Facebook Messenger Integration (Twilio)

Connect Facebook Messenger to a ChatIQ bot using your own Twilio account.

Important:

• ChatIQ uses a BYO Twilio model for Messenger.
• You must connect your own Twilio account and Messenger sender.

Before You Start

You need:

• A Twilio account
• A Facebook Page connected in Twilio for Messenger
• Access to your ChatIQ team dashboard

Important:

• Each Messenger Page is a separate Twilio sender.
• WhatsApp working does not automatically configure Messenger.

Step 1: Create the Integration in ChatIQ

1. Go to /dashboard/team/integrations
2. Open the Facebook tab
3. Select the bot you want to connect
4. Enter:
   • Twilio Account SID
   • Twilio Auth Token
   • Messenger Sender ID (example below) or a Messaging Service SID
5. Click Save Facebook Integration

Use this format for sender ID:

messenger:<YOUR_FACEBOOK_PAGE_ID>

Do not add spaces or extra words.

Step 2: Connect Facebook Page in Twilio (if not already connected)

In Twilio Console:

1. Open Develop → Channels → Facebook Messenger
2. Create or open your Messenger sender instance
3. Click Connect with Facebook and authorize with a Facebook account that has full control/admin access to the target Page
4. Select the Facebook Page
5. Save

If your sender is not connected to a Page, no inbound Messenger messages will reach your webhook.

Step 3: Configure Twilio Incoming Webhook

In your Twilio Messenger sender settings:

1. Set Callback URL to: https://www.chatiq.io/api/integrations/twilio/webhook
2. Set Callback Method to POST
3. Save/update sender settings

Step 4: Send a Test Message

1. Open Messenger and message your connected Page
2. Send a test message like hello
3. Confirm ChatIQ replies from your configured bot

You can also verify the conversation in your ChatIQ dashboard.

Manage Your Integration

From the Integrations table, you can:

• Edit credentials/sender
• Disable/enable integration
• Delete integration
• Copy webhook URL

Troubleshooting

Twilio 11200 HTTP retrieval failure

Usually the webhook URL is unreachable or incorrect.

Check:

• URL is exactly /api/integrations/twilio/webhook
• URL is public and deployed
• Sender webhook changes are saved in Twilio

Twilio 12300 Invalid Content-Type

ChatIQ returns TwiML-compatible XML from the webhook. If you still see this, retry after deployment and confirm the sender points to the latest URL.

No Messenger reply

Check:

• Integration is active in ChatIQ
• Twilio sender is connected and active
• Twilio Account SID/Auth Token are correct
• Sender ID matches Twilio inbound To exactly (for example messenger:<YOUR_FACEBOOK_PAGE_ID>)

If you're still not receiving replies:

1. Open Twilio Programmable Messaging logs for the inbound message.
2. Open the request inspector and confirm webhook request to: https://www.chatiq.io/api/integrations/twilio/webhook
3. Inspect status:
   • 401: auth token mismatch in ChatIQ integration
   • no webhook attempt: callback URL not saved on that Messenger sender
   • 200 with no reply: integration matching issue (sender/account SID/service SID)

Need Help?

Email support@chatiq.io with:

• your team name
• Twilio sender details
• timestamp and error code (if any)