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How to create a Whatsapp channel with Twilio?

Step 1. Go to "Settings" page by clicking the settings icon in the left sidebar.


Step 2. Select "Inboxes" from left side panel and Click on "Add Inbox" button.


Step 3. Click on the Whatspp Icon.


Step 4. Select Twilio as the provider option and Configure the inbox.

These are the inputs required to create this channel:

InputDescriptionWhere can I find it
Inbox NameThis is the name inbox, this will be used across the application.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

Click Create Twilio Channel after filling in the information.


Step 5. "Add agents" to your inbox.


Step 6. Hooray! You have successfully created a whatsapp inbox.


To connect 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.


Configuring Chatlake with Twilio Studio‚Äč

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





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

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

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