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Luma supports WhatsApp as a chat channel for the organizations, that use WhatsApp as one of the supported channels for user engagement. The Twilio API for WhatsApp helps organizations send and receive messages to their WhatsApp users.

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1. Register and create an account in Twilio. Once the account is created, set up billing for the Twilio messages/transactions. For details about the pricing and billing, refer to https://www.twilio.com/whatsapp/pricing/us.

2. Create a Project in Twilio. Copy the Account SID, Auth Token, Sender number, activation code, and retain them in an easily accessible location such as notepad or any text editor tool.

3. Configure and Enable the WhatsApp chat channel in Luma Virtual Agent using the Account SID and Auth Token from the Twilio Whatsapp project.

4. Invite users to use the WhatsApp channel to interact with Virtual Agent.

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1. Navigate to the Twilio website by entering the URL www.twilio.com. The Twilio home page appears as shown below.

   

2. Create an account in Twilio by clicking Sign up. To know how to sign up for a Twilio account and other account management details, refer https://support.twilio.com/hc/en-us/sections/205104908-Account-Management.
   If you already have an account, skip to the next step (point 3).

   1. On sign up screen, add the required details and Password.

   2. Select the 'I accept Twilio Privacy statement….' andclick on Start your free trial to create your account.

      

   3. An email will be triggered to the email address (added in the above step) to verify your account.

   4. Click on the link in the email and confirm your email address.

      

   5. The link redirects you back to Twilio. To verify your phone number, add your number and click on Verify.

      

   6. Enter the verification code received on your phone and click on Submit.

      

   7. The account is now verified. Finish account creationand go to the Project Dashboard.
      On ‘Do you write code’, click No and click on Skip to Dashboard.

      

3. If you already have an account, log in to Twilio using your account details and navigate to Dashboard.

   

4. Once logged in, the next step is to create a new project. If you already have a project, skip to the next step (point 5).

   1. On the Project Dashboard, click on Create New Project.

      

   2. Add the Project Name and click Verify.

      

   3. Provide your phone number and verification code to verify your account (as in point 2→e). Now skip to Dashboard.

      

   4. Your project is now ready.
      

5. On the Project Dashboard, copy the below details and retain the information in notepad to be used for channel configuration in Luma. Click on the copy button on the fields:

   1. Account SID

   2. Auth Token

      

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1. The next step is to configure and enable WhatsApp as a chat channel in Luma Virtual Agent.

   1. Log in to your tenant on the Bot Builder UI.

   2. Navigate to Bot Menu → Configurations → Channels. Click on the Twilio WhatsApp tile and open configurations.

      

   3. Now add the Account SID and Auth Token (copied in Step 2 → point 5) to the respective fields on the configuration screen in Bot builder UI.

      

   4. On User Reconciliation For Channel Authentication section, specify the user information that should be used for auto authentication and user data reconciliation with Luma Virtual Agent record fields. Since Whatsapp uses the user’s Phone number for authentication, select ‘phone’in User Fields and click on Set.

      

   5. Copy the Message URL and retain the information on a notepad to be used to configure messaging service in Twilio in a later step.

      

   6. Click on Configure to enable WhatsApp. The channel is now enabled and set to Active.

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Step 3: Configure WhatsApp Sandbox

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