Meta for Whatsapp Connector

Firstly, you can click on My App → Create an app

• Choose Other option

• Select Business

• Choose display name for your app and app contact email

• 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
  (Find our Meta documentation here)

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

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

• Send a test message to your phone number to verify if the integration works correctly (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

• 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.

• Proxy or Motion Domain: server address

• Type Meta

You can copy these data from your Business Meta account

• Account SID = ID Account WhatsApp Business

• Auth Token = Access Token ( 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

• Phone number with prefix (with +)

• Click on Add

Go to your Apps list page on your Meta for Developers account you can open Business settings and go to Users → System users to create a new one, clicking on Add.

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

• You can click on Add Assets and on Select asset type you choose Apps

• You select WhatsApp created app, by enabling full control

• So you can click on Generate new Token, by selecting your App

• Set “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

• 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

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 and you can select Recontact Template

• on Dispositions and Canned Answers you can create specific dispositions/canned answers for this account

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

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)