Integrations

Twilio integration: calls from the panel

Connect your Twilio account with whapi.chat to make voice calls to your customers directly from leads.

What Twilio does in whapi.chat

The Twilio integration lets you call customers by voice without leaving the dashboard. Every call is logged in the lead timeline with automatic recording and mute/hold controls during the conversation.

Prerequisites

  • An active Twilio account.
  • At least one voice-enabled phone number on your Twilio account.
  • Your Account SID and Auth Token (available in the Twilio Dashboard).

Connect Twilio

  1. Go to Settings > Integrations in whapi.chat.
  2. Find Twilio and click Connect.
  3. Enter a name for the connection (for example, “My Twilio account”).
  4. Paste your Account SID and Auth Token.
  5. Click Connect and sync numbers.
  6. Confirm the status shows Active and your voice numbers appear.

Make an outbound call

  1. Open the lead or conversation from the inbox.
  2. Click Call in the CRM panel.
  3. Choose the Twilio number you want to call from (you can set one as default).
  4. Confirm with Call.

During the call you will see mute, hold, and hang up controls in the bottom bar.

History and recordings

Each call appears in the lead timeline with:

  • Status (in progress, completed, etc.).
  • Duration.
  • A player for the automatic recording stored in Twilio.

Your team keeps commercial context without switching tools.

Troubleshooting

  • If numbers do not appear, confirm they have voice capability enabled in Twilio.
  • If the connection fails, regenerate the Auth Token in Twilio and update credentials in whapi.chat.
  • Check the log under Integrations > Twilio > History for sync errors.