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Connect your Twilio Number to your WhatsApp Business Profile

Due to the high demand, Twilio provides access to the Twilio API for WhatsApp as availability opens up. If you have an urgent need for access, please reach out to your account manager.

In this guide, we walk you through connecting a WhatsApp Business profile to your Twilio phone number.

Associating your Twilio number with your Facebook Business Manager account gives you the ability to receive and send messages from your Twilio number using a WhatsApp Business profile. This means you can engage in conversational (two-way) messaging and send higher engagement notifications to your customers from your Twilio number.

At a high level, to enable your Twilio number for WhatsApp, you must complete the following steps:

  1. Request access to enable your Twilio numbers for WhatsApp
  2. Submit a WhatsApp Business profile request and your Message Templates in the Twilio console
  3. Approve Twilio to message on your behalf in the Facebook Business Manager console

This guide includes instructions for both individual businesses and third-party vendors. Under each step, look for the Note for third-party vendors subheading to find specific instructions.

Overview of the registration process

Before getting started

Before getting started, please make sure your business meets the eligibility criteria for Twilio API for WhatsApp.

Developers must verify their business through Facebook Business Manager before beginning the process of connecting their WhatsApp Business Profile and their Twilio phone number.

To connect your Twilio number with a WhatsApp Business account, have the following information handy:

  • Facebook Business Manager account: If you do not already have one, please read Facebook's instructions on setting up a business manager account. WhatsApp uses the Business Manager account to identify your business and associate your phone number(s) with it.
  • Facebook Business Verification: Businesses need to verify their Facebook Business Manager account. This must be done ahead of time.
  • Twilio account: You will need your Twilio Account SID, which you can find in the Twilio console. At this time, trial accounts are not eligible to create a WhatsApp Business Profile with Twilio.

Note for third-party vendors:

If you are working with a third-party vendor, independent software vendor (ISV) or system integrator (SI), you will also need:

  • Twilio Subaccount for your client: This is where your client’s account will be provisioned. It is the subaccount on your (the ISV's) account.
  • Your client’s Twilio Account SID: Your client needs to accept the WhatsApp terms of service in their own Twilio account by navigating to console under Programmable SMS > WhatsApp and clicking "I Accept." You can then submit their Account SID in the "Request Access" form, as described below.

Step 1: Request access to enable your Twilio numbers for WhatsApp

In order to enable your Twilio numbers for WhatsApp, you will need to fill out Twilio's "Request Access" form with accurate and up-to-date information, including your Facebook Business Manager ID. (Please note: This is not the same as your Facebook page). Providing incorrect information here can lead to delays in the onboarding process.

Note for third-party vendors:

If you are a third party vendor, ISV, or SI completing the form on behalf of your customer, you must submit one form per customer or brand that you support.

When completing the "Request Access" form, please take note of the information below (labeled Note for ISVs) to ensure that you correctly represent your customer.

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

  • 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.
  • Company Name, Website, HQ Country: Your company’s information.
    • Note for ISVs: Complete these fields with the client company’s information.
  • 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
    • Note for ISVs: This is your customer’s primary Account SID, not your Account SID.
  • Facebook Business Manager ID: You can find this ID by logging into business.facebook.com > clicking “Business Settings” > "Business Info" > Look for the Business Manager ID. (More information about submitting your Facebook Business Manager ID)
  • "I've completed Facebook Business Verification": Learn more about Facebook's verification process documentation.
  • "I wish to provision this account with a third party vendor": Check this box if a third-party vendor (ISV or SI) is provisioning the account. If the WhatsApp Business Profile is for your own brand, you do not need to check this box.
  • Third-Party Subaccount SID (Optional):
    • Note for ISVs: If you are an ISV, fill this out with the subaccount that you will use to provision your client’s account. There should be one subaccount per client. Read more about subaccounts here.
  • "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 approval from Twilio

After you submit the "Request Access" form, you will receive an email confirming the form submission. Twilio will send this confirmation to the email address provided once access becomes available and you have been approved.

Twilio will notify you when your request for access to the Twilio API for WhatsApp has been approved. This message will contain the next steps for you to follow for submitting your sender Profile and WhatsApp Message Templates.

Step 2: Submit a Sender Profile and Message Templates

The confirmation of approval email will contain "next steps" that instruct you to submit a sender profile and Message Message Templates.

Submit the Sender Profile and Message Templates for approval

Log into the Twilio Console and go to the Programmable SMS > WhatsApp > Senders section. Click the "+" button to create a new profile.

submit-sender-profile-800.jpg

On this same screen, you can submit Message Templates along with your business profile. Learn more about Whats App Message Templates here.

submit-sender-profile-form-800.jpg

When you submit a business profile, it is important to pick a name that follows WhatsApp’s Display Name rules. WhatsApp reviews each display name before allowing the profile to be registered.

Using the information from your completed "Submit Profile Information" form, Twilio will submit your Twilio number and Business Profile display name to WhatsApp. You will receive automated confirmation through Zendesk that your Profile Information form has been received.

Step 3: Approve Twilio to send messages on your behalf

When you receive notice that Twilio has submitted your WhatsApp Business display name and Twilio number to WhatsApp, you need to approve Twilio to send messages on behalf of that Business Profile. You will receive an email to "approve Twilio to message on behalf of" in Facebook Business Messenger. This email usually has the subject "WhatsApp Profile Request."

Go to the Facebook Business Manager console (the one that you submitted in Step 1) and approve Twilio to "message on behalf of." This is located in the business.facebook.com > Business Settings > Requests section. Once there, click the Approve button.

approve-twilio-request-800.jpg

Step 4: Twilio completes your WhatsApp Business Profile registration

After you approve Twilio to message on your behalf, Twilio will complete the registration process to connect your Twilio number and your WhatsApp Business Profile. You will receive an email confirmation that Twilio has finalized the registration of your profile.

At this point, your Business Profile 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. Once you receive a message, you can reply within 24 hours with free-form messages. You can read more about Conversational messaging with WhatsApp here.

        
        
        
        
        Send a freeform message within the 24-hour session

        Send an outbound freeform message with WhatsApp

        Send a freeform message within the 24-hour session

        What's next?

        Once you connect your Twilio number and WhatsApp Business profile, you have many options.

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