Twilio WhatsApp Setup

Connect WhatsApp Business using Twilio as your provider. This is one of the live integrations in the Integrations catalog.

Why Twilio?

Feature	Twilio	Meta Direct
Setup complexity	Easier	More complex
Pricing	Per message	Free (API access)
Phone number	Twilio provides	You provide
Support	Twilio support	Meta support
Templates	Via Twilio	Via Meta

Choose Twilio if you:

• Want simpler setup
• Already use Twilio
• Need Twilio's support
• Prefer consolidated billing

Prerequisites

Gather these before you connect:

• Twilio account (sign up)
• Account SID (starts with AC, exactly 34 characters) — from the Twilio Console
• Auth Token (exactly 32 characters) — from the Twilio Console
• A WhatsApp-enabled Twilio sender phone number in E.164 format (e.g. +14155551234)
• (Optional) Messaging Service SID (starts with MG, 34 characters) for advanced delivery features
• An approved WhatsApp Business profile (Twilio submits it to Meta)

Where you'll enter these

You'll enter these credentials in Fyncall on the Integrations page (Integrations → Twilio WhatsApp → Connect).

Step 1: Create Twilio Account

1. Go to twilio.com
2. Sign up for an account
3. Verify your email and phone
4. Complete account setup

Step 2: Enable WhatsApp

Request Access

1. Go to Messaging → Try it out → Send a WhatsApp message
2. Click Get Started
3. Follow the WhatsApp sandbox setup for testing

Go to Production

For production:

1. Go to Messaging → Settings → WhatsApp senders
2. Click Add new sender
3. Submit your business for WhatsApp approval

Business Profile Approval

Meta must approve your business profile:

Field	Requirement
Display name	Business name
Category	Business type
Description	What you do
Website	Business website

Approval takes 1-5 business days.

Step 3: Get Twilio Credentials

Account SID and Auth Token

1. Go to your Twilio Console
2. On the dashboard, find:
   • Account SID (starts with AC...)
   • Auth Token (click to reveal)
3. Copy these for later

WhatsApp Number

Once approved:

1. Go to Messaging → Settings → WhatsApp senders
2. Find your WhatsApp phone number
3. Copy the number (e.g., +1415XXXXXXX)

Step 4: Configure Webhook

Set Webhook URL

1. In Twilio Console, go to Messaging → Settings → WhatsApp senders
2. Click on your WhatsApp number
3. Under Webhook URL, enter:

   https://api.fyncall.com/api/v1/webhooks/twilio

4. Set HTTP Method to POST
5. Save

Status Callback (Optional)

For delivery receipts:

https://api.fyncall.com/api/v1/webhooks/twilio/status

Step 5: Connect in Fyncall

1. Go to Integrations and find the Twilio WhatsApp card.

2. Click Connect.

3. Enter your credentials:

   Field	Format
   Account SID	Starts with AC, exactly 34 characters
   Auth Token	Exactly 32 characters
   Phone Number	E.164 format, e.g. +14155551234
   Messaging Service SID (optional)	Starts with MG, 34 characters

4. Click Test Connection to verify Fyncall can reach your Twilio account.

5. Click Connect Twilio Account.

6. Test by sending a message.

Step 6: Configure Your Sender

Business Profile

Configure in Twilio:

1. Go to WhatsApp Senders
2. Click your number
3. Edit Business Profile:
   • Display name
   • Logo
   • Description
   • Category

Messaging Settings

Setting	Recommendation
Opt-out handling	Enable
Status callback	Enable
Validity period	24 hours

Template Messages

Create Template

1. Go to Messaging → Content Template Builder
2. Click Create template
3. Fill in:
   • Template name
   • Category
   • Language
   • Content with variables

Template Format

Hello {{1}},

Your order {{2}} has shipped!

Tracking: {{3}}

- The {{4}} Team

Submit for Approval

Templates are submitted to Meta via Twilio and typically approved within 24-48 hours.

Testing

Sandbox Testing

Before approval, test with Twilio Sandbox:

1. Send join <sandbox-keyword> to Twilio sandbox number
2. Test sending and receiving
3. Verify webhook is working

Production Testing

After approval:

1. Send a message to your WhatsApp number
2. Check it appears in Fyncall inbox
3. Reply and verify customer receives it

Pricing

Twilio pricing includes:

Component	Cost
WhatsApp number	~$1/month
Outbound messages	~$0.005-0.05 per message
Inbound messages	~$0.005 per message

See Twilio pricing page for current rates.

Troubleshooting

Messages Not Received

1. Check webhook URL is correct
2. Verify Twilio credentials
3. Check Twilio console for errors
4. Ensure phone number is approved

Cannot Send Messages

1. Verify 24-hour window or use template
2. Check account has credit
3. Verify sender is approved
4. Check for content policy violations

Template Rejected

Common rejection reasons:

• Promotional content in utility template
• Missing opt-out option
• Misleading content
• Variable placeholders missing

Next Steps

• Message Templates - Create and manage templates
• Meta Setup - Alternative setup option
• Integrations Overview - Back to the integrations catalog