WhatsApp Setup
Last updated: June 2026
The WhatsApp integration allows customers to contact your support team via WhatsApp. Messages are captured as i-net HelpDesk tickets and answered from the Tickets application.
Prepare the Meta app
Before configuring WhatsApp in i-net HelpDesk, you need a Meta app with WhatsApp access:
- Sign in at Meta for Developers.
- Create a Business app with the use case Connect with customers through WhatsApp.
- Add the WhatsApp product if it is not already present.
- Note the following values from the WhatsApp section of the app:
| Value | Where to Find |
|---|---|
| Phone Number ID | WhatsApp → API Setup, next to the phone number |
| WhatsApp Business Account ID | WhatsApp → API Setup, WhatsApp Business Account section |
| Access Token | WhatsApp → API Setup. For production, use a permanent token via a System User |
| App Secret | App Settings → Basic |
| Webhook Verify Token | A password of your choice. Enter the same value later in i-net HelpDesk and in Meta |
Note: For production use, the WhatsApp Business Account must be verified and the phone number registered.
Configure in i-net HelpDesk
- Open Configuration → Communication → Messenger Channels.
- Click Add Messenger... and choose WhatsApp.
- Enter the values from Meta in the Account and Connection groups:
| Field | Group | Description |
|---|---|---|
| Enabled | Account | Turns the WhatsApp account on or off |
| Webhook URL | Account | Shown automatically. Enter this URL later in Meta |
| Ticket resource | Account | Optional. Resource for new tickets from this channel |
| Access Token | Connection | Access token from Meta |
| Phone Number ID | Connection | Phone number ID from Meta |
| WhatsApp Business Account ID | Connection | WABA ID from Meta |
| App Secret | Connection | App secret from Meta |
| Webhook Verify Token | Connection | Your chosen password |
- Set Enabled and click Validate in the Connection group.
- If Connection valid. appears, confirm the account dialog with OK.
Important: The External server URL in i-net HelpDesk must be reachable from the internet via HTTPS before you configure the webhook in Meta.
Note: Currently, one WhatsApp account can be configured per i-net HelpDesk installation.
Configure the webhook in Meta
After confirming the account in i-net HelpDesk, complete the connection in Meta:
- Open Meta for Developers and select your app under My Apps.
- Go to WhatsApp → Configuration. For apps created with the WhatsApp use case, the settings are also under Use cases → Customize → Configuration.
- Enter the Webhook URL from i-net HelpDesk as Callback URL.
- Enter the same value as Webhook Verify Token in i-net HelpDesk as Verify token.
- Click Verify and save.
- Subscribe to at least messages under Webhook fields.
Note: Enter the App Secret only in i-net HelpDesk, not in the Meta webhook form.
Commands for customers
Customers can send these text commands:
- /finish – Closes the current support ticket
- /support – Requests human support for the current ticket. This is mainly useful when Messenger AI answers first or when an AI conversation should be handed over to support staff
Troubleshooting
- No messages in i-net HelpDesk: Check callback URL and messages subscription in Meta and the external server URL in i-net HelpDesk. Use Validate in i-net HelpDesk.
- Verification fails in Meta: The verify token must match exactly in Meta and i-net HelpDesk. The account must be Enabled and confirmed with OK.
- Replies are not delivered: Check whether the access token is still valid.
