How can we help?

Talkdesk Digital Engagement: WhatsApp Business Onboarding Process
Published • Last Updated

Important Note: WhatsApp Business is a highly regulated channel, and getting started requires documentation and approval from Meta and Talkdesk Global Communications Network™. 

 

To enable WhatsApp Business channel for your Talkdesk Account, you must go through the following steps:

  • Business verification by Meta: Each account must be verified to prove it belongs to an actual business or organization. 
  • Approval by GCN: Each account and phone number(s) must be submitted to our provider. GCN automatically sends the information to Meta to review whether the business complies with WhatsApp Commerce Policy and whether the name given to WhatsApp number(s) complies with Meta Display Name guidelines.
  • Channel enablement by Talkdesk: After the external approvals, Talkdesk will start the channel enablement process.

The steps in this article assume that you’re already in the WhatsApp onboarding phase,i.e. you are already aware of the channel’s main capabilities and current limitations.


Throughout Talkdesk Global Communications Network™ (GCN) and WhatsApp’s communications and documentation, you may find the terms independent software vendor (ISV), software integrator (SI), or third-party vendor. All of these will be referring to Talkdesk.

Note: Given external dependencies, the WhatsApp Business channel onboarding process may take several weeks, depending on peak times. Typically, the process may take between 3 weeks to 1 month.

 

There are three different onboarding paths, depending on the origin of the number(s) you want to activate on your account:

  • Talkdesk Number: This path can be accomplished by either a:
    • New number purchased through Talkdesk provided by GCN.
    • Number that already exists in your Talkdesk account - in use for Voice and/or SMS channels - provided by GCN.
  • Bring Your Own Number (BYON): Non-GCN phone numbers.
  • Other specific cases: For other cases, your Talkdesk Contact should contact our WhatsApp provider, to help with the necessary steps.

Although the three onboarding paths are valid, we advise that you follow the one with a Talkdesk Number. In this path, there will be no need for an extra migration step, which can have risks related to the provider that Talkdesk cannot control.

 

WhatsApp Onboarding using a Talkdesk Number

This step-by-step takes into account that the onboarding will be done using new phone number(s), purchased through Talkdesk or number(s) that already exist in your Talkdesk account:

  • Check eligibility criteria: Talkdesk will help you start the process.
  • Verify your Meta Business Manager account: You need to submit your Meta Business Manager account for verification.
  • Acknowledge and agree to the WhatsApp Client Terms (available at the bottom of this article): Talkdesk collects your acknowledgment and agreement to these terms.
  • Submit Request for WhatsApp Access / WhatsApp Number (sender) to the provider and Meta’s approval: Talkdesk will submit your request, business information, phone number(s), display name, and other additional info to be approved by our provider and Meta.
  • Approve our WhatsApp provider in your Meta Business Manager: Click here to “Approve” GCN in your Meta Business Manager, via Business Manager Settings > Received.
  • Check if your Meta Business Manager account is already verified: You need to have your Business Manager account verified to move on to the next steps.
  • Check if WhatsApp Number (sender) has Meta’s approval: After submission of your WhatsApp Number(s), this is the stage where we confirm that your number(s) are approved.
  • Enablement of WhatsApp Business channel in your Talkdesk Account: The Talkdesk R&D team will enable the channel in your account.
  • You can configure WhatsApp settings in your account to start receiving and sending messages: With the help of Talkdesk and training resources, you can start your Talkdesk journey on Social Messaging.

Step 1: Check eligibility criteria

Your Talkdesk Contact will help you start the process. Before getting started, make sure your business meets the eligibility criteria.

