Agents can chat on WhatsApp through Twilio. Each agent uses its own Twilio account and WhatsApp sender; messages are billed by Twilio to that account.
What you need from Twilio
Section titled “What you need from Twilio”- Account SID and Auth Token (Twilio Console).
- A WhatsApp sender:
- Sandbox for testing — Twilio’s shared number; people first send
join <keyword>to opt in. - Production sender — your own number registered with Meta through Twilio (display-name approval usually takes 24–48 hours).
- Sandbox for testing — Twilio’s shared number; people first send
- For inbound images, documents and voice notes: HTTP Basic Authentication for media enabled in Twilio (the default on accounts created since mid-2023).
Connect it to the agent
Section titled “Connect it to the agent”- Open the agent’s Sharing tab and click Configure on the WhatsApp row.
- Enter the Account SID, Auth Token and sender number (E.164, e.g.
+14155001234). ExoHuman validates them with Twilio. - Copy the webhook URL shown in the dialog into the sender’s incoming message setting in the Twilio Console.
Inbound webhooks are verified with Twilio’s signature. Your instance’s public URL is already configured.
Identity and access
Section titled “Identity and access”People can send /login to verify their email with a one-time code, so restricted agents can recognise people they are shared with. Files the agent shares over WhatsApp are addressed to that phone number.
Limits
Section titled “Limits”WhatsApp’s own rules apply: outside the 24-hour customer-service window, businesses can only send approved template messages. Use proactive messaging within those rules.