Contact Channels
Connecting a WhatsApp Business number as a chat channel
Warning
Preview Feature — the WhatsApp channel is currently in the preview phase. Functionality may still change. We look forward to feedback!
Tip
Customers can reach your service team via WhatsApp. Messages to your WhatsApp Business number arrive in Enneo as chat tickets - with the same AI processing, the same routing, and the same automation as with the chat widget on the website. The configuration is under Settings → Chat.
Enneo connects to WhatsApp via Meta's official WhatsApp Business Platform (Cloud API). The setup involves collating four values from Meta, entering them into Enneo, and confirming the connection once in the Meta App Dashboard. Plan about 30 minutes for the initial setup.
Prerequisites
- A Meta App with the use case "Communicate with customers via WhatsApp" — see Create an App.
- A WhatsApp Business Account (WABA) with a phone number. Meta's Get Started Guide walks you through both.
- Admin access to your company's Meta Business Manager.
Step 1 — Gathering Access Data in Meta
| Value | Where to find 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) | At the same place, in the same row to the right of the Phone Number ID — both IDs look similar, do not confuse when copying |
| Access Token | Business Manager → Settings → User → System User → "Generate Token" — see System User |
| App Secret | App Dashboard → App Settings → Basics → "App Secret Code" field |
Note
When generating the Access Token: assign both the app and the WhatsApp account as assets with full access, set the expiry to "Never" and select the permissions whatsapp_business_messaging and whatsapp_business_management. A token without these settings will not work.
Step 2 — Registering Connection in Enneo
Create or open chatbot
Open Settings → Chat and create a new chatbot or open an existing one.
Select WhatsApp type
Set the Chatbot Type to WhatsApp.
Enter the four values
Fill in the fields of the WhatsApp Connection: Phone Number ID, WABA ID, Access Token, and App Secret.
Save
Enneo checks the access data and registers the connection. The WhatsApp Phone Number field is automatically filled in for confirmation — this shows you that the correct number has been connected.
Step 3 — Confirm Webhook in Meta App Dashboard
This step is required once per Meta App and tells Meta where incoming messages are to be delivered.
After saving, the chatbot settings in Enneo display 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 automatically completes the registration — resaving is not necessary.
Note
If saving in Enneo fails with a Meta error (#100) … your app must be subscribed, this one-time step has not yet been executed for the Meta App.
Good to Know
- Each new conversation generates 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 companies to send free responses only within 24 hours of the last customer message. Since customers first contact your team, this usually does not limit service conversations.
- Changing any of the four values replaces the existing connection. To disconnect the number, delete the chatbot or empty all four fields.