Over 140 billion messages are exchanged on WhatsApp daily, making it the world's most popular messaging app.If your company isn't using WhatsApp to communicate with customers, you're missing one of the most direct and effective messaging channels available. Twilio makes it easy to connect WhatsApp to your existing systems so you can reach people where they already are.This guide will show you what Twilio WhatsApp can do and how to use it to strengthen your customer experience. Whether you’re starting fresh or updating an older setup, you’ll find practical tips to get results quickly.
Think of the Twilio WhatsApp application programming interface (API) as the bridge between your business and your customers on WhatsApp. It lets you send and receive WhatsApp messages from inside your own systems, apps, or customer relationship management (CRM) platform.Instead of switching between tools, your team can manage conversations in one place. You can automate responses, send alerts, and even personalize messages based on customer data.The Twilio WhatsApp API lets you do the following:
As part of the programmable messaging API, Twilio gives your team access to features that help scale communication without building new tools from scratch.
More people are using messaging apps to connect with businesses. These apps make it easy to send messages, ask questions, and get fast responses. Among them, the WhatsApp Business platform stands out. It’s used in over 180 countries and supports dozens of languages. For many people, it’s the first app they check in the morning and the last one they use at night.Companies are turning to WhatsApp because it offers a simple and direct way to service customers. With the proper integration, they can improve customer service, send notifications, and even handle support requests without phone calls or emails.If you use Twilio’s API with WhatsApp, you can take advantage of easy CRM integration, automated responses, secure messages, and optimized communication.
Twilio WhatsApp gives your team a direct way to communicate with customers inside the messaging app they already use every day. It supports fast replies, automated updates, and secure conversations that customers trust.Each of the benefits below helps your business move faster and respond better.
Businesses can send outbound WhatsApp messages with a personalized touch across WhatsApp and any other channel with Twilio Flex. This way, customers receive direct replies, updates, and order details without delays across any channel, including WhatsApp.
Twilio Studio lets you create message flows using a visual editor. Automated updates can include:
Each flow can connect directly to your website, app, or CRM system.Once customers reply, incoming messages are logged in real time, keeping conversations on track and available for review by your team.
WhatsApp works in over 180 countries and often avoids the fees tied to traditional text messaging. Twilio helps you send messages from a verified WhatsApp business number to customers worldwide.There is no need to manage separate systems for different regions.
Support agents can use Twilio WhatsApp to guide purchases, handle product questions, or resolve common issues. Automated replies can help with routine inquiries, and live agents can jump in when needed.
WhatsApp messages sent through Twilio’s API are end-to-end encrypted, ensuring that only the sender and receiver can access the content. This prevents unauthorized access and keeps sensitive customer information safe.
Twilio’s API helps businesses fight fraud and verify users over multiple channels, including WhatsApp, SMS, voice, email, push notifications, and one-time passwords (OTPs).Customers receive verification codes quickly and confirm their identity within seconds, without delays. If needed, businesses can log these events to track verification attempts.
Twilio tracks delivery, open rates, reply times, and agent activity. If customers stop engaging with a specific message, your team can spot the trend and update the flow.Take note of trends, message timing, and customer engagement so your team can make smarter decisions.
You don’t have to figure out Twilio WhatsApp on your own. Whether you're starting from scratch or updating an outdated setup, Kaptea can help you launch faster and get better results.Kaptea handles the full integration. That includes setting up your WhatsApp Business account, linking Twilio, syncing conversations with your customer systems, and automating key touchpoints like order confirmations, appointment reminders, and status updates.Once the system is live, performance tracking helps uncover what’s working and where to improve. From delivery rates to response times, your team gets the insights needed to refine messaging and deliver faster support.Kaptea manages the technical details so your team doesn’t need a full-time developer to launch or maintain the integration.Don’t delay upgrading your Twilio WhatsApp setup. Book a call with a Kaptea expert today!
Twilio for WhatsApp is a messaging service that lets businesses send and receive WhatsApp messages through Twilio's platform. It connects WhatsApp to your apps, websites, or systems so you can manage conversations with customers in real time.
People use Twilio to automate messages, support customers, and reach users across channels like SMS, WhatsApp, and email. It helps teams scale messaging without losing the personal touch.
Twilio charges per message based on the type of message (user-initiated or business-initiated) and the destination country. There’s also a small Twilio fee per message.
You’ll need a WhatsApp Business account, a Twilio account, and a verified phone number. After that, you can use Twilio’s setup tools to register your number, connect your systems, and start sending messages. From there, you can connect everything through Twilio’s console or with help from a provider like Kaptea.