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WhatsApp Business

Overview​

WhatsApp Business integration enables your AI Agent to communicate with customers through the world's most popular messaging platform. With over 2 billion users globally, WhatsApp provides a familiar and convenient channel for customer support, sales, and engagement.

This integration leverages Meta's WhatsApp Business API to provide:

  • 24/7 automated customer support through your verified business number
  • Seamless handover to human agents when needed
  • Rich messaging capabilities including text, images, and interactive elements
  • Global reach with end-to-end encryption for secure conversations

Prerequisites​

Before setting up the WhatsApp integration, ensure you have:

✅ A dedicated phone number for WhatsApp Business

  • Must be able to receive SMS or voice calls for verification
  • Cannot be registered to any existing WhatsApp account (personal or business)
  • Can be migrated from another WhatsApp Business provider if needed

✅ Business verification requirements

  • Company's legal name and website
  • Valid business email address
  • SSL-secured website with clear business information

✅ Meta Business Account (or ability to create one)

  • Admin access to your Facebook Business Manager
  • Authority to grant permissions to third-party apps

✅ Moveo account setup

How it works​

The WhatsApp Business integration creates a bridge between your customers on WhatsApp and your Moveo AI Agent:

  1. Customer initiates conversation by messaging your WhatsApp Business number
  2. Moveo receives the message through Meta's WhatsApp Business API
  3. AI Agent processes and responds based on your configured knowledge and dialogs
  4. Messages are delivered back to the customer through WhatsApp
  5. Handover to human agents when the AI Agent determines it's necessary

All conversations maintain WhatsApp's end-to-end encryption and comply with Meta's business messaging policies.

Setup guide​

Moveo offers two methods to connect WhatsApp Business:

The embedded signup flow is the fastest way to get started. It handles all the technical configuration automatically.

📱 Connect with Embedded Signup

Step 1: Prepare your information​

Before starting, gather:

  • Your phone number for WhatsApp Business
  • Company registration details
  • Business website URL
  • Business email address

Step 2: Start the connection process​

  1. Navigate to Integrations in your Moveo account
  2. Select your environment
  3. Click Configure on the WhatsApp card
  4. Select Connect

Step 3: Authenticate with Meta​

  1. Log in to Facebook with your personal or professional account
  2. Select Continue as [Your Name]
  3. Select Get Started

Step 4: Configure Meta Business Account​

  • Existing account: Select from dropdown
  • New account: Fill in your company information

Step 5: Set up WhatsApp Business Account​

Fill in:

  • Account Name
  • Display Name (shown to customers)
  • Business Category

Step 6: Verify your phone number​

  1. Enter your phone number
  2. Choose verification method (SMS or voice call)
  3. Enter the 6-digit verification code
  4. Review permissions and limits
  5. Click Finish

Step 7: Activate the integration​

  1. Return to Moveo's Integration page
  2. Wait for account registration to complete (usually instant)
  3. Toggle Active to enable the integration
  4. Click Get Started

Option 2: Manual Setup​

⚙️ Manual connection flow (Advanced)

Use this method if you need custom configuration or already have a WhatsApp Business API setup.

Prerequisites for manual setup​

Step 1: Create WhatsApp product in your Meta App​

  1. Navigate to your Meta App
  2. Go to Add Product page
  3. Click Set up under WhatsApp
  4. Select your Meta Business Manager account

Step 2: Add and verify your phone number​

  1. Click Add phone number in your WhatsApp product
  2. Complete the verification form
  3. Wait for Meta verification (1-2 business days)

Monitor verification status in WhatsApp Manager:

Step 3: Configure Moveo integration​

In Moveo Console:

  1. Add a new WhatsApp Integration
  2. Select Manual setup
  3. Configure the following fields:

Required configuration:

FieldWhere to find it
Access TokenGenerate via Business Manager with whatsapp_business_messaging and whatsapp_business_management permissions
App SecretMeta App → Settings → Basic
Phone Number IDWhatsApp product → Your phone number
Verify TokenCreate your own secure token

