Steps:
1. Install the app to your Zendesk
2a. [Recommended] Connect WhatsApp Account via WA Cloud API
2b. [Legacy] Connecting to your mobile app via Web API (QR code scan)
Install the app to your Zendesk
Install OAPPS for WhatsApp from Zendesk Marketplace by clicking on "Free Trial" on any plan:
Fill in the company's and billing details on the next step and click "Proceed to payment" to start your free 14-day trial:
That's it! The app is installed and you can configure it in Admin Center → Apps and Integrations → Channel apps → OAPPS for WhatsApp
[Recommended] Connect WhatsApp Account via WA Cloud API
Step 1. Configure a WhatsApp integration in Meta for the Developers Portal
Step 2. Install and configure OAPPS for the WhatsApp app from Zendesk Marketplace
Step 3. Configure webhooks in the Meta Developer portal
Additional Steps, required for production
Final Step. Switch app mode to Live
Step 1. Configure a WhatsApp integration in Meta for the Developers Portal
- Make sure you have an active Meta Business account
- Register as Meta Developer at developers.facebook.com
- Enable 2FA for your Facebook account that you use to authenticate in Meta.
-
Create a Meta app:
- Go to developers.facebook.com > My Apps> Create App. Select the "Business" type.
- Enter your app name, e.g. "WhatsApp for Zendesk".
- Link your app to your existing Meta Business Manager account.
-
Configure the Meta app (Meta guide)
- Click WhatsApp Setup to add this product to your app
- You will be redirected to the Quick Start page.
- Click Start Using API. You will be redirected to the Getting Started Page.
- Click WhatsApp Setup to add this product to your app
- Copy Temporary Access token. It can be used for testing, but later should be replaced with a permanent token.
- Copy test Phone Number ID. You can use a production number if it's already registered in your Meta account.
Step 2. Install and configure OAPPS for the WhatsApp app from Zendesk Marketplace
- Install OAPPS for WhatsApp to your Zendesk
- Go to Zendesk Admin Center → Apps and Integrations → Channel apps → OAPPS for WhatsApp → Click the "Accounts" tab
- Click "Add Account"
- Paste Phone Number ID
- Paste Temporary Access Token (or Permanent token)
- Copy Callback URL
- Copy Verify Token
- Enter your e-mail for notifications. We send notifications to the e-mail in case of downtimes.
-
Name your WhatsApp connection:
- Click Connect Account
Step 3. Configure webhooks in the Meta Developer portal
- Open the WhatsApp configuration page [App -> WhatsApp ->Configuration]
- Click Edit
- Paste Callback URL from Step 2
- Paste Verify Token from Step 2
- Click Verify And Save
- Click Manage
-
Click Subscribe to the "messages" webhook field and click Done
- Now you can test receiving WhatsApp messages. Sending messages back to WhatsApp may not work before you switch the app to Live Mode
Additional Steps, required for production
-
Add your own phone number instead of the test number. Use Whatsapp manager to connect a new number. Any number, that may receive an SMS code or Direct Call with an activation code can be added. If you already have WA connected to this number, please use Migration Guide.
- You can select your new number in the Meta app Getting Started page to receive PhoneNumber ID.
- Paste it to your Zendesk app configuration
- Generate permanent access token (Meta Guide)
- Open Business Manager
- Navigate to Users->System user
- Click Add to create a system user
- Assign Manage {Apps-> WhatsApp app} asset. Save changes
- Click Generate Token. Save it and paste it into the app configuration
- You can check your access token with Token Debug tool here It should have "whatsapp_business_management, whatsapp_business_messaging" scopes.
- Set up a payment method in Meta Business Manager in case you expect to have more than 1000 conversations. Learn More about pricing here
-
Set a profile for your WhatsApp number. WhatsApp Manager -> Phone Numbers -> Settings ->Profile. There you can set information, visible to customers
- Profile photo
- Business Category
- Description
- Submit a request for Official Verification mark
- Contact information
Final Step. Switch app mode to Live
- Go to Meta App Settings -> Basic
- Add links to your company's Privacy Policy and Terms of Service
- Switch App Mode to Live
[Legacy] Connecting to your mobile app via Web API (QR code scan)
1. Open WhatsApp settings and click on "Add account":
2. On the next step select "Scan QR code via Existing WhatsApp app" at the bottom of the page:
- Fill in the e-mail and account name fields;
- Open the WhatsApp application on your phone;
- Tap dots ⠇ in the app's right top corner (Android) or Settings (iOS) and go to WhatsApp Web/Desktop (Linked Devices);
- Scan the QR code on the app's General page;
- Save the changes.
If the connection is successful, you will see the phone number that was connected.
Advanced Settings
You can set additional settings in the "Advanced" tab, like:
- add tags to Zendesk tickets created for WA integration;
- prescribe Zendesk ticket subject prefix for WA integration:
Subscription
The "Subscription" tab allows you to check your current subscription, specifically:
- total number of accounts that can be connected;
- the number of accounts that have already been connected;
- current plan;
- total and used number of messages
You can manage your subscription by clicking on "Billing Portal":
Still have questions? Please reach our support!
Comments
0 comments