Akece allows you to manage WhatsApp conversations directly from your dashboard, offering different integration methods. This guide shows how to configure the WhatsApp channel using Twilio’s API — one of the available alternatives alongside the embedded signup via Cloud API (the recommended method).
Prerequisites
Before you begin, make sure you have:
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A Twilio account
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A valid phone number enabled for WhatsApp
You can integrate Twilio into Akece in two ways:
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Without a Messaging Service (direct setup)
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With a Messaging Service
Setup Without a Messaging Service
1. Access your Twilio account and create a new project
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Click Create New Account
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Fill in the required information
2. Retrieve your account credentials
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Copy the Account SID, Auth Token, and your Twilio phone number
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If you don’t have a number yet, add one in your Twilio dashboard
3. Create the WhatsApp inbox in Akece
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Go to Settings → Inboxes → Add Inbox
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Select the WhatsApp channel
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Choose Twilio as the provider
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Enter your Account SID, Auth Token, and phone number in the format:
whatsapp:+55xxxxxxxxx -
Add the agents who should have access to this inbox
4. Configure the webhook
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In Akece, go to the WhatsApp inbox and click Settings
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Copy the Webhook URL provided by Akece
Now in Twilio:
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Go to Phone Numbers → Active Numbers
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Paste the webhook URL in the Messaging webhook field
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Click Save
Setup With Messaging Service
1. Create a Messaging Service in Twilio
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Go to Messaging → Services → Create Messaging Service
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Complete the setup by following the steps on screen
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Copy the Message Service SID
2. Create the WhatsApp inbox in Akece
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During inbox creation, select Use Twilio Messaging Service
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Enter the Account SID, Auth Token, and Message Service ID
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Copy the Webhook URL from the WhatsApp inbox in Akece
3. Configure the webhook in Twilio
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Go to Phone Numbers → Manage → Active Numbers
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Paste the Akece webhook URL into the Messaging section
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Save the changes
Frequently Asked Questions
Does Akece support WhatsApp message templates via Twilio?
Currently, no. The Twilio integration does not support WhatsApp message templates (HSMs).
I use Twilio Studio. Should I do anything different?
Yes. Updating the webhook URL directly may affect your current flow. Instead:
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Identify the step in the flow where the handover to an agent occurs
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Add a "Make HTTP Request" block using the data provided by Akece
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Ensure your flow correctly handles customer responses after transferring to the support team
Need help configuring your WhatsApp channel with Twilio?
📩 [email protected] | 📱 @akece.ai