> For the complete documentation index, see [llms.txt](https://help.botpenguin.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.botpenguin.com/bots/website-mobile-app-bot/3rd-party-integrations/botpenguin-integrations/integrate-botpenguin-with-twilio.md).

# Integrate BotPenguin with Twilio

### Why use Twilio?

Integrate Twilio with your BotPenguin chatbot to enable seamless SMS and WhatsApp messaging. This allows your chatbot to reach users directly on their phones, improving engagement, outreach, and customer satisfaction. Whether you're sending order updates or automating lead follow-ups, Twilio ensures reliable delivery.

***

### Prerequisites

Before you begin, ensure the following:

* You have an active **Twilio account** with a verified phone number or WhatsApp Business number.
* You have access to your **Twilio Account SID** and **Auth Token**.
* Your BotPenguin chatbot is published and assigned to a valid channel.

***

### Steps to Integrate BotPenguin with Twilio:

#### Step 1: Going to Integration on BotPenguin

1. Sign into your BotPenguin account and choose the chatbot. Go to "Third Party Apps Integrations"

<figure><img src="/files/YuLj09tyyZbcIHcjzJAV" alt=""><figcaption></figcaption></figure>

2. Go to **Twilio integration** either by:
   * Searching for **Twilio** on the search bar available, or
   * Scrolling down to **Twilio** under the list of integrations

<figure><img src="/files/Rcm79xNokMKNXFP960tx" alt=""><figcaption></figcaption></figure>

3. Click on the connect button to make the connection.
4. Click on the connect button again on the integration screen, and we'll be at the integration.

<figure><img src="/files/LBpfy1lKNZofOkXQsGHh" alt=""><figcaption></figcaption></figure>

***

#### Step 2: Getting the Information from Twilio.

1. Go to [Twilio](https://www.twilio.com/en-us/messaging?cq_plac=\&cq_net=g\&cq_pos=\&cq_med=\&cq_plt=gp\&utm_source=google\&utm_medium=cpc\&utm_term=twilio\&utm_campaign=G_S_APAC_Brand_Brand_EN_NZ_All-175766865754\&gad_source=1\&gad_campaignid=22072023754\&gbraid=0AAAAADcHgwV1of7g1Pqst0ZvCIN5Hsnyv\&gclid=CjwKCAjw6NrBBhB6EiwAvnT_rtLC6d66Fiq2y1_9fZbcLTd11VNqi6fBUlJa7MoAbbUPceiWzGUf7xoCaEcQAvD_BwE) and sign into your account. Make an account if you don't have one.
2. You will land on your dashboard, as shown in the picture below.

<figure><img src="/files/okMaE5K6V48q6848emvR" alt=""><figcaption></figcaption></figure>

3. If you do not have a Twilio number, then the same will need to be created for us to proceed forward. For getting a Twilio number, simply click on the "Get a number" present on the screen, and Twilio will assign you a 10 digit number.
4. Now, scroll down to the bottom of the Dashboard, where you will find the "**Account SID**", "**Auth Token**", and your **Twilio Phone Number**.

<figure><img src="/files/Bu5CPMwoSEOHTfnC8TK4" alt=""><figcaption></figcaption></figure>

5. Copy and paste the same tokens in the BotPenguin Applciation.

<figure><img src="/files/avh2admSocwaxsIhwVCQ" alt=""><figcaption></figcaption></figure>

6. Next, click on Phone Number -> Manage -> TwiLM apps. Here, click on "**Create new TwiML App**".

<figure><img src="/files/K2lCydLk8P8KaX6wlS3c" alt=""><figcaption></figcaption></figure>

7. Fill the Name and Request URL which is under "Voice Configuration".
   1. Set the name as "BotPenguin".
   2. Copy the code in BotPenguin Twilio Integration Screen, and paste it in the Request URL box.

<figure><img src="/files/XDGpO5sNEyy9HIG365U3" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/xrojpnbHAm3deb5uC4Di" alt=""><figcaption></figcaption></figure>

8. This will create a new application.
9. Click on the application to see the **TwiLM App SID**. Copy the ID over to the botpenguin platform.

