Bring verified WhatsApp conversations into one customer timeline.
Confirm the data, permission, owner and evidence needed to achieve this outcome.
MessagingAvailable
Manage WhatsApp customer conversations from the support inbox.
Verify Meta webhooks, receive messages and media, send agent replies, track delivery/read status and use approved templates when required.
Meta eligibility, approved business assets and Cloud API credentials.
Connection statusAvailable
CategoryMessaging
Production ruleTest before enabling
TransparencyReview status definitions Business outcomes
Connect WhatsApp Cloud API to accountable customer-support work.
These outcomes describe the intended operating value. They are not fabricated customer results.
Respect messaging windows, templates and opt-out requirements.
Confirm the data, permission, owner and evidence needed to achieve this outcome.
Track sent, delivered, read and failed provider states.
Confirm the data, permission, owner and evidence needed to achieve this outcome.
Operational fit
Understand what the connection needs before enabling it.
Enterprise integration pages should state availability, prerequisites, data exchanged, permissions, failure behavior and operating ownership.
Requirements
Prerequisites and ownership
- Eligible Meta business assets
- Phone number ID and access token
- Public HTTPS webhook
Supported workflows
What teams can operate
- Meta webhook verification
- Signature validation
- Inbound text and media
- Delivery and read receipts
- Approved template synchronization
- Messaging-window enforcement
Enterprise implementation
Move through scope, configuration, validation and operation.
A connector is not production-ready because credentials were accepted. Validate behavior, ownership and failure handling.
Scope
Define the business workflow, provider account, data objects, permissions, owners and success criteria.
Configure
Create dedicated credentials, select minimum scopes and connect a non-production HelpoSoft workspace.
Validate
Test normal, duplicate, delayed, failed, revoked and unauthorized events with safe sample data.
Operate
Enable monitoring, rotation, incident ownership, change review and a documented rollback path.
Configuration sequence
Connect, verify and test before production.
Use a non-production workspace, scoped credentials and explicit acceptance tests for normal, duplicate, delayed and failed events.
Create a WhatsApp connection in Omnichannel
Record the expected result and verify it in a test environment before continuing.
Enter the Meta app and phone-number credentials
Record the expected result and verify it in a test environment before continuing.
Configure the generated webhook URL and verify token
Record the expected result and verify it in a test environment before continuing.
Subscribe the required message events
Record the expected result and verify it in a test environment before continuing.
Send an inbound message and reply from the ticket
Confirm monitoring, rollback and support ownership before launch.
Data exchanged
Make the data path reviewable.
- Meta sends verified message and delivery events
- HelpoSoft sends replies or approved templates
Permissions
Use the minimum access required.
- Validate signatures
- Encrypt provider tokens
- Respect messaging windows
Acceptance testingA valid event or request creates the expected HelpoSoft record exactly once. Invalid signatures, expired credentials and unauthorized scopes are rejected without leaking sensitive details. Duplicate and delayed events do not create duplicate customer work or repeat privileged actions. Provider timeouts, throttling and temporary failures enter a visible retry or exception path. Credential revocation stops future access and produces an actionable administrator signal. Customer-facing content contains only approved data and preserves internal/private boundaries.
Prove safe behavior before launch.
Operational monitoringConnection health and last successful operation Authentication or authorization failures Delivery latency, retry count and terminal failures Duplicate or replayed event detection Credential age, ownership and planned rotation Provider quota, rate-limit and policy changes
Keep provider health and failures visible.
Troubleshooting1 2
Resolve connection failures methodically.
Confirm webhook verification token
Check app subscriptions and phone-number status
Known boundariesVerify installed-version status
Do not hide provider or version limits.
No additional limitation has been documented.
Provider policy, eligibility, quotas and the installed HelpoSoft version still apply.
Cloud responsibility
A secure connector has named owners on every side.
Approve service, customer and provider responsibilities before sharing production data or credentials.
Review integration assuranceConnected product areas
Use the integration inside a complete workflow.
Implementation guidance
Related guides and controls.
Integration FAQ
WhatsApp Cloud API questions.
Availability and provider eligibility should always be checked against the installed version and provider account.
Where the provider requires it, agents can select an approved template instead of an ordinary reply.
Provider message IDs are stored idempotently to avoid duplicate customer messages.