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Receive inbound messages from SMS, Whatsapp, and Facebook Messenger

With Flex, your customers can reach you via channels like SMS, Whatsapp, and Facebook Messenger. This page details the message handler for inbound messages on these Twilio-supported channels.

By default, Flex has a Message Handler for processing inbound SMS. The Message Handler is automatically attached to the phone number that is provisioned with your Flex instance.

The configuration outlined on this page requires that you're using SMS, Whatsapp, Facebook Messenger, or LINE.

Where to Configure Inbound Message Handlers

All Messaging Channels will have a configurable webhook for processing inbound messages. You can configure your channel in the console and point the webhook to a Message Handler.

For SMS you can configure the Message handler on the Phone Numbers page (Note: select Proxy Service as the handler to see the correct handler.)

For WhatsApp you can configure the message handler using the Whatsapp Sandbox.

For Facebook, Line and other channels you can configure the callback URL from the Channels Page.

Setting up the Message Handler

Once you've found the right place in the console to set up the message handler, you can set the Incoming Message webhook to point to
https://webhooks.twilio.com/v1/Accounts/ACxxx/Proxy/KSxxxx/Webhooks/Message

You can find your default Flex Proxy instance SID in the Proxy section of the console. This webhook directs all inbound messages to the Flex Proxy Service, which understands how to properly transfer messages to Flex and ultimately to the agent.

Make sure there is a Flex Flow that corresponds to the channel and contact center identity - this will ensure that your message gets passed into Flex!

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