Integrating WhatsApp with eDesk will revolutionize the way your team handles support. By having two way communication via WhatsApp with your customers, you effortlessly provide convenience, reliability and familiarity with a platform most people use on a daily basis.  

This help file will guide you through all the requirements to onboard WhatsApp with eDesk.

Before you start

  • You’ll need an Admin login to eDesk. If you don’t have an Admin login, you can request one from an Admin user within your business.
  • If you’re already using WhatsApp or a WhatsApp Business account, you need to delete it.

01 WhatsApp Onboarding flow

02 You’ll need a ‘clean' phone number

Note: if you’re using another Business Service Provider (BSP) you’ll need to port numbers.

A clean phone number is a number that has no association to WhatsApp already either through a personal WhatApp app account, a WhatsApp Business App account or the Business Cloud API via a WhatsApp Business Service Provider.

To start onboarding you need a ‘clean' phone  number. This means a number that is not associated with any WhatsApp personal or business account. If you have a WhatsApp business or personal account associated with the phone number, you’ll need to delete the account via the App before you begin onboarding.

Note: if you’re coming from another Business Service Provider (BSP), you’ll need to offboard from that service and port your number via our number porting flow. To find out more about this, click here.

03 You’ll need a Facebook account 

You need to have a personal Facebook account. A Facebook Business account is also required but you’ll be able to create one during your onboarding if you don’t already have one.

04 You’ll need to verify ownership of the phone number 

You need to be able to verify ownership of the phone number by receiving either a SMS or a phone call.

05 You'll need to verify your Facebook Business

Facebook Business verification and WhatsApp Business number verification are two very different processes. 

If your WhatsApp Business number is verified but your Facebook Business isn’t, everything will still work BUT there will be some restrictions on your account. You will be able to send a maximum of 50 business-initiated conversations from your phone number in a rolling 24 hours period. 

If your Facebook Business is verified, there will be no restrictions on your account. To find out how to get your Facebook Business verified, click here. 

Further Readings

If you would be interested in learning more about number porting, click here.