Skip to main content

Messaging Providers

Settings โ†’ Communications โ†’ Messaging Providers is where you connect LeadHub to two-way messaging channels. Once configured, leads can be contacted directly from their detail view, and inbound messages from those channels arrive in Conversations.

Supported channels:

ChannelDirectionProvider
WhatsAppSend & ReceiveMeta Cloud API (WhatsApp Business)
SMSSend & ReceiveTwilio Programmable Messaging
TelegramSend & ReceiveTelegram Bot API
ViberSend & ReceiveViber Business Messages
Voice (Click-to-Call)Outbound + RecordingTwilio Programmable Voice

WhatsApp Business (Meta Cloud API)โ€‹

Prerequisitesโ€‹

  • A Meta Business Account at business.facebook.com
  • A WhatsApp Business Account with an approved phone number
  • The number must be registered on WhatsApp Cloud API (not the regular WhatsApp app)

Step 1 โ€” Create a Meta Appโ€‹

  1. Go to developers.facebook.com โ†’ My Apps โ†’ Create App.
  2. Select Business as the app type.
  3. Give it a name (e.g. LeadHub Integration) and click Create App.
  4. Under Add Products, find WhatsApp and click Set Up.

Step 2 โ€” Get Your Credentialsโ€‹

  1. In the WhatsApp product dashboard, go to API Setup.
  2. Note:
    • Phone Number ID (numeric, e.g. 106540352242922)
    • WhatsApp Business Account ID
  3. Go to System Users (in Business Settings) โ†’ create a system user โ†’ generate a Permanent Access Token with whatsapp_business_messaging permission.

Step 3 โ€” Configure in LeadHubโ€‹

  1. Go to Settings โ†’ Communications โ†’ Messaging Providers.

  2. Expand the WhatsApp Business section and fill in:

    FieldValue
    EnabledToggle on
    Permanent Access TokenFrom Step 2
    Phone Number IDFrom Step 2
    Display Phone NumberYour WhatsApp number (e.g. +1-415-555-0199)

  3. Click Save Settings.

  4. The Inbound Webhook URL appears after saving โ€” it looks like: https://yourdomain.com/api/messaging/whatsapp/webhook/TENANT_ID/TOKEN

Step 4 โ€” Register the Webhook in Metaโ€‹

  1. In the Meta App dashboard, go to WhatsApp โ†’ Configuration โ†’ Webhooks.
  2. Set the Callback URL to your Inbound Webhook URL from Step 3.
  3. Set the Verify Token to any string (e.g. leadhub_verify) โ€” you'll paste this in a confirmation step.
  4. Subscribe to the messages webhook field.

Test it: Send a message to your WhatsApp number from your phone. It should appear as a new Conversation in LeadHub.

SMS (Twilio Programmable Messaging)โ€‹

Step 1 โ€” Get Twilio Credentialsโ€‹

  1. Log in to console.twilio.com.
  2. From the Dashboard, copy your Account SID and Auth Token.
  3. Under Phone Numbers โ†’ Manage โ†’ Active numbers, note your Twilio number.

Step 2 โ€” Configure in LeadHubโ€‹

  1. Go to Settings โ†’ Communications โ†’ Messaging Providers.

  2. Expand SMS (Twilio) and fill in:

    FieldValue
    EnabledToggle on
    Account SIDAC... from Twilio dashboard
    Auth TokenFrom Twilio dashboard
    Sender NumberYour Twilio number in E.164 format (e.g. +14155550199)

  3. Click Save Settings.

  4. Copy the Inbound Webhook URL that appears after saving.

Step 3 โ€” Register the Webhook in Twilioโ€‹

  1. In Twilio, go to Phone Numbers โ†’ Manage โ†’ Active numbers โ†’ click your number.
  2. Under Messaging โ†’ A message comes in, set the webhook URL to your LeadHub Inbound Webhook URL.
  3. Set method to HTTP POST and save.

Trial accounts: Can only send SMS to verified numbers. Upgrade to a paid account for production use.

Telegramโ€‹

Step 1 โ€” Create a Telegram Botโ€‹

  1. Open Telegram and message @BotFather.
  2. Send /newbot and follow the prompts (name and username).
  3. BotFather gives you a Bot Token (format: 123456:ABCdef...).
  4. Also note the Bot Username (e.g. @your_leadhub_bot).

