This documentation is for setting up WhatsApp integration with FluentSupport.

Sign up on Twilio #

• First, you’ll need a Twilio account to get started. Simply head to their website and sign-up for a free account. You’ll need an email address to start off with their free trial. You’ll also need a Mobile no. that will be verified. So make sure to use a number you have to access to.

Setup Twilio console #

• After signing up you have to configure the Twilio console. You can use the information in the following image to configure.

• After configuring, click Get Started with Twilio. You’ll get the Account SID and Auth Token for the Twilio account on the following Console page.

• Copy these and paste them into Fluent Support’s Twilio settings page under Notification Integration.

Setup WhatsApp Sandbox #

• Once you’re done copying the Twilio Console information, it’s time to set up the WhatsApp Sandbox. From Console, go to Messaging in the left-hand sidebar and Select Send a WhatsApp Message. 

• After enabling the Sandbox, Twilio provides a WhatsApp no. and a code.
• Create a WhatsApp contact with this number and send the provided code from your WhatsApp account.

• You can engage your users in business-related dialogue at this phase. The use of pre-approved templates was needed for business-initiated interactions up to the user’s response. To begin a business-initiated chat, select one of our pre-approved templates.
• This will return a notification to your Twilio WhatsApp chat. Also, a Message received notification will appear on the Twilio page.

• Now click Next step: Go to the user-initiated conversation page.
• In this step, you should reply to the notification from Twilio. This will show as another Message notification in the Twilio WhatsApp Sandbox.

• When complete, click Next step Warp up page will come and you will see that configuring your WhatsApp Sandbox is done.

Enable replying for WhatsApp integration #

• Copy the WhatsApp number from this page and paste it into Fluent Support’s Twilio settings page under Notification Integration Settings.

• Now you have to configure the sandbox, mainly entering the end-point URL in WHEN A MESSAGE COMES IN. For this link, you have to enable the reply feature for Twilio in FluentSupport

• Enabling replies generates a URL in FluentSupport’s Twilio settings page. Copy this URL and paste it into the When a message comes in the field on the WhatsApp Sandbox configuration page. You also have to enable the events to get related notifications. After completing, hit Save Twilio settings

• Finally, you must paste the WhatsApp number for agents who want to reply in their FluentSupport Staff profile. 

• Make sure to include the Country code when adding this number. Now you can receive ticket notifications on the Twilio chat in WhatsApp and submit responses by replying to the ticket notifications.

Note: To reply to tickets directly from WhatsApp chat, you’ll have to type in ##Ticket number## before the message. For example, to reply to ticket no. 33 you have to type ##33## and then type your response.