Creating a WhatsApp Business Channel

To create a WhatsApp business channel:

1. Go to Settings > Messaging Channels.

2. Click Add New Channel.
3. From the Type drop-down list, select Whatsapp business.
4. Provide a dedicated channel name to present the business logic messages you send through this channel.
5. In the Authentication Token field, enter the Meta auth token related to your WhatsApp Business Account (WABA). Check the Generating a WhatsApp Business Token section below for more details.
6. In the Business Id field, provide the Meta business ID related to your WhatsApp Business Account (WABA). Check the Getting the WhatsApp Business ID section below for more details.
7. Click Create.
8. A new channel is created and added to the Messaging Channels table with the following information on all existing channels:

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NOTE

If you have issues configuring your channel, please click here to request assistance and our support team will be happy to help you configure your first business channel.

9. Click the + button next to Channel Type or select the event name to view the list of existing events for any channel with the following information:

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IMPORTANT

Note that WhatsApp templates can’t be changed from the CommPeak Dialer side: you can only map the relevant placeholders inside to make the content more personal for the receiver:

Also, you can modify the following message data and enable the Send SMS only in the specific hours option if you want to limit sending message hours to your leads according to the lead country/timezone.

• Is Public - enable to allow agents to use the event to connect with the lead while on a call.
• Limit amount of the SMS per same call (mandatory) - define how many times the agent triggers the event by sending an event body message to the callee on the same call. This setting is defined to prevent spamming your audience.

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NOTE

• Be aware that we detect related countries according to a lead timezone, therefore, make sure you cover the entire list of relevant countries. For example, Vatican Time Zone is not included in Italy. For more details on how to set calling times across multiple timezones, check the Default Timezones Management article.
• Messages defined to be sent outside the allowed timeframe will be queued and sent within the next allowed timeframe.

Generating a WhatsApp Business Token

As one of the steps of creating a WhatsApp channel, you need to enter a WhatsApp Business token and your WhatsApp Business ID.

You will also learn how to configure Webhooks in your app to be alerted at WhatsApp-related actions.

To create a token:

1. In your Meta Business Suite account, navigate to the Settings menu (the gear icon), expand Users, and select System Users. You can also use the following link: https://business.facebook.com/latest/settings/system_users.

2. Click Add.

   

3. In the window that pops up, enter the name for the user and select the Admin role.

4. Click Create system user.​

   

5. On the System users page, click Generate token. ​​

   

6. A new window will pop up where you should specify token attributes:

   1. Select the app for which you are creating the token.

      

   2. Select the token expiration option.

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   NOTE

   Please make sure you select Never as you are creating a permanent token.

   

   1. Assign the following permissions to the app: whatsapp_business_management and whatsapp_business_messaging.​​

      

   2. Click the Generate token button.​

      

7. You will see your token on the screen. Copy it and click Done.​

   

8. You can insert the token in the Auth token field when creating a WhatsApp stream.

Getting the WhatsApp Business ID

1. Expand the Accounts section in the Settings menu and select WhatsApp Accounts. Alternatively, use the link: https://business.facebook.com/latest/settings/whatsapp_account

2. Copy the ID under the needed WhatsApp account.​

   

Use this ID for the Business ID field when creating a WhatsApp business channel.

Configuring Webhooks

Set up webhooks for your app to be alerted when you receive a message or when its status changes.

To set up webhooks:

1. Go to your account at Meta for Developers, navigate to Apps, and select the app you need.

2. In the main menu on the left, expand the WhatsApp section and select Configuration.​

   

3. In the Webhook section, specify the webhook callback URL:

   1. Click Edit.

      

   2. In the pop-up window that appears, enter the needed details.​
      Callback URL: https://textpeak-streams.commpeak.com/webhooks/whatsapp​/
      Verify token: SismaKala

   3. Click Verify and save.

4. Select the webhook fields:

   1. Click Manage.

   2. In the window that pops up, select the following webhook fields:

      • messages
      • phone_number_name_update
      • template_category_update.

      

   3. Click Done.

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IMPORTANT

We recommend selecting v18.0 in the Subscription version column.

The token is added.