

  1. Identify the step in your flow where you want the agent handoff to happen.
  2. Add a make http request widget as shown below with the give values

twilio_studio

REQUEST METHOD : POST

REQUEST URL: https://app.chatwoot.com/twilio/callback

CONTENT TYPE: Application/JSON

REQUEST BODY: {{trigger.message | to_json }} ( make changes as required based on your flow variables)

HTTP request widget will forward the message body to Chatwoot. This will create a conversation in Chatwoot from where the agent can reply.

  1. Make sure that your flow can handle the user reponses to Agent Replies.