Add WhatsApp Cloud

LiveDesk supports users to add WhatsApp channels to converse with customers. Provides three API supply methods: WhatsApp Cloud Service, Twilio, and EngageLab WhatsApp. The following explains how to add WhatsApp Cloud Service.

Prerequisites

You need a Meta Developer Account to set up the WhatsApp API. If you don't have an account yet, create one as required.
A valid phone number.

Get WhatsApp Cloud API

The WhatsApp Cloud API is open to all businesses and individual developers. Since it is hosted on Meta's cloud infrastructure, there is no longer a need to use third-party providers (Business Solution Providers) such as Twilio, Zendesk, 360Dialog, or MessageBird to host the WhatsApp Business API.

Set Up Business Profile

Create a professional WhatsApp business account, including company name, profile, and contact information. Log in to the Meta Business Suite, then click the "Create Business Portfolio" button in the dropdown menu under "Home".

Fill in all required information as displayed on the interface to complete creation.

Set Up Facebook App

Log in to your Meta Developer Account and click the "Create App" button. Fill in the corresponding setting information. Select "Other" in the options, and select "Business" as the app type after entering the interface.

Enter your contact email address and specify the business portfolio just created from the dropdown menu.

Add WhatsApp to App

After completing the app creation, the page will jump to the app dashboard. Select "Add Product", select "WhatsApp" from the list of available products. Then click "Set Up".

Note: Before proceeding, please verify your business information with Meta. Verification documents need to be submitted to obtain full API access.

Set Permanent WhatsApp Cloud API Token

Create a system user and generate a permanent Token, which ensures secure and uninterrupted effective access.

Log in to the Facebook Developer account, select the WhatsApp App, and then jump to the "Business Settings" page. Click "System Users" and create an administrator system user.

After creation, click the "Add Assets" button, select your app name, select the "Full Control" option, and then click "Assign Assets". Return to the System Users page, select your newly created system user from the list, and then click the "Generate New Token" button.

Select the created app from the dropdown menu and check the following three permission levels:

whatsapp_business_manage_events whatsapp_business_management whatsapp_business_messaging

              
              whatsapp_business_manage_events

whatsapp_business_management

whatsapp_business_messaging

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After creation is complete, a Token will be generated. Copy and save this Token.

Set Up WhatsApp Cloud API

Enter the Facebook Developer Platform. If you need to create a new Meta Business Account, select "Create Business Account" from the dropdown menu. If you already have a Business Account, select from the provided options. Paste the permanent Token generated in the previous step in the WhatsApp --> API Setup settings. Select the prepared phone number.

Note: Meta requires a verified phone number to set up the WhatsApp API. You can use a One-Time Password (OTP) to verify your number.

LiveDesk Add Channel

Copy the WhatsApp Phone Number ID and Business Account ID from the API Setup interface of the Facebook Developer Console in the previous step. Fill in the configuration information according to the interface prompts, and click "Confirm" when finished.

Phone Number

Enter the phone number obtained above.

Business Account ID

The Business Account ID obtained from the Facebook Developer Console.

Phone Number ID

The Phone Number ID obtained from the Facebook Developer Console.

API Key

Enter the permanent Token generated in the previous step.

After creation is complete, the interface will jump back to the corresponding webhook URL and webhook verify token.

Set Webhook

You need to set up a WhatsApp webhook to receive customer messages sent to the business number. Log in to your Facebook Developer account, go to WhatsApp ---> Configuration, paste your LiveDesk webhook URL and verify token into the corresponding locations, and then click "Verify and Save". Set webhook permissions by subscribing to messages.

Detailed Settings

After creating the channel, you can set detailed configuration information in the corresponding channel.

Settings

Set Channel Greeting Message

Defaults to off. Enter a custom greeting message that is automatically sent to the customer when they start a conversation.

Enable CSAT

When this function is run, a customer satisfaction survey will be automatically launched for every problem resolved. CSAT scores can be viewed in the subsequent report section.

Conversation Assignment

Displays the conversation assignment rules corresponding to the current channel. Supports Routing Rules, AI Agent, and Human Agent responses. Conversation assignment priority order: Routing Rules > AI Agent > Human Agent.

When routing rules exist, it first determines whether the routing rule requirements are met. When multiple routing rules exist simultaneously, they are traversed in order, and if a rule is met, assignment is done according to the rule.

If the current scenario does not satisfy routing rules, it is prioritized for assignment to the AI Agent.

When no AI Agent exists, it will be assigned to the corresponding Human Agent. Supports automatic assignment, providing assignment mechanisms based on concurrent load and sequential average distribution.

Human Agent

Supports setting human agents to handle conversation messages for this channel, which can be added and removed.

AI Agent

Supports setting AI agents to handle conversation messages for this channel. You can choose to enable or disable usage, and support adding GPT AI Agents.

Business Hours

You can set the working hours for the team.

If there are clearly defined business hours, please check the "Enable business availability for this inbox (Enabled)" checkbox. After checking the box, the corresponding parameter settings will be displayed below. You can set unavailable messages for visitors during off-hours. You can select business hour intervals and corresponding time zones for each day.

Whatsapp Cloud