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Connect WhatsApp through Twilio

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harishmita

harishmita

Last updated on Oct 14, 2026

Connect a WhatsApp number that you manage in Twilio. Good if you already use Twilio for SMS or WhatsApp and want to keep billing there.

Plan & access

  • Every plan that includes WhatsApp (Startups and above, and the free trial) on Chatwoot Cloud, and self-hosted. See Pricing & Plans.

  • Administrators only.

  • With Twilio you can send templates (Twilio content templates) and CSAT surveys. You cannot use WhatsApp campaigns or WhatsApp calling. See the table in WhatsApp in Chatwoot.

Before you start

  • A Twilio account with a WhatsApp sender (number) approved in Twilio.

  • Your Twilio Account SID and Auth Token, or an API Key SID and API Key Secret.

  • Optional: a Messaging Service SID, if you send through a Twilio Messaging Service. To get one, in the Twilio Console go to Messaging › Services › Create Messaging Service, complete the steps, then copy the service's SID.

  • If you use Twilio Studio, do not replace your webhook with Chatwoot's Callback URL. This stops your Studio flow. Contact support first.

Connect your number

  1. Go to Settings › Inboxes › Add Inbox › WhatsApp and choose Twilio.

  2. Enter an Inbox Name.

  3. Enter the Phone Number, starting with + and with no spaces. If you send through a Messaging Service, turn on Use a Twilio Messaging Service instead and enter the Messaging Service SID. The Phone Number field is hidden when this is on. You enter one or the other, not both.

  4. Enter your Account SID, and either your Auth Token or (after turning on Use API Key Authentication) your API Key SID and API Key Secret.

  5. Check that you entered either the Phone Number or, with Use a Twilio Messaging Service turned on, the Messaging Service SID (see step 3).

  6. Click Create Twilio Channel, then add agents.

  7. Copy the Callback URL shown in Chatwoot and set it as the incoming message webhook in the Twilio Console:

    • For a WhatsApp sender: go to Messaging › Senders › WhatsApp Senders and select your sender. In Endpoint configuration, set the webhook URL for incoming messages to the Callback URL and save.

    • For a Messaging Service: go to Messaging › Services, select your service, then Integration, and paste the URL there.

    To find the Callback URL later, go to Settings › Inboxes, open your inbox and select the Configuration tab.

Test it: send a WhatsApp message to your number from another phone and check it arrives in Chatwoot. Reply and check if it arrives on the phone.

What happens next