Configuring Twilio WhatsApp for Production

To use Twilio for sending WhatsApp messages in production, you need to set up a WhatsApp business account and register a related WhatsApp business number and the templates required for GENESIS.

Refer to the Twilio documentation for details of registering a WhatsApp Sender, 24 hour customer care window, related rules, and templates.

After configuring and testing Twilio WhatsApp in the sandbox, you need to set up the Twilio configuration in Workbench to use the WhatsApp Business Account credentials.

To configure Twilio WhatsApp for production:

  1. Open your WhatsApp business account and copy your WhatsApp number and the API key for WhatsApp traffic.

  2. Open Workbench and in Project Explorer, expand your project > Alarms and Notifications > Alert Notifications.
  3. Expand Twilio Configurations and double-click the Twilio configuration that you have used for testing Twilio WhatsApp, or create one. Learn more

  4. In Default WhatsApp Number, enter the number to be used for sending WhatsApp messages via Vonage. Do the following:

    1. Go to the WhatsApp Numbers tab and select Click here to add new item.
    2. Name the new item in the Name column and in the WhatsApp Number column, enter the number from your WhatsApp business account.
    3. Go back to the General Settings tab and in Default WhatsApp Number, select the newly added phone number from the drop-down list.

  5. Click Apply to save the configuration, and then test the functionality by sending a WhatsApp message.

    1. Click Test WhatsApp next to the Default WhatsApp Number box to open the Send a test message form.
    2. In To, enter the desired receiving phone number, and then click Send Message. You should receive the WhatsApp message to the selected number as expected.

    You should either have a 24 hour customer session open with the To Number by sending a message to the default WhatsApp Number to initiate a test message from Workbench.

    Use the template that you registered while creating the WhatsApp business account to send WhatsApp messages via Connected Field Services, Bridging, or commanding in GraphWorX.