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Pre-requisites & Prep for WhatsApp Channel

Introduction

WhatsApp Channel enables businesses to leverage WhatsApp for customer support, messaging, and direct communication through Smartflo. Before you can start using the WhatsApp Channel, ensure that you have the necessary requirements in place. This guide will walk you through the essential pre-requisites to get you started with integrating WhatsApp on Smartflo.

Pre-requisites for WhatsApp Channel

1. Facebook Business portfolio Account

To integrate WhatsApp with Smartflo, you need a Facebook Business Portfolio Account. This free tool from Facebook helps manage your business presence across Facebook, Instagram, and WhatsApp.

2. Business Website

Your business website is a key element in verifying your business for WhatsApp API integration. It serves as a verification tool to authenticate your business’s legitimacy and provides customers a direct link to connect via WhatsApp.

Your website should include:

  • Business Identity: Name, logo, and contact details to build credibility.
  • About Us Page: Describes your business, mission, and values.
  • Privacy Policy: Explains how customer data is collected, used, and protected.
  • Terms of Service: Relevant terms for WhatsApp API integration.
  • Customer Support: Highlight your commitment to customer support, demonstrating the use of WhatsApp for communication.

3. Phone Number

You will need a dedicated business phone number for your WhatsApp Business Account. A personal number cannot be used.

  • You can also use numbers available on Smartflo in the "My Numbers" section.
  • The number cannot be associated with an existing WhatsApp account.
  • Toll-free numbers are also acceptable, as long as you can receive SMS/Voice OTP.

Preparation for WhatsApp Channel connection

1. Authenticate Your Phone Number

Before integrating your number with Smartflo, it’s essential to authenticate it. This can be done via SMS or a voice call. If your number has IVR enabled, please disable it temporarily.

If you're using WhatsApp on this number, you’ll need to delete the existing WhatsApp account before proceeding:

Open WhatsApp > Settings > Account > Delete my account.

2. Authenticate with Your Facebook Business Account

Integrating with your Facebook Business Account streamlines the process. If you don’t have one, you can sign up during the integration process.

  • Important Note: Once integrated with Smartflo, WhatsApp will no longer function on your phone, and you won’t be able to transfer previous conversations or contacts to Smartflo.
  • If you wish to revert to WhatsApp Business or the mobile app, change the phone number status as deleted in Channels Hub and delete the phone number from WABA Manager.

Verify your Facebook Business Portfilio

Proper Meta Business verification is critical. Ensure that your business documentation matches the information on your website and Facebook page.

Quick Tips for verification:

  • Verify your domain to control certain features within the Business Manager.
  • Ensure your website has an SSL certificate and that the company's name, address, and phone number match the details in your Business Manager.
  • The account email should align with your website's domain.
  • Double-check that the documents you submit are consistent and accurate.

What to do if Verification Fails:

  • Review the rejection notification for detailed reasons.
  • Ensure all business details are updated and accurate.
  • Submit any required documents promptly.
  • Appeal the decision if necessary.
  • Contact Facebook support for further assistance.

FAQs

  1. Are there any restrictions on companies applying for the WhatsApp Business API?
    1. Yes, some businesses are restricted from applying for the WhatsApp Business API, particularly those involved in illegal activities, unsafe products, or alcohol. Review the full WhatsApp Legal Commerce Policy here.
  2. How to apply for WhatsApp Business API?
    1. You can apply using the self-sign-up process available in the Channels Hub.
  3. How to get your Facebook Business Portfolio ID verified?
    1. To verify your Facebook Business Portfolio ID:
      1. Log into the Facebook account with admin access.
      2. Navigate to the Business Manager and select the correct portfolio.
      3. Click on “Start Verification” under the Business Verification section and follow the instructions.

Note: The verification process is separate from WhatsApp API integration.

  1. What if the "Start Verification" button isn't clickable / doesn't show?
    1. If the "Start Verification" button is not visible, it typically means your business details haven’t been fully submitted to Facebook.
    2. To resolve this:
      1. Create a WhatsApp Business Account here.
      2. Follow the instructions and complete the setup.
      3. Once done, refresh the page, and the button should be activated.
  2. List of Documents to Verify the Business Portfolio
    1. Accepted documents for business verification include:
      1. Certificate of Incorporation or Articles of Incorporation.
      2. Business registration or license document.
      3. Government-issued tax documents (not self-filed).
      4. Business bank statement.
      5. Utility bill (for business address verification only).

For the full list of accepted documents, visit the Facebook documentation.

  1. How long does it take to get the Facebook Business Portfolio ID verified?
    1. Verification typically takes 1-3 days. If there’s an issue with the form, Facebook will notify you via email for corrections.
  2. Why didn’t my business get verified?
    1. If verification fails, it’s likely due to discrepancies in business details. Meta handles the verification process, and Smartflo cannot influence the outcome. Check the Facebook rejection reasons for guidance.

Updated 13 days ago