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Sinch’s WhatsApp Upscale solution allows businesses to seamlessly transition from SMS to WhatsApp without additional costs or integration changes. This feature gives you access to the benefits of the WhatsApp channel, including branded sending identities, delivery confirmations, and increased character limits per single message.   For devices and languages that aren’t WhatsApp-enabled, we proceed with sending SMS to guarantee messaging reach.   So, it’s WhatsApp when we can and SMS when we can't, ensuring messages are always delivered!   Note the following: Currently, WhatsApp Upscale is only available for WhatsApp utility traffic. Marketing and authentication SMS messages (for example, two factor authentication SMS messages) cannot be automatically upscaled to WhatsApp using this service. Additional recipient opt-in is not required as long as the corresponding recipient has already opted in to receive messages via SMS. Currently, language codes zh_CN , zh_HK , zh_TW , ja , ko , th , lo , ml , and ar are not supported for WhatsApp Upscale. How does it work?   SMS API customers send their SMS request to Sinch as normal, hence no integration changes for existing customers wanting to onboard to our WhatsApp Upscale solution.   Sinch checks whether WhatsApp Upscale is configured. If the answer is yes, Sinch first attempts to deliver the message using WhatsApp. If the delivery fails or the delivery is not done within 30 seconds then Sinch fallbacks to SMS and sends the message accordingly:     What does it look like?   The image below is an example of a utility message sent using WhatsApp Upscale:       Getting Started with WhatsApp Upscale   Step 1 - Request WhatsApp Upscale using the Sinch Build dashboard Log in to the Sinch Build Dashboard and select the WhatsApp option from the menu in the left panel. The WhatsApp - Project overview page is displayed. Scroll down to the Explore WhatsApp section. Click Request WhatsApp Upscale. You will see a confirmation showing you that your request has been sent. Your Sinch Account Manager will contact you when the request has been processed and approved. For more information on Sinch's WhatsApp service, visit the Sinch WhatsApp product page. ... View more

When onboarding to Sinch's WhatsApp service, you usually have to complete a verification process for the number you'd like to use as a WhatsApp sender ID. This process involves the delivery of a one-time passcode (OTP) to the number you will use as your WhatsApp sender.   To complete this process, you may opt to receive an SMS that contains the OTP.   If you want to associate a Sinch-provided number with your WhatsApp Business profile (and use that Sinch-provided number as your sender ID), you'll need a way to read the content of SMS messages delivered to your Sinch-provided SMS number.     Receiving SMS content sent to your Sinch number   You can receive SMS content sent to your Sinch number using either Conversation API's SMS channel or the standalone SMS API.   Note: In order to send and receive SMS messages, you must have a Sinch number that has SMS functionality. Receiving OTP SMS messages is not currently supported in the United States or Canada.     Receiving SMS content on Conversation API's SMS channel   Note: This method is only supported for customers who have configured the SMS channel on their Conversation API app.   Sinch delivers incoming message payloads via webhook. In order to read the content on incoming messages, you must have a system that can accept and display the payload of that webhook. For example, you may already have your own application set up to accept incoming messages to your Sinch number.   If you don't already have an application set up to accept incoming messages, you may use the Sinch Build Dashboard to review the contents of incoming SMS messages. This can be done using one of the following methods:   The Conversation API test tool. The Conversation API Queries tool.   Both methods are described in the sub-sections below:     Using the Conversation API test tool Note: This method is only supported for customers who have configured the SMS channel on their Conversation API app. To receive incoming messages and review their contents using the Conversation API test tool:   Log in to the Sinch Build Dashboard. Select Conversation API  from the left menu and select the Apps option. The Conversation apps page is displayed: Click the name of the app that will receive the SMS message. The app's details page is displayed:   Navigate to the Test your setup section and click Send test messages.   The Test messages page is displayed:   Click the User-initiated tab:   Click the toggle under Turn on test mode. This will redirect messages and reroute webhooks. Note: After five minutes of inactivity, test mode will be deactivated. Warning: Turning on test mode will temporarily reroute your webhooks. While test mode is active, incoming messages will be redirected and won't reach your production system. Additionally, webhook responses may behave differently than in a live environment. This may impact your production traffic and real users. Ensure that your environment is prepared prior to activating test mode. While in test mode, any messages sent to your Sinch number can be viewed in this UI on the Sinch Build Dashboard. Once the OTP message is delivered, you can view the contents of the message by navigating to the Message logs tab and clicking the appropriate entry.     Note: Without intervention, test mode is set to deactivate after five minutes. You have the option to extend test mode while on the Sinch Build Dashboard. If test mode becomes deactivated prior to the WhatsApp OTP message being sent and received, you will not be able to view the message in the test message UI. Ensure that test mode is active when receiving the WhatsApp OTP message.     