Admin Guide: WhatsApp Business Integration in BoldDesk via Meta Cloud API
BoldDesk is proud to unveil an innovative and state-of-the-art solution that facilitates seamless integration with the popular messaging platform, WhatsApp. This solution is specifically designed to empower businesses by significantly enhancing their customer engagement strategies, thereby fostering stronger relationships with their clients and ensuring a more personalized and efficient communication experience.
Key Features of WhatsApp
The following are the key features of WhatsApp:
- WhatsApp Direct Communication: This is a widely used messaging platform where customers can instantly connect with support agents, ensuring smooth and effortless communication.
- Real-Time Engagement: Provides quick responses to messages, inquiries, and feedback from customers, boosting satisfaction levels.
- Multimedia Interaction: Effortlessly share text, images, videos, documents, and more with ease, enhancing communication and overall customer experience.
- Template Messaging: Allows you to send responses using a WhatsApp template.
- Group-Based Assignment: The chat is automatically assigned to a group based on your configuration when the user initiates the message from WhatsApp.
- Multichannel Support: Multiple business phone numbers can be configured for your helpdesk WhatsApp integration.
Explore this video tutorial to gain further insights:
Configure WhatsApp in BoldDesk via Meta Cloud API
In order to successfully integrate WhatsApp with the BoldDesk platform, it is essential to first undertake the necessary steps to properly configure WhatsApp within the Meta platform. This configuration process serves as a foundational prerequisite to ensure smooth and effective integration between the two systems.
Learn more about How to Set Up WhatsApp in Meta.
After setting up WhatsApp within Meta, proceed with the following steps to configure WhatsApp in BoldDesk:
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Go to Admin > Chat > WhatsApp > Meta Cloud API.
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Click the Configure option to integrate WhatsApp with BoldDesk.
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Upon clicking Configure, a pop-up will appear requesting the App ID, App Secret, and WhatsApp Token. Enter the required values, which can be obtained after setting up WhatsApp within Meta, and then click Verify and Continue.
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After verification is successful, BoldDesk will provide the Webhook URL and Webhook Token.
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Copy the Webhook URL and Webhook Token and proceed to configure them on the Meta Developer’s website. Learn more about How to Configure WhatsApp Webhooks in Meta.
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Click Save. The WhatsApp integration will be configured successfully.
Add a WhatsApp Account in BoldDesk
Follow the steps below to configure the WhatsApp account in BoldDesk:
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Click Admin > Chat > WhatsApp > Meta Cloud API > Manage.
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Click Add Account.
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Provide a Name for the account and enter the WhatsApp Business ID and Phone Number ID that you copied from the Meta Developer site.
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Choose the Brand and Group, then select Verify and Continue to proceed.
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Enable the required options based on your needs and click the Save option.
- Read Receipts: Indicates that messages have been read by the recipient.
- Welcome Message: Sent automatically when a new customer contacts your support team for the first time.
- Offline Message: Sent when a customer contacts your support team outside of business hours or when support agents are unavailable.
- Conversation Closure Message: Sent automatically at the end of the conversation.
- AI Agent Assistance: It allows AI assistant to automatically handle customer inquiries. Here, select the Handover method (Auto-assign to AI agent or Manual Handover) and the AI Agent to use on the account.
- Reopen Conversation: Enabling this feature allows users of a resolved conversation to reopen a chat, within the configured “reopen interval,” instead of initiating a new chat.
- Auto-tag Conversations: When a conversation is created, tags are automatically added.
FAQs
1. Can I use my personal WhatsApp number for integration?
No. BoldDesk only supports WhatsApp Business numbers for integration. Personal WhatsApp accounts are not compatible with the Meta Cloud API.
2. Is there a way to automatically tag WhatsApp conversations?
Yes. Enable Auto-tag Conversations in the account settings to automatically add tags when a conversation is created.
3. Can customers reopen a resolved WhatsApp conversation?
Yes. If you enable the Reopen Conversation feature, customers can reopen a resolved chat within the configured “reopen interval” instead of starting a new conversation.
