Ready to connect to the powerful WhatsApp channel? First, you'll need a Twilio account to get started.
If you don't have an account yet, no problem! Creating one is easy. Just follow the instructions below to set up your account and start testing the channel.
If you already have a paid Twilio account, you can skip these instructions and go to "How to add WhatsApp channel to Creatio using Upgraded Twilio account" section.
📘 Instructions:
How to Create a Sandbox Twilio account
1. Go to https://www.twilio.com/try-twilio
2. Fill in all required fields
3. Verify your email and phone number
4. Fill in fields as you see in the screenshot:
5. Click Get started with Twilio
After creating your test Twilio account, follow these step-by-step instructions below to proceed
How to add WhatsApp channel to Creatio using Twilio Sandbox
1. Log in to Creatio by the user with the Beesender Chat Master license.
2. Go to the System Designer and open the Beesender Chat Configuration section.
3. On the Channels tab, click + and select WhatsApp.
4. Enter a name for the channel (e.g., WhatsApp) in the Channel name field
5. Copy the Webhook from the Webhook field.
6. Go to your Twilio account and log in.
7. In the left panel of the Twilio page, click on Messaging, then select Try it out and click on Send a WhatsApp message.
8. On the Sandbox settings tab, paste the webhook from Creatio into the When a message comes in field.
9. Click Save.
10. Copy the Status Webhook in the last field.
11. Paste the Status Webhook from Creatio into the Status callback URL field.
12. Click Save.
13. Copy the My Twilio phone number value from the Twilio page and paste it into the Phone Number field in Creatio in the format: "14155238886".
14. Click on My first Twilio account. On the Account Info tab you'll see three fields:
Account SID
Auth Token
15. Copy the Account SID value from this page and paste it into the Twilio AccountSid field in Creatio.
16. Copy the Auth Token value from the Twilio page and paste it into the Twilio AuthToken field in Creatio.
17. Enter the chat weight.
18. Click Add.
Copy the code generated by Twilio via WhatsApp from your number to your test account number. If the message is delivered successfully, you will receive a notification in Twilio. As a result, your number will be added to the Sandbox Participants.
That's it! You have successfully added the WhatsApp channel to Creatio using an Sandbox Twilio.
How to add WhatsApp channel to Creatio using Upgraded Twilio account
Setting up an Upgraded Twilio account is similar to setting up a Sandbox, with just a few small differences.
Follow the simple steps and you'll be up and running in no time! Plus, we've highlighted the differences you need to be aware of, so you can easily navigate the setup process.
1. Log in to Creatio by the user with the Beesender Chat Master license.
2. Go to the System Designer and open the Beesender Chat Configuration section.
3. On the Channels tab, click + and select WhatsApp.
4. Enter a name for the channel (e.g., WhatsApp) in the Channel name field
5. Copy the Webhook in the last field.
6. Go to your Twilio account and log in.
7. In the left panel of the Twilio page, click on Messaging, then select Senders and click on WhatsApp Senders.
8. In the WhatsApp Senders section, find the table with your WhatsApp number and click on it.
9. In the Endpoint configuration window, paste the webhook from Creatio into the Webhook URL for the incoming messages field.
10. Scroll down and click Update WhatsApp Sender.
11. Click on My first Twilio account. On the Account Info tab you'll see three fields:
Account SID
Auth Token
My Twilio phone number
12. Copy the Account SID value from this page and paste it into the Twilio AccountSid field in Creatio.
13. Copy the Auth Token value from the Twilio page and paste it into the Twilio AuthToken field in Creatio.
14. Copy the My Twilio phone number value from the Twilio page and paste it into the Phone Number field in Creatio in the format: "12345678910".
15. Enter the chat weight.
16. Click Add.
That's it! You have successfully added the WhatsApp channel to Creatio using an Upgraded Twilio account.
How to Register HSM Messages for WhatsApp in Twilio
To register HSM (Highly Structured Messages) messages for WhatsApp in Twilio, follow these steps:
Sign in to your Twilio account and navigate to the Senders page.
Go to the WhatsApp templates page.
Click "New message Template".
Fill in the following fields:
Template name
Template category – select a category from the list
Message language – select a language from the list
Message body
Click "Save template for WhatsApp approval".
Once you've registered your HSM templates, you can use them in your WhatsApp messages by referring to the template name and providing the necessary parameter values. Twilio will automatically replace the parameters with the correct values when sending the message to your WhatsApp recipient.
After you have registered the template in Twilio, it is necessary to proceed to Creatio and add the templates there.
How to Register HSM Messages for WhatsApp in Сreatio
Go to the workplace Studio and open the section Lookups or go to the section Lookups from the System Designer ⚙️
Сlick Add lookup and select Template Whatsapp. Set lookup name, for example - WhatsApp templates
Note. Skip steps 1-2 if the lookup was added earlier
Open the contents of the added lookup and click Add
Specify a Name of the template, for example, Greeting
In the Description field, provide the exact message text that corresponds to the template registered in Twilio. This text will automatically populate the Text input field when this specific template is chosen from the communication panel.
In the Response template type field, select the template type, for example, Dialog
Answer template added. After refreshing the page, the template will be available for selection in the Communication Agent Panel after page refresh
Troubleshooting
Agent Messages Not Reaching WhatsApp in Beesender
If agent messages are not reaching WhatsApp, and you are receiving messages from clients after connecting the channel, it is likely that an incorrect phone number was provided when adding the WhatsApp channel.
To resolve this issue, navigate to Beesender Chat Configuration, delete the WhatsApp channel, and then add it again.
Make sure that the phone number is specified in the format {number}.
Also, verify that whatsapp is spelled correctly and that there is a colon, a plus sign, and no spaces in the phone number.