To use WhatsApp in Medallia Concierge, you'll need to register for a WhatsApp Business Account (WABA), and enable your Concierge text number as a WhatsApp sender.
When you register a WhatsApp sender, you can send and receive WhatsApp messages from your customers directly in the Concierge Inbox.
For more information on the WhatsApp functionality, see WhatsApp Channel 101
Please follow this guide to register a WhatsApp Business Account and sender with Medallia Concierge.
Overview
Prerequisites
Check if your company already has a Meta Business Portfolio.
Meta Business URL: https://business.facebook.com
If your company already has a Meta Business Portfolio, request administrator access with full permissions. You need administrator access to create a WhatsApp Business Account (WABA) during the Self Sign-up process.
If your company doesn't have a Meta Business Portfolio, you can create one during the Self Sign-up process. After creating the Business Portfolio, you'll need to complete Meta business verification before you can continue the Self Sign-up process.
Make sure you have administrator access to your Meta Business Portfolio
Review the WhatsApp Platform Messaging Guidelines and WhatsApp Business Messaging Policy
Phone number requirements
You can register the SMS phone number Medallia provisioned for your Concierge service or your own non-Medallia phone number as a WhatsApp sender. Customer-owned phone numbers are typically landlines.
See here for more information on how to register your own number.
The registration process depends on the phone number type (Medallia-provisioned or customer-owned) and its capabilities (SMS or voice) to receive the OTP for verification.
Phone Number Type | Capabilities | OTP Verification Code Delivery |
Medallia-provisioned | SMS | Receive the OTP verification code in Concierge Inbox |
Customer Owned | SMS | Receive the OTP verification code through SMS |
| Voice | Receive the OTP verification code through voice call |
To learn more about registering non-Medallia provisioned phone numbers, see here.
Display name requirements
The WhatsApp sender display name must comply with Meta's display name guidelines.
Meta reviews the name after registration. If Meta rejects the name, the phone number is limited to 250 business-initiated messages per 24-hour period, and Meta might disconnect the sender.
WhatsApp Self Sign-up Process
In your Concierge Service, go to Admin Settings > Channels > Whatsapp
Select a phone number to register
Select Use this Service's number to register the Concierge text number where you receive SMS
Select Bring your own number to register a different number. See here for more information about bringing your own number
Complete the following steps in the Self Sign-up pop-up window.
Keep both the self sign-up pop-up and the Concierge windows open.
Don't share the pop-up window URL with anyone else.
Complete all steps in the same browser so Meta and Medallia Concierge can exchange data properly.
Login to Facebook
In the Self Sign-up pop-up window, log in to Facebook with your credentials. If you're already logged in, click Continue as [your name].
Review the permissions to allow Medallia Concierge to manage your WABA, then click Get started.
Create a new Meta Business Portfolio or select an existing one.
When you select a Meta Business Portfolio, its associated business information is pre-filled in the form.
Create a new, or select an existing WhatsApp Business Account (WABA)
If you're registering your first WhatsApp sender, create a new WABA.
If you've already registered other WhatsApp senders with Concierge, and are registering an additional WhatsApp sender, you must select the same WABA you used to register your first WhatsApp sender.
WhatsApp Business account name: The name of your WABA. Pre-filled if you selected an existing WABA. Not customer facing
WhatsApp Business display name: The display name that your customers see when they receive WhatsApp messages from your business. Must comply with Meta's display name guidelines. Customer facing.
Category: The category of your business displayed in your profile. You can update the category later by reaching out to Technical Support.
Select Instruct Meta to automatically identify order and lead events.
Creating a new WhatsApp Business Account
Add your Concierge text number as a new WhatsApp phone number
META requires phone number ownership verification before it can send or receive WhatsApp messages. This is done via a one-time password sent via SMS or voice call.
Enter your Concierge text number. Don't select Use a display name only
If the phone number you are enabling for WhatsApp is the same number you use for SMS in Concierge, choose Text Message verification. The OTP code will be received via SMS in your Concierge Inbox (see step 9).
If you're enabling your own number such as a Landline for WhatsApp, choose the appropriate method to receive an OTP code.
See here for more information on enabling customer-owned phone numbers.
Enter the OTP code sent to your Concierge Inbox or to your own number
If you don't receive a code after multiple tries, contact Technical Support
Review Medallia Concierge access request and complete the sign-up
Verify WhatsApp Sender is successfully connected
Once the WhatsApp sender appears connected under Admin Settings > Channels > WhatsApp, you may begin receiving and sending WhatsApp messages via Concierge
Registering your own phone number
You can register your own phone number for WhatsApp through Medallia Concierge, such as a Landline or simply a different number.
