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Click to WhatsApp is a feature that allows you to use advertisements to direct end-users (your company's customers) to WhatsApp conversations with your company. It offers a convenient way for end-users to start a conversation with your company from an ad on Facebook, Instagram, or Messenger.   The ease of the integration helps companies reach a wider audience and engage end-users effectively by leveraging the popularity and reach of Meta's platforms. End-users can click on the ad and start a WhatsApp conversation with your company instantly, without the need to dial numbers or search for contacts. By reducing friction and increasing convenience, Click to WhatsApp can increase customer satisfaction and brand loyalty.   Click to WhatsApp supports multiple simultaneous campaigns, allowing you to personalize each ad based on its unique Meta campaign identifier ( sourceID ). By integrating a chatbot, you can tailor each ad to meet individual end-user preferences and needs, directing them more effectively to the products or services they want:     To use Click to WhatsApp, you must create campaigns in the Meta Ads Manager (or using the Meta Marketing API). You can select the campaign objective, create a set of ads targeting WhatsApp, and develop creative content that encourages end-users to start a conversation on WhatsApp.   How to use Click to WhatsApp with Conversation API   When you create a campaign that makes use of Click to WhatsApp, you associate the campaign with a WhatsApp business account. When you do so for WhatsApp business accounts that are connected to your Sinch solution, you can use Sinch's functionality to conduct conversations and transactions with end-users that click the ads associated (through the  sourceID  value) with the corresponding campaign.   The ad data is loaded into a pre-configured element that allows the end-user to click to interact with the WhatsApp channel. When the end-user clicks the ad, they can create and populate a message. That message and the corresponding content are then sent via API as a Mobile Originated (MO) message. In the payload for that MO message, the escaped  referral field (contained within the metadata field) is populated with all the ad data, allowing you to capture key information and personalize the interaction.   Note: These MO message callbacks are delivered using webhooks. The webhook used to retrieve inbound messages must include the MESSAGE_INBOUND trigger.   Below is an example of the payload of a Conversation API callback generated from a Click to WhatsApp ad:   { "app_id": "01EB37HMH1M6SV18ASNS3G135H", "accepted_time": "2020-10-01T12:10:55.073703Z", "event_time": "2020-10-01T12:10:53.991Z", "project_id": "c36f3d3d-1513-4edd-ae42-11995557ff61", "message": { "id": "01EKJ1534NWK5R02TGWEJN13HA", "direction": "TO_APP", "contact_message": { "media_card_message": { "url": "https://1vxc0v12qhrm1e72gq1mmxkf-wpengine.netdna-ssl.com/wp-content/uploads/2019/05/Sinch-logo-Events.png", "caption": "Check out my product!" } }, "channel_identity": { "channel": "WHATSAPP", "identity": "46712312312", "app_id": "" }, "conversation_id": "01EKJ0KSWXMVDF05MG9TQ20S06", "contact_id": "01EKA07N79THJ20WSN6AS30TMW", "metadata": "{\"referral\":{\"source_type\":\"<SOURCE_TYPE>\",\"source_id\":\"<SOURCE_ID>\",\"source_url\":\"<SOURCE_URL>\",\"ctwa_clid\":\"<CLICK_ID>\",\"headline\":\"Our new product\",\"body\":\"This is a great product\"}}", "accept_time": "2020-10-01T12:10:55.060170Z" } }   The majority of these fields include information regarding your Conversation API solution. More information can be found about these fields in our reference documentation for Inbound Message callbacks. The  metadata field, which includes the escaped referral data, includes the information relevant to the specific ad interaction:   "metadata": "{\"referral\":{\"source_type\":\"<SOURCE_TYPE>\",\"source_id\":\"<SOURCE_ID>\",\"source_url\":\"<SOURCE_URL>\",\"ctwa_clid\":\"<CLICK_ID>\",\"headline\":\"Our new product\",\"body\":\"This is a great product\"}}"   More information about the escaped fields can be found in our developer docs on reactions to ads.   Learn more about the Sinch WhatsApp Business API. ... View more

You must use either a User access token or a System User access token when connecting your Facebook Page to your Conversation API app. If your Facebook Page is part of your business portfolio in the Meta Business Manager, you must connect your Page using the System User access token option. If your Page is not part of a business portfolio, use the User access token option. ... View more