Using the Queries tool   Note: This method is only supported if the WhatsApp OTP message has already been successfully sent to your Sinch number and has been processed by Sinch's system. Additionally, this method is only supported for customers who have configured the SMS channel on their Conversation API app. To review the contents of incoming messages using the Conversation API Queries tool:   Log in to the Sinch Build Dashboard. Click the Queries tab under Conversation API. The Conversation API queries page is displayed: Select List Messages from the Query method drop-down list. Then, populate the following fields: Populate the Key ID and Key secret fields with an access key and a corresponding access key secret. Select the region associated with your Conversation API app from the Region drop-down list. Select the Conversation API app that received the SMS message from the App drop-down list. Select True from the Only recipient originated drop-down list. Agree to the Terms. Click Submit for response A list of messages is displayed under Query response. This will include any WhatsApp OTP messages sent to your Sinch number.  Receiving SMS content using the standalone SMS API   Sinch delivers incoming message payloads via webhook. In order to read the content on incoming messages, you must have a system that can accept and display the payload of that webhook. For example, you may already have your own application set up to accept incoming messages to your Sinch number.   If you don't already have an application set up to accept incoming messages, you may also use a third-party service. For example, you may use Webhook.site to generate a free callback URL, set your SMS webhooks to be delivered to that callback URL, and then view the callback payloads using Webhook.site's user interface.   Note: Webhook.site is a third-party service that Sinch is referencing for example purposes. Third-party software and tools are subject to change at any time. Ensure that you have reviewed your organization's security policies and measures prior to using any third-party tool. Additionally, third-party tools are not controlled by Sinch. The performance of these tools may vary based on your tool selection, configuration, and other variables. To use Webhook.site to view incoming message payloads:   Navigate to Webhook.site. Copy Your unique URL. Navigate to the Sinch Build Dashboard. Select SMS from the left menu and select the Service APIs option. The Service APIs page is displayed:    Click the service (either the NAME or the SERVICE PLAN ID) to which the callback URL is to be assigned. The REST API details page is displayed:    Navigate to the Assigned Numbers section and ensure that your desired WhatsApp sender number is listed. Navigate to the Callback URLs section and click Add callback URL.   The Default URL, Outgoing URL, and Incoming URL fields are displayed: Paste the unique URL from Webhook.site (copied in step 2 of this process) into the Incoming URL field. Then, click Configure. Now, navigate back to Webhook.site. When WhatsApp sends a message to that phone number (or when any MO message is delivered to any number associated with that Service API), an event will be logged on Webhook.site. You can select the event and read the contents of the message to retrieve the OTP. ... View more

Yes, you can add custom keywords to the existing opt-in and opt-out keyword list used by the consent management functionality.   Both auto-replies and trigger keywords have defaults for the English, Spanish, and Portuguese languages. The defaults are described below: Language Opt-out type Opt-out keywords Opt-in keywords Opt-out auto-reply Opt-in auto-reply English ALL "STOP", "UNSUBSCRIBE", "OptOut_All_EN" "START", "SUBSCRIBE", "OptIn_All_EN" "Your request to leave has been accomplished." "Your request to get back has been accomplished." English MARKETING "STOP MARKETING", "UNSUBSCRIBE MARKETING", "OptOut_Marketing_EN" "START MARKETING", "SUBSCRIBE MARKETING", "OptIn_Marketing_EN" "Your request to leave has been accomplished." "Your request to get back has been accomplished." English NOTIFICATION "STOP NOTIFICATION", "UNSUBSCRIBE NOTIFICATION", "OptOut_Notification_EN" "START NOTIFICATION", "SUBSCRIBE NOTIFICATION", "OptIn_Notification_EN" "Your request to leave has been accomplished." "Your request to get back has been accomplished." Spanish ALL "DETENER", "SALIR", "OptOut_All_ES" "VOLVER", "RECIBIR", "OptIn_All_ES" "Su solicitud de salida se ha cumplido." "Su solicitud de regreso ha sido concedida." Spanish MARKETING "DETENER MARKETING", "SALIR MARKETING", "OptOut_Marketing_ES" "VOLVER MARKETING", "RECIBIR MARKETING", "OptIn_Marketing_ES" "Su solicitud de salida se ha cumplido." "Su solicitud de regreso ha sido concedida." Spanish NOTIFICATION "DETENER NOTIFICACIÓN", "SALIR NOTIFICACIÓN", "OptOut_Notification_ES" "VOLVER NOTIFICACIÓN", "RECIBIR NOTIFICACIÓN", "OptIn_Notification_ES" "Su solicitud de salida se ha cumplido." "Su solicitud de regreso ha sido concedida." Portuguese ALL "PARAR", "CANCELAR", "OptOut_All_PT" "VOLTAR", "RECEBER", "OptIn_All_PT" "Seu pedido de saída foi atendido." "Seu pedido de voltar foi atendido." Portuguese MARKETING "PARAR MARKETING", "CANCELAR MARKETING", "OptOut_Marketing_PT" "VOLTAR MARKETING", "RECEBER MARKETING", "OptIn_Marketing_PT" "Seu pedido de saída foi atendido." "Seu pedido de voltar foi atendido." Portuguese NOTIFICATION "PARAR NOTIFICAÇÃO", "CANCELAR NOTIFICAÇÃO", "OptOut_Notification_PT" "VOLTAR NOTIFICAÇÃO", "RECEBER NOTIFICAÇÃO", "OptIn_Notification_PT" "Seu pedido de saída foi atendido." "Seu pedido de voltar foi atendido." After enabling consent management, it is also possible to customize the keywords and auto-replies used for consent management.   To customize the keywords and auto-replies used for consent management:   Log in to the Sinch Build Dashboard. Navigate to the Apps tab under Conversation API. The Conversation apps page is displayed:     Click the Conversation API app on which consent management has been activated. Then, navigate to the Consent Management section and click Edit consent management:   The customization's list can be seen next to consent management settings. To create a new customization, click CREATE NEW: Select the language for which you are defining keywords and messages from the Language drop-down list: After selecting a language, populate the form with the required information:   For information on Conversation API's  consents  endpoint, see our API reference documentation.    Learn more about Sinch Conversation API. ... View more

