WhatsApp Integration

Connect your WhatsApp Business account to PropPilot and let your AI agent respond to customers on WhatsApp.

Prerequisites

Before setting up WhatsApp:

• ✅ Chatwoot is connected (see Chatwoot Setup)
• ✅ Meta Business Account
• ✅ WhatsApp Business Account (WABA)
• ✅ Access to Meta Business Suite

WhatsApp Business Cloud API

PropPilot uses the WhatsApp Business Cloud API (not the WhatsApp Business app). This is Meta's official API for businesses to send and receive messages at scale.

Key Differences

Feature	WhatsApp Business App	WhatsApp Cloud API
Messages	Manual	Automated via API
Scale	Single device	Unlimited
AI Integration	No	Yes (PropPilot)
Cost	Free	Pay per conversation

Getting Your Credentials

Step 1: Access Meta Business Suite

1. Go to business.facebook.com
2. Log in with your Meta account
3. Navigate to your business

Step 2: Create a WhatsApp Business Account

If you don't have one:

1. Go to Business Settings → Accounts → WhatsApp accounts
2. Click Add → Create a WhatsApp Business Account
3. Follow the setup wizard
4. Verify your phone number

Step 3: Get API Credentials

From Meta Business Suite:

1. Go to WhatsApp → Getting Started
2. Find these credentials:

Credential	Where to Find
Access Token	API Setup → Temporary or Permanent Token
Phone Number ID	API Setup → Phone Number ID
Business Account ID	API Setup → WhatsApp Business Account ID

Token Types

• Temporary Token: Expires in 24 hours (good for testing)
• Permanent Token: System User Token (recommended for production)

For production, create a System User and generate a permanent token.

Configuring in PropPilot

Step 1: Navigate to WhatsApp Settings

1. Go to Integrations → Chatwoot tab
2. Find the WhatsApp Cloud channel card
3. Click Configure or Connect

Step 2: Enter Credentials

Field	Description
Phone Number	Your WhatsApp business phone number (with country code)
Access Token	Your Meta API access token
Phone Number ID	The ID of your WhatsApp phone number
Business Account ID	Your WABA ID
Inbox Name	Display name in PropPilot (optional)

Step 3: Save and Get Webhook Details

1. Click Save to create the channel
2. PropPilot automatically generates:
   • Webhook URL - The callback URL for Meta
   • Webhook Verify Token - A secure random token for verification
3. Copy both values for the next step

Auto-Generated Token

You don't need to create a verify token manually. PropPilot generates a secure random token automatically when you save the channel configuration.

Configuring Webhooks in Meta

Step 1: Access Webhook Settings

1. Go to Meta Business Suite
2. Navigate to WhatsApp → Configuration → Webhooks
3. Click Configure (or Edit if already configured)

Step 2: Enter Webhook Details

Field	Value
Callback URL	The webhook URL from PropPilot
Verify Token	The auto-generated verify token from PropPilot

Step 3: Subscribe to Events

Select these webhook fields:

• ✅ messages
• ✅ message_status (optional, for delivery receipts)

Step 4: Verify

Click Verify and Save. Meta will send a verification request to PropPilot.

Testing the Connection

1. Return to PropPilot Integrations → Chatwoot
2. The WhatsApp channel should show Connected
3. Click Test to verify connectivity
4. Send a message from WhatsApp to your business number
5. Check that it appears in PropPilot inbox

Enabling Your Agent

To have your AI agent respond on WhatsApp:

1. Go to Agents → Select your agent
2. Navigate to Channels tab
3. Enable the bot on WhatsApp channel

WhatsApp Policies

24-Hour Window

WhatsApp has a 24-hour messaging window:

• After a customer messages you, you have 24 hours to respond
• After 24 hours, you can only send template messages (pre-approved)
• AI responses count within the window

Template Messages

For messages outside the 24-hour window:

• Must use pre-approved templates
• Templates are approved by Meta
• Contact support for template setup

Business Verification

For best deliverability:

• Complete Meta business verification
• Display name approval
• Add green checkmark badge (optional, for larger businesses)

Troubleshooting

Webhook Verification Failed

1. Copy the verify token from PropPilot exactly (use the copy button)
2. Ensure the PropPilot webhook URL is correct and complete
3. Check there are no extra spaces when pasting
4. Try disconnecting and reconnecting the channel to regenerate tokens

Messages Not Arriving

1. Verify webhook subscription includes messages
2. Check channel status is Connected
3. Review webhook delivery logs in Meta
4. Ensure phone number is verified

API Errors

Common issues:

• Invalid token: Regenerate access token
• Rate limited: You've exceeded API limits
• Template required: 24-hour window expired

Costs

WhatsApp Cloud API pricing is based on conversations:

Type	Description	Cost
User-initiated	Customer messages you first	Lower cost
Business-initiated	You message customer first	Higher cost

Costs vary by country. See Meta's pricing page for details.

What's Next?

• Telegram Setup - Add another channel
• Agent Channels - Enable your agent