Connect your WhatsApp Account

Here you'll learn how to integrate the most popular messaging channel with Alice

Allow your customers to get in touch with your company the same way as they do with their friends and family. You can alert and notify your customers by using one of the most trusted communication tools. Some of the most common use cases are:

  • Alerts for travel itinerary changes, system outages, location-targeted alerts

  • Notifications about orders or deliveries, appointment reminders, payment processing

  • Customer support to initiate in-depth conversations

How to Get WhatsApp Business

This step-by-step guide will lead you through the WhatsApp Business onboarding process.

Step 1: Sign up for WhatsApp Business

To sign up for WhatsApp Business, you’ll have to provide your Facebook Business ID. Please follow these steps to find your Facebook Business ID — we’ll also send them to you via email when you reach this step:

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If you don’t have a Facebook Business account yet, you can sign up on https://business.facebook.com/

Step 2: Verify your business and accept the invitation

Once you finish signing up for WhatsApp Business, you’ll receive an email from our Customer Success team asking you to accept WhatsApp via Facebook and verify your business:

Accept

  • Make sure you’re logged into your company’s Facebook Business Manager account (not your personal Facebook account)

  • Navigate to the Requests tab of your Facebook Business Manager.

  • In Received, you should see an invitation from us for the WhatsApp Business API.

  • Open the invitation and accept it.

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Verify

After you’ve accepted the invite, please make sure your Facebook Business Verified. If you’ve already been Business Verified, you can ignore this step; otherwise, please pay close attention to Facebook’s instructions to Verify your Business.

  • Go to Business Settings and click Security Center.

  • Tap Verification and click Start Verification. Once you start the verification process, you can check the status in this section.

  • Enter your business details and tap Next.

  • Select the correct business from the list or “None of the above” if your name does not appear.

  • Follow the instructions on the screen to confirm your business information. If you’ve selected “None of the above” in the previous step, Facebook will ask you to verify your company by sending additional documentation.

  • Decide how you prefer to receive the confirmation code and enter the verification code.

  • And that’s it! You’ll receive a confirmation from Facebook regarding your request.

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Please note that the verification decision is entirely at the discretion of Facebook.

Once your Facebook Business profile has been successfully verified, your application will go to WhatsApp for approval.

Step 3: Choosing a number and a display name

As soon as WhatsApp approves your application, our Customer Success team will contact you to connect the number you'll be using for WhatsApp. This will be the number that customers can reach you at and from where you can send WhatsApp messages.

You can use one of your current phone numbers. You'll have to make sure the number has not been associated with WhatsApp before. It can be either mobile or landline.

Each number needs a “display name”. This will be the name that is visible to your customers and can be found in your Business' company info on WhatsApp and is unchangeable once activated. Please take a look at Facebook’s guidelines for display names.

How to pick a number for use with WhatsApp Business

All WhatsApp Business API accounts are based on a valid phone number. The following rules apply:

  • You must own this number.

  • The number needs to be 'clean', which means it mustn't have been registered with another WhatsApp user.

  • The number must include a country code and an area code.

  • The number must be able to receive a call or SMS for the channel activation.

These types of numbers are accepted:

  • Landline numbers

  • Mobile numbers

These types of numbers are not accepted:

  • Shortcodes

  • Numbers with an IVR (automated call menu) attached to it, unless this can be disabled to receive the activation token.

  • Toll-free numbers

Once your application has been approved, the Service Delivery team will reach out and ask you to provide a number to connect to your WhatsApp channel.

Message Templates

When initiating a conversation with a customer, WhatsApp requires you to use a pre-approved Message Template - previously referred to as a Highly Structured Message or HSM.

What do I need to create a Message Template?

  • a name: The name of the Message Template has to be formatted in small letters only, and spaces need to be replaced with an underscore.

  • a body

  • variable(s)/placeholder(s): The Message Template uses numbered placeholders '{{x}}' for each variable in the message. Each variable can be replaced with text that contains letters, digits, special characters, or spaces.

When submitting the Message Template, you should keep in mind that it needs to contain the full body of the message, with the option to add unique parameters represented as placeholders. Please keep in mind at least one parameter is required.

How does it look like?

Message Template should be submitted as follows:

Name: account_registration

Hi {{1}}! Thanks for starting your personal training plan. We’ll send you a {{2}} update with your new schedule. You can log-in online using your training ID {{3}}. Stay fit!

Your customer will receive:

Hi Joey! Thanks for starting your personal training plan. We’ll send you a weekly update with your new schedule. You can log-in online using your training ID 123456. Stay fit!

How to submit a Message Template?

Only if you have WhatsApp access, you can submit a Message Template from your Dashboard via the WhatsApp Template Manager. If you do not have the WhatsApp access yet, sign up to get started.

  1. Head to the WhatsApp Template Manager in the WhatsApp Section on the left side of your Message Dashboard.

  2. Click on Create template, a pop up will open.

  3. Fill out all the information

    • Name: in small letters only and spaces need to be replaced with an underscore

    • Category: should describe the purpose of the message

    • Language: the language of the template

    • Content: is the full body of the message, with the option to add unique parameters represented as placeholders.

  4. Double-check all the information and, once you're ready, click on Submit for approval.

Keep in mind that once submitted for approval, a message template cannot be edited.

Message Template Guidelines

Message Templates are used to initiate a conversation with your customer. However, WhatsApp does not allow all types of messages. Here are some guidelines and tips to help you create your Message Templates:

What is not allowed?

  • Sales, discounts, promotions, product recommendations or offers

  • Recurring content

  • Customer re-engagement

  • Businesses asking customers to review their app

  • Businesses sending reminders or alerts that a customer may have indicated interest in seeing (not related to a purchase or event)

  • Product or marketing/brand surveys

What are the supported categories?

  • Account Update

  • Alert Update

  • Appointment Update

  • Issue Resolution

  • Payment Update

  • Personal Finance Update

  • Reservation Update

  • Shipping Update

  • Ticket Update

  • Transportation Update

Please make sure that your Message Template:

  • Includes at least one parameter

  • Is not considered promotional

  • Does not contain spelling mistakes