Admin Guide: Managing WhatsApp (Twilio) Phone Numbers in BoldDesk
This guide provides administrators with clear, step-by-step instructions to add, configure, and manage Twilio-integrated WhatsApp phone numbers in BoldDesk. It includes actions such as activation, deactivation, editing, deletion, brand mapping, and webhook setup—ensuring compliance with WhatsApp Business policies and secure customer communication.
Key Features
- Phone Number Management: Add, edit, delete, activate, and deactivate Twilio WhatsApp numbers.
- Brand Mapping: Assign numbers to specific brands for organized communication.
Managing Twilio WhatsApp Numbers
You can edit, delete, activate, and deactivate Twilio WhatsApp numbers as discussed below.
1. Editing a Phone Number
The following are steps to edit a Twilio WhatsApp account:
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Click Admin > Chat > WhatsApp > Twilio > Manage.
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Click the more options icon (:) and select Edit.
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Update the phone number information according to your needs on the edit account page.
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Click Update.
2. Deleting a Phone Number
Follow the given steps to delete a Twilio WhatsApp account:
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Click Admin > Chat > WhatsApp > Twilio > Manage.
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Click the more options icon (:) and select Delete.
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Click the Yes, Delete button in the confirmation dialog to delete a Twilio WhatsApp Account.
3. Deactivating a Phone Number
Follow the given steps to deactivate a Twilio WhatsApp account:
- Click Admin > Chat > WhatsApp > Twilio > Manage.
- Click the more options icon (:) and select Deactivate.
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Click the Yes, Deactivate button in the confirmation dialog to deactivate a Twilio WhatsApp channel.
The deactivated phone number/account will be moved from the active tab to the inactive tab from where it can be reactivated.
4. Activating a Phone Number
Follow the given steps to activate a Twilio WhatsApp account:
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Click Admin > Chat > WhatsApp > Twilio > Manage.
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Go to the inactive tab
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Click the more options icon (:) and select Activate.
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Click the Yes, Activate button in the confirmation dialog to activate a Twilio WhatsApp channel.
Frequently Asked Questions (FAQs)
Q1: Can I reactivate a deactivated Twilio WhatsApp number?
Yes, go to the Inactive tab and select Activate.
Q2: Does deleting a number remove all associated data?
Yes, deletion is permanent and cannot be undone.
Q3: Can I map multiple brands to one Twilio number?
No, each number should be mapped to a single brand for clarity.
Q4: Can I edit the phone number after activation?
Yes. Use the Edit option under Manage to update details.
Q5: Can I send messages immediately after activation?
Yes, if your Twilio account and WhatsApp Business Account are properly configured and approved.
