WhatsApp is one of the most popular messaging platforms worldwide, and integrating it with Ruut allows you to engage with your customers directly via WhatsApp within your Ruut account. This guide will walk you through the process of setting up a WhatsApp channel on Ruut, step by step.

Prerequisites

Before setting up your WhatsApp channel in Ruut, ensure the following:

Ruut Account: You need to have a Ruut account. If you don't have one, sign up at Ruut.

WhatsApp Business Account: You must have a verified WhatsApp Business account. If you don’t have one, you can set it up through the WhatsApp Business website.

Twilio Account (Optional): If you are using Twilio as your SMS gateway for WhatsApp, you’ll need a Twilio account. Alternatively, you can use the official WhatsApp API via Facebook Business Manager.

Phone Number: A valid phone number for WhatsApp communication. The number must be registered under your WhatsApp Business Account.

API Access: If you plan to use WhatsApp API to integrate with Ruut, you will need API access either through Twilio or WhatsApp Business API directly.

Step 1: Navigate to the Channels Section in Ruut.

In the left-hand sidebar, click on Settings (gear icon).

From the settings menu, select Workspace

Step 2: Add a New WhatsApp Channel

Once you are in the Workspace section, click the Add Workspace button at the top right corner.

In the “Add Workspace” screen, select WhatsApp from the available list of channels.

Click Continue to proceed.

Step 3: Choose Your WhatsApp Integration Method

Ruut offers two ways to integrate WhatsApp:

Option 1: Twilio API Integration

If you are using Twilio to manage your WhatsApp messaging, select Twilio from the available options.

Option 2: Official WhatsApp Business API

If you are using the official WhatsApp Business API (through Facebook Business Manager), select WhatsApp Business API.

Step 4: Configure the Channel Settings

For Twilio Integration:

Account SID & Auth Token:

° Log into your Twilio account.

° Navigate to the Console page.

° Copy the Account SID and Auth Token from the dashboard.
Phone Number:

° Under your Twilio account, obtain the WhatsApp-enabled phone number (e.g., whatsapp:+1XXXXXXXXXX).

° Enter this phone number in the relevant field on the Ruut WhatsApp integration page.
Callback URL (Optional):

° Twilio requires a callback URL to handle incoming messages. If needed, provide the appropriate webhook URL here.

Click Save to connect Twilio to Ruut.

For WhatsApp Business API Integration:

WhatsApp Business Account:

° You will need to input the WhatsApp Business Account ID associated with your WhatsApp Business API. This ID can be found in your Facebook Business Manager under the "WhatsApp" section.
Phone Number:

° Provide the WhatsApp Business phone number that is linked to your WhatsApp Business API.
API Token:

° You’ll need an API Token for authentication. Generate this token from the Facebook Developer portal for your WhatsApp Business API.
Webhook URL:

° Input the Webhook URL provided by Ruut for handling incoming messages. This URL should be set up in your Facebook Business Manager to forward messages to Ruut.
Click Save to complete the integration with WhatsApp Business API.

Step 5: Verify and Test the WhatsApp Channel

Once you’ve entered the necessary details for Twilio or WhatsApp Business API:

Verify the Phone Number:

° Ruut will automatically verify the WhatsApp phone number. You will receive a confirmation notification in your Ruut dashboard once the phone number is verified.

° If you don’t see a confirmation, double-check the details entered and retry the connection.
Test the Channel:

° Send a test message to the WhatsApp number you’ve integrated with Ruut from your phone or another WhatsApp account.

° Ensure that the message appears in your Ruut inbox.

Step 6: Configure Additional Settings (Optional)

Channel Name:

° You can set a name for your WhatsApp channel to help identify it in the Ruut dashboard.

° Reply Templates:

° You can configure predefined WhatsApp templates (Quick Replies, Messages) for faster responses.
Business Hours:

° Set up business hours for when WhatsApp messages are expected to be answered by agents. Outside of business hours, Ruut can send automated responses.
Assign Agents:

° Assign specific agents or teams to handle incoming WhatsApp messages. This helps ensure that inquiries are directed to the right people.

Step 7: Manage WhatsApp Messages in Ruut

Once the integration is complete, you can start managing WhatsApp conversations directly from your Ruut inbox. Here’s how:

Incoming Messages:

° When a customer messages your WhatsApp number, the conversation will appear in your Ruut inbox.

° Agents can respond to messages, attach files, send media, and more, all from within the Ruut interface.
Message Tags:

° You can use tags to organize and categorize WhatsApp conversations (e.g., inquiries, issues, support).
Auto-Responses:

° Set up automated replies for out-of-office hours or during busy periods. These auto-responses can include a friendly message or let the customer know when they can expect a reply.

Step 8: Troubleshooting

Common Issues:

Connection Issues:

° If the WhatsApp channel does not connect properly, ensure that all API credentials (e.g., Twilio SID, Auth Token, WhatsApp Business API credentials) are correctly entered.

° Double-check the phone number format and ensure that it’s linked to the correct WhatsApp Business Account.
WhatsApp Messages Not Appearing:

° Ensure that the webhook is correctly configured for receiving incoming messages.

° Verify that the WhatsApp number is correctly verified in both the Ruut and Twilio/Facebook Business Manager dashboards.
Message Delays:

° If messages are delayed, check for issues with the API provider (Twilio or WhatsApp Business API). Sometimes, network issues or API throttling can affect the delivery speed.
Support:

° If you encounter any persistent issues, reach out to Ruut’s support team at [email protected] for assistance.

Conclusion

By following these steps, you should now have your WhatsApp channel successfully set up in Ruut. You can manage customer conversations, automate replies, and streamline your customer support directly from the Ruut interface. If you have any further questions or need help with the setup, don’t hesitate to contact Ruut support.

How to Set Up a WhatsApp Channel in Ruut