When using consent management, there are no extra charges for any mobile originated (MO) messages processed.   All auto-response messages are charged as normal mobile terminated (MT) messages.   For information on Conversation API's  consents  endpoint, see our API reference documentation.   Learn more about Sinch Conversation API. ... View more

Conversation API's consent management functionality allows you to automatically manage opt-in and opt-out mobile originated (MO) messages. To activate consent management: Log in to the Sinch Build Dashboard. Navigate to the Apps tab under Conversation API. The Conversation apps page is displayed:     Click the Conversation API app for which consent management is to be activated. Then, navigate to the Consent Management section and click Edit consent management: Accept the terms and conditions:   Activate the functionality by clicking the Enable consent management toggle:   Finally, select your Consent processing mode:   In Primary mode, any subsequent mobile terminated messages sent to the opted-out recipients will be blocked by Sinch.   In Secondary mode, no blocking by Sinch is performed. The presence of an opt-in or opt-out keyword triggers the functionality when it is the sole element within an inbound, mobile originated message. The notification will then be sent via the Opt-out, Opt-in webhook triggers. Customers are required to take actions in their triggering application to prevent it from sending future messages to recipients that asked for opt-out.   For information on Conversation API's  consents  endpoint, see our API reference documentation.   Learn more about Sinch Conversation API. ... View more

Ensuring that you keep track of which customers opt-in and opt-out of different messaging campaigns is essential. Additionally, several of Conversation API's channels require you to obtain recipient opt-in prior to sending certain messages.   The consent management functionality of Conversation API allows you to manage the registration of opt-in messages sent by your end-users. It does so by checking the text content of inbound messages, matching that content with a set of pre-defined opt-in phrases, and, upon identifying a match, sending an opt-in callback to your system via webhook trigger.   Once enabled, the consent management functionality will start processing mobile originated messages. For all mobile originated messages, the consent management functionality will check for the presence of keywords that identify the message is an opt-in or opt-out message.   Note the following: The system checks for an exact match. So, for example, if the keyword start is set as the opt-in keyword, a message containing the text start will trigger the consent management functionality. However, a message containing the text  start now please  will not trigger the functionality. The consent management matching process is case insensitive, so text like  Start ,  START ,  starT , etc. would all trigger the functionality in this example case. If no keywords are provided, a default keyword list is provided. For more information about how to customize keywords or auto-replies, see our article on keyword and auto-reply customization. To activate this functionality, see our article How do I activate consent management?.   For information on Conversation API's  consents  endpoint, see our API reference documentation.   Learn more about Sinch Conversation API. ... View more

Ensuring that you keep track of which customers opt-in and opt-out of different messaging campaigns is essential.    The consent management functionality of Conversation API allows you to manage the registration of opt-out messages sent by your end-users. It does so by checking the text content of inbound messages, matching that content with a set of pre-defined opt-out phrases, and, upon identifying a match, adding the corresponding contact to one of the specific opt-out categories described below:   Category Description OPT_OUT_ALL This is the standard opt-out, and it blocks sending for all message types when consent management is used in Primary mode. OPT_OUT_MARKETING This opt-out type blocks only marketing messages when consent management is used in Primary mode. Marketing messages are defined as messages that have the  message_content_type  field set to  CONTENT_MARKETING . OPT_OUT_NOTIFICATION This opt-out type blocks only notification messages when consent management is used in Primary mode. Notification messages are defined as messages that have the  message_content_type  field set to  CONTENT_NOTIFICATION .   Note:  Populating the  message_content_type  field is optional when sending messages. However, to classify messages accurately, it's considered a best practice to populate the  message_content_type  field. This allows the system to identify whether a message is marketing or notification-related. If no content type is passed on the messages, the consent management functionality will assign the message to the  OPT_OUT_ALL  list.   