Omni-Gateway & Channel Connectivity

Twilio SMS & WhatsApp Gateway

Power your WhatsApp and international SMS communications with our native Twilio bridge.

The Twilio Gateway integration connects your Twilio account directly to orbionagents. Deploy 24/7 AI agents across global SMS and WhatsApp, build visual multi-channel workflows with automated SMS fallback, and test rapidly using Twilio Sandbox before launching dedicated business phone numbers.

Official Channel IntegrationTwilio Powered

Twilio SMS & WhatsApp Gateway Channels Dashboard — Channels Console — Connect your Twilio SMS & WhatsApp Gateway to Orbionagents

Why use it?

Core Capabilities & Value

Purpose-built operational advantages engineered for high-throughput teams.

1

24/7 Autonomous AI Agent SMS & WhatsApp Replies

Global 24/7 AI Ingestion

Deploy intelligent AI agents that answer inbound SMS and WhatsApp inquiries 24/7, pulling accurate responses directly from your business knowledge base.

2

Multi-Channel Automation with SMS Fallback

Carrier Auto-Fallback

Deliver high-priority notifications, OTPs, and alerts via WhatsApp with automatic fallback to international SMS if data delivery fails.

3

Instant Developer Sandbox Testing

Zero-Wait Sandbox

Start developing and testing WhatsApp workflows immediately using the shared Twilio Sandbox without waiting for Meta business account verification.

4

Global International Carrier Coverage

180+ Countries Covered

Send and receive SMS messages across 180+ countries with tier-1 carrier redundancy, ultra-low latency, and reliable high-throughput delivery.

Mandatory PrerequisitesTwilio Gateway Policy

Twilio Connect Rules & Requirements

Review these essential credentials and webhook settings before activating your Twilio gateway.

4 Core Prerequisites

RULE 01

Core Credential

Twilio Account SID

Your Twilio Account SID is the unique string identifier for your Twilio account, found directly on the Twilio Console dashboard.

•Location: Twilio Console > Develop > Account Dashboard > Account Info > Account SID (starts with "AC...").

RULE 02

Secret Key

Twilio Auth Token

The secret API token used to securely authenticate inbound and outbound messages between Twilio and orbionagents.

•Location: Twilio Console > Account Info > Auth Token. Click "Show" or the copy icon. Never share this token publicly.

RULE 03

Sender Handle

Twilio Phone Number (WhatsApp / SMS)

An active Twilio phone number enabled for WhatsApp or SMS (or the Twilio Sandbox test number).

•For testing: Use the assigned Twilio Sandbox test phone number shown in your Twilio Console. For production: Purchase a dedicated number under Phone Numbers > Buy a number.

RULE 04

Required Action

Sandbox Webhook Configuration

Official orbionagents webhook endpoint URLs must be saved in your Twilio Sandbox settings to route incoming messages to your AI agent.

•In Twilio Console > Messaging > Try it out > Send a WhatsApp message > Sandbox settings: set "When a message comes in" to https://api.orbionagents.com/twilio/webhook and "Status callback URL" to https://api.orbionagents.com/twilio/status-callback.

Configuration & Guided Setup

Step-by-Step Twilio Onboarding Guide

Follow these video-verified steps to retrieve your credentials from Twilio and activate your SMS & WhatsApp gateway.

6 Video-Verified Steps

Channels Dashboard — Click "Connect >" on the Twilio Powered card.

STEP 011-Click Initiation

Channels Console & Initiate Twilio Connection

In your orbionagents dashboard, navigate to Channels & Integration. Locate the "Twilio (Twilio Powered)" card and click the "Connect >" button to launch the guided integration modal.

Key Actions on Screen:

Channels DashboardTwilio cardConnect > button

STEP 02Console Access

Connect Twilio Modal & Open Twilio Console

The "Connect Twilio (Step 1 of 2: Get Your Credentials)" modal opens with guided setup instructions. Click the "Open Twilio Console" button to navigate to console.twilio.com and log in.

Key Actions on Screen:

Step 1 of 2 modalOpen Twilio Console buttonI Have My Credentials button

Guided Credentials Modal — Click "Open Twilio Console" to access your Twilio dashboard.

Twilio Account Info — Copy your Account SID and Auth Token.

