The Tidio integration with WhatsApp empowers businesses to manage WhatsApp messages directly inside the Tidio panel providing efficient and personalized support. With this integration, you can streamline your customer support workflows and enhance the communication experience for your customers.
Integrating Tidio with WhatsApp allows you to:
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Respond to all text messages received through WhatsApp (Please note: you have 24h to reply to received messages);
- Exchange an unlimited number of messages;
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Boost your productivity by adding flows to automate routine conversation.
In this article, you'll learn:
- What are the requirements
- How to integrate with WhatsApp
- How to remove the integration with WhatsApp
- How to use flows for WhatsApp
- The answers to the most Frequently Asked Questions
Requirements
Access to Facebook Business Manager
To be able to integrate with WhatsApp, each business needs to have access to Facebook Business Manager. Without access to it, you will not be able to integrate with WhatsApp.
If you don't have the Facebook Business Manager, you can create a new account. However, keep in mind that there may be certain restrictions on use in the first 24 hours.
Phone number for WhatsApp
The phone number must be a valid phone number that meets the following criteria:
- the phone number is owned by you and registered under your company's ownership. You should not use your personal phone number.
- you are able to receive phone calls and SMS to the provided number.
- If your number is being used inside the WhatsApp Messenger or WhatsApp Business app, you would need to remove it from the account that is being used and delete the WhatsApp Messenger from your phone device before integrating Tidio with WhatsApp.
Business details and legal address
While integrating Tidio with WhatsApp, you will need the following information:
- name of your company that will be visible to all visitors you engage with
- legal business name
- the official address of your company
How to integrate
To begin the integration with WhatsApp, head to Settings > WhatsApp section in your Tidio panel. Then, click on the Integrate WhatsApp button to start the integration.
You'll see a window with a summary of all the requirements that you need to meet in order to integrate Tidio with WhatsApp. To process, click on the blue Integrate WhatsApp button.
Each requirement will be explained in detail. To move forward, click on the Next Tip button:
In the next stage, you'll see a Facebook log-in modal. Please log in to your Facebook account associated with your Meta Business Account.
Select the Meta Business Account you want your integration associated with (or create one if you don't have one).
Next, create your Whatsapp Business Account (or select an existing one).
Then - submit the phone number that you plan to use as your Whatsapp Phone Number for verification. Please ensure that the phone number meets all the requirements. Receive your verification code and submit it in the Facebook integration window.
After the integration is completed, you'll come back to your Tidio panel where you will be able to see all the data about your integration:
How to remove the WhatsApp integration
To begin, access the WhatsApp Manager. Once on the platform, navigate to the Phone numbers section, which can be found in the left-hand menu.
Within this section, locate the phone number you wish to remove. Next, click on the Delete icon associated with that number.
Once you click on the Delete icon, it'll kickstart the deletion process. You'll likely need to confirm this by entering your password to make sure it's really you. Just follow the prompts that pop up to finish the deletion smoothly.
Flows for WhatsApp
You can take advantage of WhatsApp integration to provide a more efficient customer service experience. This integration supports flows, an additional layer of automation to your communication, allowing you to utilize some of the triggers for a streamlined customer service experience.
To learn more about flows in general, please see this section of our Help Center.
There are some limitations for flows due to how WhatsApp works; for example, only three triggers are able to function in WhatsApp:
- Visitor says
- Agent doesn't take the conversation
- Agent starts the flow
In addition to the above, the action Decision (Quick Replies) is slightly limited as well. Technically, the action allows you to create up to 11 different buttons to select from; WhatsApp users will only be able to view the first 3 buttons, however.
FAQ
Is the integration with WhatsApp free?
Yes, the integration is completely free and available on each plan.
Can I integrate a phone number that I've used for a different WhatsApp or WhatsApp Business account?
Yes. However, you must delete the number from the current account in order to reuse it for the new integration.
How do I delete the account:
- Open the WhatsApp App/WhatsApp Business App
- Navigate to Settings → Account
- Select Delete My Account
- Follow the steps described to delete the WhatsApp account. Please note it may take up to 3 minutes for the disconnected number to become available.
- Delete the WhatsApp app from your device
- Once the number has become available, you can undergo new WhatsApp onboarding.
Can I integrate multiple phone numbers?
Yes! Each WhatsApp Business Account can connect to 2 phone numbers by default or 5 phone numbers if the account is verified.
Can I pick up calls from WhatsApp?
Unfortunately, at this moment, audio/video calls/WhatsApp statuses /reactions/ Group messages - are not supported on WhatsApp API. As a result, we are unable to implement these features in Tidio. We understand that this limitation may be disappointing, but please rest assured that we are continuously exploring possibilities and advancements in the WhatsApp API. Once these functionalities become available, we will do our best to incorporate them into Tidio and enhance your overall experience.
Can I add a contact and create a new conversation?
Unfortunately, it is not possible to initiate WhatsApp conversations from Tidio's end; it's only possible to reply to incoming messages.
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