V3 WhatsApp Twilio Provider Setup

On this page

1 What’s about
2 Requirements
3 How it works

What’s about

In the following section you find how to setup the Twilio Solution Provider.

Requirements

This integration requires:

valid WhatsApp Solution Provider account with a positive balance. In fact consider that to use WhatsApp, on XCALLY side you need to enable the connector, while for interactions management you need to consult the official documentation of the selected provider to check prices: find out Twilio documentation about inbound interactions at this link
the WhatsApp API enabled on your the WhatsApp Solution Provider account
a business sender number profile approved by WhatsApp in advance (For more information, please visit the official Twilio Web Guide)
The Motion instance must have a public address accessible via HTTPS. For security reasons we strongly recommend to use a Reverse Proxy → find out more

How it works

Voice IP Migration Schedule Update - Action Required before December 5, 2023.
You need to allow list the full IP and port ranges following the steps here: Voice IP Migration Schedule Update | Twilio

The message status (checkmark) is automatically updated on the Agent Motion Interface when the positive delivery report is received.

The message status (checkmark) is not updated on the sender WA device when the Agent receives/opens/reads the message.

Twilio does not support read receipts for inbound (user-initiated) WhatsApp messages. This means the business cannot set the status of a message it received to "read" (i.e., changing the checkmark colour on the end user's application).

Copy Account Sid and Auth Token values from the Twilio Account: they must be entered on the XCALLY Motion WhatsApp Connector Account
In General Settings disable HTTP Basic Authentication for media access

Get WhatsApp Number from WhatsApp Enabled Senders section (Messaging → Senders → WhatsApp Senders)
You need to Configure Webhook, by inserting your receive URL in the fields and HTTP Post