Twilio WhatsApp channel
Connect a WhatsApp-enabled Twilio number and turn inbound messages into tracked tickets.
WhatsApp helpdesk channel
WhatsApp support in Helpefi Tickets with media and delivery visibility
Receive WhatsApp messages as tickets via Twilio, keep media as attachments, and reply from the same inbox agents already use.
Media attachments
Inbound images and files are stored on the ticket; outbound agent attachments are sent when Twilio supports them.
Delivery visibility
Failed WhatsApp or SMS sends surface as internal notes on the ticket timeline.
Frequently asked questions
- Do we need a Twilio account?
- Yes. Configure Twilio credentials under Settings → WhatsApp & SMS, then enable the WhatsApp channel.
- What about the WhatsApp 24-hour window?
- Free-form replies work inside the customer service window. Outside that window, use an approved Twilio WhatsApp template.
Add WhatsApp to your inbox
Start a free trial and connect Twilio from Settings → WhatsApp & SMS.
Start free trial