🟢 Documentation: WhatsApp
WhatsApp Business. What it is, how it works and how to use it — explained step by step.
🟢 Definition — WhatsApp module
The WhatsApp module uses WhatsApp Business to chat with customers over WhatsApp from the company numbers. It includes a conversation inbox, text and media sending, approved templates and flow bots with interactive menus and opt-in.
🗺️ Diagram
You can send WhatsApp from the Portal, the API and the Softphone App; and receive the customer replies via webhook. Everything goes through UCaaS and the WhatsApp provider.
Receive: the customer writes → the provider sends a webhook to UCaaS → it appears in the inbox, the Softphone App and the history; if the number has an active bot, it replies. That reply opens the 24-h window.
📘 Explanation (step by step)
- The number must be registered in WhatsApp Business (WABA) and verified with the WhatsApp provider.
- To start a conversation (outside 24 h) use an approved template; inside the window you can send free text and media.
- The customer replies arrive via webhook to the inbox and are logged.
- Optional: a flow bot handles interactive menus, checks per-number opt-in and hands off to an agent.
- Via API: you can send WhatsApp programmatically from the TelHarbor API:
POST /v1/whatsapp/send. See the API Documentation. - Softphone App: you can also send and receive WhatsApp from the TelHarbor UCaaS Desktop app, with its built-in conversation inbox.
Important: Templates are approved by the WhatsApp provider and have a category (Utility / Marketing / Authentication). Automatic notifications (e.g. voicemail) use Utility templates.