Provisioning Process
Note: To activate a provisioning request, please send a Support ticket.
After provisioning has been approved by Talkdesk, users can head to the Channels app and find the WhatsApp channel. Click the Connect to WhatsApp [1] button to start the registration process.
A new window will open, prompting log in and identity verification [2] with the Facebook or Meta Business credentials.
Once logged in, you’ll be prompted to provide permission, so Talkdesk can connect your business account with WhatsApp services. Click the Get Started button [3] to proceed.
Next, you can choose from an existing business portfolio associated with your account or create a new one if you’re setting up a fresh portfolio.
Then, select an existing WhatsApp Business Account or set up a new one to start managing WhatsApp messaging through this account.
When setting up a new account, you must provide a name [4] and select the category [5] that applies to your business (from the dropdown menu).
Provide the phone number [6] you’d like to use with WhatsApp and select how you’d like to receive the verification code [7] to confirm ownership of this number.
Note: Admins can buy a number in the numbers app, set it as an SMS touchpoint, and use this number to receive verification code.
For phone numbers that are previously connected with other services, please disable the two-step verification before this step. For more details on how to disable two-step verification on Meta, please click here.
By following these steps, you will be able to successfully sign up and register your WhatsApp sender. Click Finish [8] to apply your selection.
Note: Please do not refresh the Talkdesk Touchpoint page during the signup process. If the Touchpoint is not added after completing the signup, retry the process, thus ensuring that the Talkdesk Touchpoint page remains stable.
After registration, the number will appear in the Talkdesk WhatsApp touchpoint list with the status "Missing Provider" [9]. It may take several minutes for the touchpoint to be connected.
Once the touchpoint is connected, click the More Actions [10] button (three dots) next to the number, change the status to "Active," and the number will then be ready to send and receive messages.
To provision an existing sender number, you must disable the two-step verification in the Meta console. Follow the same steps as the new sender provisioning.
Now, the previous WhatsApp channel must be disabled, so customers only have one WhatsApp channel in the workspace and Admin apps. The old conversation history can still be tracked in the contact/activity apps.
Important Note: If you encounter any difficulties in the provisioning process, please send a Support ticket.
Additional Resources
- Two-Step Verification
- On-Premises API Sunset
- Social Messaging Channels for Administrators
- Social Messaging Channels for Agents
- Digital Engagement Academy
WhatsApp Business Terms of Service
To know more about the WhatsApp Business Terms of Service, please read this article.