Full E2E flow of WhatsApp Messaging Connector Enablement

There are 16 steps to adding the WhatsApp messaging connector to MultiLine.

Our WhatsApp messaging connector for MultiLine is built on Twilio and the WhatsApp for Business API. 

  • Facebook provides WhatsApp for Business API to Business Service Providers (BSP), such as Twilio. 
  • The MultiLine application uses Twilio as BSP. Using a BSP lets Movius can provide a reliable MultiLine to WhatsApp messaging experience to our customers.
  •  As BSP, Twilio can sell access to ISVs (Independent Service Vendors), such as Movius. As such, Movius works with Twilio on behalf of the Enterprise. 

For a successful implementation and onboarding, the Enterprise, ISV, and BSP each have required activities they must complete and hand off to one another. 

If you don't need to know how the sausage is made, check out the Enterprise Guide to WhatsApp Messaging Connector Enablement instead for just the steps required by Enterprise and admins.

Process Overview

Step

Description

Approx. SLA

1

Enterprise registers and verifies business with Facebook

3-4

2

Enterprise submits to Movius the brand information, Facebook Business Manager ID and other details

1

3

Movius and Twilio complete pre-validation of Enterprise

3-4

4

Movius submits to Twilio the Request Access form on behalf of Enterprise

1

5

Twilio submits WhatsApp request on behalf of Enterprise to WhatsApp for review

10-12

6

Upon approval by WhatsApp and acceptance of T&Cs by the Enterprise, Twilio sends pre-approval email to Movius

1

7

Movius sends comms to Enterprise to approve Twilio’s request (on Facebook business account) to send/receive WhatsApp messages.

1

8

Movius submits business profile including Message Templates, and sender profile (logo, display name) in Twilio Portal

1

9

Twilio submits business profile to WhatsApp for Facebook Approval

10

Facebook approves the number(s) and message templates

3-5

11

Twilio sends confirmation email to Movius


12

Movius completes display name verification

3

13

Movius provisions the number in Movius System Admin Portal and enables WhatsApp messaging at parent org for customer

14

Movius notifies the reseller partner of WhatsApp enablement 

1

15

Enterprise MMP Admin verifies profile and message templates in MMP. Admin then enables WhatsApp for parent org or a sub-org as required

16

End-Users can begin using WhatsApp!

Total number of days required to complete the process

33-41

Process Details

Step 1: Enterprise registers and verifies business with Facebook

Registering a Facebook for Business account [external link] is required to enable WhatsApp Messaging Connector for MultiLine. 

Confirm that you have a Business Page on Facebook and work with the Facebook Business Manager (the person who runs the Facebook page for your business) to complete the following steps.

1. Register a Facebook for Business Account

  1. The Facebook business Manager registers the account for Business/Brand at https://www.facebook.com/pages/creation/?ref_type=facebook_business_website [external link].
  2. Have the Facebook Business Manager provide the Facebook Business ID in Business Manager [external link].
  3. Not all business accounts are verified. Have the Facebook Business Manager confirm the status in Business Settings [external link].
    Note: the blue checkmark does not mean that the account is verified. Only the below indicates verification status.
    1. Example unverified:
    2. Example verified:
  4. If your account is unverified, the Facebook Business Manager will need to complete the process of verifying the business [external link] with Facebook.
  5. This process allows Facebook to verify the business and usually takes 2-3 business days

2. Complete Business Verification

  1. Facebook Business Manager logs into their Facebook business account.
  2. Goes to Security Center.
  3. Clicks the Continue button under Business Verification.

Step 2: Enterprise submits to Movius the brand information, Facebook Business Manager ID and other details

The Enterprise is responsible for the following steps:

We need the following information from the Enterprise to complete registration activities with Twilio. 

  1. Order the WhatsApp enabled numbers from Movius. Provide quantity, display names (see sub-step 3 below), and desired country codes.
  2. Provide Movius the Facebook Business ID.
  3. Enterprise must provide Movius brand information for Sender Profile as follows:
    1. Company Name
      1. Display names for each line of business (example: “Movius US”). Display names [external link] are subject to approval.
    2. Legal address
    3. Company representative email ID
    4. Company Web Site
    5. Company HQ country
    6. Company Vertical/Area of Business (Optional)
    7. Facebook Business Manager ID
    8. Use case for WhatsApp:
      1. Notification
      2. Customer Support
      3. 2FA or User Verification
    9. Approximate expected message volume
    10. Regions where Enterprise will send messages
    11. Business number(s)- Country details
    12. Quantity for each country
    13. List of Template Messages (See Getting custom Message Templates)
    14. A public accessible link to a 640 x 640 px .jpg or .png file to serve as profile image.