<figure><img src="/files/gDyyuWMicB9sMOe3bqt8" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/GdoU1DFjAQrmjimoJbYI" alt=""><figcaption></figcaption></figure>

10. Lastly, for the API Key and for the API Secret, click on the top right ""**Admin**" icon, and then click on "Account Management"

<figure><img src="/files/TXmzfB5tB9ifC3Eu36R5" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
You may be asked to verify your identity. Please do so.
{% endhint %}

11. Click on "API Keys & Tokens", and then click on "**Create API Key**".

<figure><img src="/files/3bVxOoogWWCLRl9Y5Lna" alt=""><figcaption></figcaption></figure>

12. Enter a name for the API Key, as demonstrated below, and then click on create.

<figure><img src="/files/aQmQKx7wZLYYei5ohm4C" alt=""><figcaption></figcaption></figure>

12. Note the secret keys that come up.

<figure><img src="/files/6y3Cdk6nxVXBduOrRglA" alt=""><figcaption></figcaption></figure>

{% hint style="warning" %}
Make sure to copy the keys as they will not appear again. Store them in a safe place
{% endhint %}

13. Copy the same in your BotPenguin Account.

<figure><img src="/files/P7LuDMoYD4SQREDXEx4B" alt=""><figcaption></figcaption></figure>

14. Click on update to update the integration.
15. For the final changes, go to Phone Number -> Active Numbers, and click on the same.

<figure><img src="/files/gGt9nPvnsMusBrsVl2cp" alt=""><figcaption></figcaption></figure>

16. Make sure both the "Voice Configuration", and scrolling down, the Messaging Configuration have the URL as copied from BotPenguin.

<figure><img src="/files/Zs5GIDcu1qIBmj2YZfXj" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/iGbFoOBmx6ai7uhfYRtc" alt=""><figcaption></figcaption></figure>

17. Click on "**Save Configuration**".

And you're done! You're now free to use the Twilio Integrations with your bots!

***

### Troubleshooting

<details>

<summary>Connection fails when clicking the Connect button</summary>

Ensure you are signed into the correct BotPenguin account and that your chatbot is published. Try refreshing the page and clicking **"Connect"** again.

</details>

<details>

<summary>Account SID or Auth Token is not being accepted</summary>

Double-check that you have copied the credentials from the correct Twilio account. Ensure there are no extra spaces before or after the values when pasting.

</details>

<details>

<summary>TwiML App SID is not working</summary>

Confirm the TwiML App was created with the correct Request URL copied from BotPenguin. Go to **Phone Numbers → Manage → TwiML Apps** in Twilio and verify the URL is correctly set.

</details>

<details>

<summary>API Key and Secret are not being accepted</summary>

API Secret is only shown once at the time of creation — if you did not copy it, you will need to create a new API Key. Go to **Admin → Account Management → API Keys & Tokens** and create a fresh key.

</details>

<details>

<summary>Voice or messaging is not working after setup</summary>

Go to **Phone Numbers → Active Numbers** in Twilio and confirm that both the Voice Configuration URL and Messaging Configuration URL match the URL provided by BotPenguin. Click **"Save Configuration"** after making any changes.

</details>

***

### FAQs

<details>

<summary>Does BotPenguin offer SMS services with Twilio?</summary>

No. BotPenguin only supports Twilio for Voice calling configuration. SMS via Twilio is not available through this integration.

</details>

<details>

<summary>Which bots can be integrated with Twilio?</summary>

Only **WhatsApp bots** can be integrated with Twilio on BotPenguin.

</details>

<details>

<summary>Where do I find my Twilio Account SID and Auth Token?</summary>

Log in to your Twilio account and go to the Dashboard. Scroll to the bottom of the page — you will find the **Account SID**, **Auth Token**, and your Twilio phone number in the **Account Info** section.

</details>

<details>

<summary>What is a TwiML App and why do I need it?</summary>

A TwiML App is a Twilio configuration that routes incoming calls or messages to a specified URL — in this case, BotPenguin's webhook URL. It is required to connect Twilio's voice functionality to your BotPenguin chatbot.

</details>

<details>

<summary>Can I use an existing Twilio phone number for this integration?</summary>

Yes. If you already have an active Twilio number, you can use it. Just ensure the Voice Configuration and Messaging Configuration URLs on that number are updated to the BotPenguin webhook URL.

</details>

<details>

<summary>I lost my API Secret — what should I do?</summary>

The API Secret is only displayed once at the time of key creation. If you did not save it, go to **Admin → Account Management → API Keys & Tokens** in Twilio, delete the old key, and create a new one.

</details>

***

If everything is correct and you are still unable to move forward, write to us at <support@botpenguin.com>. We will respond back within 48 business hours.


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