Once enabled, the consent management functionality will start processing mobile originated messages. For all mobile originated messages, the consent management functionality will check for the presence of keywords that identify the message is an opt-in or opt-out message, and associate the message with a list category. Note the following: The system checks for an exact match. So, for example, if the keyword stop is set as the opt-out keyword, a message containing the text  stop  will trigger the consent management functionality. However, a message containing the text  stop now please  will not trigger the functionality. The consent management matching process is case insensitive, so text like  Stop ,  STOP ,  stoP , etc. would all trigger the functionality in this example case. If no keywords are provided, a default keyword list is provided. For more information about how to customize keywords or auto-replies, see our article on keyword and auto-reply customization.   After a contact has been added to an opt-out list category, Conversation API will process messages sent to that contact based on the corresponding  message_content_type  value and the mode of your consent management functionality: In Primary mode, messages directed to an opted-out contact will be blocked and an opt-out callback is delivered to your system via webhook trigger. In Secondary mode, no blocking by Sinch is performed. The presence of an opt-in or opt-out keyword triggers the functionality when it is the sole element within an inbound, mobile originated message. The notification will then be sent via the Opt-out, Opt-in webhook triggers. Customers are required to take actions in their triggering application to prevent it from sending future messages to recipients that asked for opt-out. To activate this functionality, see our article How do I activate consent management?.   For information on Conversation API's consents endpoint, see our API reference documentation.   Learn more about Sinch Conversation API. ... View more

Note: This functionality is currently available for beta testing. Yes, you can send test messages using the Conversation API from Sinch's Build Dashboard. This article provides information on how to do so, along with information about the prerequisites you must fulfill before using the Build Dashboard tool. Note: Any messages sent or received using this functionality are subject to the charges normally associated with sending and receiving messages using your Conversation API. Prerequisites   Prior to sending Conversation API messages using the Build Dashboard, you must have: Access to the Conversation API A Conversation API app with at least one channel configured At least one omni-channel template  or channel-specific template Note: The Message Composer tool on the Build Dashboard can be used to create omni-channel templates. Send test messages   To send a test message using the build Dashboard:   Log in to the Sinch Build Dashboard. Select Conversation API  from the left menu and select the Apps option. The Conversation apps page is displayed: Click the name of the app you will use to send your test message. The app's details page is displayed: Navigate to the Test your setup section and click Send test messages. If you are asked to accept any Terms of service, review the terms and accept them to continue. The Test messages page is displayed: If you'd like to activate test mode, click the toggle under Turn on test mode. This will redirect messages and reroute webhooks. Note: After five minutes of inactivity, test mode will be deactivated. Warning: Turning on test mode will temporarily reroute your webhooks. While test mode is active, incoming messages will be redirected and won't reach your production system. Additionally, webhook responses may behave differently than in a live environment. This may impact your production traffic and real users. Ensure that your environment is prepared prior to activating test mode. A confirmation is displayed. Review the information and either activate test mode or cancel test mode activation.  Navigate to the Send test messages section. Here, you will compose your test message(s): Select the channel on which you'd like to send your test message from the Channel drop-down list. Note that, depending on which channel you select, additional fields may be made available. Add recipients to the Send to field. Note that you can add a maximum of five contacts, and each contact must be separated by a comma. Populate any channel-specific fields. For example, if you selected the SMS channel, you may configure an SMS sender. First, select the type of SMS sender to use from the SMS Sender drop-down list. Then, enter the sender information. Ensure the type of information you enter matches the selection you made. Select the template to use for this message from the Template drop-down list. Note: If you select a template that uses parameters, you will be unable to populate the parameter values when sending test messages. Select the language of the template from the Language drop-down list. Note: The Language drop-down list displays version of the template that you have already configured/created. If you only configured a template in one language, only one option will be displayed. A preview of the message is displayed on the right of the page. Select Message preview to see a simulation of how the message will appear on a recipient's hand set: Select API request to see code samples that incorporate your selections. You may select one of several languages to choose from, and you may copy the code sample for your own use: If you'd like to add a fallback message, click Add fallback message. Repeat step 7 for the fallback message. Note: You must have at least two channels configured on your Conversation API app in order to add a fallback message. Review your selections. Once you have confirmed your selections, click Send test message. The message will then be sent to you