Add WhatsApp Cloud

LiveDesk supports users to add WhatsApp channels for conversations with customers. It provides three API supply methods: WhatsApp Cloud, Twilio, and EngageLab WhatsApp. The following instructions are for adding WhatsApp Cloud.

Prerequisites

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

Create WhatsApp Business Account

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

Set up business profile

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

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

Set up application

Log in to your Meta Developer account and click the "Create App" button. Fill in the relevant settings. Select "Other" from the options, then choose "Business" as the app type in the interface that appears.

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

Add WhatsApp Application

After completing the app creation, the page will redirect to the app control panel. Select "Add Product" and choose "WhatsApp" from the list of available products. Then click "Settings"

Note: Before proceeding, please verify your business information through Meta. You need to submit verification documents to gain full API access.

Obtain Permanent WhatsApp Cloud Token

Create a system user and generate a permanent token to ensure secure and uninterrupted access.

Log in to your Facebook Developer account, select the WhatsApp application, click "Set up", and enter the Business Management Backend. Select "Users" → "System Users" and create an admin system user.

After creation, click the "Select resources and assign permissions" button, select your app name, choose the app created in the previous step in the popup that appears, and complete the setup.

Return to the system users page, select the newly created system user from the list, and 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 completing the creation, a token will be generated. Copy and save this token.

Set Up WhatsApp Cloud API

Go to 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 it from the provided options. In the WhatsApp → API Setup settings, paste the permanent token generated in the previous step. 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.

Add Channel in LiveDesk

From the API Setup interface of the Facebook Developer Console in the previous step, copy the WhatsApp phone number ID and business account ID. Fill in the configuration information as prompted on the interface, then click "Confirm" to complete the process.

Phone Number

Enter the phone number obtained earlier.

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 completing the creation, the interface will redirect back to the corresponding webhook URL and webhook verification token.

Set Up 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 verification token in the corresponding positions, then click "Verify and Save". Set up 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

Disabled by default. Customize the greeting message to be automatically sent to customers when they start a conversation.

Enable CSAT

After enabling this feature, a customer satisfaction survey will be automatically initiated after each issue is resolved. CSAT scores can be viewed in the subsequent report section.

Conversation Assignment

Displays the conversation assignment rules for 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 they meet the routing rule requirements. When multiple routing rules exist simultaneously, they are traversed in order, and if they meet the rules, they are assigned according to the rules.

When the current scenario does not meet the routing rules, it is prioritized to be assigned to AI Agent.

When there is no AI Agent, it will be assigned to the corresponding Human Agent. Supports automatic assignment, providing concurrent load distribution mechanism and sequential average distribution mechanism.

Human Agent

Supports setting human agents to handle conversation messages for this channel, and can add and remove them.

AI Agent

Supports setting AI agents to handle conversation messages for this channel, can choose to enable and disable use, and supports adding GPT AI Agent.

Working Hours

You can set the team's working hours.

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