WhatsApp Business Integration

General Feature Information

Feature Name: WhatsApp Business Integration
Feature Overview:
The WhatsApp Business Integration feature in OTO enables businesses to leverage WhatsApp for user communication, offering a more dynamic alternative to traditional SMS. This integration enhances customer engagement and enables seamless message delivery, tracking, and interaction through WhatsApp's API.

How to Use the Feature

Step-by-Step Instructions

To Integrate WhatsApp Business:

1. Navigate to Other Integrations:

   • Go to the "Other Integrations" tab under the Integrations section in the OTO dashboard.

   • Click on the Others filter to locate WhatsApp Business.

   • Click Connect under the WhatsApp Business card.

2. Follow the Prompts:

   • Step 1: Instructions

     • Head to Facebook Developers and log in with your credentials.

     • Click on My Apps in the top-right corner.

     • From the list of your apps, select the app you wish to connect, which redirects you to the app's dashboard.

     • In the left-side menu, click WhatsApp.

     • Under WhatsApp, click API Setup.

     • Copy the access token displayed. Below it, select your number in the "From" field.

     • Note the Phone Number ID and WhatsApp Business Account ID.

   • Step 2: Add Credentials

     • Enter the following details:

       • WhatsApp Business ID (retrieved from the API setup screen).

       • WhatsApp User Access Token (copied from the API Setup).

   • Step 3: Settings

     • Add the following:

       • Connection Name: Assign a name for this integration.

       • Webhook URL: Provide the URL for receiving event notifications.

3. Verify the Connection:

   • Click Verify Connection to confirm your credentials and establish the integration.

4. Save Settings:

   • Once verified, click Next Step and finalize the settings. Your WhatsApp Business integration will now be active.

Configuration Details

Prerequisites:

• A Meta Business Account with appropriate permissions.

• A WhatsApp App linked to your Business Account on Facebook Developers.

• Developer-level access to retrieve API credentials.

Configuration Steps:

1. Log into the OTO dashboard with admin privileges.

2. Navigate to Other Integrations > WhatsApp Business > Connect.

3. Follow the prompts to retrieve API credentials and enter the required fields.

4. Verify the connection and save your integration.

Examples of WhatsApp Business Usage

• Order Notifications: Notify users about their order confirmations or tracking updates.

• Customer Support: Use WhatsApp as an interactive support channel for customer queries.

• Promotional Campaigns: Share promotional messages or deals directly via WhatsApp.

Troubleshooting and FAQs

Common Issues and Solutions:

• Issue: Unable to retrieve WhatsApp Business Account ID.
  Solution: Ensure you have developer permissions in your Meta Business Account and have completed the API setup correctly.

• Issue: Integration fails during verification.
  Solution: Verify the accuracy of the WhatsApp Business ID and Access Token entered. Double-check API permissions.

FAQs:

• Q: Can I integrate multiple WhatsApp Business accounts?
  A: Yes, you can create multiple connections for different accounts.

• Q: What happens if the Access Token expires?
  A: Generate a new token from the Facebook Developer Console and update it in the OTO dashboard.

• Q: Can I use WhatsApp templates for message automation?
  A: Yes, WhatsApp message templates can be utilized based on your predefined setup.

Important Notes

• The WhatsApp integration replaces SMS communication for users who prefer a more interactive medium.

• Ensure compliance with WhatsApp's Business Policy to avoid disruptions in service.