# Welcome to oChats.io

Product docs, setup guides, and tutorials for the oChats.io platform.

## Overview

oChats.io is an omnichannel chat system which allows you to manage all of your business communication channels from various platforms such as WhatsApp, Telegram, Facebook Messenger and more in 1 platform. It allows you to perform a 2-communication with your prospects/customers.

Moreover, it provides a clearer omnichannel analytic so that you know the sales comes from which channel. In summary, it is an omnichannel chat & analytic system. 

## Quick links

{% content-ref url="/pages/85ujYgVYKIvfbOa6ZJry" %}
[What Does oChats.io Do?](/overview/what-we-do)
{% endcontent-ref %}

{% content-ref url="/pages/fOsBj14IhmiNDUtsfJck" %}
[Our Product Features](/overview/our-features)
{% endcontent-ref %}

## Get Started

We've put together some helpful guides for you to get setup with our product quickly and easily.

{% content-ref url="/pages/iFrsbcIiIbIMA7xmy2Fh" %}
[Getting Set Up: First Steps](/module-tutorial/getting-set-up)
{% endcontent-ref %}

{% content-ref url="/pages/WFXpLK6QXAZM4THjX0Hl" %}
[Creating a New Workspace](/module-tutorial/create-workspace)
{% endcontent-ref %}

{% content-ref url="/pages/LbViid3USyWnEOpF11LR" %}
[Connect to channels](/module-tutorial/connect-to-channels)
{% endcontent-ref %}


# What Does oChats.io Do?

We provide an omnichannel messaging software for businesses & brands.

{% embed url="<https://www.youtube.com/watch?v=OcbJIraGDIs>" %}

## Benefits:

### Omnichannel Chat System

* Able to connect to multiple channels such as
  * WhatsApp
  * Telegram
  * Facebook Messenger
  * Instagram
  * Shopee Chat
  * Lazada Chat
  * WeChat
  * Signal
  * Email
  * Zalo
* Manage all communications in 1 platform

### Brand Management System

Manage multiple brands/businesses/companies communication channel in 1 platform without having to switch and manage many devices.&#x20;

### Multiple Team Member Access

Invite multiple team members to attend and manage all the inquiries from different communication channels.

### Broadcast Messages

Send out messages in mass within seconds. Able to perform 2-way communication after broadcast campaign.

### Built-in CRM System

Manage all your customers and prospects in 1 platform. You can manage all of them using our tag management system. In the future, you can filter it based on the tag you have placed for every contact.&#x20;

### Automated Message Notification

Send out automated messages whenever there is an event triggered. Here are some of the events you can send an automated message in these use cases:

* Automated order notification
* Automated shipment alerts
* Automated OTP code
* Automated appointment reminder
* Automated boarding pass notification
* Automated survey invitation
* Many more...

{% hint style="info" %}
**oChats.io tip**: Automated message notification only works when you integrate WordPress plugin/ Shopify app to your website. It also works if you integrate with Shopee & Lazada.&#x20;
{% endhint %}

### Cross Channel Analytics

Understand your sales derives from which channel and which channel contributes the most sales. You can also understand why that channels work better than other channels.

## Schedule a live demo

You can schedule a live demo with us for free.

{% embed url="<https://meet.sendinblue.com/rick-chua>" %}


# Our Product Features

Use our features to propel your business to the next level.

Our current features includes:

* Chat management system
* Broadcast messages
* Multiple team member access
* CRM system
* Brand management system
* Analytics

There are more features coming soon. Stay tune!


# Chat Management System

Manage every customer conversation from one unified chat dashboard.

Manage all your business channels such as WhatsApp, Telegram, Facebook Messenger, Instagram, Shopee Chat , Lazada Chat and more in 1 platform.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FPoxXBYL8klbr481GGJOu%2FChat-management.jpg?alt=media&amp;token=d01c6540-314c-4a54-a76e-2c92cb66f77b" alt=""><figcaption></figcaption></figure>


# Broadcast Messages

Send bulk or personalized broadcast messages to your contacts.

Broadcast your promotional / notification message to your targeted contact numbers. We are using official API directly from respective messaging service provider. Hence, the delivery rate of your message is at 100% delivery rate. However, you still need to comply the guideline for the messaging app you use.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FIMgD8ySjVLA1PIcrkV4m%2FBroadcast-messages.jpg?alt=media&amp;token=7a220a43-d2f4-4067-b51b-e6bdda52ef6e" alt=""><figcaption></figcaption></figure>


# Multiple Team Member Access

Give your whole team shared access to reply from one inbox.

Invite your team members to join oChats.io and manage all customer inquiries & marketing campaign together.&#x20;


# Built-In CRM System

Tag, organize, and track every contact with a built-in CRM.

Manage all your customers and prospects in 1 platform. You can manage all of them using our tag management system. In the future, you can filter it based on the tag you have placed for every contact.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2Flo6MuRSWZxQfcJ5XHifZ%2Fcrm-system.jpg?alt=media&amp;token=b15eea76-8ec1-4c5e-a0ac-66f80b1067c7" alt=""><figcaption></figcaption></figure>


# Brand Management System

Manage multiple brands or businesses from a single workspace.

Manage multiple brands/businesses/companies communication channel in 1 platform without having to switch and manage many devices.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FiOhaQAKItdMKKZ75lJX8%2Fbrand-management.jpg?alt=media&amp;token=c3ed7750-9780-441b-be7a-f7fc22b8822a" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
**Important Note**: 1 workspace can connect to 1 brand/business. 1 business can invite different users to manage each brand. 1 business can only connect to 1 WhatsApp account, 1 Telegram account, 1 Facebook Messenger account and so on.
{% endhint %}


# Analytics & Reporting

Track team performance and conversation metrics in real time.

View overall health of your communication chat channels in a glance. View information such as:

* New incoming message
* No of message resolved
* Growth of your incoming inquiries
* No of conversation
*

```
<figure><img src="/files/JjHG7XE0nuJwpqzoZTwB" alt=""><figcaption></figcaption></figure>
```


# Helpdesk Ticketing System

Turn chat conversations into trackable support tickets with ease.

### 🚀 Key Benefits

* Zero Dropped Chats: Convert chaotic chat histories into clean, prioritized support tickets.
* Omnichannel Tracking: Whether a customer reaches out via WhatsApp, Telegram, LINE, or Email, their issue is centralized in one dashboard.
* Clear Accountability: Assign tickets to specific agents or teams to prevent overlapping responses or missed queries.
* SLA Management: Track response and resolution times to ensure your customer service standards are always met.

***

### 🛠️ Core Features

#### 1. Ticket Creation & Assignment

* Manual & Auto-Creation: Instantly turn any incoming message into a ticket with a single click, or set up workflows to auto-generate tickets based on specific keywords.
* Smart Routing: Route tickets automatically to the right department (e.g., Sales, Technical Support, Billing) based on the customer's inquiry.

#### 2. Status Tracking & Lifecycle

Keep everyone on the same page with customizable ticket statuses:

* 🟢 Open: New issues awaiting agent review.
* 🟡 In Progress: Tickets currently being investigated or handled by an agent.
* 🔵 Pending: Awaiting further information or a response from the customer.
* ⚫ Resolved/Closed: The issue has been successfully handled.

#### 3. Internal Collaboration (Internal Notes)

* Agents can leave internal notes within a ticket that are invisible to the customer.
* Use this to collaborate with technical teams, tag supervisors for approval, or document case history.

#### 4. Ticket History & Context

* Every ticket maintains a complete audit log of who handled it, updates made, and when statuses were changed.
* Agents can view past resolved tickets from the same contact to get instant context on recurring issues.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FHMYSyUFG48q47Cq4lYb5%2Fimage.png?alt=media&amp;token=4fce7ddb-6554-4730-b254-629045cf0992" alt=""><figcaption></figcaption></figure>


# Appointment Booking Form

Schedule meetings with a built-in video link, right from the chat.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FspIX3uPOt5RlRag4ieCH%2Fimage.png?alt=media&amp;token=0423a8d3-6d93-468e-9029-368da29dfd58" alt=""><figcaption></figcaption></figure>

By default, the appointment booking form is natively integrated with [Jitsi meeting link](https://jitsi.org/). If you want to use another meeting link, you can create a separate meeting link from your calendar, then copy and paste the meeting link into our appointment booking form.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FcseghG55zZ6YbHRgVnLW%2Fimage.png?alt=media&amp;token=6569990a-844e-44bb-99a6-f3777c5ddd8d" alt=""><figcaption></figcaption></figure>


# Getting Set Up: First Steps

A step-by-step guide to setting up your oChats.io workspace.

