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How to setup a WhatsApp channel?
You can manage your WhatsApp business account conversations from WhatsGPT. To set it up, you have two options to choose your provider: 1. WhatsApp Cloud API 2. Twilio We'll explain all the procedures in this guide. Prerequisites 1. You need a Meta Developer Account to setup WhatsApp API. If you dont have a developer account already click here to create one before proceeding 2. A valid phone number Using Whatsapp Cloud API WhatsApp Cloud API is available to all businesses and individual developers. Since it's hosted on Meta's cloud infrastructure, you no longer need to use third-party providers like Twilio, Zendesk, 360Dialog, or MessageBird (Business Solution Providers) to host your WhatsApp Business API. Set up your Business Profile Create a professional WhatsApp business profile with your company name, description, and contact information. A well-crafted profile helps customers recognise and trust your brand when they interact with you. Log into https://business.facebook.com and click the create portfolio button in the dropdown menu under Home Complete all required fields to set up your business portfolio. Once you have created your business portfolio, it's time to create your Facebook app. Setup your Facebook App Log into https://developers.facebook.com/ and click the Create App button. Complete the required fields Click "Other" from the options Choose "Business" as your app type Enter your contact email address and choose your business portfolio from the dropdown menu. Add Whatsapp to your app After creating your app, you'll be directed to the app dashboard. From there, click "Add Product" and choose WhatsApp from the available products list. Click the "Set up" button for WhatsApp Note: Before proceeding, verify your business with Meta. You'll need to submit documentation for verification, which is required for full API access. Set Up a Permanent WhatsApp Cloud API Access Token You'll need to create a System User and generate a permanent token to maintain secure, uninterrupted access. Log in to your Facebook developer account, select your WhatsApp app, and navigate to the Business settings page. Click on "System Users" and add a new system user with the role Admin Click the "Add Assets" button, select your app name, choose the "Full Control" option, and click "Assign assets." Return to the system users page, select your newly created system user from the list, and click the "Generate new token" button. Select your app from the dropdown menu Select these three permission levels for your token: - whatsapp_business_manage_events - whatsapp_business_management - whatsapp_business_messaging Copy and save your token Set Up WhatsApp Cloud API To create a new Meta business account, select "create a business account" from the dropdown menu. If you already have a business account, you can select it from the existing options. I'm selecting "create a business account". Click the continue button. Paste your permanent token here Add your production ready phone number Note: Meta requires a verified phone number for WhatsApp API setup. You can verify your number using an OTP (one-time password). Once you have added and verified your phone number, the next step is configuring a webhook to receive inbound messages. Connecting Your WhatsGPT Account Let's connect your WhatsGPT account with your WhatsApp Cloud API Copy your WhatsApp Phone Number ID and Business Account ID from this section Log into your WhatsGPT account, go to Settings > Inbox, and select WhatsApp channel Enter your phone number, phone number ID, and business ID from your WhatsApp API setup Add team members to your WhatsApp inbox Copy the webhook URL and webhook verification token provided here Set Up Your Webhook We need to set up the WhatsApp webhook to receive incoming customer messages sent to your business number. Your callback URL should be in the format of https://platform.whatsgpt.biz/webhooks/whatsapp/{phone_number}. Log into your Facebook developer account and navigate to WhatsApp > Configuration Paste your WhatsGPT webhook URL and verification token here, then click "Verify and Save" Set up webhook permissions by subscribing to messages That's itâyou're all done! You can now start sending WhatsApp messages through WhatsGPT. FAQâs How to configure multiple numbers under a single Facebook app? Facebook App allows configuring only a single Webhook endpoint. So create Inboxes in WhatsGPT for all the numbers as required. You will need to configure the Webhook URL provided for only one of these inboxes in the Facebook app for all the other inboxes to work. What type of Whatsapp templates are supported by WhatsGPT ? At the moment, WhatsGPT only supports text-based templates. If your template has media headers or custom components like buttons, forms, etc, they won't be shown on the WhatsGPT template selector. What are the supported media types?
