WhatsApp Business: Connect with over 2 billion users

The integration should be up and running now. You should see the number listed as connected on the integration page in the LiveChat app. You can manage your number there, disconnect it, and change the group it is assigned to.

The WhatsApp chats will just appear on the list of chats and be assigned to the agents who are online. If your agents are offline or you have a Manual selection set up, the WhatsApp messages will appear on the list of Unassigned chats.

The messages will be marked with a little WhatsApp icon next to the name of the customer. You will also be able to see the customer’s phone number in the Details bar on the right.

Owing to the Facebook/WhatsApp policy, you have 24 hours to respond to a message. After that time, the chat will be archived and you won’t be able to reply. This policy is in place to protect against spamming.

The integration supports rich messages, however, it does not support multiple types of buttons within one message. If you’re using ChatBot, make sure that each rich message contains only one type of button, e.g. only quick replies, only URLs, etc.

How to manage connected numbers

You can manage your connected number in the following way:

• Change the group the number redirects chats to
• Disconnect the number

In order to make the changes, enter the integration panel in the LiveChat app and expand the … dropdown on the right side of the number. Select the Change group or Delete option and save the changes.

Message Templates

Thanks to the official WhatsApp Business API you can benefit from advanced messaging options, like the message templates.

WhatsApp message templates are notifications that your business can distribute automatically. You can customize them to send out tailored messages to your visitors - like appointment reminders or payment status updates.

There are 10 supported template categories you can choose from:

Templates can be customized to fit your business profile. For example, you can:

• Personalize them with simple variables
• Make them multilingual with your own translations
• Share files, play videos, or include CTA buttons

How to create Message Templates

Before your template starts working, it is reviewed by the Meta team. It may take a few days before it gets accepted and is allowed to work.

Read more about the templates in the official documentation and follow the setup instructions to install them on your WhatsApp account.

If you’ll encounter any issues related Message Templates setup process, please contact the 360dialog support team. They’ll be able to guide you through the process and help with any issues you may encounter.