Summary
Integrating Twilio with Wati enhances your messaging capabilities by providing:
Automated SMS fallback for WhatsApp delivery failures, ensuring your messages reliably reach your audience every time.
Direct SMS broadcast campaigns, allowing you to efficiently reach your customers through both WhatsApp and SMS channels
This seamless integration improves message delivery, broadens your reach, and offers a unified platform for effective multi-channel communication.
Instructions
Prerequisites
This feature is currently in beta and available for free exclusively to Wati’s Business plan customers in the beta phase.
Additionally, you should have an active Twilio subscription.
If you're interested in trying out this feature, please contact our support team.
Why Integrate Wati with Twilio?
1. Seamless SMS Fallback for Reliable Communication
Integrating Wati with Twilio enables automated SMS fallback when WhatsApp messages fail to deliver. This ensures your critical notifications and updates reach your audience consistently, maintaining high engagement and reducing missed connections.
2. Efficient Multi-Channel Campaigns
The integration also allows you to send broadcast campaigns via SMS alongside WhatsApp messages. This multi-channel approach broadens your reach, improves campaign effectiveness, and provides flexibility to communicate with customers through their preferred channels.
How to Integrate Wati with Twilio
Step 1: Setting up and testing Twilio integration
Navigate to the Integrations page in your Wati account and click on the Twilio card. A pop-up will appear—simply click on the "Connect With Twilio" button.
You will need your Twilio Account SID, Auth Token, and Phone Number. You can find these details easily in your Twilio Console. Copy and paste each of these into the respective fields in Wati, then click Continue.
To verify the credentials and phone number, a test message will be sent. We provide a sample recipient phone number, but you can also enter your own—just ensure it’s an active number that allows communication with your Twilio number. Click the "Send Test SMS" button.
Once you receive a successful delivery notification from Twilio, indicating the message was sent correctly, click "Finish Set Up" to complete the integration.
Please note that as of now, Wati only allows integration with one Twilio phone number. If you wish to delete the connection or replace it with another phone number, please contact the Wati support team to request the same.
Step 2: Create SMS Templates
In your Wati account, go to Broadcasts > Templates > SMS. This page displays both published and draft SMS templates. Unlike WhatsApp templates, SMS templates do not require approval. Click the "Create New SMS" button.
While developing your SMS template, you have the option to select a WhatsApp template that you want to map to this SMS. When configuring SMS fallback for WhatsApp broadcasts, the linked SMS template will be automatically selected if available. Alternatively, you can choose not to link any template and just create a standalone SMS template. Once finished, you can click "Save" to publish, or "Save as Draft" to make further edits later.
Note:
Please dynamically include the appropriate footer in your messages based on the contact's opt-in status. For contacts who have opted in, include the standard marketing footer; for those who have opted out (by sending 'STOP'), ensure future SMS messages are automatically discarded and not sent to them. Our systems are configured to record 'STOP' keywords to prevent unwanted messages and comply with communication regulations.
Additionally, depending on the country you are messaging, you may need to obtain specific registrations or approvals. Twilio may automatically fail to send SMS templates if the necessary registrations are missing, and platform guidelines will specify which registration is required. For example, in the US, 10DLC registration is mandatory for sending messages.
Step 3: How to do an SMS Fallback
In your Wati account, go to Broadcasts > Broadcast Analytics. Click on the New Broadcast button.
Choose the WhatsApp template you want to use and toggle the switch shown in the screenshot below to enable SMS fallback for the broadcast. If a linked SMS template exists for the selected WhatsApp template, it will be automatically selected. Otherwise, you can use the dropdown menu to choose a different SMS template.
You're all set! To view the results of the SMS fallback, click the View Insights button for the broadcast where you enabled fallback. Then, select Delivery Stats on the page that appears. You will see a list of contacts where the WhatsApp message failed and an SMS was sent as a result. Additionally, you can export the delivery data in CSV format by clicking the button highlighted in the screenshot below.
Step 4: Sending SMS Broadcast
In your Wati account, navigate to Broadcasts > Broadcast Analytics and click on the New Broadcast button. On the broadcast creation page, select SMS as the channel and choose the SMS template you want to send. If no SMS templates are available, an informational message will prompt you to create one : simply follow the steps outlined in Step 2 of this document.
You also have the option to schedule your SMS broadcast. After completing the configuration, click on the Add Broadcast button. To view the performance insights, return to the Broadcast Analytics page and toggle the switch to SMS. Here, you'll find detailed delivery stats for all your SMS broadcasts.
Frequently Asked Questions (FAQs)
Integration Setup
1. Who can use the Twilio integration in Wati?
The Twilio integration is available exclusively for customers on Wati’s Business Plan with an active Twilio account.
2. What Twilio details do I need to complete the integration?
You’ll need your Twilio Account SID, Auth Token, and a registered Twilio phone number. These can be found in your Twilio Console.
3. How do I test if my Twilio integration is working?
After entering your Twilio credentials in Wati, send a test SMS to a sample or personal phone number. If the message is delivered successfully, the integration is working.
4. Can I use multiple Twilio numbers with Wati?
No, Wati currently supports integration with only one Twilio phone number. To change or remove it, contact the support team.
SMS Templates
5. Do I need approval to create an SMS template?
No, SMS templates in Wati do not require approval, unlike WhatsApp templates.
6. Can I link a WhatsApp template to an SMS template?
Yes, you can link a WhatsApp template when creating an SMS template. This allows the SMS template to be used automatically for fallback in broadcasts.
7. Can I create an SMS template without linking it to a WhatsApp template?
Yes, you can create a standalone SMS template without linking it to any WhatsApp template.
8. How does Wati handle contacts who opt out of SMS messages?
Wati automatically tracks keywords like “STOP” and blocks SMS messages to opted-out contacts to ensure compliance with communication regulations.
SMS Fallback
9. What is SMS fallback, and how does it work?
SMS fallback sends an SMS message automatically if a WhatsApp message fails to deliver. This ensures your message still reaches the customer.
10. How do I enable SMS fallback for a broadcast?
When creating a new WhatsApp broadcast, toggle the SMS fallback switch. If a linked SMS template is available, it will be selected automatically. Otherwise, you can choose one manually.
11. How can I view which messages used SMS fallback?
Go to Broadcast Analytics, click “View Insights” for the relevant broadcast, and open the “Delivery Stats” tab to see fallback activity.
12. Can I export SMS fallback delivery data?
Yes, you can export the delivery data as a CSV file directly from the Delivery Stats page.
SMS Broadcasts
13. How do I send an SMS broadcast using Wati?
Go to Broadcasts > Broadcast Analytics, click “New Broadcast,” select SMS as the channel, and choose an SMS template to send.
14. What happens if I don’t have any SMS templates?
You’ll see a prompt to create a new SMS template. Follow the steps in the SMS Templates section to create one.
15. Can I schedule SMS broadcasts for later?
Yes, you can schedule SMS broadcasts for a specific time during the setup process.
16. Where can I view performance data for SMS broadcasts?
You can find detailed delivery stats in the Broadcast Analytics section by toggling the channel filter to SMS.