📱 WhatsApp Integration

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Overview

• Respond to customers via WhatsApp Business messages
• Handle customer support inquiries automatically
• Process orders and provide product information
• Send automated notifications and updates
• Scale your customer service with AI-powered responses
• Support multimedia messages (text, images, documents)

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Prerequisites

• An active NeuralTalk AI account
• A created and trained chatbot on the NeuralTalk AI platform
• A Facebook account (for Meta Business integration)
• A WhatsApp Business account
• Access to WhatsApp Business API (Meta Business account)
• A verified business phone number

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Setup Process

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Step 1: Access NeuralTalk AI Integration Settings

1. Log in to your NeuralTalk AI dashboard
2. Select the chatbot you want to connect to WhatsApp
3. Navigate to Settings in the left sidebar
4. Click on Chatbot Settings from the expanded menu
5. Navigate to the Integrations tab at the top of the page

6. Find the WhatsApp Integration card
7. Click the Connect button to start the integration process

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Step 2: Facebook Authentication for WhatsApp Business

• Email address or phone number associated with your Facebook account
• Password for your Facebook account
• Click Log in to proceed
• If you don’t have a Facebook account, click Create New Account to set one up
• Complete any two-factor authentication if enabled on your account

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Step 3: Set Up WhatsApp Business API

1. Go to Meta Business Manager
2. Create or select your business account
3. Add your WhatsApp Business account to the business manager

1. Navigate to WhatsApp Manager in your Meta Business account
2. Add and verify your business phone number
3. Complete the business verification process
4. Generate API access credentials

• Save your Phone Number ID
• Copy your Access Token
• Note your Business Account ID

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Step 4: Complete NeuralTalk AI Integration

• Phone Number ID from Meta Business
• Access Token from WhatsApp Business API
• Business Account ID
• Webhook verification token (if required)

• Set up welcome messages
• Configure business hours
• Define auto-response settings
• Set up escalation rules

• Send a test message to verify the integration
• Check that responses are working correctly
• Verify webhook connectivity
• Click Save to establish the connection

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Step 5: Configure Webhook and Permissions

1. In Meta Developer Portal, configure webhook URL provided by NeuralTalk AI
2. Subscribe to webhook events:
   • messages
   • message_deliveries
   • message_reads
   • message_status

• Ensure your app has necessary WhatsApp permissions
• Submit for app review if required for production use
• Configure message templates for automated responses

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How It Works

• Incoming Messages: Automatically respond to messages sent to your WhatsApp Business number
• Media Support: Handle text messages, images, documents, and voice messages
• Template Messages: Send structured notifications and updates
• Interactive Messages: Support buttons and quick replies for better user experience
• Session Management: Maintain conversation context for natural interactions

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Usage Examples

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Customer Support Scenarios

Customer: "Do you have iPhone 15 in stock?"
Bot: "Yes! We have iPhone 15 available in all colors. Current price is $799. Would you like me to reserve one for you or provide more details about specifications?"

Customer: "Where is my order #12345?"
Bot: "Let me check that for you! Order #12345 was shipped yesterday and is currently in transit. Expected delivery: Tomorrow by 3 PM. Track your package: [tracking link]"

Customer: "Are you open now?"
Bot: "We're currently open! Our hours are Monday-Friday 9 AM to 6 PM, Saturday 10 AM to 4 PM. How can I help you today?"

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Interactive Features

• “Check Order Status”
• “Browse Products”
• “Contact Support”
• “Store Locations”

• [View Catalog] [Track Order] [Get Support]

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Advanced Configuration

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Message Templates

Hi {{customer_name}}! Your order #{{order_number}} has been confirmed. 
Total: ${{amount}}. Estimated delivery: {{delivery_date}}.

Good news! Your order #{{order_number}} has shipped. 
Track it here: {{tracking_link}}

Reminder: You have an appointment tomorrow at {{time}}. 
Reply CONFIRM to confirm or RESCHEDULE to change.

