Connecting WhatsApp

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For a business frequently interacting with customers on WhatsApp, we suggest you get WhatsApp Account Business API (WABA) from one of our partners and integrate with CINNOX and take advantage of supporting customers with multiple staff on one of the most popular messaging platforms and leveraging CINNOX’s other powerful features for customer support, engagement, marketing and contact centre solutions.

CINNOX partnered with 360dialog as WhatsApp Business Solution Provider (BSP) and other BSPs, which you may already have to connect with CINNOX for the WhatsApp channel.

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This user manual covers two parts:

If you already have the WhatsApp Business API Account, you are ready to jump right through Part II.

If your BSP is 360dialog, please refer to our 360dialog Guide.

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What are a WhatsApp Business account and a WhatsApp Business API account?

Learn more about WhatsApp Business and the WhatsApp Business API.

 

PART I - Get a WhatsApp Business API (WABA) Account

Step 1 - Choose your WhatsApp Business Solution Provider (BSP)

  • If you don't have a WABA account yet, you can directly register a WABA from 360dialog BSP on CINNOX. Please refer to our 360dialog User Manual on creating new WABA account.

  • Also, CINNOX has partnered with the following WhatsApp Business Solution Provider (BSP).

Partner NameWebsite
Clare.AIwww.clare.ai
or click
Register Now
EMMAwww.emma.hk
Or you can find another WhatsApp BSPPlease refer to WhatsApp Business details

 

Step 2 - Prepare and apply for the Business API

You will need to prepare the following information for the chosen partner and apply for the Business API with the chosen BSP.

ItemDescriptionRemarks
WhatsApp NumberPrepare a phone number that has never been registered to any WhatsApp services. Or an existing one, but please delete any other WhatsApp services before registration.

The phone number is non-transferable - it cannot be used on other WhatsApp services (such as WhatsApp for Personal App and Business App) after being approved for Business API.
We highly suggest that the CINNOX Local Number is used as your WhatsApp Business API phone number. So you can also use the local number as your Virtual Number so that visitors can directly dial the number and receive the calls as enquiries in CINNOX.
Verified Meta Business AccountMeta Business Manager ID:
Check your Meta Business Manager ID under the Business Settings. Please click here for more details on how to verify your business

Business Display Name:
Choose a display name that will suit your business and will verify by Meta. The display name is not allowed to change after registration. For the complete guidelines about display names, please click here.

 

Step 3 - List your WhatsApp Business API details

CINNOX follows the standard APIs provided by Meta.
Any provider with direct integration to Meta should be compatible with CINNOX.

The following information is required to connect your WhatsApp Business API to CINNOX when you choose either Emma Global or Clare.AI as your provider:

ItemDescriptionExample
Provider NameRequired.
This is for CINNOX to comply with the Terms and Conditions of Meta.
The Name of your provider.
WhatsApp NumberRequired.
This is the number you subscribed for the WhatsApp Business API.
xxxxxxxxxx
Endpoints URLRequired.
This is the WhatsApp Server your provider provided.
"https://whatsapp-xxx.supplier.domain" or "https://123.123.123.123:8888"

The domain name is recommended for higher security protection.
WhatsApp Server User NameRequired.
This is the User Name of your WhatsApp Server.
admin

The user name should come from your provider.
WhatsApp Server User PasswordRequired.
This is the User Password of your WhatsApp Server User Name.
xxxxxxxxxx

The user password should come from your provider.
NamespaceOptional.
They are used by the provider.
xxxxxxxx_xxxx_xxxx_xxxx_xxxxxxxxxxxx

 

Clare.AI

Once your application is approved, Clare.AI will email your WhatsApp Business API details.

Emma Global

Once your application is approved, Emma Global will email your WhatsApp Business API details.

 

PART II: Connect your WABA Account to CINNOX

Step 1 - Create WhatsApp Channel:

  • Log in to your CINNOX Web Dashboard.
  • From the navigation menu, go to Channels > Social.
  • On the Social page, click the Connect Social button located in the top-right corner.
  • Select WhatsApp and click Connect.
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Creating WhatsApp channel

 

Step 2 - Select your WhatsApp Provider

  • Click + Connect your WhatsApp Business Account

  • Select your WhatsApp Business Account Provider:

  • If you are using Other WhatsApp Provider, please contact us through our Live Support web link.

