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:
- PART I: Get a WhatsApp Business API Account
- PART II: Connect your WhatsApp Business API Account to CINNOX
If you already have the WhatsApp Business API Account, you are ready to jump right through the second part.
What is WhatsApp Business?
You can find the WhatsApp Business API Provider in the Facebook Official Partner Directory
CINNOX has partnered with the following WhatsApp Providers:
Before you apply for the Business API, you will need to provide the following information to the chosen partner.
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.
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:
The Name of your provider
The domain name is advisable for higher security protection.
WhatsApp Server User Name
WhatsApp Server User Password
Once your application is approved, Clare.AI will provide your WhatsApp Business API details via email.
Once your application is approved, Sanuker will provide you with a credential to log in to your Dashboard and access your WhatsApp Business API details.
Field Name in CINNOX
Name in Sanuker Stella
Guide for accessing
Business Account Name
This is for your reference only, you can get it in the "Channels" >> "Edit" your Stella Channel >> "Platform" >> "Connect" >> "Verified Name"
Your Whatsapp No.
"Channels" >> "Edit" your Stella Channel >> "Platform" >> "Connect" >> "Your Whatsapp No."
"Channels" >> "Edit" your Stella Channel >> "Platform" >> "API Path"
User Name is always "admin"
"Channels" >> "Edit" your Stella Channel >> "Platform" >> "WhatsApp Server Info" >> Click "Unlock" >> Type in your Stella Password >> Copy the "Admin Password"
Not necessary to Sanuker
Once your application is approved, Emma Global will provide your WhatsApp Business API details via email.
- 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
- Click + Connect your WhatsApp Business Account
- Select your WhatsApp Business Account Provider:
- Emma Global
If you are using Other WhatsApp Providers, please contact us through our Live Support web link.
- 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
- Add a name for your WhatsApp channel. The channel name can be up to 40 characters.
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.
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. You may also choose to include a display name on messages from your staff sent to customers.
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
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.
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.
Created channels listed on the Social page.
To edit, suspend, or delete your WhatsApp channels in CINNOX, refer to the Managing Social Pages section of this Guide.
Refer to Serving Chat Enquiries for more information to serve an enquiry via the WhatsApp channel.
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.
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.
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].
Updated 10 days ago