Process for WhatsApp setup in 8x8 Contact Center
This is the overall process for WhatsApp setup within the 8x8 Contact Center.
Only available on X7 or X8.
The customer must have a Facebook business account set up, if they don’t have one, they need to go here first to set on up
Also, they need to go through the process to verify the business account
Note: The process for validating setting up and validating a Facebook/WhatsApp account is outside of the control of 8x8, and therefore we have no responsibility for if the account is accepted or not, and also have no influence over the terms and conditions which are mandated by WhatsApp
Pricing for each individual country can be found here, where it will also explain how WhatsApp defines a session, the cost for this is the user-initiated cost
Note: that added onto the each session from the pricing above, is a transaction charge by 8x8 which will be based on your invoice currency
UK - £0.003 per session
US - $0.004 per session
A UK pricing example
If you have 1000 sessions in a month from UK numbers and you are invoiced in £ the cost will be
1000 (number of sessions) x £0.028 (WhatsApp user initiated cost)
1000 (number of sessions) x £0.003 (8x8 transaction charge)
Cost to customer = £28 (WhatsApp charge) + (£3) (CPaaS charge) = £31
1000 sessions would mean a charge of £31 for using WhatsApp
A US pricing example
If you have 1000 sessions in a month from US numbers and you are invoiced in $ the cost will be
1000 (number of sessions) x $0.0088 (WhatsApp user initiated cost)
1000 (number of sessions) x $0.004 (8x8 transaction charge)
Cost to customer = $8.80 (WhatsApp charge) + ($4) (CPaaS charge) = $12.80
1000 sessions would mean a charge of $12.80 for using WhatsApp
Other information required
Phone number - This is the phone number that is registered with WhatsApp. This can be any phone number and it doesn’t need to be below to a specific provider, however, this number CAN NOT have been used before on WhatsApp Business and MUST be able to receive a one-time passcode via either voice or SMS. This number will be visible to your customers that are contacting you via WhatsApp so they would be able to phone it. So this number can be any number the customer wants.
As stated, if you wish, you can use any number that you want. However, to use an 8x8 number, the set-up process for this is here, this number would be an 8x8 telephony-based number. - Number setup. If an 8x8 number is chosen, then once it’s set up and receives the one-time passcode, you can then choose to have that number routed to a contact center or automated message. This number can not be called on WhatsApp though.
- Contact Center
Contact Center setup
Getting Access to WhatsApp in CM
For the customer to get access to WhatsApp in Contact Center, they first need to sign up to legal terms and conditions, the process for how they do this can be found here. A request needs to be made to Deal Desk by the sales representative to send out the legal terms and conditions to allow them to use WhatsApp.
Configuration manager setup
The customer can then go through and fill out the following form to start the process of setting up WhatsApp channel
Once selected, the customer will need to fill in the following details. The script on this service, is the script that your WhatsApp number will use to be routed through to the contact center agents
Once the channel has been created, it will show as pending. When in the pending state, a member of the CPaaS support team would be able to give an update on where it is in the process.
Email with CPaaS log in details
Once filled in, these details are then passed across to the CPaaS team. The customer will receive an email from firstname.lastname@example.org with details of how to log into the CPaaS platform.
The customer would go through and enter in their new password
then they are taken into the CPaaS platform.
Navigation to WhatsApp page
Once logged in, click on Chat Apps
Go to channels
Then select WhatsApp
WhatsApp account information
This is where the information needs to be entered that will go on the WhatsApp profile for the business
Channel name - This is how it will be identified
Phone number - This is the phone number that is registered with WhatsApp. Important information on the number - Info
Business name - This is the name that will show within the WhatsApp account. This can not be changed once it’s been set up
Category - The category area for the business
Tagline - Shows under the business name
Description - This is extra information you want to tell your customers
Then select next to move onto the next page
Contact email - This would be a customer service email address
Website URL - This is the URL of your business
Profile picture - This is the picture that will show on WhatsApp for your business
Business address - This is the address that will show for your business head office
This is an example where 8x8 have registered a WhatsApp account. All of this information was taken from the above form including the logo, description and other information.
From inside the CPaaS system, this will automatically take you to a page where you need to log into Facebook using your business account credentials
Once logged in, you will see the details for your business. In this flow you will see the 8x8 image, this is because we are using the 8x8 Facebook account to complete this process.
In this screen, just need to select continue to give 8x8 permission to access your WhatsApp business account
Confirmation screen of the permission then select continue to next step
Confirm the legal name of the business that is looking to register WhatsApp
Confirm the description that is required to appear on WhatsApp. This is what is taken from the previous form in the CPaaS platform but it can be amended here if needed.
Now you need to verify the phone number that is being registered with WhatsApp, this will be done by either receiving an SMS or a Voice call to the number in question. More information on this number can be found here Info. Once you select confirm, you will receive the one-time passcode immediately and need to complete this step in the allocated time.
Here, the verification was completed by telephone, so this code was received on an outbound voice call to the number that was registered, then the code given, was confirmed
Once verified, confirmation is given that the number is now registered with WhatsApp.
After this, the flow will return to the CPaaS platform, then just select from the drop down the registered number and the channel that was selected.
Click next to confirm the details are correct
Then confirmation will be given that this is complete
Once done, the number set up will show up in the account.
After this has been done, there is a follow-up step that is needed to be completed by 8x8. Once that has been completed notification will be given to confirm when the WhatsApp account is ready to use. This process can take up to 3 working days.