WhatsApp Business API Integration
Connect WhatsApp Business API to provide customer support through the world's most popular messaging platform.
WhatsApp Business API Overview
Features
- Rich Media Support: Send images, documents, videos
- Template Messages: Pre-approved message templates
- Interactive Messages: Buttons, lists, and quick replies
- Business Profile: Display business information
- Message Status: Delivery and read receipts
Requirements
- WhatsApp Business API account
- Facebook Business Manager account
- Verified business phone number
- Approved message templates
Setup Process
1. WhatsApp Business API Setup
- Apply for WhatsApp Business API access
- Complete business verification process
- Set up webhook endpoints
- Configure business profile
2. eeV.ai Integration
- Navigate to Integrations > Communication
- Select WhatsApp Business integration
- Enter API credentials:
- Phone Number ID
- Access Token
- Webhook Verify Token
- Configure webhook URL
3. Message Templates
- Create message templates in Facebook Business Manager
- Submit for WhatsApp approval
- Configure templates in eeV.ai
- Set up template categories (utility, marketing, authentication)
WhatsApp Features
Message Types
Text Messages
- Plain text communication
- Emoji and formatting support
- Character limit considerations
Media Messages
- Images: JPG, PNG formats
- Documents: PDF, DOC, XLS files
- Videos: MP4 format support
- Audio: Voice messages and audio files
Interactive Messages
- Quick Reply Buttons: Up to 3 options
- List Messages: Multiple choice selections
- Call-to-Action Buttons: Phone and URL buttons
Conversation Management
24-Hour Window
- Free-form messaging within 24 hours of customer message
- Template messages required outside window
- Conversation session management
Message Status Tracking
- Sent, Delivered, Read status
- Error handling and retry logic
- Message queue management
Automation Features
Auto-Responses
- Welcome messages for new conversations
- Business hours notifications
- FAQ auto-responses
Chatbot Integration
- AI-powered response suggestions
- Automated query resolution
- Seamless handoff to human agents
Best Practices
Message Guidelines
- Keep messages concise and clear
- Use appropriate message templates
- Respect customer privacy
- Follow WhatsApp commerce policy
Customer Experience
- Respond promptly within business hours
- Use rich media when appropriate
- Provide clear call-to-action options
- Maintain professional tone
Compliance and Policies
WhatsApp Policies
- Commerce Policy compliance
- Business Policy adherence
- Template message guidelines
- Spam prevention measures
Data Protection
- End-to-end encryption
- GDPR compliance
- Data retention policies
- Customer consent management