recipients. Receive test messages   You may opt to receive incoming messages as test messages. To do so:   Click the User-initiated tab: Click the toggle under Turn on test mode. This will redirect messages and reroute webhooks. Note: After five minutes of inactivity, test mode will be deactivated. Warning: Turning on test mode will temporarily reroute your webhooks. While test mode is active, incoming messages will be redirected and won't reach your production system. Additionally, webhook responses may behave differently than in a live environment. This may impact your production traffic and real users. Ensure that your environment is prepared prior to activating test mode. A confirmation is displayed. Review the information and either activate test mode or cancel test mode activation. Select the SMS sender (i.e., phone number) to which you will send the MO message from the SMS Sender drop-down list. Send a message to your Sinch number from your mobile device. View logs   Logs are kept of the test messages you send and receive. You may view these logs on the Sinch Build Dashboard. You may also download these logs and attach them to Sinch support tickets or use them for offline troubleshooting. To view test message logs:   Click the Message logs tab. The test message logs for your Conversation API app are displayed: Select a message (or messages) from the list. You may download the logs you have selected. Alternatively, you may clear your selection. Learn more about Sinch Conversation API. ... View more

In order to allow your customers to send WhatsApp messages using the Conversation API, you must onboard them to Sinch's WhatsApp service. You will then create a corresponding Conversation API app for your customer. Both tasks can be accomplished using the Sinch Build Dashboard.   One method to onboard your customers is to use the partner-initiated process within the Sinch Build Dashboard. This is the default process.   This process involves the creation of a project for your customer. Then, your customer will provide business details to you and that you will enter into the Sinch Build Dashboard, allowing them to onboard. After that, you'll assign at least one business profile (and phone number) to the account. Finally, you (the ASP) will create a Conversation API app with the WhatsApp channel configured to use the Sender ID created during the process.   Note the following: The created sender ID is associated with a WhatsApp Business Account, or WABA. Each of your customers will only be able to provision a single WABA. You may assign multiple business profiles/sender IDs to that WABA. Any messaging limits applied by Meta to your WABA also apply to the sender IDs associated with that WABA. If you have already onboarded your customer and want to add more business profiles/phone numbers/sender IDs to the existing WABA, skip to the section entitled Provisioning WhatsApp business profiles and phone numbers.   The corresponding procedures are detailed below. Note: Some of the processes described throughout this guide involve steps that must be manually executed by Sinch's team. The expected execution time for these requests is approximately 24 to 48 hours. Prerequisites Prior to completing the onboarding process, review the following prerequisites. Having all of the requisite information readily available can greatly expedite the onboarding process.   Information and Materials In order to complete the procedures described in the following sections, you or your customer must have the information described below:   The organization's WhatsApp business account name The organization's desired display name (this is the name that will be shown as the sender of the messages to your recipients and what will be displayed on your customer's WhatsApp business profile). Your customer will be able to update this name, if desired, in the future. The organization's Facebook Business Manager ID or portfolio ID. This can be found in the Meta Business Suite application. Navigate to Business settings and click Business info. You can also search for business info on Meta Business Suite and follow the instructions displayed there. Your customer’s industry (category). This category will ultimately be selected from a pre-defined list provided by Meta. If you select the wrong category, you can have it updated after your customer is onboarded. Verifying the business Ensure that your customer has verified their business in Meta's system.     Preparing your Sinch account Prior to beginning the onboarding process, you must ensure that your (the ASP's) Sinch account is properly prepared: You must have an account type that matches your organization's goals. Because you are planning to offer customers (and yourself) access to Sinch's WhatsApp service, you must have a Reseller account. Throughout this guide, we assume you have a Reseller account. Warning: If your account is not a Reseller account, you will be unable to onboard your customers. Reach out to your Account Manager if you have any questions about your account.   Your account must be a postpaid account. Reach out to your Account Manager if your account is prepaid or if you don't know the payment structure of your account. Ensure that you have access to the WhatsApp functionality and pages on the Sinch Build Dashboard. If you don't have access to these pages, or the functionality on these pages is not available, reach out to your Account Manager. Becoming a Tech Provider   Note: You only need to complete this process once. If you are already a Tech Provider, you may skip this section. Sinch provides WhatsApp services to ASPs via Meta Partner Solutions. These solutions let both parties share WhatsApp assets and permissions. You must become a Tech Provider, add Sinch as a Solution Partner, and complete the configuration steps in the Sinch Build Dashboard. Follow this guide: How does Sinch provide WhatsApp assets and functionality to ASPs?     