Connecting WhatsApp

Connect your WhatsApp Business API account to CINNOX and enable multiple staff to manage one account, leverage CINNOX’s customer insights and analysis, and connect enquiries to the best team for support.

This user manual covers two main parts:

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


What is WhatsApp Business?

Learn more about WhatsApp Business and the WhatsApp Business API.


PART I - Get a WhatsApp Business API Account

Step 1 - Choose your WhatsApp Business API Provider

You can find the WhatsApp Business API Provider in the Facebook Official Partner Directory

CINNOX has partnered with the following WhatsApp Providers:

Partner Name


Clare.AI or Register Now


Or you can find another WhatsApp Provider

Please refer to WhatsApp Business API details


Step 2 - Prepare and apply for the Business API

Before you apply for the Business API, you will need to provide the following information to the chosen partner.




WhatsApp Number

Prepare a phone number that has never been registered to any WhatsApp services. Or an existing one, but please delete any other WhatsApp services before the 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 use CINNOX Local Number as your WhatsApp Business API phone number. So you can also use the local number as your Virtual Number that visitors can directly dial the number and receive the calls as enquiries in CINNOX.

Business Display Name

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

Verified Facebook Business Manager ID (BMID)

Check your Facebook BMID under the Facebook Business Settings. Please click here for more details on how to verify your business.


Step 3: List your WhatsApp Business API details

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

The following information is required to connect your WhatsApp Business API to CINNOX:




Provider Name

This is for CINNOX to comply with Terms and Conditions of Facebook

The Name of your provider

WhatsApp Number

This is the number you subscribed for the WhatsApp Business API


Endpoints URL

This is the WhatsApp Server your provider provided

"https://whatsapp-xxx.supplier.domain" or ""

The domain name is recommended for higher security protection.

WhatsApp Server User Name

This is the User Name of your WhatsApp Server


The user name should be coming from your provider.

WhatsApp Server User Password

This is the User Password of your WhatsApp Server User Name


The user password should be coming from your provider.


Used by the provider.



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

Emma Global

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


PART II: Connect your WhatsApp Business API account to CINNOX

Create WhatsApp Channel:

  • From the navigation menu, go to Channels > Social.
  • On the Social page, click the Create Channel button located on the top-right corner. A pop-up window will show to display a list of sources that you can connect to.
  • Click Connect to WhatsApp

Creating WhatsApp channel


Select your WhatsApp Provider

  • Click + Connect your WhatsApp Business Account
  • Select your WhatsApp Business Account Provider:
    • Emma Global
    • Clare.AI
      If you are using Other WhatsApp Provider, please contact us through our Live Support web link.

Selecting WhatsApp Provider

Source Details

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

Please provide the information below given by your Provider

  • Endpoint URL
  • User Name
  • User Password
  • Namespace

Source Details


Configure your setting

Channel Name

  • Add a name for your WhatsApp channel. The channel name can be up to 40 characters.

Channel Name

Routing Settings
Select for 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.


Routing Settings


Customise your welcome and away messages

Set welcome and away messages that are automatically sent to customers. Welcome messages are greetings sent to a customer when they first message you. At the same time, away messages are only sent if no staff are available to answer an enquiry. The custom info can be about the standard procedure or operation details of handling the enquiry.

Display Name Format
You may include a display name on your messages whenever your staff members reply to them. Choose from the following options:

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

Welcome Message
Greet your visitors when they send you their very first message.

  • CINNOX provides a default welcome message; you can change it according to your preference.

Away Message
When a visitor's enquiry is missed, send an auto-reply message that their enquiry will be attended to shortly.

CINNOX provides a default away message; you can change it according to your preference.


Customise welcome and away messages


Enabling 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.

  • Click on the edit button.
  • Toggle ON to Enable the Channel Custom Info.
  • A blank space adds the required basic information about the channel.
  • Click the Save button, and the customised info appears on the Channel Custom Info.

The custom info is displayed on the staff side at the chat room section for the chat enquiry.


The custom info is displayed on the staff side at the chat room section for the chat enquiry.


Custom Channel Info on the Enquiry Page


Important Notes

  • You can customise the Channel Custom Info per Channel - Directory/Tag, Number, Social and Third Party Channel.
  • Channel Custom Info is available for call and chat enquiries.
  • The Channel Custom Info does not support Direct Staff Enquiry and Enquiry from the Campaign Web Link.
  • The Channel Custom Info you can add is 10,000 chars per channel. Please ensure it is not more than 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.


Created channels listed on the Social page.


Social Main Page


Managing WhatsApp channels in CINNOX

To edit, suspend, or delete your WhatsApp channels in CINNOX, refer to the Managing Social Pages section of this Guide.


Serving Chat Enquiries

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


Known Limitations

:white-check-mark: You can only connect WhatsApp Business API to CINNOX. You cannot connect to other WhatsApp accounts.

:white-check-mark: A WhatsApp Business API account can only connect to one CINNOX service.

:white-check-mark: Supported Text, Media Content-Types and Size Limit

  • You can only send up to 3,900 characters per message.

  • You cannot recall messages from WhatsApp or other social page enquiries.

  • DOC, XLS, PPT, and PDF and should not exceed 100 MB for a file

  • PNG and JPG and should not exceed 5 MB for an image

  • AAC, MP4, AMR and MPEG and should not exceed 16 MB for audio

  • MP4 and 3GPP and should not exceed 16 MB for a video

  • WhatsApp Business API has a 24-hour window period when you can send messages and respond to enquiries. The following message appears when the window period has lapsed: 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.


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].

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