Configure the WhatsApp channel

This page connects your WhatsApp business channel to Drömlik so messages land in the same agent console as calls.

Before you begin

• A WhatsApp business account in good standing
• Admin rights on that account
• Admin rights in Drömlik

Connect

1. 1

   Open Contact Center → Omnichannel → Channels

   Click Add channel and pick WhatsApp.

2. 2

   Sign in to {channel}

   Drömlik opens a WhatsApp authorisation window. Sign in and approve the requested permissions.

3. 3

   Pick the business profile / number

   Choose which WhatsApp profile or number to route into Drömlik.

4. 4

   Map to a queue

   Pick the queue that handles incoming messages. Agents in that queue see new conversations as they arrive.

5. 5

   Save and test

   Send a test message from a second account and confirm it appears in the agent console.

Templates

WhatsApp Business only allows you to start a conversation with an approved template. Submit templates from Channels → WhatsApp → Templates; approval takes a few hours to a day.