Vonage WhatsApp
Connecting a Vonage WhatsApp API account to chat with customers over Whatsapp.
In addition to providing SMS services, Vonage is also an API provider that works directly with WhatsApp as an official partner. Vonage also provides other services such as phone number purchases and WhatsApp Official API account management.
By integrating Vonage WhatsApp API, the platform can enable you to respond to WhatsApp messages directly.
This channel has a limited 24-hour messaging window due to WhatsApp regulations. Find out more here!
Connecting Vonage WhatsApp
Step 1: Navigate to Channel Settings From Settings Module, navigate to the menu item, Channels
Step 2: Add Channel Press Add Channel and choose WhatsApp. Select Vonage on the second step
Step 3: Sign in to Vonage Sign in with your user credentials at Vonage
Step 4: Locate the API Key & API Secret Find the API Key and API Secret on the Dashboard and add it to the corresponding fields at ISMessenger platform.
Step 5: Follow through the instructions
Step 6: Create an Application
At Vonage, navigate to Your Applications and create an application. Give the application a suitable name.
Step 7: Enable Messages
Enable Messages by enabling the toggle and selecting version v1.0.
Step 8: Add the Generated URLs
Add the generated URLs from IS-Messenger to the corresponding fields on Vonage platform.
Step 9: Generate New Application
Scroll down and click Generate New Application.
Step 10: Link a Vonage WhatsApp Number
Open the Linked External Accounts tab and click Link next to the Nexmo WhatsApp Number.
Step 11: Follow through the instructions
Follow through with the instructions by clicking Next.
Step 12: Select the Enabled WhatsApp Number
On the IS-Messenger platform, select the enabled WhatsApp number from the dropdown.
Step 13: On the Vonage platform, navigate to Applications and select the WhatsApp application to connect.
Step 14: Click Edit and then click Generate Public and Private Key.
Step 15: Add the Private Key field to the corresponding field on the IS-Messenger platform.
Step 16: On the Vonage platform, save changes to the dashboard.
Step 17: Click Save Changes to complete the setup.
Click Done to complete the setup.
Once you completed the setup, any messages sent to your Vonage WhatsApp Number will now be received in your Space.
Channel Configuration
SStep 1: Navigate to Workspace Settings > Click Channels.
Step 2: Locate the Vonage WhatsApp Channel > Click Manage > Configuration.
Step 3: Make the necessary configuration for the following fields
Channel Name - Name used internally to identify the account.
WhatsApp Business Account ID - This is required to sync and submit Message Templates. Contact your Vonage Customer Solution Architect to get this credential.
User Access Token - This is required to sync and submit Message Templates. Contact your Vonage Customer Solution Architect to get this credential.
Take extra caution when updating other credentials as changing these credentials may cause failure in receiving or sending messages from your Vonage WhatsApp account.
Step 4: Click Save Changes to update the Channel configuration.
Metadata Received by Channel
Different channels provide different set of Contact’s metadata to IS-Messenger platform. Here’s the list of Contact’s data you’ll be able to obtain from this channel:
Phone number
Profile name
Managing WhatsApp Message Templates
Before sending a Template Message to a Contact on the respond.io platform, ensure you did the following:
Submitted the message template for approval
Added the approved message template to the Space by syncing the message template
Submitted the message template for approval
Added the approved message template to space
Submitting Message Template for Approval
Step 1: Navigate to WhatsApp Manager From Facebook Business Manager, open WhatsApp manager from the drop-down menu.
Step 2: Create Message Template Press on Message Templates tab and press Create Message Template
Adding the Approved WhatsApp Message Template to the Space
Once your Message Template has been approved on Vonage, you may proceed to add the message template on the ISMessenger platform.
Step 1: Navigate to Channel Settings From Settings Module, navigate to the menu item, Channels
Step 2: Locate the Vonage WhatsApp channel Once you have located the Vonage WhatsApp channel, press Templates
Step 3: Fill in the required information
Fields
Type
Description
Template Name
Text
A name used to identify the template
Template Content
Text
The message template approved by WhatsApp and to be sent to the contact
Namespace
Text
The unique identifier provided by the WhatsApp Partner API
Category
Single select
In which category does this template belong to.
Language
Single select
In which language this template is written in
Step 4: Save changes Review the information and press SAVE when it is ready.
Step 5: Start building the message
Build the message by filling in the necessary components, then review the message in the preview section.
Building Block
Description
Header
The Header is optional and serves as the title or header of your template. It supports the following:
Text
Image
Video
Document
Body
The Body should contain the most important text of your template. Only text is supported.
You may use markdown to format the content of this block.
Footer
The Footer only supports text and can be used to provide less relevant information in your template message.
Button
The button adds interactivity to your templates. There are two main types.
Quick Reply Button
Used for getting quick answers from your client
Max 3 Quick Reply Buttons per Template
Each Quick Reply cannot have more than 20 characters
Call to Action Button
Used to send your client to a Website or call a Phone Number
Max one URL and Phone Number per Template
URL can have a parameter for personalization
Step 6: Provide sample value
This is only applicable if you have included any parameters in your message template content.
Providing sample values to the parameter in the message template will assist the review to understand the message you are trying to send to your contacts.
You may use Dynamic Variables to fill in the message template parameter.
Important Links
Syncing Message Templates
Before syncing Template Message on the respond.io platform, ensure you did the following: - Added WhatsApp Business Account ID and User Access Token in the channel configuration dialog.
Step 1: Navigate to Channel Settings
From Settings module, navigate to the menu item, Channels.
Step 2: Locate the Vonage WhatsApp channel
Once you've located the Vonage WhatsApp channel, click Templates.
Step 3: Sync Templates
Click Sync Templates to begin the syncing process.
Step 4: Syncing Completed
When the synchronization has been completed, the message templates will be listed with their corresponding status and the last synced date time will be updated. The rejection reason will be displayed underneath the rejected message template.
Status
Description
Submitted
The message template is submitted and pending approval.
Approved
The message template is approved and can be sent to contacts.
Rejected
The message template is rejected and cannot be used.
Rate Limits
A rate limit is the number of API calls an app or user can make within a given time period defined by the channel. Learn more about the rate limits for this channel here.
FAQ and Troubleshooting
Inability to Send and Receive Messages
If you're encountering issues sending and receiving messages, we recommend you to check the application version of your Vonage application.
Step 1: Navigate to Vonage and sign in with your Vonage user credentials.
Step 2: Navigate to your Application and click on edit. Verify if you have selected v1 and Inbound proceed to update it and save changes.
Message status is not updated
If you're encountering issues with message status is not updated, we recommend you to check the Status URL of your Vonage application.
Step 1: Navigate to Vonage and sign in with your Vonage user credentials.
Step 2: Navigate to your Application and click on edit.
Troubleshooting
Inability to Send and Receive Messages
If you're encountering issues sending and receiving messages, we recommend you to check the application version of your Vonage application.
Step 1: Navigate to Vonage
Sign in with your user credentials in Vonage.
Step 2: Verify the Messages version
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