In this Use Case, we're going to verify your WhatsApp business account with Facebook and integrate everything into Twilio. The goal is to establish a Twilio messaging service with an API endpoint which Nimbus can integrate into.

Link your WhatsApp Business Account in Twilio Console

 ✅ Your WhatsApp Business phone number in Twilio bust be linked with your Facebook Business account.

1. In the Twilio Console https://console.twilio.com/ go to Conversations > Manage Addresses.
2. Click New WhatsApp Sender.
   
3. Select a new or a existing phone number:
   1. Twilio Phone Number.
   2. My Own Phone number (☝must fulfill → Prerequisites listed on top of this page).
4. Link with Meta/WhatsApp Business account
   1. Log in with Facebook and link the accounts. Use your🧠 Facebook Business Manager ID (learn how).
   2. Select the phone number you want to register (must be able to receive voice/SMS for verification).
   3. Trigger the verification.
5. Verify ownership of the number:
   1. Choose between SMS or voice call for receiving a verification code.
   2. Enter the code in the Twilio console to prove ownership.

WhatsApp Business Profile Setup

✅The business profile will be visible to your customers in WhatsApp.

1. Set up your business profile:
   1. Business display name 
   2. Business description
   3. Logo/image
   4. Website and contact info
2. Submit your choice.
   ⮑ Twilio will submit your request to WhatsApp/Facebook for manual review.
   ☝From our experience, the business approval process can take a few hours or days, depending on your region.

Create New Conversation Service

1. Go to https://console.twilio.com/.
2. Go to Conversations > Manage Service > Create new Service.
3. Within “Base Configuration”:
   1. Add a friendly name (only needed for later identification).
   2. 🧠 Retrieve the Service SID for later in Nimbus.
4. Within “Webhooks”:
   1. Fill in the Post-Event URL as follows: 
      https://portal.<ClusterIdentifier>.luware.cloud/api/acs/chat-handler/tenants/<YourTenantID>/twilio-callbacks
       💡You can find out your ClusterIdentifier by logging into Nimbus User Portal and observing your browser URL.
       💡The Tenant ID you can see after logging into Nimbus Admin Portal and heading to the General Tenant Settings.
   2. Further down on Webhooks:
      1. Leave Post-webhooks all checked.
      2. Leave Pre-webhooks unchecked.

Twilio API Key 

1. Go to Account Management > Keys & Credentials.
2. Create a new API key: 
   1. (any friendly name)
   2. Region: United States - Default
   3. Key Type : Standard
3. 🧠 Retrieve the API Key SID & Secret for later in Nimbus.

Test Your Setup

✅ Once approved, the phone number will appear as a “Verified” WhatsApp sender in Twilio Console.

• You can now send and receive WhatsApp messages using Twilio’s API.
• All production messaging must use **pre-approved templates** for outbound communication outside the 24-hour customer window.

Integrate with Nimbus

✅ Now you establish a connection with the Twilio Messaging Service and a Nimbus Service.

Nimbus Provider Connector

1. Head to Nimbus Administration > Configuration > Provider Connectors.
2. Create a New Connector. Place it in a Organization Unit that ensures no crossover-usage between services.
3. Enter the API Key SID from Twilio. 
4. Save the Connector.

Nimbus Messaging Entry

1. Head to Nimbus Administration > Configuration > Messaging Entries.
2. Create a New Messaging Entry. Place it in a Organization Unit that ensures no crossover-usage between services.
3. Select the previously created Provider Connector.
4. Enter the Service SID from Twilio. 
5. Save the Messaging Entry.

Nimbus Tenant Settings

✅ You need to have Tenant Administrator rights to make changes in the Tenant Settings.

1. Go to Modalities Tenant Settings.
2. In the Instant Messaging section, enable Twilio and WhatsApp.
3. Save your settings.

Nimbus Service Settings

1. Within your Nimbus service, go to the Modalities Service Settings.
2. Ensure that Instant Messaging is enabled as modality.
3. Further down in section Instant Messaging, enable WhatsApp.
4. Select a valid Instant Messaging workflow.
5. Select your previously created Messaging Entry.
6. Save your settings.

Test Your Chat Integration

1. Via WhatsApp, send a chat message to your service.
2. Within Nimbus Portal, check in the service queue if the incoming chat is being distributed as a task.

Known Limitations