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WhatsApp

Connect WhatsApp to your ChatIQ bot using your own Twilio account.

WhatsApp Integration (Twilio)

Connect WhatsApp to a ChatIQ bot using your own Twilio account.

Important:

  • ChatIQ currently uses a BYO Twilio model for WhatsApp.
  • You must use your own Twilio account and your own registered WhatsApp sender.

Before You Start

You need:

  • A Twilio account
  • A WhatsApp sender registered in Twilio (sandbox or production sender)
  • Access to your ChatIQ team dashboard

If you are testing first:

  • You can start with Twilio WhatsApp Sandbox.

Step 1: Create the Integration in ChatIQ

  1. Go to /dashboard/team/integrations
  2. Open the WhatsApp tab
  3. Select the bot you want to connect
  4. Enter:
    • Twilio Account SID
    • Twilio Auth Token
    • Twilio Sender Number (format: whatsapp:+<number>)
  5. Click Save WhatsApp Integration

After saving, copy the webhook URL shown in the page.

Step 2: Configure Twilio Incoming Webhook

In Twilio WhatsApp sender settings:

  1. Set Webhook URL for incoming messages to: https://www.chatiq.io/api/integrations/twilio/webhook
  2. Set method to HTTP POST
  3. Save/update sender settings

If you are using Sandbox, set the same URL in Sandbox configuration.

Step 3: Send a Test Message

  1. Open WhatsApp on your personal phone
  2. Start a chat with your configured sender number
  3. Send a test message like hello
  4. Confirm you receive a bot reply

You can also confirm the conversation appears in ChatIQ dashboard.

Number Format

Use E.164 format and include the WhatsApp prefix:

  • Correct: whatsapp:+66614185888
  • Incorrect: +66614185888
  • Incorrect: whatsapp: +66614185888 (extra space)

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 webhook URL is unreachable or incorrect.

Check:

  • URL is exactly /api/integrations/twilio/webhook
  • URL is public and deployed
  • Twilio sender webhook saved successfully

Twilio 12300 Invalid Content-Type

This indicates webhook response content type mismatch. ChatIQ's current webhook returns TwiML-compatible XML. If you still see this, retry after deployment and check you are using the latest endpoint.

No WhatsApp reply

Check:

  • Integration is active in ChatIQ
  • Sender is Online/Connected in Twilio
  • Sender format is whatsapp:+<number>
  • Twilio webhook URL is correct

FAQ

Does each customer need their own Twilio account?

Yes. In the current BYO Twilio model, each customer connects their own Twilio credentials and sender.

Can I start with sandbox and switch later?

Yes. Start with sandbox for testing, then switch sender to your approved production WhatsApp number.

Need Help?

Email support@chatiq.io with:

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