How to set up Whatsapp Integration?

To start using WhatsApp Business API with Twilio in production, you need to first enable your Twilio numbers for WhatsApp. Twilio utilizes the information in the form below to set-up the authorization.

Users need their Facebook Business Manager ID to initiate a request authorizing Twilio to message on their behalf. This is because WhatsApp uses your Facebook Business Manager account to identify your business and associate your phone numbers with it.

If you do not already have a Facebook Business Manager account, follow Facebook's instructions to create one. Your Facebook Business Manager ID can be found in the "Business Info" section under Business Settings (Login required).

1. In order to enable your Twilio number for WhatsApp, you will need to fill out Twilio's "Request Access" form with accurate and up-to-date information, including your Meta (Facebook) Business Manager ID. 

2. The information must correspond to the company whose brand will be represented on the WhatsApp business profile. Providing incorrect information here can lead to delays in the onboarding process.

3. Below is additional information on some of the fields on the "Request Access" form based on frequently asked questions:

• Phone Number: The phone number where the user or business requesting access can be contacted, not your Twilio Phone Number.

• Email Address: The address where Twilio will reach out with the next steps once your account is approved for use of the Twilio API for WhatsApp in production.

• Are you working with an ISV (Independent Software Vendor), SI (System Integrator), or third party?: Since Grid users are neither an ISV nor an SI, select No.

• Company Name, Website, HQ Country: Your company’s information. To avoid delays, this should be the same company name used in your Facebook Business Manager account, and the same name that will be displayed on the WhatsApp business profile, once you go live.

• Twilio Account SID: Your primary Twilio Account SID. To find your Account SID, log into the console click the “Home” button, and locate your Account SID on the top right on the page. If this is a Flex account, use your Flex Project Sid.

• Facebook Business Manager ID: This is equivalent to a Meta Business Manager ID. You can find this ID by following this link, or logging into business.facebook.com > clicking “Business Settings” > "Business Info" > Look for the Business Manager ID. (More information about submitting your Meta Business Manager ID)

  • "I've completed Facebook Business Verification": This is equivalent to completing Meta Business Verification. Learn more about Meta's verification process documentation.
    

  • "I understand Twilio can modify my SMS/Voice URL and that approval is only for the brand submitted": Twilio may momentarily use your Twilio number’s SMS or Voice URL to register your number with WhatsApp.

Await pre-approval from Twilio

1. After you submit the "Request Access" form, you will receive an email confirming the form submission.

2. Once Twilio reviews your account, you will receive an email with subject "You are now pre-approved to use Twilio APIs for WhatsApp". This message will contain the next steps for you to follow for submitting your sender Profile and WhatsApp Message Templates.

3. Note : If your company has missing information or falls in a vertical forbidden by WhatsApp's commerce policy, Twilio may reject your submission. Final approval is provided by WhatsApp after you submit your sender profile (next step).

1. Click here or navigate to the Messaging > Senders > WhatsApp Senders section in the Twilio Console. Click the "Submit a WhatsApp Sender" button to create a new sender profile. If you already have a WhatsApp sender, the button will say "New WhatsApp Sender".

2. When you submit a business profile, your "Display Name" must be the business name used in the Facebook Business Manager account. Twilio will submit your Display Name to WhatsApp. This is final piece of information that WhatsApp will need to approve to register your number.

3. You will receive automated confirmation through Zendesk that your Profile Information form has been received.

1. After you approve Twilio to message on your behalf, Twilio will complete the registration process to register your WhatsApp sender. You will receive an email confirmation that Twilio has finalized the registration of your profile.

2. At this point, your Sender is ready to receive messages from customers in production. You can test this by sending a WhatsApp message to your Twilio number and checking the Message Logs section in the Twilio Console. 

3. Once you receive a message, you can reply within 24 hours with free-form messages.

1. To start conversations with new users, or with with existing users who have not sent you a message for more than 24 hours, you are required to use a message template. 

2. To use a message template, you must first submit it to WhatsApp. To submit a message template, navigate to Messaging > Senders > WhatsApp Templates.

3. WhatsApp reviews and approves each message template, typically in 48 hours or less, to maintain high-quality content and avoid spam. Once WhatsApp has approved your template, you can use the message template to send notifications.