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How to Create an App for Whatsapp

To setup Meta Connector, you need to be registered as Facebook Developers on http://developers.facebook.com and create an App for Whatsapp
By entering in your Meta account as Facebook Developer, 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


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

  • 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

  • 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.

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 (follow at this link Meta guidelines to create a Permanent Access Token to use Whatsapp correctly by creating a System User with permissions). So select your WhatsApp integration, by setting “Never” as expiration period.
    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

  • AppId = ID app

  • Phone number Id = ID phone number

  • Prefix of phone number

  • Phone number

  • Click on Add

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

In addition to Callback URL, it is necessary to manage these webhook fields:

  • account_alerts

  • account_update

  • message_template_status_update

  • messages

  • 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

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

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