Integrating WhatsApp via Twilio

Based on our experience we recommend connecting & integrating your WhatsApp number via the 360dialog provider, as this integration allows you to connect any phone number, whereas to be able to connect a WhatsApp number via Twilio, your phone number has to be purchased from Twilio directly. The integration via 360dialog is also faster as there are no additional approval processes needed as from Twilio's side. On the other hand, the Twilio option might be cheaper due to the high monthly fee of at least 49€/month for a 360dialog account.

Quick Navigation

• Creating a WhatsApp sender
• Integrating WhatsApp number in LiveAgent
• Managing Twilio WhatsApp Message Templates (separate article)
• WhatsApp Integration Overview (separate article)
• Twilio WhatsApp integration possible problems (separate article)

The WhatsApp integration requires a Twilio number, a WhatsApp Business Account, and a Meta Business Account. If you don't have the mentioned accounts, you'll be able to create them directly during the integration.

The WhatsApp integration is available on Large and Enterprise plans. To integrate WhatsApp with your LiveAgent account via Twilio log in to your Twilio console, search for and navigate to the "WhatsApp Senders" section. If your Twilio account is not yet approved by WhatsApp, you need to request access first to use your Twilio number with WhatsApp. The approval might take some time.

Please note that WhatsApp integration allows you to reply to customers' messages freely only within 24 hours. If you want to start a new conversation or reply to a ticket after 24 hours have passed since the last customer's message you have to use WhatsApp message templates.

Once you are granted access to WhatsApp senders, you can associate your Twilio number with your WhatsApp account by clicking the "New WhatsApp Sender" button. You might need to create a WhatsApp Business Profile first if your Twilio account is not yet linked with any. Approving your number takes some time as it has to go through Twilio and Meta approval process.

When you are submitting a WhatsApp Business Profile, it is recommended to enter the same "Business Display Name" as the business name used in your Meta Business Manager account. If you want to use another name, it must follow Meta's WhatsApp Display Name rules.

While creating a new WhatsApp sender, in the 1st step select the Twilio number that you want to register as a WhatsApp number. In the 2nd step link your WhatsApp Business Account with the selected number by clicking the "Continue with Facebook" button. A new pop-up window with a Facebook authorization page will be opened, after finishing all its steps the window will be automatically closed, and the WhatsApp sender will be created. It needs to be again approved by Twilio afterward.

Once you have your WhatsApp number approved as a sender, in the WhatsApp Senders section, click on the number to edit it. Scroll to the "Endpoint configuration" section and set it up to Use webhooks. Then, configure the "Webhook URL for incoming messages" & "Status callback URL":

• As the Webhook URL for incoming messages enter https://mycompany.ladesk.com/scripts/whatsapp_channel/twilio/message_callback.php
• As the Status callback URL enter https://mycompany.ladesk.com/scripts/whatsapp_channel/twilio/status_callback.php

Do not forget to replace mycompany.ladesk.com with your real LiveAgent account domain name.

If the URLs are missing or incorrect, all messages sent to your WhatsApp number are lost and won't be fetched additionally after fixing the URLs.

Finally, enter your Business profile information below the "Endpoint configuration" section and save the number by clicking "Update WhatsApp Sender" at the very bottom.

After saving the WhatsApp sender, to integrate your WhatsApp number in LiveAgent, log in to your LiveAgent admin panel and navigate to Configuration > WhatsApp > WhatsApp numbers, click on "Add a new number", and choose the Twilio provider. After filling out and saving the configuration form your WhatsApp number will be successfully integrated with your LiveAgent account.

The Twilio Account SID and Twilio Auth Token can be found in the Twilio console in the "API Keys" section.

If you do not see the "WhatsApp numbers" sub-section please enable the WhatsApp feature first in Configuration > WhatsApp.