WhatsApp Business Account Configuration

License Prerequisites

Base License: Phone System
Add-on License: Contact Center + WhatsApp

User Roles

Owner + Admin = Supervisor
Supervisors must be assigned a Contact Center add-on license to access and set up Omni-channel WhatsApp.
Member = Agent
Agents must be assigned Contact Center + WhatsApp add-on license to handle Omni-channel WhatsApp transactions.

Configuration

Get WhatsApp Account ID

Go to Meta Business
Select All tools
Select WhatsApp Manager
Select the relevant business account

* Click on the 3-ellipsis icon

Select Copy WhatsApp account ID and save for later use

### Get Access Token

Go to Meta Business
Click on the hamburger menu and select All tools
Select Business settings
Click on System users

Select a system user (OmniChannel)
Click on Generate New Token

* Upon clicking on Generate New Token, a popup window will appear

Select App
Choose Token expiry
Click Generate Token

* Copy and store the access token privately as it cannot be retrieved later on

Click OK

### Link WhatsApp Business Account to your Organization

To link WhatsApp business account to your organization, users need to login CPaaS portal. After that:

Go to Phone System
Select View - System
Click on Omnichannel - General
Click Add to add your WhatsApp Business Account ID

* A popup appears on the screen

Input your WhatsApp Business Account ID
Input Access Token
Click Verify

* After successful verification, the WhatsApp account will link to the portal

#### Link One WABA to Multiple Organizations

Users can link one WhatsApp Business Account (WABA) to multiple organizations, enabling users to share WhatsApp numbers across several organizations. However, once a number is assigned to one organization, it cannot be used in any other organization.

Example:

One WABA possesses Number 1 and Number 2. This WABA is linked to both Organization A and Organization B.
Number 1 is assigned to an inbox in Organization A.
When accessing Organization B, only Number 2 is available for use.

Link Organization to Meta Developer

Go to Phone System
Select View - System
Click on Omnichannel - General
Copy Webhook Endpoint and Token for later use

After copying the Webhook Endpoint and Token, please follow these steps:

Go to Meta Developer
Click My Apps
Navigate to the Apps page
Select the App

Click WhatsApp
Select Configuration
Select Edit

* A pop up appears on the screen

Input Callback URL (Webhook Endpoint)
Input Verify token (Token)
Click Verify and save

### Create Whatsapp Template

A WhatsApp Template is required for users in order to use the WhatsApp Back Function provided by WhatsApp Business. To create a WhatsApp template, please follow the steps shared below.

Go to WhatsApp Manager
Select a business account
Click on the 3 ellipsis ( ... ) icon and select Manage message templates

* Inside Message templates page, click Create Template

Once you click on Create Template, a new page (New message template) will open
Select Category
Input Name
Select Languages
Click Continue

* Add Header (optional)