Connect a WhatsApp number through Twilio so your agent answers customers on WhatsApp.
Overview
Connect a WhatsApp number and your agent answers customers there, around the clock, with the same knowledge, instructions and actions as on your website. Zetra connects to WhatsApp through Twilio, which is an official WhatsApp Business provider.
What you can do
Answer customers on the app they already use, with the same agent, knowledge and actions you use on your website.
Before you start
- A Zetra account with an agent. If you haven't built one yet, create a free account and follow the Quick start.
- A Twilio account, and your Account SID and Auth Token from the Twilio Console home page.
- A WhatsApp sender in Twilio. For testing, the free WhatsApp Sandbox (Messaging → Try it out → Send a WhatsApp message) works straight away. For real customers, register your own number under Messaging → Senders → WhatsApp senders; Twilio walks you through Meta's approval, including your display name.
A number used by the agent can't be in the WhatsApp app too
A number registered as a WhatsApp Business sender can't also be signed in to the WhatsApp or WhatsApp Business app. If it is, delete that account in the app first (Settings → Account → Delete my account) before you register it in Twilio.
How to connect WhatsApp
Open the WhatsApp channel
Go to your Zetra dashboard, open your agent, click Channels and then Setup on the WhatsApp card.
Enter your Twilio details
Paste your Account SID (it starts with
AC) and Auth Token, and enter your WhatsApp-enabled number in full international format, for example+14155238886. Turn on Enabled and click Save. Your Auth Token is stored encrypted and never shown again.Point Twilio at Zetra
Copy the Webhook URL shown on the WhatsApp page. In Twilio, open your WhatsApp sender (or the Sandbox settings) and paste it into When a message comes in, method HTTP POST. Save.
Send a test message
Back in Zetra, enter your own phone number under Send a test message to and click send. On the Sandbox, you must first join it by sending the join code Twilio shows you.
Check it works
Message your WhatsApp number from your phone. The agent replies within a few seconds, and the chat appears in Analytics → Conversations.
Human takeover
You can take over any conversation yourself. While you're in control, the agent stops replying to that customer.
- Open your agent and click Analytics → Conversations.
- Open the conversation.
- Click Take over. When you're done, click Hand back to AI.
Replies you type there are sent to the customer on this channel straight away.
Messaging limits and billing
Twilio bills WhatsApp messages to your Twilio account at Twilio and Meta's rates. Messages also use your Zetra message credits in the same way as website chats. You can pause the channel at any time by turning off Enabled; your setup is kept.
Limitations
- The number is only for the agent. It can't also be used in the WhatsApp or WhatsApp Business app.
- Free-form replies only within 24 hours. WhatsApp only lets businesses send free-form messages within 24 hours of the customer's last message. To reach someone after that, use an approved template; see WhatsApp templates.
- One number per agent. To use several numbers, create an agent for each.
Troubleshooting
The agent doesn't reply
Possible cause: the webhook URL isn't set on the sender in Twilio, the channel is turned off, or the Auth Token is wrong.
“Twilio Account SIDs start with AC” error
Possible cause: something other than the Account SID was pasted (often an email address filled in by the browser).