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3CX Whatsapp

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123 views4 pages

3CX Whatsapp

Uploaded by

UzumakiGouyo
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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WhatsApp Integration | 3CX Configuration Guide https://www.3cx.

com/docs/manual/whatsapp/

Configuring WhatsApp
● How it works
● Step 1: Check the Requirements
● Step 2: Create a WhatsApp application
● Step 3: Set up an Admin role
● Step 4: Generate a new token
● Step 5: Configure 3CX
● Step 6: Configure your webhook in WhatsApp
● See also

How it works
WhatsApp integration enables your agents to reply to WhatsApp messages directly from 3CX.
WhatsApp messages are delivered into the same chat panel as live chat, SMS, and Facebook
messages enabling you to reply to multiple channels easily and with the same team.

Step 1: Check the Requirements


● You must have a WhatsApp Business Platform account set up with a phone number
added. This number should not be registered to any other existing WhatsApp account, whether it
be virtually or on a device. If you want to use a number that is already set up on WhatsApp, you
have to delete the account first. Read more here.
● WhatsApp integration is intended to answer inbound messages only. You cannot initiate a
conversation with a WhatsApp user. The WhatsApp user must send you a message first. You will
then have 24 hours to respond to the message.

Step 2: Create a WhatsApp application


1. Navigate to https://developers.facebook.com and click “Log In” on the top right
2. Navigate to ‘My Apps’, click on “Create App”, select “Other” and click “Next”.
3. Select “Business” for the app type and then click “Next”.
4. Give your application a display name and use the drop-down list to select your business account.
Click “Create app”.
5. Re-enter your password and click “Submit”.
6. In the next screen you can add products to your app. Scroll down to WhatsApp and click “Set
up”.
7. In the “Welcome to the WhatsApp Business Platform” section click “Start Using the API”.

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WhatsApp Integration | 3CX Configuration Guide https://www.3cx.com/docs/manual/whatsapp/

8. Use the drop-down menu to choose the correct phone number - the one you will use to send and
receive messages. Copy your ‘Phone number ID’ and save it for a later stage.

Step 3: Set up an Admin role

1. From the top left-hand side click on the menu icon and select “Business settings”.
2. Navigate to “Users” > “System Users” and click “Add”. Accept the non-discrimination policy
and click “Done”.
3. Set a system user name, i.e. ‘3CX’, and set the user role to “Admin”.

4. Click “Add Assets”. In the pop-up box, select “Apps” > “Choose your App” and enable the
“Manage app” option. Click “Save Changes”.
5. On the left-hand menu navigate to “Accounts” > “WhatsApp accounts”, select your WhatsApp
Business account and click “Add people”.

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WhatsApp Integration | 3CX Configuration Guide https://www.3cx.com/docs/manual/whatsapp/

6. Select the system user you created, allow full control then click “Assign”.

Step 4: Generate a new token


1. From the left-hand menu navigate to “Users” > “System users” and click on “Generate new
token”.
2. In the pop-up options, select your app from the drop-down list.
3. Check the boxes for “whatsapp_business_messaging” and
“whatsapp_business_management”. Click “Generate Token”.
4. Copy your access token from the pop-up box and save it as it will not be available again. This is a
permanent token which does not expire unless you click on the “revoke token” button.

Step 5: Configure 3CX

1. Log into your Web Client, navigate to “Admin” > “Voice & chat” and then click on “+ Add
WhatsApp”.
2. Edit the default name to your preferred name.
3. Enter your WhatsApp account phone number in an international format (e.g +447732456789).
4. Copy the Webhook URL to a notepad.
5. Paste the “Access token” obtained in step 3.
6. Enter the “Phone number ID” obtained in step 1.
7. If you are a ‘System Owner’ or a ‘System Admin’, you can make the integration available system
wide or just for the group.
8. Click “Save”.

Step 6: Configure your webhook in WhatsApp


1. Go back to your Meta for Developers portal and find your app.

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WhatsApp Integration | 3CX Configuration Guide https://www.3cx.com/docs/manual/whatsapp/

Setting Webhook in WhatsApp from Meta for Developers Portal

2. Go to “WhatsApp” > “Configuration” and click on “Edit” under the ‘Webhook’ section.
3. Paste the webhook you copied from the Web Client into the “Callback URL” field.
4. To verify the token, enter a random string of letters and numbers. This will not be needed again so
there is no need to save your string for a later date. Click “Verify and save”.
5. Click on “Manage” in the ‘Webhook fields’ beneath the “Edit” button.

Webhook Configuration: Selecting Fields for Subscription and Testing

6. Check the “Subscribe” box for the ‘messages’ field and click “Done”.
7. You can now proceed to test your configuration by sending a WhatsApp message to your
WhatsApp business number.

See also
● How to set up Facebook
● How to configure Live Chat
● How to configure SMS/MMS
● How to Manage Customer Queries

Last Updated
This document was last updated on 28 February 2024
https://www.3cx.com/docs/manual/whatsapp/

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