WhatsApp Integration

NeetoDesk allows you to add your WhatsApp number so that any customer messages sent to your WhatsApp number will appear as tickets in NeetoDesk. Agents can reply to these WhatsApp messages directly from NeetoDesk.

Pricing charged by WhatsApp business platform:

Before proceeding with WhatsApp integration, please note that NeetoDesk does not charge for this integration. However, WhatsApp applies Conversation-based pricing for using their business platform.

You can find the WhatsApp conversation rates at the bottom of this page based on the different conversation categories.

To add a credit card to your WhatsApp Business Platform account you can follow the steps mentioned in this article.

Please read the articles carefully before starting the integration process to ensure a smooth setup.

Prerequisites before starting the integration process:

Before you start, ensure you have:

  • Business phone number

  • Facebook account

Business phone number requirements:

  • It must be owned by you.

  • Must have a country and area code (shortcodes are not supported).

  • Must be able to receive voice calls or SMS (for verification purposes).

  • Numbers already used with WhatsApp Messenger or WhatsApp Business must be deleted first.

Seeking Help

Please note that the terminologies used by the Whatsapp team are confusing. We are trying our best to be as clear as possible in this document. However, at any point of time, if you are confused, then please click on Contact us at the bottom of this page, and the Neeto team will help you set up your WhatsApp number.

Follow these steps to integrate your WhatsApp account with NeetoDesk:

1. Open Settings:

  • In NeetoDesk, click on the Settings option from the sidebar.

  • Navigate to the Support Channels section.

  • Click on the WhatsApp Accounts card.

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Settings page

2. Connect WhatsApp:

  • Click on the Connect WhatsApp button then click on Continue with Facebook.

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WhatsApp connect page

3. Log in to Facebook:

  • If not logged in, you'll be redirected to the Facebook login page. Log in to your account.

  • If already logged in, you'll see the Facebook authorization page.

  • Click Continue as [Your account name] button.

  • And then click on Get Started.

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Facebook Authorization page

4. Add Business information:

  • You will be asked to add the business information or else if you already have the business information added, then it will be pre-filled.

  • Enter your business information (business name, email, and website). If you don't have a website, you can use a social media profile URL.

  • Choose your country and optionally add your business address.

  • Click Next and you will be directed to select your WhatsApp business account and profile.

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    Business information page

5. Select WhatsApp Business Account and WhatsApp Business Profile

  • If you don't have a WhatsApp business account, you'll be prompted to create one, or you can select your existing account from the dropdown.

  • If you don't have a WhatsApp business profile, you'll be prompted to create one, or you can select your existing profile from the dropdown.

  • After selecting these options click on Next and you will be asked to create WhatsApp business profile if you don't have already.

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Select WhatsApp business account and profile

6. Create WhatsApp Business Account and Profile:

  • Enter your WhatsApp business account name.

  • Enter your WhatsApp business display name.

  • Select a category that best describes your business.

  • Optionally add your business description, timezone and website URL.

  • After adding all these details click on Next button and you will be asked to add a phone number for WhatsApp. This is the number people will use for creating a ticket.

    WhatsApp business profile create.png
    Create WhatsApp business profile

7. Add Business Phone Number:

  • Ensure the phone number is owned by you, has a country and area code, and can receive voice calls or SMS. Numbers used with WhatsApp Messenger or Business must be deleted first.

  • Select your country code from the dropdown and enter the phone number you want to register.

  • Choose how you'd like to verify your number (Text Message or Phone Call) and click Next. Have access to the phone number for verification.

  • Enter the verification code once received.

  • Click Next to continue and you will be directed to the permission page.

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    Setting-up business phone number

8. Verify permissions:

  • Verify all the permissions displayed on the page and click on Continue.

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    Permission page

9. Finish integration:

  • You will be directed to the Finish page.

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Facebook Finish Page

  • Click Finish and you'll be redirected back to the NeetoDesk Configure page.

  • Check your WhatsApp account name and select the phone number to that you would like to connect to your NeetoDesk account.

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NeetoDesk configure page

  • Click Continue to proceed to the Finish tab, where you'll see your WhatsApp account name, number ID, and phone number.

  • Verify all the information and click Finish.

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NeetoDesk Finish tab

  • Your WhatsApp account is now successfully connected to NeetoDesk. When customers send messages to your WhatsApp number, a ticket will be created in NeetoDesk, and agents can reply directly from NeetoDesk.

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WhatsApp integration completed