The Conversation API allows you to send and receive messages globally using popular communication channels. The Conversation API also supports multiple generic message types, allowing you to send the same message on multiple channels.   Our developer documentation site includes a table that details the generic message types that are supported on each Conversation API channel. This page also includes links to articles that provide useful information and code samples for each message type.   Additionally, our developer documentation site features channel-specific documents that detail each channel's supported message types (along with other important configuration information).   You can learn more about the Conversation API on our developer site. ... View more

Sinch provides its WhatsApp services to ASPs by participating in a partner solution. Meta partner solutions allow the parties of the solution to share WhatsApp assets and services. These partnerships are between Tech Providers (or Tech Partners, which are upgraded Tech Providers) and Solution Partners.   Your business acts as the Tech Provider, and Sinch is considered the Solution Partner. Therefore, in order to gain access to Sinch's WhatsApp services as an ASP, you must:   Become a Tech Provider in Meta's environment Add Sinch as a Solution Partner Complete partner configuration on the Sinch Customer Dashboard These procedures, and the corresponding prerequisites, are described in the subsections below. Note: The instructions below include summarized procedures detailed in Meta's corresponding documentation. These procedures have been streamlined for use in Sinch's environment. Links to the original documentation are included throughout this article. Prerequisites The procedures described in this article involve the creation of a Meta business portfolio, the creation and configuration of a corresponding app, and configuration steps that take place in the Sinch Customer Dashboard. Before attempting these procedures, ensure  that you have the following materials available. Required materials for Meta business portfolio and app creation Note: Third-party software requirements are subject to change at any time. Any descriptions of third-party software are included only as an aide, and may not represent the current requirements of the software or tool. In order to create a Meta business portfolio and corresponding app, you must have:   A personal Facebook account with which you can confirm your identity A unique image to use when you create your app.   Image dimensions must be between 512 x 512 and 1024 x 1024 pixels Image must be in JPEG, GIF, or PNG format Image file size must be no greater than 5 MB Contact information for a Data Protection Officer for your app, if you will be conducting business in the EU A URL to the Privacy Policy for your app A URL to instructions or a callback that allows users to delete their data from your app Required materials for Sinch configuration steps In order to complete the configuration of your solution on the Sinch Customer Dashboard, you must have: A postpaid, ASP Sinch account. Access to the Sinch Customer Dashboard Becoming a Tech Provider Note: Third-party software is subject to change at any time. Any descriptions or images of third-party software are included only as an aide, and may not represent the current version of the software or tool.   In order to gain access to Sinch's WhatsApp services as an ASP, your business must exist as a Tech Provider in Meta's system. Therefore, you must create a Meta business portfolio that meets the Tech Provider requirements. This is done in the Meta Business Manager or the Meta Business Suite. Then, you'll create a Meta app from Meta's developer site and add WhatsApp to it.   To create a Meta business portfolio that meets the Tech Provider requirements:   Create a Meta business portfolio using either the Meta Business Manager or the Meta Business Suite. Alternatively, you may use an existing business portfolio if that portfolio has already been populated with the requisite information (for example, business address, website, email, etc.). To use an existing portfolio, the owner of the portfolio must be able to provide the appropriate details during the Business Verification process (referenced later in this guide). Any information populated in your portfolio and/or provided to Meta during Business Verification must be accurate in good standing with Meta and successfully onboard your end-clients. Note: You may have two Meta business portfolios associated with your account. Navigate to your My Apps page of the Meta for Developers site. Click an available Create App button to create a new app. Complete the corresponding process. When selecting a type, select the Business type. Note that you may have to select Other prior to selecting Business. After you complete the process, your app's App Dashboard is displayed. Navigate to the newly created app's App settings and confirm that you have provided the requisite assets and pieces of information. Review the Prerequisites section of this document to ensure you have all the appropriate materials to complete this process. Also, ensure that the category of the app is set to Messaging. Click the Dashboard tab. Add WhatsApp to your app and complete the corresponding process. Complete any remaining steps required for Business Verification. You may review our articles on why the Business Verification process may be necessary, what to expect, and troubleshooting tips if you run into any issues.   