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Requirements

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☑️ The Motion instance must have a public address accessible via HTTPS. For security reasons we strongly recommend to use a Reverse Proxy → find out more

☑️ You need to register an app as Meta Developers → find more details in next paragraph

☑️ You need to have a Meta Business Suite account

☑️ Consider that to use WhatsApp, on XCALLY side you need to enable the connector, while for interactions management you need to consult the official documentation of the selected provider to check prices: find out Meta's documentation at this link

How to Create an App for WhatsApp

🎬 Video Tutorial

https://app.guidde.com/share/playbooks/aTiMf4uRyrqfxVVqm5zDUr?origin=3wPlti10dEfOGQjG7BKQvB2q4IC3

To setup Meta Connector, you need to be registered as Meta Developers on http://developers.facebook.com and create an App for WhatsApp
By entering in your Meta account as Meta for Developers, you need to create an app.
First of all you can click on My App → Create an app

  • Choose Other option

  • Select Business

  • You have to choose display name for your app and app contact email

  • You need to connect the app with your Account Business Manager

  • Create the app

  • You will see the created app on the relative section

  • Then on the App Dashboard you have to choose WhatsApp to configure integration and click on Set up
    (You can follow Meta documentation at this link)

  • Create or select your Meta Business Account and click on Continue to accept terms and conditions. By continuing you will receive a WhatsApp test phone number to send test messages

  • And click on “Start using the API” to proceed with API Configuration

  • So you can send a test message to your phone number to verify if integration works correctly (you can have a maximum of 5 recipients numbers)

  • Then on step 5 you will be able to click on section Add a phone number

You can insert:

  • Profile Name of WhatsApp Business

  • Choose a time zone

  • Business category

  • You add WhatsApp phone number, by choosing prefix and, according to the selected option, you will receive a text message with a pin code or a phone call to verify your number

  • Moreover it is mandatory to configure a payment method

Creation of WhatsApp Account on XCALLY

By entering in your XCALLY environment you can go on WhatsApp Connector → WhatsApp Accounts to create a new account for outbound campaign

You have to click on + button and enter:

  • Account Name

  • Key: identification code of maximum 5 characters

  • List: Contact Manager list used to associate contacts. When you run campaigns, contacts are added to this Master List, so it’s possible to have a unique customer journey with all customer touchpoints with outbound campaigns.

Info

For all contacts in the Master List to be usable, it is necessary that they contain in the Phone Field the WhatsApp number

  • Proxy or Motion Domain: server address

  • Type Meta

    .

  • Account SID = ID Account WhatsApp Business

  • Auth Token = Access Token ( (warning) you need to create a Permanent Access Token to use WhatsApp correctly because access token expires after 24 hours. Follow these guidelines)

  • AppId = ID app

  • Phone number Id = ID phone number

  • Prefix of phone number

  • Phone number

  • Click on Add

How to create a permanent token

With your Developer Account, to create a Permanent Access Token you can follow Meta guidelines at this link to create a System User with specific permissions.
So going on your Apps list page on your Meta for Developers account you can open Business settings and go on Users → System users to create a new one, clicking on Add.

Then you give a System Username and you choose “Admin” as User Role

image-20240228-142250.png

  • You can click on Add Assets and on Select asset type you choose Apps → you select WhatsApp created app, by enabling full control

Info

Consider that you can create only 1 system user for Business account, but if you create more WhatsApp app, when you click on Generate new token the system allows you to select the app for which you want to create a permanent token

image-20240228-142124.png

  • So you can click on Generate new Token, by selecting your App and setting “Never” as token expiration

  • In addition to the WhatsApp_business_messaging permission indicated in the guide, you need to add also these permits:

    • pages_show_list

    • pages_messaging,

    • WhatsApp_business_management

    • pages_manage_metadata

      And click on "Generate Token" to obtain a permanent token to paste on auth token section

Configuration of created account

After account creation, you can edit it:

  • on Settings tab you will see all information inserted before

Moreover you will view Receive URL, an auto-generated API string you need to use to receive the messages inside your account from your WhatsApp Connector provider: click the clipboard button to copy it and then on your Meta Account you need to Configure webhook

By clicking on Configure webhook you need to insert callback URL (paste here code copied before) + verify token that you can copy from advanced tab of your XCALLY account

Note

To configure correctly your callback URL your server must have HTTPS certificate

In addition to Callback URL, it is necessary to subscribe these webhook fields:
- account_alerts
- account_update
- message_template_status_update
- messages
- template_category_update

  • on Advanced tab

You can see info about proxy and token number

You can enable mandatory disposition (by creating dispositions on relative section) and you can select Recontact Template

  • on Canned Answers you can create specific canned answers for the account

  • on Actions you have to create dialplan to pass interactions to relative queue

Info

Obviously you have to associate agents to queue and WhatsApp account that you want, otherwise they can’t manage interactions

  • on Interactions tab you can see campaign interactions and relative status (explore more here)

Use WhatsApp Connector with META for Agents

For Agents, the feature is available on WhatsApp Connector section, from which they have to select accounts.
In fact agents need to enable the new created account connected to Meta to receive new interaction from this account

When a new interaction arrives, agent will see a popup with information about the account, queue and sender phone number.

Agent can manage the conversation directly on omnidesktop interface