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
• At least one valid phone number (MSN) required for the registration with the WhatsApp Business platform. This number cannot be associated with the free version of whatsapp already.

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 ( e.g png, .jpg, .pdf, .mp4, .txt). You can find a full list here here]

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. 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.

Within a discussion in Connect, all messages are forwarded to the sender of the WhatsApp message, not only those posted as direct replies to the incoming message. Private messages are excluded from this behavior and can only be viewed by the author and the recipient.

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.

Set up

After the initial installation of the Connector for WhatsApp, you need to onboard the connector to the WhatsApp Business Platform.

Go to the Whatsapp Settings Plugin in your Settings app and open Set Up.

Next, configure any 6-digit PIN. Please store the PIN in a safe place, as it is required for the administration of your Phone IDs if they need to be deleted.

Click Set Up to connect to a shared service operated by Innovaphone.

Click Onboard to start an authenticated session with Meta and log in using your Facebook account. If you do not have one, you must create one.

If you already have a WhatsApp Business Account or a Business Portfolio, you can select it here. If not, one will be created for you. Click Next.

Add the details for your Business account, such as name, email address, and country, then click Next.

Next, select Use a new or existing WhatsApp number and enter the number you want to link as your WhatsApp Business number. Important: This number must not already be linked to another WhatsApp account, either WhatsApp Business or a regular WhatsApp account.

Choose Text message to verify your number. Afterwards, you will receive a verification PIN via text message, which must be entered.

Once completed, a success message will be displayed.

During the onboarding process, a user token and a phone ID are created for each MSN number and stored in the Connector for WhatsApp app service. They are automatically added to the Configuration section of the plugin.

Configuration

After completing the onboarding process, the user token and phone ID from Meta are displayed here. You can assign a Connect instance, zone, and hashtags to each phone ID. Messages received via a specific mobile number ID will be posted and tagged based on this configuration.

To delete Phone numbers for a WhatsApp Business account, or the WhatsApp Business account itself, go to the Meta Business Suite: [1] Note: Numbers are not removed from the Connector for WhatsApp settings when you delete the number in the Whatsapp Buiseness account. To remove the numbers open the Configuration section of the plugin and remove the affected number using the delete icon.

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 (max 20 MSN numbers)

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.