WhatsApp & Meta Messaging Channels

Salamandr integrates natively with the Meta WhatsApp Business Cloud API, enabling two-way customer support, automated bot triage, rich interactive buttons, and template notifications.

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1. Connecting WhatsApp Cloud API

1. Go to Admin Panel → Channels → WhatsApp.
2. Click Connect WhatsApp.
3. Authenticate with your Meta Business Account via embedded signup, or enter your credentials manually:
   • WhatsApp Business Account ID (WABA ID)
   • Phone Number ID
   • Meta System User Access Token
4. Configure your Webhook URL in the Meta App Dashboard:
   • Webhook Callback URL: https://helpdesk.yourcompany.com/api/v1/integrations/whatsapp/webhook
   • Verify Token: Your generated tenant verification secret.
   • Subscribed Fields: messages, message_template_status_update.

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2. 24-Hour Customer Service Window & Template Messages

• Free-Form Messages (Within 24 Hours): When a customer messages you first, agents can reply with standard text, images, voice notes, and documents for 24 hours.
• Template Messages (Outside 24 Hours): To initiate a conversation or follow up on a resolved issue after the 24-hour window expires, agents must use an approved WhatsApp Message Template.

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3. Creating & Validating Templates

1. Navigate to Admin Panel → Channels → WhatsApp → Templates.
2. Click New Template:
   • Name: e.g. order_update_v2
   • Category: UTILITY or MARKETING
   • Language: e.g. en_US, es_ES
   • Body: e.g. Hi {{1}}, your maintenance request for device {{2}} has been scheduled.
3. Click Validate Schema (local check against Meta guidelines).
4. Click Submit to Meta. Meta reviews and approves the template within minutes.

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4. REST API Reference

Send Approved WhatsApp Template

POST /api/v1/integrations/whatsapp/templates/send
Content-Type: application/json
Authorization: Bearer <API_TOKEN>

{
  "ticket_id": "6f1d1f4e-6a1b-4a4f-9b0e-1f0b6d2f9a01",
  "template_name": "order_update_v2",
  "language_code": "en",
  "components": [
    {
      "type": "body",
      "parameters": [
        { "type": "text", "text": "Maria" },
        { "type": "text", "text": "SN-90281-C" }
      ]
    }
  ]
}