Integration with WhatsApp
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The previous version of WhatsApp integration through the 360dialog platform is no longer available. The following instructions describe the only possible method of integrating Responso with the WhatsApp app.
To use a WhatsApp Business account, you need a Meta Business Manager account (Meta Business Suite). To create one, you must have a personal Facebook account.
Go to https://business.facebook.com/ and log in to your personal Facebook account. If you don't have an account, click "Create Account" to register.
Enter your business name, your first and last name, and your company email address.
Click "Submit" or "Create" to create a portfolio. You will receive an email asking you to confirm your company email address. Please confirm your email address.
Click "Log In" in the upper right corner.
Log in via Facebook.
After logging in, select "Get Started" in the upper right corner.
Proceed through the registration steps:
Accept the terms by clicking "Continue".
Verify your account with a phone number.
Check your email address (you can change it to another by clicking "Update Email").
In the final step, select the "Developer" role.
Click "Complete Registration."
Click the "Create App" button.
Enter the app name (e.g., Responso) and contact email. Click "Next."
Select "Other" and click "Next".
Select "Business" and click "Next".
Click "Create App".
Select WhatsApp from the tiles.
Select the Portfolio (Meta Business account) where you want to create the WhatsApp integration and click "Continue".
Click "Start using API".
Scroll down the page and click "Add phone number". You will now add the number to which your WhatsApp Business account should be registered.
Enter your WhatsApp account name (this name will be visible to customers), select your time zone and business category. You can optionally add a description.
Add the phone number to which the WhatsApp account should be registered.
Enter the verification number that you will receive via SMS to the provided phone number and click "Next".
After adding and verifying the number, click the "Generate access token" button. Log in to the account associated with your Meta Business Suite and select the WhatsApp account for which you want to generate the token. The token does not need to be pasted anywhere, but generating it activates one of the necessary application functions.
Note: after generating the token, a message may appear in a red frame, but it does not affect the operation of the integration (it concerns the test number generated automatically by Meta tools, not your phone number).
Your Meta Business account will now have a new WhatsApp application.
Log in to Responso.
Click "Add Channel" in the upper right corner.
Select "WhatsApp Cloud API".
Log in to the account associated with your Meta Business Suite. Select the business account, and then the WhatsApp account that you want to integrate.
Note: If you select multiple accounts, all of them will be connected to Responso.
The account has been added to Responso.
Click "Details" in the "Webhook Configuration" column. You will see the "Callback URL" and "Verify token" values, which you will use in the next steps.
Open your Meta for Developers account in a new tab: https://developers.facebook.com/
Click "My Apps" in the upper right corner and select the application you added earlier (e.g., Responso).
From the left menu, select "Webhooks".
In the "Select product" field, choose "WhatsApp Business Account" from the dropdown list.
Paste the "Callback URL" and "Verify token" values from Responso into the respective fields.
Click "Verify and save".
Again, in the "Select product" field, choose "WhatsApp Business Account" from the dropdown list.
Scroll down and click the slider in the "messages" field. After clicking this item, a "Subscribed" annotation will appear.
Your integration is ready.
Responding to customer messages with a regular reply (not a template) within 24 hours of receipt is free of charge. Customer-initiated conversations are not subject to message limits.
Other types of messages may be subject to additional charges and will require adding a payment method. You can find current information on WhatsApp service fees here.
To add a payment method, in your Meta Business account, click "Settings" (gear icon in the lower left corner) > "WhatsApp Accounts" > [Name of the added account] > "Settings" > "Payment Settings".
Choose the country, currency, and time zone. Note: the currency must be US dollars. Click "Next".
In the final step, add your payment card details and verify it.
In the Payment Methods section, the card you added will appear. If there's no indication that the card is the default payment method, click the ellipsis icon and select 'Set as default'.
If you've previously used WhatsApp Business integrated with another tool, you can easily migrate it to Responso. To do this, follow the integration steps with Responso for your chosen account as outlined above. Then, in Meta Business Suite, go to the WhatsApp Accounts tab, select the relevant account, and enter the Partners section. Remove the applications you used before, leaving only Responso.
After adding the integration, messages from customers will arrive in your Responso inbox.
In the sender information in the ticket view, you'll see details like their WhatsApp name and phone number.
WhatsApp Business allows you to contact customers using predefined templates, both within 24 hours of receiving a customer's message and after that period.
From the WhatsApp Manager in your Meta business account, you have access to a template library and options for managing templates.
In the library, you'll find ready-to-use templates categorized by industry or use case.
To add a template from the library to your account, click on it and fill in the required fields. On the right side, you can see a preview of the example message, populated with the data you've entered. Finally, click Submit.
If you don't find a suitable template in the library, you can create your own. To do this, in WhatsApp Manager, select the Message Templates tab and click the Create Template button.
Choose the category and type of message. In the first step, on the right, you'll see a template preview, information on when it's appropriate, and which fields you can customize. Proceed to the next step. In the following step, select the template's name and language, and fill in the required fields. You'll see a preview of your template.
If it looks as you expect, click Submit for Review. Once approved by WhatsApp, your template will be available for use in your account.
To make changes to a template, simply click Edit in the list of created templates.
For each template you use, you can view statistics to check details such as how many messages created from that template were sent, opened, and what was the most common reason for recipients blocking the messages.
When replying to a message in Responso, you can use a template available in your WhatsApp account. You can also create and add templates to your account directly in Responso.
After adding the WhatsApp Business integration, go to Settings → Integrations → WhatsApp Cloud API. There, select the integrated account and click Manage in the Manage Templates column.
The Synchronize Templates button allows you to import templates added in WhatsApp Manager to Responso.
The Add Template button allows you to add a new template to your WhatsApp account. Click it, and you'll see a simplified form that, once you fill in the fields, will add a new template to your WhatsApp account. Note: The form only allows you to add values that can be added directly in the WhatsApp configurator (e.g., character limits must match).
You can also edit each template from within Responso. To do this, click Edit for the selected template.
It's important to know that:
editing from Responso is only possible once. Subsequent edits to the template must be made directly in WhatsApp Manager.
from Responso, you can only create templates in the default language of your WhatsApp account. If you want to add a template in another language, you need to create it in WhatsApp Manager and then click Synchronize Templates in Responso – then the template in another language will be available in Responso.
To use a template, in the reply window to a message from a WhatsApp user, select the WhatsApp Message Template tab. From the dropdown list, select the name of the template you want to use, and then add the content. After creating the message from the template, click Send Message Template.
How quickly are messages retrieved?
Messages are retrieved in real-time, instantly.
Will I see messages in Responso that were in my WhatsApp account before the integration with Responso?
No, we do not retrieve historical messages.
Can I use automatic actions with this integration?
Yes, automatic actions work with the WhatsApp integration.
Are filters automatically created after adding the integration?
No, filters are not automatically created for this integration."
