Reference16r1:Concept App Service Connector for Whatsapp

FIXME: This product is in the beta phase and is not yet finished

Applies To

• innovaphone System (PBX/AP) from version 16r1 upwards

Requirements

• innovaphone PBX
• innovaphone AppPlatform
• innovaphone myApps
• Messages App service and Connect app
• A Facebook account
• A valid phone number (MSN) required for the registration with the WhatsApp Business platform.

Licensing

This product requires licensing. You will need the following license.

• Name: innovaphone Connector für WhatsApp
• ID: Service(innovaphone-whatsapp)
• Order number: 02-00050-017

Concept

The Connector for WhatsApp establishes a connection to the WhatsApp Business Platform and to a Connect instance. Messages can be exchanged between Connect users and WhatsApp users. Supported message types include text messages, locations, contacts, reactions, and media files (.png, .jpg, .pdf, .mp4, .txt).

How it works

Messages written by WhatsApp users will be displayed in Connect alsongside with the Name of the Sender. By answering within the feed, the message is sent to the whatsapp-account of the initiator of the conversation.

Please note that a discussion can only be initiated by the WhatsApp user. This is a security mechanism to prevent spam for WhatsApp users. A Connect user can reply to a message from WhatsApp within a 24-hour time window. If there was no response within the time frame, a new discussion will be created in Connect when a new message from the same number is received.

Apps

App (innovaphone-whatsapp)

The Settings plugin enable the following parameters:

Websocket

Connection between the PBX and the App Platform.

Services

API which is used to get access to APIs provided by other App Services

connect

The connector for Whatspp needs access to connect to the Connect App

connect~moderator

The Connector for Whatsapp needs moderator rights to access the Connect App.

Install

• Install the WhatsApp Connector via the app Installer Settings plugin.
• Create a new PBX Object for the WhatsApp Connector with the Settings Plugin of the Connector for Whatsapp.
  • Configure a name and SIPid
  • Select your Connect app
  • Select the moderator mode of the Connect app.
  • Select a config template. Users inheriting from this template will have access to the Connect zone where WhatsApp posts are sent.

Configuration

Add the mobile number IDs you received from Meta. Messages received via a specific mobile number ID can be assigned to a Connect zone and tagged with hashtags.

WhatsApp Account Information

After the Onboarding Process the plugin will show you the following Parameter:

• WhatsApp Business Account ID
• Webhook-address (This address has to be reachable from the Internet, so make sure your reverse proxy forwards the traffic to the AP)
• Phone IDs associated with Whatsapp Business

Troubleshooting

If problems occur, please send us a log of the app service. Before reproducing the issue, delete the current contents of the log. The following trace flags should be enabled:

• HTTP client
• App Websocket
• Webserver traffic (only in case of media transmission problems)

Known issues

Whatsapp zone not visible in Connect

The user must have access to the Connector for WhatsApp app (Users → Apps tab). Config Templates can be used to distribute the app to users.