{"versionId":"9495b53d-8bd0-4555-029a-08dccaef2767","articleId":"95abf7ba-910d-4b08-ca3e-08dbdc84beba","title":"Adding a chatbot to WhatsApp","tags":["integrations","All articles"],"content":"

Introducing WhatsApp integration

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You can deploy the same chatbot, with the same knowledge base, on your website and on other channels, including WhatsApp.

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This means you can automate the answering of frequently asked questions, wherever your customers are asking them. All your chat forms and escalations will work on WhatsApp too.

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To set up your bot in WhatsApp, you'll first need to create an app on WhatsApp, and then connect it to your FAQ Bot.

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This article describes the steps you need to take. 

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In this article...

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Prerequisites

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Before you get started, you will need:

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Note that this information is correct at the time of writing, but the Meta app submission process is subject to change. If you need any help, please get in touch.

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Bot features on WhatsApp

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There are some differences in how FAQ Bot features work on WhatsApp, due to the limitations of that channel. 

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Create an app

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Users will access your bot from a WhatsApp link/number. To connect the bot, you'll first create an app and then connect the bot to the app.

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Create your app

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  1. Sign in to your Meta for Developers account.
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  2. Go to Create App
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  3. On the Create an app page, select Other and then Next

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  4. On the Select an app type page select Business and click Next
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  5. On the Details page, enter a name for your app and select Create app.\n
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    • If prompted, enter your password and select Submit to create your app.
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    • After your app is created, the site goes to a page for your app.
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  6. You'll see a set of products. Click Set up on the WhatsApp tile


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  7. You'll then be prompted to select your Meta Business Account.
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Configure your app

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Test details

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Under WhatsApp on the side menu, click API Setup. There are a few things here you can use for testing:

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  1. Temporary access token (note this token will expire after 23 hours, so is only suitable for initial testing. It will need to be refreshed or replaced with a system user access token)
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  2. From phone number - including a number you can use for testing - this is the number of your app/bot
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  3. To phone number - this is the phone number of the device you will be testing from. Once you enter this number, you will be sent a verification code, which you'll need to add here to confirm the connection.
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Configuration

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Under WhatsApp on the side menu, click Configuration.

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  1. Enter the callback URL. This is in the format 
    https://bot.helpfruit.com/api/v1.0/webhook/{PAGE_OR_NUMBER_ID}/{FAQ_SUBSCRIPTION_KEY}/messages\n
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    1. Find your {PAGE_OR_NUMBER_ID} on the API Setup page (see above) - you're looking for the Phone number ID
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    2. Find your {FAQ_SUBSCRIPTION_KEY} on the Widget setup tab in the FAQ Bot Portal > Configuration > Main
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    3. Enter \"faq\" in Verify token
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    4. Click Verify and save
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  2. Click Manage to manage Webhook fields. Select Messages and click Done
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Create your System Users Access token

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Follow the instructions on this page.

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Assign the app you have created above as an asset.

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Some things to note on your token:

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Copy the token as you'll need it for the next step.

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Connect your bot 

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In the FAQ Bot portal, navigate to the Channel settings tab on Configuration > Main

In the WhatsApp section:

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  1. Enter your Phone number ID
    Find this in your Meta for Developers Account under WhatsApp > API Setup

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  2. Enter your Access token
    For a quick test, you can use your temporary access token. Find this in your Meta for Developers Account under WhatsApp > API Setup - note this will only last for a short time
    To set up a permanent token, follow this guide to set up a system user access token.

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  3. Enter your App secret
    You'll find this in your Meta for Developers Account, under App settings > Basic

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Once the steps above are complete, you will be ready to test your bot on WhatsApp.



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Testing your bot in WhatsApp

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WhatsApp users won't be able to message your bot until while it's in Development mode without first connecting a To phone number for testing. To connect a test device phone number (ie the mobile phone you will be testing on), go to API Setup under WhatsApp on the side menu. Once you enter this number, you will be sent a verification code, which you'll need to add on this screen to confirm the connection.

You can add and verify more than one number if you have multiple testers.

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App review & publication

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Until an app is published, it's in Development Mode. It will only work for admins, developers, and testers.

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Once you have tested your bot on WhatsApp, there are some review steps that need to be completed to move your app from Development to Live mode and publish your app.

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1. Toggle from Development to Live in your app dashboard. Any required steps will be highlighted, for example:

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2. Go to App Review > Permissions and Features

3. Request Advanced Access to whatsapp_business_messaging. Business Verification is required, as well as App Review.

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4. Complete the rest of the required information. You will need to:

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The App Review process can take 10 days or more, and may require revisions depending on the individual app reviewers. 
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WhatsApp documentation

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For WhatsApp documentation for developers, see https://developers.facebook.com/docs/whatsapp/

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