Onboarding
Can every business get a WhatsApp account?
Can every business get a WhatsApp account?
No, WhatsApp restricts certain verticals from getting WhatsApp accounts. Please review the WhatsApp business policy.
How do I onboard with WhatsApp?
How do I onboard with WhatsApp?
You will need an existing Facebook account (as newly created accounts will not be able to create Business Manager accounts) with admin access to the Facebook business manager.
The legal name of your business.
Your WhatsApp display name which needs to match the business name.
The email address and URL of your business.
The company phone number and access to receive verification calls or texts. You will not be able to use a number that's already connected to a WhatsApp account.
What if I already have a WhatsApp business account with another provider?
What if I already have a WhatsApp business account with another provider?
To connect your WhatsApp channel to Intercom, you must use a business phone number that is not currently active on a WhatsApp account. If your business number is already being used with another WhatsApp account (either with another provider or directly), that existing account must be deleted before you can use the number with Intercom.
What happens if I was rejected from WhatsApp?
What happens if I was rejected from WhatsApp?
You will need to update your materials directly with WhatsApp, via the WhatsApp Manager. Please review WhatsApp’s policies before re-submitting:
My WhatsApp application is still pending, what can I do?
My WhatsApp application is still pending, what can I do?
Ensure the Facebook Business Manager has been verified. WhatsApp will not consider the WhatsApp application until the Facebook business manager is verified, so submitting this is critical.
You can also test WhatsApp with up to 10 phone numbers. Send a message to the phone number you just verified and see how it looks in the inbox, rules, reporting, etc. This can be valuable time for your team to understand how it works before rolling WhatsApp out to your customers.
How do I know if my WhatsApp application is approved?
How do I know if my WhatsApp application is approved?
WhatsApp will send you an email announcing the account has been approved.
What's the difference between WhatsApp personal app, WhatsApp Business app, and the WhatsApp Business Platform (aka the WhatsApp API)?
What's the difference between WhatsApp personal app, WhatsApp Business app, and the WhatsApp Business Platform (aka the WhatsApp API)?
Unlike the WhatsApp personal app and the WhatsApp Business app, the WhatsApp Business Platform is not an app at all. It’s a collection of APIs and solutions that developers use to activate features and integrate with backend systems, such as CRM and marketing platforms.
The Intercom WhatsApp integration only works with numbers connected to the WhatsApp Business Platform.
Using WhatsApp in Intercom
Are the messages between Intercom <> WhatsApp real time? Any delays expected?
Are the messages between Intercom <> WhatsApp real time? Any delays expected?
There should be no delays, the messages should be delivered in almost real-time.
How can I tell if a message has been sent from WhatsApp?
How can I tell if a message has been sent from WhatsApp?
You can look out for the WhatsApp icon in the bottom left of the message when viewing it in the Inbox.
Can I connect to multiple WhatsApp accounts?
Can I connect to multiple WhatsApp accounts?
Yes you can connect multiple WhatsApp business numbers in Intercom.
Are there any usage limits?
Are there any usage limits?
Yes, WhatsApp enforces usage limits for new accounts into three tiers.
Can I use a number that I use with the WhatsApp Business mobile app on my phone?
Can I use a number that I use with the WhatsApp Business mobile app on my phone?
Yes, you can. However, you will need to remove your number from the app first.
Important: If you use this phone number with us, you will not be able to go back and reinstall the phone number in the mobile app.
When you delete the number in the mobile app, you will also lose you past chat history. There isn't a workaround for this right now so we want to ensure you're fully aware of this.
Can I use a number for both WhatsApp Messages and Intercom Phone calls?
Can I use a number for both WhatsApp Messages and Intercom Phone calls?
No, it isn't possible to use the same number for sending and receiving WhatsApp Messages and Intercom Phone calls as this is not supported. You will need a number for WhatsApp, and another for Intercom Phone.
Does WhatsApp integration support group conversations?
Does WhatsApp integration support group conversations?
No, our WhatsApp integration does not currently support group conversations.
Does WhatsApp integration support group phone calls?
Does WhatsApp integration support group phone calls?
No, our WhatsApp integration does not currently support phone calls.
