Set up the WhatsApp channel

The WhatsApp channel lets you chat with customers on WhatsApp without leaving Creatio. Set it up from the Add channel mini-page in the Customer Communication Hub — Creatio validates your Twilio credentials, registers the channel, and connects it to your WhatsApp number automatically.

note

The WhatsApp channel is part of the Customer Communication Hub app. Agents process the resulting chats in the Agent Inbox, provided by the Contact Center app. WhatsApp channels connect through a Twilio account — you'll need an active Twilio account with WhatsApp enabled for the number you plan to use.

Make sure you have the "Can manage chats" permission and your Twilio Account SID, Auth Token, and WhatsApp-enabled phone number on hand. If you plan to use AI in the channel, seed your knowledge base first so the AI has content to answer from.

Before you begin, make sure the following system settings are populated:

• "Identity server Url" (IdentityServerUrl code)
• "Identity server client id" (IdentityServerClientId code)
• "Identity server client secret" (IdentityServerClientSecret code)

If any of these settings are empty, contact Creatio support.

Create the channel

1. Open the Customer Communication Hub section from the Contact Center Supervisor, Case Management, or Service workplace.

2. Open the Manage channels toggle panel. Under Messaging channels, click Add channel → WhatsApp to open the mini-page.

3. Fill in the setup fields to set the channel details:

   • Phone number — your WhatsApp-enabled number, in international format (for example, +12025551234). Creatio validates the format as you type and flags an "Invalid phone number" error if it doesn't parse.
   • Application Id — your Twilio account SID.
   • Token — your Twilio account token.
   • Queue — select the queue that will handle chats coming through this number.

   Creatio verifies the SID and token together when you click Next and shows "You entered an invalid Token" if Twilio can't confirm them.

4. Click Next to continue to the AI setup.

5. Keep or adjust the AI settings for the channel. (Optional)

   Out of the box, the Use AI in the channel checkbox is selected, with the "Sofia, AI assistant" personality, a friendly tone of voice, and the Customer Support Agent connected. You can change any of these before finishing.

6. Click Finish to add the channel.

7. Send a test WhatsApp message to the connected number. (Optional)

   Confirm the chat lands in the Agent Inbox under the queue you selected before you go live.

As a result, Creatio creates the WhatsApp channel and connects it to your Twilio number. Messages customers send to that number create chats routed to the selected queue.

Edit the channel

1. Open the Customer Communication Hub section from the Contact Center Supervisor, Case Management, or Service workplace.

2. Click the channel in the list to open its settings page.

3. Use the Channel status card above the tabs to activate or deactivate the channel. (Optional)

4. Click the General tab to update the channel name, queue, or language. (Optional)

   The tab also shows a read-only link to the connected WhatsApp number, which opens in the WhatsApp app — Creatio doesn't currently support updating the Twilio connection details here.

5. Click the AI Automation tab to adjust the AI settings. (Optional)

   • Toggle Use AI in the channel on or off.
   • Set Audience rollout (%) — the share of incoming chats AI handles; the rest go straight to agents.
   • Under AI personality, click Edit to change the assistant's name, role, tone of voice. Connected agents and knowledge sources are managed separately, via Change agents — see Set up AI in the chat channel.

6. Save your changes in the top panel.

As a result, Creatio applies your changes to the live channel.

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See also

Set up chat routing

Set up chat processing

Set up the web chat channel

Set up AI in the chat channel