How to create a Whatsapp/SMS channel with Twilio?

Step 1. Click the "Add Channel" button from Settings > Channels page.

Step 2. Click the "Twilio" icon.

Step 3. Configure the channel.

These are the inputs required to create the channel:

Input	Description	Where can I find it
Channel Name	This is the channel name. It will be used across the application.	N/A
Channel Type	Select SMS, if you are integrating an SMS channel. Select WhatsApp, if you have a verified WhatsApp number in Twilio.	N/A
Phone Number	The number you will be using to communicate with your customer. It has to be verified in Twilio.	Enter your number as in the Twilio Dashboard
Account SID	Account SID in Twilio Console	Login to Twilio Console. Here, you would be able to see the Account SID and the Auth Token.
Auth Token	Auth token for the account	Login to the Twilio Console. Here, you would be able to see the Account SID and the Auth Token.

Step 4. "Add agents" to your channel.

Step 6. Hooray! You have successfully created a WhatsApp/SMS channel.

If it is an SMS Channel, you don't need to do anything else. You will start receiving the messages in the dashboard whenever a customer sends you one.

If you are connecting a WhatsApp channel, you have to configure a callback URL in the Twilio channel:

• Login to your Twilio Console.
• Go to Programmable SMS > WhatsApp > Senders.
• You will be able to see your phone number. Upon clicking it, you will see a field like the one shown below.

• Provide https://app.hoory.com/twilio/callback as the value for WHEN A MESSAGE COMES IN input.

Step 7. If you want to update the agents who have access to the channel, you can go to Settings > Channels.

Configuring Hoory AI with Twilio Studio

If you are using Twilio studio for a custom conversation flow, updating the webhook URL directly will break your exising integration.

For such cases you can follow the given steps.

1. Identify the step in your flow where you want the agent handoff to happen.
2. Add a make http request widget as shown below with the give values

REQUEST METHOD : POST

REQUEST URL: https://app.hoory.com/twilio/callback

CONTENT TYPE: Application/JSON

REQUEST BODY: {{trigger.message | to_json }} Make changes as required based on your flow variables.

HTTP request widget will forward the message body to Hoory AI. It will create a conversation in Hoory AI from where the agent can reply.

3. Make sure that your flow can handle the user reponses to Agent Replies.