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Please note that Twilio for WhatsApp is currently a Beta product available from Twilio. Please review the details on this Beta product on the Twilio site https://www.twilio.com/docs/sms/whatsapp/api. |
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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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.
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.
Configure and Enable the WhatsApp chat channel in Luma Virtual Agent using the Account SID and Auth Token from the Twilio Whatsapp project.
Invite users to use the WhatsApp channel to interact with Virtual Agent.
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The next step is to configure and enable WhatsApp as a chat channel in Luma Virtual Agent.
Log in to your tenant on the Bot Builder UI.
Navigate to Bot Menu → Configurations → Channels. Click on the Twilio WhatsApp tile and open configurations.
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.
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.
Copy the Message URL and retain the information on a notepad to be used to configure messaging service in Twilio in a later step.
Click on Configure to enable WhatsApp. The channel is now enabled and set to Active.
Step 3: Configure WhatsApp Sandbox
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