Project creation   When onboarding a new customer, you must create a separate project for them using your Sinch Build Dashboard account.   Note: If you are planning to use Sinch's WhatsApp service for your own business purposes, in addition to providing your customers access to Sinch's WhatsApp services, you may create a separate project for yourself as well. Ensure you complete your own onboarding process within the project you created for yourself, and not within a project assigned to one of your customers.   To create a new project for this onboarding process:   Log in to the Sinch Build Dashboard. Click the Project menu at the top left of the screen. Click View all projects. The Projects page is displayed: Click CREATE PROJECT. The Create project dialog is displayed. Enter a name for your project in the Name field. Enter a name that meaningfully represents the customer you are onboarding. The name should also be succinct; overly long names may be difficult to view on the Sinch Build Dashboard. Click CREATE.   Note: For more information, see our article on Creating a new project.     Completing the WhatsApp onboarding procedure   Warning: If you are planning to use Sinch's WhatsApp service for your own business purposes and you wish to onboard your own organization to WhatsApp, you must ensure that you onboard within your own project, and not a project assigned to one of your customers.   To onboard to Sinch's WhatsApp service using the partner-initiated method:   Navigate to the Sinch Build Dashboard. Ensure you have project you wish to onboard selected. Click the WhatsApp tab. The WhatsApp onboarding page is displayed: If you have not yet set up a partner solution, enter a meaningful solution name in the Meta solution partner name field. Then, click Continue with Facebook. Complete the Meta Embedded Signup Solution creation flow and select the Meta app you and your customers will use to onboard end-clients to WhatsApp (this will be the Meta App you created while following our guide on becoming a Tech Provider). If you have already set up a partner solution to use, you may select the partner solution from the Select Meta partner solution drop-down list. Click Continue. Ensure that the Partner-initiated option is selected. Click the Continue button and populate the form that is displayed: For explanations of these fields, see the Information and Materials section at the beginning of this guide. Review the values you provided for each field. Once each value is confirmed, click Connect to submit the information to Meta. You are returned to the WhatsApp onboarding & status screen. The Status of this request will initially appear as Pending: This will initiate a process on Sinch's backend. Sinch's Provisioning team will contact Meta with the information you and your customer provided and request the creation of a WhatsApp Business Account for your customer. Meta will then send a communication to your customer in the Meta Business Suite to inform that Sinch is requesting to provision a WhatsApp Business Account for your customer. The communication will request the customer’s confirmation to proceed. The email your customer will receive should look like the one below: If your customer hasn't received their notification email after some time, ask them to check their spam folder. If the notification cannot be found there, direct your customer directly to Meta's Business Suite to confirm the request: Note: This section includes images of third-party tools. Third-party tools, software, and documentation are subject to change at any time. Refer to the third-party's documentation for the latest information on the relevant tools. Direct them to the Requests tab and instruct them to Respond to the WhatsApp Business account request. Your customer can view the Summary and then Review the request: Your customer must confirm their business information and the corresponding WABA information: The WhatsApp onboarding & status screen on the Sinch Build Dashboard will update once the communication is sent. Ensure that your customer accepts the request in their Meta Business Suite: Once your customer has confirmed the information with Meta, the Status will be updated to Onboarded: After completing this procedure, you will be able to create WhatsApp business profiles (and, therefore, assign phone numbers/sender IDs) to your customer's WhatsApp Business Account. Provisioning WhatsApp business profiles and phone numbers   After provisioning your customer with a WhatsApp Business Account, you must assign at least one business profile to that account. Note that you may assign more than one business profile to your customer's WABA as well. To provision a WhatsApp business profile/phone number to your customer's WABA: Click Create new in the Business profiles section. This can be done from either the Overview tab or the Business profiles tab of the Sinch Build Dashboard: The Create business profile and add WhatsApp number page is displayed. Populate the fields with the business information provided by your customer. A preview of the business profile is displayed on the right side of the page: Select how you'd like to assign a WhatsApp business number to the profile: To use a number provided by your customer, select Bring-your-own number and enter the number in the Phone number field. This number must not already be provisioned for WhatsApp; if the number is already provisioned, it must be deprovisioned prior to using it here. The number may be an SMS enabled number or a voice enabled number. To use a number already procured by Sinch, select Select procured number. To request the procurement of a new Sinch phone number, select Request new number procured by Sinch. If your customer wants more business information displayed on