WhatsApp Channel

Overview

The WhatsApp channel enables your organization to manage WhatsApp Business conversations directly within Support Portal. Support Portal provides three methods for connecting a WhatsApp Business number, each suited to different organizational requirements:

All three methods deliver the same end-user experience within Support Portal once configured.

Prerequisites

• A Meta (Facebook) Business Account or a Twilio account (depending on the chosen method).
• A valid phone number not already registered with another WhatsApp Business Account (unless migrating).
• An active Support Portal account with permission to create Inboxes (see Adding Inboxes).

WhatsApp Messaging Constraints

Before configuring any method, understand the following platform constraints that apply to all WhatsApp Business integrations:

• 24-hour session window: After a customer sends a message, your organization has 24 hours to respond with free-form messages. After this window closes, only pre-approved template messages may be sent.
• Template messaging: Messages sent outside the 24-hour window must use templates approved by Meta. Templates are managed through the Meta Business Manager or your BSP's interface.
• Business verification: Meta requires business verification for production access. Prepare legal documentation for submission during or after account setup.
• Display name review: The WhatsApp display name must comply with Meta's branding guidelines. Non-compliant names are rejected during verification.

Method 1: Embedded Signup (Recommended)

Embedded Signup is a browser-based interface provided by Meta that authenticates your Facebook account, creates or links a WhatsApp Business Account (WABA), registers a phone number, and returns production credentials — all in a single guided flow. No manual token generation or webhook configuration is required.

Configuration Steps

1. Initiate Inbox Creation

Navigate to Settings > Inboxes and select Add Inbox. Select WhatsApp as the channel type.

2. Start the Embedded Signup Flow

Select Connect with WhatsApp Business. This initiates Meta's Embedded Signup interface.

3. Complete the Meta Authentication Flow

In the Embedded Signup window:

1. Authenticate with the Facebook account that will manage the WABA.
2. Provide business details or select an existing Meta Business portfolio.
3. Select an existing WABA or create a new one.
4. Register and verify your phone number via OTP.

Support Portal automatically receives the webhook configuration, access tokens, and phone number details upon completion.

Tip: Use a dedicated browser tab and disable ad-blockers during this process. Meta's OAuth windows rely on third-party cookies.

4. Assign Agents

Add one or more Agents to the WhatsApp Inbox.

Compliance Checkpoints

• Business verification: Upload legal documents if Meta prompts during or after signup.
• Display name review: Ensure the WhatsApp display name aligns with Meta's branding guidelines to prevent rejection.

Method 2: Twilio

This method connects WhatsApp through Twilio's messaging platform. Twilio manages the WhatsApp Business API connection and message routing on your behalf.

Configuration Steps

1. Prepare Twilio Credentials

Log into the Twilio Console and note the following:

If you have not yet associated a phone number with WhatsApp through Twilio, complete that process before proceeding.

2. Initiate Inbox Creation

Navigate to Settings > Inboxes and select Add Inbox. Select WhatsApp as the channel type, then choose Twilio as the provider.

3. Provide Twilio Credentials

Provide the Account SID, Auth Token, and WhatsApp number in the configuration form. Select Create Twilio Channel.

4. Assign Agents

Add one or more Agents to the Inbox.

5. Configure the Webhook in Twilio

After Inbox creation, navigate to Settings > Inboxes > [WhatsApp Inbox] > Configuration and copy the webhook URL.

In the Twilio Console, navigate to the WhatsApp-enabled number's configuration and provide the webhook URL as the inbound message destination. Save the configuration.

Twilio Messaging Service (Optional)

If your organization uses Twilio Messaging Services for advanced routing:

1. In the Twilio Console, navigate to Messaging > Services and create a Messaging Service (or select an existing one).
2. Record the Messaging Service SID.
3. In Support Portal, during Inbox creation, enable the Use Twilio Messaging Service option and provide the Account SID, Messaging Service SID, and Auth Token.
4. In the Twilio Console, navigate to the Messaging Service's Integration settings and provide the Support Portal webhook URL.

Twilio Studio Integration

If your organization uses Twilio Studio for custom conversation flows, configuring the webhook URL directly on the phone number will disrupt existing Studio flows. Instead:

1. Identify the step in your Studio flow where agent handoff should occur.
2. Add an HTTP Request widget configured to POST to the Support Portal webhook URL.
3. Ensure the flow correctly handles subsequent user responses to agent replies.

