Connecting a Vonage WhatsApp API account to chat with customers over Whatsapp.
To connect Vonage WhatsApp, a Vonage WhatsApp API account is required. Read this guide to create a Vonage WhatsApp API account.
Vonage
In addition to providing SMS services, Vonage is also an API provider that works directly with WhatsApp as an official partner. Vonage also provides other services such as phone number purchases and WhatsApp Official API account management.
By integrating Vonage WhatsApp API, the platform can enable you to respond to WhatsApp messages directly.
This channel has a limited 24-hour messaging window due to WhatsApp regulations. Find out more here!
Connecting Vonage WhatsApp
Step 1: Navigate to Channel Settings
From Settings Module, navigate to the menu item, Channels
Step 2: Add Channel
Press Add Channel and choose WhatsApp. Select Vonage on the second step
Step 3: Sign in to Vonage
Sign in with your user credentials at Vonage
Step 4: Locate the API Key & API Secret
Find the API Key and API Secret on the Dashboard and add it to the corresponding fields at respond.io platform.
Settings Page on Vonage Dashboard
Step 5: Follow through the instructions
After you have filled in both values, follow through the instructions by pressing NEXT.
Step 6: Create an Application
At Vonage, navigate to Your Applications and create an application. Give the application a suitable name.
Step 7: Enable Messages
Enable Messages by enabling the toggle and select version v1.0
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Step 8: Add the Generated URLs
Add the generated URLs from respond.io to the corresponding fields at Vonage.
Step 9: Generate New Application
Scroll down and press Generate New Application
Step 10: Link a Vonage WhatsApp Number
Open the Linked External Accounts tab and press Link next to the Nexmo WhatsApp Number.
Step 11: Follow through the instructions
After you have done the above, follow through the instructions by pressing NEXT.
Step 12: Select the Enabled WhatsApp Number
At respond.io, select the enabled WhatsApp number from the dropdown.
Step 13: Connect the WhatsApp application to respond.io
At Vonage, navigate to Applications and select the WhatsApp application to connect.
Step 14: Generate Public and Private Key
Press Edit and then press Generate Public and Private Key
Step 15: Add the generated Private Key file
Add the Private Key field to the corresponding field at respond.io platform
Step 16: Save changes
At Vonage, save changes to the dashboard
Step 17: Complete the setup at respond.io
Press DONE to complete the setup
Once you completed the setup, any messages sent to your Vonage WhatsApp Number will now be received in your Space.
Channel Configuration
Vonage WhatsApp channel can be configured with a unique channel name
Step 1: Navigate to Channel Settings
From Settings Module, navigate to the menu item, Channels
Step 2: Locate the Vonage WhatsApp channel
Once you have located the Vonage WhatsApp channel, press Configure
Channel Settings
Step 3: Make the necessary configuration
You can configure the following:
Channel name - Name used internally to identify the account
WhatsApp Business Account ID - This is required to sync and submit Message Templates. Contact your Vonage Customer Solution Architect to get this credential.
User Access Token - This is required to sync and submit Message Templates. Contact your Vonage Customer Solution Architect to get this credential.
Important: As for the other credentials, please do take extra when updating them as changing these credentials may cause failure in receiving or sending messages from your Vonage WhatsApp account.
Step 4: Update the configuration
Press DONE to update the channel configuration
Managing WhatsApp Message Templates
Before sending a Template Message to a contact at respond.io platform, please ensure you did the following:
Submitted the message template for approval
Added the approved message template to Space
Syncing Message Template
Before syncing Template Message at respond.io platform, please ensure you did the following :
- Added WhatsApp Business Account ID and User Access Token at channel configuration dialog.
Step 1: Navigate to Channel Settings
From Settings Module, navigate to the menu item, Channels
Step 2: Locate the Vonage WhatsApp channel
Once you have located the Vonage WhatsApp channel, press Templates
Step 3: Sync Templates
Press Sync Templates to begin the syncing process
Step 4: Syncing Completed
When the synchronisation has completed, the message templates will be listed with their corresponding status and last synced date time will be updated. Rejection reason will be displayed underneath the rejected message template.
Status
Description
Submitted
The message template is submitted and pending for approval.
Approved
The message template is approved and can be sent to contacts.
Rejected
The message template is rejected and cannot be used.
You may use the search and filter at the top right corner of listing to find your templates easier!
Submitting Message Template
Step 1: Navigate to Channel Settings
From Settings Module, navigate to the menu item, Channels
Step 2: Locate the Vonage WhatsApp channel
Once you have located the Vonage WhatsApp channel, press Templates
Step 3: Submit Template
Press Submit Template to submit a Message Template for approval
Step 4: Fill in the required information
Fill in the information needed to create a new template
Field
Description
Name
Name can only contain lowercase alphanumeric characters and underscores ( _ )
Category
The category of which the message template belongs to.
Language
The language that the template is written in.
Step 5: Start building the message
Build the message by filling in the necessary components and check out the message in the preview section.
Building Block
Description
Header
The Header is optional and serves as the title or header of your template. It supports the following:
Text
Image
Video
Document
Body
The Body should contain the most important text of your template. Only text is supported.
You may use markdown to format the content of this block
Footer
The Footer only supports text and can be used to provide less relevant information in your template message
Button
The button adds interactivity to your templates. There are two main types.
Quick Reply Button
Used for getting quick answers from your client
Max 3 Quick Reply Buttons per Template
Each Quick Reply cannot have more than 20 characters
Call to Action Button
Used to send your client to a Website or call a Phone Number
Max one URL and Phone Number per Template
URL can have a parameter for personalisation
Step 6: Providing sample value
This is only applicable if you have included any parameters in your message template content.
Providing sample values to the parameter in the message template will assist the review to understand the message you are trying to send to your contacts
You may use Dynamic Variables to fill in the message template parameter.
Navigate to your Application and click on edit. Verify if you have selected v1 and Inbound URL: https://app.respond.io/nexmo/whatsapp/webhook under the Messages section. If it's not, proceed to update it and save changes.
Message status is not updated
If you are encountering issues message status is not updated, we recommend you to check the Status URL of your Vonage application.
Navigate to your Application and click on edit. Verify if your Status URL is https://app.respond.io/nexmo/whatsapp/webhook under the Messages section. If it's not, proceed to update it and save changes.