Connect WhatsApp to Bitrix24 using Twilio in a few steps.

Connect WhatsApp

Go to the Contact Center in Bitrix24 and select WhatsApp.

• Click Connect.
• Enter the following details:
• Account SID
• Auth Token
• Account phone number

You can find these values in your Twilio console.

Pricing

Bitrix24 does not charge for WhatsApp integration.

Twilio charges for WhatsApp Session Messages (typically around $0.005 per message).
WhatsApp Business API pricing page

Additional costs may include:

• Renting a phone number in Twilio.
• Upgrading to a paid Twilio plan (minimum $20 balance)

Can I register my own phone number for WhatsApp on Twilio?

Important:

• You must rent or transfer a phone number in Twilio (some limitations apply).
• Twilio requires a paid plan for WhatsApp integration.
• Phone numbers from certain countries may not be available.

Set up Twilio

Before you start, create a Twilio account and verify it for WhatsApp. The verification process may take time, so complete it before renting a number.

• In Twilio, click Create New Project.
• Select SMS Chatbot.
• Open Settings > General.
• Copy your credentials from API Credentials > LIVE Credentials:
• Account SID
• Auth Token
• Go to Phone Numbers and choose a number (rented or transferred).
• If you are using a trial account, click Upgrade Project and add billing details.

Create a new account
Verify your account in Twilio and WhatsApp




Configure WhatsApp in Twilio

• Copy the webhook URL from WhatsApp settings in Bitrix24.
• In Twilio, go to WhatsApp > WhatsApp Enabled Senders.
• Select your number and click Configure.
• Paste the URL into the A Message Comes In field.
• Enable Use webhooks and paste the same URL into Webhook URL for incoming messages.
• Complete your business profile.

Final step

Enter your Account SID, Auth Token, and phone number in Bitrix24 and click Connect.

WhatsApp is now connected.





















How it works

A customer opens your website and clicks the WhatsApp option in the widget.

If WhatsApp is installed, it opens automatically and lets the customer send a message.

Messages appear in your Bitrix24 messenger.

If WhatsApp is not installed, the user must install it or use a mobile device.

Bitrix24 website widget




Important!
• WhatsApp integration is available on commercial plans only.
• You must reply to messages within 24 hours. After that, messages will not be delivered.


• Customer phone numbers are automatically added to CRM records.


• You can send and receive images, videos, and audio files.


• You can use your Twilio number in marketing campaigns.


• WhatsApp has restrictions that limit sending and receiving messages in the following countries and regions: Iran, North Korea, Cuba, Syria, Crimea (+7978), Donetsk, and Luhansk.


• Account verification is handled by Twilio and WhatsApp. Bitrix24 cannot speed up this process.