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Interactive Elements Configuration

1. Navigate to Chatbot Settings > Integrations > WhatsApp
2. Go to “Quick Replies” section
3. Add common responses like:
   • “Yes” / “No”
   • “More Info”
   • “Speak to Agent”
   • “Check Hours”

• “View Products”
• “Track Order”
• “Get Support”
• “Find Store”

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Business Hours & Auto-Responses

• Set operating hours for immediate responses
• Configure after-hours auto-replies
• Set up weekend/holiday messages

• Define keywords that trigger human handoff
• Set up escalation rules for complex queries
• Configure VIP customer routing

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Media & File Handling

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Supported Media Types

• 📷 Images: Product photos, receipts, screenshots (up to 5MB)
• 📄 Documents: PDFs, invoices, manuals (up to 100MB)
• 🎵 Audio: Voice messages, audio files (up to 16MB)
• 🎥 Video: Product demos, tutorials (up to 16MB)
• 📍 Location: Store locations, delivery addresses

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Media Response Examples

Bot: "I can see you're interested in our wireless headphones! 
These are currently $199 with free shipping. 
Would you like to know more about features or place an order?"

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Monitoring & Analytics

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Key Metrics to Monitor

• Daily/weekly message counts
• Peak usage hours
• Response time averages

• Response rates to interactive messages
• Button click-through rates
• Quick reply usage

• Conversation resolution rates
• Escalation frequency
• Customer feedback scores

• Most asked questions
• Product inquiry trends
• Support ticket categories

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Compliance & Best Practices

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WhatsApp Business Policy Compliance

• Only message customers who have opted in
• Respect the 24-hour messaging window for promotional content
• Use approved message templates for notifications
• Handle opt-out requests immediately
• Maintain professional communication standards

• Sending unsolicited promotional messages
• Using non-approved message templates
• Ignoring customer opt-out requests
• Sharing customer data inappropriately

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Message Quality Guidelines

• Keep responses relevant and helpful
• Use clear, concise language
• Provide accurate, up-to-date information
• Include helpful links or resources when appropriate
• Maintain consistent brand voice across all interactions
• Respond promptly (within business hours)

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Troubleshooting

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Common Issues & Solutions

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🚫 Bot Not Responding

• Check Connection Status: Verify integration shows “Connected” in dashboard
• Verify Phone Number: Confirm WhatsApp Business number is active and verified
• API Access: Check if access token is valid and hasn’t expired
• Webhook Status: Ensure webhook URL is receiving events properly

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📱 Message Delivery Issues

• Rate Limits: Check if you’ve exceeded WhatsApp API rate limits
• Template Approval: Verify message templates are approved by Meta
• Policy Compliance: Ensure messages comply with WhatsApp’s policies
• API Errors: Review integration logs for error messages

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⭐ Quality Rating Problems

• Customer Feedback: Review and address customer complaints promptly
• Message Relevance: Ensure all messages are relevant and not spam
• Opt-out Compliance: Honor opt-out requests immediately
• Quality Guidelines: Follow WhatsApp’s messaging best practices

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Getting Support

• Check the troubleshooting section above
• Review Meta’s WhatsApp Business API documentation
• Contact NeuralTalk AI support at support@neuraltalk.ai
• Join our community Discord for peer support

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Security & Privacy

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Data Protection

• 🔒 All communication encrypted end-to-end
• 🛡️ Secure API token storage and handling
• 📋 GDPR and privacy regulation compliance
• 🔐 Regular security audits and monitoring

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Best Security Practices

• Keep API credentials secure and never share publicly
• Use webhook URLs with proper authentication
• Monitor for unusual activity or abuse
• Implement proper data retention policies
• Regular access token rotation

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Pricing & Limits

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WhatsApp Business API Costs

• 💬 Business-initiated conversations: Charged per conversation
• 🆓 Customer-initiated conversations: Free for 24 hours
• 📨 Template messages: Required for business-initiated messages
• 📊 Rate limits: Based on business verification status

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NeuralTalk AI Integration

• WhatsApp integration included in all paid plans
• Message processing counted toward your plan limits
• No additional setup fees or hidden costs

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Disconnecting Your Integration

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In NeuralTalk AI Dashboard:

1. Go to Settings > Chatbot Settings > Integrations
2. Find WhatsApp card and click Disconnect
3. Confirm disconnection when prompted

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In Meta Business Manager:

1. Remove webhook configuration
2. Revoke API access tokens if no longer needed
3. Update app permissions as necessary

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Clean Up:

• Export any important conversation data
• Notify customers of service changes if needed
• Update your business contact information

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Next Steps

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🧪 Test Thoroughly:

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📚 Train Your Bot:

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📢 Announce to Customers:

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📊 Monitor Performance:

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🔄 Iterate and Improve:

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Need Help?

• 📧 Email Support: support@neuraltalk.ai
• 📖 Documentation: docs.neuraltalk.ai
• 💬 Community: Join our Discord for peer support
• 🎥 Video Tutorials: Check our YouTube channel for setup guides