<details>

<summary>Step 1: Create workspace (brand)</summary>

Workspace is a place for you to manage all of your businesses. For example, some business owners run multiple businesses/brands in the same time. Hence, he/she able to manage all the communication channels across his/her businesses.&#x20;

</details>

<details>

<summary>Step 2: Connect to the channels</summary>

You can connect multiple communication channels to oChats and manage all conversations in 1 platform.

</details>

<details>

<summary>Step 3: Upload contacts</summary>

Upload/Import all your contacts to oChats.io. oChats.io has built a CRM management. It allows you to manage your contacts easily with tag management system.

</details>

<details>

<summary>Step 4: Set up your profile</summary>

Set up your business and individual profile.

</details>

<details>

<summary>Step 5: Reply to your customers</summary>

Manage all your communication across all channels. You can perform 2-way communication at ease.&#x20;

</details>


# Creating a New Workspace

Create a new workspace to manage each brand or business you run.

{% embed url="<https://youtu.be/Es1D2LUwiUI>" %}

{% hint style="info" %}
**oChats.io tip:** Brand represents your company. Some companies run multiple brands under their belt. Hence, oChats has created workspace function in order to empower companies with multiple brands under their belt able to manage their brands messages effectively.
{% endhint %}

## How to add new brand or workspace?

### Written Steps:

1. After you have login, please look at the top right corner.
2. Click on the dark blue button at the top right corner.
3. Click on **+Create New Workspace**.

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FFbdWSvw7m2o13DeB6Jqc%2Fworkspace%201.JPG?alt=media&amp;token=80149f6b-ece8-43e9-9f27-cf8d28b3d335" alt=""><figcaption></figcaption></figure>
4. Insert your **Brand/Workspace name**.
5. Click **Save**.

### Visual Steps

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FbrCeCuCnaKwrN4dUKc1c%2FCreate%20workspace%20-%201.JPG?alt=media&amp;token=cab489eb-5fb9-42b9-87fc-7e9bc687f0d9" alt=""><figcaption><p>Step 1 &#x26; 2</p></figcaption></figure>

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FzOcLqlq3hKvJUJFtygQC%2FCreate%20workspace%20-%202.JPG?alt=media&amp;token=c1ed2448-6783-4a2e-a3b7-0e9843b17794" alt=""><figcaption><p>Step 3, 4 &#x26; 5</p></figcaption></figure>


# Connect to channels

Connect to your desired business communication channels for every businesses you have.

{% hint style="info" %}
**oChats.io tip:** Connect to your existing communication channels first. Then slowly connect more channels into oChats.io. If you are running multiple businesses and each businesses has its own communication channels, you can connect to oChats.io and manage everything in 1 platform.
{% endhint %}

**Channel Provider IDs:**&#x20;

* 1=WhatsApp Gupshup
* 5=Facebook
* 6=Instagram
* 7=Telegram
* 8=LINE
* 11=Email
* 12=WhatsApp Cloud API
* 14=WeChat.<br>

<details>

<summary>Available channels to connect</summary>

* WhatsApp
  * WhatsApp Cloud API (*coming soon*)
  * Gupshup
  * 360dialog
* Telegram
* Facebook Messenger (*coming soon*)
* Instagram (*coming soon*)
* Shopee Chat (*coming soon*)
* Lazada Chat (*coming soon*)
* WeChat (*coming soon*)
* Signal (*coming soon*)
* LINE&#x20;
* Email (*coming soon*)
* Zalo

</details>


# Connect WhatsApp Web

Scan a QR code to link your personal WhatsApp Web account.

Connecting to WhatsApp Web is as easy as scanning QR code.&#x20;

Here are some tips / important information which you should know of:

* When you connect your WhatsApp account via WhatsApp Web, it will stay connected for maximum 1 day to 12 days. Hence, if it is disconnected, please reconnect again by scanning the QR code.
* Once you have connected to your WhatsApp account via WhatsApp Web, oChats will download 100 previous messages for every contact into oChat automatically. *Yes, all of these conversation history will contribute to your data storage within oChats*.
* You may face data discrepancy across WhatsApp mobile app and WhatsApp Web. For eg, new incoming/outgoing message appears in your WhatsApp mobile app but it doesn't reflect in mobile app.
* Not **all functions** will reflect in oChats due to limitation & restriction in unofficial WhatsApp API. For eg, if any of your customer replies back to you using the **Reply** function in WhatsApp Web, it will not reflect in oChats.

  <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2F9mS25212WZ0S88xO43h1%2Fimage.png?alt=media&amp;token=5d2e4191-52f4-4460-b419-fbfcfd8dd492" alt=""><figcaption></figcaption></figure>
* Sometimes the QR code doesn't generate due to temporary downtime in unofficial WhatsApp API or QR code expired. You need to refresh the page & wait for next scanning attempts.
* If you are not able to receive WhatsApp button template, it means that our software is waiting for latest WhatsApp Button update from Google Play Store and/or Apple App Store. Once it is updated, you will be able to receive the WhatsApp button template again.


# Connect WhatsApp Business API

Connect the official WhatsApp Business API to oChats.io.

{% hint style="info" %}
**Important Note**: Once you have decided to use WhatsApp API, you are required to use a 3rd party software like oChats.io in order to receive and send messages to your customers. You will no longer able to access normal **WhatsApp** app and **WhatsApp Business** app.
{% endhint %}

There are 3 available WhatsApp API selections which you can choose from:

* WhatsApp Cloud API
* Gupshup
* 360dialog

{% tabs %}
{% tab title="Gupshup" %}
Gupshup is an official WhatsApp Business Service Provider (BSP). It is officially appointed by Meta to distribute official WhatsApp Business API. You can check their official website [here](https://www.gupshup.io/en).

Headquartered in Silicon Valley, Gupshup is the world’s most advanced bot and messaging platform. It enables developers to quickly and easily build, test, deploy and manage chat bots across all messaging channels. Gupshup has been a pioneer in messaging and bots, long before they became trendy. Gupshup’s messaging platform is used by over 30,000 businesses, leading companies such as FlipKart, OLA, Facebook, Twitter, ICICI, HDFC and ZeeTV. Gupshup’s platform handles over 4 billion messages per month and over 150 billion cumulative. Gupshup also developed a smart-messaging app, Teamchat, which introduced patent-pending “smart” messages in 2014, only now being offered by other messaging apps. Gupshup’s bot platform provides tools for the entire bot lifecycle enabling developers to quickly and easily build, test, deploy, monitor and track bots. Gupshup is founded by Mr. Beerud Sheth, a serial entrepreneur, who previously founded Elance, Gupshup is funded by investors such as Charles River Ventures, Helion Venture Partners and Globespan Capital Partners.
{% endtab %}

{% tab title="360dialog" %}
360dialog is also an official WhatsApp Business Service Provider (BSP). It is officially appointed by Meta to distribute official WhatsApp Business API. You can check their official website [here](https://www.360dialog.com/).&#x20;

Besides that, 360dialog is the most advanced mobile conversation hub. Its WhatsApp focused multi-channel messaging platform enables brands to connect all mobile touch points and build personalized 1-to-1 conversations with their customers. 360dialog provides solutions for all relevant use cases for the WhatsApp Business API, like integrations and newsletter tools.
{% endtab %}
{% endtabs %}

{% hint style="danger" %}
**Warning**: Once you have changed your existing WhatsApp number over to WhatsApp Business API, you will no longer able to join any WhatsApp Group. Please take note.
{% endhint %}


# WhatsApp Cloud API

Connect directly to WhatsApp with WhatsApp Cloud API

As you know that WhatsApp is owned by Meta, hence you will be connecting your WhatsApp API using Meta Business Manager. Before connecting to WhatsApp Cloud API, please ensure you have this ready before hand:

* A Facebook Business Manager account (*Newly created Facebook accounts may not be approved*)
* A mobile number/landline number which has no account with WhatsApp before

{% hint style="info" %}
**Important Note**:

* **Facebook Business Manager**: Make sure your Facebook Business Manager complies to [WhatsApp Commerce Policy](https://www.whatsapp.com/legal/commerce-policy).
* **Mobile/landline number**:
  * Make sure there is no **Interactive Voice Response (IVR)** in your phone. It prevents you from answering the call for WhatsApp OTP verification
  * Make sure you are not using any toll **free number** as your official WhatsApp number.
* Newly created Facebook accounts may not be approved of using WhatsApp Cloud API.
  {% endhint %}

Connecting to WhatsApp Cloud API is easy. All you need to do is follow the steps in *WhatsApp Cloud API onboarding flow*.

