Twilio
Step 1: Open your Neo dashboard. Go to Settings → Inboxes → Add Inbox.
Step 2: Click on the “WhatsApp” icon.
Step 3: Choose “Twilio” as the API provider. Fill in the appropriate details.
Inbox Name
This is the name inbox, this will be used across the application.
N/A
Phone Number
This is the number you will be using to communicate with your customer. This has to be verified in Twilio.
Enter your number as in the Twilio Dashboard
Account SID
Account SID in Twilio Console
Login to Twilio Console. Here, you would be able to see the Account SID and the Auth Token
Auth Token
Auth token for the account
Login to the Twilio Console. Here, you would be able to see the Account SID and the Auth Token
Click Create Twilio Channel after filling in the information.
Step 4: “Add agents” to your inbox.
Hooray! You have successfully created a WhatsApp inbox.
In the Twilio inbox, you must set up a callback URL in order to connect a WhatsApp channel. The steps are listed below.
Login to your Twilio Console. Go to Programmable SMS -> Whatsapp -> Senders. You will be able to see your phone number. Click on it. It will display a field like the one shown below. twilio_console
Login to your Twilio Console.
Go to Programmable SMS -> Whatsapp -> Senders.
You will be able to see your phone number. Click on it.
It will display a field like the one shown below.
Provide https://app.neoleads.in/twilio/callback as the value for 'WHEN A MESSAGE COMES IN' input.
Configuring Neo with Twilio Studio
If you are using Twilio Studio for a custom conversation flow, updating the webhook URL directly will break your existing integration.
For such cases you can follow the steps given below.
Identify the step in your flow where you want the agent handoff to happen.
Add a 'make http request widget' as shown below with the given values.
REQUEST METHOD : POST
REQUEST URL: https://app.neoleads.in/twilio/callback
CONTENT TYPE: Application/JSON
REQUEST BODY: {{trigger.message | to_json }} ( make changes as required based on your flow variables).
HTTP request widget will forward the message body to Neo. This will create a conversation in Neo from where the agent can reply.
Make sure that your flow can handle the user responses to Agent Replies.
Additional Inbox settings
Your freshly configured WhatsApp inbox should now appear in your list of inboxes. To see this and to make additional settings in your WhatsApp inbox, go to Settings → Inboxes → click the gear icon on the associated WhatsApp inbox.
All the additional settings available are the same as those in your Twitter inbox. We recommend going through this link to understand the same.
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