How to Integrate WhatsApp to Tegsoft Web Chat via 360Dialog?

360Dialog is the official API provider of WhatsApp Business. It allows users to benefit from Web Chat features through WhatsApp Business.

Follow the steps below to integrate WhatsApp into Tegsoft Web Chat via 360Dialog.

1. Complete the Prerequisites

1. Facebook Business Manager Activation
2. 360dialog Account Activation
3. Number Registration
4.Generate API Key
5. Tegsoft Integration and Activation
6. Create and Configure Web Chat Skills (Queues)
7. Define Text Routing Rules

Tegsoft Prerequisites

1. HTTPS (port 443) communication should be allowed between the 360dialog and Tegsoft server.

Please check whether there is a problem with this communication using the telnet command below.

telnet waba.360dialog.io 443

The output should be:

connected to waba.360dialog.io

However, instead of Telnet, it is recommended to checktwo-way packet flow between Tegsoft server and 360dialog (with reference to waba.360dialog.io FQDN) on the Firewall.

If any problem is detected in both methods mentioned above, the IP addresses where communication between360dialog and Tegsoft server are provided should be allowed on the Firewall.

2. The hostname should be entered correctly in the operating system. Please run the below command to check the hostname.

hostname

The output should be in the format hostname.domain.com. If not, please update the hostname of the operating system with the following command.

hostnamectl set-hostname hostname.domain.com

3. The FQDN address of Tegsoft server should resolve the public IP address.

4. Tegsoft and Java versions should be up to date. 

To upgrade Tegsoft version: Upgrading to Recommended Configuration

To upgrade Java version: Java 1.8 Update

5. Make sure the Tegsoft server certificates are valid.

To check whether certificates are valid: Checking Certificates

If not, to enable certificates: https://docs.tegsoft.com/docs/enabling-https-access

WABA (WhatsApp Business API) Prerequisites

1. Facebook Business Manager Activation

First, you need to activate Facebook Business Manager to get your Facebook Business Manager ID. So, please create an account from Facebook Business Manager by following the steps in flowchart below.

2. 360dialog Account Activation

There are two types of activation methods in 360dialog. One of them is for customers using classic sign up for the first time. The other is for customers porting numbers from different providers.

a) Classic Signup

For Classic Signup, WhatsApp Business API account submission form need to be filled in by going to the address “https://hub.360dialog.com/lp/submit-waba/...” given to you by the Tegsoft team. This form is given in the screenshot below.

b) Number Porting Signup

For Number Porting Signup, WhatsApp Business API account submission form need to be filled in by going to the address “https://hub.360dialog.com/lp/migrate/...” given to you by the Tegsoft team. This form is given in the screenshot below.

3. Number Registration

After your WABA Account Status and Message On Behalf are approved and your Facebook Business Account is verified, you need to register the trigger.

Please follow the steps below for trigger registration.

➤ Click the Trigger Registration button for your WhatsApp account, which is displayed as draft on the WhatsApp Accounts page on the 360dialog.

➤ Choose a verification method and click the Send Registration Code.

➤ Click Finish Registration.

➤ Enter your Verification Code and click Save to finish trigger registration.

4. Generate API key

After the number is successfully registered, you need to generate your 360 WhatsApp API key.

Please follow the steps below to generate your API key and Address (URL).

➤ Click the Generate API Key button on WhatsApp Account page.

➤ Click the Generate API Key on pop-up.

➤ Copy the API Key and Address.

5. Tegsoft Integration and Activation

After the 360dialog account activation, integration parameters shall be set in Tegsoft software.

Follow the steps below in Tegsoft software to set integration parameters.

Step 1 – Click CC Management tab
Step 2 – Click Contact Center Settings tab
Step 3 – Click plus icon (+) to add new integration parameters
Step 4 – Set parameters
Step 5 – Click the save button

The parameters in Step 4 are described in the table below.

6. Create and Configure Web Chat Skills (Queues)

After all integration parameters are configured, web chat skill shall be created.

For detailed information about creating a web chat skill, please review Web Chat Skills (Queues) article.

7. Define Text Routing Rules

After web chat skill (queue) is created, text routing rules shall be defined.

For detailed information about Text Routing rules when creating a web chat skill, please review Text Routing Definitions article.