their business profile, click the button to show/hide profile details and then click Edit. Then, populate the fields as desired: Note: Populating these fields is optional. Once all the required information has been populated, click Save and submit profile: Once the business profile has been submitted, the corresponding phone number must be verified. Sinch's team will trigger a two-factor authentication process that will require your participation for verification. You must coordinate with Sinch to complete the verification process and then allow Sinch to enter business information on your behalf. Business profiles awaiting verification will have a Pending verification status with a Verify number action item. Once the phone number is verified, the status will update to Connected: After a business profile has been connected to the WABA, the corresponding phone number (or WhatsApp Sender ID) will be available for use when configuring the corresponding Conversation API app. Configuring the WhatsApp Channel of The Conversation API   In order to configure the WhatsApp Channel of the Conversation API: If you haven't already done so, create a Conversation API app. Select the Apps option. The Conversation Apps page is displayed. Click the name of the app to which you want to add the WhatsApp channel. In the Set up channels section, locate the WhatsApp channel and click SET UP CHANNEL. The Configuration dialog box is displayed: Select the Sender Identity (in this case, the WhatsApp phone number) you'd like to assign to this Conversation API app. The app will use this Sender Identity when sending messages on the WhatsApp channel. Click Save after selecting the sender. Your Conversation API app is now configured to send messages using WhatsApp. Note the following:   In order to initiate certain types of conversations, you must use specific message templates. These templates can be created using the Sinch Build Dashboard or the Sinch Provisioning API. Once you have created your templates, see our documentation on sending WhatsApp template messages. See the linked documentation for more information on the circumstances that require message templates. If you (or your client) is messaged first, you are often able to respond using generic, non-template messages. For full information on the Conversation API's capabilities, see the API reference.   Learn more about the Sinch WhatsApp Business API. ... View more

Apple Messages for Business is only available at this time to existing Sinch customers during a beta program. Please use the form on this page to contact us for more information and to talk with one of our experts.   Learn more about Sinch Conversation API. ... View more

In order to allow your customers to send Facebook Messenger messages using the Conversation API, you must allow them to onboard to Sinch's Facebook Messenger service. This can be accomplished using the Sinch Build Dashboard.   This process involves the creation of a project for your customer. Then, you will create a Conversation API app for your customer. You will then temporarily invite your customer to their specific project, granting them access to the Sinch Build Dashboard. Then, your customer will provide business details and complete signup process. Finally, you (the ASP) will remove your customer's access to the project.   The corresponding procedures are detailed below. If all of the requisite information is available, completing the process may take between ten and thirty minutes. Prerequisites Prior to completing the onboarding process, review the following prerequisites. Having all of the requisite information readily available can greatly expedite the onboarding process. Admin account You must be an admin of the Facebook Page you plan to connect to your Conversation API app. For more information on Page roles, see What are the different Page roles and what can they do?.     Verifying the business Ensure that your customer has verified their business in Meta's system.     Preparing your Sinch account Prior to beginning the onboarding process, you must ensure that your (the ASP's) Sinch account is properly prepared: You must have an account type that matches your organization's goals. Because you are planning to offer customers (and yourself) access to Sinch's Facebook Messenger service, you must have a Reseller account. Throughout this guide, we assume you have a Reseller account. Project creation, app creation, and inviting your customer   When onboarding customer, you must create a separate project for them using your Dashboard account.   Note: If you are planning to use Sinch's Facebook Messenger service for your own business purposes, in addition to providing your customers access to Sinch's Facebook Messenger services, you may create a separate project for yourself as well.   You must then invite your customer to the project. First, review the information we have available on general account structure and how projects are defined and used in Sinch's systems.   Once you have reviewed the above articles, complete the following procedures (detailed in the subsections below):   Create a new project for your customer. Note: You must create a new project, NOT a subproject. Create a new Conversation API app for your customer. Invite your customer to the newly created project as a Limited member. This will give them access to the requisite Build Dashboard functionality. Project creation   To create a new project for this onboarding process:   Log in to the Sinch Build Dashboard. Click the Project menu at the top left of the screen. Click View all projects. The Projects page is displayed: Click CREATE PROJECT. The Create project dialog is displayed. Enter a name for your project in the Name field. Enter a name that meaningfully represents the customer you are onboarding. Click CREATE.   