> ## Documentation Index
> Fetch the complete documentation index at: https://docs.supportunicorn.com/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp (Twilio)

> Connect your AI agent to WhatsApp Business

## Overview

Connect your AI agent to WhatsApp Business via Twilio's WhatsApp API, enabling customers to reach you through the world's most popular messaging platform.

## Requirements

Before setting up WhatsApp, you'll need:

* **Twilio Account**: Active account with WhatsApp Business API enabled
* **WhatsApp-Enabled Number**: Twilio phone number with WhatsApp capabilities
* **Twilio Credentials**:
  * Account SID
  * Auth Token
* **WhatsApp Business Profile**: Approved business profile on Twilio

## Setup Instructions

### Step 1: Enable WhatsApp on Twilio

1. Log in to your [Twilio Console](https://console.twilio.com/)
2. Navigate to **Messaging** → **Try it out** → **Send a WhatsApp message**
3. Follow Twilio's WhatsApp setup wizard
4. Get your WhatsApp-enabled phone number

### Step 2: Create the Channel

1. Navigate to **Agents** → **Your Agent** → **Channels**
2. Click **"Create Channel"**
3. Select **"WhatsApp (Twilio)"** as the channel type

### Step 3: Configure WhatsApp Settings

Enter the following information:

* **Phone Number**: Your Twilio WhatsApp number in E.164 format (e.g., `+14155552671`)
* **Display Name**: Business name shown to customers (optional)
* **Twilio Account SID**: Found in your Twilio console
* **Twilio Auth Token**: Found in your Twilio console

### Step 4: Save Configuration

Click **"Save"** to create the WhatsApp channel.

## Phone Number Format

WhatsApp phone numbers must be in **E.164 format**:

* Format: `+[country code][number]`
* Include the `whatsapp:` prefix when using Twilio API
* Example: `whatsapp:+14155552671`

## Configuration Options

| Option             | Description                           | Required |
| ------------------ | ------------------------------------- | -------- |
| Phone Number       | Twilio WhatsApp number (E.164 format) | Yes      |
| Display Name       | Business name shown to customers      | No       |
| Twilio Account SID | Your Twilio Account SID               | Yes      |
| Twilio Auth Token  | Your Twilio Auth Token                | Yes      |

## WhatsApp Business Features

### Message Templates

WhatsApp requires pre-approved message templates for outbound messages:

1. Create templates in Twilio Console
2. Submit for WhatsApp approval
3. Use approved templates for notifications

### Rich Media Support

* **Images**: Send and receive image files
* **Documents**: PDF, DOC, and other file formats
* **Location**: Share location information
* **Quick Replies**: Interactive button messages

### Business Profile

Ensure your WhatsApp Business Profile includes:

* Business name
* Business description
* Profile photo
* Business category
* Contact information

<Card title="Twilio WhatsApp Guide" icon="message" href="/integrations/twilio">
  Complete WhatsApp setup and template configuration
</Card>

## Managing the Channel

### Activate/Deactivate

Toggle the **"Active"** switch to enable or disable WhatsApp without deleting the channel.

### Edit Settings

1. Navigate to **Agents** → **Your Agent** → **Channels**
2. Click the WhatsApp channel
3. Update configuration
4. Click **"Save Changes"**

### Delete Channel

1. Navigate to **Agents** → **Your Agent** → **Channels**
2. Click the WhatsApp channel
3. Click **"Delete Channel"**
4. Confirm deletion

## Best Practices

1. **Template Approval**: Prepare and approve message templates early
2. **24-Hour Window**: Respond within 24 hours to avoid template requirements
3. **Rich Media**: Use images and documents to enhance support
4. **Business Profile**: Keep your profile complete and professional
5. **Opt-In Compliance**: Ensure customers opt-in to WhatsApp communication
6. **Response Quality**: Maintain high-quality, helpful responses

## WhatsApp Policies

Follow WhatsApp Business policies:

* **Opt-In Required**: Customers must opt-in to receive messages
* **No Spam**: Only send relevant, requested content
* **24-Hour Window**: Free-form messages only within 24 hours of customer message
* **Template Messages**: Use approved templates outside 24-hour window
* **Quality Rating**: Maintain good quality rating to avoid restrictions

## Troubleshooting

### Not Receiving Messages

* Verify WhatsApp is enabled on your Twilio number
* Check phone number is in correct E.164 format
* Ensure Twilio webhook is configured correctly
* Verify Twilio credentials are valid
* Check Twilio account has sufficient balance

### Cannot Send Messages

* Ensure you're within the 24-hour messaging window
* Use approved message templates for outbound messages
* Verify business profile is complete and approved
* Check quality rating hasn't restricted your account
* Review WhatsApp Business policies compliance

### Template Issues

* Verify templates are submitted and approved
* Check template syntax and placeholders
* Ensure template category matches use case
* Wait for approval (can take 24-48 hours)

### Quality Rating Problems

* Review message quality and relevance
* Avoid spammy or promotional content
* Ensure customers opted in
* Respond promptly to customer messages
* Monitor block and report rates

## Cost Considerations

* **Inbound Messages**: Free (covered by WhatsApp)
* **Outbound Messages**:
  * Within 24-hour window: Free
  * Template messages: Per-message fee
* **Phone Number**: Monthly Twilio rental fee
* **Template Approvals**: No additional cost

Refer to [Twilio WhatsApp Pricing](https://www.twilio.com/whatsapp/pricing) for current rates.

## Next Steps

<CardGroup cols={2}>
  <Card title="Twilio Integration" icon="message" href="/integrations/twilio">
    Configure webhooks and message templates
  </Card>

  <Card title="SMS Channel" icon="comment" href="/channels/sms">
    Set up SMS messaging support
  </Card>
</CardGroup>