WhatsApp Channel Integration

Explore the WhatsApp channel integration in Ebbot's Chat platform.

The WhatsApp channel integration in Ebbot

Bring your Ebbot chat agents into your end users most familiar messaging channel by integrating it with WhatsApp. This allows your end users to interact with the chat agent through a WhatsApp conversation, creating a seamless and efficient support experience. The functionality mirrors the Ebbot chat widget, providing a consistent user experience.

The WhatsApp bot is tied to a business phone number in WhatsApp, Your end users can add it as a normal contact and chat with it like any other person in their contacts.

Requirements and setup

Follow these steps to setup the WhatsApp channel integration for Ebbot chat.

Create a developer account

1. Navigate to https://developers.facebook.com/async/registration and create a developer account.

2. See more info at https://developers.facebook.com/docs/development/register.

Create a business app

1. Navigate to https://developers.facebook.com/apps/creation/ and create a business app.

2. On the first step, enter the app name and owner's email address.

3. On the second step, select Business. If you don't have that option, select Other.

4. On the third step ("Select an app type"), select Business. Click Next, and select the Business portfolio that you just created.

5. See more info at https://developers.facebook.com/docs/development/create-an-app/.

Add products to your app

1. After the app is created, you are redirected to the app page. Click Set Up next to the WhatsApp product.

2. From the left menu, select WhatsApp and API Setup. Add the business phone number from "Step 5: Add a phone number" and a payment method from "Step 6: Add payment method".

3. From the left menu, select Webhooks. On the new page, select WhatsApp Business Account in the dropdown, then click Subscribe to this object.

4. Copy the Webhook URL from the Ebbot setup page and paste it into the Callback URL field in Facebook. Enter Ebbot in the Verify token field, then click Verify and save.

5. Switch your WhatsApp app from Development mode to Live at the top of the page.

Create a system user

1. Navigate to https://business.facebook.com/ and select your business portfolio from the left, then click Visit Settings.

2. In the left menu, click System users and add a system user. Select Admin as the System user role.

3. Click the three dots on the right, select Assign assets, select the app from the dropdown, and under Full control select Manage app.

4. In the same popup, below Apps, select WhatsApp account. Select the app, and under Full control select Manage WhatsApp business accounts, then click Assign Assets.

Generate app token

1. On the right, click Generate token. In the popup, select your app and click Next.

2. On the expiration page, select Never for Token expiration and click Next.

3. On permissions, select whatsapp_business_messaging and whatsapp_business_management from the dropdown, then click Generate token.

4. Copy the token and paste it into the Ebbot WhatsApp setup page in the Token field.

5. With both fields completed (Business Phone Number ID and Token), from the Ebbot WhatsApp page, click Save.

Supported message types

The WhatsApp integration support the following types of messages:

• Text: For standard conversational queries.

• EbbotGPT: Leveraging advanced AI for more complex questions.

• Images and Files: Enabling users to share visual information and documents.

• Intermediates: Invisible message type used for updating data within the chat.

• Input Strings: For capturing specific user data.

• Multiselect: Allowing users to choose from predefined options.

Troubleshooting the WhatsApp channel integration

A common problem when implementing the WhatsApp channel integration in Ebbot chat is Unverified / missing phone number.

It can be difficult to get a verified phone number for WhatsApp, and sometimes they get unverified and you have to verify your phone number again. You can find your phone numbers in the WhatsApp manager in Meta business suite.

Check that the numbers you are trying to use with your app are verified, and verify them again if they're not.