WhatsApp (Engage Legacy)

Engage uses WhatsApp Business API for communication. Personal WhatsApp accounts are not supported.

Prerequisites

Adding a WhatsApp Business channel to Engage for Amazon Connect requires a verified Facebook Business account. Please read this article about Verifying Your Business.

A Distribution flow having been specified in Local Measure Engage.

Adding WhatsApp as a Channel in Engage

Once verified, you are ready to add the WhatsApp Business Account details in Engage Desktop under the Admin Settings → Channels.

Click on the “Add New” button in the top right-hand corner. You will be presented with the following screen:

From this screen select to add the WhatsApp channel by clicking on the Connect with Facebook button.

Please ensure you are logged into the Facebook account and have the correct privileges to continue with this process.

Click on Verify a new number if you want to register and verify a new number to your WhatsApp Business. If you just want to share access to your WABA and link an already verified number, click on the Continue to Facebook button.

Sharing access to your WABA

When you click on Continue to Facebook, you will be presented with the following screen:

Click on Continue as <name>. Next, click Get Started and then Continue.

You will be prompted to select the Meta Business name.

Select the WhatsApp Business account.

Review the permissions and click Continue.

Click on Finish. At this point, you have shared access to your WABA to Local Measure.

Select the check box to link the number you have just set up.

Once linked, return to the Channels screen in Engage Admin Settings and your number will be displayed in the list. You can click on the down arrow to check the details are correctly registered.

Verify a new number

If you want to verify and register  a new number, then click on Verify a new number.

Click on Continue as <name>. Next, click Get Started.

Select the Meta Business and click Next. Select Create a new WhatsApp Business Account and click on Next.

Enter the phone number and click Next.

Verify the phone number by selecting a method to receive a verification code. Click on Next.

Once the number is verified, you are now ready to link the WhatsApp number in Engage.

Click on Finish and you will be able to select the number you want to link to Engage.

Once linked, return to the Channels screen in Engage Admin Settings and your number will be displayed in the list. You can click on the down arrow to check the details are correctly registered.

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