WhatsApp

WhatsApp Integration

Connect your WhatsApp Business number to BotDesk and automate customer conversations on the world's most popular messaging app.

What It Does

BotDesk uses the official WhatsApp Cloud API (Meta's official solution) to send and receive messages. Your AI agent can answer questions, send media, and trigger template messages—all aligned with WhatsApp's policies.

Key Capabilities

  • Official Cloud API: Enterprise-grade, 100% Meta aligned
  • Rich Media: Send and receive images, PDFs, voice notes, locations
  • Template Broadcasting: Send proactive messages (shipping updates, reminders)
  • Instant Responses: Average response time under 2 seconds
  • Multi-language: Auto-detect and reply in the customer's language

Prerequisites

Before connecting, you'll need:

  1. A Meta Business Manager account (business.facebook.com)
  2. A phone number not currently registered with WhatsApp
  3. Business Verification (required for production)

Setup Guide

Step 1: Meta Developer Setup

  1. Go to developers.facebook.com
  2. Create a new app (type: Business)
  3. Add the WhatsApp product to your app
  4. Navigate to WhatsApp → API Setup

Step 2: Configure Webhook in Meta

  1. In BotDesk, go to Deploy → WhatsApp
  2. Copy the Callback URL and Verify Token
  3. In Meta's portal, go to Configuration → Webhook → Edit
  4. Paste the Callback URL and Verify Token
  5. Subscribe to messages webhook

Step 3: Connect Your Number

  1. In Meta's portal, go to API Setup → Add Phone Number
  2. Verify via SMS code
  3. Copy the Phone Number ID and System User Access Token
  4. Paste them into BotDesk's WhatsApp settings
  5. Click Connect

Template Messages

WhatsApp requires pre-approved templates for proactive messaging. Common use cases:

Template TypeExample
Order Confirmation"Your order #1234 has been confirmed!"
Shipping Update"Your package is out for delivery"
Appointment Reminder"Reminder: Your appointment is tomorrow at 3pm"
Marketing"New arrivals just dropped! Check them out"

Create templates in Meta Business Suite, then trigger them from BotDesk.

Important Notes

  • 24-Hour Window: You can only reply to customers within 24 hours of their last message (Meta policy)
  • Business Verification: Required for sending > 1,000 messages/day
  • Number Migration: If your number is already on WhatsApp, you'll need to delete that account first
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