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Set Up Your WhatsApp Channel With Twilio

Step 1. Open your Hoory dashboard. Go to Settings → Inboxes → Add Inbox.


Step 2. Click the "WhatsApp" icon.


Step 3. Choose "Twilio" as the API provider. Fill in the appropriate details.


InputDescriptionWhere can I find it
Inbox NameThis is the inbox name. It will be used across the application.N/A
Phone NumberThis is 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 SIDAccount SID in Twilio ConsoleLogin to Twilio Console. Here, you would be able to see the Account SID and the Auth Token.
Auth TokenAuth token for the accountLogin to the Twilio Console. Here, you would be able to see the Account SID and the Auth Token.

Click Create Twilio Channel after filling in the information.

Step 4. "Add agents" to your inbox.


Hooray! You have successfully created a WhatsApp inbox.


To connect a WhatsApp channel, you have to configure a callback URL in the Twilio inbox. Follow the steps below.

  • 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 as the value for WHEN A MESSAGE COMES IN input.

Configuring Hoory with Twilio Studio

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

For such cases you can follow the steps given below.

  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 given values.





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. It will create a conversation in Hoory from where the agent can reply.

  1. Make sure that your flow can handle the user responses to Agent Replies.

Additional Inbox Settings

Your freshly configured WhatsApp inbox should now appear in your list of inboxes. To see this and to make additional settings in your WhatsApp inbox, go to Settings → Inboxes → click the gear icon on the associated WhatsApp inbox.

All the additional settings available are the same as those in your Twitter inbox. We recommend going through this link to understand the same.