STRAX Reach · Messaging apps
WhatsApp through your Twilio account
If your company already buys messaging through Twilio, this package connects your Twilio WhatsApp sender to Reach so your team answers from one place.
- Twilio WhatsApp sender
- Content API templates
- Twilio request signatures
Twilio carries the messages, Reach keeps the conversation
Twilio posts each incoming WhatsApp message to Reach, signed with your account's auth token over the exact webhook address. Reach checks that signature, finds the client by phone number and files the message in their conversation.
Outbound messages leave through the Twilio Messages API from your approved sender. Templates are the ones you build in Twilio's Content Template Builder, referenced by their content id with the variables filled in by your systems.
Numbers are stored as digits, so a client who first texted you by SMS and later writes on WhatsApp through the same Twilio account lands on one record. Agents see both threads together and reply on the channel the client used last.
Where it helps
Top-up receipts
Send a receipt when a prepaid top-up clears, with the voucher or account number the client will ask for next.
Payment reminders
Remind a client before a debit runs, using an approved template so the reminder arrives even when they have not written in weeks.
Balance questions
Clients ask about a balance on WhatsApp and the answer comes from your systems, filed on the same record your call centre uses.
What you need
-
A Twilio WhatsApp sender
An approved WhatsApp sender on your Twilio account, or the Twilio sandbox for testing.
-
Your Twilio keys
The account SID and auth token, kept in the STRAX credential vault and never in the package.
-
A public HTTPS address
Twilio signs the full webhook address, so it must match exactly what you configure in the Twilio console.
-
Reach Core
This channel builds on Reach Core, which holds contacts, conversations and the agent console.
Good to know
Free-form WhatsApp text only reaches a client within 24 hours of their last message. After that Twilio returns error 63016 and you need an approved Content API template.
Questions
Why choose this over the Meta Cloud API package?
Pick it when Twilio already handles your SMS and billing. The client experience is the same WhatsApp chat, and your Twilio console keeps the delivery logs you are used to.
Can we test before the sender is approved?
Yes, join the Twilio WhatsApp sandbox, point its incoming-message webhook at Reach and use the sandbox number as the sender.
What is still missing?
Media messages, documents and Twilio delivery status callbacks are next on the list; the package records text and template messages today.
Does this replace our Twilio console?
Twilio remains where you manage senders, templates and billing. Reach is where your team reads and answers the conversations those senders carry.
Read more
-
The whole Reach family →
Reach Core and every channel package, with what each one needs.
Add WhatsApp via Twilio to Reach
Tell us which channels your clients use and we will plan the rollout with your team.
Premium Requires STRAX Reach - Core, which is licensed.
About this listing
| Version | 1.0.0 |
| Author | STRAX |
| Category | Communication |
| Published | 2026-09-24 |
What's inside
| Credential | 1 |
| Global variable | 1 |
| Workflow | 2 |
What happens on install
After the import, and only with your consent, the installer runs:
- Reach - Register Channel : Registers the WhatsApp via Twilio channel with Reach Core, disabled until its credentials are entered
Free listing
Install it from Feature Marketplace inside STRAX
It builds on STRAX Reach - Core, a premium package. Ask us for a quote to license it first.
Open Feature Marketplace
In your STRAX installation, open Feature Marketplace from the navigation.
Find "STRAX Reach - WhatsApp Twilio"
Search or browse to this listing and review the contents disclosure; every package shows what it contains before anything runs.
Install
Choose Install, or "Customise with AI" to adapt the package to your environment first. No licence is needed for free listings.
WhatsApp and Twilio are trademarks of their owners, named here only to identify the service this package connects to.
See it on your own systems.
A demo takes an hour, on your data landscape rather than ours.