1msg provides the option to connect users to WhatsApp Business API through WhatsApp API 360 Dialog provider.
More information regarding WhatsApp Business API connection through 1msg, pricing, documentation and other issues can be found on the official 1msg portal.
How does the connection work?
Schematically, the connection process can be depicted as follows:
- Register with 1msg;
- Subscribe to WhatsApp Business API with a monthly fee;
- Generate API key in your 1msg personal cabinet;
- Specifying API Key in your personal 1msg account;
- Approval of message templates on Facebook or in your personal 1msg account;
- Approving and receiving messages in WhatsApp Business API;
- Connecting WhatsApp Business API to DaoDesk.
Connecting WhatsApp Business API to DaoDesk.
To add a channel to the system, go from the Management module to the Channel settings” section and click on the “Add Channel” button:
Then you need to select the “WhatsApp Business 1msg” channel and the Department that will receive conversations from the default channel:
Below, enter the channel name (optional), API URL and Token (you can copy them from your personal 1msg.io account):
After clicking on the “Synchronize and Save” button, a “Connection Successfully Established” notification will be displayed. All messages you will receive in your Whatsapp Business account will now be displayed in the system as requests:
Channel Features:
1) Every first 1000 dialogs per month of one WhatsApp account are free. If you have multiple numbers in one WhatsApp account, the dialogs will be shared among them;
2) All incoming messages that were initiated by Click to WhatsApp's Call to Action buttons from your promotions are free. It is important to note here that dialogs from Click to WhatsApp buttons will be free only if they are placed in ads through Facebook Business Manager. If you simply place a “Send me” button with a click to messenger button, that dialog will not be considered free.
3) In requests, the status of the message being sent is displayed next to operator responses.
This means that you will be able to see directly in the DaoDesk request whether your message has been read by the user or not yet. The following statuses are available:
- one gray checkmark - message has been sent. Sending a message does not guarantee its successful delivery: from DaoDesk the message first passes through your Whatsapp provider, and if there are no problems at this stage (e.g. message/file size limits are not exceeded, there are no technical problems on the service provider's side), the status will change to “delivered”. If the message could not be delivered, you will see an error with a description of the problem.
- two gray checkmarks - the message has been delivered. It means that the operator's reply has reached the client, but has not been read yet.
- two green checkmarks - the message has been read by the user.
- red exclamation mark - the message could not be sent.
Please note that statuses in DaoDesk are transmitted by the provider itself, so in case of any problems on its side, the statuses may, for example, be displayed with a delay.
4) If after connecting the channel incoming messages from Whatsapp do not get to your helpdesk - contact 1msg support and ask in your 1msg account to disable Guaranteed Webhooks and set RawHooks to false.
5) In WhatsApp Business API you can't send anything, whenever and to anyone like in other messengers, as Meta's special rules apply:
- To have free communication with a customer - a 24-hour dialog window must be open.
- The window is opened by an incoming message from the client: a question, a support request, just a greeting or a reply to your message.
- While the window is closed - you can only send paid messages to the customer according to pre-agreed WhatsApp Business API templates.
Based on these rules, WABA works on message charging. Read more.