### For New & Fresh Number

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2F6avCDJjD5lAtITL1XDdP%2Fimage.png?alt=media&amp;token=4101c545-baaa-4642-b7ae-d8e931bd845c" alt=""><figcaption></figcaption></figure>

**Step 1**: Follow the prompt on Facebook Business Manager to share your account with oChats.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FPYUmOhACL5l9VWg1qvdE%2FWhatsApp%20Image%202026-02-14%20at%2014.32.04.jpeg?alt=media&amp;token=e482669c-80be-4a0c-adda-2f1d5df20c17" alt=""><figcaption></figcaption></figure>

**Step 2**: Select a business portfolio & select "Create a WhatsApp Business account".

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FX54p4m89O6b4Wj0j8Pr5%2FWhatsApp%20Image%202026-02-14%20at%2013.53.16.jpeg?alt=media&amp;token=48db5994-6f77-41b8-91d4-4dd4f949ab65" alt=""><figcaption></figcaption></figure>

**Step 3**: Choose add a new number. Proceed to insert your phone number & verify for OTP.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FZy0eT2PUPLk8SLE3xh5Z%2FWhatsApp%20Image%202026-02-14%20at%2014.07.31.jpeg?alt=media&amp;token=6f82c076-8e9e-4fbf-8fd8-e177828d05c0" alt=""><figcaption></figcaption></figure>

**Step 4**: Insert your OTP code

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FvTAPuxnp4LIinD9RrSL7%2FWhatsApp%20Image%202026-02-14%20at%2017.15.21.jpeg?alt=media&amp;token=00e3fbc3-9b47-476d-9ab1-16a4703bb296" alt=""><figcaption></figcaption></figure>

**Step 5**: Wait for your account connects to oChats and click on "Continue to feature setup".

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FanTljWNQNo7tYE800fF8%2FWhatsApp%20Image%202026-02-14%20at%2014.33.50.jpeg?alt=media&amp;token=5a265496-ca86-4b58-934d-28e927dab936" alt=""><figcaption></figcaption></figure>

**Step 6**: Upon approval from WhatsApp, you will receive a notification from your WhatsApp manager that your WABA (WhatsApp Business Account) is now live.

### For Existing WhatsApp Business Number

**Step 1**: Follow the prompt on Facebook Business Manager to share your account with oChats.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FPYUmOhACL5l9VWg1qvdE%2FWhatsApp%20Image%202026-02-14%20at%2014.32.04.jpeg?alt=media&amp;token=e482669c-80be-4a0c-adda-2f1d5df20c17" alt=""><figcaption></figcaption></figure>

**Step 2**: Choose / Create a new business portfolio in your Meta Business Manager. Then, click on "Connect a WhatsApp Business App".

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FX54p4m89O6b4Wj0j8Pr5%2FWhatsApp%20Image%202026-02-14%20at%2013.53.16.jpeg?alt=media&amp;token=48db5994-6f77-41b8-91d4-4dd4f949ab65" alt=""><figcaption></figcaption></figure>

**Step 3**: Scan QR code using your existing WhatsApp Business App

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2Fh9FVNU3cN2jEK39Rya4g%2FWhatsApp-API-QR-code-authentication-3.jpg?alt=media&amp;token=370dbaf2-61e9-4a7c-9f01-700f94ef7471" alt=""><figcaption></figcaption></figure>

**Step 4**: Wait for it to connect.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FanTljWNQNo7tYE800fF8%2FWhatsApp%20Image%202026-02-14%20at%2014.33.50.jpeg?alt=media&amp;token=5a265496-ca86-4b58-934d-28e927dab936" alt=""><figcaption></figcaption></figure>


# Connect via Gupshup

Connect to Gupshup, official WhatsApp Business API provider

{% embed url="<https://www.youtube.com/watch?v=yOPiZmGL5dI>" %}

{% hint style="info" %}
**oChats.io tip**: If you are existing Gupshup customer, please inform our customer support that you want to perform WhatsApp Business API migration. Before perform any migration, please turn off your 2FA in your WhatsApp Manager within Meta Business Manager.

**Facebook Login**: Newly created Facebook accounts may not be approved of using WhatsApp Cloud API.
{% endhint %}

Steps to sign up for Gupshup & integrate their API with us:

1. You will be given an onboarding link to create and integrate WhatsApp Business API through Gupshup.
2. Click on "Continue with Facebook" now. You will leave the Gupshup UI and go to the Facebook Business Manager profile (*please make sure that you are already logged into the FB Business account that has access to the business's Facebook Business Manager*)
   1\.

   ```
   <figure><img src="/files/QtdsY6YxMmMOGdJcjpZ3" alt=""><figcaption></figcaption></figure>
   ```
3. Follow the prompt on Facebook Business Manager to share your account with Gupshup.
   1\.

   ```
   <figure><img src="/files/bmxVNIcm6BKHUfwzQ5cY" alt=""><figcaption></figcaption></figure>
   ```

   2\.

   ```
   <figure><img src="/files/lzKtXtJA8ci0G2AIuRmK" alt=""><figcaption></figcaption></figure>
   ```
4. Verify Meta Business Profile. Confirm and proceed to the next step.
   1\.

   ```
   <figure><img src="/files/Jt9VEvquqcmWV3ui3cKK" alt=""><figcaption></figcaption></figure>
   ```
5. Now you will be shown the WhatsApp business account name WhatsApp business profile display name and category business description and website. Add all the details and click next.
   1\.

   ```
   <figure><img src="/files/FZvc5I21cwObeKOY69ZV" alt=""><figcaption></figcaption></figure>
   ```
6. Add Phone Number. Enter the phone number (It is ok if you get a warning message 'This number is already registered to an existing WhatsApp account....')
   1\.

   ```
   <figure><img src="/files/7MhqaF82QBLR9T4XoWz8" alt=""><figcaption></figcaption></figure>
   ```
7. Verify with OTP
   1\.

   ```
   <figure><img src="/files/FNgsrTrQsr1AinBh9SSr" alt=""><figcaption></figcaption></figure>
   ```
8. Confirmation from Gupshup. Upon approval from WhatsApp, you will receive a notification from your WhatsApp manager that your WABA (WhatsApp Business Account) is now live.
9. Retrieve the API key from top right corner.

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FD5aieVpFXacSYTp5VnCH%2F11.png?alt=media&amp;token=53e5ce2b-63fd-4d3f-a8af-824613dc3e69" alt=""><figcaption></figcaption></figure>
10. Insert **API key** & **App Name**. Once you click **Connect**, you are good to go.


# Connect via 360dialog

Connect to 360dialog, official WhatsApp Business API provider

{% hint style="info" %}
**oChats.io tip**: If you are existing 360dialog customer, please start from Step 5.
{% endhint %}

Steps to sign up for 360dialog & integrate their API with us:

1. Go to **Connect Channels**
2. Select on the **WhatsApp**
3. Click on **360dialog** tab
4. Watch this [video](https://www.youtube.com/watch?v=_WxbHVdC8L4\&t=33s).
5. Insert Phone number (remember to insert country code in front of the phone number) and 360dialog API key
6. Click **Connect**.
7. You are good to go now!


