"How to Connect Twilio WhatsApp to On-Chat"

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
• Admin access to your On-Chat workspace

Step 1: Verify your Twilio WhatsApp number

In the Twilio Console, 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