WhatsApp

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Prerequisites

Before activating the WhatsApp channel, make sure you have:

• An active Jelou account
• A WhatsApp Business API account
• An active and verified Facebook Business Manager account
• A verified phone number for WhatsApp Business

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Basic configuration

To access channels from your dashboard, go to the left menu and click Channels. On the next screen, you will be able to see projects and their corresponding channels. To create your channel you can choose it from the top menu. A modal will open where you can:

1. Assign a name to your channel.
2. Choose the tool you want to connect to (Brain Studio or Connect).
3. Select the project (created agent) you want to connect the channel to.

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Step 1: Channel name

The channel name must meet the following requirements:

• A name between 4 and 50 characters.
• It cannot exceed 50 characters.
• Use a name that clearly identifies the channel.

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Step 2: Select integration

Choose the type of integration you want to use for this channel:

• Project: Connect the channel to an automated project in Brain Studio
• Operators: Connect the channel directly to a human operator in Connect

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Step 3: Select a project or operator

Depending on the type of integration selected:

• If you chose Project: Select the flow created in Brain Studio that you want to connect to the channel.
• If you chose Operator: Select the support team (Connect) that will handle conversations on this channel.

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Step 4: Configure Facebook Business Manager and WhatsApp Business

For the following configurations you will need to have at hand, in another window: Your Facebook Business Manager account and the WhatsApp number you will use for the configuration.

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Verify your WhatsApp Business account

Verifying your WhatsApp Business account not only improves customer trust, but also allows you to exceed certain limitations. If you do not verify your account, your number may be restricted to only 250 conversations per month instead of 1,000 or more. This verification lets you confirm that you are a legitimate business and improves interaction with your customers. For more information, see the Meta guidelines. Automatic validations The system will automatically validate:

• Name length: Verifies that the channel name is between 4 and 50 characters.
• Required fields: Make sure all required fields are complete before continuing.

If there is any error, you will receive a help message indicating what you need to correct. WhatsApp Business API configuration After completing the basic configuration, you will need to:

• Connect your WhatsApp Business API account.
• Verify your phone number.
• Configure WhatsApp-approved message templates.
• Configure webhooks to receive messages in real time.

Remember that WhatsApp has strict policies for using its API, so it is important to follow all guidelines to avoid account suspension. Select your commercial portfolio Once your WhatsApp number is configured, you must connect it to Facebook to complete the validation. This is necessary because WhatsApp and Facebook belong to the same company. A pop-up window will appear with the Facebook login screen. Sign in as required.
Select the Facebook Business account that will own the WhatsApp number. If you are an agency connecting on behalf of a client, make sure to use the client’s Business account, not the agency’s. Create or Select your WhatsApp Business Account Next, you will have the option to create a new WhatsApp Business Account (WABA) or select an existing one. If there is no WABA associated with the selected business, one will be created automatically by default. Enter the display name for your WhatsApp Business, making sure to comply with Facebook’s guidelines for display names to avoid rejection. Select the category that best describes your business. Add or choose a WhatsApp number Connect your phone number using the text message or phone call verification option. The verification code will appear in Manychat, regardless of the method you choose. If you already have a WhatsApp Business number in use If you are configuring with a new number: Text Wave Technologies Private Limited will ask for permissions. Accept them to continue with the process. Complete the configuration If you see a screen confirming that you have successfully completed the previous steps, click Finish. This will close the window. Once connected to Facebook, continue the process in the Gupshup window. After accepting the terms and conditions, your number will be registered in Facebook Cloud and will be ready for use in Brain Studio or Connect, depending on the product you selected.

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Best practices

• Respond quickly: WhatsApp penalizes slow response times
• Use appropriate templates: Select the correct template for each situation
• Respect the 24-hour window: After 24 hours without a customer response, you will need to use an approved template
• Maintain quality: WhatsApp monitors the quality of your messages and can limit your account if it receives too many complaints

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Next steps

Once configuration is complete you will be able to:

1. Configure your message templates
2. Test sending and receiving messages
3. Configure automatic responses
4. Customize the project or agent behavior
5. Start receiving and managing conversations