You can integrate WhatsApp accounts to Comm100 Ticketing & Messaging to provide customer service in the WhatsApp channel. After successfully connecting your WhatsApp account, tickets are created for all incoming WhatsApp messages to the account.

Currently, Comm100 supports two types of WhatsApp account integration:

• WhatsApp Cloud: Connects your account using WhatsApp Business Cloud API
• Twilio WhatsApp: Connects your account using Twilio WhatsApp API

Before using Comm100’s WhatsApp Cloud integration, you must create a Developer account with Meta and complete the following WhatsApp onboarding process:

1. Create an App on Meta for Developers.
2. Associate a Business Manager account
3. Generate a Permanent Token
4. Set up a Webhook

To learn more on WhatsApp’s onboarding process, see this article. 

To integrate a WhatsApp account using WhatsApp Cloud, follow these steps:

1. Log in to your Comm100 Control Panel.
2. From the left navigation menu, go to Ticketing & Messaging > Channels > WhatsApp.
3. Click Add WhatsApp Account and select WhatsApp Cloud.
   
4. On the Add WhatsApp Account page, do the following:
   1. Enter the WhatsApp account name.
   2. Turn on the Enable toggle key.
      
   3. Add Phone ID and Token from the WhatsApp Business Platform.
      
      
   4. Copy Callback URL and Verify token information to WhatsApp Business Platform to setup Webhook. To learn how to setup Webhook, refer to Step 4: Set Up a Webhook of this article.
      
   5. Click Save.
      The WhatsApp account is added successfully. The Save & Test button becomes visible on the page, which allows you to test your WhatsApp account connection.

Once you have added a new WhatsApp account, you can test its connection by clicking the Save & Test button. A series of actions in the background validates the connection between your WhatsApp Business account and Comm100.

If the connection fails at step #2, you may not have filled in the Callback URL or Verify Token fields correctly for webhook configuration on the WhatsApp Business Platform.

If the connection fails at step #3, you may not have configured your Phone ID or Token correctly.

Before using Comm100’s WhatsApp integration, you would need to set up an account and phone number with Twilio.

To integrate a WhatsApp account using Twilio, follow these steps:

1. Log in to your Comm100 Control Panel.
2. From the left navigation menu,  go to Ticketing & Messaging > Channels > WhatsApp.
3. Click Add WhatsApp Account.
4. Select Twilio WhatsApp.
   
   
5. On the WhatsApp page, provide the WhatsApp account name and turn on the Enable toggle key.
   Here, you can connect Twilio using either Phone Number SID or Phone Number along with a Twilio Account SID and Auth Token.
   1. Using Phone Number SID: Enter Twilio Account SID, Auth Token, and Phone Number SID.
      
      
   2. Using Phone Number: Enter Twilio Account SID, Auth Token, and Phone Number.

      Note: 

      • You can find the phone number in the Twilio account page at Twilio Account > Phone Numbers > Manage Numbers > Active Numbers. 
      • The Phone Number field only accepts the Twilio number or a number hosted with Twilio.
      
6. Click Save.
7. Next, log in to your Twilio account and navigate to Develop > Messaging > Senders > WhatsApp senders.
8. Update the Webhook URL for incoming messages.
   Note:  To get the webhook URL, see this article.
   The WhatsApp account has been added. You can add more if you have more than one WhatsApp account you want to be managed using Comm100. The integration is now complete. Your agents will now be able to respond to incoming WhatsApp messages From the Ticketing & Messaging tab of the Agent Console App. In some cases, you need to add an Area Code to the WhatsApp number to send WhatsApp messages from Comm100. To learn more about adding Area Code, see this article. You can create a filter just for WhatsApp messages with the following condition.
   
   WhatsApp integration is available through our Comm100 Multi-Channel Plan. For more details, you can chat with us online or speak to your account manager.