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Integrations

WhatsApp & SMS channel (Twilio)

Receive WhatsApp and SMS messages from customers directly in your Winora inbox.

WhatsApp & SMS channel (Twilio)

Connect Twilio to receive WhatsApp and SMS messages from customers. All incoming messages appear as conversations in the Winora inbox, and agents can reply directly from there.

Prerequisites

  • A Twilio account with a WhatsApp-enabled or SMS-capable phone number
  • Owner or Admin role in your Winora workspace

Step 1 — Set up Twilio

  1. Create a Twilio account at twilio.com.
  2. Purchase a phone number that supports WhatsApp messaging (Twilio Sandbox is available for testing).
  3. Note your Account SID and Auth Token from the Twilio Console dashboard.
  4. Note the phone number in E.164 format (e.g. +14155238886).

Step 2 — Connect Twilio in Winora

  1. Go to Settings → Integrations → Twilio / WhatsApp.
  2. Click Connect.
  3. Enter your:
    • Account SID
    • Auth Token
    • Phone number (E.164 format)
  4. Click Save & Connect.
  5. Copy the Webhook URL shown in the modal.

Step 3 — Configure the Twilio webhook

  1. In the Twilio Console, go to your phone number's settings.
  2. Under Messaging, set the Webhook URL (for incoming messages) to the URL copied from Winora:
    https://app.winora.dev/api/v1/twilio/webhook?workspace=YOUR_WORKSPACE_ID
  3. Set the HTTP method to POST.
  4. Save.

How it works

When a customer sends a WhatsApp or SMS message to your Twilio number:

  • Twilio forwards it to the Winora webhook.
  • Winora finds or creates a contact matching the sender's phone number.
  • A new conversation is created (or an existing open conversation is found) with channel whatsapp or sms.
  • The message appears in the Winora inbox.

Agents reply from the Winora inbox as normal. Outbound replies are sent back via Twilio to the customer's WhatsApp or SMS.

Testing with Twilio Sandbox

For WhatsApp testing without a verified business account, use the Twilio Sandbox:

  1. In the Twilio Console, go to Messaging → Try it out → Send a WhatsApp message.
  2. Follow the instructions to join the sandbox.
  3. Set the sandbox webhook URL to your Winora webhook URL.

Filtering by channel

In the Winora inbox, use the Channel filter to view only WhatsApp or SMS conversations.