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Set Up WhatsApp in 8x8 Contact Center

Updated: 01/10/2025

Objective

Set up WhatsApp within 8x8 Contact Center.

Applies To

  • WhatsApp
  • 8x8 Contact Center
  • X Series X7 and X8 Licenses

Procedure

This document will guide you through how to set up WhatsApp as a social channel in 8x8 Contact Center. Be sure to complete all steps in the order listed. Prerequisites and Phone Number for Use must be done before moving on to the other steps.

Prerequisites

An existing, verified Meta Business Account is required. If you haven't done so already, follow Meta's steps to create and verify a Meta Business Account.
Note: The process for setting up and validating a Meta/WhatsApp account is outside of the control of 8x8, therefore we have no responsibility for whether or not the account is accepted, and have no influence over the terms and conditions that are mandated by WhatsApp. Do not proceed with the setup inside 8x8 until you have created and verified a Meta Business Account. 

Phone Number for Use

After fulfilling the prerequisite steps, you will need to decide what type of number you want to use. You can use any number that can receive a one-time passcode (OTP) via SMS or voice. To use your own number, you will need to have a mobile SIM card to receive an SMS number.
If you want to use a number through 8x8, this must be an 8x8 voice number—a geographic number. An 8x8 SMS number will not work. Review the process below on how to get an 8x8 voice number, which will then be used in the Configuration Manager for Contact Center setup.

Get Access to WhatsApp in 8x8 Contact Center

Once you have your WhatsApp account set up and approved with Meta, speak with your 8x8 Account Manager or CSM to request that the feature be enabled in Configuration Manager for Contact Center.

Configuration Manager for Contact Center Setup

After you have set up your verified Meta Business Account, selected the number you intend to use, and had the feature enabled by 8x8, you can begin setup in Configuration Manager for Contact Center.
  1. Log in to your 8x8 Application Panel.
  2. Select Configuration Manager for Contact Center.
  3. From the left menu, select Channels.
  4. On the Social tab, select + WhatsApp.
  5. Fill in the required details. The script on this service is the script that your WhatsApp number will use to be routed through to Contact Center agents.
  6. Once the channel has been created, it will show as pending. Within 48 business hours, you will receive an email prompting you to log in and continue your WhatsApp setup.
  7. Log in to the portal and create a password. If the link has expired, log in to the Connect platform and follow the instructions to reset the password using the email address through which you initially received it.

Connect Platform

  1. Log in to the Connect platform.
  2. Select Messaging Apps.
  3. Select Channels.
  4. Under Available Channels, select WhatsApp (Login With Meta).

WhatsApp Account Information 

Enter the information that will go on the WhatsApp profile for your business.
  • Channel Name - This is how it will be identified.
  • Phone Number - The phone number that is registered with WhatsApp. See Phone Number for Use above.
  • Business Name - The display name that will show within the WhatsApp account to your end users.
  • Category - The category area for the business.
  • Tagline - This displays under the business name.
  • Description - Extra information you want to tell your customers.
Select Next.
  • Contact Email - A customer service email address.
  • Website URL - The URL of your business.
  • Profile Picture - The picture that will show on WhatsApp for your business.
  • Business Address - The address that will show for your business head office.

WhatsApp Setup Example

Here is an example where 8x8 has registered a WhatsApp account. All of this information was taken from the above form including the logo, description, and other information.

Meta Login Flow

Inside the Connect platform, you will be taken to a page where you need to log in to Meta using your Meta Business Account credentials. If your company already has a Meta Business Account, for example if it’s being used for social media marketing, do not create a new one. Instead, try to get access to the existing account for this step. It will increase the chances of your WhatsApp Business account being approved by Meta.
Once logged in, you will see the details for your business.
Select the existing Meta Business Account.
Click Continue to give 8x8 permission to access your WhatsApp business account.
You will see a confirmation screen of the permission. Select Continue.
Confirm the legal name of the business that is looking to register WhatsApp.
Confirm the description that is required to appear on WhatsApp. This is what is taken from the previous form in the Connect platform but it can be amended here if needed.
Verify the phone number that is being registered with WhatsApp. This will be done by either receiving an SMS or a voice call to the number in question. See Phone Number for Use above. Once you select Confirm, you will receive the one-time passcode immediately and need to complete this step in the allocated time.
Here, the verification was completed by telephone, so this code was received on an outbound voice call to the number that was registered, then the code given and was confirmed.
Once verified, confirmation is given that the number is now registered with WhatsApp.
Review and click Continue.
Your subaccount has been created. Click Next.
Review and click Done.
Once this is complete, there is still a process that 8x8 needs to finish to complete your set up. Within 48 business hours, you will receive an email confirming your number is set up and ready to go.
Once done, the WhatsApp number that was set up will show up in this page within a few minutes.
After this, there is a further backend configuration to be done, which will take two business days, after which you will receive an email to confirm that your number has been set up.

WhatsApp Using an 8x8 Number

This is the process for how you would set up a script that will enable you to receive an one-time passcode from WhatsApp for the number allocation. The number you set up here would then be registered on WhatsApp.
In the first instance, a number needs to be set up using Admin Console and pointed to Contact Center number set up. See Assign or Unassign Numbers from 8x8 Contact Center.
Once you have this, you need to be able to set up the number so it can receive and enter in the one-time passcode that is sent out by WhatsApp. Below, it’s configured using an external number, so that when the one-time passcode is sent to the 8x8 number via a phone call, it will be forwarded to the external number of your choice, to complete the OTP.
Once this has been completed, it’s ready to be used within the WhatsApp provisioning flow.

Additional Information

For more information on claiming and assigning numbers, see: