Business WhatsApp connection

Owned by Customer Service
Last updated: Aug 31, 2024 by Oleg Padalko (Unlicensed)
8 min read

 

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Please note that you need to familiarize yourself with the WhatsApp messaging restrictions provided by Twilio.

When using WhatsApp, smart messaging is not recommended. If the same message (depending on the content) is sent to many recipients in a short period of time, there is a risk of being blocked. WhatsApp does not prescribe clear criteria for actions for which a number can be blocked, everything is individual (complaints about spam, blocking, frequency of unanswered messages...). There are no obvious restrictions on the use of external links, communication must be carried out on an interactive basis (incoming message from the client - outgoing from the platform, input message from the client, etc.)

 

 

Before connecting WhatsApp to the platform, you need to:

A SIM card that can receive SMS and that is not yet registered with Business Whatsapp.

Register an account with Twillio.

Open your Facebook account in the next tab with Twillio.

 

Registering an account with Twilio

 

  1. Follow the link:Twilio Cloud Communications | Web Service API for building Voice and SMS Applications

  2. Fill in all registration details:

3. After registration, from the Dashboard page, go to the page with details for your account:


 

4. To connect Whatsapp via Twillio you will need to upgrade your Twillio account. To do this, click the Upgrade button:

5. On the next page, fill in all the information:


 

6. Fill in your card details, the minimum top-up amount to raise your level = 20 USD

7. After payment, we proceed to connecting your number to Twilio.

 

Connecting your number to Twilio

  1. In Twillio, go to Senders >> WhatsApp Senders and click the Get Started button.

2. Select My Own Phone number and enter your phone number that is not yet registered with Whatsapp in the appropriate field and click Continue.


3. Click Continue with Facebook:


4. Select the desired Facebook account and click “Continue as...”


 

5. Follow the instructions from Facebook and fill in the required data:

 

 





 

 

Connecting Twillio to Leeloo.ai

  1. Go to your Twillio account settings and copy the required data: Account SID and Auth Token:


     

  2. Let's go to the platform https://app.leeloo.ai/settings/integrations/messengers

 Settings > Messengers > New connection.

  Select a new Whatsapp connection.

 

3. Then we add data for integration:

  • Account SID in the Account field

  • AUTH token in the Token field

  • Phone (your phone number that you connected to Twilio Whatsapp)

  • Then add a new connection by clicking on the “Join” button.

4. Next, you need to go to Twilio to the Senders >> WhatsApp Senders section and click Edit next to your phone number:

 

5. Webhook Url for Incoming Message You need to indicate https://app.leeloo.ai/twillio-whatsapp/receive/Your_ID

You can copy the ID on the Leeloo platform, in your already connected WhatsApp connection, by clicking on the “Copy id” button

 

6. After making all the changes, click on the Update Whatsapp Sender button


 

This completes the connection process. You can now add WhatsApp as another communication channel on your LGT.

 

Transition to new functionality with the ability to send buttons

 

Step-by-step instructions for enabling button functionality

 

  1. Go to Messaging>> Services>> Create Messaging Service

    4. Give any name to the service and fill in the fields according to the screenshot below:

     

5. In the next step, click Add Senders:

6. Select the Whatsapp Number option:

 

7. Select the desired phone number and proceed to step No. 3


 

8. Select the Send a Webhook option:

9. Copy the webhook from Leeloo.ai and paste it into the Request Url field and proceed to step No. 4


 

10. In step 4, click Complete Messaging Service Setup and then View My Messaging Service

11. Go to Messaging >>> Whatsapp Senders

12. Find our number and click Edit Sender

13. In the Endpoint configuration menu, select Use Messaging Service and select the name of the service that we created.


14. Click Update Whatsapp Sender at the bottom.
15. Go to Messaging>> Services and copy the SID and paste it into the appropriate field in Leeloo.ai

16. Click the Reconnect button in Leeloo.ai.

17. Ready! Checking the ability to send buttons to leads:






Whatsapp restrictions, Whatsapp templates

 

A notification like the one in the screenshot above will appear in your Twilio account after your business account has been verified. By clicking on the Create template button you can create templates and send them for review. Templates are necessary so that you can send them if users do not respond to your bot within 24 hours.

Instructions for creating templates https://developers.facebook.com/docs/whatsapp/message-templates/creation/?locale=ru_RU

In our case, confirmation of a business account took 2 days. However, the exact time, how long this process may take, can be clarified in the service that provides the integration - Twilio.

 

Instructions for creating Whatsapp Twilio templates

 

To submit your template for confirmation, use the step-by-step instructions below:

 

  1. Login to your Twilio admin panel.


2. Go to the menu: Messaging>> Senders>> Whatsapp Templates

3. Click on the New message template button:

 

4. Fill in the appropriate fields:

 

Template name - choose any name for the template in English

Template category:

1. Marketing - any marketing mailings

2. Authentication - any messages of a transactional nature (2FA, code verification)

3. Utility - any system messages.

 

5. Click the “Send for Whatsapp Approval” button

  1. Wait for the confirmation status “Approved“