> ## Documentation Index
> Fetch the complete documentation index at: https://docs.apollospace.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp via Twilio

> Connect your Twilio account so Marcus can send WhatsApp messages at scale on your behalf.

A prospect replies to your WhatsApp at 9:47pm. By morning the message is already logged on their record, and the relationship owner has a notification waiting — nothing copy-pasted, no thread stranded on someone's personal phone. That is what this channel does once it's connected: [Marcus](/en/agents/marcus), Apollo Space's outbound specialist, sends at scale through *your own* Twilio account, and every reply flows back to the lead where the rest of your work already lives.

Setup is a one-time job — three credentials and one approved number. After that, sending happens in your organization's voice and inside Meta's rules, without anyone babysitting templates.

## Why Twilio

Apollo Space uses **Twilio** as its WhatsApp Business provider because it is the most stable and auditable option available: Meta approval, official templates, delivery status callbacks, and support for multiple numbers within the same organization.

The integration is **BYO key** (Bring Your Own Key) — you create and own the Twilio account. Apollo Space only **sends messages** through your account; the actual WhatsApp charges go directly to you.

## What you need to get started

<CardGroup cols={2}>
  <Card title="Twilio account" icon="user-tie">
    Sign up at [twilio.com](https://twilio.com). A pay-as-you-go plan is
    sufficient — no enterprise plan required.
  </Card>

  <Card title="Approved WhatsApp number" icon="phone">
    Approval is handled by Meta (Business). Twilio covers the end-to-end
    process — it typically takes 2 to 7 business days depending on your
    business type.
  </Card>

  <Card title="Messaging Service in Twilio" icon="paper-plane">
    Create a Messaging Service that groups together: your approved number,
    inbound webhook, status callback, and (optionally) pre-approved templates.
  </Card>

  <Card title="Credentials" icon="key">
    Account SID + Auth Token + Messaging Service SID — three strings
    you paste into Apollo Space (Settings → Integrations → WhatsApp).
  </Card>
</CardGroup>

## How sending works

When [Marcus](/en/agents/marcus) sends a message:

<Steps>
  <Step title="Apollo Space composes the call">
    The agent writes the message in your organization's voice, choosing an
    approved template (when outside the 24-hour window) or free-form text
    (when inside it).
  </Step>

  <Step title="Apollo Space calls Twilio">
    Via the Messaging Service SID — Twilio selects the sending number
    from your configured pool.
  </Step>

  <Step title="Twilio delivers via Meta">
    Twilio is the one that actually talks to the WhatsApp infrastructure.
    Apollo Space only receives the message ID and initial delivery status.
  </Step>

  <Step title="Inbound tracking (replies)">
    When someone replies, Twilio calls an Apollo Space webhook. The reply
    becomes activity on the lead and triggers a notification in the chat of
    the relationship owner. **Marcus does not reply on its own** — replies
    come from a human (or the [Digital Twin](/en/agents/digital-twins)
    configured for that contact).
  </Step>
</Steps>

## WhatsApp 24-hour window

Meta enforces a strict rule: once **the customer** sends you a message, a
**24-hour window** opens during which you can reply with **free-form text**.
Outside that window, any first message must use a **Meta-approved template**.

Marcus handles this automatically:

* Inside the window → free-form text, in your organization's voice
* Outside the window → uses the template best suited to the context,
  pre-registered in your Twilio Messaging Service

## Operating modes

<CardGroup cols={2}>
  <Card title="Self (default)" icon="user">
    You use your own number and your own Twilio account. **The entire bill is
    yours** (Twilio charges you directly). This is the recommended option for
    any serious team — full control, zero intermediary.
  </Card>

  <Card title="Shared (Apollo Space pool)" icon="users">
    In development. Will be an option for small teams to try the product
    without getting their own number approved. Reduced monthly quotas;
    suitable for initial exploration, not production use.
  </Card>
</CardGroup>

## Costs

| Where it lands                                                    | Who pays                                |
| ----------------------------------------------------------------- | --------------------------------------- |
| **Sent message** (Meta per-conversation pricing)                  | Your Twilio account                     |
| **Apollo Space platform usage** (orchestration, agents, tracking) | Your [Stars](/en/billing/stars) balance |

Meta's pricing varies by country and conversation category (marketing,
utility, authentication, service). Check the current Twilio pricing table.
Apollo Space never takes any portion of what you pay Twilio.

## Step-by-step setup

See [Set Up WhatsApp](/en/guides/set-up-whatsapp) for the complete guide
with screenshots and common error troubleshooting.

## Next steps

<CardGroup cols={2}>
  <Card title="Marcus — who uses this channel" icon="paper-plane" href="/en/agents/marcus">
    The outbound agent sends via WhatsApp when the channel is connected.
  </Card>

  <Card title="Step-by-step guide" icon="book" href="/en/guides/set-up-whatsapp">
    Full configuration details and troubleshooting.
  </Card>

  <Card title="Stars" icon="star" href="/en/billing/stars">
    How Apollo Space usage and Twilio usage split in your billing.
  </Card>
</CardGroup>