Agent Guide: Get Started with BoldDesk WhatsApp (Twilio) Messaging
WhatsApp, when integrated through Twilio, provides businesses with a reliable way to communicate with customers. Twilio enables sending and receiving messages, responding to queries, and sharing updates seamlessly within BoldDesk.
Receiving and Responding to WhatsApp Messages
Below is a detailed description of receiving and responding to WhatsApp messages.
How Conversations Work
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Customer Initiation: A customer sends a message to your Twilio-registered WhatsApp number.
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Conversation Trigger: The incoming message creates a new chat in BoldDesk.
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Agent Response: Agents reply directly from BoldDesk; messages are delivered in real-time via Twilio.
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.
Session Window Rules
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Each customer-initiated message opens a 24-hour session window.
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During this window, you can send unlimited free-form messages (text, image, audio, etc.).
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The 24-hour countdown resets with every new incoming message.
Session Expiry
If no customer message is received within 24 hours:
* The session expires.
* To restart, send a pre-approved WhatsApp template message.
* Once the customer replies, a new 24-hour session begins.
WhatsApp Messaging Limits on Twilio
- Initial Limit: Up to 250 business-initiated conversations per 24 hours.
- Increased Limits: Can scale to 1,000+ conversations as account quality improves.
- Applies To: Only business-initiated messages using approved templates.
- Customer-Initiated Conversations: Not restricted by these limits.
Supported Media Types in Twilio WhatsApp Messaging
Twilio supports multiple media formats for WhatsApp messaging:
| Direction | Supported Media Types |
|---|---|
| Customer → Business | Text, Images, Videos, Audio, Documents, Location, Contact Cards, Stickers |
| Business → Customer | Text, Images, Videos, Audio, Documents, Template Messages |
Reply Limitations and Troubleshooting
If you cannot reply in BoldDesk, possible reasons include:
1. Session Ended
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Brand linked to the conversation is inactive, deleted, or mismatched.
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Fix: Activate the brand and ensure the Twilio account brand matches the conversation brand.
2. Integration Removed
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WhatsApp integration via Twilio was deleted.
Impact: Conversation becomes read-only.
You can: View history and contact info.
You cannot: Send or receive new messages.
3. Account Deactivated
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WhatsApp (Twilio) account is deactivated or deleted.
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Fix: Reactivate the account or add a new one.
4. Session Expired
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No customer message in the last 24 hours.
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Fix: Send a pre-approved template message to restart the session.
Frequently Asked Questions (FAQs)
Q1: What happens when the 24-hour session expires?
You must send a pre-approved template message to restart communication.
Q2: Are customer-initiated messages limited?
No, limits apply only to business-initiated messages.
Q3: Can I send media files during a session?
Yes, supported formats include images, videos, audio, and documents.
Q4: What if my WhatsApp (Twilio) integration is removed?
Conversations become read-only; add a new integration to resume messaging.
