Connect WhatsApp via Twilio

You can receive and reply to your WhatsApp messages directly inside Madyis Hub using Twilio. It takes about 10 minutes. Follow the steps in order.

⚠️ The most important point: unlike some other channels, connecting WhatsApp through Twilio is not fully automatic. You must paste a URL (the "webhook") into Twilio, otherwise incoming messages will never reach Madyis Hub. That is step 3 below, and it is the #1 reason messages "don't show up".

Before you start

• A Twilio account with WhatsApp enabled (an approved WhatsApp number, or the "Sandbox" for testing).
• Your Twilio credentials: Account SID and Auth Token, shown on the Twilio Console home page.

Step 1 — Create the inbox in Madyis Hub

1. Go to Inboxes & channels → Add channel → WhatsApp, then choose Twilio.
2. Fill in:
   • the inbox name (e.g. "WhatsApp Support");
   • your WhatsApp number in international format (e.g. +15551234567, no spaces);
   • your Account SID and Auth Token.
3. Click Create channel.

Step 2 — Copy the callback URL

Right after creation, Madyis Hub shows a callback URL. You can also find it anytime in the inbox Configuration tab. It looks like:

https://madyishub.io/twilio/callback

Copy it. This is what tells Twilio where to deliver the messages your customers send you.

Step 3 — Paste the URL into Twilio (the step not to skip)

In the Twilio Console, open your WhatsApp sender configuration: Messaging → Senders → WhatsApp senders → your number. Find the "Messaging Endpoint Configuration" section and fill in:

• Webhook URL for incoming messages: paste the callback URL from step 2.
• Webhook method for incoming messages: HTTP Post.
• Status callback URL (optional): https://madyishub.io/twilio/delivery_status — to receive delivery receipts (sent / read).
• Messaging service: leave empty if you don't use one.

Click Save.

The "Profile about" field Twilio may ask for is simply the short description of your WhatsApp profile (cosmetic, free text, ~139 characters). For example: "Support — bookings and questions". It has no impact on message delivery.

Step 4 — Test

From a phone, send a WhatsApp message to your number. Within a few seconds it should appear as a new conversation in the inbox you just created.

Special case: the Twilio Sandbox

The Sandbox lets you test before you have an approved WhatsApp number:

• From your phone, join the Sandbox first: send join <your-code> to the Sandbox number shown by Twilio.
• Put the callback URL in the Sandbox settings, field "When a message comes in".
• In Madyis Hub, the inbox number must be the Sandbox number (often +14155238886), not your real number.

Still not working?

• Make sure the callback URL is exact and set to HTTP Post.
• Make sure the inbox number matches your Twilio number exactly (international +… format, no spaces).
• If you use a Twilio Messaging Service: put the callback URL in that service instead (Integration → Incoming Messages tab), then enter its Messaging Service SID when creating the inbox.
• Stuck on a step? Ask the assistant in the bottom-right corner of your dashboard.