# Connect Your Telegram Bot

Connect to Telegram via official Telegram BotFather.

{% hint style="info" %}
**oChats.io tip**: If you have created a Telegram BotFather account before, please start from Step 6.
{% endhint %}

Steps to create an account with Telegram BotFather & integrate their API with us:

1. Create a Telegram account / Sign in to your Telegram
2. Click on the **3 line** on top left corner
3. Click on Add Account / Switch to the account you want to connect
4. Search for **BotFather** on Telegram

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FepON757FBEBUj8BvieTW%2Ftelegram%201.png?alt=media&amp;token=5a6b9909-b045-4744-9ffc-1490f5e9dbf4" alt=""><figcaption></figcaption></figure>
5. Click **Start** to message BotFather on Telegram
6. Type **/newbot** (It will show “Alright, a new bot. How are we going to call it? Please choose a name for your bot.”)
7. Type the name of your bot. After, it’ll show “Good. Now let’s choose a username for your bot. It must end in \`bot\`. Like this, for example: TetrisBot or tetris\_bot.”
8. After giving the name it’ll show :-
   * *“Done! Congratulations on your new bot. You will find it at t.me/ShibinTest3bot. You can now add a description, about section and profile picture for your bot, see /help for a list of commands. By the way, when you’ve finished creating your cool bot, ping our Bot Support if you want a better username for it. Just make sure the bot is fully operational before you do this.*
   * *Use this token to access the HTTP API: “**TOKEN**”*
   * *For a description of the Bot API, see this page:* [*https://core.telegram.org/bots/api*](https://core.telegram.org/bots/api)
9. Copy the **API Token** & paste it at oChats.


# Connect LINE Business Account

Sign up and integrate your LINE Official Business Account.

{% hint style="info" %}
**oChats.io tip**: If you have signed up LINE Official Business Account before, please start from Step 6.
{% endhint %}

{% embed url="<https://youtu.be/Cyv8Dsq7C-4>" %}
LINE Business Integration Walkthrough
{% endembed %}

Steps to sign up for official LINE Business Account & integrate their API with us:

1. Sign in / Sign up a [LINE Official Business Account](https://account.line.biz/signup).
2. Once you have signed up, click on **LINE official account** button.
3. Fill in all the information for 3 steps sign up form.
4. Once you have clicked **Submit** button in page 2, you will see another button **Go to Official Account Manager** button. Please click on it.
5. You will reach a LINE official account manager dashboard.
6. Navigate to **Settings** > Go to **Messaging API** > **Enable Messaging API**
7. Fill in **name** & **email** of developer (You can insert your own name or company name. Same goes to email address) > Click **Agree**
8. Insert **oChats** as your new provider in the field & press **Agree**.
9. Insert **Privacy Policy** and **Terms of Use** information (optional)
10. Press **OK** to enable Messaging API.
11. Navigate to **Response Settings** > **Detailed Settings**.
12. Find **Webhook** section > select **Enabled**.
13. Navigate to [LINE Live Developer Console](https://developers.line.biz/console/).
14. Select the **Provider** (**oChats**) created.
15. Select the **Channel** to connect.
16. Navigate to **Basic Settings** > Find & add the **Channel ID** below.
17. Scroll down to issue a **Channel Secret** and add it below.

### Important Notes

This is your LINE user ID. So people can search for your business account if they type your business user ID.&#x20;

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2F0aPpArHLGscZ0J6ZiyX6%2Fimage.png?alt=media&amp;token=586da96a-ad38-49ee-acaa-0c8c9fc915eb" alt=""><figcaption><p>Your LINE User ID</p></figcaption></figure>

If you want to create custom user ID, you need to sign up for [premium account](https://manager.line.biz/webstore/@508kytsq/premium-id/purchase). The price of premium account is priced at US$12/year.

There are 3 types of LINE Business account.

* **Unverified account**: By default, all businesses start with this account. Unverified LINE Official Accounts have grey badges. They are only searchable in-app via a LINE Official Account ID. This is unfortunate as all accounts come out of the box with a basic ID, a random string generated by LINE.
* **Verified account**: Once your account is verified, it will show this blue badge. It can be created when signing up for a LINE Official Account. However, they are only available in LINE’s four key markets. They have a blue badge and are searchable via Display Name or User ID, making them much easier for users to find.
* **Premium account**: It has a green badge, but there is no process for applying. We believe LINE upgrades large accounts on its own. Before chatting with a Premium Account, users are forced to follow the account so the account's posts show up in their feed.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FD8IHRc5ukh1GYGnpacgo%2Fline%20official%20account%20badges.png?alt=media&amp;token=0049dc31-6bfe-438e-8acc-c790469c4693" alt=""><figcaption><p>LINE official account badges</p></figcaption></figure>

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FnCNJiuLXE9oR9qdRyjcT%2Fline%20official%20account%20for%20in-app%20search.png?alt=media&amp;token=f1f9ebe9-8db4-427e-8b8d-994f87cd0577" alt=""><figcaption><p>LINE official account for in-app search</p></figcaption></figure>

LINE encourages businesses to attract user to initiate the chat first. LINE has provided several ways for LINE users to contact the businesses directly.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2Fq4vJZwcZs1SRVBu6tSoD%2Fways%20to%20start%20a%20chat.png?alt=media&amp;token=498b4fef-634c-4366-8286-aac6f08b81fd" alt=""><figcaption><p>Methods of initiating a user conversation provided by LINE to businesses</p></figcaption></figure>


# Connect WeChat Business

Connect to official WeChat account and gain access to its API

{% hint style="info" %}
**Reminder**: WeChat Business only allows businesses to send **text message** and **image file**. Video, file & other formats are not use in WeChat Business.
{% endhint %}

Steps to sign up for official WeChat Service Account & integrate their official API with us:

1. Go to [WeChat Official Account Platform](https://mp.weixin.qq.com/?lang=en_US\&token=).
2. **Select** *Service Account*. The account type cannot be changed after creation.&#x20;

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2Fq4ajQ3hNV2OQrUoHC62e%2Fservice%20account.png?alt=media&amp;token=28b8e21e-97b0-4f8d-9f75-094f2e232ce7" alt=""><figcaption><p>Select Service Account</p></figcaption></figure>
3. **Create** a user accoun&#x74;**.** Provide a secure email address as this will be used to access the admin panel. The email must not be linked to an existing WeChat Business Account. Enter the verification code sent to your email.&#x20;

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FIIFY2k3GtsxSllwqd32a%2Fcreate%20user%20account.png?alt=media&amp;token=808d3743-3371-4750-a80d-7eab5cbbed1d" alt=""><figcaption></figcaption></figure>
4. **Select** your country. The legal documents required are slightly different depending on the country where the company is registered.

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FXoQ9CP0gdIbCpqOBbh7J%2Fselect%20your%20country.png?alt=media&amp;token=8c64b352-4230-4f75-94b9-b17ea97ce4fd" alt=""><figcaption><p>Select your country</p></figcaption></figure>
5. **Submit** the identification information of the company and the account admin. This includes:

   * Your company’s officially-registered name and registration number
   * The account operator's name, mobile phone number, and passport ID number

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2F3i5lsBZAXQY33yXjH4kX%2Fsubmit%20company%20application.png?alt=media&amp;token=b48c9103-b751-42bf-af9c-af2139cf278f" alt=""><figcaption></figcaption></figure>
6. **Choose** an account name and provide a description. Create the account name. Add a short description of the account, and you are good to go.
   \*

   ```
   <figure><img src="/files/fjdXB3h1JVqkwFmiMPV5" alt=""><figcaption></figcaption></figure>
   ```
7. That's it! You've created a WeChat Official Account. Once you're logged into the WeChat Official Accounts Platform, you’ll receive the following notification.

