This integration allows tickets to be created in HaloCRM upon receiving a WhatsApp message. You can respond within HaloCRM and it will reply to your customer seamlessly on WhatsApp.
Please follow this guide from Twilio to set up your account before entering your details: WhatsApp Self Sign-up with the Twilio Console | Twilio
To set up WhatsApp for Business on your HaloCRM instance, you must first, enable the integration module by using the "+" sign on the module. This can be found by going to Configuration > Channels > Social Media > WhatsApp or if you are not using HaloCRM go to Configuration > Integrations > *Search for Twilio for Whatsapp Business* .
Or it may appear like this:
Once authorised, you can enable the creation of tickets from WhatsApp messages and select a ticket type to be created.
Then, you will need to modify your 'Reply' action in Halo to include the ability to reply via WhatsApp.
You can do this by pressing 'Action Configuration' as below:
Selecting the 'reply' action, and then head to the 'details' tab.
Scroll down to the following checkbox:
and ensure it is ticked.
Additionally, you can use the following checkbox found in the 'Defaults' tab.
Now, when you reply to a ticket, you will have the option to respond using WhatsApp.
As of v2.164
-You can now connect multiple Twilio WhatsApp Numbers. Existing configuration has been migrated.
– Read receipts will now show on outbound WhatsApp messages:
Undelivered:
Sent:
Read:
To configure read receipts, you should add the the same endpoint URL shown in config to the Status callback URL with a type of POST in your WhatsApp Sender configuration in Twilio.
– The specific time of delivery or when a message is read can be viewed in the action details:
– Added a Ticket Rule Criteria for which WhatsApp Connection a Ticket was created from.
– Fixed an issue with images sent by an end user not showing in Halo correctly.
