WhatsApp Business API

WhatsApp Integration Overview

Operator integrates natively with the official Meta WhatsApp Business Cloud API (src/server/services/omnichannel/whatsapp.ts) to handle incoming customer WhatsApp chats.

All incoming chats are routed through the Omnichannel Router into your Unified Inbox.

Meta API Credentials Setup

Under Channels > WhatsApp (/channels): 1. Input your Phone Number ID from the Meta App Dashboard. 2. Input your WhatsApp Business Account ID (WABA ID). 3. Input your Permanent System User Access Token generated in Meta Business Manager with whatsapp_business_messaging permissions. 4. Click Connect Channel to activate the connection in channel_connections.

Webhook Configuration

In the Meta App Dashboard under WhatsApp > Configuration: - Callback URL: https://YOUR_DOMAIN/api/webhooks/meta - Verify Token: The secret token defined in your environment variable META_WEBHOOK_VERIFY_TOKEN. - Webhook Fields: Subscribe to messages.

Operator's webhook endpoint (/api/webhooks/meta) automatically handles both GET challenge verification and POST event delivery.

Interactive Message Capabilities

• Natural Chat: Answers customer questions using Knowledge Base RAG.
• Slot Selection: Presents available appointment slots as interactive button replies.
• Confirmations: Sends instant WhatsApp booking receipts with appointment dates and addresses.