{% hint style="info" %}
**Tips**: Unverified accounts don’t have access to advanced features like sending push notifications, creating Mini-Programs or using WeChat Pay. More importantly, they’ll be canceled after 30 days.
{% endhint %}

### WeChat Business Best Practices

#### Ways to start a conversation

WeChat has two helpful features to get your customers to follow your Service Account and start a conversation: **WeChat QR codes** and **in-app searches**.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FijPfMmMzvjdLGJRxNszX%2Fways%20to%20start%20a%20chat.png?alt=media&amp;token=b9a1ae50-46c0-43c5-8e43-2dd9ae52be6a" alt=""><figcaption><p>Ways to start a chat on WeChat Official Account</p></figcaption></figure>

**In-app Search**

Most messaging apps like LINE require users to enter a business account name to find them in the app. However, WeChat users can also search for official accounts by a keyword in the business description in addition to the display name. Businesses with a Chinese display name can include their English name in the short description, increasing their chance of being discovered outside China. Now that you know how to find your customers on WeChat, it’s time to start messaging them.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FMLrAPlKI5egcDj0x2WHx%2Fwechat%20in%20app%20search.png?alt=media&amp;token=319882df-806c-4741-8337-047f000b93ce" alt=""><figcaption><p>WeChat In-app search</p></figcaption></figure>

#### How to message your customer?

When it comes to 1:1 messaging, businesses should look out for messaging windows and read receipts. WeChat Official Accounts have a messaging window and they don’t provide read receipts. Messaging windows are popular in business messaging. They limit the amount of time businesses have to chat with customers in order to prevent spamming. WeChat Official Accounts have a messaging window of 48 hours.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FTLaUcJMkBkdmOPtWb6zD%2Fwechat%20business%20messaging.png?alt=media&amp;token=827d3c8f-5f46-4710-b6a8-a4a17c2f3fe7" alt=""><figcaption><p>1-to-1 messaging on WeChat Official Account</p></figcaption></figure>

#### How to broadcast your message?

Once you’ve got 1:1 messaging figured out, you can start exploring broadcast messaging. WeChat broadcasts are not very conventional. In fact, WeChat refers to them as *push messages,* but they look more like newsletters.

From the WeChat Official Account inbox, users can customize broadcasts including adding rich content, creating a broadcast with an HTML editor or even broadcasting Mini Programs. WeChat users can like, comment and share broadcasts on WeChat and other platforms.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2Fp4aCq3p5BqMaGyzapQCC%2Fwechat%20broadcast.png?alt=media&amp;token=23b77fb9-e5fb-4443-97bd-e3a26e5b4e99" alt=""><figcaption><p>Broadcast Messsaging for WeChat Official Account</p></figcaption></figure>

WeChat permits businesses to broadcast all types of content, as long as it complies with [WeChat’s Acceptable Use Policy](https://www.wechat.com/en/acceptable_use_policy.html). This includes promotional messaging like sales messages, coupons and discounts. Do note that contacts might unfollow or block you if they find your messages irrelevant or annoying.

WeChat broadcasts can only be sent through the WeChat Official Account inbox. WeChat doesn’t place limitations on the number of recipients per broadcast, but you’ll need to get customers to follow you first before you can broadcast to them.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FgNsj5u82P4VUq83S7KGC%2Fwechat%20broadcast%20UI.png?alt=media&amp;token=5d23d0ed-9741-45f2-a6ae-b964ec30036e" alt=""><figcaption><p>WeChat Broadcast UI</p></figcaption></figure>


# WeChat 2-Step Integration

Follow the 2-step process to integrate your WeChat Business account.

Sign in to the WeChat Official Accounts Platform

1. Using your sign-in credential, sign to the [WeChat Official Accounts Platform](https://mp.weixin.qq.com/?lang=en_US\&token=).
2. Navigate to the **Basic Configuration | 基本配置 page.**
3. Find the AppID and add it to the corresponding field on the ochats.io platform.
4. To generate the App Secret, you will have to pass two verification steps.
5. Scan a QR code on the webpage
6. Re-enter your account password
7. Once you've completed the security measures, a brand new App Secret will be generated. Add it to the corresponding field on the ochats.io platform.
8. Click **Submit**.
9. Copy the list of whitelisted IPs in your WeChat Business channel
10. Add Whitelisted IPs on the WeChat Official Accounts Platform
11. On the WeChat Official Accounts Platform, click the **Change Configuration** button to open the **Server Configurations** dialog.
12. Add the generated URL from the ochats.io platform to the URL field on the WeChat platform.
13. Add the generated Token from the ochats.io platform to the Token field on the WeChat platform.
14. On the WeChat platform, generate the encoding key and select Plain Text Mode for message encryption.
15. **Enable the configuration** Locate the green enable button and click it. The button will then change to red.


# Connect Your Email Account

Connect your existing email inbox via SMTP and IMAP settings.

Connect to your existing email account via SMTP. Then, receive and reply email from oChats. Here is a simple guide on how to fill in the required field in the form

* **From Email**: Insert your email address
* **SMTP Settings**
  * **Email**: Insert your email address
  * **Password**: Insert your email password
  * **Server**: Insert your stmp server link. You can get this information from your **email provider**. Usually it comes in this format <*stmpserver.inbox.com*> or <*mail.companyname.com*>.
  * **Port**: Insert port number. You can get this information from your email provider. The number is usually:
    * Port **465**
    * Port **993**
    * etc
  * **Username**: Insert your email address
  * **Secure connection (TLS/SSL)**: This server requires a secure connection (TLS/SSL): You can check this information with your email provider whether your email requires secure connection or not.

{% hint style="info" %}
Enable **IMAP access** & use **2-step verification password** for IMAP. Check out this guide for more information.
{% endhint %}

* **IMAP Settings**
  * **Server**: Insert your stmp server link. You can get this information from your **email provider**. Usually it comes in this format <*stmpserver.inbox.com*> or <*mail.companyname.com*>.
  * **Port**: Insert port number. You can get this information from your email provider. The number is usually:
    * Port **465**
    * Port **993**
    * etc
  * **Username**: Insert your email address
  * **Secure connection (TLS/SSL)**: This server requires a secure connection (TLS/SSL): You can check this information with your email provider whether your email requires secure connection or not.

## Connecting a Gmail account

Gmail uses its own fixed SMTP/IMAP servers and requires an **App Password** instead of your regular account password when connecting a third-party app like oChats.

### Step 1: Email credentials

* **Email**: your Gmail address
* **Password**: your Gmail **App Password** (see note below — not your regular Gmail password)

### Step 2: SMTP settings (for sending mail)

* **Server**: `smtp.gmail.com`
* **Port**: `587`
* **Username**: your Gmail address
* **Secure connection (TLS/SSL)**: Yes

### Step 3: IMAP settings (for receiving mail)

* **Server**: `imap.gmail.com`
* **Port**: `993`
* **Username**: your Gmail address
* **Secure connection (TLS/SSL)**: Yes

{% hint style="warning" %}
**Important notes:**

* Gmail requires an **App Password** rather than your regular account password when connecting third-party apps. You'll need **2-Step Verification** turned on for your Google account to generate one (Google Account → Security → App Passwords).
* Make sure **IMAP access** is enabled in Gmail: Settings → See all settings → Forwarding and POP/IMAP → Enable IMAP.
  {% endhint %}


# Enable IMAP access

Email configuration onfiguration for Gmail, Outlook and more.

Enabling IMAP access allows you to receive incoming email from your customers.

### How to enable IMAP access & use your 2-step verification?

Gmail

1. Please enable IMAP access from using [Link](https://mail.google.com/mail/u/0/#settings/fwdandpop)
2. Use 2-Step Verification Password for IMAP [Link](https://myaccount.google.com/signinoptions/two-step-verification?pli=1\&rapt=AEjHL4NIDtJTEknfKFZix90zCFNSg6ij-dyUlMbaT-TykkUn8v9m6inBMVft5PlibcPni-4pAsnshscwL3k-AMBBkCSoq-FJmQ)

Outlook

Please follow this [guide](https://support.microsoft.com/en-au/office/pop-imap-and-smtp-settings-for-outlook-com-d088b986-291d-42b8-9564-9c414e2aa040) if you are using Microsoft Outlook. Remember to activate your 2-step verification.

