Twilio WhatsApp API Integration

This guide explains how to configure the Twilio WhatsApp integration in QWaiting, add the required Twilio credentials, enable WhatsApp notifications, and save your configuration.

Make sure you have:

From the QWaiting Admin Dashboard, go to:

System setting → Notification setting→ WhatsApp

Open the WhatsApp API integration settings.

Select Twilio from the Type dropdown.

The Twilio configuration screen includes:

Under Type, select:

Twilio

QWaiting will display the parameters required to connect your Twilio account.

The integration requires the following parameters:

These values allow QWaiting to connect to your Twilio WhatsApp configuration.

Under Parameter of SMS, locate:

account_sid

Enter your Twilio Account SID in the corresponding Value field.

The Account SID identifies your Twilio account.

Locate:

auth_token

Enter your Twilio Auth Token in the Value field.

The Auth Token is used to authenticate the connection between QWaiting and Twilio.

Security: Treat the Auth Token as a sensitive credential. Never share it in screenshots, public documentation, or unsecured channels.

Locate:

whatsapp_number

Enter the WhatsApp-enabled number configured for your Twilio account.

Use the number associated with your Twilio WhatsApp setup.

Make sure the number is entered in the format expected by your Twilio configuration.

After entering all required values, locate the Status option.

Select:

Enabled

Enabling the status allows QWaiting to use the Twilio WhatsApp integration for WhatsApp notifications.

The configuration screen also includes a Template option.

Select:

Enabled

when you want QWaiting to use the configured WhatsApp message templates.

If templates are not required for your configuration, leave this option disabled.

Note: The availability and behaviour of WhatsApp templates may depend on your Twilio and WhatsApp configuration.

If your Twilio configuration requires an additional parameter, click:

+ Add parameter

A new parameter row will be added.

Enter the parameter name and its corresponding value.

Only add additional parameters when they are required by your QWaiting or Twilio configuration.

To remove an existing parameter, click the Delete icon next to the parameter.

After entering all required information:

QWaiting will save the Twilio WhatsApp integration configuration.

Your configuration will look similar to:

Type: Twilio

Status: Enabled

Template: Enabled

account_sid: Your Twilio Account SID

auth_token: Your Twilio Auth Token

whatsapp_number: Your Twilio WhatsApp number

After entering these values, click Save.

Check that:

Verify the account_sid and auth_token values. Make sure there are no extra spaces or missing characters when copying the credentials.

Confirm that the number entered under whatsapp_number is the WhatsApp-enabled number associated with your Twilio configuration.

Check that:

System setting → Integrations → WhatsApp API → Select Twilio → Enter Account SID → Enter Auth Token → Enter WhatsApp Number → Enable Status → Enable Template if required → Save

QWaiting allows you to configure different WhatsApp messages for customer notifications such as ticket generation, reminders, next calls, bookings, and feedback.

When WhatsApp templates are enabled, open the WhatsApp Message Templates section to configure the messages.

The available message types include:

Select the message type you want to configure from the list on the left.

After selecting a message type, enter the corresponding WhatsApp template identifier in the Template field.

For example:

Template: your_template_id

The Template ID should match the WhatsApp template configured for your messaging provider.

Enter the message content in the WhatsApp message body field.

You can use QWaiting variables to automatically insert customer and queue information into the message.

For example:

These variables are replaced with the relevant information when the message is sent.

Use the Enabled checkbox to control whether the selected message type is active.

Make sure the checkbox is enabled when you want the selected message to be sent.

You can add supported QWaiting variables without manually typing them.

This makes it easier to create dynamic messages containing information such as the customer's token, waiting time, queue count, or ticket link.

The message editor displays the current message length and the remaining character allowance.

For example:

148 characters | 1 message | 12 characters remaining in current message

Keep the message within the supported character limit to avoid unnecessarily splitting the notification into multiple messages.

After configuring the template:

Repeat these steps for each notification type you want to configure.