Working with Twilio Integration for WhatsApp

The topics in this section provide information on working with the Twilio integration in Anthology Reach for WhatsApp.

Note: See the following topics for the prerequisite configurations for Twilio integration:

WhatsApp messaging is a type of custom channel.

Consent for WhatsApp messaging, is managed through the contact point consent settings in Dynamics 365 Marketing, similar to how SMS consent is handled. Messages are sent only to contacts who have granted consent, following the configured Enforcement Model for each purpose defined in the compliance profile. This ensures communications respect privacy preferences, comply with regulations, and are tracked accurately for reporting and audit purposes.

  1. Navigate to the contact record in Anthology Reach.

  2. Select the Contact Overview tab, and in the Contact Preferences section, update the value of the WhatsApp field to Allow.

  3. Select the Save menu option.

For more information, see Manage consent for email, SMS (text), voice, and custom channel messages.

Note: For custom WhatsApp channel, Reach currently does not auto load the contact’s consent records in the Real-time Marketing Consent Center. The consent records for Custom channel (WhatsApp) must be manually created and managed.

  1. Navigate to the contact record in Anthology Reach.

  2. Select the Contact Overview tab.

  3. In the Timeline section, select the plus (+) icon and then the WhatsApp Message option.

  4. In the New WhatsApp Message page, specify the following details:

    1. In the Phone Number field, select a phone number from the drop-down list to which the WhatsApp message must be sent.

      Note

      • The phone numbers in the Phone Number field are populated based on the phone number fields configured in the Contact WhatsApp Recipient Field field in the Text Message Provider record configured for WhatsApp. For more information, see Configurations for Twilio Integration.

      • The phone numbers are listed in the order of the fields selected during the Twilio integration configuration. The first field selected appears at the top, followed by the other fields in the order they were configured:

    2. In the Message Sender field, search and select the Text Message Sender record created for Twilio.

    3. In the Message Template field, search and select the required Message Template record.

    4. In the Message field specify the required details.

  5. Save the record.

Note

  • When you send a message to a WhatsApp user/number, the message must use an approved template.

  • If a WhatsApp user or number sends you a message - whether it's a reply to one of your outbound messages or they initiate the conversation - you have a 24-hour window (often referred to as a "24-hour session") during which you can send messages to that user without using a template.”

Twilio Regulatory Guidelines for SMS

Twilio Regulatory Guidelines for Countries