WhatsApp Chat
Route Twilio WhatsApp into a chat session and send replies from the agent.
Type
twilio.whatsapp.channel.whatsapp-messageListed only when this connected service is enabled.
WhatsApp Chat connects a Twilio WhatsApp sender to a workspace channel. Inbound messages become a chat session. Agent replies go back on WhatsApp.
Inbound routing, Start Chat, and event-handler priority are the same for every channel — see Channels.
Configuration
| Setting | Description |
|---|---|
| Connected service | Twilio connection with WhatsApp enabled |
| WhatsApp sender number | Business number that receives inbound messages (To on the webhook) |
Pick the sender from numbers on that Twilio connection. Saving the channel sets Twilio’s inbound webhook for that sender automatically.
For Start Chat, set Channel identifier to the customer’s phone.
For business-initiated outbound WhatsApp, create and approve WhatsApp Templates on the same Twilio connection.
Use case
- Customer support or sales on WhatsApp: inbound messages go to the channel’s default agent.
- Start Chat from an agent or workflow to message a number (templates for the first outbound).
- One Twilio WhatsApp sender for the workspace; turn the channel inactive to pause inbound without deleting the agent.
- Use WhatsApp Message Received instead when you want a handler workflow, not a chat session. An active channel wins for that sender.