Intercom’s WhatsApp integration lets you handle conversations from WhatsApp directly in your Intercom inbox. Meaning your customers can contact you in the most convenient way for them, while you take advantage of powerful Intercom automations.
You can also send outbound WhatsApp messages to multiple users, or offer WhatsApp as a follow up channel in the Messenger so customers can take the conversation with them for maximum convenience.
WhatsApp is a paid app available on the Essential, Advanced, or Expert plan (not available on the Early Stage program).
What you’ll need
You must have an existing Facebook account, as brand new accounts aren’t eligible to use Meta Business Manager.
You’ll also need to set up the following:
WhatsApp business account.
You must have permission to access your company’s Meta Business Manager.
WhatsApp business profile.
Verified WhatsApp business number.
To set these up, you'll need:
The legal name of your company and your WhatsApp display name.
The URL of your business website.
Your business email address.
The company phone number that you want to send messages with.
Access to that phone number so you can verify the number.
The number must be able to receive SMS or voice calls.
It must not be part of an IVR (Interactive Voice Response) system, or you'll need to temporary disable IVR.
It must not be connected to another WhatsApp account. If the phone number is already connected to WhatsApp, you will have to migrate the phone number to Intercom (more information below).
Before you get started
If you are already using the WhatsApp mobile app or WhatsApp Business mobile app with the phone number you want to use in Intercom, you'll need to delete your account in the app first before you can use that phone number with Intercom. It's not possible to use the WhatsApp mobile app or the WhatsApp Business mobile app with the same phone number that you use with the WhatsApp Intercom integration.
To delete your account:
Open the WhatsApp app or WhatsApp Business app.
Navigate to Settings > Account.
Select Delete my account. It will take a few minutes for the disconnected phone number to become available.
Install WhatsApp channel
You’ll find WhatsApp in the Intercom App store. Click Install now to add it to your Intercom workspace.
After installation, go to Settings to connect a WhatsApp business profile. Click Connect a business number to get started:
You can choose to connect a WhatsApp business number for the first time, or migrate your WhatsApp business number from your current provider for use in Intercom.
Which option should I choose?
If the phone number you want to use isn't already actively in use in the WhatsApp Business API, or if it previously was but has been fully disconnected, you should choose "I'm connecting my business number for the first time".
If the phone number you want to use is already connected to the WhatsApp Business API, either directly or via another third party provider such as Twilio or MessageBird, you should choose "I'm migrating my business number from another WhatsApp business provider".
Connect a WhatsApp business number for the first time
If you choose this option, it'll open a window where you can follow the required steps with Meta:
Select or create a relevant Meta Business Account.
Create a WhatsApp Business Account.
Create a WhatsApp Business Profile, with a description, industry, and phone number.
Verify your Meta Business Account
Once you’ve connected your WhatsApp business number, you'll need to request verification from the Meta Business Manager. This process can take upwards of 48 hours, but you’ll have access to a trial period while your business is verified.
Trial the app
While you wait for your business verification, you can try out WhatsApp with a limited set of features:
You can start up to 250 business-initiated conversations in a rolling 24-hour period.
You can connect up to 2 phone numbers.
Once your application is approved by Meta, these limits are lifted.
We recommend creating message templates in your WhatsApp Manager during this time so you’ll be able to respond to conversations after WhatsApp’s 24 hour customer care window.
Migrate a WhatsApp business number from another provider
If you want to migrate a WhatsApp business number from your current provider, select the option "I'm migrating my business number from another WhatsApp business provider".
Important:
You must meet certain criteria to be eligible to migrate your existing WhatsApp phone number. See details in Meta's documentation.
Before migrating you must ensure that 2FA is disabled. Find out more in Meta’s documentation.
This will open a window where you should follow only the initial few steps of the signup flow:
Log into your Facebook account - This is the Facebook account which is connected to your existing WhatsApp Business Account.
Connect your account to Intercom - You’ll need to share account and billing permissions with Intercom.
Select your Business portfolio - This is the Business portfolio which is connected to your existing WhatsApp Business Account.
Create a new WhatsApp Business Account - You’ll be asked to either create a new WhatsApp Business Account or select an existing one. Do not select an existing WhatsApp Business Account. Instead select the options to "Create a WhatsApp Business Account" and "Create a new WhatsApp Business profile". Note: the display name should comply with Meta’s display name guidelines.
Do not add a phone number after creating your new WhatsApp Business Account. When you get to the Add a phone number for WhatsApp step, close the window and return to the installation screen in Intercom’s WhatsApp Settings.
You’ll need to enter your WhatsApp Business ID which you can find here. Then click Continue.
Next, enter the WhatsApp phone number which you want to migrate.
Note:
You must use the international phone format with your country’s dialing code, e.g. '+447123456789' for UK numbers.
If the phone number you want to connect is part of an IVR (Interactive Voice Response) and it can't receive SMS, you may need to disable the IVR to receive the call with the verification code.
You’ll receive a 6-digit Facebook verification code through a call or SMS on the WhatsApp phone number you provided. Enter this code to confirm the migration.
Your WhatsApp phone number will now be migrated to Intercom and your WhatsApp and Meta business accounts will show as Connected and Verified:
Note:
The WhatsApp display name needs to match the business name.
After being migrated, a phone number keeps its display name, quality rating, messaging limits, Official Business Account status, and any High quality message templates previously approved. Find out more here.
Test WhatsApp
You’re ready to start testing this WhatsApp integration and see how it works in the inbox.
All users who write in from WhatsApp will now have a new attribute WhatsApp number.
You can determine how you would like existing Intercom users to be identified when they've contacted you via WhatsApp by going to WhatsApp within the Intercom App Store and updating the settings under Identify existing users.
If you change the email address of a WhatsApp lead to the same email address of an existing user, that lead will be merged into the user record. The change may not appear right away.
Set your profile
Finish setting up your WhatsApp business profile by adding a profile picture in the WhatsApp Settings under Set your profile.
What's next?
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