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WhatsApp Integration with x-bees

WhatsApp Integration with x-bees

Owned by Tatiana Bieliakova
Last updated: Dec 03, 2024 by Ksenia Babych

This guide describes how to use WhatsApp integration with x-bees.

Other x-bees documentation: x-bees documentation.

Created: July 2024

Updated: November 2024

Permalink: https://wildix.atlassian.net/wiki/x/EACVJg

Introduction

x-bees integration with WhatsApp allows users to receive and reply to messages from clients who contact them via WhatsApp. Each user receives 200 SMS per month by default. After exceeding this limit, a fee is applied to each additional SMS. You can find the fee details in the Salesforce Partner Community -> Price Book -> CLASSOUND.

 Note:

  • A customer can initiate a conversation by writing to the Company's WhatsApp number and the agent can reply in x-bees. However, it is not possible to start a conversation from x-bees. So, the first message should be an incoming message from WhatsApp
  • The price per message is the same as for SMS and part of the package 
  • Agent can reply within 24 hours after receiving an external user's message. After 24 hours, the conversation switches to read-only mode. In case an external user writes another message to the same conversation, an agent again has 24 hours to reply
  • Sending emojis from x-bees to WhatsApp is not supported

Requirements

  • Facebook Business Manager verification (see the details below)
  • x-bees-Standard license or higher
  • CLASSOUND DID for WhatsApp (it can be Fully ported, New or Outbound-only, and may be either previously or newly ordered) indicated in Call group settings -> SMS/ Messengers field in WMS:

Meta verification

To set up the integration, you must verify your Facebook and WhatsApp accounts and complete the Meta validation process.

Procedure for Partners without verified WhatsApp Business Manager connection (number not added to WhatsApp yet)

Step 1. Submit necessary data to CLASSOUND Customer Care

Submit the following data to CLASSOUND Customer Care:

  • CLASSOUND DID (landline or mobile) – you can add up to 10 numbers to one account (either fully ported, new, or outbound)
  • Display Name – the name that will be displayed in the WhatsApp account
  • Company Description – a short description of your company’s activities
  • The ID of your verified Facebook Business Manager account. To get the ID, navigate to the Business info menu under Business Manager settings:

Step 2. Confirm the integration request 

Confirm the integration request in the Facebook Business Manager -> Requests -> Received section: 

Step 3. WhatsApp Business Manager Verification

1. Verify your company under Facebook Business Manager, go to the Settings tab and click the Start Verification button:

2. Fill out details of the organization: 

Important: Please make sure to provide the same organization name and address that stands in the documentation you will upload.

3. On the next window, you are prompted to upload documents that prove the organization name, address and phone number. This can be the same document if you have all the required data shown there.

Note: The following documents are accepted (utility bill is the easiest for phone and address)

  • Certificate/ Articles of Incorporation
  • Business Bank Statement
  • Business Registration or License Document
  • Government Issued Business Tax Document: This could include a Tax Certificate. Self-filed tax documents are not accepted.
  • Utility Bill

You can find more details here.

4. In the next step we recommend selecting email as a contact method:

5. Follow the procedure for email address verification, entering the confirmation code sent to your email.

6. To finalize the business verification request, click Done on the Information submitted screen:

CLASSOUND team will send you a link that you need to use to connect your account to the integrations service provider.

1. When you open the link, scroll down to the section, where you have to upload the logo, that will be added to your account (1) and enter a short description of your company’s activities (2) that will be displayed in the WhatsApp account description:

2. Click Get Started on the next screen:


3. Fill in your business information:

  • Business portfolio
  • Business name
  • Business website or profile page
  • Country

4. On the next screen, you need to create or select your WhatsApp Business account: