WhatsApp Business Account Configuration
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Table of Contents
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
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4078039/JEQLvpue6QARDUFYVcwObDDEknBpWf2tT8zs5_h0ghbb8rvCjRcRi_EeaZdhKaLm9mx_NQwdKCih_1ePBE3KvBjjIgRqy20Fy6K0tGqlpswjfx2yEU5i8rEh-_Wq64yPHyPuRgJfTHxa3mAs204820240521-90-w13dzx20240521-54-okumvx20240522-101-9qz781.png)
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
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4074793/1716279552731-Screenshot%2B2024-05-21%2Bat%2B1.18.34_PM.png)
- Upon clicking on Generate New Token, a popup window will appear
- Select App
- Choose Token expiry
- Click Generate Token
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4070508/VYCliTjN_EIH1aH0njaGANhdIA0jFylvR95xBAyptuakZVT2qnFu1dPecDCkJt8WH3RLtUhnzGJeQbk0G7k8JoU6lsNQx-yhRiLgDo2UrhMrdG-tmHr_SSQbAkfGHyfGR69h69xo--ktt4Is204820240521-54-4jl86r.png)
- Copy and store the access token privately as it cannot be retrieved later on
- Click OK
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4070524/rilvesPWLVyuA-kNYZSRq6Q9GUinHYG_IG1tY9FQ7FULjkRx25HNg57If2YPYYqzWfDdIEsHKg8UeAMrz5qmVQmGCbDOjKV2h56xxoPjzpvD9UStvXO57M3OZTzZU3N0vfqsImncpjvcodcs204820240521-100-yo3f71.png)
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
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/direct/1725001922994/Screenshot%202024-08-30%20at%2012.11.47%E2%80%AFPM.png)
- After successful verification, the WhatsApp account will link to the portal
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/direct/1725002206015/Screenshot%202024-08-30%20at%2012.13.24%E2%80%AFPM.png)
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
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/direct/1725002239396/Screenshot%202024-08-30%20at%2011.58.42%E2%80%AFAM.png)
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
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4074810/1716279895411-Screenshot%2B2024-05-21%2Bat%2B1.23.30_PM.png)
- A pop up appears on the screen
- Input Callback URL (Webhook Endpoint)
- Input Verify token (Token)
- Click Verify and save
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4074821/1716279987886-Screenshot2B2024-05-212Bat2B120240521-54-ate3lu20240521-95-il034b.png)
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
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4077330/1716347632468-Screenshot%2B2024-05-22%2Bat%2B8.13.08_AM.png)
- 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
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4077338/1716348253954-Screenshot2B2024-05-222Bat2B820240522-77-67h6rt.png)
- Add Header (optional)
- Input text body
- Input Footer (optional)
- Click Submit
- Tick selected languages
- Click Confirm
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4077337/1716348505439-Screenshot2B2024-05-222Bat2B820240522-65-esm49z.png)
Template Status
- The template is created and pending for review.
- Users can check the status of the template.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4077381/1716352691308-Screenshot%2B2024-05-22%2Bat%2B9.37.39_AM.png)
- 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
Note:
- One inbox can only have one number
- The agent list only displays those users who have been assigned Contact Center + WhatsApp add-on license
Edit / Delete WhatsApp Inbox
Users can easily edit and delete an inbox after creation.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4353631/Screenshot%2B2024-09-04%2Bat%2B8.24.16_AM.png)
Create WhatsApp Channel
- Go to Phone System
- Select View - System
- Click Omnichannel - Channel
- Click Create
- Select type = WhatsApp
- Input the following
- WhatsApp number
- Name
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/direct/1725010581654/Screenshot%202024-08-30%20at%202.35.52%E2%80%AFPM.png)
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
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4349464/Screenshot%2B2024-09-02%2Bat%2B9.36.57_AM.png)
Note:
Please disable the settings inside WhatsApp app in order to use Omnichannel 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
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/direct/1725252505191/Screenshot%202024-09-02%20at%209.48.00%E2%80%AFAM.png)
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
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/direct/1725254019859/Screenshot%202024-09-02%20at%2010.13.24%E2%80%AFAM.png)
Note:
- Below is a sample flow created in Developer Hub
- This requires Developer Permission Group to access the page
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
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4349510/Screenshot%2B2024-09-02%2Bat%2B10.47.11_AM.png)
Public holiday
Configuration options similar to Non-Working Hours:
- Single Inbox
- Multiple Inboxes
- Programmable Flow
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/direct/1725256405745/Screenshot%202024-09-02%20at%2010.53.07%E2%80%AFAM.png)
WhatsApp Channel Placement
Once the WhatsApp number is connected to the channel, the channel name and number will appear on the General page.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4349512/Screenshot%2B2024-09-02%2Bat%2B10.54.53_AM.png)