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Admin Guide: WhatsApp Integration in BoldDesk via Twilio
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Integrating WhatsApp with BoldDesk using Twilio allows businesses to manage customer conversations seamlessly within the helpdesk, enabling real-time engagement and multimedia messaging.
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
- Sign in to your Twilio Account
- Navigate to Messaging → Try it out → WhatsApp.
- Activate the Twilio Sandbox for WhatsApp for testing.
- Note down:
- Account SID
- Auth Token
Step 2: Configure WhatsApp in BoldDesk
- Log in to BoldDesk Admin Center.
- Go to Admin → Chat → WhatsApp → Twilio.
- Click Configure.
- Enter:
- Twilio Account SID
- Auth Token
- Click Verify & Continue.
- BoldDesk will generate a Webhook URL.
- Copy the Webhook URL and configure it in Twilio Console → Messaging → WhatsApp senders → Webhook Configuration.
- Save changes.
Step 3: Add WhatsApp Accounts in BoldDesk
-
Navigate to Admin → Chat → WhatsApp → Twilio → Manage.
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Click Add Number.
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Enter:
- Name
- Phone Number
- Business Display Name
- Brand
-
Enable options:
- Welcome Message
- Offline Message
- Conversation Closure Message
- AI Agent
- Business Hours
- Reopen Conversation
- Auto-tag Conversations
-
Click Save.
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.
- WhatsApp sessions remain open for 24 hours after the last customer message.
- Agents cannot initiate WhatsApp conversations; customers must start the chat.
- Use Twilio Messaging Insights Dashboard for delivery reports.
Twilio WhatsApp Media Specifications
Twilio’s WhatsApp integration supports sending various media types with specific restrictions:
Outbound Message Limits
- Text: Up to 1600 characters.
- Images: JPG, JPEG, PNG, WEBP (stickers only), max size 5 MB.
- Audio: OGG (Opus codec), AMR, 3GP, AAC, MPEG, max size 16 MB.
- Video: MP4 (H.264 video codec, AAC audio), max size 16 MB.
- Documents: PDF, DOC, DOCX, PPTX, XLSX, max size 16 MB; filename/caption not allowed.
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).
