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. Only phone numbers added in the Twilio console can be used to add accounts in BoldDesk, and one phone number can only be used to create one account.

Prerequisites

• You must have integrated WhatsApp with BoldDesk. Explore How to Integrate WhatsApp (Twilio) with BoldDesk.
• You must have the manage settings permission enabled for the user.

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 Phone Numbers

You can add, edit, delete, activate, and deactivate Twilio WhatsApp numbers as discussed below.

1. Adding a Twilio Phone Number

The number of phone numbers that can be added depends on your plan. Momentum (Legacy) allows you to add two accounts, while the Enterprise plan allows you to add up to 10 Twilio phone numbers. The following are steps to add a Twilio WhatsApp account:

1. Click Admin > Chat > WhatsApp > Twilio > View Detail.

2. Click on Manage.
   
   

   
   
   

3. Click on Add Phone number.
   
   

   
   
   

4. In the pop-up window, provide the following Twilio Account Configuration Fields then click on next

   Field	Description
   Name	A friendly name used within BoldDesk to identify the Twilio account. This name is displayed to administrators and agents and helps distinguish between multiple connected Twilio accounts. Example: Support WhatsApp Account or Sales Channel.
   Phone Number	The Twilio phone number associated with the channel. This is the number purchased or configured in your Twilio account that will be used to send and receive messages. Only eligible Twilio numbers configured in the Twilio console are displayed in the dropdown.
   Business Display Name	The business name shown to customers when interacting through the channel. This is selected by default and will take the name from the Twilio account and cannot be chosen in BoldDesk. This should match your company or brand name to help customers easily recognize your business. Example: Contoso Support or Acme Customer Care.
   Brand	The brand within BoldDesk that the Twilio channel will be associated with. Incoming messages received through this Twilio number are routed to the selected brand, allowing organizations to manage multiple businesses, departments, or support teams from a single BoldDesk account.

   
   
   

5. Customize the following Twilio Chat Configuration Settings then click on next.

   Setting	Description
   WhatsApp Catalog	Enables WhatsApp catalog templates for customer interactions. When enabled, catalog-based content can be used in welcome messages and offline messages, allowing customers to browse products or services directly through WhatsApp. Turning it on will require you to provide Catalog ID and access token from the Twilio console.
   Reopen Conversation	Allows an existing resolved conversation to be reopened when the same customer sends a new message within the configured time interval. Instead of creating a new conversation, BoldDesk continues the existing chat, helping maintain conversation history and context. A minimum of one and a maximum of 7 days can be set.
   Auto-tag Conversations	Automatically assigns one or more predefined tags to new conversations received through this Twilio channel. Tags help categorize, filter, prioritize, and route conversations more efficiently. Examples: Sales, Support, Billing, or VIP Customer.
   AI Agent	Enables an AI-powered assistant to automatically handle customer inquiries using configured knowledge sources. The AI Agent can provide responses, answer common questions, and assist customers before human agent intervention is required.

   
   
   

6. Customize the following Twilio Message Configuration Settings then click on save. The Message step allows you to configure automated messages that are sent to customers at different stages of a conversation in the Twilio channel.

   Setting	Description
   Welcome Message	Sends an automated greeting message when a customer starts a new conversation through the Twilio channel. This can be used to welcome customers, share business hours, provide initial guidance, or set expectations before an agent responds.
   Offline Message	Sends an automated response when a customer initiates a conversation outside of business hours or when no agents are available. This helps acknowledge the customer’s message and informs them when they can expect a response. Offline messages are sent only when AI Agent Assistance is disabled. If an AI Agent is enabled, the AI Agent will handle the initial customer interaction instead of the offline message.
   Conversation Closure Message	Automatically sends a message when a conversation is resolved or closed. This can be used to thank customers for contacting support, confirm resolution, or provide follow-up information such as surveys or additional resources.

   
   
   

2. Editing a Phone Number

The following are steps to edit a Twilio WhatsApp account:

1. Click Admin > Chat > WhatsApp > Twilio > View Detail > Manage.
2. Click the more options icon (:) and select Edit.
   
   
   
   
   
3. Update the phone number and information according to your needs on the edit account page.
4. Click on Save once the necessary editing has been made.

3. Deleting a Phone Number

Follow the given steps to delete a Twilio WhatsApp account:

1. Navigate Admin > Chat > WhatsApp > Twilio >View Detail > Manage.

2. Click the more options icon (:) and select Delete.
   
   

   
   
   

3. Click the Yes, Delete button in the confirmation dialog to delete a Twilio WhatsApp Account.
   

   
   
   

4. Deactivating a Phone Number

Follow the given steps to deactivate a Twilio WhatsApp Phone number:

1. Click Admin > Chat > WhatsApp > Twilio >View Detail > Manage.
2. Click the more options icon (:) and select Deactivate.
   
   
   
   
   
3. Click the Yes, Deactivate button in the confirmation dialog to deactivate a Twilio WhatsApp channel.
   
   
   
   
   

5. Activating a Phone Number

Follow the given steps to activate a Twilio WhatsApp account:

1. Click Admin > Chat > WhatsApp > Twilio >View Detail > Manage.
2. Go to the inactive tab
3. Click the more options icon (:) and select Activate.
   
   
   
   
   
4. Click the Yes, Activate button in the confirmation dialog to activate a Twilio WhatsApp channel.
   
   
   
   
   

Troubleshooting

Phone number does not appear in the BoldDesk drop-down

Confirm the phone number is already added and eligible in the Twilio Console. BoldDesk only lists numbers available from Twilio for WhatsApp use.

Cannot manage Twilio WhatsApp settings in BoldDesk

Confirm the user account has Manage settings permission enabled.

Offline Message is not sent

Verify whether AI Agent is enabled for the Twilio WhatsApp phone number.- Offline Message is sent only when AI Agent Assistance is disabled.

Unable to reuse a phone number for another BoldDesk account

Confirm whether the phone number is already used by an existing BoldDesk WhatsApp account. A single Twilio WhatsApp phone number can be used to create only one BoldDesk account.

Frequently Asked Questions

1. Can I use any phone number to create a Twilio WhatsApp account in BoldDesk?
   No. BoldDesk only allows selection of phone numbers that are already added and eligible in the Twilio Console.

2. Can the same Twilio WhatsApp phone number be used for more than one BoldDesk account?
   No. One phone number can only be used to create one BoldDesk account.

3. What permission is required to manage Twilio WhatsApp accounts in BoldDesk?
   The user must have Manage settings permission enabled.

4. What happens when I deactivate a Twilio WhatsApp account?
   BoldDesk moves the account from the Active tab to the Inactive tab. The account can be reactivated later from the Inactive tab.

5. Can I reactivate a deactivated Twilio WhatsApp number?
   Yes. Go to the Inactive tab and select Activate from the (:) menu.

6. Is deleting a Twilio WhatsApp account reversible?
   No. Deleting the account is permanent and cannot be undone.

7. When is the Offline Message sent, and when is it not sent?
   The Offline Message is sent only when AI Agent Assistance is disabled. If AI Agent is enabled, the AI Agent handles the initial interaction instead of the Offline Message.

8. Can I send messages immediately after activating a Twilio WhatsApp account?
   Yes, provided the Twilio account and WhatsApp Business Account are properly configured and approved.

Related Articles

1. How to Map Brands and Groups with a Twilio Account in BoldDesk
2. Get Started with BoldDesk Twilio Integration