I have reached WhatsApp’s 24 hour customer care window. How can I respond to the conversation?
I have reached WhatsApp’s 24 hour customer care window. How can I respond to the conversation?
WhatsApp requires businesses to send Message Templates after 24 hours have been reached. You'll need to create and submit a template for approval in you WhatsApp manager. We use a basic template:
Category: ticket update
Title: keep_live
Text: “Your message arrived when we weren’t available. Would you like to continue the conversation?”
I have changed my display name and it is not being reflected in Intercom, how can I update it?
I have changed my display name and it is not being reflected in Intercom, how can I update it?
You will need to disconnect and reconnect your WhatsApp number in order for these changes to take effect.
Can I use Intercom's API to reply to WhatsApp conversations?
Can I use Intercom's API to reply to WhatsApp conversations?
Yes, you can - any replies to WhatsApp conversations via the API will be sent via WhatsApp. However, it is not currently possible to start a WhatsApp conversation via the REST API.
Note: WhatsApp templates are not support via REST API so replies to conversations outside of the 24-hour window will not be sent.
Can I use Fin AI Agent with WhatsApp?
Can I use Fin AI Agent with WhatsApp?
Yes, Fin AI Agent is supported on WhatsApp.
Does Intercom support creating or sending tickets directly from WhatsApp conversations?
Does Intercom support creating or sending tickets directly from WhatsApp conversations?
No, we do not currently support sending ticket forms or creating tickets directly from WhatsApp conversations in the Intercom Inbox.
Can I message someone on WhatsApp if they're not a contact in Intercom?
Can I message someone on WhatsApp if they're not a contact in Intercom?
No. It is not possible to send a WhatsApp message to a contact that does not exist in Intercom.
Can I send macros through WhatsApp?
Can I send macros through WhatsApp?
Yes, but there are limitations:
Images will be removed.
Links will be presented in parentheses.
Bullet points will turn into dashes or numbers.
Styling such as headers, bold or italics will be removed.
Can customers leave a remark when a CSAT survey is shared over WhatsApp?
Can customers leave a remark when a CSAT survey is shared over WhatsApp?
No, remarks are not supported over WhatsApp. When a CSAT survey is sent over WhatsApp, customers can update the rating but they can't leave feedback in a rating remark.
Can I just disable the text box in WhatsApp so users have to click a button?
Can I just disable the text box in WhatsApp so users have to click a button?
No, it is not possible to disable the message composer in WhatsApp. The platform is designed to always allow free-text messaging. You cannot prevent a user from typing and sending a message at any point in a workflow. This means that even if you present reply buttons, the user always has the option to type in the message composer. If you have a workflow that requires a button selection to proceed, a typed message will not fulfil the condition, and the user will not advance. You can add a branch to the workflow as a workaround.
What currency is required for my WhatsApp Business Account?
What currency is required for my WhatsApp Business Account?
To connect with Intercom, your WhatsApp Business Account (WABA) must be set to USD. This is a requirement for our integration to work correctly. Please be aware that Meta does not allow the currency of a WABA to be changed after it has been created. If your current WABA is set to a different currency, you will need to create a new WABA, ensure its currency is set to USD during creation, and then migrate your business phone number to the new account.
What happens when a customer sends a voice message on WhatsApp?
What happens when a customer sends a voice message on WhatsApp?
When a customer sends a voice message, Intercom automatically transcribes the audio into text. The transcribed message appears directly in the conversation thread in the Inbox, allowing your teammates to read the message instead of listening to it. This makes the message searchable and enables Fin to understand the content and provide a response, just like any other typed message.
Removing WhatsApp
How can I remove my number from the WhatsApp Business API Platform?
How can I remove my number from the WhatsApp Business API Platform?
Go to your Facebook Business Manager
Open Business Settings & choose WhatsApp Accounts from the left panel
If you have multiple WhatsApp Business API accounts, select the one you want to downgrade.
Go to Settings & scroll down & click on WhatsApp Manager
Click on Account Tools & choose Phone Numbers
Click the trash bucket icon 🗑️ to downgrade your WhatsApp Business API Account.
After downgrading, wait for a few minutes and then log in to your WhatsApp Business App.
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