This integration connects WhatsApp Business to WorkZeal: incoming client messages arrive in the chat, and you send first messages to clients with approved templates right from the app.
Note
The integration works through the Meta API. The WhatsApp account is managed in the Facebook business portfolio dashboard. How to set up your business portfolio is described in the official facebook guide.
What you can do
- Check that everything is ready to start
- Choose a suitable phone number
- Create a WhatsApp Business account in Facebook
- Connect the account to WorkZeal
- Send a client a template message
- Receive incoming messages
Requirements before you start
Make sure you have the basic set:
| What you need | Why |
|---|---|
| Facebook account | An account on the platform |
| Business website | The company's official website |
| Business portfolio | The company profile in Facebook for managing its tools |
Phone number requirements
- New account. Use a number that has never been registered with WhatsApp Business. This guarantees that the account is created correctly and linked to your business portfolio.
- Existing account. An existing WhatsApp Business account must first be unlinked from the previous business portfolio. This prevents synchronization errors and data conflicts.
- Verification code. The number must be able to receive SMS or calls: depending on the number type (mobile, virtual, landline), the code is delivered by SMS or by an incoming call.
Setting up WhatsApp Business in Facebook
- Go to the Facebook business portfolio dashboard.
- Create a new WhatsApp account.
- Enter the phone number you want to link to the account and verify it.
- Specify the name that clients will see, for example, your company name. Wait for Facebook to review and approve it.
The account is ready to be connected in WorkZeal.
WorkZeal and WhatsApp Business
- Go to Settings → External chat → WhatsApp.
- Add WhatsApp and sign in to Facebook as the administrator of the business portfolio.
- In the drop-down list, select:
- the required organization;
- the WhatsApp phone number that was previously linked to your business portfolio.
- If required, enter the PIN code, if you have two-factor authentication enabled for signing in.
- Configure the lead generation parameters: keep the default settings or set your own.
- Click Add, and the account appears in the list.
Sending outgoing template messages
Under WhatsApp's rules, first messages can be sent only using approved templates. Templates are divided into categories, for example, Marketing and service notifications.
Templates are managed in the Facebook interface, in the Business WhatsApp Manager section. The number of templates in different categories is not limited.
How to send a message
There are two ways.
- Open the client card, the Contacts section.
- Click the WhatsApp icon next to the phone number or contact person.
- Select the account the message will be sent from.
- Select the required template.
- Click Send.
The softphone is the form where calls are made and SMS messages are sent.
- Open the softphone form.
- Select the account the message will be sent from.
- Specify the recipient.
- Select the required template.
- Click Send.
Note
The message status (sent, delivered, read) can be viewed in the event log of a specific company or deal, or in the general activity log of all events.
Receiving incoming messages
All messages received in WhatsApp Business are duplicated in the WorkZeal chat. You communicate in a single environment, just as with conversations from any other source.
To make it easier for clients to write to you, place a link to your WhatsApp number like https://wa.me/1xxxxxxxxxx or a QR code on your website, as on our contacts page.
Warning
If a user has written to you or replied to your message, you can send any text and template messages without restrictions for 24 hours. The countdown restarts after every message from the user.