Knowledge Base

Topics
What Pipedrive plan offers the WhatsApp by Twilio integration?
Does the WhatsApp integration offer audio or video calling?
How can I update my logo and business profile for my WhatsApp account?
Can I start a conversation via WhatsApp through Pipedrive's messaging inbox?
Can I broadcast messages via the messaging section?
Which visibility settings are available for the messaging inbox and Messenger integration?
What are the integration requirements?
Who can uninstall the integration?
Who can change WhatsApp's visibility settings?
Can I integrate my private WhatsApp with Twilio?
I have submitted a template on Twilio and it was rejected. Why?
Can I edit or delete my WhatsApp message templates?

WhatsApp by Twilio integration FAQ

SR
Steven Reinartz, July 25, 2022

What Pipedrive plan offers the WhatsApp by Twilio integration?

The integration is available across all plans for no extra charge. Please note that both WhatsApp and Twilio may charge additional fees. Read more about Twilio's pricing here and WhatsApp Business pricing here.


Does the WhatsApp integration offer audio or video calling?

No, the integration currently doesn't support audio and video calling.


How can I update my logo and business profile for my WhatsApp account?

When you submit a Twilio phone number to be enabled for WhatsApp, you must provide a display name to appear on your in-app profile for WhatsApp users. It's also recommended to provide additional information, such as your business address and a link to your logo.

If you don't initially submit this information or need to change something, you can update your profile information via the Twilio Console. To update your profile info for a WhatsApp sender, visit the WhatsApp Senders page in the Twilio Console and click on the sender you wish to edit.


Can I start a conversation via WhatsApp through Pipedrive's messaging inbox?

Like most other messaging apps, a WhatsApp business account requires contacts to send the first message to initiate conversations with businesses. Luckily, WhatsApp provides many options for how the users can contact your business. Learn more on this page.


Can I broadcast messages via the messaging section?

No, Pipedrive's messaging inbox doesn't support broadcasting.


Which visibility settings are available for the messaging inbox and Messenger integration?

The integration offers two visibility settings: private and shared.

Private: Private visibility mode means only this user can:

  • See conversations in messaging inbox
  • Receive new messages and send replies
  • Link conversation to contacts, leads, or deals

Note that conversation details that are automatically synced and stored to the related contacts, leads, or deals may be visible to other users based on their permissions.

Shared: Shared visibility mode means any user can:

  • See conversations in messaging inbox
  • Receive new messages and send replies
  • Link conversations to contacts, leads, or deals

All conversation details that are automatically synced and stored to the related contacts, leads, or deals may be visible to other users based on their permissions.


What are the integration requirements?

To enable the WhatsApp by Twilio integration, you must own a paid Twilio account and enter your approved business WhatsApp number. At a point during the installation, you will be asked for your Twilio account SID and access token. Watch this video on how to obtain them.

Note: You must also be a Pipedrive company admin in order to install the messaging inbox app extension.

Who can uninstall the integration?

A company admin (app owner) is the only person who can uninstall the messenger app from the messaging inbox settings page.


Who can change WhatsApp's visibility settings?

Only the app owner, the user who initially installed the app, can change the integration's visibility settings.


Can I integrate my private WhatsApp with Twilio?

No. According to WhatsApp's rules and our Pipedrive's API, you can only integrate WhatsApp business accounts created via official business providers (like Twilio).


I have submitted a template on Twilio and it was rejected. Why?

WhatsApp provides a number of reasons for rejecting a template. Learn more here.


Can I edit or delete my WhatsApp message templates?

You can't currently make changes to a template after its submission. Instead, we recommend that you submit a new template request with the desired changes. You can find more information about that process on this page.

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