Channels

Connect WhatsApp and SMS

Configure Twilio numbers, incoming messages, receipts and WhatsApp permission.

Updated 2026-09-12 · For Organisation admin, Leasing manager

Before connecting

Your Twilio administrator needs an SMS-capable number and, for WhatsApp, an approved WhatsApp sender and opening template. A test sandbox is suitable only for enrolled test participants. Your organisation owns the sender and customer permission records.

Configure the connection

Open Integrations → Live enquiry connections → Configure a connection.

  1. Choose Twilio Messaging and select the Default property if unmatched incoming messages should route there.
  2. Enter Twilio account SID and Twilio auth token. Enter SMS sender in international format, such as +447…, and WhatsApp sender as whatsapp:+447….
  3. Enter the approved opening Content Template SID (HX…) if you need to initiate WhatsApp conversations. Use a template that does not require variables for the current self-service opening flow.
  4. Save settings and choose Test. Open Provider callback addresses for the saved connection.
  5. In Twilio, set the SMS number and WhatsApp sender incoming-message webhook to Incoming messages with HTTP POST. Use Delivery status for status callbacks where requested by your sender or messaging service.
  6. Send an inbound message from a permitted test handset, reply and check the delivery receipt in Recent enquiry and delivery activity.

Record WhatsApp permission

Open Record WhatsApp permission. Enter the customer’s international phone number and evidence describing when, where and for what purpose permission was given. Choose Allowed and Save permission. Use Withdrawn when the customer withdraws permission. An email enquiry alone is not evidence of WhatsApp opt-in.

Opening and continuing a conversation

Outside WhatsApp’s customer-service window, use an approved template; ordinary free-text sends are blocked. An inbound WhatsApp message opens the service window used by Sorsana. SMS STOP or UNSUBSCRIBE blocks subsequent SMS; START records re-enablement. Test these with the same phone number you plan to use for acceptance.