WhatsApp (Twilio)

Connect to Twilio WhatsApp Business Official API to use SleekFlow for customer supports.

In addition to providing SMS, Twilio is also an Official API provider that works directly with WhatsApp. Twilio provides businesses with purchase phone numbers and WhatsApp Official API accounts.

Twilio | WhatsApp Business

Twilio WhatsApp is more suitable for medium to large enterprises using official API for chatbots, customer support and sending updates, charging on a pay-as-you-go basis. In contrast, if you're a small company mainly using it for marketing and customer support, ChatAPI might be a better choice for you as a quick and easy way to get started instantly. We have a detailed guide below for such integration:

If you want a detailed comparison, please check: https://sleekflow.io/blog/whatsapp-business-chatapi-and-twilio/

In order to connect WhatsApp Official Business API through Twilio with SleekFlow, you will first need to purchase a new phone number with Twilio and submit an application for WhatsApp Business API for review. This process could take up to 1 week. Feel free to talk to our customer support team on WhatsApp should you required us to help with the process.

Step 1: Setting up a Twilio Account

In order to connect WhatsApp Business via Twilio to SleekFlow, you will need the following:

Create an account on Twilio

Please verify your account with Email and Phone Number for security purpose.

Verify Email & Phone Number

Activate your sandbox account by clicking ."Agree"

Activate Sandbox Account

Step 2: Getting a Phone Number

After you have created an account with Twilio you gain access to their console/ dashboard. All new accounts are created with $15 of free credit that you can use to buy phone numbers and test the platform.

Navigate to Get Started - Programmable SMS and click "Get a number".

Twilio will recommend a number for you based in your location.

If you don't have a preference, you can click on the red "Choose this Number" button. However, if you would like to purchase a number from a different country or you just would like a different number from the one recommended, you can click on "Search for a different number".

You can select any numbers from any country available on Twilio. If you are only using the number for WhatsApp, you can choose a voice number starting from 6 USD (for Hong Kong). If you want to use it in conjunction with SMS, you'll have to choose a number with SMS capability starting from 15 USD (for Hong Kong).

Don't forget to add your credit card information to your Twilio Account before you make the Channel public. The charge for each message will depend on your country.

Step 3: Applying for WhatsApp Business Account

Once you have a Twilio account and SMS-enable phone number, you can apply for WhatsApp Business Account. Please go to "Programmable SMS" -> "WhatsApp" -> "Senders" by accessing the left menu.

Learn Twilio WhatsApp

Click "Sign Up to Receive Updates" to open up a new form. Once you have submitted this form, the Twilio team will contact you in a couple of days to let you know when your official account is approved. After that, you can move to the next step of integrations.

Twilio WhatsApp Business Application Form

Filling in the Twilio WhatsApp Application Form

Please find a general guide below to help you fill in the Twilio WhatsApp Application Form, including some of the best practices:

Field

Note

First Name

First Name of company representative making the application.

Last Name

Last Name of company representative making the application.

Phone Number

Phone Number of company representative making the application (we recommend to use your mobile number or a direct line).

Email Address

Email Address of company representative making the application.

Company Name

Remember only companies can apply for WhatsApp API accounts, if you are an individual check out the WhatsApp App Integration.

Company Legal Address

Can be the address of any of your branches.

Company HQ Country

Country where your companies main operations are based.

Company Website

E.g. https://sleekflow.io

Company Ownership Model

E.g. Privately Owned

Company Vertical

E.g. Technology

What is your use case?

We recommend to apply with "Customer Support", you can always change your use case later on.

Which regions are you sending messages to?

E.g. Latin America, East Asia

How many messages are you sending every month to these regions?

We recommend to apply with "100,000 to 1,000,000." This is just an estimate and won't have any effect on your billing.

When do you anticipate going live with WhatsApp?

E.g. 1-3 months

Facebook Business Manager ID

WhatsApp Accounts are attached to Facebook Business Manager for authentication. Instructions for finding your Facebook Business Manger ID.

Facebook Page URL

E.g. www.facebook.com/sleekflow.io

Twilio Account SID

You can find your Twilio Account SID in your Twilio Dashboard.

Assign approval to alternative Account SID

Just leave empty.

