WhatsApp Communication Channel Integration with Bird (formerly Message Bird)

This document provides step-by-step instructions for integrating the WhatsApp communication channel (MXTS) using Message Bird.

Before proceeding, ensure that you have an active Message Bird account.

1. Setting Up the WhatsApp Channel in Message Bird

Step-by-Step Guide:

1. Login to Message Bird:

   • Navigate to Message Bird.

   • On the left navigation panel, click Developer.

2. Navigate to WhatsApp Setup:

   • Select WhatsApp under the Developer menu.

   • Click on the WhatsApp Setup submenu.

3. 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 (ensure the number is not registered with WhatsApp).

     • Buy number if you need to purchase a new number. Follow the payment process.

4. 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.

5. Name Your Channel:

   • Assign a name to the channel.

6. Install WhatsApp:

   • Click Install WhatsApp to finalize channel creation.

7. Save the Channel ID:

   • Copy and save the generated Channel ID locally for use in MXTS.

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2. Setting Up WhatsApp Channel Templates in Message Bird

WhatsApp 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 Guide:

1. Navigate to Template Management:

   • Go to Developer → WhatsApp → Template Management.

2. Create a New Template:

   • Click Create new project.

   • Set the channel type to WhatsApp, interaction type to WhatsApp approved, and message type to Text.

3. Define and Publish Template:

   • Assign a project name and click Start now.

   • Edit the template text and click Publish.

4. Wait for Approval:

   • Meta reviews templates before approval. If a template is rejected, a failure reason will be provided.

5. Use Approved Templates:

   • Once a template is marked green, it is ready for use in MXTS.

Reference: Understanding WhatsApp’s Customer Care Window

3. Generating an Access Key in Message Bird

The Access Key is required to authenticate MessageBird API requests.

Step-by-Step Guide:

1. Navigate to Access Management:

   • Go to Developer → Access Management → Access Keys.

2. Create a New Access Key:

   • Click Add new access key.

   • Provide a name and description.

   • Set the role to Organization Owner.

   • Click Save.

3. Save the Access Key:

   • Copy the generated key to a secure location. It will only be displayed once.

4. Collecting Required Information for MXTS

Information Required:

1. Access Key: Generated in the previous step.

2. Channel ID: Saved during channel setup.

3. Phone Number: Used in the WhatsApp channel.

4. Organization ID:

   • Navigate to User settings → Organization.

   • Copy the Organization ID.

5. Workspace ID:

   • In the Organization tab, click Workspaces.

   • Copy the Workspace ID.

5. Setting Up the WhatsApp Communication Channel in MXTS

Step-by-Step Guide:

1. Access Configuration:

   • Go to Customer Care Manager → Configuration → Communication Channel.

2. Create a New Communication Channel:

   • Click Create new communication channel.

   • Select WhatsApp (via MessageBird).

3. Provide Necessary Details:

   • Name

   • Code

   • Default Inbox

   • SLA (if applicable)

   • Fill in details collected earlier (Access Key, Channel ID, Phone Number, etc.).

4. Authenticate:

   • Click Authenticate. If successful, the channel status will show Authenticated.

5. Test Communication:

   • Send test messages to ensure integration is working.