4.4 WhatsApp Management

(i) Creating a WABA (WhatsApp Business API) Account

Before connecting WhatsApp to your Storeberry online store, you must pass Meta's official verification and create a WABA account. Please prepare the following information and follow the steps below before starting.

Pre-requisites Checklist:

Full Migration Mode (Delete the WhatsApp Business App and manage conversations directly via API):
- A phone number not currently registered with WhatsApp.
- Can be a landline or mobile number.
- Important: This number must not be currently in use on personal WhatsApp or the WhatsApp Business App. If it is in use, you must delete/deactivate the account within the mobile app first.
Coexistence Mode (Simultaneously use the WhatsApp Business App and API mode to manage conversations):
- A phone number currently registered with WhatsApp Business.
- Must be a mobile phone number.
- This number must be currently active on the mobile WhatsApp Business App and cannot be a number that has already been converted to a regular API.
Meta Business Manager Account: Administrator access is required.
Company Business Registration / Proof Documents: Such as Business Registration Certificate (BR), Certificate of Incorporation, or recent utility bills.
Company Website or Facebook Page: The URL must display the company name.

Important Notes:

Unverified WABA accounts have conversation limits. It is recommended to complete verification immediately to unlock full features. Click here to view the Business Verification Tutorial

Steps to Create a WABA Account:

1. Open Meta Business Suite

Go to Meta Business Suite and log in with your Facebook account.
From the left menu, go to All Tools Business Settings.

2. Add a WhatsApp Account

Locate Accounts in the left menu, then click WhatsApp Accounts.
Click the Add button.
Fill in the basic account information:
- WhatsApp Business Account Name: Enter your brand or company name.
- Time Zone and Currency: Select your region accordingly.

3. Set Up WhatsApp Business Profile

Display Name: Enter the name customers will see on WhatsApp.
Category and Description: Select your business industry and write a brief company introduction.

4. Link and Verify Phone Number

Enter the prepared phone number.
Select a verification method (SMS or Voice Call).
Enter the 6-digit verification code received to complete the phone number linking.

(ii) WhatsApp Platform

1) Connect WABA Account to WhatsApp Platform

Click WhatsApp Platform in the Storeberry CMS redirect to the WhatsApp Message Management Platform.
Under Integrations, click Connect WhatsApp API to redirect to Facebook, then click Continue.
Select the WhatsApp Business Account to connect: Select the second option, Connect WhatsApp Business App.
Enter the WhatsApp Business phone number you wish to connect. Once a ✔️ appears next to the phone number, click Continue.
Check the message from Facebook Business in your WhatsApp Business App and tap Connect.
Scan the QR code using the WhatsApp Business App.
Tap Link to Business Platform in the WhatsApp Business App, then check Share all chats and tap Confirm.
Select your time zone and confirm authorization.
Linking complete.

2) Dashboard

View account information, balance and expenditures, marketing campaigns, and message statistics, as well as top up your account balance.

3) Live Chat

Select a conversation from the chat list, or filter and search for specific chats to send messages.
Send template messages or free-form messages to customers instantly or via scheduled messages. View customer details on the right panel of the chat window.

4) Message Templates

Storeberry provides a series of pre-configured message templates in the Template Library. Click Use Template on a preset template to submit it directly for approval, or click Create as Custom Template to build a custom template based on a preset.

To build a custom template from scratch:

Click "+ New Template".

Select template type:

Marketing: Includes text, media, and custom buttons for marketing promotions.
Utility: Includes text, media, and custom buttons for sending account or existing billing information.
Authentication: Includes text and verification codes for one-time passcodes.

Enter the template name and content, then submit for review. Submitted templates will appear under All Templates for management.

5) Marketing Campaigns

Pre-set marketing campaigns to allow Storeberry to send automated messages for corresponding triggers.

Pre-defined Trigger Campaign:

Storeberry provides six preset common scenario campaigns. Click Manage on a campaign within Preset Triggered Campaigns to edit its content, then enable it when ready.

All Campaigns:

Create custom campaigns by clicking "+ Add Campaign" in either Preset Triggered Campaigns or All Campaigns. Manage created campaigns under All Campaigns.

Chat Commerce:

Allow customers to shop via text messages.

Enable Conversational Commerce.
Configure order keyword rules:
- Trigger phrases (Required): Triggers adding items to the cart when placed before an order code.
- Remove phrases (Optional): Triggers item removal when placed before an order code; clears the cart when sent alone.
- Cart phrases (Optional): Triggers viewing the cart.
- Product Info phrases (Optional): Triggers viewing product details when placed before an order code.
Set auto replies for different scenarios.
Add products and set order codes, purchase quotas, and single-order limits.