Connect WhatsApp

Dialong Chats uses Twilio as the provider for WhatsApp Business API. Before adding a WhatsApp channel in Creatio, you need to set up a Twilio account, get a phone number, and register it as a WhatsApp sender.

Setting Up Twilio

1. Create a Twilio Account

1. Go to twilio.com and sign up for an account
2. Verify your email and phone number
3. Complete the onboarding steps

Caution

A free trial account has limitations. To use WhatsApp in production, you need to upgrade to a paid account.

2. Get Your Account SID and Auth Token

You will need these credentials to connect WhatsApp to Dialong Chats.

1. Log in to the Twilio Console
2. On the Account Dashboard, find the Account Info section
3. Copy your Account SID
4. Click Show next to Auth Token to reveal it, then copy it

Caution

Treat your Auth Token like a password — never share it publicly or expose it in code.

3. Get a Phone Number

You can use a Twilio phone number or your own phone number.

To purchase a new number through Twilio:

1. In the Twilio Console, go to Develop → Phone Numbers → Manage → Buy a number

   

2. Select the Country

3. Make sure the number supports SMS capability (the number must be able to receive messages)

4. Click Search and review available numbers

5. Click Buy to purchase a number

Tip

When purchasing a number, ensure it has SMS capability — not all numbers support messaging. Numbers that only support voice calls cannot be used for WhatsApp.

4. Register a WhatsApp Sender

Regardless of whether you use a Twilio number or your own, you must register it as a WhatsApp sender before it can be used with Dialong Chats.

1. In the Twilio Console, go to Messaging → Senders → WhatsApp senders

2. Click Create new sender

   

3. Select your phone number — choose Twilio phone number or My own phone number

   

4. Click Continue and follow the steps to connect your Meta Business Account and verify your business

Tip

WhatsApp sender registration requires a verified Meta Business Account at business.facebook.com. Business verification may take a few days.

Channel Configuration in Creatio

Once you have your Twilio credentials and a registered WhatsApp sender, you can add the channel in Creatio.

1. Click the ✚ icon next to Channel

2. Choose WhatsApp

   

3. Enter the Name of your channel

4. Enter your Twilio Account SID

5. Enter your Twilio Auth Token

6. Enter your WhatsApp number (in international format, e.g. +421…)

7. Click the Save button

Tip

Done! Your WhatsApp Business channel is now connected via Twilio. Messages from customers will appear in Dialong Chats.

Next steps are described here: Channels.

To message customers outside the 24-hour window, you need Meta-approved templates. See WhatsApp Templates.