With 1.5 billion users globally, WhatsApp is the most popular messaging app in the world. The WhatsApp Business connector allows brands to communicate with consumers using their favorite messaging channel.
Requirements
- You must have a verified Meta Business. In case your business is not yet verified, you can only send test messages in a 30-day trial experience to a limited range of numbers. To learn more about business verification click here.
- Your Meta Business must have a valid website address set under Business Info, Business Details.
- The user adding the number in Conversational Cloud must have the Campaign Manager or Administrator roles.
- The user adding the number must be a manager of the Meta Business.
- Have the phone number ready that you plan to use for WhatsApp Business. This number should not yet be registered on WhatsApp Messenger or the WhatsApp Business App. In case it was already registered on the WhatsApp Business app, please create a ticket here.
- You must be able to receive phone calls or SMS on the phone number that you plan to use for WhatsApp Business. For example, routing the call may not be possible for some IVR (Interactive Voice Response) systems. In the case that you are unable to receive the call or SMS for verification, please create a ticket here.
- If your number was provided by LivePerson, please follow the instructions that were given to you in order to receive the activation call or SMS.
- Adding a number is not possible on trial accounts of Conversational Cloud.
Follow the steps below to add WhatsApp Business to the Conversation Cloud:
Adding WhatsApp Business to the Conversation Cloud
Log into your Conversation Cloud account and click Channel Setup under the Manage tab in the hamburger menu.
The Channel Setup page appears.
Scroll down to find the WhatsApp Business option and click Get Started. The WhatsApp Business Source page appears.
On the WhatsApp Business Source page click Add New Number. The Facebook login page appears.
Log into the brand's Facebook account
Input the required information:
- Email address or phone number: Provide the email address or phone number used for login to the Facebook account.
- Password: Provide the password used for login to the Facebook account.
Click Log in. The Continue as page appears.
Click Continue as. You need to select or create your Meta Business Account. Click on continue once you have selected your Meta Business Account.
In the last step, you need to create a new WhatsApp Business Profile where you verify the phone number that you plan to use for WhatsApp.
If you need to change your display name, create a ticket here since a support ticket needs to be raised to WhatsApp.
A confirmation message appears.
Click Next to complete the setup.
It can take up to 10 minutes to deploy and configure the WhatsApp integration. If an error does occur while onboarding your number, try refreshing the page.
Configure your business profile
Look up your number in the table and click Edit Profile.
Edit the profile in order to configure the Business profile that consumers will see in WhatsApp when messaging with your business.
Configure additional settings
Look up your number in the table and click Settings in order to configure the following settings:
- Show Customer Profile: Show the customers profile (Name and profile picture) in the Conversational Cloud
- Show Agent Name: Show the name of the agent on the consumer side as part of every agent message
In addition to that, you can configure automated responses that are sent back to consumers.
Send and receive messages from WhatsApp
Look up your number in the table and click Test Utilities to open a popup containing link and QR to open the chat with the number.
You can now test the setup by sending a WhatsApp message to the WhatsApp number that you connected to Conversational Cloud.
You can only send numbers to a limited range of numbers until your Meta Business, Whatsapp Business Account, and display name have been approved.
You can review the status of the WhatsApp Business account and the display name when you hover over the phone number entry in the table.
If your Meta Business, WhatsApp Business Account, or display name remains unapproved after the 30-day trial period, your number will cease to function and will be disassociated from your Conversational Cloud account.
Ready to move on to the next channel? Click here to proceed.
