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
• Number should not be active with any existing WhatsApp account
• Verified Facebook (Meta) Business Manager account



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

1. Provide the details for account creation
2. Complete the phone number verification
3. Ensure that the phone number you want to enable with WhatsApp API can receive OTP via SMS or Voice
4. Provide the OTP in the pop-up to complete the verification
5. 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

1. Follow the above steps and login to the BSP pop-up
2. Enter your credentials and select the option to 'add a new number right now'
3. Complete the phone number verification
4. Ensure that the phone number you want to enable with WhatsApp API can receive OTP via SMS or Voice
5. Provide the OTP in the pop-up to complete the verification
6. 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

1. 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
2. Login to your previously created 360dialog account and enter the credentials
3. Select the number for which you want to retrieve the API Key
4. 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