Before beginning the process, your Concierge service must have an existing SMS number, even if you don't intend to use it.
To check if your service has an SMS number, click on the top-right menu and look for a number under the Service Name:
If your service does not show an SMS phone number, contact Technical Support before proceeding.
The phone number must not already be registered with a WhatsApp account.
If registered with WhatsApp or WhatsApp Business app: Delete the WhatsApp account to make the phone number available for the WhatsApp Business Platform with Medallia Concierge.
If the phone number is your own, it must be able to receive SMS or voice calls to verify its ownership.
If the phone number is registered with an Interactive Voice Response (IVR) system or a computer-operated phone system, you can't receive One-Time Passwords (OTPs). You'll need to temporarily disable any IVRs to receive the code.
If the phone number is only available for outbound messages or calls, you can't use it to register as a WhatsApp sender because Meta can't deliver OTPs.
Complete Meta business verification
If you created a new Meta Business Portfolio during the Self Sign-up process or your existing Meta Business Portfolio hasn't completed business verification, you must complete business verification on Meta before you can move into production.
To complete business verification, follow the steps in How to verify your business on Meta. You can check your business verification status in Meta's Security Center.
When you complete business verification, you can:
Increase your messaging limits.
Add more than two WhatsApp senders.
Request a WhatsApp Official Business Account (OBA).
Business verification is free and isn't the same as Meta's subscription product, "Meta Verified".
Meta's processing time for business verification varies by region and can take several weeks. Start the verification process early to avoid delays in moving into production.
Note: After completing Meta business verification, you might still see a notice that directs you to complete verification. If you've already completed it, you can ignore the notice.
Types of WhatsApp and Meta Business Accounts
WhatsApp offers three types of accounts for different user needs:
WhatsApp Messenger app: used via mobile app downloaded from the Apple App Store or Google Play
WhatsApp Business app: used by small businesses via a mobile app, downloaded from the Apple App Store or Google Play
WhatsApp Business Platform: available to medium and large businesses and used with third-party platforms such as Concierge. Previously known as the WhatsApp Business API or WhatsApp API
To use the WhatsApp Business Platform with Medallia Concierge, each business or brand must have a Meta Business Portfolio.
The Meta Business Portfolio is used by Meta to verify the company's identity. Companies can have one or more WhatsApp Business Accounts (WABA) created under their brand's Meta Business Portfolio.
By creating WhatsApp Business Accounts, companies can register multiple phone numbers as WhatsApp senders to be used with third-party platforms such as Concierge.
How Business Accounts appear to WhatsApp users
By default, when you enable a WhatsApp sender with Medallia Concierge, your new WhatsApp account will be a Business Account.
Name | Description |
WhatsApp Business Account | By default, any account using the WhatsApp Business Platform or WhatsApp Business App is a business account. WhatsApp verifies authenticity of a brand for every account on the WhatsApp Business Platform. If the account has completed Business Verification, the name of the business is visible even if the user hasn't added the business to their address book. |
Official WhatsApp Business Account (OBA) | WhatsApp has performed an additional level of vetting to provide a branded profile on the WhatsApp application. Reserved for a few globally recognized enterprises, chosen at the discretion of WhatsApp. An official business account is designated by WhatsApp with a green checkmark badge. |
For companies that have yet to complete Business Verification within their Meta Business Portfolio, the WhatsApp sender's Display Name ("Perspective Coffee" in the example below) is only displayed in small text next to the phone number on the contacts view (left-hand image) for the business name. In the one-on-one chat view (right-hand image) or in the chat list view, only the phone number is displayed:
Once the Meta Business Verification has been completed and the Meta Business Portfolio is verified, the chat list and chat thread will then show the WhatsApp sender's Display Name ("Twilio" in the example below):
If your WhatsApp sender has been approved by WhatsApp as an Official Business Account, then a green checkmark will be displayed next to your WhatsApp sender's Display Name. In the example below, "Verify" is an Official Business Account.
Benefits of WhatsApp Official Business Accounts
A WhatsApp Official Business Account provides enhanced features and credibility for your business. The following list describes the key benefits:
Verified account badge: A green checkmark in the chat header that shows users your business is verified
Known sender status, which enables clickable embedded links
Applying for a WhatsApp Official Business Account
Approval for a WhatsApp Official Business Account (OBA) requires articles, blog posts, or independent reviews that show the business is well-known and recognized by consumers. Approval is not guaranteed and is subject to approval by WhatsApp. WhatsApp does not disclose their criteria for approving Official Business Accounts.