Introduction

Our WhatsApp Integration allows you to reach your end users over the WhatsApp channel to give them a personalized and preferred channel support experience. You can add WhatsApp business accounts and manage it through the Helpshift dashboard.

Helpshift offerings

  • Easy to set up WhatsApp Integration within Helpshift
  • CSAT Configuration
  • New issue automation & Time-based automation
  • Agent experience to support issues over WhatsApp from Helpshift
  • Analytics for WhatsApp issues

Prerequisites

To use this integration, WhatsApp has unique requirements that must be met including:

  1. Phone Number

    1. The phone number used for WhatsApp Business account must be valid (can send and receive SMS).
    2. If you want to use a number connected to your personal WhatsApp or WhatsApp Business App, you must first delete your account. Learn how to migrate from WhatsApp personal or WhatsApp Business App here.
    3. Your phone number must not be from Meta restricted countries.

  2. Meta Business Manager

    1. You need a Meta Business Manager (MBM) to sign up for a WhatsApp Business API account. However, if you currently do not have one, you can create one during the set up process.
    2. Ensure that your business adheres to the WhatsApp Business Messaging Policy.
    3. When filling out your business info in your MBM, ensure your website is valid.
    4. Ensure that you have an Admin access level in your MBM.

  3. This integration requires the leveraging of a 360Dialog account as a third-party connector.

    1. 360Dialog is an API provider that works directly with WhatsApp. This integration lets you support your customer over WhatsApp directly from Helpshift.
    2. You will need to create a 360Dialog client account during the integration process. To learn more, refer to Integrate WhatsApp with Helpshift section.

  4. With usage of this integration, a flat fee will be applied alongside an extra charge per issue to encompass the integration expenses. Specific pricing details will be included in your contract, outlining the comprehensive breakdown of costs associated with this integration.

What is a valid website?
Viewable and belongs to your business

  • Has a matching email domain and web address

  • Features your company's name or logo.

Having a valid website in your MBM serves as a best practice to prevent any potential issues if and when you want to apply for Meta Business Verification.

 

This channel has a limited 24-hour messaging window due to WhatsApp regulations. Find out more here.

Integrate WhatsApp with Helpshift

Follow the steps below to integrate WhatsApp through 360Dialog:

  1. Adding a platform in the Helpshift dashboard.

  2. Click on Integrate to start the onboarding flow.

  3. A modal will open with detailed instructions. Click CONTINUE WITH 360DIALOG.

  4. Register with 360Dialog.
    If you have already registered, then they can directly log in. The same credentials can be used to log in to your the client hub.
    After completing registration, you will receive an OTP via email from 360Dialog to verify your email.
  5. Before starting the process, 360Dialog will display the mandatory requirements. Select the first 3 checkboxes. (Mandatory)
     
  6. Next, log in to your Facebook account. A WhatsApp account will be created under the Facebook account used at this step.
  7. Click on Get Started.

  8. Click Continue.
     

  9. Create a new Meta Business Account or use an existing Meta Business Account.

    You’ll need to select a Meta Business Account to connect your WhatsApp Business Account. If you don’t have a Meta Business Account, you can create a new one.

  10. Click on Next when done.

  11. Now create a WhatsApp Business Account and WhatsApp Business Profile.
    If you already have a WhatsApp Business Account and WhatsApp Business Profile, there will be an option to select.

  12. Click Next.

  13. Provide the required details for the WhatsApp Business profile.
     

  14. Add the phone number you want to associate with the WhatsApp Business account.
    Note: The phone number will be verified with a PIN, so please make sure you have access to the number you use. Your number should not be currently used with any WhatsApp, WhatsApp Business App or WhatsApp API accounts.

    To use a phone number tied to an existing WhatsApp or WhatsApp Business App account, you’ll first have to delete your account.

  15. At this point, a WhatsApp business account is created.
    Now it is getting linked with 360 Dialog.
     
  16. Once the Embedded signup is completed the 360 dialog will set up the number for WhatsApp Business API.
  17. After that, brands would be presented with the following screen to authorize Helpshift Partner Application and select a number used in the Embedded Signup flow to complete the integration process. Please make sure you select only one number as only one number can be associated with a single app. Once authorization is complete, the pop-up window will close and you can go ahead and configure the Helpshift support experience for the WhatsApp channel.

Troubleshooting Tips

  • If you see the below error message, close the pop-up window.

  • After closing the 360Dialog window, admin must go back to Helpshift’s app settings page where WhatsApp is visible and reload the page [Cmd + Shift + r].

    Wait for Meta to verify the account to complete the set up of the integration.
    Note: It takes about 10 mins to verify the newly created account. Please wait for 10 mins before proceeding ahead.

     

  • Click on Integrate.

    A modal will pop up and then click on Continue.

     

  • Once the 360Dialog window shows up again, the number will appear on the screen. Select the number and click on Save selection. This is a crucial step for integration.
    Note:  Since only 1 contact number can be used, if a customer selects more than 1 contact number, then the integration will fail and may cause complications with their billing.
     
    Once the contact number is selected, the window will close on its own. And you will be able to see success message on WhatsApp card.

WhatsApp Support Experience

  1. Click on CONFIGURE.

  2. Under the Support Experience tab, you will see your WhatsApp number and WhatsApp Business Display Name. 
    Note: You cannot edit these details.
     
  3. You can also configure Automatic Intent Assignment if required.

     

  4. Under the Resolution Experience tab, you can configure CSAT.