Connect your Twilio account to Naffes CRM for WhatsApp and SMS
WhatsApp and SMS in Naffes CRM run through a Twilio account your company owns. This guide walks through the three-step Twilio wizard, explains what each step really configures, and shows why finishing the wizard is not yet enough to send your first message.
Before you start
- Role: you need workspace-admin rights. Only admins can add, change or remove integration credentials.
- Twilio credentials: have the Account SID and Auth Token from your Twilio Console ready. If your numbers live in a subaccount, use that subaccount's credentials.
- An approved WhatsApp sender: sender approval happens in Twilio and Meta, outside Naffes. Naffes does not buy numbers or register senders for you.
- Know what you need: if you only use WhatsApp and SMS, you can skip the third step, which exists for browser calling.
Connect Twilio step by step
Open the Twilio settings
Go to Settings → Integrations → Channels → Twilio. You can also press Ctrl+K (Cmd+K on a Mac) and search for “VoIP & Phone”.
Step 1: Credentials
Paste the Account SID and Auth Token and click Save & Continue. When you edit later, leave the Auth Token empty to keep the saved one; secrets are never shown again after saving.
Step 2: Phone Number
Click Retrieve Numbers and pick a number from your account. This number places and receives browser calls. It is not the number WhatsApp messages go out from.
Step 3: Application (optional)
Click Create Application if you want to call from the browser; it needs a Twilio number with voice capability. If you only need WhatsApp and SMS, click Finish without it.
Register your messaging number
Open the WhatsApp Number tab in the same Channels section and register the number messages are sent from. Until you do, the setup looks complete but nothing leaves the workspace.
The most common mistake is finishing the wizard and waiting for messages. The Step 2 number is for calls only. WhatsApp and SMS send from a number registered on the WhatsApp Number tab.
What you get once connected
With credentials saved, the workspace can send and receive WhatsApp and SMS in the unified inbox and from a contact's record: WhatsApp through a Twilio WhatsApp Business sender, SMS through Twilio Programmable Messaging. Inbound Twilio webhooks are accepted only when they carry a valid Twilio signature for your account.
Credentials sit in your workspace's own isolated key space, stored secrets are encrypted at rest with AES-256, and secret values are never sent back to the browser. The screen only shows that a value is set and when. For calling from the browser, see calls and recording.
Troubleshooting
| What you see | Likely cause | Fix |
|---|---|---|
| Retrieve Numbers finds nothing although the credentials work | The number is in another subaccount, the WhatsApp sender is not attached to a Messaging Service, or it is the Sandbox number | Enter the right subaccount's credentials, or finish the sender setup in Twilio, then retrieve again |
| “Failed to load numbers” | The Account SID or Auth Token is wrong or was rotated in Twilio | Copy both values again from the Twilio Console and save |
| “Create app failed” | The chosen number has no voice capability, e.g. a WhatsApp-only sender | Click Finish without it if you do not need calling |
| Setup is complete but nothing sends | No number is registered for messaging | Register the number on the WhatsApp Number tab and make it the default |
Questions
Questions 3
Can I connect WhatsApp directly through the WhatsApp Cloud API instead of Twilio?
No. WhatsApp in Naffes runs only through a Twilio account. There is no embedded signup and no direct Cloud API connection.
Can any teammate change the Twilio credentials?
No. Adding, changing or removing credentials is limited to users with workspace-admin rights.
Can I buy a WhatsApp number inside Naffes?
No. Numbers are bought and approved in the Twilio Console, then registered in Naffes, as described in the guide to registering a WhatsApp number.