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Selecting WhatsApp Provider

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The following guide below will show you how to create WhatsApp Channel with Emma Global, Clare.AI or Other WhatsApp BSP. For 360dialog, please refer to our 360dialog Guide.

Step 3 - Connect your WABA

Source Details

  • Source name: Input your WhatsApp Display Name registered as your Source Name.
  • WhatsApp Number: Input the phone number registered as your Whatsapp Business API

Please provide the information below from your BSP (Emma Global, Clare.AI or other BSP).

  • Endpoint URL
  • User Name
  • User Password
  • Namespace
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Source Details

 

Step 4 - Configure the CINNOX Channel and Routing Setting

Channel Name

  • Add a name as your WhatsApp channel name. The channel name can be up to 40 characters.
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Channel Name

Routing Settings
Select the Routing Rule and add Destinations based on the operational support to your channel.
Please check our detailed guide Alternative, Percentage, Time and Sticky Routing for more information.

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Routing Settings

 

Step 5 - Set up the Auto-Reply Message

You can enable and configure the following Auto-Reply Messages:

  • Welcome Messages: They are greetings sent to a customer when they first message you.
  • Away Messages: They are only sent if no staff are available to answer an enquiry.
  • Close Enquiry Messages: They will be sent to the visitors' chatrooms when the staff or the system closes the enquiries.

Display Name Format
You may include staff display names in your messages. Choose from the following options:

  • No name to display
  • Staff first name
  • Staff first name + last name

Welcome Message

  • CINNOX provides a default welcome message.
  • Toggle the switch on to enable it.
  • After toggling on it, you can change the default message according to your need.

Away Message

  • CINNOX provides a default away message.
  • Toggle the switch on to enable it.
  • After toggling on it, you can change the default message according to your need.

Close Enquiry Message

  • CINNOX provides a default close enquiry message.
  • Toggle the switch on to enable it.
  • After toggling on it, you can change the default message according to your need.
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Customise welcome, away and close enquiry messages

 

Enable CINNOX Channel Custom Info

Channel Custom Info allows you to add your channel details that your staff would see in the call screen and chat room whenever they are serving an enquiry. The custom info can be about the standard procedure or operation details of handling the enquiry.

  • Toggle the switch on to enable the Channel Custom Info.
  • A blank space adds the required basic information about the channel.
  • Click the Next button to complete all configurations, and the customised info appears on the Channel Custom Info.
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The custom info is displayed on the staff side in the chat room section for the chat enquiry.

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Custom Channel Info on the Enquiry Page

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  • You can customise the Channel Custom Info per Channel - Directory/Tag, Number, Social and Third Party Channel.
  • The custom info is displayed on the staff side in the chat room section for the chat enquiry.
  • The Channel Custom Info you can add is 10,000 chars per channel. Please ensure it is at most the limit to work correctly.
  • The Channel Custom Info will still be displayed as a chatbot message in the enquiry room if an enquiry is missed.

 

The created WhatsApp channel is listed on the Social channels.

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Others

Manage WhatsApp Channel in CINNOX

To edit, suspend, or delete your WhatsApp channel in CINNOX, refer to this guide's Managing Social Channels section.

 

Manage Social Channel Source

Refer to the Social Channel Source Guide to view, edit, or delete a channel source.

 

Serve Chat Enquiries

Refer to Serving Chat Enquiries for more information to serve an enquiry via the WhatsApp channel.

 

Known Limitations

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  • You can only connect WhatsApp Business API to CINNOX. You cannot connect to other WhatsApp accounts.

  • A WhatsApp Business API account can only connect to one CINNOX service.

  • WhatsApp Business API has a 24-hour idle conversation limit.
    A message will appear in the chat room when the staff attempts to send a message to the visitor, but the conversation has lapsed due to being idle and has reached the time limit: Sorry, your message can no longer send; the 24-hour message window has lapsed. Close this enquiry, or wait until the visitor sends a message again.

  • Supported Text, Media Content-Types and Size Limit. For details, please refer to Meta Supported Files.

 

Help and Support

Send a test message to your WhatsApp Business API account and check if your CINNOX service receives it as a new enquiry.

If your CINNOX service is still not receiving any messages, contact our CINNOX Support Team at [email protected].