Twilio to WhatsApp help

Hey guys, just wondering if anyone knows what I need to do. I’ve connected my Twilio number to WhatsApp, and I’m able to receive messages. I also added the correct API and secret keys to link Twilio to Voiceflow, but for some reason, the bot isn’t responding to incoming messages. Any ideas why that might be?

DDaniel Hey guys, just wondering if anyone knows what I need to do. I’ve connected my Tw...

Tico | Voiceflow Assistant•8/6/25, 1:28 PM

Hey

Here’s what’s going on:

• Voiceflow’s native Twilio integration is designed for
– Voice calls (connect a phone number to your agent)
– Sending one-way SMS messages through the “Send SMS” action

• It does not currently listen for, or reply to, inbound SMS or WhatsApp messages that reach your Twilio number.
That’s why your WhatsApp texts arrive in Twilio but never reach your Voiceflow agent.

What you can do today

Voice calls: everything will work out-of-the-box once the number is assigned to the agent (see docs).

Outbound SMS: use the “Send SMS” integration step to push texts from the agent.

Inbound WhatsApp/SMS (work-around): forward Twilio webhooks to Voiceflow’s Dialog Management API or a custom Function so the message gets routed into the agent, then send the agent’s reply back via Twilio. This requires custom code because the channel isn’t yet native.

If you only need WhatsApp chat right now you’ll need to use the custom-webhook route (or a community app like Converso/FlowBridge that bridges WhatsApp to Voiceflow).

Docs: https://docs.voiceflow.com (see Phone integration & Twilio “Send SMS”).