Note: For more information, see our article on Creating a new project.   After creating the project, you must invite your customer to the project. This procedure is detailed in the next section.     App creation   Create a Conversation API app for your customer after creating their project. Ensure that, when you create this app, you set the region to the region in which the customer's data is to be stored.   To create a new Conversation API app:   Log in to the Sinch Customer Dashboard. Select Conversation API from the left menu and select the Apps option (highlighted in red below). The Conversation Apps page is displayed: In the Apps section, click NEW APP. The New App form is displayed. Specify a name and an appropriate region for your App. Click CREATE. Note: The region you select is the region in which your Conversation API app will be hosted (and, therefore, where the associated data will be stored). Once you have selected a region for your App, you cannot change it. The newly created APP will be displayed in the APPS section Inviting customers to the project   After creating a project and app for your customer, you must invite the customer to the newly created project. This will provide the user with access to that project's Build Dashboard functionality, including the Facebook Messenger signup process.   To invite your customer to the new project,:   Log in to the Sinch Build Dashboard and select your profile icon in the top right corner. Your profile menu is displayed. Click the User Management option. The User management page is displayed. To invite users to your account, click Invite users. The Invite a user form is displayed. Enter the e-mail addresses for the users you want to invite in the Email field and select the Limited member user type role for this user. Select the project you created for the customer from the drop-down list. Note: Ensure that you select the Limited member user type. Other user types may grant them more or less access to your account than required. Once you have completed the form, click Send x invite (where x is the number of invites you are sending) to send the invites to your specified users. Note: For more information, see our article How do I invite another user to my Sinch Build Dashboard account?. Once the customer accepts the invite, they'll be able to onboard to Sinch's Facebook Messenger service.     Completing the Facebook Messenger onboarding procedure   Note: This procedure is to be completed by your customer after they gain access to the project that corresponds to their organization.   After your customer accepts the invite and gains access to the project that corresponds to their organization, they can log in to the Sinch Build Dashboard.   In order to onboard to Sinch's Facebook Messenger service:   Log in to the Sinch Customer Dashboard.   Select Conversation API from the left menu and select the Apps option. The Conversation apps page is displayed: Click the application with which the Facebook Page will be associated. The application's page is displayed: In the Set up channels section, click the Facebook Messenger option. The Configuration section of the Facebook Messenger page is displayed: Select the type of token you'd like to use to connect your Page. If your Page is a personal Page, select the User access token option. If your Page is associated with a business in the Meta Business Manager, select the System User access token. Click Login with Facebook. Enter your Facebook credentials. If you chose the System User access token option, you must also select a business portfolio associated with your account. You are prompted to select a Facebook Page for Sinch to manage. Warning: Deselecting any previously connected Facebook Pages in the list will remove the Facebook Page from the Conversation API app. For example, if you are setting up a Conversation API app, and an existing Conversation API app is already connected to a different Facebook Page, that Facebook Page is displayed as already selected and connected to Sinch. Deselecting this Facebook Page will invalidate your existing Conversation API app integration. Select one available Facebook Page to connect to your Conversation API app. Note: Only select one new Facebook Page each time you connect a Facebook Page to a Conversation API app. Click Next. You are prompted to confirm permission assignments to the Conversation API app: After reviewing all permissions, click Save. The status of the integration is displayed: The process of connecting your Facebook Page with your Conversation API app is asynchronous and, while it is ongoing, the status will appear as ACTIVATING CHANNEL. Once the Facebook Page has been successfully connected to the app, the status will appear as ACTIVE. Once the integration is ACTIVE, you can start using the Facebook Messenger channel on your Conversation API app. Removing customer access to project   Note: This procedure is to be completed by you, the ASP, after your customer configures the Facebook Messenger channel on their Conversation API app.   After your customer has completed configuring the Facebook Messenger channel, you must remove their access to the project. This will help ensure project stability and limit security risks.   To remove the customer's access to the project:   Log in to the Sinch Build Dashboard and select your profile icon in the top right corner. Your profile menu is displayed. Click the User Management option. The User management page is displayed. To remove a user, click the three vertical dots corresponding to the user you want to remove and select the Remove option from the pop up menu . Your customer's Conversation API app is now configured to send messages using Facebook Messenger. For full information on the Conversation API's capabilities, see the API reference.   Learn more about the Sinch Messenger API for Facebook Messenger. ... View more