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Meta configurations for Whatsapp integration

Provide your customers with omnichannel experiences by connecting giosg with WhatsApp.

Prerequisites
Installation
Template messages
New phone numbers
New tokens

Prerequisites

  • Meta for Business account
    • A person with Meta Business Manager permissions (business.facebook.com & developers.meta.com)
    • Credit card in the Meta account (for possible direct Meta charges)
  • Phone number (capable of receiving SMS messages or calls and that has no existing WA account)
  • A callback URL and token for connecting Meta to giosg (provided by giosg).

Want to add WhatsApp integration to your subscription? Contact us at sales@giosg.com.

Installation

Once you fill all the prerequisites, follow the below guide to create a WA app and add your phone number to Meta. 

 

Meta configurations - create WA app 

Once you've successfully created your app and added the number, provide to giosg:

1. The WA Phone number
2. The Phone number ID and WhatsApp Business Account ID from Meta (how to get these can be found in the end of the above linked guide)

giosg will then proceed with configurations in giosg, where we connect your WA account to your giosg account as well as combine the WA number with the correct giosg room.

In the mean time, you can create Template messages (see below ) and once these are done, provide the names of these to giosg for final setup.

WhatsApp Template messages

Facebook considers WhatsApp to be a personal messaging platform and limits advertising and B2C type of messages.  For this reason, template messages need to be used to ask for permission for continued discussion in two scenarios.

  1. Mandatory template message: 24h customer care window
    To continue the conversation if the agent wants to send a message to a visitor after the 24 hour customer service window has closed. These are typically something like "Compan

  2. Optional template message: Outbound contacting
    If you want to proactively start a conversation with visitors. Messages will not be delivered to the visitor if the template message is not sent first and the visitor replies to it.
The below guide helps you create  and edit template message(s):
Meta - create template messages
When you've created your template message(s), inform to giosg the name of the template as well as the values of any buttons ("Yes"/ "No"...) you might've added to it.
 

When your WhatsApp integration is successfully set up, take a look at our "Whatsapp for Agents" guide.

Adding new phone numbers to WhatsApp integration

If you already have a working WhatsApp integration with giosg and it's time to add new numbers, please follow the below guide. Once you're ready with the Meta setup, provide phone number & phone number ID to giosg for continued configurations. 

Meta - Adding new phone number

Renewing Meta token

Has your Meta authorization token expired or do you for some other reason need to renew it? 
Follow the below guide to renew your token.

Meta - renew token