Yahoo

Please follow this [guide](https://help.yahoo.com/kb/SLN4075.html) if you are using Yahoo Mail. Remember to activate your 2-step verification.

Other Email Provider

Please contact your email provider to enable IMAP (if needed). Remember to activate your 2-step verification.


# Managing & Uploading Contacts

Manage your contacts with oChats.io's built-in CRM and tag management system.

oChats.io has a built-in customer relationship management (CRM) system. You can manage your contacts with built-in tag management system.

{% embed url="<https://youtu.be/nktiZlKbC4c>" %}


# How to upload a new contact?

Add a single new contact to your oChats.io workspace manually.

## Written Steps:

1. Go to **Contacts**
2. Select **Upload new contacts**&#x20;

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2F9Yw9YS5zNw8q6oWMbocU%2Fcontact%201.JPG?alt=media&amp;token=b7d7d99c-2bfa-420d-8dbe-f84c4f67b030" alt=""><figcaption></figcaption></figure>
3. Fill in all the information (*Always remember to insert country code in front of phone number*)
4. Select **Submit**

### **Visual Steps**

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2Fz7LgBSL0c7rG6sAJEiB6%2Fupload%20contact%20-%201.JPG?alt=media&amp;token=36492863-20c6-4d26-9d15-b16c4c94667d" alt=""><figcaption><p>Step 1, 2, 3 &#x26; Save</p></figcaption></figure>


# How to upload new contacts in bulk?

Import a full list of contacts at once via file upload instead of adding them one by one.

## Written Steps:

1. Go to **Contacts**
2. Select **Upload new contacts**&#x20;

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2F9Yw9YS5zNw8q6oWMbocU%2Fcontact%201.JPG?alt=media&amp;token=b7d7d99c-2bfa-420d-8dbe-f84c4f67b030" alt=""><figcaption></figcaption></figure>
3. Select **Download Template File**&#x20;

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FJCseUW9HmoSFxzcMIcDP%2Fcontact%202.JPG?alt=media&amp;token=e822e9be-27ce-43e4-be80-8be9f1d79078" alt=""><figcaption></figcaption></figure>
4. Open the Excel Template File and fill in all the information based on the example in the Template File. (*Always remember to insert country code in front of phone number*)
5. Save the Excel Template File.&#x20;
6. Select **Import**&#x20;

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FzwzS7kV3gSt4gaOneRPn%2Fcontact%203.JPG?alt=media&amp;token=3dac5359-2b20-45fe-9b2c-0e680e8794ca" alt=""><figcaption></figcaption></figure>
7. Upload the Excel Template File
8. Select **Upload**

## **Visual Steps**

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FNsYVsQg1CqPjAfsrnRFV%2Fupload%20contact%20in%20bulk%20-%201.JPG?alt=media&amp;token=c98e81a1-2c21-4490-a1d4-6e8a535a5899" alt=""><figcaption><p>Step 1 &#x26; 2</p></figcaption></figure>

**Import Template Guide**

Download the template below and fill in one contact per row. The **first row is the header row — keep it and do not reorder the columns**. Columns are read by their position (A, B, C…), not by their header text. Leave a cell blank to skip that field.

**Columns**

| Col   | Field        | Required    | What it is & possible values                                                                                                                                                                    |
| ----- | ------------ | ----------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **A** | `channel_id` | Yes         | Which channel this contact belongs to. Use a single number:**1** — WhatsApp (incl. Cloud API)**2** — Facebook Messenger**3** — Instagram**4** — LINE**5** — Telegram**6** — Email**7** — WeChat |
| **B** | `sender_id`  | No          | **Leave this blank.** It's a technical ID the system fills in automatically when the contact first messages you on that channel.                                                                |
| **C** | `first_name` | Yes         | Contact's first name. Free text.                                                                                                                                                                |
| **D** | `last_name`  | No          | Contact's last name. Free text.                                                                                                                                                                 |
| **E** | `phone`      | Recommended | Full international number, digits only, no `+` or spaces — e.g. `14155550123`. Used to match & update an existing contact.                                                                      |
| **F** | `wa_id`      | No          | WhatsApp ID — usually the same digits as the phone number. Relevant only for WhatsApp (channel 1).                                                                                              |
| **G** | `email`      | Recommended | Valid email address. Used together with phone to match & update an existing contact.                                                                                                            |
| **H** | `tags`       | No          | Comma-separated labels, e.g. `vip,lead,newsletter`.                                                                                                                                             |
| **I** | `address`    | No          | Postal / physical address. Free text.                                                                                                                                                           |
| **J** | `opt_in`     | No          | Messaging consent: **1** = opted in, **0** = not opted in. Defaults to not opted in if blank.                                                                                                   |
| **K** | `image`      | No          | Public URL of the contact's avatar image.                                                                                                                                                       |
| **L** | `merge`      | No          | Internal merge flag. Leave blank unless instructed otherwise.                                                                                                                                   |

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FZEYhsEe6rsu9WfcRLDfU%2Fbulk%20contact%20upload%20via%20excel.png?alt=media&amp;token=cdb11905-d969-4abb-a216-7aa229a89049" alt=""><figcaption><p>Step 3</p></figcaption></figure>

{% hint style="info" %}
**How matching works:** within your workspace, a row is matched to an existing contact by `email` *or* `phone`. If a match is found the contact is updated (blank cells are ignored, so they won't erase existing data); otherwise a new contact is created. Provide at least a phone number or email so duplicates aren't created.
{% endhint %}

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2F7npR6vr5DkrIoAzdfual%2Fupload%20contact%20in%20bulk%20-%203.JPG?alt=media&amp;token=5a47b3b4-6d27-469e-865d-07fb7d2e3ad8" alt=""><figcaption><p>Step 4</p></figcaption></figure>

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FcIOiDKJ2A3cDM7gmrstB%2Fupload%20contact%20in%20bulk%20-%204.JPG?alt=media&amp;token=ec2ffd00-179f-4353-b3ec-e2b76432dcd7" alt=""><figcaption><p>Step 5 &#x26; 6</p></figcaption></figure>


# How to merge & unmerge contact?

Combine duplicate contact records into one, or split a merged contact back apart.

## How to merge contact?

### Steps:

1\.            Go to **Contacts** > **All Contacts**&#x20;

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FHlevBtoMgPz7dXu5HeL1%2Fmerge%201.JPG?alt=media&amp;token=2b02879a-47bf-45da-b7c9-1ded32774698" alt=""><figcaption></figcaption></figure>

2\.            Select all the contacts you want to merge by ticking the box icon

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FjpP1sL4xVQzkxuIysfew%2Fmerge%202.JPG?alt=media&amp;token=2d39edd4-c7ed-49a6-a9ff-9c302de5c0ee" alt=""><figcaption></figcaption></figure>

3\.            Select **Merge**

&#x20;

## How to unmerge contact?

### Steps:

1\.            Go to **Contacts** > **All Contacts**

2\.            Select all the contacts you want to unmerge by ticking the box icon

3\.            Select **Unmerge**


# Setting Up Your Profile

Create your business profile and individual agent profile.

### Steps:

1. Go to top right corner & click on **Edit Profile**

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FfSOF7ztec2oIgD75Gvqr%2FSetup%20profile%20-%201.JPG?alt=media&amp;token=b3b589d9-8086-4ba4-a9c2-6cc5f5ab6258" alt=""><figcaption></figcaption></figure>

2. Fill in all the information

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2F8VNOAiNV8Mrjs3BPaa3v%2FSetup%20profile%20-%202.JPG?alt=media&amp;token=07fad949-8af6-4680-8cf0-62984ec19b8c" alt=""><figcaption></figcaption></figure>

3. Click on **Update Profile**&#x20;

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FuknM9THjbR6Ny8o93dT7%2FSetup%20profile%20-%203.JPG?alt=media&amp;token=ebc63b76-b235-43b6-87f9-c47134fbcd96" alt=""><figcaption></figcaption></figure>

4. Set your timezone based on your location. This way in the future, you can send the Broadcast message in the correct timezone based on your location.
5. Set your business hours. This is important especially when you want to automate your message during off business hours and on business hours in Workflow module.


