Connect your WhatsApp business with GAIFE’s intelligent agent to automate customer support, CRM workflows, and data-driven conversations using Twilio’s Conversations API.

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Overview

GAIFE integrates seamlessly with Twilio to provide an AI-powered WhatsApp agent that can:
  • Customer Support: Handle common inquiries, troubleshoot issues, and escalate complex cases
  • CRM Integration: Manage customer data, update records, and track interactions
  • Workflow Automation: Execute business processes and trigger actions based on conversation context
  • Data Intelligence: Answer questions about your business data and provide insights
  • General Assistance: Handle miscellaneous queries and provide helpful information

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Prerequisites

Before setting up GAIFE with Twilio, ensure you have:
  • A Twilio account with Conversations API enabled
  • A verified WhatsApp Business account connected to Twilio
  • GAIFE account with API access
  • Basic understanding of webhooks and API integration

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Required Twilio Credentials

To connect GAIFE with your Twilio account, you’ll need the following credentials:

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Account SID

Your Twilio Account SID - a unique identifier for your Twilio account. 
Example: ACxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

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Auth Token (Account Secret)

Your Twilio Auth Token - used to authenticate API requests. 
Example: your_auth_token_here

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Phone Number

Your Twilio phone number configured for WhatsApp messaging. 
Format: +1234567890

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Setup Instructions

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Step 1: Configure GAIFE Integration

  1. Log in to your GAIFE dashboard at https://beta.gaife.com for you organization.
  2. Navigate to Manage Apps → App Library → WhatsApp via Twilio
  3. Enter Integration name and Twilio Credentials:
    • Account SID: Your Twilio Account SID
    • Auth Token: Your Twilio Auth Token
    • Phone Number: Your WhatsApp-enabled Twilio number
  4. Click Connect to establish the integration

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Step 2: Configure Twilio Webhooks

To enable real-time conversation handling, you need to configure webhooks in your Twilio Console.

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Webhook Configuration

  1. Go to your Twilio Console
  2. Navigate to Conversations → Manage → Global webhooks
  3. Configure the webhook URLs:
Pre-Event URL: https://beta-api.gaife.com/api/twilio/webhook Method: HTTP POST

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Webhook Events Configuration

Configure the following webhook event for GAIFE integration:
Pre-webhooks (Event Interception)
GAIFE uses pre-webhooks to intercept and process messages in real-time: Messages
  • ✅ onMessageAdd - Fires when a new message is posted to a conversation
Note: GAIFE currently supports webhook filtering with only the onMessageAdd pre-webhook event. This allows GAIFE to intercept incoming messages, process them with AI, and respond appropriately before the message is fully committed to the conversation.

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Step 3: Test the Integration

  1. Send a test message to your WhatsApp number
  2. Verify that GAIFE receives and processes the message
  3. Check that responses are delivered correctly
  4. Monitor webhook logs for any errors

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Webhook Security

GAIFE validates all incoming webhooks using Twilio’s signature verification:

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Agent Capabilities

Once integrated, your GAIFE WhatsApp agent can:

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Customer Support

  • Answer frequently asked questions
  • Provide product information
  • Process returns and exchanges
  • Schedule appointments
  • Escalate to human agents when needed

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CRM Functions

  • Update customer profiles
  • Log interaction history
  • Set follow-up reminders
  • Segment customers based on behavior
  • Trigger marketing campaigns

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Workflow Automation

  • Process orders and payments
  • Send notifications and alerts
  • Generate reports and summaries
  • Integrate with third-party services
  • Execute custom business logic

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Data Intelligence

  • Query customer databases
  • Provide analytics and insights
  • Generate real-time reports
  • Answer data-specific questions
  • Create data visualizations

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Message Flow

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Error Handling

GAIFE automatically handles common errors:
  • Network timeouts: Automatic retry with exponential backoff
  • Rate limiting: Queue messages and respect Twilio rate limits
  • Authentication errors: Alert administrators and pause processing
  • Webhook failures: Log errors and attempt redelivery

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Monitoring and Analytics

Monitor your integration through the GAIFE dashboard:
  • Message volume: Track incoming and outgoing message counts
  • Response times: Monitor agent response latency
  • Success rates: View message delivery and processing success
  • Error logs: Review and troubleshoot integration issues
  • Usage analytics: Understand customer interaction patterns

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Best Practices

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Performance

  • Use webhook filtering to reduce unnecessary traffic
  • Implement proper error handling and retries
  • Monitor rate limits and usage quotas
  • Cache frequently accessed data

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Security

  • Always validate webhook signatures
  • Use HTTPS for all webhook endpoints
  • Rotate auth tokens regularly
  • Implement proper access controls

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User Experience

  • Set clear expectations about response times
  • Provide fallback options for complex queries
  • Implement graceful error messages
  • Offer human escalation when needed

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Troubleshooting

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Common Issues

Messages not being processed
  • Verify webhook URLs are correct and accessible
  • Check that required webhook events are enabled
  • Ensure GAIFE credentials are valid
Slow response times
  • Review webhook event filtering
  • Check for rate limiting issues
  • Optimize data queries and workflows
Authentication errors
  • Verify Account SID and Auth Token are correct
  • Ensure credentials haven’t expired
  • Check webhook signature validation