How to Integrate WhatsApp to Tegsoft Web Chat via Twilio?

Twilio is the one of API providers of WhatsApp. It allows users to benefit from Web Chat features through WhatsApp.

This article describes how to integrate WhatsApp to Tegsoft Web Chat via Twilio.

By reading this article, you will have information about:

• setting up Twilio messaging service,
• integrating and activating Tegsoft web chat feature by using Twilio.

Twilio Integration and Activation Steps

Please, follow the steps below to integrate WhatsApp to Tegsoft Web Chat via Twilio.

1. Twilio Messaging Service Setup

Please, follow the steps below to activate Twilio account.

1. ➤ Go to https://www.twilio.com/ and login to your account after signing up.
   

2. ➤ Type WhatsApp Senders in the search bar.
   ➤ Click WhatsApp Senders.
   

3. ➤ Click New WhatsApp Sender.
   ➤ Click Buy a Number in the Select a Number list.
   

4. ➤ Select a Country.
   ➤ Click Buy.
   

5. ➤ Type Messaging Services in the search bar.
   ➤ Click Messaging Services.
   

6. ➤ Click Create Messaging Services.
   

7. ➤ Enter a Messaging Service Name.
   ➤ Select what you want to use Messaging Service for.
   (Create a Messaging Service for every Messaging use case you have.)
   ➤ Click Create Messaging Service.
   

8. ➤ Click Add Senders to add senders to messaging service.
   (Select from multiple Senders like phone numbers, WhatsApp Numbers, and others. Use multiple Senders for one application or use case.)
   

9. ➤ Select WhatsApp Number from the Sender Type list.
   (WhatsApp numbers are capable of 2-way (inbound and outbound) messaging with WhatsApp users from most countries.)
   (Businesses can apply to activate Twilio numbers for WhatsApp. Use cases and message templates must be approved by WhatsApp.)
   ➤ Click Continue.
   

10. ➤ Select the WhatsApp Numbers.
    (You can select multiple WhatsApp numbers.)
    ➤ Click Add WhatsApp Numbers.
    

11. ➤ Click Confirm.
    

12. ➤ Select Sender from Sender Pool.
    (A Sender represents a channel, number type, or messaging type that can receive and send messages using the Twilio Messaging API.)
    ➤ Click Step 3: Set up integration.
    

13. ➤ Select Send a webhook from Incoming Messages list.
    (Invoke an HTTP webhook for all incoming messages.)
    

14. ➤ Enter your Request URL.
    ➤ Enter your Fallback URL.
    (Fallback URL is only used if the Request URL fails to respond.)

‏‏‏‏‏‏‏‏ ‏‏‏‏‏‏‏‏ ‏‏‏‏‏‏‏‏ ‏‏‏‏‏‏‏‏ ➤ Click Step 4: Add compliance info.

15. ➤ Click Complete Messaging Service Setup.
    

16. You have successfully set up a new Messaging Service.
    ➤ Click View my new Messaging Service.
    

17. ➤ Copy Messaging Service SID.

‏‏‏‏‏‏‏‏ ‏‏‏‏‏‏‏‏ ‏‏‏‏‏‏‏‏ ‏‏‏‏‏‏‏‏ ‏‏‏‏‏‏‏‏➤ Click API Integration Guide.

18. ➤ Click Messages.
    ➤ Click POST.
    ➤ Copy URL.

19. ➤ Click your Console.
    ➤ Copy ACCOUNT SID.

‏‏‏‏‏‏‏‏ ‏‏‏‏‏‏‏‏ ‏‏‏‏‏‏‏‏ ‏‏‏‏‏‏‏‏ ‏‏‏‏‏‏‏‏➤ Copy AUTH TOKEN.

2. Tegsoft Integration and Activation

After the Twilio messaging service setup, integration parameters shall be set in Tegsoft software.
Follow the steps below in Tegsoft software to set integration parameters.

Step 1 – Click CC Management tab.
Step 2 – Click Contact Center Settings tab.
Step 3 – Click plus icon (+) to add new integration parameters.
Step 4 – Set parameters.
Step 5 – Click the Save button.

The parameters in Step 4 are described in the table below.

After all parameters are configured, web chat skill shall be created using the related number.
• For detailed information about creating a web chat skill, please review Web Chat Skills (Queues) article.
• For detailed information about Text Routing rules when creating a chat skill, please review Text Routing Definitions article.