WhatsApp via Twilio

Connect your WhatsApp Business number to your Boei inbox using Twilio. This lets you receive and reply to WhatsApp messages directly from Boei, with optional AI auto-reply.

How to get there: Go to Setup in the top menu → Business tab → Channels → WhatsApp.

Prerequisites

  • A Twilio account (free trial available)
  • A Meta (Facebook) Business account
  • A phone number to register for WhatsApp (purchased through Twilio)

Step 1: Buy a Phone Number in Twilio

  1. Log into the Twilio Console
  2. Go to Phone Numbers → Manage → Buy a number
  3. Buy a phone number in any country

Good to know: Unlike SMS, WhatsApp works globally with any number. Customers see your business name in WhatsApp, not the phone number. So pick the cheapest option (US numbers start at $1.15/month).

Tip: You can use the same Twilio number for both WhatsApp and SMS. They use separate webhook URLs and appear as separate channels in Boei.

Step 2: Register as a WhatsApp Sender

  1. In the Twilio Console, click Explore Products in the left sidebar
  2. Find and pin Messaging

Find Messaging in Twilio

  1. Go to Messaging → search for "WhatsApp" → click WhatsApp Senders
  2. Click Create new sender
  3. Select the phone number you bought in Step 1

Twilio New WhatsApp Sender

  1. Click Continue with Facebook to link your Meta Business Account

Facebook connect dialog

  1. Select your Business portfolio and WhatsApp Business account (or create new ones)

Select WhatsApp Business account

Important: If you already have a WhatsApp Business Account connected to Twilio, you must select the same one. Twilio requires all WhatsApp Senders to be in the same WABA.

  1. Verify your phone number with the code sent via SMS

Verify phone number

  1. Review the permissions and click Confirm
  2. You'll see a confirmation that your account is connected

Account connected

Common Issues

"This phone number is already registered to a WhatsApp account"
This means the number is already used for WhatsApp by someone else (or a previous account). You cannot reclaim it. Buy a different number instead.

"We'll review your business to ensure it complies with WhatsApp"
Meta needs to approve your business account first. This review can take up to 24 hours. You cannot connect the number until approved. Wait for the approval email from Meta.

Sender registration error

"Sender unable to be registered"
Make sure you select the WhatsApp Business Account ID shown in the warning. All senders must be in the same WABA.

Step 3: Connect Twilio to Boei

If you've already connected a Twilio provider account (e.g., for SMS), you can skip this step and use the same account.

  1. In Boei, go to Setup → Business tab → Channels → Provider Accounts
  2. Click Connect Provider Account
  3. Select Twilio (WhatsApp & SMS) as the provider
  4. Enter a name (e.g., "Main Twilio")
  5. Find your Account SID and Auth Token in the Twilio Console dashboard under "Account Info"
  6. Paste your Account SID in the Account SID field
  7. Paste your Auth Token in both the "Auth Token" field and the "Auth Token (for webhook verification)" field
  8. Click Connect

Boei connect provider account

Step 4: Add a WhatsApp Channel in Boei

  1. Go to Channels → WhatsApp
  2. Click Add WhatsApp Channel
  3. Enter a Channel Name (e.g., "Support WhatsApp")
  4. Enter the WhatsApp phone number you registered in Step 2 (with country code, e.g., +19046000061)
  5. Select the Provider Account you connected in Step 3
  6. Optionally select an AI Chatbot to auto-reply to incoming messages
  7. Click Create

Boei add WhatsApp channel

After creating the channel, Boei shows the webhook URL. You'll need this in the next step.

Step 5: Configure the Webhook in Twilio

This tells Twilio to forward incoming WhatsApp messages to your Boei inbox.

  1. Copy the webhook URL from Boei (click the copy icon next to it)
  2. In Twilio Console, go to Messaging → WhatsApp Senders
  3. Click on your WhatsApp number
  4. Paste the webhook URL in the webhook configuration field
  5. Make sure the HTTP method is set to POST
  6. Save

You're All Set

Incoming WhatsApp messages will now appear in your Boei inbox. You can:

  • Reply directly from the inbox
  • Assign conversations to team members
  • Let your AI chatbot handle first responses automatically
  • View all conversations alongside your other channels (email, SMS, website chat)

Business display name: Customers see your WhatsApp Business display name, not the phone number. You can change this in your Meta Business Manager under WhatsApp accounts.

Troubleshooting

Problem Solution
Messages not arriving in Boei Double-check the webhook URL in Twilio WhatsApp Sender settings. Make sure it matches exactly.
"Authentication failed" error Verify your Account SID and Auth Token are correct. Re-copy from the Twilio Console.
Number already registered Buy a new number. You cannot use a number that's already registered to another WhatsApp account.
Meta business review pending Wait for Meta to approve your business. This usually takes up to 24 hours.
Webhook verification failing Ensure the "Auth Token (for webhook verification)" field in Boei matches your Auth Token.