To start using This document provides step-by-step instructions for integrating the WhatsApp communication channel (MXTS) following configuration need to be.I assume that Message Bird (Bird.com) account is already setup, next step is to setup WhatsApp channel (Message Bird)using Message Bird.
Before proceeding, ensure that you have an active Message Bird account.
1.
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Setting Up the WhatsApp Channel
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in Message Bird
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Step-by-Step
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Guide:
Login to Message Bird:
Navigate to Message Bird.
On the left navigation panel
Select “WhatsApp” menu, inside click on “WhatsApp Setup” sub-menu
Click on “Add new channel” button on top right corner
- If
, click Developer.
Navigate to WhatsApp Setup:
Select WhatsApp under the Developer menu.
Click on the WhatsApp Setup submenu.
Add a New Channel:
Click on Add new channel in the top-right corner.
Choose:
I have own number if you already have a phone number
Click on “Click here to start” button (Step 2 of install WhatsApp screen) to start WhatsApp installation flow, if you have already register with Meta then login with credentials or else create new account.
- Once the previous step is completed assign
(ensure the number is not registered with WhatsApp).
Buy number if you need to purchase a new number. Follow the payment process.
Start the Installation Flow:
Click Click here to start on the WhatsApp installation screen.
Log in with your Meta credentials or create a new account if necessary.
Name Your Channel:
Assign a name to the channel
At last click on “Install WhatsApp” button which will create a new WhatsApp channel against the phone number.
- Copy and paste the Channel-Id generated on your local (Required in MXTS)
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Install WhatsApp:
Click Install WhatsApp to finalize channel creation.
Save the Channel ID:
Copy and save the generated Channel ID locally for use in MXTS.
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2.
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Setting Up WhatsApp Channel
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Templates in Message Bird
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Once WhatsApp channel is setup successfully, its time to setup a Template. WhatsApp/Meta has restriction on sending message to the customer outside of WhatsApp window time (is of 24hrs). To send a message to the customer you need to send a template (only approved templates are fetched in MXTS). The templates will be approved by Meta once it is published.
Ref: To understand more about WhatsApp window time here is the Message Bird documentation link
https://docs.bird.com/applications/channels/channels/supported-channels/whatsapp/concepts/whatsapps-customer-care-windowWhatsApp imposes restrictions on sending messages to customers outside the 24-hour messaging window. Approved templates are required for communication outside this window.
Step-by-Step
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In the same section “WhatsApp” inside “Developer” menu, there is “Template Management” option, click on it.
Click on “Create new project” button on top right corner
Select the Channel Type as “WhatsApp” → Interaction “WhatsApp approved” → Message Type as “Text”
Assign name to the Project and click on “Start now” button
You can edit the text as per your choice and once completed click on “Publish” button on top right corner
It takes some time for Template to be approved by Meta, in case template is not approved a failure reason is shared after which a new template need to be created
Once template is marked as green / ✅ it is approved by Meta and can be used in MXTS.
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Guide:
Navigate to Template Management:
Go to Developer → WhatsApp → Template Management.
Create a New Template:
Click Create new project.
Set the channel type to WhatsApp, interaction type to WhatsApp approved, and message type to Text.
Define and Publish Template:
Assign a project name and click Start now.
Edit the template text and click Publish.
Wait for Approval:
Meta reviews templates before approval. If a template is rejected, a failure reason will be provided.
Use Approved Templates:
Once a template is marked green, it is ready for use in MXTS.
Reference: Understanding WhatsApp’s Customer Care Window
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3.
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Generating an Access Key
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in Message Bird
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The Access Key is required to use Message Bird API’s for Sending/Receiving of the messages. This is sent in the API request to authenticate userauthenticate MessageBird API requests.
Step-by-Step
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Guide:
Navigate to “Developer” → “Access Management” → “Access Keys”
Click on “Add new access key” button
Assign to Access Management:
Go to Developer → Access Management → Access Keys.
Create a New Access Key:
Click Add new access key.
Provide a name and description.
Set the role to
Copy and paste the generated access key to your notepad (it will not be visible again)
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Organization Owner.
Click Save.
Save the Access Key:
Copy the generated key to a secure location. It will only be displayed once.
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4. Collecting Required Information for
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MXTS
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Information Required:
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Access Key
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: Generated in the previous
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2. Channel Id - already collected in previous steps 
3. Phone number - already collected in previous steps
4. Organization Id
Step-by-step guide:
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Click on your profile top left corner
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Click on “User settings”
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Select “Organization” tab
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step.
Channel ID: Saved during channel setup.
Phone Number: Used in the WhatsApp channel.
Organization ID:
Navigate to User settings → Organization.
Copy the Organization ID.
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Workspace Id
Step-by-step guide:
Within same “Organization” tab there is sub-menu “Workspaces”
Click on “Workspaces” menu and copy the “Workspace ID” value and paste it on your local.
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That’s it, we now have collected all the information required to start setting up Communication Channel - MXTS.
ID:
In the Organization tab, click Workspaces.
Copy the Workspace ID.
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5. Setting Up the WhatsApp Communication Channel in MXTS
Step-by-
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Step Guide:
Access Configuration:
Go to Customer Care Manager → Configuration → Communication Channel.
Click on “Create new communication channel” button
Select “WhatsApp (via Message Bird)” option
Fill out necessary details like Name, Code, Default Inbox, SLA etc.
On the next step, fill out all the fields with values we have already collected in previous steps. (Make sure the phone number is same as number in Message Bird WhatsApp Channel)
Click Authenticate
Create a New Communication Channel:
Click Create new communication channel.
Select WhatsApp (via MessageBird).
Provide Necessary Details:
Name
Code
Default Inbox
SLA (if applicable)
Fill in details collected earlier (Access Key, Channel ID, Phone Number, etc.).
Authenticate:
Click Authenticate. If successful, the channel status changes to will show Authenticated.
If authentication fails, troubleshoot using the error message.
Test the integration by sending a test message.
Verify that incoming and outgoing WhatsApp messages appear in the Unified Inbox of MXTSTest Communication:
Send test messages to ensure integration is working.