You can define WhatsApp as a communication channel on your Eshopbox workspace to start sending notifications to your customers via WhatsApp. Eshopbox is set as the default sender.
But in case you wish to customise your WhatsApp sender name, you need to set up your Meta business account, customise templates and configure the WhatsApp account on your Eshopbox workspace.
Before you start, make sure you have
A Meta developer account. Learn here how to create a Meta developer account.
A business app. Learn here how to create a business app. If you don't see an option to create a business app, select Other > Next > Business.
Once done, you need to follow the below given steps to customise your WhatsApp sender name.
Step 1: Adding the WhatsApp product to your app
From the My Apps screen select your app, and select Set up.
In case, you have created a new business app, you’ll be prompted to Add products to your app. Under WhatsApp, you need to select Set up.
If you have a Meta Business Account (MBA), you will be prompted to attach it when adding the WhatsApp product to your app. If you don’t have an MBA, you need to create one. Once your MBA is attached to your application, you’ll be ready to start testing.
Adding the WhatsApp product to your app:
Prompts you to create a Meta Business Account if you don’t have one.
Creates a test WhatsApp Business Account for you, automatically. This account has limitations and should be used for testing and development purposes since you don't pay for messages.
Creates a test business phone number associated with your WhatsApp Business Account. With this number, you can send free messages to up to 5 recipient phone numbers.
Creates a pre-approved message template.
Step 2: Creating a template
To create a template on WhatsApp, you need to follow the below given steps:
Navigate to Business Manager and select your business. Click on the three-line icon.
Select WhatsApp Manager.
Click the account that you want to create the message template for. Click the 3-dot icon.
Select Manage message templates. If you have multiple WhatsApp Business accounts, use the drop-down menu to select the account where you want to create a message template.
Select Create message template.
Choose your category, name and language:
Category: Choose which type of template you'd like to create. You can hover over the template types to view details for each template. It is suggested you use the Utility category for template creation.
Name: Enter the name of the template in lowercase letters, numbers and underscores only.
Language: Choose which languages your message template will include. You can delete or add more languages in the next step. It is suggested you use English (UK).
Click Continue.
Add your content:
Header: (Optional) Add a title or choose which type of media you'll use for this header.
Body: Enter the text for your message in the language you've selected. You can edit text formats, add emojis or include variables. These allow you to add unique information such as specific names, locations or tracking numbers when inputting the templates.
Add sample: You can add a content example for your template by clicking the Add sample button. This helps us during the review and approval process, so we can understand what kind of message you plan to send. Make sure that these are examples and do not include any actual user or customer information.
Footer: (Optional) Add a short line of text to the bottom of your message template.
Buttons: (Optional) Select from the drop-down menu to create buttons that let customers respond to your message or take action:
None: If you don't want to add any buttons, select this option.
Call to action: Create up to two buttons that let your customers take action. The types of action include Call phone number and Visit website. This lets you add a phone number or website URL to your message. If you choose Visit website, you can choose from a Static (fixed) website URL or a Dynamic website URL, which creates a personalised link for the customer to view their specific information on your website by adding a variable at the end of the link.
Quick reply: Create up to three buttons that let your customers respond to your message.
Once done click on Submit.
Your template will now be sent for review. The status of your template is viewable under Message templates. It usually takes 24 hours for templates to get approved.
Note: The variables and the expected value need to be shared with Eshopbox for mapping.
Step 3: Verifying your Meta Business Account
To verify your Meta business account, you need to follow the below given steps:
Navigate to Security Center under Business Manager.
Click Start verification.
Click Get Started to begin the verification process.
Select your location and click Next.
Fill out the details about your business: name, address, phone number, website. Click Next, once done.
Select a verification method
email
phone call
text message (SMS)
domain verification.
Upload the necessary documents.
Enter the verification code received and click Next.
Your verification form will be submitted. It typically takes around 2-3 business days for Meta to review the application. You’ll receive a notification when the review is complete. You can also check its status under Security Center.
Step 4: Enabling two-step verification
To enable two-step verification, you need to follow the below given steps:
Navigate to Business settings.
Select Business info > Business options.
Click the drop-down menu next to Two-factor authentication.
Select Admins only or Everyone to choose who this requirement applies to.
Step 5: Adding a phone number
To add a phone number on WhatsApp, you need to follow the below given steps:
Navigate to the Meta App that is set-up for WhatsApp by going to developers.facebook.com > My Apps > Select your App.
Note: If your phone number is currently registered with WhatsApp Messenger or the WhatsApp Business App, you need to first delete it. See Migrate an Existing WhatsApp Number to a Business Account.
From the left menu, navigate to the WhatsApp > API Setup.
On the right pane select Add phone number.
Use the display name guidelines to enter a display name for your phone number. This is the name that will show for your business phone number once approved.
Select your Timezone. This will be used for WhatsApp Billing and analytics.
Select a Category for your business and enter a Business description.
Select Next to begin the phone number verification process.
Select your country code from the drop down and enter the phone number you want to register.
Select how you would like to receive your verification code, either by Text Message or Phone and click Next to continue.
Enter the verification code once received and click Next to continue.
The phone number will appear in the From drop down menu of the Send and receive messages section of the panel.
Select the newly added phone number to begin sending messages.
Note: If your phone number fails to register, you will see an error message below the drop down as Please register your phone number to send messages.
You need to click on the link to access the configuration screen. Click on the slider button next to Registered to register your phone number again.
Step 6: Configuring your phone number settings
To configure your phone number settings on WhatsApp, you need to follow the below given steps:
Navigate to Business Manager and select your business.
Click on the three-line icon.
Select WhatsApp Manager.
Select the account. Navigate to the left-most menu and click Phone numbers.
Update the profile and enable the Two-step verification.
Note: The uploaded profile photos are to be a square with a max edge of 640px and max size of 5MB.
Step 7: Requesting an official Business Account
To request an official business acoount, you need to follow the below given steps:
Navigate to WhatsApp Manager from your Business Manager.
Click on the phone number for which you want to request OBA within the Overview section.
Note: Please note your Business Verification and Display Name approval needs to be complete before applying for OBA.
Click on Submit Request and fill out the required information.
You can submit up to 5 supporting links especially from renowned publications (e.g., India Today, Economic times, Wall Street Journal, Reuters, Wikipedia, Business Insider) to show that the business is notable, which helps us determine notability.
Fields like Country(s) of operation, parent business or brand (esp. if it is a well known brand) and Primary language helps us to further understand your brand and eligibility for OBA.
Once your request is reviewed, you will receive a notification for the same. If your request is rejected, you can submit a new request after 30 days.
Step 8: Creating a Permanent Access Token
To create a Permanent Access Token, you need to follow the below given steps:
Navigate to Business Settings.
Select the business account your app is associated with.
Select Users > System Users.
Click Add.
Name the system user, choose Admin as the user role, and click Create System User.
Select the whatsapp_business_messaging permission.
Click Generate New Token.
Copy and save your token.
Step 9: Installing WhatsApp on your Eshopbox workspace
Once the above steps are done, you need to install and configure WhatsApp on your Eshopbox workspace. Learn here how to configure WhatsApp on your Eshopbox workspace.
Step 10: Enabling WhatsApp notification on your Eshopbox customer portal
To ensure effective and timely communication with your customers, it is advisable to send notifications pertaining to their orders. Once you have configured WhatsApp on your Eshopbox worskapce, you can manage your WhatsApp notifications from the customer portal. Learn here how to manage your customer notifications.