UCal
  • Welcome
  • 🚀Getting Started
    • Quick Start
      • What is IS-Messenger?
      • Setting Up an Account
      • Connecting Channels
      • Inviting Your Teammates
      • Getting Contacts to Message You
      • Automated Welcome and Away Messages
      • Responding to Messages
      • Glossary of Terms
    • Connecting a Channel
    • Invite your teammates
    • Getting Contacts to Message You
    • Automated Welcome and Away Messages
    • Responding to messages
    • Glossary of Terms
    • Creating a Chatbot
  • ⚙️Workspace Modules
    • Dashboard
    • Inbox
      • Inbox Overview
      • Assignment and closing a conversations
      • Custom Inboxes
      • Interacting with Respond AI Prompts
      • Using AI Assist
    • Contacts
      • Contact Details
      • Contacts Overview
      • Merge Suggestions
      • Contact Activity
      • Contact Channels
      • Contact Import
      • Segments
    • Broadcast
      • Broadcast Overview
      • Managing Broadcasts
    • Workflow
      • Triggers
      • Workflow Step
        • Step: Send a Message
        • Step: Ask a Question
        • Step: Assign To
        • Step: Branch
        • Step: Update Contact Tag
        • Step: Update Contact Field
        • Step: Open Conversation
        • Step: Close Conversation
        • Step: Add Comment
        • Step: Jump To
        • Step: Wait
        • Step: Date & Time
        • Step: HTTP Request
        • Step: Trigger Another Workflow
        • Step: Add Google Sheets Row
        • Step: AI Agent
      • Workflow Templates
    • Reports
      • Reports: Conversations
      • Reports: Responses
      • Reports: Resolutions
      • Reports: Messages
      • Reports: Contacts
      • Reports: Assignments
      • Reports: Leaderboard
      • Reports: Users
      • Reports: Broadcasts
  • ⚙️Workspace Setting
    • Managing a Workspace
    • General
    • Users
      • Access Levels
    • Teams
    • Channels
      • Chat Menus
    • Contact Fields
    • Growth Widgets
      • Website Chat Widget Quick Start
      • Website Chat Widget Overview
      • Workspace Settings: Growth Widgets
      • Install Website Chat Widget on Squarespace
      • Install Website Chat Widget on Joomla
      • Install Website Chat Widget on Wix
      • Install Website Chat Widget on Shopify
      • Install Website Chat Widget on WordPress
      • How to Track Conversation Source from Multiple Websites
    • Respond AI
    • Integrations
      • Dialogflow
        • Dialogflow: Connecting to Dialogflow
        • Dialogflow: Creating a Chatbot
        • Dialogflow : Managing Intents
        • Dialogflow: Parameters
        • Dialogflow: Events
        • Dialogflow: Response Templates
        • Dialogflow: Custom Payloads
        • Dialogflow: Fulfillment Webhook Request
      • E-Commerce & CRM Integrations
        • E-Commerce Integration: Shopify
        • E-Commerce Integration: BigCommerce
        • E-Commerce Integration: WooCommerce
        • E-Commerce Integration: Magento
        • CRM Integration: HubSpot
        • CRM Integration: Salesforce
        • CRM Integration: Pipedrive
        • CRM Integration: ActiveCampaign
      • Zapier
      • Developer API
      • Webhooks
      • Make (formerly Integromat)
    • Closing Notes
    • Snippets
    • Files
    • Data Export
    • Data Import
  • ⚙️User Account
  • Profile
  • User Activity Status
  • Notifications
  • Resetting your Passwords
  • 👨‍👧‍👦CONTACT AND MESSAGES
    • Dynamic Variables
      • Dynamic Variables Overview
      • How to Use Dynamic Variables
    • Contact Search and Custom Inbox
    • Conversations
  • ⚙️MESSAGING CHANNELS
    • Channel Overview
    • Facebook Messenger
      • Facebook Messenger Quick Start
      • Facebook Chat Plugin
      • Private Replies
      • Message Tag
    • Instagram
      • Instagram Overview
      • Instagram Quick Start
    • WhatsApp
      • WhatsApp Business API Quick Start
      • Getting Ready for Inbound Conversations
      • Getting Ready for Promotional Messaging
      • WhatsApp Official Business Account (Green Tick)
      • Grow your WhatsApp Audience by Maximizing Entry Points
      • Get WhatsApp API Account for Government Agencies
      • Meta Business Verification
      • WhatsApp Message Templates
      • WhatsApp Pricing
      • WhatsApp Business Platform (API) Channel Configuration
      • WhatsApp Messaging Limits
      • Meta Product Catalog
      • Change Your WhatsApp Business Display Name
      • Phone Number Migration to IS-Messenger WhatsApp Business API
      • Turn-off WhatsApp Number Two-Step Verification
      • WhatsApp Cloud API
        • Migrating from On-Premises API to Cloud API
        • Migrating from Cloud API to On-Premises API
        • Set up the WhatsApp Echo Bot
        • Load Testing on Cloud API
        • Experiments
        • Webhooks Setup
      • 360Dialog WhatsApp
      • Twillio WhatsApp
