Thanks for your interest in the WhatsApp channel on Medallia Concierge. Please reach out to your Medallia Concierge Account Manager if you are interested in using WhatsApp for your business so we can get the onboarding process started for you.
Note that the registration process can take anywhere from 1-3 weeks. The faster we can send Twilio/Facebook the items requested below, the sooner we can move through the process.
We will be using Twilio's WhatsApp API. WhatsApp is a Facebook company, and they have an official partnership with Twilio.
To use WhatsApp on Medallia Concierge, you will first need to register for a WhatsApp Business Account. In order to register for a WhatsApp Business Account, please follow these steps to make sure your application moves through the process smoothly and gets approved by Facebook.
Part 1:
Confirm that your property has a Facebook Business Manager (FB BM) and that you have admin access. You will need to have admin access to this tool in order to get your Facebook Business Manager ID from the settings page
** If you are a global corporate entity with multiple individual properties (for example: Acme Hotel Corporate), you will only need to create one corporate-level Facebook Business Manager account. You do NOT need to create a FB BM account for each individual property. Speak with your Medallia Concierge Account Manager if you have further questions about this.If you do not have a Facebook Business Manager, you will need to create one: Click here for instructions
Note that you will also need to have a personal Facebook account
Once you have admin access to the Facebook Business Manager, find your Business Manager ID under Business Settings. You will need to send this information to Medallia Concierge in the application (see step 8)
You can find your Facebook Business Manager ID by going to business.facebook.com > Business Settings > Business Info and finding the "Business Manager ID". If you are having trouble finding it, copy your FB Business manager URL and send it in the Medallia Concierge application. \
You will need to verify your Facebook Business Manager - this is required by WhatsApp in order to have a WhatsApp Business Profile
Read through and accept the Twilio-WhatsApp Client Terms. Enter Medallia Concierge as the ISV
Once you've received your Facebook Business Manager ID (FB BM ID) and fill out and submit the WhatsApp on Medallia Concierge Application
Medallia Concierge is considered an ISV (independent software vendor) by Twilio/Facebook. We will submit your application on your behalf and manage the WhatsApp Business Account creation process for you. Our team will work closely with Twilio to make sure your application moves forward smoothly.
Please note that Twilio can take up to 1 week to approve new accounts. You will be notified once your application has been approved. Be on the lookout for further emails for Part 2 of this process.
Part 2:
Once your WhatsApp Business Account application has been approved, you will receive emails instructing you to approve Twilio to send messages on your behalf
You will need to approve Twilio to send messages on behalf of your Facebook Business Profile. You will receive an email to "approve Twilio to message on behalf of" in Facebook Business Messenger. This email usually has the subject "WhatsApp Profile Request."
To grant approval, go to the Facebook Business Manager console (see Part 1-Step 1) and approve Twilio to "message on behalf of" your business. This is located in the business.facebook.com > Business Settings > Requests section. Once there, click the Approve button
Once you have granted approval, Medallia Concierge will submit a WhatsApp Sender Profile for you. Note that Facebook can take up to 1 week to approve new Sender Profiles.
Once the Sender Profile has been approved by WhatsApp, you will be ready to go live and send messages to your customers on WhatsApp!
This completes the registration and approval process from Twilio and WhatsApp's side.