I understand Twilio can modify my SMS/Voice URL and that approval is only for the brand submitted

Confirm "YES"

Once you have filled out and submitted the form, the Twilio team will contact you to let you know that your account is approved.

The WhatsApp Application normally take up to 3-5 working days to get approved.

Once your Twilio WhatsApp Account has been approved, come back to this page and move on with the integration.

Step 4: Creating Sender Profiles

Now that your WhatsApp account has been approved by Twilio, you can continue with the integration.

Head back to Twilio and navigate to "Programmable SMS" -> "WhatsApp" -> "Senders" by accessing the left menu. Now you'll be able to create a sender profile, which are WhatsApp Accounts that can send templated messages and receive session messages.

Add WhatsApp Sender Profiles

Please press the Plus Sign (+) button to open the Profile Information Form.

WhatsApp Sender Profile Form

This form is where you create your WhatsApp sender profile. This information will be public to anyone that talks to your WhatsApp number. Please see the below a guide to help you fill out the information:

Name

Note

Select a Number*

Here you can choose any number you purchase on your Twilio account that has SMS enabled.

Name*

Public name of company/organization, e.g. SleekFlow

Address

Public address of company/organization.

Email

Official email of company/organization, e.g. supoort@sleekflow.io

Website

Official website address of company/organization, e.g. https://sleekflow.io

Link to Logo

Provide URL to logo in png or jpeg format, 640x640 at a minimum, with a solid background.

Adding WhatsApp Templates

If you wish to send outbound messages to customers who you have not talked within the past 24 hours or any new customer, you'll have to use a WhatsApp message template under WhatsApp's rules. You can now add it the bottom here or add once your sender profile got approved. For details, please see:

When you have filled out the required fields, click on the "Submit Request" button at the bottom.

Once you have received the final approval from Twilio, your account will be ready to be integrated to SleekFlow where you can manage conversations.

If you wish to add further templates in the future, go back to the Sender tab, and then click on "Configure", you'll be able to add message templates at the bottom. Please refer to our separate article on adding WhatsApp Templates and how to use them.

Step 5: Connecting with SleekFlow

You can manage all your channels on SleekFlow Platform - Channel.

Click "Add" button by navigating to the dots button next to "WhatsApp (Twilio)".

SleekFlow Channels

Now you should be asked for the Channel Name, Account SID, Auth Token and Phone Number.

Please enter "Channel Name" for this specific Twilio WhatsApp Integration. This is necessary for your team to recognise this SMS Channel. For example, you could name it "APAC Ops" or "NY Support Team".

Account SID and Auth Token

Now head back to the Twilio console dashboard. Copy the "Account SID" to paste in the form above.

Click "view" to reveal the "Auth Token" and paste it in the form above.

Phone Number

One you have entered Account SID and Auth Token to the form, please also enter the phone number that you just apply, together with the country code.

Webhook URL

You'll also have to set the Twilio Webhook configuration for the selected Phone Number.

Go to "Programmable SMS" -> "WhatsApp" -> "Senders" . Click "Configure".

Change the webhook under "A Message comes in" to the Webhook to the link below.

https://sleekflow-prod-api.azurewebsites.net/whatsapp/twilio/webhook

Click "Configure" and save the settings on Twilio.

Now go back to SleekFlow, make sure you added all information and click "Install" on the SleekFlow Form.

Congratulations! All future WhatsApp messages sent to the phone number will appear on SleekFlow Platform. You can also send templated messages to keep your target updated.

Frequently Asked Questions

1. I have followed the instructions and added the account to SleekFlow. Why is my WhatsApp Message not sending?

Please note that you'll have to upgrade to a paid account in Twilio in order to send messages to all other recipients. To test the function first, you can add your own number to verified caller ID. After that, please upgrade (from the top right corner) and top up with some credits to start sending.

The message that you sent may not be of the right format of the registered. Please check again with you template on the platform or submit new templates for WhatsApp to review.

2. What is the pricing for Twilio WhatsApp? Do I have to pay separately on both SleekFlow and Twilio?

Twilio charges WhatsApp Messages on a pay-as-you-go basis. Each country has a different pricing for a . templated and session message. For more information, please check: https://www.twilio.com/whatsapp/pricing/us.

The bill has to be separate from your SleekFlow account. If you wish to enjoy a better rate, please talk to us as we could offer betting bulk pricing option as a certified Twilio Partner.