Step 4: Configure webhook​

  1. Get your Integration ID from the Moveo URL
  2. In Meta App → WhatsApp → Configuration:
    • Callback URL: https://channels.moveo.ai/v1/whatsapp/<YOUR_INTEGRATION_ID>
    • Verify token: Use the token from Step 3
    • Subscribe to messages webhook field

Step 5: Register phone number​

After Meta verifies your number:

  1. Go to WhatsApp Configuration in Meta App
  2. Register your phone number

Configuration options​

Business profile customization​

Customize how your business appears to customers in WhatsApp:

  • Profile picture: Your business logo or avatar
  • Business description: Brief description of your services
  • Business hours: Operating hours displayed to customers
  • Category: Industry classification
  • Website: Link to your business website

Access these settings in WhatsApp Manager.

Message templates​

WhatsApp requires pre-approved templates for business-initiated conversations:

  1. Create templates in WhatsApp Manager
  2. Submit for Meta approval (24-48 hours)
  3. Use approved templates for:
    • Appointment reminders
    • Order updates
    • Account notifications
    • Re-engagement campaigns

Rate limits and messaging tiers​

WhatsApp assigns messaging tiers based on your business verification and quality rating:

TierDaily conversation limitRequirements
Unverified50Phone number verified
Tier 11,000Business verified
Tier 210,000Quality rating: Medium or High
Tier 3100,000Consistent quality metrics
Tier 4UnlimitedHigh volume, excellent quality

Testing your integration​

Test mode​

Before going live, test your AI Agent with WhatsApp using Moveo's test number:

  1. Go to Integrations → WhatsApp
  2. Select Test Integration
  3. Add your personal WhatsApp number
  4. Send a message to the test number
  5. Verify AI Agent responses

Test scenarios​

Validate these key scenarios:

  • ✅ Welcome message and greeting
  • ✅ FAQ responses
  • ✅ Multi-turn conversations
  • ✅ Handover to human agent
  • ✅ Media handling (images, documents)
  • ✅ Error handling and fallback responses

Common use cases​

Customer support​

  • 24/7 automated responses to common queries
  • Order status and tracking information
  • Technical troubleshooting guides
  • Escalation to human agents for complex issues

Sales and lead generation​

  • Product information and recommendations
  • Price quotes and availability checks
  • Appointment scheduling
  • Lead qualification and routing

Notifications and updates​

  • Order confirmations and shipping updates
  • Appointment reminders
  • Account alerts and security notifications
  • Marketing campaigns (with user consent)

Troubleshooting​

Connection issues​

Phone number verification fails
  • Ensure the number can receive SMS/calls
  • Check it's not registered to any WhatsApp account
  • Try voice call if SMS doesn't arrive
  • Contact Meta support if verification repeatedly fails
Business verification pending
  • Review your website for clear business information
  • Ensure SSL certificate is valid
  • Add privacy policy and terms of service
  • Typical approval time: 1-2 business days
Messages not being received
  • Verify integration is set to Active
  • Check webhook configuration in Meta App
  • Confirm phone number registration is complete
  • Review Meta App permissions

Message delivery issues​

Customer doesn't receive responses
  • Check WhatsApp messaging tier limits
  • Verify template approval for business-initiated messages
  • Review quality rating in WhatsApp Manager
  • Ensure customer hasn't blocked your number
Media files not sending
  • Verify file size limits (images: 5MB, documents: 100MB)
  • Check supported formats (JPEG, PNG, PDF, etc.)
  • Ensure proper media URL configuration
  • Review Meta's media guidelines

Limitations​

Platform limitations​

  • 24-hour messaging window: After 24 hours of customer inactivity, only template messages allowed
  • Media restrictions: Limited file types and sizes
  • Rate limits: Based on tier and quality rating
  • Template approval: Required for business-initiated conversations

Integration constraints​

  • One phone number per WhatsApp Business account
  • Cannot use personal WhatsApp numbers
  • Business verification required for higher tiers
  • Geographic restrictions in some countries

Resources​

Official documentation​

Support​

Next steps​

Once your WhatsApp integration is active:

  1. Configure your AI Agent with WhatsApp-specific responses
  2. Set up message templates for proactive messaging
  3. Test thoroughly before promoting your WhatsApp number
  4. Monitor analytics to optimize response quality
  5. Train your team on handover procedures
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