Admin Guide: WhatsApp Integration in BoldDesk via Twilio

Integrating WhatsApp with BoldDesk using Twilio enables businesses to provide real-time customer support directly through WhatsApp, all managed within the BoldDesk helpdesk interface. This integration helps streamline communication by allowing agents to send and receive messages, share multimedia files, and use approved WhatsApp templates without switching platforms.

By connecting Twilio’s WhatsApp API with BoldDesk, you can:

• Improve response times through centralized chat management.
• Enhance customer experience with rich media messaging.
• Maintain compliance with WhatsApp Business messaging policies.

Prerequisites

• Twilio Account (with WhatsApp senders enabled)
• BoldDesk Admin Access
• Approved WhatsApp Business Number

Key Features

• Real-Time Messaging: Respond to WhatsApp messages directly in BoldDesk.
• Multimedia Support: Send images, videos, and documents.
• Template Messaging: Use approved WhatsApp templates for outbound messages.

Step 1: Set Up Twilio for WhatsApp

1. Sign in to your Twilio Account
2. Navigate to Messaging → Try it out → WhatsApp.
3. Activate the Twilio Sandbox for WhatsApp for testing.
4. Note down:
   • Account SID
   • Auth Token

Step 2: Configure WhatsApp in BoldDesk

1. Log in to BoldDesk Admin Center.
2. Go to Admin → Chat → WhatsApp → Twilio.
3. Click Configure.
   
   
4. Enter:
   • Twilio Account SID
   • Auth Token
5. Click Verify & Continue.
   
   
6. BoldDesk will generate a Webhook URL.
7. Copy the Webhook URL and configure it in Twilio Console → Messaging → WhatsApp senders → Webhook Configuration.
8. Save changes.

Step 3: Add WhatsApp Accounts in BoldDesk

1. Navigate to Admin → Chat → WhatsApp → Twilio → Manage.

2. Click Add Number.

3. On the Account tab:

   • Enter a name for the account.
   • Select the Twilio phone number associated with your WhatsApp account.
   • Provide the business display name that customers will see.
   • Choose the brand to associate with this account.

   Click Next to proceed.

   
   
   

4. On the Chat tab:

   • Enable Welcome Message to send an automated reply when customers start a conversation.
   • Enable Offline Message to send an automated message when customers initiate a chat while you’re offline.
   • Enable Conversation Closure Message to send a message automatically when a conversation ends.
   • Enable AI Agent to allow an AI assistant to manage customer inquiries.
   • Enable Reopen Conversation to allow messages from the same user within a set time interval to reopen the current chat instead of starting a new one.
   • Select one or more tags to automatically apply to conversations for the Auto-tag Conversations field.

5. Click Save to apply the settings.

   
   
   

Step 4: Test the Integration

• Send a test WhatsApp message from Twilio Sandbox.
• Verify that the message appears in BoldDesk Chat Module.
• Ensure replies from BoldDesk are delivered to WhatsApp.

Twilio WhatsApp Media Specifications

Twilio’s WhatsApp integration supports sending various media types with specific restrictions:

Outbound Message Limits

Template Messaging

• Media messages can be sent within a 24-hour session window after user interaction.
• Outside this window, WhatsApp Message Templates are required.
• Template support will follow basic messaging setup.

Frequently Asked Questions (FAQs)

Q1: Do I need Meta approval for WhatsApp Business?
Yes, Meta approval is required for production use.

Q2: Can I use Twilio Sandbox for testing?
Yes, Twilio Sandbox allows testing without full approval.

Q3: What media types are supported?
Images, videos, audio, and documents (.pdf).

Related Articles

• Twilio SMS & MMS Integration with BoldDesk
• How to Manage Twilio Account in Bolddesk
• Get Started with BoldDesk Twilio Integration