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WhatsApp via Twilio

Connect WhatsApp using a Twilio approved sender — one credential set shared with SMS and voice, plus the 24-hour customer-service window.

Note:

Two ways to connect WhatsApp, and this is one of them. Twilio is the fastest route if you already use Twilio for SMS or voice, because it shares one credential set. The alternative is your own Meta app — no per-message provider fee and the app branding is yours. See WhatsApp via Meta Cloud API. Follow one page or the other, not both.

What you need

  • A Twilio account.
  • An approved WhatsApp sender on that account.
  • The Account SID and Auth Token.

Connect

  1. 1
    On the chatbot's Channels tab, add a WhatsApp channel with the Twilio

    provider and:

| Field | Value | | ----------- | --------------------------------------------------- | | Account SID | From the Twilio console | | Auth Token | From the Twilio console | | From number | whatsapp:+1… — the whatsapp: prefix is required |

  1. 1
    Copy the webhook URL shown after connecting.
  2. 2
    In the Twilio console, set the sender's incoming-message webhook ("A message

    comes in") to that URL, method POST.

The from-number format is the only real difference from SMS: whatsapp:+1…, not +1….

Note:

Connecting a Twilio number already in use on another chatbot for the same type shows a duplicate-number warning naming that bot — one number and type map to a single Twilio webhook slot. You can proceed deliberately.

Verify it works

Message the WhatsApp sender. The conversation should appear in the Inbox tagged WhatsApp, and the AI should reply.

Inbound requests are verified against Twilio's X-Twilio-Signature using your auth token.

The 24-hour window

WhatsApp only allows free-form replies inside a 24-hour customer-service window, which resets on each customer message. Outside it, the provider refuses the send: the message is marked Not delivered with that reason. evoriqa does not send re-engagement template messages, so a conversation that went cold has to be restarted by the customer.

Troubleshooting

SymptomCause
No messages yetThe sender's incoming webhook is not pointed at the channel
Signature rejectedThe auth token does not match the Twilio account
Not delivered, window reasonOutside the 24-hour window
Not delivered, other reasonRead the stored reason, fix it, then Retry
Messages land on the wrong chatbotAnother channel claimed the number — see the duplicate warning

Where to go next

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