Connect your WhatsApp Business number to Atera and give your users an easy, familiar way to reach support. Messages sent to your number reach your technicians instantly, while a ticket is opened in Atera with the full real-time conversation documented and organized for your team. You can also let Robin step in as the first responder, resolving issues on WhatsApp before they even reach your technicians.

Connect your WhatsApp Business number to Atera and give your customers an easy, familiar way to reach support. Messages sent to your number reach your technicians instantly, while a ticket is opened in Atera with the full real-time conversation documented and organized for your team. You can also let Robin step in as the first responder, resolving issues on WhatsApp before they even reach your technicians.

Prerequisites

Configure your Meta Business manager account

Log in to your Meta Business manager account and add WhatsApp as a product to your app. Follow the Meta guidelines to set up the Business API integration:

• Official Business Accounts
• WhatsApp Business Platform
• Business phone numbers
• WhatsApp Business Accounts

From here, you'll be able to access all the information to fill out the fields in the Connections settings section of the WhatsApp configuration in Atera.

Add phone numbers in Atera

WhatsApp identifies who’s messaging by their phone number. To make sure tickets are created under the right user (and show up in the Service Portal), every user must have a number saved in their Atera user profile. For more info, see Manage users

WhatsApp identifies who’s messaging by their phone number. To make sure tickets are created under the right contact (and show up in the Customer Portal), every contact must have a number saved in their Atera contact profile. For more info, see Manage contacts

When someone messages your WhatsApp Business number, Atera checks the Phone / Mobile phone fields:

• If the number exists: The conversation is linked to the user and the ticket is created under their name.
• If the number doesn’t exist: Atera creates an unassigned user and stores the ticket there.
  • If a user already exists but their number isn’t saved, Atera may create a duplicate user and the ticket won’t appear for them in the Service Portal.

• If the number exists: The conversation is linked to the contact and the ticket is created under their name.
• If the number doesn’t exist: Atera creates an unassigned contact and stores the ticket there.
  • If a contact already exists but their number isn’t saved, Atera may create a duplicate contact and the ticket won’t appear for them in the Customer Portal.

Connect WhatsApp to Atera

Once you have your WhatsApp configurations set up in your Meta Business manager account, you can enable the integration to connect WhatsApp as a support channel for your users.

Once you have your WhatsApp configurations set up in your Meta Business manager account, you can enable the integration to connect WhatsApp as a support channel for your customers.

To enable the WhatsApp integration:

1. Go to Admin > Support and ticketing > WhatsApp settings.

The WhatsApp settings page appears.

2. Toggle on Connect WhatsApp Business.

3. Under Connection Settings, enter the following:

Connection settings

• WhatsApp business phone number: This is the number your users/customers will message to open tickets. It must include the country code, but no spaces, "+" or any other signs (e.g., 15551234567).

• WhatsApp business phone number ID: The unique ID for your specific phone number.

  • Where to find it: In the Meta Events Manager under WhatsApp > API Setup.

• WhatsApp business account ID: The ID of your WhatsApp Business Account (WABA) in Meta.

  • Where to find it: In the Meta Events Manager under WhatsApp > API Setup, or in Business Settings > WhatsApp Accounts.

• WhatsApp business ID: This is your overall Meta Business Manager ID.

  • Where to find it: In your Meta Business account under Business Settings > Business Info.

• Meta app ID: Your Meta app’s unique ID. Atera uses this to bridge the connection to your WhatsApp configuration.

• Meta app secret: A security key generated from your Meta App. This allows Atera to securely sync configurations.

• Access token: Your permanent system user access token generated in the Meta Developer console.

Note: Most of these details (Phone Number ID, Business Account ID, and Access Token) can be found in your Meta for Developers account under WhatsApp > API Setup.

4. Under Communication settings, select:

• Enable Robin: For accounts with Robin activated, this lets Robin automatically manage all settings in the Notification settings section automatically.
• Send reply on new ticket: Sends an automatic reply to the user in the WhatsApp thread, including the ticket ID and a link to the ticket in the Service Portal.
• Send reply on new ticket: Sends an automatic reply to the contact in the WhatsApp thread, including the ticket ID and a link to the ticket in the Customer Portal.
• Send message on new comment: Notifies the end user when a technician adds a public response.
• Send message on status changed: Notifies the end user when their ticket status changes.
• Send message on ticket assignment changed: Notifies the end user when their ticket is reassigned to a different technician.

5. Click Update.

Your connection to Meta will be set up automatically. Webhooks will be created — between your business phone number and Atera ticketing — and Meta will be told where to send incoming WhatsApp messages, so you don’t need to configure a callback URL.

Your users' experience

Your contacts' experience