Step 2 โ€” Configure in LeadHubโ€‹

  1. Go to Settings โ†’ Communications โ†’ Messaging Providers.

  2. Expand Telegram and fill in:

    FieldValue
    EnabledToggle on
    Bot TokenFrom BotFather
    Bot Usernamee.g. @your_leadhub_bot

  3. Click Save Settings.

  4. Copy the Inbound Webhook URL that appears.

LeadHub automatically registers the webhook with Telegram using the Telegram Bot API โ€” you do not need to paste the URL into Telegram manually.

Viber Business Messagesโ€‹

โš ๏ธ Viber Business Messages requires an approved Viber service account (ISV/business account). Regular Viber personal accounts cannot send business messages.

Step 1 โ€” Get Your Viber Auth Tokenโ€‹

  1. Contact Viber's partner program and obtain your service account.
  2. Log in to the Viber Partner Portal and find your Auth Token.
  3. Note the Sender Name (your brand name, up to 28 characters).

Step 2 โ€” Configure in LeadHubโ€‹

  1. Go to Settings โ†’ Communications โ†’ Messaging Providers.

  2. Expand Viber and fill in:

    FieldValue
    EnabledToggle on
    Auth TokenFrom Viber Partner Portal
    Sender NameYour brand name

  3. Click Save Settings.

  4. Copy the Inbound Webhook URL and register it in your Viber service account dashboard.

Voice / Click-to-Call (Twilio Voice)โ€‹

Twilio Voice enables one-click calling directly from a lead's detail page. Calls are logged in Call History and can be recorded and automatically transcribed.

Prerequisite: SMS (Twilio) must be configured first โ€” Voice reuses the same Account SID and Auth Token.

Step 1 โ€” Configure in LeadHubโ€‹

  1. Go to Settings โ†’ Communications โ†’ Messaging Providers.

  2. Expand Voice (Twilio Voice) and fill in:

    FieldValue
    EnabledToggle on
    Voice Caller-ID NumberYour Twilio voice number in E.164 format (may differ from SMS number)
    Record callsToggle on to record both legs
    Auto-transcribe + AI summaryToggle on to generate a text transcript and summary (requires OpenAI API key in platform config)

  3. Click Save Settings.

  4. Three URLs appear โ€” TwiML URL, Status URL, and Recording URL. Copy all three.

Step 2 โ€” Register Webhooks in Twilioโ€‹

  1. In Twilio, go to your voice number โ†’ Voice section.
  2. Set A call comes in โ†’ Webhook โ†’ paste your TwiML URL.
  3. Set Call status changes โ†’ paste your Status URL.
  4. Under Recordings, set the webhook to your Recording URL.

Step 3 โ€” Make Your First Callโ€‹

  1. Open any lead in LeadHub.
  2. Click the phone icon next to the lead's phone number.
  3. The browser initiates a Twilio call โ€” your phone rings first, then LeadHub bridges to the lead's number.

Sending Test Messagesโ€‹

After saving any channel, click Send Test Message (top right of the page):

  1. Select the Channel (WhatsApp, SMS, Telegram, or Viber).
  2. Enter the Phone or Chat ID to send to (your own number for testing).
  3. Enter a test message body.
  4. Click Send โ€” a real message is delivered to that contact.

Use your own number or a test number. This sends a real message.

Troubleshootingโ€‹

ProblemSolution
"Save settings once to generate the inbound webhook URL"You haven't saved yet โ€” fill in credentials and click Save first
WhatsApp webhook verification failsEnsure the Verify Token in Meta matches what you used during setup
Telegram messages not arrivingLeadHub auto-registers the webhook โ€” check that the Bot Token is correct
SMS test failsConfirm the Auth Token is correct and your Twilio number is active
Voice calls not connectingEnsure TwiML and Status URLs are both registered in Twilio
Tokens appear masked (โ€ขโ€ขโ€ขโ€ขโ€ขโ€ขโ€ขโ€ขโ€ขโ€ขโ€ขโ€ข)This is intentional โ€” existing secrets are masked for security. Leave unchanged to keep the stored secret.