WhatsApp Onboarding
Introduction
Engati helps you onboard or add a new WhatsApp number to your existing account. Please note that this is an assisted onboarding and you will need to contact support@engati.com or the partner admin to help add a new number or onboard a new account
Availability
Direct customers can add a new account by navigating to the link - https://wa.cbots.live/engati.
Partners will need to contact Engati support for their custom link which will be in the following format - https://wa.cbots.live/<brand_name>
Setup
Step 1
- Navigate to the onboarding link and enter the email ID associated with your account

- Enter the OTP received on your setup email ID to continue

Step 2
After logging in, click on 'Start Onboarding' to start the onboarding journey. Click on 'Continue onboarding' to resume from the previous point
Note: Kindly ensure that you have the following information before starting,
- Phone number to be used for WhatsApp Business APIs
- Ability to receive OTP on this number via call or SMS

Step 3
- Follow the directions of the onboarding wizard and proceed with the onboarding wizard, depending on your requirements you will be navigated to the appropriate step
- You might need to get in touch with Engati support PoC for the following scenarios,
- You want to onboard an IVR number and you need to whitelist certain numbers
- Migration from another BSP
- Migration from 360dialog
- Unverified Facebook Business Manager
- After all the pre-requisites are satisfied, you will be taken to the next step of account creation with WhatsApp Business Service Provider (BSP)

Note: If you are just retrieving the API Key or want to add another number, you can directly click on 'Login' link at the bottom

Step 4
- Click on the button - 'Click here to begin WhatsApp Onboarding'

- Follow the steps that will appear on the pop-up. Kindly ensure that the pop-ups are not blocked on your browser
- Provide your details that will be used to create an account with the WhatsApp Business Service Provider (BSP)
Note: If you are just retrieving the API Key or want to add another number, you can directly click on 'Login'

Creating a new account
- Provide the details for account creation
- Complete the phone number verification
- Ensure that the phone number you want to enable with WhatsApp API can receive OTP via SMS or Voice
- Provide the OTP in the pop-up to complete the verification
- You will be redirected to the next step to retrieve the API Key
Note: API Key might take 4-6 hours to get generated in some scenarios. Re login to the portal and start with the below exercise of retrieving the API Key

Adding a new number to an account
- Follow the above steps and login to the BSP pop-up
- Enter your credentials and select the option to 'add a new number right now'
- Complete the phone number verification
- Ensure that the phone number you want to enable with WhatsApp API can receive OTP via SMS or Voice
- Provide the OTP in the pop-up to complete the verification
- You will be redirected to the next step to retrieve the API Key
Note: API Key might take 4-6 hours to get generated in some scenarios. Re login to the portal and start with the below exercise of retrieving the API Key
Retrieving the API Key
- Continue from the above steps, or if you are logging in again start from Step 2 and click on 'Login' link at the bottom to retrieve the API Key
- Login to your previously created 360dialog account and enter the credentials
- Select the number for which you want to retrieve the API Key
- Click on 'Save Selection' and after some seconds you will be redirected back to the onboarding portal with an option to copy the API Key




Step 5
Copy the API Key from the onboarding screen and add it to the chatbot in your Engati account - https://app.engati.com/admin/configure/deployment/whatsapp
Click on the link to know more about the same - https://help.engati.com/whatsapp-setup-using-360dialog
Best Practices
Follow the below guidelines to ensure that you have a seamless experience,
Direct Customers
- If you already have an existing account with 360dialog BSP, migrate your account to Engati partner before proceeding with the onboarding
- If a new number has to be added to same 360dialog account, ensure that it’s added to the same existing account on Engati with a different bot
- Ensure that for each account in 360dialog hub you have a corresponding account on Engati
- For a new account on 360dialog, subscribe and create a new account on Engati
- For a new number on the same account on 360dialog, you can have a new bot on the same account on Engati
Partners
- Always create a new account for each new customer, do NOT add numbers to the same account - it will run a risk of getting blocked by Meta and if one number is impacted this will impact other numbers in the same cluster
- If a new number has to be added to same 360dialog account for the same customer, ensure that it’s added to the same existing account on Engati/white-label portal with a different bot
- In any case, if a new number is to be added and to be linked to a different account on Engati/white-label portal - ensure that a new account is created on 360dialog also
- Ensure that for each account in 360dialog hub you have a corresponding account on Engati/white-label portal
- For a new account on 360dialog, create a new account on the Engati/white-label portal
- For a new number on the same account on 360dialog, you can have a new bot on the same account on Engati/white-label portal
