Pre-requisite:

1. You should hold a business manager account on Facebook. 
   
2. A valid phone number to access the WhatsApp Business API.
3. If there is an existing business WhatsApp account for this number, please delete it from WhatsApp and then connect it with SalesIQ.
4. In case this number is used in other Zoho services, the number needs to be unlinked from the existing Zoho service before using in SalesIQ.

How to migrate a WhatsApp account from other BSP?

1. Turn off two-factor authentication in the previously linked Business Solution Provider (BSP) account.
2. Navigate to SalesIQ > Settings > Messaging Channels > WhatsApp and click on Add.
3. This action will trigger a pop-up window prompting you to log in to Facebook. After logging in, provide your WhatsApp Business Account (WABA) ID or create a new one if needed.
4. Ensure that the profile name matches precisely the current one you're using and the one connected with SalesIQ.
5. Follow the subsequent steps and verify the number via phone or SMS through OTP.
6. Once completed, WhatsApp should be successfully connected with SalesIQ.
   

Note: Only the WhatsApp number will be migrated, the chat and media will not be migrated. 

How to integrate a WhatsApp business account with SalesIQ?

• From the SalesIQ dashboard, navigate to Settings > Messaging Channels > WhatsApp and click on Add.

• First, connect with your Facebook business account by clicking on Add account.

Connect Facebook business account to configure WhatsApp channel

1. Click Continue to link your Facebook business account to add your WhatsApp channel.
   

1. Click on Get Started to begin the steps to register and connect your WhatsApp business account to Zoho Social to be able to chat with WhatsApp users.
   

1. Click Continue on the Connect your account to Zoho Corporation window allowing to share the listed permissions with Zoho Corporation.
   

1. Add in your business information like Meta business account, Business name, website or profile page link, Country and then click on Next.
   

1. You can choose create a new WhatsApp Business account and WhatsApp Business profile here or select your respective accounts from the drop-downs.
   

1. Add in the details for your WhatsApp business profile like WhatsApp business account name, Profile display name, Time zone, Business  category, description and website link and then click on Next.
   

1. You can add add a phone number for WhatsApp here. Enter a new WhatsApp number to register. This is the number that people will see when they chat with you. Select a verification method of your choice. You can choose between Text Message or Voice Call and then click on Next.

Note: The phone number you are using here must not be signed up to WhatsApp previously. 

1. This will initiate the verification process. Follow the steps for the chosen verification method and then click on Next.
   

1. Once the verification is done, the accounts will be set up and the WhatsApp channel will be configured for your SalesIQ.

Connecting your WhatsApp account with Zoho SalesIQ

• Once you verify the WhatsApp business number with the Facebook login, you will be redirected to the SalesIQ - WhatsApp configuration page. Now, select the verified number in the Choose number drop-down.
  

• You will need credits to send/receive the message in the WhatsApp business account. Refer here for more details. 
  

• Choose a department to associate with the WhatsApp business number.
  

• Finally, verify the configuration and click Done .
  

• The WhatsApp business account is now integrated with Zoho SalesIQ.
  

Please note that messages you send from SalesIQ to Meta may be delivered in a different order than they were sent. Meta is not guaranteed for the sequence order. For more information, please consult the Meta document. 

Adding/Managing credits

• Navigate to Settings > Messaging channels > WhatsApp, click on the brand, choose to  Manage numbers, and tap  Add Credits.
  

• Specify the number of credits you want to purchase. You will be charged 2 USD per credit and a value-added fee of 3% of the cost.
  
• Click  Make Payment and make the payment. (Once  paid , your credits will be topped up and will be reflected in the  Available Credits section, and you can start sending messages.)

Note : WhatsApp charges are based on the country of the user you're messaging.

WhatsApp Business API Pricing Model

What is the conversation-based pricing model?

User-Initiated Conversation

Note: 

• The first 1000 conversations starting on the 1st of every month will be free as per WhatsApp Guidelines. Any free conversations will not be carried forward to the following month if they are unused this month.
  
• Additional 3% fee is charged every time credits are purchased.
  
• Whatsapp credits purchased for SalesIQ standalone service cannot be utilized for any other service. In case you are using SalesIQ as part of a bundle, the credits can be utilized for other services in the bundle.

Country-wise Cost per Conversation in USD

What is the business impact?

How much does Zoho SalesIQ charge?

Important

1. When this integration is executed, Zoho will automatically be added as a partner account in your (the customer's) Meta account. It is necessary to maintain Zoho as a partner account for this integration to work seamlessly. If this link or partnership is removed from customer end, the integration flow will be broken and will not work.
   
2. If Zoho Corporation was removed from the Partners section of your Meta account by mistake, the registered WhatsApp number needs to be relinked with SalesIQ for the integration to work as usual.
   
3. To do this, from the SalesIQ dashboard, navigate to Settings > Messaging Channels > Whatsapp > {Preferred brand} > Add number.

Preferences

Set a preferred time limit to close missed chats

When an operator does not attend a chat, it will fall under missed chats. You can set a preferred time limit of up to 24 hours in "Closed missed chat in." to close missed chat automatically.This will convert the missed chats to closed chats after the specified duration. 

Note: Operators must respond to the missed chats before the set time here, as they cannot respond to closed chats.

Set a preferred time limit to close idle chats

You can set a preferred time limit of up to 24 hours to automatically close active idle chats in the "Close idle chat in" section. For instance, let's assume we set 24 hours here. 

1. When a chat connects to an operator and then subsequently becomes idle, i.e., there was no message sent by both the operator and visitor, the chat will still remain active for 24 hours, based on the time limit set here.
2. After 24 hours of inactivity, the chat automatically closes and moves to 'Closed Chats.' 
   
3. If the visitor or the operator sends a message during this period, the timer will reset, keeping the chat active for another 24 hours.

Note: If the chatbot is enabled for the channel, these settings will not apply. The bot's idle chat configuration will be applied

Attachment types and limit

When in conversation with a WhatsApp user, the operator has the option to share attachments to enrich the chat and provide better assistance to the user. The attachment types supported and file size limits are listed below.

File Type	File Size Limit	Formats supported
Image	5 MB	jpeg, png, jpg
Document	20 MB	pdf
Video	15 MB	3gp, mp4
Audio	15 MB	mp3, mpeg, ogg, amr