Integration with WhatsApp Business
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.
Setting up Meta Business Suite
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.
Adding the Integration in Responso
Log in to Responso.
Click "Add Channel" in the upper right corner.
Select "WhatsApp Cloud API".
In the next step, you can:
Create a business portfolio or select an existing portfolio (if you already created an account in step 1 or had one previously, choose the existing portfolio),
Select an existing WhatsApp Business account or create a new WhatsApp Business account.
Creating a business portfolio + creating a WhatsApp account
In the next step, provide the information required to create your business portfolio.
Next, add the phone number for your WhatsApp account and select your preferred verification method.
In the following step, enter the verification code you received.
Confirm data sharing with the Responso application.
Your integration has been added. You may now proceed to add a payment method.
Existing business portfolio + creating a WhatsApp Business account
Select your business portfolio and click "Next," then enter the required additional company information.
In the next step, decide whether you want to add a new number or use only the display name.
Adding a new number
Enter the phone number you wish to add and select the verification method.
In the following step, enter the verification code you received.
Confirm data sharing with the Responso application.
Your integration has been added. You may now proceed to add a payment method.
Existing business portfolio + existing WhatsApp Business account
Select the portfolio and the WhatsApp Business account you want to integrate with Responso.
You can use a number already registered to this WhatsApp account or add a new one.
Confirm data sharing with the Responso application.
Your integration has been added. You may now proceed to add a payment method.
If WhatsApp messages don't appear despite following the instructions
If you're still not receiving messages after completing the standard steps of adding a Meta app and phone number, your number is likely registered as On-Premise API (e.g., from a previous 360dialog integration). Meta doesn't allow using a number with two API types simultaneously.
To resolve this issue, try the steps below.
Step 1: Access WhatsApp Manager
Open your browser and navigate to business.facebook.com
Log into your Meta Business account
In the left menu, select "All Tools" or find the "WhatsApp" section
Click "WhatsApp Manager"
Select the appropriate business portfolio if you have multiple ones
Step 2: Manage Phone Numbers
In WhatsApp Manager, click the "Phone Numbers" tab
Find the phone number you want to delete
Click the Delete icon (trash bin) next to the phone number
Important: If the delete button is inactive, it may mean the number was used to send paid messages within the last 30 days
Step 3: Confirm Deletion
Follow the on-screen instructions and prompts
If the number had "Connected" status, you might be asked to provide the password for your Facebook account linked to the WhatsApp Business API
Confirm the number deletion
Step 4: Re-add as Cloud API
After deleting the number wait 5-10 minutes for changes to propagate in Meta's system
Add the number again through the standard Meta app creation procedure
This time the number should be automatically registered as Cloud API
Notice:
Only WhatsApp Business Account admins can delete numbers
A number can only be deleted if no paid messages have been sent from the account within the last 30 days
Once you delete your number, all your WhatsApp Business Platform data will be deleted
Phone numbers deleted from a WhatsApp Business Platform account can't be used again for another WhatsApp Business Platform account
Adding a payment method
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.
The basic limit for business-initiated conversations is 250 conversations per day for each number. This limit can be increased, for example, by verifying the business account. You can read more about message limits 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'.
Switching to Responso from another tool
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.
WhatsApp Tickets in 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 Templates
WhatsApp Business allows you to contact customers using predefined templates, both within 24 hours of receiving a customer's message and after that period.
Templates in WhatsApp Manager
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.
Note: Some templates may be associated with paid message types. You can find up-to-date information on this topic here.
Templates in Responso
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.
Managing Templates 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.
Using Templates 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.
FAQ
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."
Last updated
Was this helpful?