WhatsApp setup

Connect your company’s WhatsApp number to NGCRM: customer messages arrive as tickets, and your team replies right from the ticket.

What you need

• A WhatsApp Business number at a WhatsApp service provider (for example Twilio).
• From your provider: the sender number, the API key and the WhatsApp Business Account ID.

Connect your number

1. In the top bar, select the organization the number belongs to.
2. Go to Settings → Communication → WhatsApp.
3. Turn on Enable WhatsApp channel, choose the provider and enter the sender number, the API key and the WhatsApp Business Account ID. The API key is stored encrypted.
4. Copy the Address for incoming messages (webhook) into your provider’s console.
5. Click Test connection.

From then on, your customers’ WhatsApp messages appear as tickets in the Helpdesk.

Note

A free-form reply can only be sent within 24 hours of the customer’s last message. Outside that window you can only send an approved template, and only with the customer’s explicit consent.

Need help?

Write to support@ngcrm.ai and we will help you connect your number.