WhatsGPT 101Lesson 1: Your first WhatsGPT conversation
As a WhatsGPT user, you will be able to manage multiple conversations with multiple customers from various channels on a single dashboard. Let us break down the keyword âchannelsâ from this statement. What is a channel? A channel is a mode of communication your customer selects to talk to you. Anything and everything from the list given below can be called a channel. - Your Support or work emails - Website or app live chat - Social media interactions from platforms like X (Twitter) , Instagram, Facebook - Cloud messenger interactions from platforms like WhatsApp, Line, Telegram - SMS - Chatbot - Any other app relevant to your business or use case (can be connected through APIs) You can connect one or all of such channels to your WhatsGPT account and talk to your customers. P.S. In WhatsGPT , an instance of a channel is referred to as an inbox. How WhatsGPT works for you? Based on the channels you choose to keep for your organization, your customers can contact you from any of those. Say, you enable your orgâs WhatsApp account, website live chat, and email support. Whenever a customer sends you a message through any of these channels, it will become a new conversation in WhatsGPT. Every new conversation is listed on your WhatsGPT dashboard chronologically (newest on the top). Think of it like using WhatsApp or Gmail. Whenever someone sends you a new message, it appears at the top of your list of chats, and you can attend to it whenever you want. This is what a typical list of chats coming from different channels looks like on your dashboard: Try it now: Create a conversation in WhatsGPT. Sign up for your free trial account, and you can setup your first inbox/channel with us, now. For explanatory purposes, we will setup a website (live chat) channel now. If you wish to setup a different channel instead, see the detailed step-by-step procedures here. Letâs get your first conversation from website to WhatsGPT: Step 1. Go to Settings â Inboxes â âAdd Inboxâ. Step 2. Click on the "Website" icon. Step 3. Next, fill in the fields you see on the screen. To understand what these fields mean and to finish the setup, refer to this detailed guide. Step 4. Go to the website where you enabled live chat. Open the live chat widget and send a message. Step 5. Now open the WhatsGPT dashboard, and you should be able to see the message and reply to it! đ Congratulations! You already have an active WhatsGPT account. Letâs move forward. What to do when you receive a conversation? Short answer: Just chat! Long answer: When you open a certain chat/conversation, you can reply from the reply box. WhatsGPT will send the message to your customer from the same channel they contacted you from. For, e.g. If a customer sends you an email about a delivery issue and you reply to it from the WhatsGPT chat box, they will receive your reply in their email inbox itself. And they can respond to you from their email itself. This constant exchange of messages will facilitate a conversation between you and your customer. Youâll never have to leave your WhatsGPT window, and your customer will never have to leave their email inbox (or any other channel they are using) to make a conversation. Apart from replying to your customer, you will see many options on the dashboardââPrivate Notes, Conversation Actions, Macros, and at least 15 more things to do. It could be overwhelming. But relax. All of these features shall help you get faster and better at using WhatsGPT and hence, help your customers better. We will dissect the dashboard and learn everything about it in the next lesson.
WhatsGPT 101Lesson 2: Dashboard Basics
By the end of this lesson, you will understand all the key things you can do on the WhatsGPT dashboard. The screenshot given below represents your typical dashboard. It has been categorized by differently colored numbers for better distinction and understanding. Let us pick each numbered section one-by-one and understand the anatomies of the dashboard. 1. WhatsGPT icon Click on the WhatsGPT icon to go to the dashboard any time. 2. Sidebar controls From top down: Icon 1: View your conversations (people contacting/contacted you) Icon 2: View contacts (people who have ever contacted you on WhatsGPT + the ones you manually added) Icon 3: View Reports (statistics about your conversations and everything related) Icon 4: View Boards to look over your business' overall operations Icon 5: Create a Help Center (or a Knowledge base, if you call it that) Icon 6: Go to Account Settings 3. Sidebar controls â set two From top down: Icon 1: Read our docs to solve product-related queries Icon 2: View notifications Icon 3: Go to personal profile settings 4. Currently viewing This shows the connected org./company for which you are receiving messages from customers. If you have two orgs./accounts connected with a single email ID, you can switch between your accounts from here. 5. Connected stuff In this section, you can see all the connected inboxes and enabled features of WhatsGPT. Let us understand them one-by-one. Conversations All Conversations: All the conversations your account has received. Mentions: Conversations where your teammates have mentioned you. Unattended: Conversations without a single reply. Teams The internal teams you have created for working collaboratively. Inboxes Inboxes are channels that you have connected to your WhatsGPT account. You can click on any one inbox at any time to view only the conversations coming in from that inbox. Labels Your created labels for organizing your conversations. 