開始使用 WhatsApp 設定 whatsapp-config

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• TL;DR: This page explains how a System Administrator configures the WhatsApp channel in Journey Optimizer by creating WhatsApp API credentials, a Webhook, and a channel configuration to connect a WhatsApp Business account.

Intents:

• Create WhatsApp API credentials and connect a WhatsApp Business Account
• Create a WhatsApp Webhook to capture inbound responses, receive delivery reports, and enable tracking events
• Create a WhatsApp channel configuration and associate marketing actions and consent policies
• Set the sender phone number and WhatsApp Execution Field for a configuration
• Troubleshoot HTTP 500 errors during API credential setup

Glossary:

• API Credentials: The credential set (API Token and Business Account ID) used to connect Journey Optimizer to a WhatsApp Business Account (product-specific)
• API Token: A Meta access token from a System User in the same Business Manager as your WhatsApp assets, used to authenticate (product-specific)
• Business Account ID: Your Meta Business portfolio ID (Business Manager ID), not the WhatsApp Business Account ID (product-specific)
• Webhook: The communication bridge between Meta’s WhatsApp Business Platform and Journey Optimizer that receives real-time notifications about message events and user interactions (product-specific)
• Inbound keyword category: The classification (Opt-in, Opt-out, Help, Default) that determines which auto-response is sent based on user text (product-specific)
• WhatsApp Execution Field: The field used to select, among profile attributes, the phone number to use in priority when several numbers are available (product-specific)
• Quality Rating: A rating (Green/High, Yellow/Medium, Red/Low) reflecting customer feedback on messages sent in the past 24 hours (product-specific)
• Throughput: The rate at which your phone number can send messages (product-specific)

Guardrails:

• These steps must be performed by a Journey Optimizer System Administrator.
• Meta tokens expire after about 60 days; renew the token before it lapses.
• The API Token’s System User needs whatsapp_business_management, whatsapp_business_messaging, and business_management permissions, plus asset-level access to your WhatsApp Business Account.
• Meta allows only one webhook, callback URL, and Verify Token per WhatsApp Business Account, even across multiple sandboxes or WhatsApp credentials.
• Feedback events (Sent, Delivered, Read, Error, button click) are captured correctly in every sandbox, but inbound events (replies, opt-in/opt-out/help keywords) are only received in the single sandbox where the webhook is registered; register it against your production sandbox to receive inbound events there.
• Without specified opt-in or opt-out keywords, standard consent messages are not enabled.
• A profile must have at least one message sent from Journey Optimizer before incoming messages are captured in the dataset.
• Keywords are not case-sensitive (e.g., stop and STOP are treated the same).
• Configuration names must begin with a letter (A-Z), can only contain alpha-numeric characters, and may also use underscore, dot, and hyphen.
• Do not include a ‘+’ sign before the sender phone number, as this can prevent the opt-out flow from working correctly.
• HTTP 500 troubleshooting: the organization must have the cjm_whatsapp entitlement provisioned; without it, the WhatsApp channel cannot be configured.

Terminology:

• Canonical name: WhatsApp channel configuration — Acronym: n/a — variants: channel configuration, WhatsApp configuration
• Synonyms: “Business Account ID” = “Meta Business portfolio ID” = “Business Manager ID”
• Do not confuse: “Business Account ID” (Meta Business portfolio / Business Manager ID) ≠ “WhatsApp Business Account ID” (not entered in this field)
• Do not confuse: “API Credentials” ≠ “Webhook” ≠ “channel configuration” (three distinct setup steps)
• Do not confuse: “Processing” (status while checks run) ≠ “Active” (status once checks are successful and the configuration is ready to deliver)

FAQ:

• Q: What are the steps to configure the WhatsApp channel? — Create WhatsApp API credentials, create a WhatsApp Webhook, then create a WhatsApp channel configuration.
• Q: Who can configure the WhatsApp channel? — A Journey Optimizer System Administrator.
• Q: How often do Meta tokens expire? — About every 60 days; renew the token before it lapses.
• Q: Why are my inbound events missing in some sandboxes? — Meta allows only one webhook per WhatsApp Business Account, so inbound events are only received in the sandbox where the webhook is registered; register it against your production sandbox.
• Q: What does the channel configuration status mean? — It shows Processing while checks run and becomes Active once checks are successful, meaning it is ready to deliver messages.
• Q: What causes an HTTP 500 error during API credential setup? — Possible causes include a missing cjm_whatsapp entitlement, invalid or mismatched API Token or Business Account ID, or credential handling issues; verify entitlements and fields, test credentials with Meta, enable advanced logging, and contact support if it persists.
• Q: Why should I not add a ‘+’ before the sender phone number? — It can prevent the opt-out flow from working correctly.