Setting up the WhatsApp Business Connector app

Account owners and admins can seamlessly add and connect WhatsApp numbers, complete basic setup, and onboard WhatsApp within the Zoom Contact Center client interface. This integration enables agents and supervisors to send and receive WhatsApp messages, enhancing customer experience and engagement by reaching users on this popular messaging platform.

This article covers:

• Types of numbers supported
• Types of numbers NOT supported
• How to access the WhatsApp Business Connector app
  • Accessing the app from the Zoom App Marketplace
  • Accessing the app from the Manage Connectors page
• How to set up the WhatsApp Business Connector app
• How to disconnect WhatsApp Number from Zoom
• Consumer experience
• How your data is used

Prerequisites for using the WhatsApp Business Connector app

• Zoom Contact Center Premium or Elite license
• Account owner or admin privileges
• Verified Meta Business Account with a valid WhatsApp Business display name 

Important: At present, only WhatsApp Service Conversation types are supported. Zoom does not provide technical support for the WhatsApp Platform. If you need help, contact WhatsApp or your IT admin that manages the application.

Types of numbers supported 

• Landline numbers that accept international calls
• Mobile numbers
• Virtual Service Numbers (VSN) purchased through Zoom (need to be voice/sms-capable)

Types of numbers NOT supported 

• Numbers with IVR attached (remove IVR temporarily to receive OTP)
• Shortcodes
• Voice capable numbers unable to receive international calls
• Voice capable numbers that require extra zeros or digits apart from the international number format
• VoIP
• Toll-free numbers
• Paid premium numbers
• Universal access numbers (UAN)
• Personal numbers

You can only register a mobile phone or a landline (fixed) number that you own. You must be able to receive international calls or SMS with the phone number you're trying to register. 

Number should not already be registered with another WhatsApp user/account. If you are already using the WhatsApp number elsewhere and want to re-use it in the Zoom Contact Center, remove the WhatsApp number from your WhatsApp Business Account.

How to access the WhatsApp Business Connector app

You can access custom connector apps from two different places: the Zoom App Marketplace listing page, or the Manage Connectors page.

Accessing the app from the Zoom App Marketplace

1. Sign in to the Zoom App Marketplace using admin credentials.
2. Use the search box to find the WhatsApp Business Connector app.
3. Click on the app's icon or name to access it.
4. Click Create Connector.

Accessing the app from the Manage Connectors page

1. Sign in to the Zoom App Marketplace using admin credentials.
2. In the top-right corner, click Manage.
3. In the Admin App Management section, click Manage Connectors.
4. Click Add Connector then WhatsApp Business Connector.

How to set up the WhatsApp Business Connector app

1. Follow the previous section to access the Custom Connector app.
2. Click Connect to confirm you want to connect third-party WhatsApp Business to your Zoom account
   A new browser window will open requesting you to log in.
3. Once logged in, click Get Started to begin the WhatsApp signup flow.
4. Select the applicable Meta Business account that you would like to use.
5. Create or select a WhatsApp Business account that you want to connect to.
6. Select or enter the WhatsApp Business phone number and choose how you would like to verify the number.
   Depending on your chosen verification method, a verification code will be sent via text or phone call. Ensure that the number you are using is not connected to a WhatsApp Business account.
7. Click Next.
   You will be asked to reconfirm if you want to connect your third-party number to your Zoom account.
8. Click Confirm.
   You will see a confirmation screen saying your WhatsApp Business Connector is now available to use in Zoom client. You can now use your connected WhatsApp Business phone number as an entry point within your Zoom Contact Center Flow. Your connection will also be visible on the Marketplace Connector page.
9. (Optional) To add another WhatsApp number to Zoom, repeat the steps above.

When a WhatsApp Business Account (WABA) is shared with a Business Service Provider (BSP) like Zoom, it's crucial to understand that one WABA can only be linked to one BSP at a time. Therefore, if you already have a payment method, such as a Mastercard, associated with your WABA and you intend to share it with another BSP, you have two options:

• Create a new WABA via embedded signup flow: To integrate your WABA with another BSP like Zoom, you have the option to create a new WABA. This involves going through our embedded signup flow, where you can set up a fresh WABA specifically designated for use with Zoom or any other BSP you wish to integrate with. 
• Remove existing payment method: Alternatively, if you prefer to continue using your current WABA and wish to share it with Zoom as your BSP, you'll need to remove the existing payment method attached to your WABA before initiating the sharing process. Once the payment method is removed, you can proceed to share your WABA with Zoom without any hindrances.

Learn more about creating, verifying and adding users to your WhatsApp Business Account.

How to disconnect WhatsApp Number from Zoom

1. Remove Business Solution Provider (BSP) permissions from the WhatsApp number.
   Once done, you will lose access to the WhatsApp API. 
2. Remove the WhatsApp number from your WhatsApp Business Account.
3. Sign in to the Zoom App Marketplace.
4. Go to the Marketplace Connector page. 
5. Select Delete to delete the specific WhatsApp number that has been disconnected.
   Note: Delete option will only be visible once steps 1 and 2 are completed.

Consumer experience

• Engagement begins when a consumer sends a message to WhatsApp number.
• Applicable Zoom Contact Center Flow can send an initial message (if needed), and route to the appropriate agent.
• Consumer sees notification when the agent joins the chat.
• Consumers can send supported file formats to agents:
  • Audio, Voice Memo
  • Video
  • PDF, Docx, Mp4
  • Images, WhatsApp Stickers
• Media types not yet supported:
  • Polls
  • Contacts
  • Location

Notes: 

• For inbound service conversations, the WhatsApp conversation lasts for 24 hours from the time the message is delivered to the WhatsApp business number. 
• Brands are billed for inbound service conversations only if they respond to those conversations
• Unlimited messages may be sent between the consumer and the Brand during this 24 hour period. All WhatsApp conversations are charged as per the rates published on Zoom’s pricing page.

How your data is used

The WhatsApp Business Connector allows Zoom Video Communications Inc. to manage your WhatsApp Business Account. To do so, you'll need to share account and billing permissions. The permissions you’ll share with Zoom Video Communications Inc. include:

• WhatsApp Business Account access: Zoom Video Communications Inc. will be able to add or link phone numbers, create message templates, send messages to your customers, assign users to your account and access your metrics.
• Billing management: Zoom Video Communications Inc. will have permission to attach a credit line and bill you directly.

By adding this connection, you agree to the WhatsApp Business Terms of Service and the Meta Terms of Service.