Channels and messaging
How to create a Twilio messaging service
Creating a Messaging Service in Twilio, entering the MetoCRM webhook URLs and attaching a WhatsApp sender.
Where to find it
TwilioMessagingServices
A Twilio Messaging Service groups your numbers under one logical service and decides where incoming messages are delivered. MetoCRM can only receive messages if the webhook URLs are entered on that service.
Skip this step and outbound messages will work while nothing inbound ever reaches MetoCRM — by far the most common half-finished setup.
Before you start
- At least one WhatsApp Sender or phone number must exist in your Twilio account.
Step by step
- How to Create Twilio Services How to Create Twilio Services: Access the Twilio account Click on the Messaging button in the left-hand menu. Then click on the Services button. Press the Create Messaging Service button at the top right. Enter the name of the service you want to create. In the Select what you want to use Messaging for section, click on the option Market my services . Click on the Add Senders button. When selecting the sender for the service, choose WhatsApp numbers . You'll then see your Official WhatsApp numbers displayed on the screen. Select the desired number for connection and click the Add WhatsApp Numbers button. In the subsequent steps, place the following links in the three empty boxes sequentially: https://app.metocrm.com/api/v1/crm/twilio/webhook https://app.metocrm.com/api/v1/crm/twilio/webhook-fallback https://app.metocrm.com/api/v1/crm/twilio/webhook-statuscallback
- Finally, click on the Save button. How to Connect the Created Service to a WhatsApp Number: Enter the Service section. In the WhatsApp senders section, within the service, click on edit sender for the added number and ensure that use a service has the correct service selected. Copy the SID number next to the created service. In the METO panel, go to the Twilio number section, click on edit for the connected number, and paste the copied SID number. Click on the Save button. Warning: After completing the steps, don't forget to test message reception and sending in the system.
Tips and common mistakes
- Careful Fill in all three webhook fields: incoming, fallback and status callback. Entering only the first means a message quietly disappears whenever Twilio hits a transient error.
- Tip After creating the service, remember to add the WhatsApp Sender to it — a service with no sender attached moves nothing.
Frequently asked questions
Where do I get the webhook URLs?
They are fixed and written out in the steps on this page. No clinic-specific value is generated; MetoCRM routes the incoming request to the right tenant by the number.
I have several numbers — do I need a service per number?
No. One messaging service can hold several senders. Separate services are useful only when you want to keep brands or branches apart.