Social Media: Set up WhatsApp with a Gorgias phone numberUpdated an hour ago

If you'd like to manage WhatsApp conversations with customers in your helpdesk and you don't have a phone number, you can create one with the Gorgias Voice or SMS add-on and connect it to your WhatsApp integration. Customers can send WhatsApp messages to the Gorgias phone number, and those messages appear as tickets in Gorgias for your team to answer alongside your other support channels.

Follow the steps that apply to your situation

This article covers how to set up WhatsApp using a Gorgias phone number. Creating a Gorgias phone number requires the Voice or SMS add-on. If that doesn't apply to you, navigate to the article that best matches your situation for the most relevant setup instructions:

Before you start

• Set up a Meta business portfolio.
• Subscribe to the Voice or SMS add-on, and either have a Gorgias phone number or be prepared to create one.
• Make sure you can sign in to a Facebook account with full access to that Meta business portfolio.

Step 1: Select or create a Gorgias phone number

The number you choose for your WhatsApp integration needs to be able to receive calls so that Meta can send you a verification code during setup. This means the phone number needs to be connected to a Voice integration that routes directly to voicemail, so that you can retrieve the verification code instead of the call being sent to one of the agents in your helpdesk.

Select an existing number:

1. From your helpdesk, click the  Settings icon in the bottom-left corner.
2. In the menu, locate Channels, then select Phone numbers.
3. Select the phone number you'd like to connect to WhatsApp from the list.
4. Next to Voice, click Manage integration, then select the Call Flow tab. Configure the call flow to send the call to voicemail.
   • If the phone number doesn't already have a Voice integration, click Add integration, enter an integration name, then click Next.
   • Select Send all calls to voicemail, then click Create voice integration.
5. Click Save changes.

Create a new phone number:

1. From your helpdesk, click the  Settings icon in the bottom-left corner.
2. In the menu, locate Channels, then select Phone numbers.
3. Click Add phone number to create a new phone number.
4. Give the phone number a name, select a country, then click Add phone number.
5. Next to Voice, click Add integration.
6. Enter an integration name, then click Next.
7. Select Send all calls to voicemail, then click Create voice integration.
8. Click Save changes.

Now that your phone number is set up to receive a verification code, you can create a WhatsApp integration.

Step 2: Add a WhatsApp integration

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 business portfolio and create a WhatsApp Business Account.
7. Enter the phone number from Step 1. Under Choose how you would like to verify your number, select Phone call.
8. Retrieve the code from the Gorgias Voicemail ticket, enter it to verify the number, then finish Meta's setup flow.
9. Return to Gorgias in your browser. Navigate to Installed apps → WhatsApp → Integrations to see your new WhatsApp integration.

Step 3: Restore your call flow

After the integration is set up, adjust the call flow so this number no longer routes calls to voicemail. If you don't plan to support phone calls through this number, you can delete the Voice integration.

What Gorgias sets up for you

While creating the integration, Gorgias completes the following tasks in the background:

• Two-step verification. Gorgias sets a two-step verification PIN on the number as part of registering it with Meta.
• Billing with Meta. Meta bills Gorgias for WhatsApp conversation charges, and your WhatsApp tickets are then billed to you as helpdesk tickets. You'll never see a bill from Meta for using WhatsApp.
• Your existing templates. Gorgias imports the message templates associated with that WhatsApp Business Account from Meta.
• A dedicated view. Gorgias creates a view named WhatsApp - [integration name] that lists open tickets from that number. You can edit it like any other view.

What's next

• Social Media: Manage your WhatsApp integration to learn about managing, deleting, and reconnecting your WhatsApp integerations.
• Handle tickets in Gorgias: WhatsApp to learn how your team replies to WhatsApp conversations in your helpdesk.

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