      • MessageBird WhatsApp
      • Vonage WhatsApp
      • Phone Number Migration to WhatsApp Cloud API
    • Website Chat Widget
      • Install on WordPress
      • Install on Shopify
      • Install on Wix
      • Install on Squarespace
      • Install Website Chat Widget on Joomla
    • LINE
      • LINE Overview
      • LINE Quick Start
    • Telegram
      • Telegram Overview
      • Telegram Quick Start
    • Viber
      • Viber Overview
      • Viber Quick Start
    • SMS Overview
      • Twilio SMS Quick Start
        • Importing Contacts to Twilio SMS
      • MessageBird SMS Quick Start
      • Vonage SMS Quick Start
    • Twitter Overview
      • Twitter Quick Start
    • WeChat
      • WeChat Overview
      • WeChat Quick Start
    • Google Business Message
    • Email
      • Google Workspace Quick Start
      • Other Email
    • Custom Channel
      • Custom Channel Overview
      • Custom Channel Quick Start
  • New Release Update
  • Support Use Cases
    • How to Identify Contacts by Email and Phone NumberI
    • How to Enrich Customer Data from a CRM or other Business Software
    • How to Route Customers to the Right Team Automatically
    • How to Auto-Assign Customers to a Team or Dedicated Agent
    • How to Send Outbound Support Messages
    • Support: Closing Conversations
    • How to Supervise Your Support Agents
    • How to Analyze Reports for Support
    • How to Send CSAT to Customer and Save Data in Google Sheets or CRMs
  • Handling Inbound Conversations
    • Managing Spam
    • Create Automated Welcome and Away Messages
    • Get Contacts’ Consent for Personal Data Collection
    • Create Automated Chat Menus
    • Collect Contacts’ Emails and Phone Numbers
    • Route Contacts by Shifts
    • Route Contacts by Team Functions
    • Route New & Returning Contacts
    • Route VIP Contacts
    • Assignment Strategy: Automatic Contact Distribution & Load Balancing
    • Assignment Strategy: Unassign Agents after Conversations Closed
  • Capture Conversations
    • How to Streamline Meeting Scheduling via CTC Ads
    • How to Automate Product Info Sharing in Conversations Initiated via CTC Ads
    • How to Track Conversation Source from Multiple Websites
    • How to Route Contacts from CTC Ads to Agents
  • Automate Conversations
    • How to Maximize Customer Service Potential with AI Agent
    • How to Automate Contact Information Collection with AI
    • How to Route Contacts to Preferred AI Agent
    • How to Automatically Qualify Contacts Based on Budget Using AI Agent
    • How to Route Contacts by their Preferred Language
    • How to Create Automated Chat Menus
    • Assignment Strategy: How to Automate Contact Distribution & Load Balancing
    • Assignment Strategy: Unassign Agents after Conversations Closed
    • How to Create Automated Welcome and Away Messages
    • How to Block Contacts and Manage Spam
    • How to Route New and Returning Contacts
    • How to Collect Contacts’ Emails and Phone Numbers
    • How to Route New and Returning Contacts
    • How to Route Contacts by Team Functions
    • How to Route Contacts by Shifts
    • How to Get Contacts’ Consent for Personal Data Collection
    • How to Route VIP Contacts
  • How to Promptly Transfer Conversation Between Agents
  • How to Guide Customers from Exploration to Purchase with Engaging Menus
  • How to Optimize Customer Onboarding with Automated & Customized Welcome Messages
  • Converse with Customers
    • How to Get a Complete View of the Customers
    • How to Simplify Customer Escalation with Automation
    • How to Transfer Contacts to the Next Shift Automatically
    • How to Optimize Agents’ Productivity in the Messages Module
    • How to Align AI Conversations with Your Brand Voice
    • How to Draft Customer Replies with AI
    • How to Convert Image to Text Using AI
    • How Automate Calculations Using AI
  • Broadcasts Use Cases
    • How to Sending a Simple Broadcast
    • How to Start a Workflow Based on Broadcast Response
    • How to Import to Broadcast via WhatsApp
    • How to Troubleshoot a Failed Broadcast
  • Sales Use Cases
    • How to Collect Leads' Email and Phone Number
    • How to Enrich Contact Data and Qualify Leads
    • How to Route Leads
    • How to Auto-Assign Leads to Sales Agents
    • How to Send Outbound Sales Messages
    • How to Track Productivity by Closing Conversations
    • How to Supervise Sales Agents
    • How to Analyze Reports for Sales
  • Accessing Help Menu
Powered by GitBook
On this page
  • Connecting Vonage WhatsApp
  • Channel Configuration
  • Metadata Received by Channel
  • Managing WhatsApp Message Templates
  • Submitting Message Template for Approval
  • Adding the Approved WhatsApp Message Template to the Space
  • Syncing Message Templates
  • Rate Limits
  • FAQ and Troubleshooting
  • Troubleshooting
  1. MESSAGING CHANNELS
  2. WhatsApp

