Using the WhatsApp plugin for the CRM app you can enable your clients to send you messages from their online messenger so that you can view them in section “CRM → Messages”. You can reply to such messages, and your replies will be sent directly to the clients’ messengers.
Select use case Other and proceed to the next step.
Select app type Business.
Enter any app name (e.g., Webasyst CRM) and a contact email address, and click Create app.
Select the WhatsApp integration.
In section WhatsApp → API Setup copy values Temporary access token, Phone number ID and WhatsApp Business Account ID.
In section App settings → Basics copy the App secret.
In your Webasyst account, in section CRM → Plugins, install the WhatsApp plugin.
In section CRM → Settings → Deal sources add a source for WhatsApp.
In the Name field type any name for this message source. It will visible only for yourself and your teammates and will not be displayed to your clients.
Also in the source settings do the following:
Select segments to which new contacts of WhatsApp users must be added.
Enable the auto-creation of deals from incoming messages via WhatsApp.
Select a responsible user or a user group for the contacts of clients using WhatsApp.
Paste the previously copied values to fields WhatsApp Business Account ID, Phone number ID, Access Token, App secret.
If an error message about incorrect values appears while you are entering them then you may also need to fill in fields WhatsApp API proxy and WhatsApp media proxy to ensure correct connection to the messenger servers.
Keep setting App mode: Dev Mode selected and save the source settings.
Copy the newly appeared values Webhook URL and Webhook verify token.
In the Meta developer account, in the app settings section WhatsApp → Configuration, click Edit in the Webhook block.
Paste the previously copied values Webhook URL and Webhook verify token in the provided fields and save them. Should the saving fail then you may need to set up a reverse proxy server for your Webasyst account’s web server.
In section Webhook → Webhook fields click Manage.
Select the messages item in the list and close the popup area.
Via the App Dashboard menu navigate to the business settings.
In section System users add a system user with the Admin access level.
Add your app created in the Meta developer account to that system user using the Assign assets button.
From objects of the Apps select your app, turn on full control and save the selected options.
Create a new token for that user.
Select the following values:
Your app created in the Meta developer account.
Token expiration:Never.
Permissions: whatsapp_business_management and whatsapp_business_messaging. Note that for this selection to become available, you might need to wait a few minutes.
Copy the generated permanent token and paste it into the Access Token field in the CRM source settings instead of a temporary one. Save the CRM source settings.
Submit your app in the Meta developer account to be transferred to the live mode.
Wait until your request is processed, select the live mode also in the CRM source settings and save the source settings.
Done! Now WhatsApp users can send you messages and read your replies send from CRM.
How to start a chat with WhatsApp users
WhatsApp allows you not only to reply to the messenger users’ messages and also to start a new chat with them, i.e. to send the first message to your client without waiting for their inquiry. However, this way you can only address your clients only using standard text templates approved by Meta.
It is a paid option; therefore, you need to add your payment credentials in the Meta developer account settings, in section Accounts → WhatsApp Accounts → [account] → Settings → Payment Settings.
From the Meta app settings use the App Dashboard menu to open the WhatsApp Manager tool.
To manage text templates, use the Message templates section.
Before using the configured templates, you need to wait for them to be approved by Meta.
To send a client your first message using a WhatsApp template, click the “plus” icon in the client contact profile and select the name of the WhatsApp source set up in the CRM settings.
To continue a chat using one of the templates, select the corresponding menu item to the left of the reply-editing field in the Messages section.
How to correctly respond to WhatsApp users’ messages
By writing an arbitrary reply, you are allowed to respond only within 24 hours. Once that period has expired, you may only send a message to your client using one of the approved text templates.
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