# "How to Connect Twilio WhatsApp to On-Chat"

> "On-Chat integrates with Twilio's WhatsApp API so businesses can receive and reply to WhatsApp messages from the On-Chat inbox using their existing Twilio number — no additional BSP needed."

URL: https://on-chat.live/guides/how-to-connect-twilio-whatsapp-to-on-chat/
Last updated: 2026-11-14

## Introduction
Twilio is one of the most popular cloud communications platforms, and its WhatsApp Business API integration lets developers send and receive WhatsApp messages programmatically. If your business already has a Twilio account with a WhatsApp-enabled number, connecting it to On-Chat gives your team a no-code inbox for managing all those conversations with automation and routing built in.

**SEO Keywords:** Twilio WhatsApp, Twilio WhatsApp API, Twilio On-Chat integration, WhatsApp Business API Twilio, Twilio messaging On-Chat

## Prerequisites
- A Twilio account with a **WhatsApp-enabled number** (either a Twilio Sandbox number for testing, or a live approved number)
- Your Twilio **Account SID** and **Auth Token** from the [Twilio Console](https://console.twilio.com)
- Admin access to your On-Chat workspace

## Step 1: Verify your Twilio WhatsApp number
In the [Twilio Console](https://console.twilio.com), go to **Messaging → Senders → WhatsApp Senders** and confirm your WhatsApp number is approved. For testing you can use Twilio's WhatsApp Sandbox under **Messaging → Try it out → Send a WhatsApp message**.

## Step 2: Open On-Chat channel settings
In your On-Chat workspace navigate to **Settings → Channels → Add Channel** and select **Twilio WhatsApp** from the Social Network Channels section.

## Step 3: Enter your Twilio credentials
In On-Chat's setup form, enter your Twilio **Account SID**, **Auth Token**, and your **WhatsApp-enabled phone number** in E.164 format (e.g. +14155238886). Click **Save Channel**.

## Step 4: Configure the Twilio webhook
On-Chat will display a **Webhook URL**. In the Twilio Console, navigate to your WhatsApp sender or Sandbox and set the **A MESSAGE COMES IN** webhook to the On-Chat URL with **HTTP POST** method. Click **Save**.

## Step 5: Assign to an On-Chat inbox
Back in On-Chat, go to **Settings → Inboxes** and assign the Twilio WhatsApp channel to an inbox. Configure agents, auto-greetings, and operating hours.

## Step 6: Test with a WhatsApp message
If using the Sandbox, send a join code first from your personal WhatsApp (follow Twilio's sandbox instructions). Then send a message to your Twilio WhatsApp number and verify it appears in your On-Chat inbox. Reply to confirm outbound delivery.

## Step 7: Move to production (when ready)
Once testing is complete in the Sandbox, submit your WhatsApp Business Profile for approval through Twilio's platform. After approval, update your On-Chat channel with your production Twilio number and credentials.

## Best Practices
- Keep your Twilio Auth Token secret — rotate it in Twilio Console and update On-Chat if compromised
- Use Twilio's Content Template API to register WhatsApp message templates for outbound proactive messaging
- Monitor Twilio Messaging Logs alongside On-Chat reports for complete delivery visibility
- Use On-Chat's label and assignment features to distribute high-volume WhatsApp conversations across your team

## Keep reading

- [How to Build a WhatsApp Chatbot Without Code](https://on-chat.live/guides/how-to-build-a-whatsapp-chatbot/): A step-by-step tutorial for building a dynamic WhatsApp chatbot in a visual flow builder, from your first message to live data and agent handoff.
- [Chatbot Flow Design: 12 Best Practices](https://on-chat.live/guides/chatbot-flow-design-best-practices/): Practical rules for designing chatbot conversation flows that customers finish: branching, fallbacks, personalisation, handoff and testing.
- [Make Your Chatbot Dynamic with Webhooks](https://on-chat.live/guides/dynamic-chatbot-webhooks/): Connect your chatbot flows to live data. Learn how webhooks, expressions and splits turn a scripted bot into one that answers with real information.