6. Conversations This will be your most-used part of the dashboard. Let us look at each part separately. Search bar Type in a keyword you remember from a conversation or the contactâs name to display a list of matching results. Switch your dashboard layout Choose how you want to view your WhatsGPT dashboard. You can choose to hide your chat queue, giving more space to your chat window. Filter conversations Choose from various filters to only see the conversations you need to see. List of conversations This section enlists your conversations chronologically (newest/last received on top). You can switch among the âMineâ, âUnassignedâ, and âAllâ tabs to respectively view the conversations assigned to you, the conversations with no assigned agent taking care of it, or all of them. Each conversation card shows the inbox/channel that conversation comes from, assigned agent, last sent message, time stamp, and associated labels. 7. Customer basic info Name of the customer, followed by the channel they contacted you from. 8. Reply box Type here to send a message to your customer. You can format rich text, insert emojis, attach files, or even record a voice note. If you switch over to the Private Note tab, you can send private messages to your teammates and discuss customer queries before replying to the conversation. You can also expand your text box by clicking on the icon on the top-right side of the Reply Box. 9. Conversation actions Icons as seen from left to right: Mute Mute a conversation to stop receiving notifications for the same. Send transcript Send the full chat transcript to the customer, assigned agent or any other email address. Resolve conversation Use when you want to close a conversation; generally used when the associated concern of the customer has been rectified. Other options from the dropdown: Mark as pending Using this option sends the conversation to the Pending chats list. Snooze until Snooze a conversation when you need to wait for a certain period or for a reply from the customer to take the conversation forward but cannot close it yet. 10. Contact details A concise view of all the available info of the contact followed by these 4 options: - New message - Edit contact - Merge contact - Delete contact You can also click on the icon next to the contact name to get an expanded view of the contact details and see any related contact notes. 11. Conversation Actions Assigned Agent Use this dropdown to view the list of agents in your account and select one to assign the conversation to them. Assigned Team Use this dropdown to view the list of internal teams in your account and select one to assign the conversation to them. Conversation Labels Click on â+Add Labelsâ to view the list of labels in your account and select the ones that fit. 12. Macros Expand this section to view the list of the macros you setup for your account. A macro is a set of sequential saved actions, like labelling a conversation, sending an email transcript, sending an attachment, etc., which you can define from your WhatsGPT Settings. When you select a Macro and run it, you can execute a sequence of pre-defined actions in one click. 13. Conversation Information Expand this section to view the conversation âdemographicsâ. 14. Contact Attributes Expand this section to view and apply custom account attributes which can be defined from the Account Settings. 15. Previous Conversations Expand this section to get a list of all the previous conversations associated with the contact. 16. Conversation Participants Expand this section to get a list of all the employees that participated in this conversation. Feeling confident about the dashboard? That probably took 5 minutes! Let us understand all the core features next. Go to Lesson 3A now.
Other ChannelsHow to setup a Facebook channel?
If you are using a self-hosted WhatsGPT installation, please setup your Facebook app as described in the this guide. For the cloud version of WhatsGPT , please follow the steps below. Step 1. Go to Settings â Inboxes â âAdd Inboxâ. Step 2. Click on the "Messenger" icon. Step 3. Click the Facebook login button. It will open a new window for you to login. Step 4. Authenticate with Facebook and select the page you want to connect. Enable all permissions shown in the list. This will help WhatsGPT to perform all the desired actions smoothly. Step 5. You can now select your Facebook page from the dropdown menu that appears on WhatsGPT. Step 6. "Add agents" to your Facebook inbox. You have successfully created a Facebook inbox. Whenever a customer sends a message to your Facebook page, you will be able to see and reply to it in WhatsGPT. Additional Inbox settingsâ Your freshly configured Facebook inbox should now appear in your list of inboxes. To see this and to make additional settings in your Facebook inbox, go to Settings â Inboxes â click the gear icon on the associated Facebook inbox. You will see the following screen: Settings tabâ Enable channel greeting. Once you enable this, WhatsGPT will send a greeting message to new conversations created through your Facebook inbox. Enable CSAT. Once you enable this, your Customer Satisfaction survey will be launched every time a ticket is resolved. The CSAT results can be viewed later in the Reports section. Reauthorize. Whenever you need to reconnect and reauthorize your Facebook page, do it from this button. Collaborators tabâ Click on the Collaborators tab. Here, you can add Agents to the Inbox or delete Agents who have been already added in the Inbox. You can also enable or disable the automatic assignment of new conversations to the agents added to this inbox. Click on Update to save the changes. Business Hours tabâ Click on the Business Hours tab. In this section, you can set the working hours of your team associated with the Facebook inbox. Click on the check box for Enable business availability for this inbox if you have well-defined business hours. Once the check box is ticked, the below section opens up. You can write your message to be displayed to the customer during OFF business hours. You can also select the available business hours for each day of the week, along with the proper time zone. Click on the Update Business Hour Setting Button.
