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Version: 10All Creatio products

Set up the WhatsApp channel via Twilio

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 section — Creatio validates your Twilio credentials, registers the channel, and connects it to your WhatsApp number automatically.

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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 need an active Twilio account with WhatsApp enabled for the number you plan to use.

You need permission to the "Access to "Chat settings" section" (CanManageChats code) system operation. Learn more: System operation permissions. Make sure you have 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. Click Manage channels to open the Communication channels toggle panel. Under Messaging channels, click Add channel → WhatsApp (Twilio) 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 handles 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 saving.

  6. Click Save to add the channel.

  7. Click Send your first message to send a test WhatsApp message to the connected number (optional).

    Before you go live, confirm that the chat lands in the Agent Inbox under the queue you selected.

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 area above the tabs to activate or deactivate the channel (optional).

  4. Click the General tab to update the channel name, queue, or language in the Channel details expansion panel (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).

    • Select or clear the Use AI in the channel checkbox.
    • Set Audience rollout (%), the share of incoming chats AI handles. The rest go to agents.
    • Click Edit under AI personality to change the assistant's name, role, and tone of voice.

  6. Save your changes in the top panel.

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

To change the connected agents and knowledge sources, use Change agents on the AI Automation tab. Learn more: Set up AI in the chat channel.

See also​

Set up chat routing

Chat workflow

Set up the web chat channel

Set up AI in the chat channel