Connect your WhatsApp Business API account to maaiiconnect and enable multiple staff to manage one account, leverage maaiiconnect’s customer insights and analysis, and connect enquiries to the best team for support.

This user manual covers two main parts:

• PART I: Get a WhatsApp Business API Account
• PART II: Connect your WhatsApp Business API Account to maaiiconnect

If you already have the WhatsApp Business API Account, you are ready to jump right through the second part.

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What is WhatsApp Business?

Learn more about WhatsApp Business and the WhatsApp Business API.

 

PART I - Get a WhatsApp Business API Account

Step 1 - Choose your WhatsApp Business API Provider

You can find the WhatsApp Business API Provider in the Facebook Official Partner Directory

For M800 & maaiiconnect, we have partnered with the following WhatsApp Providers:

 

Step 2 - Prepare and apply for the Business API

Before you apply for the Business API, you will need to provide the following information to the chosen partner.

 

Step 3: List your WhatsApp Business API details

maaiiconnect follows the standard APIs provided by Facebook.
Any provider with direct integration to Facebook should be compatible with maaiiconnect.

The following information is required to connect your WhatsApp Business API to maaiiconnect:

Clare.AI
Once your application is approved, Clare.AI will provide your WhatsApp Business API details via email.

Sanuker
Once your application is approved, Sanuker will provide you with a credential to log in to your Dashboard and access your WhatsApp Business API details.

Emma Global
Once your application is approved, Emma Global will provide your WhatsApp Business API details via email.

 

PART II: Connect your WhatsApp Business API account to maaiiconnect

Create WhatsApp Channel:

• From the navigation menu, go to Channels > Omnichannel.
• On the Omnichannels page, click the Create Channel button located on the top-right corner. A pop-up window will show to display a list of sources that you can connect to.
• Click Connect to WhatsApp

 

Select your WhatsApp Provider

• Click + Connect your WhatsApp Business Account
• Select your WhatsApp Business Account Provider:
  • Emma Global
  • Sanuker
  • Clare.AI
    If you are using Other WhatsApp Providers, please contact us through our Live Support web link.

Source Details

• Source name: Input your WhatsApp Business Name as the source name of your channel.
• WhatsApp Number: Input the phone number registered as your Whatsapp Business API

Please provide the information below given by your Provider

• Endpoint URL
• User Name
• User Password
• Namespace

 

Configure your setting

Channel Name

• Add a name for your WhatsApp channel. The channel name can be up to 40 characters.

Routing Settings
Select for the Routing Rule and add Destinations based on the operational support to your channel.
Please check our detailed guide Alternative, Percentage, Time and Sticky Routing for more information.

 

Customise your welcome and away messages

Set welcome and away messages that are automatically sent to customers. Welcome messages are greetings sent to a customer when they first message you. At the same time, away messages are only sent if no staff are available to answer an enquiry. You may also choose to include a display name on messages from your staff sent to customers.

Display Name Format
You may include a display name on your messages whenever your staff members send them on behalf of your Facebook Page. Choose from the following options:

• No name to display
• Staff first name
• Staff first name + last name

Welcome Message
Greet your visitors when they send you their very first message.

• maaiiconnect provides a default welcome message; you can change it according to your preference.

Away Message
When a visitor's enquiry is missed, send an auto-reply message that their enquiry will be attended to shortly.

maaiiconnect provides a default away message; you can change it according to your preference.

 

Created channels listed on the Omnichannel page.

 

Managing WhatsApp channels in maaiiconnect

To edit, suspend, or delete your WhatsApp channels in maaiiconnect, refer to the Managing Omnichannels section of this Guide.

 

Serving Chat Enquiries

Refer to Serving Chat Enquiries for more information to serve an enquiry via the WhatsApp channel.

 

Known Limitations

You can only connect WhatsApp Business API to maaiiconnect. You cannot connect to other WhatsApp accounts.

A WhatsApp Business API account can only connect to one maaiiconnect service.

Supported Text, Media Content-Types and Size Limit

• You can only send up to 3,900 characters per message.

• You cannot recall messages from WhatsApp/Omnichannel enquiries.

• DOC, XLS, PPT, and PDF and should not exceed 100 MB for a file

• PNG and JPG and should not exceed 5 MB for an image

• AAC, MP4, AMR and MPEG and should not exceed 16 MB for audio

• MP4 and 3GPP and should not exceed 16 MB for a video

• WhatsApp Business API have a 48-hour window period when you can send messages and respond to enquiries. The following message appears when the window period has lapsed: Sorry, your message can no longer send; the 48-hour message window has lapsed. Close this enquiry, or wait until the visitor sends a message again.

 

Help and Support

Send a test message to your WhatsApp Business API account and check if your maaiiconnect service receives it as a new enquiry.

If your maaiiconnect service is still not receiving any messages, contact our maaiiconnect Support Team at [email protected].