Other ChannelsHow to setup an Instagram channel?
f you are using a self-hosted WhatsGPT installation, please set up your Instagram app as described in this guide. For the cloud version of WhatsGPT , please follow this guide. Prerequisites Before bringing your Instagram inbox to WhatsGPT , you need to make sure that you have a Business Instagram account. Step 1. Set up a Business Instagram account if you don't have one. This guide from Instagram will help you do the same. Step 2. Make sure your Facebook page is connected to this Instagram account. To connect Facebook and Instagram, follow these steps: 1. Go to https://www.facebook.com/pages/?category=your_pages. 2. Select Your Page. 3. Go to Settings. 4. Select âInstagramâ and connect your business account as shown below: Now switch back to WhatsGPT App. How to create an Instagram inbox in WhatsGPT? Step 1. Go to Settings â Inboxes â âAdd Inboxâ. Step 2. Click on the "Messenger" icon. Step 3. Click on the Facebook login button. It will open a new window for you to log in. Step 4. Authenticate with Facebook, select an Instagram account and select the page you want to connect. Enable all permissions shown in the list. This will help WhatsGPT to perform all the desired actions smoothly. Step 5. "Add agents" to your Instagram inbox. You have successfully created an Instagram inbox. Whenever a customer sends a message to your Instagram account, you will be able to see and reply to it in WhatsGPT .
IntergrationsSetting Up Instagram Account
1. A valid facebook account. 2. A valid facebook page. 3. A valid instagram professional account. Register A Facebook Appâ To use Instagram Channel, you have to create a Facebook app in the developer portal. You can find more details about creating Facebook developer app here. 1. Click on the "Create App" button facebook_create_app 1. Select the option "Other". facebook_other_app 1. For the app type, choose "Business" facebook_business 1. Enter basic details like the app name and email. facebook_business_details Once you register your Facebook App, you will have to obtain the App Id and App Secret. These values will be available in the app settings and will be required while setting up WhatsGPT environment variables. facebook_app_id Configuring the Environment Variables in WhatsGPT â Configure the following WhatsGPT environment variables with the values you obtained during the Facebook app setup. The IG_VERIFY_TOKEN should be a unique and secure string that you provide when configuring the Instagram app. Restart the WhatsGPT server after updating the environment variables IG_VERIFY_TOKEN= FB_APP_SECRET= FB_APP_ID= Configure the Facebook Appâ In the app settings, add your "WhatsGPT installation domain" as your app domain.facebook_app_domain Add the "Instagram Graph API" product via the Facebook app dashboard.instagram_product Go to the app settings and select "Webhooks". From there, choose Instagram and click on the "Subscribe to this object" button.instagram_webhooks Provide the Callback URL as {your_whatsgpt_installation_url}/webhooks/instagram and the Verify token as IG_VERIFY_TOKEN from your environment variable.instagram_webhook_url Connect the facebook page with instagram accountâ Go to Facebook pages and select your page and open the settings facebook_page_settings Go to "Linked accounts" and connect your instagram professional account. facebook_connect_instagram Select the option "Business"instagram_connect_facebook Select the instgram account category select_category_instagram If everything is okay, you will see the message "Instagram connected.â instagram_connect_success Head over to WhatsGPT and create a Messenger inbox. Please refer to this guide for more details on creating a Messenger inbox in WhatsGPT . So whenever you receive any message on Instagram, it will redirect to your Facebook page. Testing the Instagram channelâ Until the application is approved for production, Facebook wouldn't send the new messages on your instagram to WhatsGPT . To test the changes until the app is approved for production. Follow the steps 1. Create a Test app for your app. facebook_instagram_test Add the Instagram Graph API product via the Facebook app dashboard.instagram_product Go to the app settings and select "Webhooks". From there, choose Instagram and click on the "Subscribe to this object" button.instagram_webhooks Provide the Callback URL as {your_whatsgpt_installation_url}/webhooks/instagram and the Verify token as IG_VERIFY_TOKEN from your environment variable.instagram_webhook_url Open the test app and add extra product for