  • Numbers can be SMS and/or Voice capable. Make sure to check the link wa.me/<PHONENUMBER> to know if the number already has WhatsApp activated. If so, we recommend buying a new one that does not have WhatsApp yet.
  • Numbers must be supported by GCN (can be used simultaneously by SMS and/or Voice channels).
  • You need to have or create a Meta Business account, since Talkdesk will need your Meta Business Manager ID:
  • The Business Manager ID must be from the business that will be displayed on WhatsApp. You cannot register someone else's business using your Meta Business Manager.
  • Each Talkdesk Account can only be linked to 1 Business Manager ID. Companies that want to connect numbers of other sub-companies in the same account will always have to use the same Business ID and have proof that the sub-companies belong to the same group (Meta usually validates this on the company's website).
  • Make sure your business is not on the list of prohibited verticals listed in WhatsApp's commerce policy.
  • Once a number is activated for WhatsApp Business API with Talkdesk, that number cannot be used in the WhatsApp mobile app or any other WhatsApp business solution.
  • WhatsApp onboarding needs Meta’s approval and typically the process can take 3 to 4 weeks. Please plan your timeline accordingly.  

 

Step 2: Verify your Meta Business Manager account

You will need to submit your business to Meta verification. This process helps Meta confirm that your account belongs to a legitimate business or organization. To do so: 

  • Please access the Business Settings page on your Meta Business Manager.
  • Click on Security Center.
  • Click Start Verification to Begin the Business Verification process and complete the required steps (you’ll need to provide your business details and add supporting documents).
  • You’ll receive a notification when the review is complete.
  • If you have your Meta Business Manager already verified, you can skip this step.

Notes:

  • Please be prepared to spend 5-10 minutes on this step.
  • Meta’s review typically takes 7-14 business days.
  • You can proceed with the next steps while waiting for verification.
  • For more info, please refer to Meta's help article.

 

Step 3 - Acknowledge and agree to WhatsApp Client Terms

Talkdesk collects your acknowledgment and agreement to WhatsApp’s terms. Customers who will use our WhatsApp channel need to accept the Client Terms. Please ensure that you review this document and confirm your acknowledgment to your Talkdesk Contact.

 

Step 4 - Request WhatsApp Access / Number (sender) to the Provider and Meta

Talkdesk will submit your request to the provider, with the required Business and account information as well as the phone number(s), display name, and other additional info to be approved by the provider and Meta. 

Use this link to submit the following information to our support team:

  • Company Name.
  • Company Website.
  • Company HQ Country.
  • Meta/Facebook Business Manager ID.
  • Company Vertical.
  • Primary use case.
  • Which regions are you sending messages to?
  • How many messages are you sending per month during the first year?
  • WhatsApp number(s) to be activated:
  • Confirm if the number(s) are in use on the WhatsApp mobile app or another business solution provider.
  • For each number (this info will be visible to your contacts in WhatsApp when they reach your business):
      • (Mandatory) Business display name (need to follow Meta’s guidelines).
      • (Optional) Profile photo (JPG or PNG, 640x640 pixels or larger, square ratio).
      • (Optional) Business address.
      • (Optional) Business website.
      • (Optional) Business Email.
      • (Optional) Business description (max. 256 characters).
      • (Optional) Profile about (max. 139 characters).

WhatsApp approvals typically take 1 to 2 weeks – please plan your timeline accordingly. With your Talkdesk Contact's help, you can proceed with the next steps while waiting for this approval. 

 

Using a brand name in your WhatsApp Business Profile
For more info, see WhatsApp's Display Name rules and GCN Guide. 

 

Step 5: Approve Talkdesk's WhatsApp provider in your Business Manager

A notification will appear in your Facebook Business Manager account from our provider GCN. You need to click on Approve for our provider to use messaging capabilities on your behalf. 

image1.png

  • Access the Business Settings page on your Meta Business Manager.
  • Click Requests.
  • Click the Approve button on GCN's request.
  • Confirm to your Talkdesk Account Responsible that you approved the request.

 

Step 6: Check if your Business Manager is already verified

You need to have your Business Manager account verified to move on to the next steps. At this stage, you should have the verification completed to move on to the next steps.

