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.