WhatsApp (via Twilio)
Learn how to connect your WhatsApp Business number to Chatwik using Twilio API with or without a Messaging Service.
You can manage your WhatsApp Business Account conversations directly from Chatwik using Twilio as your Messaging API provider.
Prerequisites
Before connecting WhatsApp via Twilio to Chatwik, make sure you have:
- A valid phone number enabled for WhatsApp messaging in Twilio.
- A Twilio Account (sign up at Twilio WhatsApp Console).
- A Chatwik workspace with the WhatsApp feature enabled.
Setup Options
Setting Up Twilio Without Messaging Service
Use this standard setup method if you are connecting a single WhatsApp phone number directly.
Create Twilio Account & Retrieve Credentials
- Log into your Twilio Console.
- Locate your Account SID and Auth Token on the dashboard.
- Ensure you have an active, WhatsApp-enabled phone number in your account.
Create WhatsApp Inbox in Chatwik
- Log into Chatwik → navigate to Settings → Inboxes → click Add Inbox.
- Select WhatsApp as the channel.
- Select Twilio as the provider.
- Enter your Account SID, Auth Token, and WhatsApp Phone Number (in E.164 format, e.g.
+1234567890). - Click Create Twilio Channel.
Add Agents
Assign team members to your WhatsApp inbox so they can receive and reply to incoming messages.
Configure Webhook in Twilio
- Go to Settings → Inboxes → select your WhatsApp inbox → click the Configuration tab.
- Copy your Chatwik Webhook URL.
- Return to Twilio Console → navigate to Phone Numbers → Manage → Active Numbers.
- Click on your WhatsApp number and select Configure.
- Under Messaging, locate A message comes in (Webhook), paste your Chatwik Webhook URL, and set the HTTP method to
HTTP POST. - Click Save.
Setting Up Twilio with a Messaging Service
Use this setup method if you manage WhatsApp numbers through a Twilio Messaging Service.
Create Messaging Service in Twilio
- Log into Twilio Console → navigate to Messaging → Services.
- Click Create Messaging Service and complete the setup wizard.
- Copy your Messaging Service SID (starts with
MG...).
Create WhatsApp Inbox in Chatwik
- Open Chatwik → Settings → Inboxes → click Add Inbox.
- Select WhatsApp as the channel → choose Twilio.
- Check the box Use Twilio Message Service.
- Enter your Account SID, Messaging Service SID, and Auth Token.
- Click Create Twilio Channel and assign agents.
Configure Webhook in Messaging Service
- In Chatwik, open the Configuration tab for your new WhatsApp inbox and copy the Webhook URL.
- Go to Twilio Console → Messaging → Services → select your Messaging Service.
- Open the Integration tab.
- Under Inbound Messages, select Send a Webhook and paste your Chatwik Webhook URL.
- Click Save.
Once configured, any WhatsApp message sent to your Twilio number will instantly create a conversation inside your Chatwik inbox.
Frequently Asked Questions
What types of WhatsApp templates does Chatwik support when using Twilio?
Currently, WhatsApp template messages are managed directly via Meta Embedded Signup or WhatsApp Cloud API. Sending custom WhatsApp template messages via Twilio is not currently supported.
How do I use Chatwik alongside Twilio Studio flows?
If you use Twilio Studio for custom automated bot flows, updating the number's primary webhook URL directly will override your Studio flow. To enable human agent handoff to Chatwik from Twilio Studio:
- Open your flow in Twilio Studio and identify the step where you want agent handoff to occur.
- Add a Make HTTP Request Widget to your flow.
- Set the request URL to your Chatwik Webhook URL (HTTP POST).
- Connect the output of the HTTP request widget to handle incoming agent replies back to the customer.
Additional Inbox Settings
To customize your WhatsApp channel settings, go to Settings → Inboxes and click the gear icon next to your WhatsApp inbox.
General Settings
- Enable Channel Greeting: Sends an automated welcoming message when a customer initiates a new conversation on WhatsApp.
- Enable CSAT: Automatically prompts customers with a Customer Satisfaction survey when a conversation is resolved.
- Update Credentials: Update your Twilio Account SID, Auth Token, or Messaging Service SID whenever credentials change.
Managing Collaborators
- Open the Collaborators tab.
- Add or remove agents assigned to this WhatsApp inbox.
- Enable or disable Automatic Assignment of new incoming conversations to assigned agents.
- Click Update to save changes.
Business Availability
- Open the Business Hours tab.
- Check Enable business availability for this inbox to specify operating hours.
- Customise the Unavailability Message displayed to customers messaging outside business hours.
Wik AI Note
When Wik AI is enabled on an inbox, the unavailability message is automatically suppressed. Wik AI handles customer inquiries directly outside business hours unless explicitly handed off to a human agent.
- Set working hours for each day of the week along with your time zone.
- Click Update Business Hour Setting.