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WhatsApp Integration

Connect your NeuralTalk AI chatbot to WhatsApp and provide intelligent responses to your customers directly through the world's most popular messaging platform.

WhatsApp Integration

Overview​

The WhatsApp integration allows your NeuralTalk AI chatbot to:

  • 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.)

Prerequisites​

Before setting up your WhatsApp integration, you need:

  1. An active NeuralTalk AI account
  2. A created and trained chatbot on the NeuralTalk AI platform
  3. A Facebook account (for Meta Business integration)
  4. A WhatsApp Business account
  5. Access to WhatsApp Business API (Meta Business account)
  6. A verified business phone number

Setup Process​

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

WhatsApp Integration Settings

  1. Find the WhatsApp Integration card
  2. Click the Connect button to start the integration process

💡 Note: You'll need a WhatsApp Business Account to connect. The integration requires Facebook/Meta authentication as WhatsApp Business API is managed through Meta Business.

Step 2: Facebook Authentication for WhatsApp Business​

When you click Connect, you'll be redirected to Facebook's login page to authenticate your account:

Facebook Authentication for WhatsApp

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

⚠️ Important: You must use a Facebook account that has access to your WhatsApp Business account or Meta Business Manager.

Step 3: Set Up WhatsApp Business API​

After successful Facebook authentication, you'll need to configure your WhatsApp Business API:

  1. Meta Business Account Setup:

    • Go to Meta Business Manager
    • Create or select your business account
    • Add your WhatsApp Business account to the business manager

  2. WhatsApp Business API Configuration:

    • Navigate to WhatsApp Manager in your Meta Business account
    • Add and verify your business phone number
    • Complete the business verification process
    • Generate API access credentials

  3. API Credentials:

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

🔐 Security: Keep your access token secure. This token allows access to your WhatsApp Business API and should never be shared publicly.

Step 4: Complete NeuralTalk AI Integration​

Back in your NeuralTalk AI dashboard:

  1. Enter WhatsApp Business API Credentials:

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

  2. Configure Integration Settings:

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

  3. Test Connection:

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

  4. Click Save to establish the connection

Step 5: Configure Webhook and Permissions​

  1. Webhook Setup:

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

  2. App Permissions:

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

How It Works​

Once connected, your NeuralTalk AI WhatsApp bot will:

  • 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

Usage Examples​

Customer Support Scenarios​

Product Inquiries:

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?"

Order Status:

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]"

Business Hours:

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?"

Interactive Features​

Quick Replies:

  • "Check Order Status"
  • "Browse Products"
  • "Contact Support"
  • "Store Locations"

Button Actions:

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

💡 Pro Tip

Use WhatsApp's interactive message features like buttons and quick replies to create a more engaging customer experience and reduce response time.

Advanced Configuration​

Message Templates​

Set up approved message templates for business-initiated conversations:

  1. Order Confirmations:

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

  2. Shipping Notifications:

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

  3. Appointment Reminders:

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

Interactive Elements Configuration​

Quick Reply Setup:

  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"

Button Messages:

  1. Create action buttons for:
    • "View Products"
    • "Track Order"
    • "Get Support"
    • "Find Store"

Business Hours & Auto-Responses​

Configure automated responses for different scenarios:

  1. Business Hours:

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

  2. Auto-Escalation:

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

Media & File Handling​

Your WhatsApp bot can process various media types:

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

Media Response Examples​

Customer sends product image →
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?"

Monitoring & Analytics​

Track your WhatsApp integration performance through your NeuralTalk AI dashboard:

Key Metrics to Monitor​

  1. Message Volume:

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

  2. Engagement Rates:

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

  3. Customer Satisfaction:

    • Conversation resolution rates
    • Escalation frequency
    • Customer feedback scores

  4. Popular Topics:

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

Compliance & Best Practices​

WhatsApp Business Policy Compliance​

✅ Required Practices:

  • 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

❌ Avoid These:

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

Message Quality Guidelines​

Best Practices:

  • 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)

Troubleshooting​

Common Issues & Solutions​

🚫 Bot Not Responding

  1. Check Connection Status: Verify integration shows "Connected" in dashboard
  2. Verify Phone Number: Confirm WhatsApp Business number is active and verified
  3. API Access: Check if access token is valid and hasn't expired
  4. Webhook Status: Ensure webhook URL is receiving events properly

📱 Message Delivery Issues

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

⭐ Quality Rating Problems

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

Getting Support​

If you need help:

  1. Check the troubleshooting section above
  2. Review Meta's WhatsApp Business API documentation
  3. Contact NeuralTalk AI support at [email protected]
  4. Join our community Discord for peer support

Security & Privacy​

Data Protection​

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

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

Pricing & Limits​

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

NeuralTalk AI Integration​

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

Disconnecting Your Integration​

To disconnect your WhatsApp integration:

  1. In NeuralTalk AI Dashboard:

    • Go to Settings > Chatbot Settings > Integrations
    • Find WhatsApp card and click Disconnect
    • Confirm disconnection when prompted

  2. In Meta Business Manager:

    • Remove webhook configuration
    • Revoke API access tokens if no longer needed
    • Update app permissions as necessary

  3. Clean Up:

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

Next Steps​

After successful integration:

  1. 🧪 Test Thoroughly: Send test messages and verify all features work
  2. 📚 Train Your Bot: Update knowledge base with WhatsApp-specific information
  3. 📢 Announce to Customers: Let customers know about your new WhatsApp support
  4. 📊 Monitor Performance: Track metrics and optimize based on usage patterns
  5. 🔄 Iterate and Improve: Regularly update responses and add new features

Need Help?​

For additional support with your WhatsApp integration:

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