License Prerequisites 

• Base License: Phone System
• Add-on License: Contact Center + WhatsApp

User Roles

• Owner + Admin = Supervisor
  Supervisors must be assigned a Contact Center add-on license to access and set up Omni-channel WhatsApp.
   
• Member = Agent
  Agents must be assigned Contact Center + WhatsApp add-on license to handle Omni-channel WhatsApp transactions.

Configuration

Get WhatsApp Account ID

• Go to Meta Business
• Select All tools
• Select WhatsApp Manager
• Select the relevant business account

• Click on the 3-ellipsis icon
• Select Copy WhatsApp account ID and save for later use

Get Access Token

• Go to Meta Business
• Click on the hamburger menu and select All tools
• Select Business settings
• Click on System users

• Select a system user (OmniChannel)
• Click on Generate New Token

• Upon clicking on Generate New Token, a popup window will appear 
• Select App
• Choose Token expiry 
• Click Generate Token

• Copy and store the access token privately as it cannot be retrieved later on
• Click OK

Link WhatsApp Business Account to your Organization

To link WhatsApp business account to your organization, users need to login CPaaS portal. After that:

• Go to Phone System
• Select View - System
• Click on Omnichannel - General
• Click Add to add your WhatsApp Business Account ID

• A popup appears on the screen
• Input your WhatsApp Business Account ID
• Input Access Token
• Click Verify

• After successful verification, the WhatsApp account will link to the portal

Link One WABA to Multiple Organizations

Users can link one WhatsApp Business Account (WABA) to multiple organizations, enabling users to share WhatsApp numbers across several organizations. However, once a number is assigned to one organization, it cannot be used in any other organization.

Example:

• One WABA possesses Number 1 and Number 2. This WABA is linked to both Organization A and Organization B.
• Number 1 is assigned to an inbox in Organization A.
• When accessing Organization B, only Number 2 is available for use.

Link Organization to Meta Developer

• Go to Phone System
• Select View - System
• Click on Omnichannel - General
• Copy Webhook Endpoint and Token for later use

After copying the Webhook Endpoint and Token, please follow these steps:

• Go to Meta Developer
• Click My Apps
• Navigate to the Apps page
• Select the App

• Click WhatsApp
• Select Configuration
• Select Edit

• A pop up appears on the screen
• Input Callback URL (Webhook Endpoint) 
• Input Verify token (Token)
• Click Verify and save

Create Whatsapp Template

A WhatsApp Template is required for users in order to use the WhatsApp Back Function provided by WhatsApp Business. To create a WhatsApp template, please follow the steps shared below. 

• Go to WhatsApp Manager
• Select a business account
• Click on the 3 ellipsis ( ... ) icon and select Manage message templates

• Inside Message templates page, click Create Template

• Once you click on Create Template, a new page (New message template) will open
• Select Category
• Input Name
• Select Languages
• Click Continue

• Add Header (optional)
• Input text body
• Input Footer (optional)
• Click Submit
• Tick selected languages
• Click Confirm

Template Status

• The template is created and pending for review.
• Users can check the status of the template.

• Once the review is completed, the template will be ready for use.

Create WhatsApp Inbox

• Go to Phone System
• Select View - System
• Go to Omnichannel - Inbox
• Click Create
• Fill in Name
• Select type WhatsApp
• Choose Assignment mode
  • Auto
  • Manual
• Select Agents (Agents must have sufficient licenses)
• Click Create

Edit / Delete WhatsApp Inbox

• Users can view/edit Inbox Name for WhatsApp after creation: 
  • Overview 

• Users can easily edit and delete an inbox after creation.

Create WhatsApp Channel 

• Go to Phone System
• Select View - System
• Click Omnichannel - Channel
• Click Create
• Select type = WhatsApp
• Input the following
  • WhatsApp number
  • Name

Working Hours

Once you click on Create, a new window will open. This will be used to configure working hours. This section is divided into the following:

• Public holiday
• Custom holiday
• Working hours

Chat Flow

Users need to define the routing of the incoming chat to: 

• Single inbox
• Multiple inboxes
• Programmable flow

For different timings:

• Working hours
• Non-working hours
• Public holiday

Working hours > Single inbox

• Edit the auto response message
• Select an inbox
• A preview of the message is available on the right side 

Working hours > Multiple inboxes

• Edit the auto response message
• Set up the inboxes
• Button text is displayed on the customer's WhatsApp screen
• The inbox where the chat will be routed if selected
• A preview of the message is available on the right side

Working hours > Programmable flow

• Select a flow to determine how incoming chats will be routed
• The flow needs to be configured in advance inside Developer Hub

Non-working hours

• Chat routing = None (The incoming WhatsApp message is not routed to any inbox). 
• It will only show an auto response message set by the user. 
• The other flows are similar to the Working Hours configuration.
  • Single inbox
  • Multiple inboxes
  • Programmable flow

Public holiday

Configuration options similar to Non-Working Hours:

• Single Inbox
• Multiple Inboxes
• Programmable Flow

WhatsApp Channel Placement

Once the WhatsApp number is connected to the channel, the channel name and number will appear on the General page.