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Overview

WhatsApp integration enables system users to connect their business phone numbers to WhatsApp via Meta, allowing AI agents to send and receive messages seamlessly. By configuring a WhatsApp sender, businesses can automate customer interactions, manage templates for predefined messages, and assign numbers to AI agents for efficient communication.

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Setting Up WhatsApp

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1. Navigate to WhatsApp Settings

  • On the General Sidebar, click WhatsApp.
  • In the dropdown, you’ll find Senders and Templates.
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2. Understanding WhatsApp Configuration

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Senders

To configure your business number for WhatsApp, you need to:
  1. Connect your business number to Meta.
  2. Pass the required verification steps.
  3. Once configured, the agent can send and receive WhatsApp messages.
Note: Ensure your Facebook Business Account is verified before proceeding.

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Sender Configuration

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Steps to Connect a WhatsApp Business Number:

  1. Navigate to the Sender page.
  2. Click Connect New Account.
  3. Enter your business phone number in the Phone Number input field.
  4. Click Connect to Facebook for Meta verification.
  5. Follow the prompts to authenticate your Facebook account.
  6. Enter the token provided by Meta.
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Viewing Connected Numbers

Your connected numbers will appear in a table with the following details:
Phone NumberDisplay NameStatusMessaging LimitActions
  • Phone Number: The registered number.
  • Display Name: Name associated with the number.
  • Status: Indicates if the number is active or pending verification.
  • Messaging Limit: Displays the message sending limit.
  • Actions: Allows you to edit the account details.

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Actions:

Clicking the Action button allows you to update business details:
  • Business Display Name
  • Phone Number
  • Business Website (e.g., https://www.yourcompany.com)
  • Business Email (e.g., support@yourcompany.com)
  • Business Address
  • Description
After making updates, click Save to apply the changes. Hero Light

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Creating a WhatsApp Template

Before creating a WhatsApp template, your phone number must first be approved by Meta.

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Creating a Template

Creating a template has two methods:
  1. Using a Preloaded Template
  2. Creating from Scratch

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1. Creating from a Preloaded Template

Select from preloaded templates and modify them to suit your needs. Hero Light

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2. Creating a New Template

After selecting a preloaded template or starting from scratch, you need to enter the required template details:

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Inputting Template Details

  • Template Name – A unique name for your template.
  • Category – Choose the category (e.g., Utility, Marketing, Transactional).
  • Language – Select the language for the template.
  • Template Content – Choose the content type:
    • Text
    • Image
    • Document
    • URL
    • Quick Replies
    • Phone
  • Body – Enter the main message text for the selected language.
  • Variables – Define placeholders that allow dynamic content insertion when sending messages. Variables help personalize messages by dynamically replacing specific sections with real-time data, such as customer names, order details, or appointment times. For more details on setting up variables, check the Variables Guide.
  • Message Preview – A real-time preview of how the message will appear on WhatsApp.
At the top, you can choose to Submit for Approval or Save as Draft. Hero Light

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Submitting Templates

  • Choose Submit for Approval or Save as Draft.
  • Approved templates are typically ready within 1 minute.

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Assigning WhatsApp Numbers to Agents

Follow these steps to assign a number to an agent. Hero Light

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Testing WhatsApp Agents

Test your WhatsApp agent to verify the setup. Hero Light