WhatsApp

Overview

You can connect an agent to WhatsApp via the WhatsApp Business API, allowing users to interact with the agent through WhatsApp messages.

Prerequisites

You need a Meta for Developers account with a configured WhatsApp Business API app. From the Meta for Developers dashboard , you will need:

• Access Token — The access token for your WhatsApp Business API app.
• Webhook Secret — A secret used to verify webhook requests.
• Phone Number ID — The ID of the phone number registered with WhatsApp Business API.
• Business Account ID — Your WhatsApp Business Account ID.
• App Secret — The app secret from your Meta app settings.

Connecting WhatsApp to an Agent

1. Open the agent you want to connect.
2. Go to the Integrations tab.
3. In the WhatsApp Integration card, click Connect.
4. Enter the following credentials:
   • Access Token — Starts with EAA..., from your Meta app.
   • Webhook Secret — The secret used to verify incoming webhook events.
   • Phone Number ID — The phone number ID from WhatsApp Business API.
   • Business Account ID — Your business account ID.
   • App Secret — From your Meta app’s basic settings.
5. Click Connect WhatsApp.

Once connected, the card shows the phone number ID and business account ID confirming the connection.

Disconnecting

To remove the WhatsApp integration from an agent:

1. Open the agent’s Integrations tab.
2. In the connected WhatsApp card, click Disconnect.
3. Confirm the action. All WhatsApp credentials are removed and the integration is disabled.