WhatsApp Integration with x-bees

Owned by Tatiana Bieliakova
Last updated: Sept 19, 2024
4 min read

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

Other x-bees documentation: x-bees documentation.

Created: July 2024

Updated: September 2024

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

Introduction

x-bees integration with WhatsApp allows to receive and reply to messages from clients that are contacting agents via WhatsApp.

Requirements

  • WhatsApp Business account
  • Facebook and WhatsApp Business Manager verification (see the details below)
  • x-bees-Standard license or higher
  • CLASSOUND DID 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

  • Verify your company under Facebook Business Manager
  • Submit the following data to CLASSOUND Customer Care:
    • The ID of your verified Facebook Business Manager account. To get the ID, navigate to Business info menu under Business Manager settings


    • CLASSOUND DID (landline or mobile) – you can add up to 10 numbers to one account (either fully ported or new)
    • Display Name – the name that will be displayed in the WhatsApp account
    • Company Description – a short description of your company’s activities
    • Trade License – for business verification with Meta
    • Logo (640px by 640px) – the logo to be added to the account

  • Confirm the integration in the Request Section of Facebook Business Manager


  • Wait for up to 5 working days for the integration process to be completed

Procedure for Partners with verified WhatsApp Business Manager connection

The full steps will be provided later.

Usage

When there is an incoming message from external user via WhatsApp, a separate conversation is automatically created in x-bees, with the WhatsApp tag and with external user's phone number as a conversation title (or with the contact name if the relevant entry is found in Phonebook / CRM contacts): 


Manage conversation members

All users belonging to the relevant Service (Call group) are automatically added to the conversation:


The conversation can be assigned to a particular agent or be left unassigned:


Also, you can add or delete conversation members via the Members section on the Info frame.

Messaging

You can reply to the external user directly via the x-bees conversation and the user receives your reply to WhatsApp:

When external user reads agent's message in WhatsApp, the relevant read icon is displayed in x-bees:

WhatsApp integration with x-bees allows to send and receive different types of messages (e.g. audio, pictures, files):



Important: 

  • 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:
  • The Call and Conference buttons in the conversation do not initiate a call / videocall to WhatsApp. Only messaging is supported within WhatsApp integration with x-bees.

Add contact to Phonebook / CRM

If needed, you can add the external user to a Phonebook or CRM integration via Info frame: 

When added, the conversation name changes to the name of the user: