If your WhatsApp number runs through Twilio, you can connect it with the Twilio integration. Messages to that sender land in your inbox, and the AI assistant answers them.
The Twilio integration currently supports WhatsApp senders only. SMS, RCS and Messenger are listed in the connect window but can't be selected yet. If your WhatsApp Business account isn't on Twilio, use Connect WhatsApp instead.
Before you start
- Your salon is on the Accelerate or Ultimate plan.
- You're a Super Administrator or the Owner.
- You have a Twilio account with a WhatsApp sender that's online.
- You have your Twilio Account SID and Auth Token. You'll find both in the Twilio Console.
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Step 1 of 6
Open Integrations
Go to Settings › Integrations and find Twilio. Click Connect.
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Step 2 of 6
Enter your Twilio credentials
In the Connect Twilio Integration window, paste your Account SID, which starts with AC, and your Auth Token.
- 3
Step 3 of 6
Choose the channel
Under Channel, keep WhatsApp selected.
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Step 4 of 6
Pick the sender
Open Phone Number. Softalon loads the WhatsApp senders in your Twilio account. Pick the one you want to use. Senders that are offline can't be selected.
- 5
Step 5 of 6
Connect
Click Connect.
You will see:An Integration Connected message appears, and the Twilio card shows Disconnect.
- 6
Step 6 of 6
Send a test message
Send a WhatsApp message to that number from another phone, then open Conversations.
You will see:The message appears in the inbox, and the assistant replies if it's turned on.
When you connect, Softalon points the sender's incoming messages to Softalon. If the sender belongs to a Twilio Messaging Service, it's removed from that service. Other tools that relied on that webhook or service stop receiving the sender's WhatsApp messages.
If something is off
The Phone Number list is empty
Check the Account SID and Auth Token. The list only loads after both are filled in, and it only shows WhatsApp senders.
Messages arrive but the assistant doesn't reply
Check that Enable Assistant is on in Settings › Conversations, that the assistant isn't disabled in that conversation, and that you have credits.
Common questions
Not yet. Only WhatsApp senders can be connected through Twilio right now.