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Twilio setup for WhatsApp

Written by , Founder, AskVault · Reviewed by Aashiq
Last updated: · 4 min read

Why Twilio

AskVault routes WhatsApp via Twilio's WhatsApp Business API. Why this layer:

  • Meta-approved partner. Twilio is a verified BSP (Business Solution Provider).
  • Lower cost than Meta direct for SMB volumes.
  • Easier business registration than going direct with Meta.

For very high volume (50,000+ messages per month) or specific enterprise needs, contact us about direct Meta Cloud API.

Three-step setup

About 30 minutes of your time plus 1 to 3 days of Meta review.

Step 1: create a Twilio account

  1. Sign up at twilio.com.
  2. Verify your email and phone.
  3. Add a credit card. WhatsApp setup requires it.

Step 2: enable WhatsApp Sender

  1. Twilio Console > Messaging > Senders > WhatsApp Senders.
  2. Click "Create new WhatsApp Sender".
  3. Enter:
    • Phone number (existing or purchase new).
    • Business name (as registered with Meta).
    • Business website.
    • Display name shown to customers.
  4. Submit for Meta approval.

Approval takes 1 to 3 business days. Meta reviews:

  • Legitimate business identity.
  • Compliance with WhatsApp's commerce policies.
  • Quality of business profile.

Step 3: connect to AskVault

  1. In Twilio: copy Account SID, Auth Token, and WhatsApp number.
  2. In AskVault: Deploy Hub > WhatsApp > Connect.
  3. Paste credentials.
  4. Click Verify. Should succeed within 30 seconds.

Test by messaging the WhatsApp number from your phone.

Costs

Typical small-business cost:

  • Twilio platform fee. About $5 per month per WhatsApp number.
  • Per-message cost. Varies by country and category:
    • Utility (transactional): $0.005 to $0.015 per message.
    • Authentication (OTP): $0.001 to $0.005 per message.
    • Marketing: $0.02 to $0.05 per message.
  • AskVault subscription. ₹4,999/mo (Growth) or ₹8,499/mo (Business).

For 5,000 WhatsApp messages per month, expect about $50 to $100 in Twilio fees on top of AskVault.

Phone number options

Three patterns:

Buy new Twilio number. Quickest. About $1/mo for a US/Indian number, more for premium numbers.

Port your existing number. Move your existing business line to Twilio. 2 to 4 weeks. Requires written authorization.

Hosted SMS-only number. WhatsApp-only; cheaper but no SMS or voice.

For most teams: buy a new Twilio number. Avoid number-porting complexity unless brand identity requires.

Verification process

Meta verifies the business:

  • Business name matches your legal entity or commonly-known DBA.
  • Website has clear ownership matching the business.
  • Display name doesn't impersonate another brand.
  • Compliance with WhatsApp Commerce Policy.

Common rejection reasons:

  • Generic display name (e.g., "Support" without brand). Use your brand.
  • No business indicator on website (lacking About, Contact, Imprint).
  • Restricted industry. Some industries (gambling, certain financial products, alcohol in some regions) face stricter scrutiny.

Most legitimate businesses approve on first submission.

Message template prep

Before sending outbound messages, register templates. See WhatsApp message templates.

Recommended starting templates:

  • Welcome. "Hi {{1}}, thanks for connecting!"
  • Order confirmation. "Your order #{{1}} is confirmed for {{2}}."
  • Order shipped. "Order #{{1}} shipped. Track at {{2}}."

Submit during initial Twilio setup so they're approved by go-live.

Opt-in flow

Customers must opt in before you send outbound:

  • Inline consent during chat.
  • Checkbox at checkout.
  • Email confirmation flow.

See WhatsApp opt-in for full patterns and compliance.

Common pitfalls

Meta rejects business name. Use your legal name; provide additional documentation if asked.

Phone number not available. Some country codes require additional regulatory paperwork (e.g., India requires KYC).

Approval takes longer than expected. Holidays or high review volume. Be patient; resubmit if no update after 5 business days.

Authentication failed in AskVault. Wrong Twilio credentials. Copy fresh from Twilio Console > Account.

FAQ

Can I use a Twilio sandbox first?

Yes. Twilio's WhatsApp sandbox lets you test without Meta approval. Limited to 10 phone numbers. Useful for development; switch to production once approved.

How many WhatsApp numbers can I have?

One per workspace on Growth, up to 5 on Business, unlimited on Enterprise.

Will my Twilio messages also go through AskVault audit?

Yes. Every send and receive logs in AskVault's audit log alongside the Twilio dashboard.

Can I send to international numbers?

Yes. Twilio supports 180+ countries. Per-country pricing applies.

What happens if Twilio is down?

The bot detects and queues messages. Delivery resumes when Twilio recovers (typically under 15 minutes).

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