Add a WhatsApp Personal Account Channel
WhatsApp Personal Account
LiveDesk supports adding a WhatsApp personal account channel to communicate with users. This feature allows you to:
- Automatically receive messages from WhatsApp and assign them to the appropriate team or customer service agent.
- View the profile details of users who send messages.
- View, manage, and reply to all messages in the conversation or ticket list.
Preparations
LiveDesk connects WhatsApp personal accounts through the Unipile Messaging API. Before creating a channel, you need to create an account on the Unipile platform and connect your WhatsApp account. The steps are as follows:
- Visit the Unipile platform. If you do not have an account, register first. After logging in, go to the console. First, create a token. After creating it, save your DSN and token information, which will be required when creating the channel.
- Connect your personal WhatsApp account. After creating the token, you also need to authorize your WhatsApp personal account in Unipile. Follow the instructions to complete the authorization and connection process. After the connection is successful, the authorized WhatsApp personal account will appear in your Unipile account list.
"Add Channel" - "WhatsApp"
Select Add Channel, then select WhatsApp Personal Account to create a channel.
Enter Configuration Information
Enter the configuration information according to the instructions in the interface. You can specify the channel name as needed. In the API Address field, enter the DSN address obtained from Unipile (for example, api22.unipile.com:xxxxx), and in the API Key field, enter the generated token.
After completing the configuration, click Test Connection. If the test is successful, a confirmation message will be displayed, and you can proceed to the next step.
If your Unipile account already has an authorized WhatsApp account, the interface will display the relevant account list. Select the WhatsApp account you want to connect. If you need to authorize another account, select Go to Unipile Authorization.
Select an account, assign customer service agents to the channel, and click Confirm to complete channel creation.
Detailed Settings
After creating the channel, you can configure detailed settings in the corresponding channel.
Integration
- Personal account type: The type of connected personal account. The default is WhatsApp.
- Authorized personal account: The ID of the WhatsApp personal account authorized for the channel.
- Unipile account ID: The unique ID assigned by Unipile to the personal account.
- Unipile API address (DSN): Displays the Unipile DSN address configured when the channel was created.
- Unipile API Key: Displays the token configured when the channel was created.
- Unipile Webhook URL: Displays the webhook URL associated with the channel. Messages are sent and received through webhook delivery. No configuration is required; this field is for display only.
Settings
- Set the channel greeting message. This option is disabled by default. Enter a custom greeting message, which will be sent automatically to customers when they start a conversation.
- Enable CSAT.
After this feature is enabled, a customer satisfaction survey will automatically start whenever an issue is resolved. CSAT scores can be viewed later in the reports section.
Business Hours
You can set the team's business hours.
If business hours are clearly defined, select the Enable business availability for this inbox (Enabled) checkbox. After selecting it, the corresponding parameter settings will appear below. You can set an unavailable message to be sent to visitors outside business hours. You can also select business hour ranges and the corresponding time zone for each day.