the test app: Instagram Basic Display instagram_basic_display In the app settings, add the platform "Website" and give Site URL as your installation URL. instagram_app_platform Head over to the Instagram Basic Display section and create a new app. instagram_basic_display_settings Add Instagram Testers by clicking "Add or Remove Instagram Testers" button. instagram_testers Make sure that you have selected the role Instagram Tester while creating a new tester. instagram_tester_list Click on Edit subscriptions under Webhook > Instagram and subscribe to the following, message_reactions messages messaging_seen instagram_subscription Note: You should do this step for both normal and test apps. Head over to WhatsGPT and create a Messenger inbox. Please refer to this guide for more details on creating a Messenger inbox in WhatsGPT . . Send a message to the connected Instagram account from Instagram Testers, and it should appear in WhatsGPT now Going into production.â Before you can start using your Facebook app in production, you will have to get it verified by Facebook. Refer to the docs on getting your app verified. Obtain advanced access to the required permissions mentioned below for your Facebook app instagram_manage_messages instagram_basic pages_show_list pages_manage_metadata pages_messaging business_management Note: If your facebook app's version is more than 7.0 then you will need extra permission according to facebook's updated policy. Make sure you get permission for. pages_read_engagement Developing or Testing Facebook Integration in your machineâ Install ngrok on your machine. This will be required since Facebook Messenger APIs will only communicate via https. brew cask install ngrok Configure ngrok to route to your Rails server port. ngrok http 3000 Go to the Facebook developers page and navigate into your app settings. Add localhost as your app domain and add a privacy policy URL in the app settings. In the Webhook > Instagram settings shown in the above image, configure the callback url with the following value. {your_ngrok_url}/webhooks/instagram Update verify token in your WhatsGPT environment variables. You will also have to add a Facebook page to your Access Tokens section in your Messenger settings page. Restart the WhatsGPT local server. Then, your WhatsGPT setup will be ready to receive Facebook messages. Test your local Setupâ 1. After finishing the setup above, create a Messenger inbox after logging in to your WhatsGPT Installation. 2. Send a message to your Facebook Page from your Instagram account. 3. Wait and confirm incoming requests to /webhooks/instagram endpoint in your ngrok screen. 4. You can also verify your callback URL by clicking on Test for the subscribed Instagram fields. Go to webhook Instagram and click on Test with v11.0subscribe Note: You can have only one app connected to the WhatsGPT for Instagram and Facebook combined as the Messenger platform is common. But suppose you want to have separate channels for Instagram and Facebook. In that case, you can have multiple Facebook pages inside your app that would be connected to Facebook users and Instagram users separately and then connected to the different inbox in the WhatsGPT page. Checklistâ 1. Integrate the Facebook test app and Send a message from the Instagram tester to the connected account. 2. Make sure your Instagram account is a business account. 3. If the Instagram test account can receive the message and forward it to the webhook URL, then submit it for review. 4. If the Instagram test account is not able to receive the message and forward it to the webhook URL - Check the logs if you are receiving the message to {your-app-url}/webhooks/Instagram - If the logs are present for the above endpoint, if there are any errors, then reach out to us. We will help you out. - If the logs aren't present for the above endpoint, then raise a bug for the Facebook team or follow this bug https://developers.facebook.com/support/bugs/468852858104743/ 5. If you are not facing the above issue and can get the message, but the review isn't passing, then reach out to the reviewer. - When your app gets rejected, open the rejected submission. You can see the messenger icon in the bottom right corner to support you with your rejected review. - You can talk to the support team and ask your questions about the submission and the reason for the rejection. 6. If your test app passed the review, it's good to go into production. 7. If you face an issue on production that you cannot receive the messages, then reach out to us with the error logs.