How to connect your WhatsApp number via Official API (Cloud API)?

To connect your WhatsApp number using the Official API (Cloud API), you must first initiate the process on the Papo platform (https://papo.global/) by creating a new inbox of the type "WhatsApp – Cloud API (Meta)". Next, you need to configure an application and a phone number in Meta's Business Manager to obtain the credentials (Phone Number ID, Business Account ID, and Access Token), which will be entered into Papo to finalize the connection.

The integration via WhatsApp Official API, also known as Cloud API, is the most robust and scalable solution for businesses looking to professionalize their customer service on the channel. Unlike the WhatsApp Business app, the API allows multiple agents to use the same number, in addition to enabling advanced automations with AI and integrations with other systems, such as CRMs and ERPs.

Papo Global facilitates this connection, guiding you through the process and unifying WhatsApp with your other communication channels in a single inbox.

Prerequisites for Connection

Before you begin, make sure you have:

1. A Papo Global account: You need to have access to the Papo dashboard to start the configuration.
2. A Meta Business Manager account (Facebook Business Manager): Your business must be configured and, ideally, verified on the Meta platform.
3. A unique phone number: The number you are going to connect cannot be active on a WhatsApp or WhatsApp Business app account. If it is, you will first need to delete the WhatsApp account associated with that number before starting the migration process to the API.

Step-by-Step Guide to Connect the WhatsApp API

The process is divided into steps that take place both on the Papo platform and in the Meta environment.

Step 1: Start Configuration in Papo Global

The first step is to indicate in Papo that you want to add a new WhatsApp channel via Official API.

1. Access the Papo dashboard and go to Settings → Inboxes.
2. Click the “Add new Inbox” button.
3. In the list of channels, choose the option “WhatsApp – Cloud API (Meta)”.
4. You will be directed to a configuration screen. Keep this tab open, as you will need it after configuring everything in Meta.

Step 2: Create and Configure an Application in Meta

Now, let's go to the Meta for Developers environment to create the necessary structure.

1. Access the Meta for Developers portal.
2. Click “Create App”.
3. Select the app type “Business” and click "Next".
4. Give your app a name (e.g., Papo Support [Company Name]) and link it to your Meta Business Manager account.
5. After creating the app, on the main dashboard, scroll down and find the “WhatsApp” product. Click “Set up”.

Step 3: Add and Verify the Phone Number

Within the WhatsApp product configuration in your app, you will need to link and verify the phone number to be used.

1. Follow the instructions to connect your Meta account.
2. In the API configuration section, there will be a step to add a phone number.
3. Enter the phone number you wish to use (remember: it cannot be active on another WhatsApp app).
4. Choose a verification method (SMS or voice call) and enter the received code to confirm ownership of the number.

Step 4: Obtain API Credentials

With the application created and the number verified, you already have access to the necessary credentials for integration. They are located in the WhatsApp configuration panel within your app in Meta.

The three essential pieces of information are:

• Phone Number ID: The unique identifier for your number on the Meta platform.
• WhatsApp Business Account ID (WABA ID): The identifier for your WhatsApp business account.
• Access Token: A key that authorizes Papo to communicate with the API on behalf of your company.

Step 5: Finalize the Connection in Papo Global

Return to the Papo tab you left open in Step 1.

1. Fill in the form fields with the information you obtained from Meta:
   • Inbox Name: An internal name for you to identify the channel (e.g., "Official WhatsApp").
   • Phone Number ID.
   • WhatsApp Business Account ID (WABA ID).
   • Access Token.
2. Click “Save” or “Create Inbox”.

Done! After saving, Papo will establish the connection. In a few moments, your Official WhatsApp number will be connected and ready to receive and send messages directly through your unified inbox.

Step 6: Create Message Templates

To initiate conversations with your customers or send notifications after 24 hours of their last interaction, WhatsApp requires the use of Message Templates (also known as HSM).

1. In your Meta Business Manager, access the WhatsApp Manager.
2. Go to the Message templates section.
3. Click “Create template” and follow the instructions to define the category, name, language, and content of your message.
4. Submit the template for approval. Approval usually takes a few minutes to a few hours.

Frequently Asked Questions (FAQ)

Can I use my current WhatsApp Business number?

Not simultaneously. To use a number with the Official API, you first need to delete the WhatsApp Business or personal account associated with it. This frees up the number to be registered with the API. The app's conversation history is not migrated, so we recommend making a backup beforehand if you need to consult old messages.

What happens if I don't use a message template?

You can only send free-form messages (without a template) if the customer has initiated the conversation or replied to one of your messages within the last 24 hours. Outside this "24-hour window," any message initiated by the business must obligatorily use a pre-approved template by Meta.

Does the Official API connection have a cost?

Yes. Meta charges for the use of the Official API based on a conversation model. The first 1,000 service conversations per month are usually free. Additionally, there is the cost of the Papo platform subscription, which provides the interface, CRM, AI, and automations. For details on Meta's pricing, consult their official documentation.

What is the WABA ID?

WABA stands for "WhatsApp Business Account". The WABA ID is the unique identifier for your WhatsApp business account. It is through this account that you manage your phone numbers, message templates, and check usage metrics.

How long does it take for Meta to approve my message templates?

Approval time can vary. Many templates, especially transactional ones (like order confirmation or appointment reminders), are automatically approved within a few minutes. Promotional templates or those with more complex content may take a few hours for manual review.

Where do I manage the agents who will have access to this inbox?

After creating the inbox in Papo, you can go to the "Agents" tab within the inbox settings and add which members of your team will have permission to view and respond to conversations that arrive through that number.

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