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To start using 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).

1. Setup WhatsApp Channel (Message Bird)

Step-by-Step guide:

  1. Login to Bird.com, on left navigation panel click on “Developer” menu

  2. Select “WhatsApp” menu, inside click on “WhatsApp Setup” sub-menu

  3. Click on “Add new channel” button on top right corner

  4. If you already have a phone number select “I have own number” option (The number should not be register with WhatsApp before) or else to buy a new number select “By number” and proceed to payment.

  5. 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.

  6. Once the previous step is completed assign a name to the channel

  7. At last click on “Install WhatsApp” button which will create a new WhatsApp channel against the phone number.

  8. Copy and paste the Channel-Id generated on your local (Required in MXTS)

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2. Setup WhatsApp Channel Template (Message Bird)

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-window

Step-by-Step guide

  1. In the same section “WhatsApp” inside “Developer” menu, there is “Template Management” option, click on it.

  2. Click on “Create new project” button on top right corner

  3. Select the Channel Type as “WhatsApp” → Interaction “WhatsApp approved” → Message Type as “Text”

  4. Assign name to the Project and click on “Start now” button

  5. You can edit the text as per your choice and once completed click on “Publish” button on top right corner

  6. 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

  7. Once template is marked as green / ✅ it is approved by Meta and can be used in MXTS.

That’s it the template is now active for usage.

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3. Generate Access Key (Message Bird)

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 user.

Step-by-Step guide

  1. Navigate to “Developer” → “Access Management” → “Access Keys”

  2. Click on “Add new access key” button

  3. Assign a name and description to the key and select role as “Organization Owner” and then click on “Save” button

  4. Copy and paste the generated access key to your notepad (it will not be visible again)

That’s it Access Key is generated. Using this access key our system fetches messages, and create webhook connection with Message Bird.

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4. Collecting Required Information for MXTS WhatsApp Communication Channel

Before we start setting up WhatsApp communication channel in MXTS we need few more details from your Message Bird account which will be used in MXTS.

Details required:

1. Access Key - already collected in previous steps (tick)

2. Channel Id - already collected in previous steps (tick)

3. Phone number - already collected in previous steps (tick)

4. Organization Id

Step-by-step guide:

  • Click on your profile top left corner

  • Click on “User settings”

  • Select “Organization” tab

  • Copy the “Organization ID” field value and paste it on your local.

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  1. 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.

5. Setup WhatsApp Communication Channel in MXTS

Step-by-step guide:

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

  2. Click on “Create new communication channel” button

  3. Select “WhatsApp (via Message Bird)” option

  4. Fill out necessary details like Name, Code, Default Inbox, SLA etc.

  5. 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)

  6. Click Authenticate

    • If successful, the channel status changes to Authenticated.

    • If authentication fails, troubleshoot using the error message.

  7. Test the integration by sending a test message.

  8. Verify that incoming and outgoing WhatsApp messages appear in the Unified Inbox of MXTS.

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