How to Connect WhatsApp With Twilio

Summary

Overview: Connect a WhatsApp sender from your own Twilio account so customers can message your business on WhatsApp and Pippin can reply. Pippify sets up the sender's incoming-message link in Twilio for you.

Prerequisites:

• You are signed in as the workspace Admin.
• Your plan includes WhatsApp (Growth plan and up, or the free trial).
• You have at least one Lead Scoring attribute in Settings › AI Studio.
• You have a Twilio account with a WhatsApp sender that is Online. You register the sender in your Twilio Console. Meta reviews it and verifies your business, which can take weeks, so start early. Pippify does not sell phone numbers.

Step-by-Step Instructions

Step 1: Unlock the WhatsApp card

1. In the sidebar, go to Settings › Channels and click the WhatsApp tile. The WhatsApp card opens below the tiles.
2. If the tile shows Set up lead scoring first and the card says Add at least one Lead Scoring attribute in AI Studio before connecting a WhatsApp channel., click the Lead Scoring attribute link, add or generate an attribute, then come back.
3. For a walkthrough inside the app, click Setup Guide on the card.

Step 2: Check your sender in Twilio

1. In your Twilio Console, open your WhatsApp senders.
2. Make sure the sender you want is Online. Senders that are still being verified don't appear in Pippify.
3. On the Console home page, copy the Account SID (starts with AC) and the Auth Token from the Account Info panel.

Step 3: Choose your sender

1. On the WhatsApp card, paste the Account SID and the Auth Token.
2. Next to WhatsApp Sender, click Fetch.
3. Open the WhatsApp Sender list and pick the sender customers should message.

Step 4: Test and connect

1. Click Test Connection and wait for "Credentials verified successfully."
2. Click Save & Connect. You don't need to change anything in Twilio.
3. The status on the card and on the WhatsApp tile changes to Connected, and the card shows Twilio, Your account and the sender's number.

Verify It Worked

Success criteria:

• The WhatsApp tile and card show Connected, and the card shows your sender's number.
• Send a WhatsApp message to your sender from your own phone. The conversation appears in the Inbox, and Pippin replies (or drafts a reply for approval, depending on your automation level).

Troubleshooting

Common errors

• "No online WhatsApp senders found on this Twilio account. A sender that is still being verified by Meta will not appear here yet.": the sender isn't Online yet, or the account has none. Fix: check the sender's status in your Twilio Console and try Fetch again once it is Online.
• "Invalid Account SID or Auth Token. Please check your Twilio credentials.": copy both values again from the Twilio Console.
• "Could not connect to Twilio. Please try again.": wait a moment and click Test Connection again.
• "Failed to fetch senders. Check your credentials.": the senders could not be loaded. Fix: check the credentials and click Fetch again.
• "Failed to connect. Please try again.": the connection was refused. Common causes: a WhatsApp sender is already connected (disconnect it first), the selected sender is no longer in the Twilio account, or your plan doesn't include WhatsApp.
• The WhatsApp tile shows Growth plan and the form is faded with WhatsApp is available on the Growth plan and up. and an Upgrade link: change your plan in Settings › Billing.

Limitations & considerations

• You can connect one WhatsApp sender per workspace. To change it, click Disconnect, then Yes, Disconnect. Inbound messages stop until you reconnect.
• WhatsApp only lets a business reply within 24 hours of the customer's last message. After that, the reply box shows "WhatsApp only allows a reply within 24 hours of the customer's last message. They must message you again before you can reply." This is a WhatsApp rule.
• If your plan later drops WhatsApp, the sender stays connected and new messages still create leads, but Pippin's replies pause (Pippin's WhatsApp replies are paused on your current plan. Your number stays connected.).
• With the Review every reply automation level, Pippin's WhatsApp replies wait in the Review Queue for approval.
• Sending WhatsApp from your own business number needs a paid Twilio account.

Next Steps & Related Resources

• Next steps:
  • How to Reply to a Lead From the Inbox
• Related articles:
  • How to Connect SMS With Your Twilio Account
  • How to Set Up Lead Scoring
  • Why Can't I Reply on WhatsApp or Messenger?
  • Why Is a Channel Greyed Out?

Need more help? For more information and assistance, please send an email to support@pippify.ai.

Last Updated: 10/15/2026