Connecting WhatsApp Business API via Twilio

Prerequisites

• A Twilio account with WhatsApp enabled (twilio.com/console)
• A WhatsApp Business Account approved by Meta
• A phone number enabled for WhatsApp in Twilio

Step 1: Get your Twilio credentials

1. Log in to console.twilio.com
2. From the dashboard, copy your Account SID and Auth Token
3. Go to Messaging → Senders → WhatsApp Senders
4. Copy the sender number (format: whatsapp:+1XXXXXXXXXX)

Step 2: Configure the webhook

DMHub automatically sets the webhook for you when you connect, but verify it's correct:

1. In Twilio console, go to Messaging → Services or directly to your WhatsApp sender
2. The webhook URL should be set to:

``` https://www.dmhub.ai/api/webhooks/twilio/whatsapp ```

1. Set the method to HTTP POST

Step 3: Connect in DMHub

1. Go to /settings/channels
2. Click Add Channel → WhatsApp → Twilio
3. Enter:

- Account SID - Auth Token - WhatsApp sender number

1. Click Connect

DMHub sends a test message to verify the connection. You'll see a confirmation in the UI.

Step 4: Configure message templates

WhatsApp requires pre-approved templates for outbound messages sent outside the 24-hour conversation window.

Go to /settings/channels → your WhatsApp channel → Templates. DMHub includes 80+ pre-built templates for common scenarios:

• Appointment reminders
• Order confirmations
• Payment receipts
• Follow-up messages

To submit a new template, click New Template and fill in the content. Meta typically approves templates within 24 hours.

Understanding the 24-hour window

WhatsApp allows free-form messages only within 24 hours of the customer's last message. After that window closes:

• You must use a pre-approved template
• Templates can include dynamic variables like {{customer_name}} and {{order_number}}

DMHub tracks window status on each conversation and warns you when it's about to close.

Troubleshooting

See WhatsApp template not approved for more on template issues.