Vonage WhatsApp

Connecting a Vonage WhatsApp API account to chat with customers over Whatsapp.

PreviousMessageBird WhatsAppNextPhone Number Migration to WhatsApp Cloud API

Last updated 1 year ago

To connect Vonage WhatsApp, a Vonage WhatsApp API account is required. Read this to create a Vonage WhatsApp API account.

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.

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 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

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 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

Vonage WhatsApp channel can be configured with a unique channel name.

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

If you do not have an approved message template or would like to submit a new message template, please refer to the following guide.

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.

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.

You may use the search and filter at the top right corner of the listing to find your templates easier.

Rate Limits

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 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 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.

Sign in with your user credentials in Vonage.

Step 2: Verify the Messages version

This channel has a limited 24-hour messaging window due to WhatsApp regulations. Find out more !

Step 3: Sign in to Sign in with your user credentials at Vonage

At Vonage, navigate to and create an application. Give the application a suitable name.

Step 13: On the Vonage platform, navigate to and select the WhatsApp application to connect.

Step 1: Navigate to WhatsApp Manager From , open WhatsApp manager from the drop-down menu.

Detailed instruction for submitting Template Messages for approval are available in the .

You may use to fill in the message template parameter.

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 .

Step 1: Navigate to and sign in with your Vonage user credentials.

Step 1: Navigate to and sign in with your Vonage user credentials.

Step 1: Navigate to

⚙️
Vonage
Your Applications
Applications
Facebook Business Manager
Vonage Documentation
Dynamic Variables
Creating message templates
Creating message templates by Meta
Message guidelines by WhatsApp
rate limits for this channel here
Vonage
Vonage
Vonage
guide
Connecting Vonage WhatsApp to respond.io dialog
here
Vonage
Settings Page on Vonage Dashboard
Submitting Vonage WhatsApp Message Template for approval on respond.io gif
Syncing WhatsApp Message Template between Vonage and respond.io gif