Twilio WhatsApp Business API Setup

Set up Twilio WhatsApp Business API Account

Twilio is an Official API provider that provides businesses with purchased phone numbers and WhatsApp Official API accounts.
In order to connect WhatsApp Official Business API through Twilio on Omnichat, you will first need to purchase a new phone number with Twilio and submit an application for WhatsApp Business API for review. This process could take up to 7 to 10 business days.

Step 1: Set up a Twilio Account

First, you'd need to create a free Twilio account.
Please use a company email instead of gmail/ otmail to speed up the process.
Create an account on Twilio
Please verify your account with Email and Phone Number for security purposes.
Verify Email & Phone Number
Activate your sandbox account by clicking ."Agree"
Activate Sandbox Account

Step 2: Apply for WhatsApp Business Account

Click "Sign up to request access" to open up a new form.
Once you have submitted this form, the Twilio team will contact you in a couple of days to let you know when your official account is approved. After that, you can move to the next step of integrations.
Twilio WhatsApp Business Application Form

Filling in the Twilio WhatsApp Application Form

Please find a general guide below to help you fill in the Twilio WhatsApp Application Form, including some of the best practices:
First Name
First Name of company representative making the application.
Last Name
Last Name of company representative making the application.
Phone Number
Phone Number of company representative making the application (we recommend to use your mobile number or a direct line).
Email Address
Email Address of company representative making the application.
Company Name
Remember only companies can apply for WhatsApp API accounts, if you are an individual check out the WhatsApp App Integration.
Company Website
Company HQ Country
Country where your companies main operations are based.
Twilio Account SID
You can find your Twilio Account SID in your Twilio Dashboard.
Facebook Business Manager ID
WhatsApp Accounts are attached to Facebook Business Manager for authentication. Instructions for finding your Facebook Business Manger ID.
Facebook Business Verification
Click "Yes" if you have done this before. Otherwise, please refer to our guide here.
Company Vertical
E.g. Technology. Please avoid Marketing, Media, Medical Devices, Pharmaceuticals .
What is your use case?
We recommend applying with "Customer Support", you can always change your use case later on.
Which regions are you sending messages to?
E.g. East Asia
How many messages are you sending every month to these regions?
We recommend to apply with "100,000 to 1,000,000." This is just an estimate and won't have any effect on your billing.
Are you working with an ISV, SI or Third Party?
Select "No"
Assign approval to alternative Account SID
Just leave empty.
I understand Twilio can modify my SMS/Voice URL and that approval is only for the brand submitted
Confirm "YES"
Once you have filled out and submitted the form, the Twilio team will contact you to let you know that your account is approved. The WhatsApp Application normally takes up to 5-10 working days to get approved.
Once your Twilio WhatsApp Account has been approved, come back to this page and move on with the integration.

Step 3: Create a Regulatory Bundle

Please skip this step and go directly to Step 4 if you are NOT from Hong Kong.
If you are from Hong Kong, you'd have to submit a regulatory bundle which includes your BR certificate for review.
Go to Phone Numbers -> Regulatory Compliance -> Bundles. Click Create a Regulatory Bundle.
Follow the instructions and fill in the required information, as well as uploading your business supporting document for review.
Please choose your right type of phone number. For example, if you want to buy a mobile number, than you will need to choose "mobile" here.
Mobile Numbers: Can use WhatsApp and Send SMS National Numbers: Can use WhatsApp and divert calls to another number
After submitting your regulatory bundle, you will receive an email confirming the process is complete.

Step 4: Buy a Phone Number

Now you'd need to add your credit card to choose and purchase your new number.
Go to Billing from your Twilio Account. Click "Upgrade Now."
Add your company and billing address, and your payment method to pay for the Phone Number and WhatsApp Fee. Learning more about WhatsApp Pricing here.
For Example, for Hong Kong:
  • Template Message - It charges 0.0555 USD/ message to talk to customers who have not contacted you in the last 24 hours.
  • Session Message - it charges 0.005 USD/ message to talk to customers who replied to you in the last 24 hours (Both incoming & outgoing message)
Click "Upgrade Account" and you're good to go!
Now you can go to Phone Numbers - Buy a Phone Number to search for a number.
You can select any numbers from any country available on Twilio.
  • If you are only using the number for WhatsApp, you can choose a voice number starting from 6 USD (for Hong Kong).
  • If you want to use it in conjunction with SMS, you'll have to choose a number with SMS capability starting from 15 USD (for Hong Kong).
Click Buy to choose your preferred number.
Choose "Business" and select an approved regulatory bundle you created on the Step 3.
Done! You have successfully purchased your business phone number.

Step 5: Create a Sender Profile

Now you'll be able to create a sender profile, which is a essentially WhatsApp Account.
Please press the New WhatsApp Sender button to open the Profile Information Form.
WhatsApp Sender Profile Form
This form is where you create your WhatsApp sender profile. This information will be public to anyone that talks to your WhatsApp number. Please see the below a guide to help you fill out the information:
Select a Number*
Here you can choose any number you purchased on your Twilio account that has SMS enabled.
Public name of company/organization, e.g. Omnichat
Public address of company/organization or select from saved address.
Official email of company/organization, e.g. [email protected]
Official website address of company/organization, e.g.
Link to Logo
Provide URL to logo in png or jpeg format, 640x640 at a minimum, with a solid background.
Check if Profile is for a client
Do not select and leave it blank.
Click on the "Submit Request" button at the bottom.
Once you have received the final approval from Twilio, your account will be ready to be integrated into Omnichat where you can manage conversations.
Please inform Omnichat Team to activate your Twilio account ready to integrate.

Step 6: Grant Developer Access to Omnichat Team

Go to "Settings" -> "Manage Users" by accessing the left menu, Click the Add button as shown in the below screen
Input "[email protected]" and select "Developer" role, click "Send Invitation"

Step 7. Two Factor Authentication

Twilio requires you to do a Two Factor Authentication if you are a paying customer starting from October 12th 2020.
Press the notification at the top and it brings you to "User Settings"
Select either "Once per computer" or "Every Login" and press "Update 2FA Settings" to proceed.
After selecting, you will be directed to a new page where it requires you to type in your personal phone number, then press "Send code via SMS".
You will then have to check your phone number for the message with the included code, type in the follow field and press "Verify".
Lastly, they will provide you with a Recovery code for you to access your account if there is an issue with the Two Factor Authentication.

Finally, please inform Omnichat Team after your Twilio account is ready to integrate

Please inform Omnichat Team to activate your Twilio account ready to integrate.