WhatsApp Pro Integration

1. Pick a phone number

Your account manager will discuss phone number options with you. Things to consider (none are guaranteed options but we can attempt):

• Do you want a specific area code
• Do you want to find a number that spells something
• Do you want a specific series of numbers

2. Connect Olark to WhatsApp

You’ll need to register for a WhatsApp Business Account (WABA) in order to connect WhatsApp and Olark.  Here’s what you’ll need to get started:

• An existing Meta Business Portfolio (formerly called a Meta Business Manager or Business Account), whenever possible.

NOTE: Meta Business Portfolio: We strongly recommend using an existing Meta Business Portfolio, as Meta places strict messaging rate limits which are only lifted after your brand's Meta Business Portfolio has already completed Meta's Business Verification. You must use the Meta Business Portfolio of the brand that will be interacting with end users.

Before you proceed, check if anyone in your company has already created a Meta Business Portfolio. Typically, it's someone within the marketing department.

If your company has a Meta Business Portfolio already created, then a user with access will need to invite you as an administrator with full access, so that you have permission to create WhatsApp Business Accounts (WABAs) during the signup process or they will need to sign in to Olark with administrator access to complete the following steps.

If your company does NOT already have a Meta Business Portfolio, or if you cannot be added with administrator access to an existing one, then you will be able to create one using the process below. However, you will need to complete Meta Business Verification afterwards which requires submitting legal documents to Meta.

Let's get started!

• Visit app.olark.com/whatsapp/embedded-signup
• Click the “Connect WhatsApp Account” button

This step will open a pop-up window on facebook.com. Do not close the pop-up window or navigate to a different page. You will need the Olark window for later steps in this guide.

‍IMPORTANT: Do NOT copy the URL of the pop-up window to send to another user as registration will fail. You must complete all of these steps using the same browser session in order for the data exchange between Meta and Olark to work properly and register your WhatsApp account.

Log into Facebook:

Log into Facebook if you haven't already or click Continue as [your name] if you're already signed in. After logging in, you will be shown an overview of the process to connect your account to WhatsApp.

Facebook will then ask you to allow Olark to manage your WhatsApp Business Account.
‍Click Get Started to proceed.

Select your Meta Business Portfolio:

‍On the next screen, select the Meta Business Portfolio for your business from the list. If you don't have one, you may create a new one by selecting the option Create a Business Portfolio.
Click Next when complete

Create your WhatsApp Business Account (WABA) and WhatsApp Business profile:

‍Create or select your WhatsApp Business Account (WABA)

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WARNING: Do not select WABAs that have been created outside of Olark. If you already have an approved WhatsApp account/sender with another provider, create a new WABA to use specifically with Olark in order to migrate your number.

Select Create a new WhatsApp Business Account. Do not select WABAs created outside of Olark. Complete the form and click Next.
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Click Continue to allow Olark to utilize your WhatsApp account

Select Create a new WhatsApp Business profile.
On the next screen, you will need to enter in the following information:

• WhatsApp Business Account Name - This is only used for internal purposes and is not consumer facing.
• WhatsApp Business Display Name - This is what your customers will see. It MUST meet the requirements set by WhatsApp
  
  NOTE: Meta reviews display name asynchronously after WhatsApp is registered through Olark and our technology partners. If the display name is rejected by WhatsApp, the phone number may risk disconnection by WhatsApp. We strongly recommend using your company name as a WhatsApp Sender's display name as WhatsApp will reject anything that does not match the company name in the linked Meta Business Portfolio.
  
  Using a brand name in your WhatsApp Business Profile instead of your company name
  You may have a brand name that you wish to use as the display name for your WhatsApp Business Profile that differs from the name of your company. In this case, there must be a clear, externally published association between your company and the brand. This association between the brand and your business needs to be displayed on your website and on the brand represented by the display name's website itself.
  For example, if your company is Johnny Mobile and your brand is PizzaApp, then we would recommend using the Display Name PizzaApp by Johnny Mobile. This association must be published on your website, so WhatsApp can verify it. This means that somewhere on the website, there must be a visible relationship between the two names. If you would like to use the name PizzaApp, this may be rejected by WhatsApp which would result in additional delays.
  
  
• Category - Select the category that best describes your business. This is shown to consumers when they view your profile and can be updated later by making a request to your Olark account manager.
• You may optionally click Show more options and fill out the below. 
  
  • Business Description - This is also shown to consumers when viewing your profile in the WhatsApp application.
  • Website - This is also shown to consumers when viewing your profile in the WhatsApp application.
    

Click Next until the pop up window closes.
Olark will then do some work in the background to connect your Olark account to your WhatsApp account. This process may take a minute.

3. Complete Meta Business Verification to increase limits

You can start receiving and replying to messages from your customers immediately. However, you will need to complete Meta Business Verification when you are ready to scale the quantity of messages, request to have your WhatsApp account  become an Official Business Account (i.e. green checkmark), or to have the WhatsApp account’s display name appear in the WhatsApp client instead of the phone number.

NOTE: The Meta Business Verification process to increase WhatsApp limits is not related to Meta's subscription product "Meta Verified". Meta Business Verification is currently free.

If you or someone in your company has already verified your Meta Business Portfolio previously, you will not need to complete this step again.

You may be required to upload supporting documents to verify your business. See Meta's guide on uploading official documents to verify your business for more information.

To check your Meta Business Portfolio's verification status or to start the process:

• Navigate to the Security Center within the Meta Business Portfolio. 
  
  • If your Meta Business Portfolio is already verified, it will display when it was verified. If not verified, continue:
• Click the Start or Continue button under in the Verification section. 

NOTE: The Meta Business Verification process can take anywhere from 5 to 20 business days, depending on your region and company type. If you have not heard back from Meta in more than 10 business days, open a support ticket.

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