Enabling WhatsApp Integration
Permission Required: Administrator profile
To enable the WhatsApp integration in your Zoho FSM account, do the following:
- Navigate to Setup > Channels > WhatsApp and click Integrate.
- Select the checkbox for terms and conditions and click Enable.
- Provide your Meta (Facebook) account credentials and click Log in.
Alternatively, you can also create a new Meta (Facebook) account. - Provide the code required to authenticate your Meta account and click Continue.
This is only required if you have enabled two-factor authentication for your Meta account. - Click Continue as [Meta Account Name].
- Click Get Started to grant the necessary permissions.
- Select the Meta business account you want to use.
The details of the selected Meta business account will be filled in the subsequent fields. - Select the WhatsApp Business account you want to use and an associated WhatsApp Business profile. Click Next.
- Click Save.
- Click Finish.
The integration between Zoho FSM and your WhatsApp Business account is now complete.
Create a Channel
Before you can create WhatsApp notifications and instant message your customers, you need to create Channels. You can create a channel for every phone number associated with your WhatsApp Business account. This will let you combine all your activities associated with a WhatsApp Business account phone number under a common head.
To create a channel:
- Navigate to Setup > Channels > WhatsApp and click Create Channel.
- Enter the following details and click Create:
- Channel Name: Enter a display name for the channel
- Phone Number: Select a phone number associated with the WhatsApp Business account
You can edit the details of a channel, delete it, or activate/deactivate it. Once you delete a channel, you will not be able to view that channel and the conversations associated with it in Zoho FSM. However, you can still view them in your Whatsapp account.