WhatsApp Business Integration
WhatsApp Business integration allows you to send and receive messages, media, and interactive content through WhatsApp’s official Business API. This integration is perfect for customer support, sales, and marketing automation.Getting Started
Prerequisites
- WhatsApp Business Account
- Facebook Business Manager account
- Verified phone number
- Business verification (for some features)
Setup Process
1
Create WhatsApp Business Account
- Go to business.whatsapp.com
- Sign up with your business information
- Verify your business details
- Complete the onboarding process
2
Connect to Kaie
- Navigate to Integrations in your Kaie dashboard
- Select “WhatsApp Business” from the available integrations
- Click “Connect Account”
- Authorize Kaie to access your WhatsApp Business account
3
Configure Settings
- Set your business display name
- Upload your business logo
- Configure message templates
- Set up webhook endpoints
Message Types
Text Messages
Send simple text messages to customers.Basic Text Messages
Basic Text Messages
- Plain text messages
- Emoji support
- Basic formatting (bold, italic, strikethrough)
- Variable substitution
Configuration
Configuration
Media Messages
Send images, videos, documents, and audio files.Supported Media Types
Supported Media Types
- Images: JPG, PNG, GIF (max 5MB)
- Videos: MP4, 3GPP (max 16MB)
- Documents: PDF, DOC, DOCX, XLS, XLSX, PPT, PPTX (max 100MB)
- Audio: AAC, M4A, AMR, MP3, OGG (max 16MB)
Configuration
Configuration
Interactive Messages
Send buttons, lists, and quick replies for better user engagement.Button Messages
Button Messages
List Messages
List Messages
- Up to 10 list items
- Section headers
- Descriptions and emojis
- Interactive selection
Template Messages
Send pre-approved message templates for marketing and notifications.Template Types
Template Types
- Marketing: Promotional content
- Utility: Account updates, notifications
- Authentication: OTP, verification codes
Template Requirements
Template Requirements
- Must be approved by WhatsApp
- Follow specific formatting rules
- Include required parameters
- Respect messaging policies
Webhook Configuration
Setting Up Webhooks
Configure webhooks to receive incoming messages and status updates.Webhook Events
Webhook Events
- messages: Incoming customer messages
- message_status: Delivery and read receipts
- message_errors: Failed message notifications
Configuration
Configuration
- Go to your WhatsApp Business API settings
- Add webhook URL:
https://api.kaie.ai/webhooks/whatsapp
- Verify webhook with challenge token
- Subscribe to required events
Webhook Payload Structure
Understand the structure of incoming webhook data.Workflow Integration
Message Triggers
Set up workflows that respond to incoming WhatsApp messages.Trigger Configuration
Trigger Configuration
- Message Content: Respond to specific text
- Media Type: React to images, videos, etc.
- Customer Type: New vs. existing customers
- Time-based: Business hours only
Use Cases
Use Cases
- Customer Support: Answer common questions
- Order Status: Provide order updates
- Appointment Booking: Schedule meetings
- Product Information: Share product details
Automated Responses
Configure AI-powered responses for customer inquiries.Response Types
Response Types
- Instant Replies: Quick responses to common questions
- AI-Generated: Intelligent responses using AI Brain
- Template-Based: Pre-written responses for specific scenarios
- Escalation: Route complex issues to human agents
Configuration
Configuration
- Set response time limits
- Configure escalation rules
- Define conversation flows
- Set up fallback responses
Advanced Features
Rich Media Support
Send engaging content with images, videos, and documents.Image Messages
Image Messages
- High-quality image sharing
- Caption support
- Thumbnail generation
- Format optimization
Video Messages
Video Messages
- Video preview generation
- Caption support
- Format conversion
- Size optimization
Interactive Elements
Create engaging conversations with interactive components.Quick Replies
Quick Replies
- Pre-defined response options
- Easy customer selection
- Workflow branching
- Data collection
Call-to-Action Buttons
Call-to-Action Buttons
Message Status Tracking
Monitor message delivery and engagement.Status Types
Status Types
- Sent: Message sent to WhatsApp
- Delivered: Message delivered to customer
- Read: Customer opened the message
- Failed: Message delivery failed
Use Cases
Use Cases
- Track campaign performance
- Monitor customer engagement
- Identify delivery issues
- Optimize send times
Best Practices
Message Guidelines
Follow WhatsApp’s messaging policies and best practices.Content Guidelines
Content Guidelines
- Keep messages relevant and valuable
- Avoid spammy or promotional content
- Respect customer preferences
- Follow WhatsApp’s terms of service
Timing Guidelines
Timing Guidelines
- Send messages during business hours
- Respect customer time zones
- Avoid excessive messaging
- Allow opt-out options
Performance Optimization
Optimize your WhatsApp integration for better performance.Message Optimization
Message Optimization
- Use appropriate message types
- Optimize media file sizes
- Test message rendering
- Monitor delivery rates
Workflow Optimization
Workflow Optimization
- Minimize response times
- Use efficient trigger conditions
- Implement proper error handling
- Monitor workflow performance
Troubleshooting
Common Issues
Resolve common WhatsApp integration problems.Message Delivery Issues
Message Delivery Issues
- Check phone number format
- Verify webhook configuration
- Review message content
- Check rate limits
Authentication Problems
Authentication Problems
- Verify API credentials
- Check token expiration
- Review permissions
- Test webhook connectivity
Error Codes
Understand common error codes and their solutions.Error Code | Description | Solution |
---|---|---|
100 | Invalid parameter | Check message format |
131000 | Message undeliverable | Verify phone number |
131021 | Re-engagement message | Use template message |
131026 | Unsupported message type | Use supported format |