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Instant - Twilio Provider Setup

Instant - Twilio Provider Setup

Overview

This guide explains how to configure the Twilio Solution Provider for WhatsApp within the XCALLY Motion platform.

Requirements

Before starting the integration, ensure you meet the following prerequisites:

  • Valid Twilio WhatsApp Solution Provider account with a positive balance. To enable WhatsApp on XCALLY, the connector must be activated. However, interaction management and pricing details should be verified directly from Twilio's official documentation.

  • WhatsApp Business API must be enabled on your Twilio account.

  • Approved WhatsApp business sender number (sender profile must be pre-approved by WhatsApp). For more details, visit the official Twilio WhatsApp Documentation.

  • XCALLY Motion instance with a publicly accessible HTTPS address. For enhanced security, it is recommended to deploy a Reverse Proxy.

Configuration steps on Twilio

Message Delivery and Read Status

  • Message delivery status (✔ checkmark) is automatically updated in the Agent Motion Interface upon receipt of a successful delivery report.

  • However, message read statuses are not synchronized back to the sender’s WhatsApp device.

  • Twilio does not support read receipts for inbound WhatsApp messages. This means agents cannot mark received messages as “read” from the sender’s perspective.

  1. Retrieve Twilio Credentials:

  • Log in to your Twilio account.

  • Copy the Account SID and Auth Token.

  • Paste these values into the XCALLY Motion WhatsApp Connector Account settings.

 

  1. General Settings: disable HTTP Basic Authentication for media access

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  1. Get Your WhatsApp-Enabled Number:

    • Navigate to Messaging → Senders → WhatsApp Senders in your Twilio Console.

  2. Create your WhatsApp account on XCALLY

Creation of WhatsApp Account on XCALLY

  • Log in to XCALLY Motion.

  • Navigate to: WhatsApp → WhatsApp Accounts

  • Click he + Plus button to configure a WhatsApp account with Twilio provider.

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  • Account Name: a custom name to identify this WhatsApp account.

  • Key: a unique identification code, up to 5 characters.

  • List: the Contact Manager list to associate with this account

  • Proxy or Motion Domain: server address

  • Type: Select Twilio as provider

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Paste here the information retrieved by your Twilio account:

  • Account SID

  • Auth Token

  • Phone number

 

And click on Add

 

Configure Webhook

To correctly connect Twilio and XCALLY, you need to configure WhatsApp to work with your application. In this way all sent and received messages will hit the desired endpoints.

  • Open Endpoint configuration on your Twilio account

  • In field “How would you like to configure sender?”, select Use webhooks

  • Input your XCALLY receive URL in the Twilio webhook configuration

  • Use the HTTP POST method for webhook requests

 

Testing with Twilio Sandbox

You can test the WhatsApp connector using Twilio's sandbox environment.

Setup instructions:

  1. Activate the WhatsApp Sandbox: Setup Testing Sandbox

  2. Configure the Webhook URL for Sandbox Testing: Update Twilio Sandbox Webhook

 

Outbound messages with Twilio

XCALLY Motion does not support full outbound WhatsApp campaigns using templates. However, agents can send individual outbound messages using a predefined process.

  • Create a message template in Twilio

  • Create a canned answer in Motion with exactly the same text inserted in the Twilio template

  • Agent can send message from the interface:

    • Click the plus button +

    • Select the Twilio account

    • Choose the canned answer (if the canned answer text does not match the Twilio template, the message will be rejected)