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Twilio: messaging features and setup
A communications platform for developers that includes WhatsApp alongside other channels. It is suitable when you need to integrate sending and receiving messages into an application, rather than simply use a ready-made conversation inbox.
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Overview
The connection starts with a business event, such as an order being shipped, rather than an agent's screen. Your application decides what to send and receives messages and statuses in return. You therefore need to store a message ID alongside the order ID and distinguish between a request accepted by the service and a message actually delivered. Twilio does not relieve the developer of handling delivery failures, retries, and replies the customer sends after the original event has ended.
Features
- Programmatic access to WhatsApp messaging
- Integration of communication channels into a product
- Connecting conversations to customer context and automation
Business uses
- Sending a shipping update from the order system
- Receiving a customer reply and continuing the service process in the application
Getting started
- Start in a test environment and configure an endpoint to receive messages and delivery statuses.
- Send a test message from the application and save its message ID alongside the test event ID.
- Receive a customer reply and delivery status, and check that the application links them to the same conversation, including after a retry.
What to check
- Check sender registration and WhatsApp template requirements before moving to production.
- Calculate Twilio and channel charges separately, and review how delivery errors are handled.
Sources to check next
Vendor features and prices change. Confirm details on the linked official pages before you rely on them.