If customers write to you in WhatsApp while your team works in Telegram, a split appears very quickly: some conversations stay in WhatsApp, some discussions happen in Telegram, and team members start replying from personal accounts. As a result, messages get lost, context falls apart, and control over communication becomes weaker.
A more practical option is to make Telegram the single working interface and keep WhatsApp as the customer-facing channel. That is exactly what the GramDeskBot + Twilio setup gives you: the customer writes in WhatsApp, the message appears in Telegram, the manager replies in Telegram, and the reply is sent back to WhatsApp.
If you want the business workflow rather than only the technical setup, see the WhatsApp support in Telegram use case. For stores, the same setup can also handle order, delivery and return questions.
How the WhatsApp and Telegram flow works
After setup, the flow looks like this:
| Step | What happens | Where it happens |
|---|---|---|
| 1 | The customer sends a message | |
| 2 | Twilio receives the event and forwards it to GramDeskBot | Twilio webhook |
| 3 | The message appears in a separate team conversation | Telegram |
| 4 | The manager replies in the thread or chat | Telegram |
| 5 | The reply is sent back to the customer | WhatsApp via Twilio |
As a result, Telegram becomes the single inbox for the team, while WhatsApp remains the external customer communication channel.
What you need before you start
Before you begin, make sure you already have:
- a Telegram bot connected to GramDeskBot
- access to the management bot
@GramDeskBot - an account in Twilio
- a configured WhatsApp sender in Twilio
If your Telegram bot is not connected yet, first complete the basic GramDeskBot setup and only then add WhatsApp via Twilio.
Need a bot for Telegram support?
First connect your Telegram bot to GramDeskBot, then add WhatsApp as an additional inbound channel.
Step-by-step setup in Telegram and Twilio
Step 1. Open the management bot and the bot list
In Telegram, open:
@GramDeskBotThen tap:
🤖 My botsand choose the bot you need.
Step 2. Open the WhatsApp via Twilio section
On the bot card, open:
📲 WhatsApp via TwilioIf the integration has not been set up yet, you will see the button:
Connect Twilio WhatsAppStep 3. Start the connection flow
After that, the bot will ask for three parameters one by one.
Twilio Account SID
The bot will show the step:
Step 1 of 3 — Twilio Account SIDOpen this in Twilio:
Twilio Console → DashboardCopy the Account SID. It must start with AC.
Twilio Auth Token
On the second step, the bot will show:
Step 2 of 3 — Twilio Auth TokenThe Auth Token is located next to the Account SID in Twilio Console. It is a secret key and should not be shared outside the setup process.
WhatsApp sender number
On the third step, the bot will show:
Step 3 of 3 — WhatsApp sender numberEnter the number used in Twilio as the WhatsApp sender in international format:
+14155238886Important:
- enter the number only in the
+123...format - do not add the
whatsapp:prefix - do not use a personal number unless it is actually registered as a sender in Twilio
Step 4. Review the summary and confirm the settings
After entering the data, the bot will show a review screen before saving. There you will see:
- a masked
Account SID - the status for the
Auth Token - the WhatsApp number
If everything is correct, press:
ConfirmAfter that, the settings will be saved in GramDeskBot.
Step 5. Get the webhook URLs
After saving, the bot will show two URLs that you need to add to the WhatsApp sender settings in Twilio:
- the webhook for incoming messages
- the webhook for delivery statuses
In the bot interface, this is a separate Twilio webhook setup step after the credentials are saved.
Which webhook URLs to add in Twilio
In Twilio, use the following addresses:
When a message comes in
https://api.gramdeskbot.com/twilio/inboundMethod:
POSTStatus callback
https://api.gramdeskbot.com/twilio/statusMethod:
POSTThese webhooks are needed for two different tasks: the first one accepts incoming WhatsApp messages, and the second one updates delivery statuses for outgoing replies.
Where to configure this in Twilio
Open your WhatsApp sender in the Twilio panel and add both URLs to the corresponding webhook fields. Then save the sender settings.
| Field in Twilio | Value | Method |
|---|---|---|
| When a message comes in | https://api.gramdeskbot.com/twilio/inbound | POST |
| Status callback | https://api.gramdeskbot.com/twilio/status | POST |
How to verify that the integration works
After saving the webhooks in Twilio, verify the integration in two stages.
First, check inbound messages
Send a test message from WhatsApp to the sender number.
If everything is configured correctly:
- the message will appear in Telegram
- a separate dialog or topic will be created for the customer
- the webhook in the integration card will become verified
Then enable outbound replies
Even if inbound messages already arrive, replies from Telegram may still be disabled. In the integration card, check the field:
EnabledIf it shows no, press:
EnableThis is an important detail: before this step, Telegram may already accept inbound messages, but still not send replies back to WhatsApp.
Final two-way test
After enabling:
- send a message from WhatsApp and confirm that it arrives in Telegram
- reply from Telegram and confirm that the message goes back to WhatsApp
If both directions work, the integration is configured correctly.
What usually breaks
Most problems come down to one of these points:
- the wrong webhook URL was added in Twilio
- the webhook method is not
POST - the wrong
WhatsApp sender numberwas entered - the integration has not been enabled yet for outbound replies
- changes were not saved in Twilio after editing the sender
If the inbound message arrives in Telegram but the reply does not go back, first check the Enabled flag and the Enable button.
The 24-hour WhatsApp limitation
Even with a correct setup, WhatsApp has a standard limitation for normal replies.
If more than 24 hours have passed since the customer’s last message:
- a normal reply may no longer be sent
- a template message may be required to continue the conversation
This is not a GramDeskBot or Telegram limitation. It is a standard WhatsApp Business API rule when using Twilio.
FAQ about connecting WhatsApp to Telegram
Can I use this setup for a team and not just for one person?
Yes. That is the main point of the integration: customers keep writing in WhatsApp, while the team works in Telegram as a shared interface.
What should I do if the bot says the webhook is verified, but replies are still disabled?
Open the integration card and press Enable. In the product, this is a separate step after the inbound webhook is already working.
Can I use my personal WhatsApp number?
Only if that number is actually connected in Twilio as a sender. Otherwise, you need to use the number that is registered in Twilio for sending WhatsApp messages.
Why does the article use English field names like Account SID and Auth Token?
Because that is exactly how these fields are named in Twilio Console and in part of the integration UI. Translating them fully inside the article would make the real setup harder to match.
Conclusion
The WhatsApp and Telegram setup through Twilio allows you to keep WhatsApp as the customer-facing channel and make Telegram the single working interface for the team. It removes the gap between channels, reduces the risk of lost conversations, and gives you a proper shared inbox without a separate helpdesk system.
If you need this workflow, first connect your Telegram bot to GramDeskBot, then add WhatsApp via Twilio and verify both directions: inbound messages and outbound replies.