Template Limitations

Support Portal does not currently support WhatsApp template management through Twilio. Templates must be managed directly within the Twilio Console.

Method 3: Manual Cloud API Setup

This method provides direct integration with the WhatsApp Cloud API through the Meta Developer Console. It requires creating a Facebook App, generating a permanent access token, configuring a webhook, and providing credentials to Support Portal manually.

Configuration Steps

1. Create a Meta Business Portfolio

Log into Meta Business Suite and create a business portfolio (or select an existing one). Complete all required business information fields.

2. Create a Facebook App

Log into the Meta Developer Console and create a new app:

1. Select Other as the app category.
2. Choose Business as the app type.
3. Provide your contact email and associate the app with your business portfolio.

3. Add WhatsApp to the App

From the app dashboard, select Add Product and choose WhatsApp. Select Set up to begin WhatsApp API configuration.

Note: Meta requires business verification for production API access. Submit verification documentation before proceeding to production use.

4. Generate a Permanent Access Token

Temporary tokens expire and should not be used in production. Create a System User with a permanent token:

1. Navigate to Meta Business Settings > System Users.
2. Create a new System User with the Admin role.
3. Select Add Assets, choose your app, grant Full Control, and assign the assets.
4. Generate a new token for the System User, selecting the following permissions:
   • whatsapp_business_manage_events
   • whatsapp_business_management
   • whatsapp_business_messaging
5. Copy and securely store the generated token.

5. Register and Verify a Phone Number

In the Meta Developer Console's WhatsApp configuration:

1. Add a production-ready phone number.
2. Complete phone number verification via OTP.

6. Connect to Support Portal

1. In the Meta Developer Console, locate and copy the Phone Number ID and Business Account ID.
2. In Support Portal, navigate to Settings > Inboxes > Add Inbox and select WhatsApp.
3. Provide the phone number, Phone Number ID, Business Account ID, and the permanent access token generated in Step 4.

7. Assign Agents

Add one or more Agents to the Inbox.

8. Configure the Webhook

After Inbox creation, navigate to Settings > Inboxes > [WhatsApp Inbox] > Configuration and copy the webhook URL and verification token.

In the Meta Developer Console:

1. Navigate to WhatsApp > Configuration.
2. Provide the webhook URL and verification token.
3. Select Verify and Save.
4. Subscribe to the messages webhook field.

Multiple Numbers Under a Single App

The Meta Developer Console permits only a single webhook endpoint per Facebook App. To connect multiple WhatsApp numbers, create an Inbox in Support Portal for each number but configure the webhook URL from only one Inbox in the Facebook App. All Inboxes associated with numbers under the same app will receive messages through that shared webhook endpoint.

Supported Media Types

WhatsApp supports a defined set of media types for message attachments. Consult Meta's WhatsApp Cloud API documentation for the current list of supported formats and file size limits.

Expected Behavior

Regardless of the configuration method used, once the WhatsApp channel is active:

• Inbound messages from WhatsApp users create new conversations in the Support Portal Dashboard.
• Agents can respond within the 24-hour session window using free-form messages.
• After the session window expires, only approved template messages may be sent.
• All standard Support Portal features — including labels, macros, CSAT (see Customer Satisfaction (CSAT) Surveys), and automation rules (see Automation) — apply to WhatsApp conversations.

Governance Notes

• Third-party data flow: All WhatsApp messages are transmitted through either Meta's WhatsApp Cloud API or Twilio's API, depending on the chosen method. Message content, phone numbers, media attachments, and delivery metadata are exchanged between the provider's infrastructure and your Support Portal instance.
• 24-hour session window compliance: The 24-hour session window is enforced by WhatsApp at the platform level. Ensure your operational workflows account for this constraint, including escalation paths for conversations that may exceed the window.
• Template message approval: Template messages must be submitted for Meta review and approved before use. Plan for review lead times when designing outbound communication workflows.
• Business verification: Meta's business verification process may require legal documentation including business registration certificates, utility bills, or similar identity-proving documents.
• Data processing: Organizations subject to GDPR, HIPAA, or other data protection frameworks should review Meta's and Twilio's data processing agreements to ensure compliance with their obligations.
• Cost implications: WhatsApp Business API usage incurs per-conversation charges based on Meta's pricing tiers. Twilio applies additional markup when used as an intermediary. Monitor usage through the respective provider dashboards.