WhatsApp channel setup

On the left navigation, expand the Administration section and click Channels.

In the panel, expand WhatsApp Settings and select API Credentials.

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Click Create new API credentials at the top right.

Configure your API credentials, as detailed below:

• Name - Enter a unique name for the credentials
• API Token - Enter your API token. For information, refer to the Meta Documentation.
• Business Account ID - Enter the unique number related to your business portfolio. For information, refer to the Meta Documentation.

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Click Continue.

Choose the WhatsApp Business Account that you want to connect to your WhatsApp API credentials.

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Select the Sender name to use for sending WhatsApp messages.

The phone number settings are automatically populated:

• Quality Rating - reflects customer feedback for messages sent in the past 24 hours.

  • Green: High quality
  • Yellow: Medium quality
  • Red: Low quality

  For more information, see Quality rating in the Meta documentation.

• Throughput - indicates the rate at which your phone number can send messages.

Click Submit when you finished the configuration of your API credentials.

In the navigation panel, select WhatsApp Webhooks.

Click Create Webhook.

Enter a Name for the webhook configuration.

For Configuration, select the API credentials (created in the previous task) to associate with the webhook.

For the Inbound keyword category, choose a category to define keywords and the reply message:

• Opt-in - Users must actively agree to receive WhatsApp messages, often managed through forms on your website or app.
• Opt-out - Configure your webhook to listen for phrases like Stop or No Message to automatically mark users as opted-out.
• Help - Allow automated systems to detect when a user sends HELP (or similar keywords like Unknown) and automatically reply with specific information, such as service instructions.
• Default - Handle incoming messages that do not match specifically defined keywords. It serves as a fallback category to enable tracking events (such as opens and delivery reports) in Adobe Experience Platform datasets.

When you select the keyword category, the default keywords are populated.

For Enter a keyword, you can enter a custom keyword and click Add ( + ).

You can add multiple keywords per category.

Enter the Reply message to send automatically when a received message matches a keyword in this category.

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For each additional keyword category you want to configure, click Add (+) at the top right corner and repeat steps 5–7.

Click Submit to save the webhook configuration.

In the WhatsApp Webhooks list, click the edit ( ) icon for the webhook you created.

Copy the Verify Token and Webhook URL values.

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In the Meta for Developers portal, navigate to your WhatsApp application settings and configure the webhook using the values that you copied.

In the navigation panel, under General settings, select Channel configurations.

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Click Create channel configuration at the top right.

Enter a Name and Description (optional) for the configuration.

For Select channel, choose WhatsApp.

Under WhatsApp Settings, select the WhatsApp configuration (API credentials) that you created in the previous task.

Enter the Sender phone number to use for message delivery.

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(Not currently applicable for Journey Optimizer B2B Edition) For the WhatsApp Execution Field, select the profile attribute to use as the priority phone number when multiple phone numbers are available for a recipient.

Click Submit to save, or Save as draft to complete and submit the configuration later.