STEP 03Credential Retrieval

Twilio Console Dashboard — Copy Account SID & Auth Token

In the Twilio Console (Develop tab > Account Dashboard), scroll down to the "Account Info" section. Click the copy icon next to your Account SID (starts with "AC...") and Auth Token to copy them to your clipboard.

Key Actions on Screen:

Account Info cardAccount SID copy buttonAuth Token copy button

STEP 04Sender Number Selection

WhatsApp Sandbox Test Number vs Buying Dedicated Number

Navigate to Messaging > Try it out > Send a WhatsApp message. Twilio displays your assigned developer Sandbox test number along with your unique Sandbox join code. For testing, copy the displayed test number. For live production, navigate to Phone Numbers > Buy a number to purchase a permanent, brand-owned business number.

Key Actions on Screen:

Sandbox test numberJoin code bannerBuy a Number link

Try WhatsApp — View your assigned Sandbox test number and unique join code, or purchase a dedicated number.

Sandbox Settings — Configure official orbionagents webhook URLs and click "Save".

STEP 05Webhook Configuration

Set Official Webhook URLs in Sandbox Settings

In the Twilio Console, click the "Sandbox settings" tab under "Try WhatsApp". Set "When a message comes in" to https://api.orbionagents.com/twilio/webhook (Method: POST), and set "Status callback URL" to https://api.orbionagents.com/twilio/status-callback (Method: POST). Click "Save".

Key Actions on Screen:

When a message comes in URLStatus callback URLSave button

STEP 061-Click Activation

Enter Credentials & Complete Connection in Channels

Return to the orbionagents Channels modal and click "I Have My Credentials >" to proceed to Step 2 of 2. Paste your Twilio Account SID, Twilio Auth Token, and Twilio Phone Number, then click the red "Connect >" button.

Key Actions on Screen:

TWILIO ACCOUNT SID fieldTWILIO AUTH TOKEN fieldTWILIO PHONE NUMBER fieldConnect > button

Enter Credentials — Paste Account SID, Auth Token, Phone Number, and click "Connect >".

Live Verification & State AuditStatus: Active

Twilio SMS & WhatsApp Gateway Active Channel Status — Verified active status in Channels Console for Twilio SMS & WhatsApp Gateway.

Result & Verification

Active Integration & Expected Outcome

What to verify in your console after completing setup.

Active Features & Capabilities:Your Twilio SMS & WhatsApp Gateway is connected and active. Inbound messages from your Twilio number route directly into the Omni-Channel Inbox, and your 24/7 AI agents and visual automation workflows respond instantly.

Verification Checklist:

Connection confirmation modal displays "Twilio Connected Successfully".

Channels dashboard displays a verified status for the Twilio gateway.

AI Agent replies conversationally to incoming SMS and WhatsApp inquiries 24/7.

Automated workflows and status callbacks update delivery states in real time.

FAQ & Troubleshooting

Feature Troubleshooting & Common Questions

Clear answers and solutions to common questions when connecting and managing Twilio SMS & WhatsApp Gateway.

Why am I not receiving messages when testing with the Twilio WhatsApp Sandbox?

Answer: With Twilio Sandbox, you must first opt in from your personal WhatsApp. Send the unique join code displayed on your Twilio screen (e.g., 'join <sandbox-keyword>') from your phone to your assigned Sandbox test number. Once Twilio confirms the opt-in reply, your messages will route directly to orbionagents.

What is the difference between the Twilio Sandbox and a Dedicated Twilio Number?

Answer: The Sandbox is a shared test environment for rapid prototyping and requires an opt-in join keyword. A dedicated purchased number (Phone Numbers > Buy a number) is exclusive to your business, has no join code requirement, and can be registered for your official business profile.

Where can I find my Twilio Auth Token if it is masked or hidden?

Answer: In the Twilio Console (Develop > Account Dashboard > Account Info), click the 'Show' link next to Auth Token. Copy the token carefully. You can also generate an API Key under Account Settings if preferred.

Can I manage both Twilio SMS and WhatsApp in the same Omni-Channel Inbox?

Answer: Yes! orbionagents unifies all incoming SMS and WhatsApp conversations into one central inbox with channel tags, customer contact profiles, message history, and automated AI assistance.

Why are inbound messages not reaching my orbionagents platform?

Answer: Ensure you configured the webhook URLs under Sandbox settings: 'When a message comes in' must be set to 'https://api.orbionagents.com/twilio/webhook' with Method set to 'POST', and click 'Save' in the Twilio Console.