WhatsApp Integration · Developer Docs

Establishing communication via social media platforms like WhatsApp is essential in handling customer requirements and it also helps answer basic inquiries, build the engagement activities easily.

Now Kommunicate allows to integrate with WhatsApp business account and handle the queries via Kommunicate chatbot and with the help of human agents.

We offer integration with WhatsApp using 3 ways

Integration using 360Dialog
Integration using Twilio
Integration using WhatsApp Cloud API

WhatsApp_Ways

Send Template Message using API

Step 1: Create the Template Object

Create a template object with name, language, and components as mentioned in WhatsApp template API page.

{
   "template": {
      "name": "account_update_whatsapp",
      "language": {
         "code": "en_US",
         "policy": "deterministic"
      },
      "components": [
         {
            "type": "body",
            "parameters": [
               {
                  "type": "text",
                  "text": "your-text-string"
               },
               {
                  "type": "text",
                  "text": "your-text-string"
               }
            ]
         },
         {
            "type": "header",
            "parameters": [
               {
                  "type": "text",
                  "text": "your-text-string"
               }
            ]
         }
      ]
   }
}

As per the above object, "account_update_whatsapp" is the pre-approved template name. In components there are two parameters and one parameter is in Header.

Step 2: Convert it into String and use API to send Template

After creating object, convert it to string using JSON to String Online Converter. Add the string in the “WHATSAPP_TEMPLATE” of send message API.

Below is the example of using API for sending an approved Template named "sample_issue_resolution".

Headers:

api-key: API_KEY_FROM_INSTALL_SECTION'  
of-user-id: PASS_SUPER_ADMIN_EMAIL_HERE'  
header 'Content-Type: application/json'

You can find it in the install section, click here.

POST: https://services.kommunicate.io/rest/ws/conversation/message/send

BODY:

{
    "groupName": "Conversation",
    "platform": "whatsapp",
    "source": "WHATSAPPDIALOG360",
    "senderId": "+91xxxxxxxxxx",
    "receiverId": "+91xxxxxxxxxx",
    "messagePxy": {
        "type": 5,
        "contentType": 0,
        "message": "TEMPLATE MESSAGE",
        "metadata": {
            "skipBot": true,
            "WHATSAPP_TEMPLATE": "{\n   \"template\": {\n      \"name\": \"sample_issue_resolution\",\n      \"language\": {\n         \"code\": \"en_US\",\n         \"policy\": \"deterministic\"\n      },\n      \"components\": [\n         {\n            \"type\": \"body\",\n            \"parameters\": [\n               {\n                  \"type\": \"text\",\n                  \"text\": \"Name - test\"\n               }\n            ]\n         }\n      ]\n   }\n}"
        },
        "source": 1
    }
}

Note: Please change the "source" to "WHATSAPPCLOUDAPI" if you are using WhatsApp Cloud API and "WHATSAPPTWILIO" if you are using Twilio integration.

This is how it will look:

Send_Template_API

We can check the same on the Kommunicate dashboard, it will show as Template Message and user has received the message as well.

WhatsApp Rich Messages

List Message

If you are looking to present customers with multiple choices, you can use this payload.

{
    "metadata": {
        "templateId": "7",
        "contentType": "300",
        "payload": {
            "headerText": "Options",
            "buttons": [
                {
                    "name": "Viral",
                    "action": {
                        "text": "Viral",
                        "type": "quick_reply"
                    }
                },
                {
                    "name": "Bacterial",
                    "action": {
                        "type": "quick_reply",
                        "text": "Bacterial"
                    }
                },
                {
                    "action": {
                        "type": "quick_reply",
                        "text": "Parasitic"
                    },
                    "name": "Parasitic"
                },
                {
                    "name": "Fungal",
                    "action": {
                        "type": "quick_reply",
                        "text": "Fungal"
                    }
                }
            ]
        }
    },
    "platform": "kommunicate",
    "message": "Select a type of infection."
}

WhatsApps And List_List

WhatsApp Limitations

Only certain media files are allowed to be sent or received. See more info here
If more than 24 hours have passed since the last user message, only template messages will be allowed.
Rich message response from bot is not supported by WhatsApp, so they will not be received by the end-user.
No more than three buttons with titles of 20 characters or less, and no duplicate button titles.

Wa_Limitations

Detailed infomation on WhatsApp Limitation: