Quick Navigation
- Connecting a number to a 360dialog WhatsApp account
- Integrating WhatsApp number in LiveAgent
- Managing 360dialog WhatsApp Message Templates (separate article)
- WhatsApp Integration Overview (separate article)
- 360 dialog WhatsApp integration possible problems (separate article)
The WhatsApp integration requires a phone number, a WhatsApp Business Account, and a Meta Business Account. If you don't have the mentioned accounts, you'll be able to create them directly during the integration.
The WhatsApp integration is available on Large and Enterprise plans. To integrate WhatsApp with your LiveAgent account via 360dialog log in to your 360dialog account. To connect a new number as a WhatsApp number, click "Add number". If you already have some number(s) connected to your 360dialog account and you want to connect another new one, click on your number in the top menu first and then select "Add number". If you want to connect an existing WhatsApp number that's been previously connected through a different provider, click "Migrate number from another provider".
If you want to integrate with LiveAgent a number that's been integrated with different software and is connected to your 360dialog account, simply click on the "Manage WhatsApp Business account" button to get to the WhatsApp Business management section and generate a new API key there.
Please note that WhatsApp integration allows you to reply to customers' messages freely only within 24 hours. If you want to start a new conversation or reply to a ticket after 24 hours have passed since the last customer's message you have to use WhatsApp message templates.
While connecting a new number, a new pop-up window with a Facebook setup page will be displayed. During the process, you will need to:
- Create a new or choose an existing Meta Business Account
- Create a new or choose an existing WhatsApp Business Account and WhatsApp Business Profile
- Add and verify your phone number
During the last step, you can connect your selected phone number to your WhatsApp account and add it to your 360dialog account.
When you are submitting a WhatsApp Business Profile, it is recommended to enter the same "Business Display Name" as the business name used in your Meta Business Manager account. If you want to use another name, it must follow Meta's WhatsApp Display Name rules.
Once the process is completed, the Facebook pop-up window will be automatically closed. A notification to create an API key for the connected number will be displayed in the 360dialog panel, click on the "Generate API key instead" button.
Copy the API key, confirm the "I've copied and stored the API key" checkbox, and click on "Continue".
If you've lost the API key you can re-generate it in the WhatsApp Business management section after clicking the "Manage WhatsApp Business account" button in your 360dialog panel. The current API key cannot be displayed, only a new one can be generated.
As the last step, you might be asked to do the required Facebook Business Verification. You can verify your Business Account right away or skip the screen by clicking on "I've already verified my business" and verify it later from the Security Center in Business Manager.
To integrate your connected WhatsApp number in LiveAgent, log in to your LiveAgent admin panel and navigate to Configuration > WhatsApp > WhatsApp numbers, click on "Add a new number", and choose the 360dialog provider. After filling out and saving the integration form your WhatsApp number will be successfully integrated with your LiveAgent account.
If you do not see the "WhatsApp numbers" sub-section please enable the WhatsApp feature first in Configuration > WhatsApp.