This post outlines how to send WhatsApp messages via the Twilio app using Zapier. Twilio's Zapier integration has a Send WhatsApp Message action, so no API coding or workarounds are needed.
Prerequisites
- A WhatsApp-enabled sender configured in Twilio. This means connecting a WhatsApp Business phone number to Twilio via Facebook Business Manager. See Twilio's guide on how to register WhatsApp senders for details.
Step-by-step guide
- Set your trigger. Create a new Zap and choose whatever trigger makes sense for your workflow, for example New Entry (Typeform), New Contact (HubSpot), or New Spreadsheet Row (Google Sheets). This is the event that will kick off the WhatsApp message.
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Add the Twilio action. Click the plus icon to add a new action step, then search for and select the Twilio app.
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Select the action event. Choose Send WhatsApp Message from the Action event dropdown menu.
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Connect your Twilio account. Select an existing Twilio connection or add a new one using your Account SID and Auth Token from Twilio, then click Continue.
- Configure the From Number field. Enter your Twilio WhatsApp-enabled sender number in E.164 format (for example, +14155238886). This must be the WhatsApp Business number registered in Twilio via Facebook Business Manager.
- Configure the To_number field. Map the recipient's phone number from your trigger data in the same E.164 format. Make sure the number includes the country code with no spaces or dashes.
- Write your message. Enter the message body in the Message field. You can include dynamic data mapped from earlier steps, such as the lead's first name or a personalized offer. An optional Media_url field is also available if you want to include an image or file.
- Test and turn on your Zap. Click Test step to send a test message and confirm it arrives. Once confirmed, turn the Zap on.
Notes and limitations
- Twilio has a strict messaging policy which prohibits messages containing references to alcohol, illegal drugs, cannabis/cbd, firearms, gambling, prescription medication, tobacco or adult content.
- Twilio API rate limits apply. High-volume workflows may encounter 429 errors during peak usage. See Twilio's rate limit guidance for details.
FAQs
Q: Do I need to use WhatsApp message templates?
A: It depends on the context. If you're sending outbound messages to contacts who haven't messaged your number in the past 24 hours, WhatsApp requires pre-approved message templates. Templates must be created and approved in Facebook Business Manager before you can use them. For follow-up messages within a 24-hour conversation window, free-form text is allowed.
Q: What format does the phone number need to be in?
A: Phone numbers in the From Number and To_number fields must be in E.164 format, beginning with a + and the country code with no spaces or dashes (for example, +14155238886).
Q: Can I use Zapier's WhatsApp Notifications app instead of Twilio?
A: No, the WhatsApp Notifications app only sends messages to yourself and cannot send to other phone numbers, but the WhatsApp Business app supports outbound messaging via the WhatsApp Business API. Check out the other Phone & SMS apps on Zapier for more options.