Step 3: Movius and Twilio complete pre-validation of Enterprise

Movius and Twilio are responsible for the following steps:

  1. Movius submits information acquired during Step 2 to Twilio.
  2. Movius requests Enterprise to fill out the WhatsApp Terms of Services Google Form.
    1. Google form [external link]
    2. WhatsApp Terms

NOTE: The Enterprise must acknowledge their approval for the process to proceed.

This process takes 3-4 days.

Step 4: Movius submits to Twilio the Request Access form on behalf of Enterprise

The Request Access form is submitted in the Twilio portal. 

This process takes 1 day, after which you’ll receive an email from us. 

Step 5: Twilio submits WhatsApp request on behalf of Enterprise to WhatsApp for review

This process can take 10-12 days.

Step 6: Upon approval by WhatsApp and acceptance of T&Cs by the Enterprise, Twilio sends pre-approval email to Movius

This process takes 1 day. 

Step 7: Twilio requests consent to send and receive WhatsApp messages for Enterprise

After submitting the registration to Twilio on behalf of the enterprise, a pending request will appear in Facebook Business Manager Business Settings [external link]. 

The Facebook Business Manager must approve the request which provides consent for Twilio to send and receive WhatsApp messages for the Enterprise. 

  1. Go to Business Settings.
  2. Click Requests.
  3. Click Approve.

The Enterprise must acknowledge their approval for the process to proceed.

Step 8: Movius submits Message Templates and Sender profile to Twilio Portal

  1. Submits the Business Profile
  2. Submits the WhatsApp Message Templates

Step 9: Twilio submits business profile to WhatsApp

Twilio replies to the email thread acknowledging receipt of the business verification process and begins the review process.

Steps 8 and 9 take approximately 1 day. 

Step 10: Facebook approves the numbers and Message Templates

The status is communicated in the Twilio portal.

Enabled Sender status:

Message Template status:

Step 11: Twilio sends confirmation email 

When the sender profile and message templates are approved, Movius proceeds to the next steps.

Steps 10 and 11 take approximately 3-5 days.

Step 12: Movius completes display name verification

Before enabling the What

Step 13: Movius enables WhatsApp Messaging

  1. Movius provisions the number in Movius System Admin Portal and enables WhatsApp messaging at parent org for customer
  2. Movius emails the customer letting them know the numbers are ready and requesting you confirm the details are correct.

This process will take up to 3 days.

Step 14: Movius notifies the reseller partner of WhatsApp enablement

Step 15: MultiLine Admin logs into the MMP and verifies profiles and message templates

After verifying, the Admin should enable WhatsApp messaging:

Read on to learn how to enable WhatsApp Messaging for users.

Overview

You can enable WhatsApp Messaging by Organization or by User Account.

Before you start 

Enable WhatsApp messaging for an Organization

  1. Log into the MMP.
  2. Navigate to the WhatsApp sub-organization.
  3. Go to Setup > Feature Settings > WhatsApp Messaging.
  4. Review the details and then check the box to Enable WhatsApp Messaging.

Inherited Flag

If you see a yellow Inherited label, that means you are in a sub-organization of an organization which has WhatsApp Messaging enabled, and therefore WhatsApp Messaging was enabled its sub-organizations. 

You can uncheck Enable WhatsApp Messaging to disable it for the sub-organization. This will disable its sub-organizations as well. Admins of those sub-organizations will then be able to enable it if needed.

Onboarding users in the enabled organization will automatically have the WhatsApp messaging feature when they complete their onboarding. 

Existing users will see a pop-up in-app letting them know the WhatsApp messaging feature is available for use. 

Enable or disable WhatsApp messaging for individual user

  1. Log into MMP.
  2. Go to Accounts.
  3. Find the user and click the edit pencil.
  4. To enable WhatsApp Messaging switch the WhatsApp Messaging toggle to on (green checkmark). To disable, switch the toggle to off (grey 'x' mark).
  5. Click Save.  

Step 16: End-Users can begin using WhatsApp!

End Users will get pop-ups in the MultiLine app letting them know WhatsApp messaging is available for use.

Users can navigate to their contacts to find the Whatsapp messaging icon and get started!