WhatsApp requires all companies to submit Business Verification in their Meta Business Manager account. This only has to be done once for each customer, but it is the longest part of the process

  • Please access Business Settings > "Security Center” on your Meta Business Manager.
  • The verification status should now be visible (“Verified”, “Rejected” or “Pending”).
  • If you have your Meta Business Manager already verified, you can skip this step. 

Note: Meta’s review typically takes 7-14 business days. For more info, please refer to Meta's help article.

 

Step 7: Check if WhatsApp Number has Meta’s approval

In step 5, we submitted your number(s) for approval and followed the next steps while waiting for this same approval. At this point, the number must be approved to move forward.

Talkdesk, on your behalf, will submit the number(s) for approval at the provider level. Your Talkdesk Contact will be notified when the number(s) are approved.

 

Step 8: Enablement of WhatsApp channel in your Talkdesk Account

Talkdesk will now activate WhatsApp capabilities on your account. This step typically takes 1 to 2 business days

 

Step 9: Process completed

You can configure WhatsApp settings in your account and start receiving and sending messages. With the help of Talkdesk and training resources, you can start your Talkdesk journey on WhatsApp.

If you need to add new numbers to this channel in the future, we will have to repeat this process from step 4 (excluding steps 5 and 6).

 

WhatsApp Onboarding: Bringing Your Own Number (BYON)

Below are the steps to move an existing WhatsApp number’s capabilities to Talkdesk:

  1. Contact the provider to do a WhatsApp Business Accounts (WABA) to WABA migration: Your Talkdesk Contact will need to submit a request to Talkdesk’s provider. The provider will analyze the case and send the next steps to onboard. Note: This is not granted to all customers at this time.
  2. Proceed with the WABA migration: Depending on the type of number and current solution provider, GCN will send the next steps to your Talkdesk Account Responsible, which will guide you through the onboarding process.
  3. Enablement of WA channel in Talkdesk Account: Talkdesk will activate WhatsApp capabilities on your account. This step typically takes 1 to 2 business days
  4. Process completed: You can configure WhatsApp settings in your account and start receiving and sending messages.

Note: To add new numbers to this channel in the future, the process must be repeated.

 

You can now start your Talkdesk journey on WhatsApp. 

Important Notes:

  • This migration only transfers the number's WhatsApp capabilities to Talkdesk (and to GCN). Voice and SMS capabilities remain in the original carrier. 
  • In case of failure during the migration, the number will remain with all its current characteristics and settings in the current provider. The same is valid if you port a number with WhatsApp capabilities from another provider. 
  • Only voice and SMS will be ported to Talkdesk. WhatsApp’s capabilities will need to be migrated separately according to this process section.

 

WhatsApp Business Accounts (WABA) Migrations Requirements

  • 2FA disabled on the number. You will need the current provider to disable this for you before migrating the number (if enabled).
  • The Meta Business Manager ID must match the one used to create your WhatsApp account with your current provider, otherwise, the migration will fail.
  • Due to stability, our WhatsApp has an on-premise API provider, and does not use or offer the cloud API at this time and Meta does not have a process to migrate senders from cloud API to on-premise API. So if the current solution provider uses cloud API for WhatsApp, it can fail.
  • The number(s) to migrate need to be able to receive SMS or receive calls. If your number(s) are only capable of outbound calls, it is not possible to activate it for WhatsApp.
  • During the migration process, Talkdesk may need to schedule a call together with you and the provider, in which you will need to receive a PIN code in the number to be migrated. This code will arrive by SMS or voice call and must be given to the provider on the call for the migration to be completed. For each number, this session usually lasts around 15 minutes. If you have any IVR (Interactive Voice Response) associated with that number, you must remove it or configure it to receive the PIN. The process requires the number to be able to receive an incoming call from a US phone number.

WhatsApp Client Terms

All Articles ""
Please sign in to submit a request.