WhatsApp Integration with x-bees

Introduction

Kite functionality includes a set of features which allow to have all conversations in one unified inbox, including WhatsApp conversations. By setting up x-bees integration with WhatsApp you allow users to interact with incoming and outgoing WhatsApp conversations directly from x-bees. Each user gets a package of 200 SMS per month by default, meaning there are 200 outgoing WhatsApp messages. 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.

Notes:

• The price per message is the same as for SMS and part of the package 

• Agents 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

• WhatsApp messages are counted as part of the 200 SMS package, which means regular SMS and MMS are included as well. The usage statistics can be checked in Statistics section

• In case Chat bot is configured, it is automatically assigned user extension 100 and outgoing messages sent by Chat bot are using the same 200 SMS package per month, and a fee for each additional SMS after exceeding the limit.

Requirements

• Facebook Business Manager verification (see the details below)

• x-bees-Standard subscription or higher

• Any DID for WhatsApp (it can be Fully ported or Outbound-only DID provided to CLASSOUND Customer Care, New DID, and may be either previously or newly ordered, consult the documentation for details) configured in WMS -> PBX -> Integrations -> Cloud Integrations -> Channels section (see detailed instructions in the guide How to Configure SMS and WhatsApp Conversations in WMS)

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Templates

To send outgoing messages, you need to create predefined message templates. You can create these templates directly in your WhatsApp Manager or submit CLASSOUND Customer Care request. The following parameters are supported:  

• Category: Marketing

• Header Type: Text or Image

• Buttons: All call-to-action buttons except Complete Flow 

Meta verification

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

Non-verified WhatsApp Business Manager connection 

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 20 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:

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Step 2. WhatsApp Business Manager Verification

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

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2. Fill out details of the organization: 

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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

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

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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:

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Step 3. Perform the number provisioning via the embedded link

 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 is added to your account (1) and enter a short description of your company’s activities (2) that is displayed in the WhatsApp account description:

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2. Click Get Started on the next screen:

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3. Fill in your business information and click Next:

• Business portfolio

• Business name

• Business website or profile page

• Country

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

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5. Enter WhatsApp Business display name and choose Category, click Next: 

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6. Add phone number and choose how you would like to verify the number, via Text message or a call, click Next:

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7. Enter the code which you receive to your phone number, click Next: 

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8. Click Continue on the next screen:

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9. Click Finish to finalize the process: