Contact Channels
Connect a WhatsApp Business number as a chat channel
Warning
Preview Feature — the WhatsApp channel is currently in the preview phase. Functionality can still be changed. We appreciate feedback!
Tip
Customers can reach your service team on WhatsApp. Messages sent to your WhatsApp Business number arrive in Enneo as chat tickets — with the same AI processing, routing, and automation as the website chat widget. The configuration is done under Settings → Chat.
Enneo connects to WhatsApp through Meta's official WhatsApp Business Platform (Cloud API). The setup consists of collecting four values from Meta, entering them in Enneo, and confirming the connection once in the Meta App Dashboard. Plan around 30 minutes for the first setup.
Requirements
- A Meta app with the use case "Connect with customers through WhatsApp" — see Create an App.
- A WhatsApp Business Account (WABA) with a phone number. Meta's Get Started guide walks through both.
- Admin access to the Meta Business Manager of your company.
Step 1 — Collect the Credentials in Meta
| Value | Where to find it in Meta |
|---|---|
| Phone Number ID | Production number: WhatsApp Manager (Business Settings → Accounts → WhatsApp Accounts → Phone numbers). Test number: App Dashboard → WhatsApp Use Case → Configure → Step 1 |
| WhatsApp Business Account ID (WABA ID) | Same place, on the same line right next to the Phone Number ID — both IDs look similar, do not mix them up |
| Access Token | Business Manager → Settings → Users → System users → "Generate new token" — see system users |
| App Secret | App Dashboard → App Settings → Basic → field "App Secret" |
Note
When generating the access token: assign both the app and the WhatsApp account as assets with full control, set the expiration to "Never", and select the permissions whatsapp_business_messaging and whatsapp_business_management. A token without these settings will not work.
Step 2 — Enter the Connection in Enneo
Create or open a chatbot
Go to Settings → Chat and create a new chatbot or open an existing one.
Select the WhatsApp type
Set the Chatbot Type to WhatsApp.
Enter the four values
Fill in the WhatsApp connection fields: Phone Number ID, WABA ID, Access Token, and App Secret.
Save
Enneo validates the credentials and registers the connection. The WhatsApp phone number field is filled in automatically as confirmation that the correct number has been connected.
Step 3 — Confirm the Webhook in the Meta App Dashboard
This step is required once per Meta app and tells Meta where to deliver incoming messages.
After saving, the chatbot settings in Enneo show a Callback URL and a Verify Token. Enter both in the Meta App Dashboard under WhatsApp Use Case → Configure → Step 2 ("Configure webhooks") (or WhatsApp → Configuration → Webhooks), save, and subscribe to the webhook field messages there.
Enneo then completes the registration automatically — there is no need to save again.
Note
If saving in Enneo fails with a Meta error mentioning (#100) … your app must be subscribed, this one-time step has not been completed yet for the Meta app.
Good to Know
- Each new conversation creates a ticket. As long as the ticket is open, further messages from the customer are added to the same ticket.
- Currently, text messages are processed. Images, voice messages, and documents are not yet supported.
- WhatsApp allows businesses to reply free-form only within 24 hours of the customer's last message. Since customers contact your team first, this usually does not restrict service conversations.
- Changing any of the four credential values replaces the existing connection. To disconnect the number, delete the chatbot or clear all four fields.