# Messages Module Overview

Reply to your customer across all communication channels

Manage all your incoming and outgoing messages in this section.&#x20;

{% embed url="<https://youtu.be/KSCN1PHfSRs>" %}

{% hint style="warning" %}
**Important Note**: All WhatsApp conversations are bound with 24 hours restriction. If there is no conversation (*between your customer and you*) within 24 hours, the WhatsApp chat will be automatically locked.&#x20;

This restriction is set by Meta. Meta always encourages customer to initiate the conversation first.&#x20;

However, if you (*as a business owner*) wants to initiate the conversation first, you need to create/submit a new WhatsApp template to Meta for approval before you can initiate/send out your message to your customer. You can learn more in [Meta documentation](https://developers.facebook.com/docs/whatsapp/conversation-types). You can learn how to submit/create your WhatsApp template [here](/module-tutorial/settings/whatsapp-templates).
{% endhint %}


# How to Edit a Contact's Name

Rename a contact directly from the Messages section.

### Steps:

1. Go to **Message**
2. Select the contact you want to edit his/her name
3. Click on the **pencil icon** next to the name

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FewmsbnuTibXuWSNnb2eI%2FMessages%20-%20edit%20name%20-%201.JPG?alt=media&amp;token=b33b95d6-ac29-4f01-9301-a8d4f83db371" alt=""><figcaption></figcaption></figure>
4. Edit the name you desired

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FsqPV2nQFjikfUZd9JFzE%2FMessages%20-%20edit%20name%20-%202.JPG?alt=media&amp;token=bbdfc852-db78-44fd-954f-82e6df9258c4" alt=""><figcaption></figcaption></figure>
5. Click on the **green tick** **button**.


# How to open CRM pop out widget?

Open the CRM pop-out widget to view contact details while chatting.

### Steps:

1. Go to **Message**
2. Click on the contact you want to access the CRM widget
3. Click on the name of the contact on the top of chat box

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FQgMLs6jaSGKedFuzckVT%2FMessages%20-%20open%20CRM%20pop%20out%20-%201.JPG?alt=media&amp;token=e737e140-cbfe-4e6f-966c-e8ccff4f3be0" alt=""><figcaption></figcaption></figure>
4. You will see a box pops out on your right-hand side
5. Once you insert whatever information you want to insert, it will auto saved & update the information to your contact list


# How to reply customer with another channel?

Switch to a different connected channel when replying to a customer.

{% hint style="info" %}
**Important note**: Before you are able to select which channel to reply to customer, you need to ensure that the contacts of a same person from different channels are merged first. If it is not merged, you will only see 1 channel selection.
{% endhint %}

{% hint style="info" %}
**oChats.io tip**: You can always schedule/create a broadcast campaign with the channel you want to reply to your customer first. Once your customer replies your message, it will automatically register in the Contacts. Then, you merge your contact. Finally, you will see there are more than 1 selection for you to choose on which channel to reply to customer.&#x20;
{% endhint %}

### Steps:

1. Go to **Message**
2. Select the contact you want to reply to
3. In the chat box, you will see a drop down. Click on it. (*If you see only 1 channel selection, please ensure you merge the contact first. To merge the contact, please read below*)

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2Fc6RVCxvFM7hMQSyrrsug%2FMessages%20-%20reply%20customer%20using%20another%20channel%20-%201.JPG?alt=media&amp;token=d5659b39-6b71-43f1-85a4-5c47dabf01dc" alt=""><figcaption></figcaption></figure>
4. Select the channel you want to reply back to your customer.

#### If you don't know how to merge/unmerge contact, you may refer to this tutorial.

{% content-ref url="/pages/qbsor99QfNzYB8df3hU1" %}
[How to merge & unmerge contact?](/module-tutorial/upload-contacts/how-to-merge-and-unmerge-contact)
{% endcontent-ref %}


# How to use snippet in message section quickly?

Use a saved snippet shortcut to send messages faster in chat.

### Steps:&#x20;

1. Go to **Message**
2. Select the contact you want to use Snippet
3. In the chat box, please type this sign “**/**” and the list of snippets will appear for selection. If you type this sign “**@**”, a list of WhatsApp template messages will appear for selection.

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FD8dEMllx8pnLoJ3mWgqY%2FMessages%20-%20snippet%20-%201.JPG?alt=media&amp;token=f054a05d-26d6-4d9f-b5cf-4b6131db5980" alt=""><figcaption></figcaption></figure>


# Use WhatsApp Templates Quickly in Messages

Insert an approved WhatsApp template message with one shortcut.

### Steps:&#x20;

1. Go to **Message**
2. Select the contact you want to use WhatsApp Template Message
3. In the chat box, please type this sign “**@**”, a list of WhatsApp template messages will appear for selection. If you type this sign “**/**”, the list of snippets will appear for selection

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2F16WMF5NlRapdkJYNmhMO%2FMessages%20-%20template%20message%20-%201.JPG?alt=media&amp;token=5f511138-4447-4ffc-9381-595df172b915" alt=""><figcaption></figcaption></figure>


# Send a Personalized WhatsApp Template

Personalize a WhatsApp template with fields like first and last name.

There are 2 ways to send out personalized WhatsApp template message which has already approved by Meta.&#x20;

1. Send WhatsApp template message to 1 person
2. Send WhatsApp template message to many people

**Send WhatsApp template message to 1 person**

1. Go to **Message** module
2. Select one of the conversations
3. Type **@**&#x20;
4. Select one of the WhatsApp template selections
5. Insert your variable
6. Click **Send**

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2Fe7BAzPmHzXrMrc1jwxbk%2Fsend%201%20personalized%20whatsapp%20template%20message.png?alt=media&amp;token=9ac9d23a-2420-4540-9e9f-235b3ee81610" alt=""><figcaption><p>Send 1 personalized whatsapp template message</p></figcaption></figure>

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2Fr6e4a7MOAjZojLxTxwak%2Ffill%20in%20variable%20in%20whatsapp%20template%20message%20.png?alt=media&amp;token=dde3b4b5-00a0-4305-a088-5563730d0cb3" alt=""><figcaption><p>Fill in variable in WhatsApp template message</p></figcaption></figure>


# How to book an appointment?

Schedule a meeting from chat with a built-in video link.

## Appointment Booking Form

The Appointment Booking Form module allows you to schedule meetings and consultations with your clients seamlessly without leaving your chat dashboard. It automates the scheduling process and ensures both you and your customer have all the necessary meeting details instantly.

### 📅 How to Book an Appointment

Follow these steps to schedule an appointment with a customer during an active conversation:

#### Step 1: Open the Chat Session

Navigate to your Messages module and select the active conversation with the customer who wants to book an appointment.

#### Step 2: Open the Appointment Form

On the right-side information panel or chat shortcut menu, click on the Appointment Booking Form icon to launch the scheduling widget.

#### Step 3: Fill in the Meeting Details

Enter the relevant information for the session:

* Customer Details: (Automatically populated from the active chat profile).
* Date & Time: Select the agreed-upon date and time slot for the meeting.
* Meeting Subject: Add a short title or reason for the appointment (e.g., *Product Demo*, *Consultation Call*).

#### Step 4: Configure the Meeting Link

By default, the appointment booking form is natively integrated with a Jitsi meeting link.

> 💡 Using Alternative Platforms: If you prefer to use another meeting provider (such as Zoom or Google Meet), simply create a separate meeting link from your preferred external calendar, then copy and paste that meeting link directly into our appointment booking form field.

#### Step 5: Save and Send

Click Confirm / Book Appointment. The system will automatically generate the booking confirmation and send the meeting details—including the link—directly to the customer's chat timeline.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FspIX3uPOt5RlRag4ieCH%2Fimage.png?alt=media&amp;token=0423a8d3-6d93-468e-9029-368da29dfd58" alt=""><figcaption></figcaption></figure>

By default, the form features a native integration with [Jitsi](https://jitsi.org/) to generate meeting links automatically. If you prefer to use an alternative platform (such as Zoom or Google Meet), simply generate a meeting link from your preferred external calendar and paste it directly into the appointment booking form.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FcseghG55zZ6YbHRgVnLW%2Fimage.png?alt=media&amp;token=6569990a-844e-44bb-99a6-f3777c5ddd8d" alt=""><figcaption></figcaption></figure>


# Quick Reply Automation

Auto-send a preset reply when a specific trigger message is detected.

