WhatsApp Business Setup — Detailed Guide

Prerequisites

Before connecting WhatsApp to ZenTraq, you need:

1. Meta Business Manager Account — business.facebook.com
2. WhatsApp Business Account (WABA) — Created in Meta Business Manager
3. Verified Business — Meta must verify your business identity
4. Phone Number — A number registered with WhatsApp Business API (not personal WhatsApp)
5. Payment Method — Credit card on Meta for message charges

Step-by-Step Setup

Step 1: Create Meta Business Account

1. Go to business.facebook.com
2. Create a Business Manager account (or use existing)
3. Complete business verification (takes 1-3 business days)
4. Upload business documents if requested

Step 2: Set Up WhatsApp Business Account

1. In Meta Business Manager → All Tools → WhatsApp Manager
2. Click Get Started or Add WhatsApp Account
3. Add a phone number (must not be on personal WhatsApp)
4. Verify the number via SMS or Voice call
5. Note down your Phone Number ID and WABA ID

Step 3: Generate Access Token

1. Go to developers.facebook.com
2. Create an App (Business type)
3. Add WhatsApp product to your app
4. Go to WhatsApp → API Setup
5. Generate a Permanent Access Token:
   • Under "System Users" in Business Settings
   • Create a system user with "Admin" role
   • Generate token with whatsapp_business_messaging permission
6. Copy this token (you'll need it for ZenTraq)

Step 4: Configure in ZenTraq

1. Go to Settings → WhatsApp Configuration
2. Enter:
   • Phone Number ID: (from Step 2)
   • WhatsApp Business Account ID: (from Step 2)
   • Access Token: (from Step 3)
   • Business Display Name: Your business name
   • Webhook Verify Token: Create any random string (e.g., "zentraq_verify_2026")
3. Click Save & Test Connection
4. If test succeeds ✅ → proceed to webhook setup

Step 5: Configure Webhook (for receiving messages)

1. In Meta's App Dashboard → WhatsApp → Configuration
2. Click Edit on the Webhook section
3. Enter:
   • Callback URL: https://api.zentraq.in/api/whatsapp/webhook (your API domain)
   • Verify Token: Same token you entered in ZenTraq (Step 4)
4. Click Verify and Save
5. Subscribe to these webhook fields:
   • ✅ messages
   • ✅ message_delivery_updates (delivery receipts)
   • ✅ message_reads (read receipts)

Step 6: Create Message Templates

1. In Meta Business Manager → WhatsApp Manager → Message Templates
2. Click Create Template
3. Fill in:
   • Name: e.g., welcome_message (lowercase, underscores)
   • Category: Utility, Marketing, or Authentication
   • Language: English (or your language)
   • Body: Your message with variables 1, 2
4. Submit for review (approved within 24-48 hours)

Step 7: Add Templates to ZenTraq

1. Settings → WhatsApp → Templates
2. Click Sync Templates to pull from Meta
3. Or manually add: Name, Body, Variables
4. Templates appear in the chat when sending

Webhook URL Configuration

Your webhook URL depends on your deployment:

Setup	Webhook URL
Direct API	https://your-api-domain.com/api/whatsapp/webhook
Via API Gateway	https://your-gateway.com/api/whatsapp/webhook
Local Testing	Use ngrok: https://xxxx.ngrok.io/api/whatsapp/webhook

Template Examples

Welcome Message

Name: welcome_message
Category: Marketing
Body: Hello {{1}}! 👋 Thank you for your interest in {{2}}. 
Our team will connect with you shortly. 
Reply STOP to opt out.
Variables: {{1}} = Customer Name, {{2}} = Product/Service

Appointment Reminder

Name: appointment_reminder
Category: Utility
Body: Hi {{1}}, this is a reminder about your appointment 
on {{2}} at {{3}}. 
Reply YES to confirm or RESCHEDULE to change the time.
Variables: {{1}} = Name, {{2}} = Date, {{3}} = Time

Invoice Notification

Name: invoice_sent
Category: Utility
Body: Hi {{1}}, your invoice {{2}} for ₹{{3}} has been generated. 
Due date: {{4}}. 
Pay online or contact us for details.
Variables: {{1}} = Name, {{2}} = Invoice#, {{3}} = Amount, {{4}} = Due Date

Follow-Up

Name: follow_up
Category: Marketing
Body: Hi {{1}}, we noticed you were interested in {{2}}. 
Would you like to schedule a call to discuss further? 
Reply YES to connect with our team.
Variables: {{1}} = Name, {{2}} = Product/Interest

Messaging Rules

24-Hour Window

• Customer messages you → Window opens for 24 hours
• During window → Send any free-form text
• Window expires → Only templates can be sent
• Template sent → Customer replies → Window re-opens

Message Pricing (Meta)

• Business-initiated (templates): Charged per conversation
• User-initiated (replies within window): Charged per conversation
• First 1,000 conversations/month: FREE
• Pricing varies by country

Quality Rating

Meta monitors your messaging quality:

• Green: Good quality, high limits
• Yellow: Warning, limits may decrease
• Red: Low quality, sending restricted

Maintain quality by:

• Only messaging opted-in contacts
• Using relevant, valuable content
• Responding quickly to replies
• Avoiding spam-like behavior

Multi-Number Setup

If you have multiple WhatsApp numbers (Sales, Support):

1. Settings → WhatsApp → Add Configuration
2. Enter credentials for the second number
3. Name it (e.g., "Sales WhatsApp", "Support WhatsApp")
4. When sending, select which number to use

Troubleshooting

"Access Token Invalid"

• Token may have expired → Regenerate in Meta Business Manager
• Token permissions insufficient → Add whatsapp_business_messaging
• System user deactivated → Reactivate in Business Settings

"Phone Number Not Registered"

• Number not verified with WhatsApp Business API
• Number is still on personal WhatsApp → Deregister first
• Number registered under a different WABA

"Template Not Found"

• Template not yet approved by Meta → Check status in WhatsApp Manager
• Template name mismatch → Use exact lowercase name with underscores
• Template in wrong language → Match the language code

"Webhook Not Receiving Messages"

• Callback URL not accessible from internet
• Verify token mismatch between Meta and ZenTraq
• SSL certificate issue on your server
• Webhook subscription fields not checked (messages must be checked)

Tips

• Use permanent tokens — Temporary tokens expire in 24 hours
• Test with your own number first — Before messaging customers
• Start with Utility templates — Higher approval rate than Marketing
• Keep templates short — Under 1024 characters
• Include opt-out — "Reply STOP to unsubscribe" in marketing messages
• Monitor quality rating — Check weekly in Meta dashboard
• Respond to replies — Don't just broadcast, have conversations