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How to Integrate My WhatsApp Account with Comm100
Introduction

You can integrate WhatsApp accounts to Comm100 Ticketing & Messaging to provide customer service in the WhatsApp channel. After successfully connecting your WhatsApp account, tickets are created for all incoming WhatsApp messages to the account.

Currently, Comm100 supports two types of WhatsApp account integration:

  • WhatsApp Cloud: Connects your account using WhatsApp Business Cloud API
  • Twilio WhatsApp: Connects your account using Twilio WhatsApp API
Integration using WhatsApp Cloud

Before using Comm100’s WhatsApp Cloud integration, you must create a Developer account with Meta and complete the following WhatsApp onboarding process:

  1. Create an App on Meta for Developers.
  2. Associate a Business Manager account
  3. Generate a Permanent Token
  4. Set up a Webhook

To learn more on WhatsApp’s onboarding process, see this article

To integrate a WhatsApp account using WhatsApp Cloud, follow these steps:

  1. Log in to your Comm100 Control Panel.
  2. From the left navigation menu, go to Ticketing & Messaging > Channels > WhatsApp.
  3. Click Add WhatsApp Account and select WhatsApp Cloud.
    kb-whatsapp-01.png
  4. On the Add WhatsApp Account page, do the following:
    1. Enter the WhatsApp account name.
    2. Turn on the Enable toggle key.
      kb-whatsapp-02.png
    3. Add Phone ID and Token from the WhatsApp Business Platform.
      kb-whatsapp-03.png
    4. Copy Callback URL and Verify token information to WhatsApp Business Platform to setup Webhook. To learn how to setup Webhook, refer to Step 4: Set Up a Webhook of this article.
      kb-whatsapp-04.png
    5. Click Save.
      The WhatsApp account is added successfully. The Save & Test button becomes visible on the page, which allows you to test your WhatsApp account connection.

Test your WhatsApp Connection

Once you have added a new WhatsApp account, you can test its connection by clicking the Save & Test button. A series of actions in the background validates the connection between your WhatsApp Business account and Comm100.

kb-whatsapp-05.png

If the connection fails at step #2, you may not have filled in the Callback URL or Verify Token fields correctly for webhook configuration on the WhatsApp Business Platform.

kb-whatsapp-06.png

If the connection fails at step #3, you may not have configured your Phone ID or Token correctly.

Integration using Twilio WhatsApp

Before using Comm100’s WhatsApp integration, you would need to set up an account and phone number with Twilio.

Note: To enable your Twilio number for your WhatsApp account, you must complete steps 1 to 5 in this guide.

To integrate a WhatsApp account using Twilio, follow these steps:

  1. Log in to your Comm100 Control Panel.
  2. From the left navigation menu,  go to Ticketing & Messaging > Channels > WhatsApp.
  3. Click Add WhatsApp Account.
  4. Select Twilio WhatsApp.
    kb-whatsapp-01a.png
  5. On the WhatsApp page, do the following:
    1. Enter the Name, Twilio Account SID, Auth Token, and Phone Number SID. WhatsApp - KB-003.png
    2. Click Save
  6. Next, log in to your Twilio account and navigate to Develop > Messaging > Senders > WhatsApp senders.
  7. Update the Webhook URL for incoming messages.
    Note:  To get the webhook URL, see this article.
    MicrosoftTeams-image (3).pngThe WhatsApp account has been added. You can add more if you have more than one WhatsApp account you want to be managed using Comm100. The integration is now complete. Your agents will now be able to respond to incoming WhatsApp messages From the Ticketing & Messaging tab of the Agent Console App. kb-whatsapp-integration-05.jpg In some cases, you need to add an Area Code to the WhatsApp number to send WhatsApp messages from Comm100. To learn more about adding Area Code, see this article. You can create a filter just for WhatsApp messages with the following condition. WhatsApp - KB -005.png

    WhatsApp integration is available through our Comm100 Multi-Channel Plan. For more details, you can chat with us online or speak to your account manager.