WhatsApp Meta Provider Setup

1. Log in to Meta for Developers → http://developers.facebook.com

2. Navigate to My Apps → Create App.

3. Define the App name that will show on your My Apps page and associated with your app ID. You can change the name later in Settings.

4. Indicate the App contact email.
   Then click on Next

5. As use case, select Others > Other

6. Click on Next

7. Select Business as app type

8. Connect the app with your Account Business Manager

9. Click on Create app

10. On the dashboard “Add products to your app” select Setup on WhatsApp option

11. You can see the overview of your app
    
    

10. Click “Start using the API” to proceed with API Configuration

11. You will view this visualisation:

• Generate an Access Token, giving access to your WhatsApp account. This token is required to authenticate your API requests. The default access token is temporary and expires after 24 hours. To configure your XCALLY account, it will be required to generate a Permanent Access Token.

• To verify the integration is correctly configured, you can perform a test API request directly from the WhatsApp Developer Console. Follow these steps:

  1. In the From field, select the WhatsApp Business number created during app setup.

  2. In the To field, enter the recipient phone number that will receive the template message hello_world.

  3. Click Send message.

12. After sending your first message, verify that the recipient receives it successfully. This verification step ensures that your setup and authentication are correctly configured.

Alternatively, you can use a curl request with the WhatsApp API and the generated access token to test and confirm the setup.

13. At Step 5 of the setup process, you will be able to select "Add a phone number".

Fill in the following details:

• WhatsApp Business display name

• Timezone

• Business category

Next, provide your WhatsApp phone number. Select the appropriate country prefix. Based on your selection, you will receive either a pin code via SMS or a verification phone call.

You will view that your phone number is on pending status until your display name is approved.

14. On step 6, a valid payment method must be configured before proceeding.
    So click on Payment settings, on your business manager account and proceed to add your payment method and your business info.

15. Finally on Business settings > Accounts > WhatsApp accounts >account selection, you need to start your Business verification, by inserting your company data.

16. You will receive an email of successful verification in some hours and at this point, you will see that your display name is approved.
    In fact on Meta console, this confirmation message will appear:

For certificate management of WhatsApp Cloud API solution (which does not require an on-premise installation), it is NOT necessary to upload a certificate manually.
In fact, Meta handles all authentication and security directly in the cloud platform.
To link correctly the phone number, simply send an other test message using the default “hello_world” template, by using your phone number. And you will view that the phone number will appear correctly connected.

• Account Name

• Key: identification code (max 5 characters)

• List: A Contact Manager list used to associate customer contacts. All campaign contacts will be stored in this Master List, enabling a unified customer journey across campaigns.

• Proxy or Motion Domain: your server address

• Type: select Meta

   

Retrieve the following values from your Meta Business Account:

• Account SID = WhatsApp Business Account ID

• 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 = App ID

• Phone number Id = phone number ID

• Phone number with prefix (with +)

Click Add to complete the account setup.

1. Open your Business Settings and select the desired business manager

2. Go to Users → System users and click on Add.

3. Set a System Username and select Admin as User Role

4. Click on Assign Assets and under Select asset type, choose Apps

5. Select your WhatsApp created app and enable full control (Manage app)

6. Click on Generate Token, by selecting your App

7. Set “Never” as token expiration

8. Add the following required permissions when generating the token:

• WhatsApp_business_messaging

• business_management

• pages_show_list

• pages_messaging

• WhatsApp_business_management

• pages_manage_metadata
  
  

9. Click on "Generate Token" to obtain a permanent token to paste on Auth Token section

• Navigate to the Settings tab to view and update previously inserted details.

• You will also see the Receive URL—an auto-generated API endpoint used to receive incoming messages from the WhatsApp Channel provider.
  📋Click the clipboard icon to copy this URL. You will need to paste it into your Meta Business Account during webhook configuration.
  
  

Configure the Webhook in Meta

To complete the webhook setup:

1. Go to your Meta Developer Dashboard.

2. Click Configure Webhook.

3. In the Webhooks section, select WhatsApp Business Account as product

4. In the Callback URL field, paste the copied Receive URL.

5. In the Verify Token field, enter the token found under the Advanced tab of your XCALLY WhatsApp account

Open

To ensure full functionality, subscribe to the following webhook events, by clicking on Manage to insert these fields:

• account_alerts

• account_update

• message_template_status_update

• messages

• template_category_update

Under the Advanced tab, you can:

• View your Proxy and Token Number

• Enable Mandatory Disposition

• Select Recontact Template

In the Dispositions and Canned Answers section, you can define specific dispositions/canned answers for this account.

To handle incoming WhatsApp interactions:

1. Go to the Actions tab.

2. Create a dialplan that routes incoming interactions to the appropriate queue.

Ensure that agents are assigned to the relevant queues and associated with the corresponding WhatsApp accounts. Otherwise, they will not be able to manage interactions.

In the Interactions tab, you can:

• View Campaign Interactions

• Check the Status of each interaction (explore more in the campaign section)