Cloud API

Connect RUM Work to cloud-hosted version of the WhatsApp Business Platform, and chat with customers over WhatsApp.

Overview

Cloud API from Meta is an official API to allow developers and businesses to use WhatsApp Business APIs for sending and receiving messages over WhatsApp without hosting their own servers. Using this, you can manage up to 80 messages (combined both sent and received) per second, including text and media.

This guide will help you connect RUM Work Channel to Cloud API and initiate the conversation, send notifications, purchase updates, and more.

To follow this guide, ensure you have an active Meta Developer account.

Prefer watching a video? Then hit the play button above. Or, continue with the following.

1) Create a WhatsApp Application

To create a WhatsApp application, first, go to Meta for Developers (https://developers.facebook.com), then head over to My Apps.

Meta for Developers

Then, on the apps page, click Create App.

Create App

This will open a new page, where you've to select your app type.

Selecting WhatsApp Application Type

Select Business and then click Next. On the next page, you need to enter details for the application. Make sure you add the correct information to avoid suspension or blocking of the app.

The details it needs are,

• Display name - It's the name that'll help recognise your app in the app library.

• App contact email - The email which will Meta use to notify about different events related to your app.

• Business Account - The manager who'll have complete control over the app.

App Details Page

Enter the details as applied, then select your Business Manager and click Create app.

An email will be sent to the email address you've added. Make sure you verify the account using the link mentioned in it.

2) Add Products to Your App

As soon as you click the Create app button, it will redirect you to the following page. Here, you can see different options that you can utilise for your app.

Add Products to Your App Screen

Now, on this page, you've to scroll down a bit and click Set up for WhatsApp.

WhatsApp to Set Up as Application

A new page will come up asking you to confirm details for WhatsApp Business Platform API. Check your details and then click Continue.

Continue With WhatsApp Business Platform API

As you continue, the Getting started page will open with a temporary access token, test number and more.

Here, scroll down and click on Add Phone Number. This will bring a popup to fill in your business information.

Business Information Form

You need to fill,

• Legal Business Name

• Business Email

• Country

• And Business Website

After entering the details, click Next, and it will bring fields to create a WhatsApp Business profile.

Fields to Create a WhatsApp Business Profile

The details now it needs are,

• WhatsApp Business Profile display name

• Timezone

• Category

• And Business description

Simply enter the details and click Next. This time it will bring the field to enter your phone number.

Adding Phone Number for WhatsApp

First, select your country code, then enter the number. After that, choose how you want to verify it, and then click Next.

Verifying the Number

Enter the code you've received and then click Next. Once the number is verified, you must check whether you're WhatsApp Business profile is created or not. To do that, go to the Send and receive messages section on this page.

From Field to Test the Number

Then, select Test Number in the From field. Or you can continue with the default.

To Number Field

In the To field, enter the number you want to send the test message.

Sending a Test Message

Once both numbers are added, click Send message.

Test Message

If the number you've added for the WhatsApp Business Profile is working, the recipient will get the test message like the above. It means, your number is verified and you can continue with the setup.

3) WhatsApp Business Profile Verification

Before you further proceed with steps to create a RUM Work Channel connected to Cloud API, it's must you verify the business profile first. And to do so, you've to visit https://developers.facebook.com/, select My Apps, and then click on the Business name.

Accessing Business Manager Account

On the Business Settings page, scroll down the left tab and select Business Info.

Accessing Business Info

Then, on the Business information page, add information in the Business details section.

Business Details Page

Once added the required information, you can continue with the next step.

4) Create a RUM Work Cloud API Channel

You've created a WhatsApp Business Profile, now you can connect RUM Work to it. In order to do so, log in to your RUM Work account, then go to Channels, and click Configure for Cloud API.

Creating Cloud API Channel Through Configure

Or you could click Create Channel if there are channels already in the list.

Create Channel Option

As soon as you click the Next button, a popup will appear with several fields. In those fields, you've to set Channel Title, System User Access Token and Business Manager ID.

For Title, you can set anything that will help you recognise the channel. For System User Access Token, you've to access your WhatsApp Application to generate it using the Webhook URL and Verify Token mentioned in the above channel details.

Edit Webhook Callback URL and Verify Token

First, go to https://developers.facebook.com/apps/, then select the app.

This will open the app dashboard like the following. There, click on WhatsApp and select Configuration.

Then, on the Configuration page, click Edit in the Webhook section.

Configuration Page Webhook Edit

This will open the following Webhook's callback URL popup.

