1. Why do we need to create our own Twilio account?
Twilio now requires organisations to own and manage their accounts directly for security, compliance, and WhatsApp verification. This ensures your institution has full visibility and ownership of the account and WhatsApp sender.
2. Is creating a Twilio account free?
Yes. The initial Twilio trial account is free to create. Purlos will later upgrade and configure the account as part of onboarding.
3. Why do you need administrator access to our account?
Administrator access allows our team to complete the technical setup on your behalf — including billing, messaging, compliance, and WhatsApp preparation — so onboarding is completed correctly and efficiently.
4. Will we be charged during the trial account setup?
No. Creating a trial account is free. Billing setup and upgrades are handled later by Purlos during onboarding.
5. Why do we need to verify our phone number with Twilio during trial account creation?
Phone number verification is a standard Twilio security requirement to confirm account ownership and prevent fraudulent account creation.
6. What happens after we invite your team as administrators?
Once access is provided, our team will:
Upgrade the account
Configure billing
Purchase and configure numbers
Set up messaging services
Prepare the account for WhatsApp onboarding
We’ll keep you updated throughout the process.
7. Why do we need to complete the WhatsApp onboarding ourselves?
WhatsApp onboarding requires verification directly through Meta (Facebook). Since the WhatsApp Business Account belongs to your organisation, certain steps must legally and securely be completed by you.
8. Do we need a Facebook or Meta account for WhatsApp onboarding?
Yes. Meta requires a verified Business Portfolio to create and manage your WhatsApp Business Account (WABA).
9. What if we already have an existing WhatsApp Business Account?
That’s fine. You can connect your existing account or create a new one during onboarding.
10. How long does the onboarding process usually take?
Timelines vary depending on how quickly setup steps and Meta verification are completed. In most cases, onboarding is finished within 5-7 business days once all required information is provided.
11. What information do we need before starting onboarding?
You’ll need:
Access to your organisation email
A phone number for verification
A Meta/Facebook Business account
Business details for WhatsApp verification
Having these ready helps speed up onboarding.
12. Can multiple colleges or departments use the same Twilio account?
Yes. We recommend keeping clear records of which phone numbers and WhatsApp senders are assigned to each college or department for easier management.
13. What happens if we do not complete the WhatsApp onboarding step?
Your account cannot go live for WhatsApp messaging until onboarding and verification are completed successfully through Meta.
14. Will your team manage the billing and technical setup for us?
Yes. Our team handles the Twilio configuration and setup to make onboarding as smooth as possible.
15. What does “go‑live” mean?
“Go‑live” means your account setup is fully complete, all checks have passed, and your WhatsApp messaging service is ready to start sending campaigns and communications.