Integrate Whatsapp into Servicio al colaborador – Colombia

Objective:

The goal of the article is to guide users step by step in integrating WhatsApp Business with Servicio al Colaborador. It provides detailed instructions on how to install the WhatsApp app, connect a business number, create and verify a Meta business account, and configure a profile in WhatsApp Business. It also explains how to perform company verification with Meta and how to start using WhatsApp to communicate with collaborators through Servicio al colaborador.

Scope:

The integration of WhatsApp into Servicio al colaborador allows you to manage WhatsApp conversations directly from your inbox in Intercom. This means your collaborators can contact you in the way that is most convenient for them, while you take advantage of Intercom’s powerful automations.

Additionally, you can use automations and bots, send outbound WhatsApp messages to multiple users, or offer WhatsApp as a follow-up channel on your Buk platform, allowing collaborators to continue the conversation for added convenience.

You will need the following:

To start, you will need a Meta business account and access to it. You can also create it during the setup process detailed in this article.
If you choose to create the Meta account during the setup process, you will need a personal Facebook account to sign in to Meta Business, where you can create your WhatsApp Business account.
Meta will need to verify the company's authenticity, for which you must upload a document that specifies the company name and either the postal address or the phone number.
Make sure you have access to the company's phone number you want to use. This number must be able to receive voice calls or SMS to receive a verification code.
If you are already using the mobile WhatsApp app or the mobile WhatsApp Business app with the phone number you want to use in Servicio al colaborador, you will first need to delete your account in the app. It is not possible to use the mobile WhatsApp app or the mobile WhatsApp Business app with the same phone number you use with the WhatsApp integration in Intercom.

Process:

To begin, sign in to your Intercom account. Go to the "App Store" section in the side menu and search for "WhatsApp".

Then click "Install now".

Once the app is downloaded, go to the "Settings" tab and click "Connect a business number".

If the phone number you want to use is not currently active on the WhatsApp Business API, or if it was previously used but has been completely disconnected, you should choose "This is the first time I'm connecting my business number"

A pop-up window will open where you must sign in to Facebook. Make sure to use an existing personal account, as new accounts are not approved to create accounts in Meta Business.

If you do not have a Facebook account at the moment, you can create one, but keep in mind that the account will need to be validated by Meta; for that, you must upload a document that supports your identity, such as an ID. Within a maximum of 2 days you will receive confirmation from Meta and will be able to continue with the process of creating the Meta Business account.

Then you must proceed to create the Meta Business account

To start, follow these steps to provide the company information. In the "Meta business account" section, choose the option "Create business account". In the "Company name" field, enter the company's legal name; it is important to note that this information will not be visible on the WhatsApp profile. For the "Company email", we suggest using the address associated with Servicio al Colaborador and that belongs to the company domain. Finally, complete the information by entering the organization's official website and selecting the corresponding country.

The next step is to create an account and profile in WhatsApp Business. Then select the "Next" option.

In the third step, you must configure a profile for WhatsApp Business. This profile will display relevant information about your company to WhatsApp users. You can edit this information at any time through Meta Business settings.

Next, you need to enter the phone number designated for WhatsApp; this will be the number your collaborators will use to contact you. Make sure the phone can receive SMS messages, as you will receive a code to verify the number.

Once you enter the code received on your mobile, business verification will begin. This step is necessary to ensure compliance with WhatsApp's commerce policy. To continue, click "Finish"

Once you have connected your WhatsApp Business account, you will need to request business verification from Facebook Business Manager; to do this click "Request verification"

You will be automatically redirected to the Facebook page to complete the verification steps

First you must enter the company information: Legal business name, Country, Postal address, City, Phone number and Email.

Then, verify the company's legal name by uploading an official document that matches the legal business name you entered.

After that, verify the company's address or phone number by uploading a document that shows your company's legal name along with the specified postal address or phone number.

Finally, choose a verification method: via phone, email, or the company's domain.

Once these steps are completed, Meta will begin verification, which will take approximately two business days.

Then return to Intercom. In step 2 "Verify your Facebook business account" you will see the status as "Pending". You will receive a confirmation from Facebook when your company is successfully verified.

Meanwhile, you can send a limited number of messages to test WhatsApp in Servicio al Colaborador. To run a test, add the integrated phone number as a contact on your mobile and message it via WhatsApp, or scan the QR code provided in step 3. This will open WhatsApp to start the conversation. When you send the message, the conversation will appear in your Intercom inbox, and you can reply to start a two-way conversation.

And that's it, by following these steps you will have integrated WhatsApp into Servicio al Colaborador, allowing collaborators to contact you via WhatsApp in addition to the bubble on your Buk platform.

Required Modules:

Base: People management
Addons: Servicio al colaborador

Keywords:

Servicio al colaborador, Whatsapp, Chat, integration, multichannel