Adding Sinch as a Solution Partner Note: Third-party software is subject to change at any time. Any descriptions or images of third-party software are included only as an aide, and may not represent the current version of the software or tool.   After becoming a Meta Tech Provider, you must assign Sinch as a Solution Partner.   To assign Sinch as a Solution Partner:   If you aren't already on your app's App Dashboard, navigate there by clicking on your app from the Apps page. Your app's App Dashboard is displayed. Click the Quickstart tab under WhatsApp. Then, click Start onboarding (or Continue onboarding, depending on you progress) under Scale your business. Refresh the page. The Partner Solutions tab should become available under WhatsApp. Select Partner Solutions under WhatsApp. Click Create a partner solution. Complete the form by entering a name for your solution and Sinch's partner App ID: 289362245923081 Click Send request. The status of your request is Pending, and the new Partner Solution is displayed in the Partner Solutions panel.  Contact your account manager and inform them that you have submitted the request. Once Sinch approves the request, the corresponding Partner Solution is set to Active. Confirm that your Partner Solution is Active and record your Partner Solution's Solution ID before advancing to the next procedure. Completing the configuration Once you have successfully added Sinch as a Solution Partner, you must complete the configuration process:   If you were onboarded to Sinch's WhatsApp service prior to January 1, 2024, you must complete your configuration via email. See the Completing the configuration via email section below for more information.   If you are onboarding to Sinch's WhatsApp service after January 1, 2024, you must complete your configuration using the Sinch Customer Dashboard. See the Completing the configuration using the Sinch Customer Dashboard section below for more information. Completing the configuration via email   If you were onboarded to Sinch's WhatsApp service prior to January 1, 2024, you must complete your configuration via email. To complete your configuration as an existing Sinch customer:   Begin drafting an email to SI-Richmessaging@sinch.com. Include the following information in the email. The full legal name of the individual associated with the existing Sinch account. Your Sinch Account ID. You can view your Account ID on the Account Settings page of the Sinch Customer Dashboard. Your Meta business portfolio ID. The Solution ID you saved from the previous procedure. Send the email. Our team will then complete the final configuration steps. Completing the configuration using the Sinch Customer Dashboard   If you are onboarding to Sinch's WhatsApp service after January 1, 2024, you must complete this configuration process using the Sinch Customer Dashboard. To complete your configuration as a new Sinch customer: Navigate to the Sinch Customer Dashboard. Click the WhatsApp tab and navigate to the reseller configuration page. Populate the Meta Solution ID field with the Solution ID you saved from the previous procedure. Save your configuration. Embedded signup Once you have completed this process, you are ready implement the embedded signup functionality for your solution. This involves making multiple calls to Sinch's Provisioning API. See our getting started guide for implementing embedded signup for more information. ... View more

If you encounter any issues while using the Conversation API, you may troubleshoot your issue in the following ways: Ensure that your Conversation API credentials have been properly included in whatever API calls you make. If this is the cause, you will normally receive an HTTP status code of 401. Determine whether you are overloading your solution by comparing your workload against the default Conversation API rate limits. If this is the cause, you will normally receive an HTTP status code of 429. If you are receiving any other HTTP error codes when you make calls, compare the HTTP code and payload against our API reference documentation. You may also review a list of common Conversation API error responses. These may provide more insight into your issue. If no HTTP errors are being returned, but you are not getting the expected result, review any Conversation API callbacks you have received for more information. These can provide insight into more downstream obstacles. Ensure that the server you are targeting in your API calls is in the same region as the one for which your Conversation API app is configured. Review the corresponding channel documentation for any channel-specific information that may be interfering with your solution. Reach out to your account manager for general information and to determine whether there are any issues with Sinch's system. ... View more