This feature is part of our enterprise-tier. To see whether this function is included in your current package or not, please click on this link.
The connection of WhatsApp business channels to Swat.io is facilitated through the Unified Messaging API from MessengerPeople by Sinch. All information can be found at www.messengerpeople.dev
The following steps are required to connect a WhatsApp business-account to Swat.io:
Register at www.messengerpeople.dev – you can find the pricing details here. For most use cases "small" package is sufficient.
Set up your WhatsApp business-account and connect it to the Unified Messaging API – you can find a detailed step by step guide here. If there are any questions during the setup, Messengerpeople's support can help you out.
If these steps are completed, you are ready to add the WhatsApp business-account to Swat.io.
In case you cannot see the workspace-settings in Swat.io, you are not equipped with the needed permissions as a workspace manager. In that case please contact a colleague with the necessary permissions.
Connection to Swat.io
In order to add a WhatsApp business-account to Swat.io, go to the general workspace settings and click on "Channels". Then on the top right you will find the button "Add channel":
As channel type choose "WhatsApp":
After accepting the terms of service you will be redirected to your account in Messengerpeople's Unified Messaging API from where you can confirm the connection to Swat.io.
Your WhatsApp Business channel is now connected to Swat.io and you can answer to conversations directly from your Inbox – each conversation on WhatsApp will be shown as a seperate ticket in your Swat.io Inbox.
Important: WhatApp requires that each message can only be responded to within 24 hours. After that timeframe it is not possible to respond via die API anymore.
Anonymize incoming messages
Workspace admins can anonymize incoming messages for the entire WhatsApp-channel in their workspace-settings. As a result the phone numbers of users are no longer visible in Inbox and exports of tickets. As workspace-admin, open the workspace-settings and select the relevant WhatsApp-channel under "Inbox" -> "Channels":
There you'll find the button to activate or deactivate said option.
Please note that the WhatsApp Business integration is only available for Swat.io Inbox. There is no integration for Swat.io Publisher available, as WhatsApp prohibits all kinds of mass-messaging at this point.
If you have any further questions, don't hesitate to contact our support team either via chat or via support@swat.io!