Social Media: Manage your WhatsApp integrationUpdated an hour ago

Once you add a WhatsApp integration to Gorgias, you can rename it, review its message templates, and see which phone number it's connected to. This article covers what you can change after setup and what happens when you delete an integration. If you haven't already connected a WhatsApp integration to Gorgias, review the table below and select the documentation that best applies to you to get started:

Rename a WhatsApp integration

A WhatsApp integration's name appears on WhatsApp tickets to help you identify where the ticket was created. You can also create views and filters for the tickets in your helpdesk with the integration's name. If you have more than one WhatsApp integration, renaming them makes each one easier to identify.

1. From your helpdesk, click the  Settings icon in the bottom-left corner.
2. In the menu, locate Apps, then select Installed apps.
3. Search for and select WhatsApp.
4. From the Integrations tab, select an integration from the list.
5. On the Preferences tab, edit the App title and optionally click the smiley face icon to pick an emoji for it.
6. Click Save changes.

Review your message templates

A WhatsApp message template is a message reviewed and approved by Meta. You can use one to reach a customer on WhatsApp outside the 24-hour customer service window. Templates are created and edited in Meta's WhatsApp Manager, and Gorgias imports them so your agents can send them in a ticket.

You can monitor the status of your imported templates from Gorgias:

1. From your helpdesk, click the  Settings icon in the bottom-left corner.
2. In the menu, locate Apps, then select Installed apps.
3. Search for and select WhatsApp.
4. From the Integrations tab, select an integration from the list.
5. Select the Templates tab.
6. Select a template from the list to view it in detail.

Manage your WhatsApp number

The number you use with a WhatsApp integration can also be used to receive Voice and SMS tickets if you're subscribed to these add-ons. From your WhatsApp integration settings, you can review which phone number is associated with WhatsApp, and add it to additional channels, if you'd like.

1. From your helpdesk, click the  Settings icon in the bottom-left corner.
2. In the menu, locate Apps, then select Installed apps.
3. Search for and select WhatsApp.
4. From the Integrations tab, select an integration from the list.
5. Click Manage phone number. You'll be redirected to the phone number settings.
6. Under Connected integrations, click + Add integration.

Delete a WhatsApp integration

You can remove a WhatsApp integration from your helpdesk to stop receiving WhatsApp messages in Gorgias. Deleting an integration won't delete any tickets that are already in your helpdesk.

1. From your helpdesk, click the  Settings icon in the bottom-left corner.
2. In the menu, locate Apps, then select Installed apps.
3. Search for and select WhatsApp.
4. From the Integrations tab, select an integration from the list.
5. Click Delete integration, then click Confirm.

Once the integration is deleted, Gorgias will remove the imported message templates from your helpdesk. The templates remain in Meta's WhatsApp Manager and will be re-imported if you later decide to reconnect that phone number to WhatsApp.

Reconnect a disconnected integration

Gorgias can lose access to your WhatsApp Business Account if someone revokes its admin permission, or if the number is migrated or deleted in the WhatsApp Manager. If this happens, Gorgias notifies the account owner and every admin via email, with the affected number in the subject line. To start receiving messages in Gorgias again, reconnect the number:

1. From your helpdesk, click the  Settings icon in the bottom-left corner.
2. In the menu, locate Apps, then select App store.
3. Search for and select WhatsApp.
4. Click Connect WhatsApp Business. You'll be redirected to Facebook.
5. Sign in to the Facebook account that has access to your Meta business portfolio.
6. Follow Meta's steps, selecting the existing business portfolio and WhatsApp Business Account rather than creating new ones.
7. Connect the number that was disconnected, and grant Gorgias the requested permissions.
8. Return to Gorgias in your browser. Navigate to Installed apps → WhatsApp → Integrations to confirm the number is connected.

Recreate a deleted integration

Deleting a WhatsApp integration in Gorgias deregisters the number with Meta, so it can no longer send or receive messages until it's registered again. The WhatsApp Business Account itself still exists, along with the number, so you don't need to start over in Meta. You can reconnect through the same Connect WhatsApp Business flow in Gorgias, and when prompted in Meta, select the exisiting WhatsApp Business Account instead of creating a new one.

1. From your helpdesk, click the  Settings icon in the bottom-left corner.
2. In the menu, locate Apps, then select App store.
3. Search for and select WhatsApp.
4. Click Connect WhatsApp Business. You'll be redirected to Facebook.
5. Sign in to the Facebook account that has access to your Meta business portfolio.
6. Follow Meta's steps to select the existing business portfolio and the deleted WhatsApp Business Account you'd like to recreate in Gorgias.
7. Select the number you want to register again, and verify it if Meta asks you to. Under Choose how you would like to verify your number, select Text Message or Phone call.
8. Finish Meta's setup flow, then return to Gorgias. Navigate to Installed apps → WhatsApp → Integrations to see the integration.

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