Here, you need to paste the values available in the Channel Details at RUM Work.

Copying Webhook URL and Verify Token Value

First copy the Webhook URL, then Verify Token and paste them into the Webhook's callback URL. You've to copy and paste the values individually.

Adding Values to the Webhook Callback URL

Once added both the values click on Verify and save. After saving the webhook URL, click manage to select webhook fields.

Subscribing to Webhook Fields

You'll see multiple webhook fields. Subscribe to all and then click Done. After this, you'll see your subscribed webhook fields in the configuration section.

Subscribed Webhook Fields

Now, you can generate the System User Access Token

Generating System User Access Token

To generate the System User Access Token for Cloud API Channel at RUM Work, you need to go to https://business.facebook.com/settings/, there select the Business account manager you've used to create the WhatsApp application.

Selecting Business Account Manager

Based on your selection, it will open the Meta Business Settings. There, you'll have to go to the Users → System Users → click Add.

Adding a System User

It will open a terms modal, simply click I Accept, then Done and on the next window, enter details as,

• System Username - The name you want to assign to this user.

• System User Role - Admin.

Once given the username and assigned the Admin role, click Create System User. This will take a few moments to create the system user. Once the user has been created it will ask you to accept the terms.

So, click I Accept then Done, and you'll have your System User page as the following.

Adding Assets

Here, click Add Assets.

An assigning assets popup will come for the System User in which you have to select Apps → select the App → Toggle everything to YES → then click Save Changes → Done.

Assigning Asset to the System User

Once you finish assigning the asset, you can see the app in the System User Account.

Now to generate the System User Access Token, click Generate New Token.

Generate New Token

Then select the App,

Selecting the App to Generate the Token

And once you select it, you'll find different permissions from which you have to select,

• business_management

• whatsapp_business_messaging

• whatsapp_business_management

After selecting the permissions, click Generate Token. This will bring the access token which you have to copy and save on your cloud storage or local system. Once copied, click OK.

Copying Access Token

Now, head back to RUM Work, and paste the access token in the System User Access Token Field.

Pasting Access Token

Then, visit the System User again, and copy the business id from the URL.

Copying Business Manager ID

Head back to RUM Work again and paste the Id in the Business Manager ID field. Then, click Fetch Numbers.

Adding Business Manager ID and Fetching Phone Numbers

This will showcase the WhatsApp Business Accounts and the Phone Numbers Associated with them.

WhatsApp Business Account and Phone Number

Confirm the details or select a different account and number, then click Finish. That's it; you've successfully created a RUM Work Channel and connected it to Cloud API.

Now, you can chat with customers over WhatsApp using the RUM Work Channel. However, you'll only be able to send and receive up to 1,000 free messages monthly. To increase the limit, you've to add a payment method.

Channel Configuration

The additional options available for the Channel enable you to utilise it at its best.

• Details - Using this access additional options to create Message Templates, Buttons/Options/Product Messages, Store Settings, and more.

• Manage Templates - Directly access the controls to manage or create message templates.

• Store Settings - Configure payment partners and links for the channel.

• Manage Profile - Make changes to the WhatsApp Business Profile.

• Edit - Access controls to edit channel; copy its id and more.

Set Up Message Template

Refer to the following docs.

pageMessage Templates

Button/Options/Product Messages

Refer to the following docs

pageButton/Options/Product Messages

Store Settings

Please, explore the following doc to learn more about RUM Work WhatsApp Channel Store Settings.

pageWhatsApp

Manage Profile

Using the Manager Profile option of your Cloud API WhatsApp Channel, you can change your business details for WhatsApp.

Click on the Manage Profile, and it opens the Profile settings like the following,

Here, you can change your Profile Picture, Address, Description, Email, Website and Business Vertical from the available options,

• Automotive Beauty

• Spa and Salon

• Clothing and Apparel

• Education

• Entertainment

• Event Planning and Service

• Finance and Banking

• Food and Grocery

• Public Service

• Hotel and Lodging

• Medical and Health

• Non-profit Professional Services

• Shopping and Retail

• Travel and Transportation

• Restaurant

• Other

Once done, click Save Changes.

More Options

In addition to the Manage Templates, Store Settings, and Manage Profile, there are a few more options you can utilise.

• Edit - It provides you with the option to change Channel Name; Add Webhook URL and Disconnection Alert Emails.

• Delete - Simply delete the channel.

• Mark as Default - You'll see this particular channel as the primary channel in the Chat.

• Copy Channel ID - Copy Channel ID without opening the Phone Settings.