WhatsApp

Steps to Use

Step 1: In the Bot section, go to the Platform Integration tab. Then click the WhatsApp button.

Step 2: Click the + Add phone number button. A popup will appear. Don’t enter anything yet — just continue to the next step.

Step 3: Go to the Meta Business Suite website and log in to your business portfolio.

Step 4: In the System Users tab, choose a user with Admin access. Then click Generate token.

Step 5: In the Select App step, choose the app you created in Meta Business Suite. Click Next.

Step 6: Select your preferred token expiration. Click Next.

Note: If you choose the 60-day expiration, you’ll need to remove the WhatsApp integration from CX Genie and connect it again for the bot to keep working.

Step 7: Assign the following permissions:

• whatsapp_business_management

• whatsapp_business_messaging

Then click Generate token.

Step 8: If prompted, verify your Meta account. If not, move on to the next step.

Step 9: Copy the generated token and paste it into the Permanent access token field in CX Genie.

Step 10: Go back to Meta Business Suite, go to Accounts > WhatsApp accounts and copy the system user’s ID, and paste it into the Account ID field in CX Genie. Once you’re done, click Add WhatsApp Account to connect it with CX Genie.

Step 11: Select the bot you want to connect to this WhatsApp account. Click Save changes to apply the connection.

Step 12: Go chat with your WhatsApp number and give your chatbot a try!

Video Guide

Quick Tips

• If you choose a token that expires in 60 days, make a note to renew it before it expires to keep the bot active.

Troubleshooting

• Problem: The bot doesn’t respond on WhatsApp.

  Solution: Make sure the correct permissions are granted and the token has not expired. Also, check that you’ve connected it to a bot after adding it to CX Genie.

• Problem: Error while pasting token or Account ID.

  Solution: Double-check that you copied the correct token and WhatsApp account ID from Meta Business Suite.

Need help? Join our Discord community or email us at [email protected].