Quick reply allows you to create automated message & send it automatically as the first message when it detects the *exact* trigger message. For example, when someone types "Hi" to initiate conversation with you, the system will automatically send out the preset answer.&#x20;

You can use this function to preset Greeting message. For example:

* Greeting message
  * "*Hi. Welcome to ABC company. How can I help you today?*"

Learn how to set **Quick Reply** message by clicking the **Next** button below.


# How to set greeting message?

Set an automatic greeting message for new conversations.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FCIjSDVOEa3SbITwJKaOE%2Fquick%20reply%20-%201.JPG?alt=media&amp;token=bd0e52be-c4a0-4d16-8b06-f9e29ebb010a" alt=""><figcaption><p>Step 1 &#x26; 2</p></figcaption></figure>

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FnMddV4kTa4ENIfPOiGth%2Fquick%20reply%20-%202.JPG?alt=media&amp;token=86a3cfda-12e1-49a0-b23d-9600c7d1410d" alt=""><figcaption><p>Step 3, 4 &#x26; 5</p></figcaption></figure>

{% hint style="info" %}
**Important Tips**: It is advisable for you to use **Quick Replies** function as a Welcome message. It will be easier for you to predict what customer replies.
{% endhint %}

### Steps:

1. Go to **Quick Replies**
2. Select **+Create Quick Replies**
3. Insert the message you think your customer will initiate the conversation first. For example, when anyone initiates a conversation first, they will start with "**Hi**", "**Hello**" or "**Hai**".&#x20;
4. Insert the Quick Replies answer you want to send out. The system will auto detect the exact same message and send out the preset Quick Replies answer.&#x20;
5. Select the status (Active / Inactive) of the Quick Replies message.
6. Click **Submit**


# Broadcast Messaging

Schedule and send broadcast messages to your contacts.

{% tabs %}
{% tab title="WhatsApp" %}

## Steps:

1. Go to **Broadcast**
2. Click on **+ Create Broadcast**
3. Select the channel you want to broadcast

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FNWTRgVv9tRAY6u1myO1v%2Fbroadcast%201.png?alt=media&amp;token=22cb1a2f-f2a1-46ac-b50d-21a462cf3b52" alt=""><figcaption></figcaption></figure>
4. Select **Schedule Now**/**Schedule Later**
5. Insert **Broadcast Name** (*this information serves as your reference purpose only*)
6. Select type of broadcast
   * **One to One**: Send message to any/all of the contacts with specific tag. However, this function will not work on WhatsApp conversation if the contact you want to send to has not contacted you for more than 24 hours. If this happens, please choose **Template Message**
   * **Template Message**: Use this template message to initiate/send the message to your customer first.&#x20;
7. Insert/Choose the text message/template message you want to send out.
   * **One to One**: Insert text message & upload any media (*if any*).
   * **Template Message**: Choose one of the approved templates.
8. Select your **Target Audience** with all/any of the selected tag(s).

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FfxX2n2ln0u5xaKpSQQtt%2Ftag%201.png?alt=media&amp;token=6da5d1d8-2f0e-45a8-9ab8-e311d3c8bf55" alt=""><figcaption></figcaption></figure>
9. Insert the tag you want to target and press **Enter**.
10. Click **Submit**.
    {% endtab %}

{% tab title="Facebook" %}

## Steps:

1. Go to **Broadcast**
2. Click on **+ Create Broadcast**
3. Select the channel you want to broadcast

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FNWTRgVv9tRAY6u1myO1v%2Fbroadcast%201.png?alt=media&amp;token=22cb1a2f-f2a1-46ac-b50d-21a462cf3b52" alt=""><figcaption></figcaption></figure>
4. Select **Schedule Now**/**Schedule Later**
5. Insert **Broadcast Name** (*this information serves as your reference purpose only*)
6. Insert the text message you want to send out upload any media (*if any*).
7. Select your **Target Audience** with all/any of the selected tag(s).

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FfxX2n2ln0u5xaKpSQQtt%2Ftag%201.png?alt=media&amp;token=6da5d1d8-2f0e-45a8-9ab8-e311d3c8bf55" alt=""><figcaption></figcaption></figure>
8. Insert the tag you want to target and press **Enter**.
9. Click **Submit**.
   {% endtab %}

{% tab title="Instagram" %}

## Steps:

1. Go to **Broadcast**
2. Click on **+ Create Broadcast**
3. Select the channel you want to broadcast

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FNWTRgVv9tRAY6u1myO1v%2Fbroadcast%201.png?alt=media&amp;token=22cb1a2f-f2a1-46ac-b50d-21a462cf3b52" alt=""><figcaption></figcaption></figure>
4. Select **Schedule Now**/**Schedule Later**
5. Insert **Broadcast Name** (*this information serves as your reference purpose only*)
6. Insert the text message you want to send out upload any media (*if any*).
7. Select your **Target Audience** with all/any of the selected tag(s).

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FfxX2n2ln0u5xaKpSQQtt%2Ftag%201.png?alt=media&amp;token=6da5d1d8-2f0e-45a8-9ab8-e311d3c8bf55" alt=""><figcaption></figcaption></figure>
8. Insert the tag you want to target and press **Enter**.
9. Click **Submit**.
   {% endtab %}
   {% endtabs %}

## Visual Steps

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FqJQ3uDUNb4wXgdk9wJNX%2Fbroadcast%20-%201.JPG?alt=media&amp;token=4a71263c-797b-4605-bf0e-a1f481224335" alt=""><figcaption></figcaption></figure>

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FvSQkGOsYXx8ZloRSkPfa%2Fbroadcast%20-%202.JPG?alt=media&amp;token=98c5fef1-60a1-410f-b4b3-d96f67f3b94f" alt=""><figcaption></figcaption></figure>

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FkoPke7Qc2NGYncrssv6A%2Fbroadcast%20-%203.JPG?alt=media&amp;token=27fcd640-f585-4562-a48c-263b21688569" alt=""><figcaption></figcaption></figure>

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FHy4sq2GrM58KNcE35AVy%2Fbroadcast%20-%204.png?alt=media&amp;token=591223a3-51e1-44ed-8a0d-f52775eb1d53" alt=""><figcaption></figcaption></figure>

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FScEgAnEwWDe4JQ9oq39G%2Fbroadcast%20-%205.png?alt=media&amp;token=7e53c346-bd70-40cb-a955-bdf563747d32" alt=""><figcaption></figcaption></figure>

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2Fut0E3LbK1J3mxUdOenfH%2Fbroadcast%20-%206.JPG?alt=media&amp;token=f52bc69b-bf9c-4932-b09a-5fa745f02bde" alt=""><figcaption></figcaption></figure>


# Personalized Broadcast

Personalize broadcasts with dynamic fields like first name.

Now, you can personalized your broadcast message. For example,&#x20;

*Welcome to oChats.io, <**first name**> <**last name**>. How can I help you today?*

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FUqoWRfcgEZopJmdHjZmt%2FScreenshot%202022-12-26%20143957.png?alt=media&amp;token=3e1f69fa-943c-4ffd-9e5c-70cfc8743747" alt=""><figcaption><p>Personalized your broadcast message</p></figcaption></figure>


# Personalized Broadcast for WhatsApp

Personalize WhatsApp template broadcasts with Param fields.

Now, you can personalized your broadcast message with WhatsApp template messages. For example,&#x20;

*Welcome to oChats.io, <**first name**> <**last name**>. How can I help you today?*

All you need to do is to insert the value in the **Param** box.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FRgcaswwcd2GftPVitQ89%2Fbroadcast%20many%20personalized%20whatsapp%20template%20messages.jpg?alt=media&amp;token=8da274d3-2248-4258-801f-d15839d3e6ce" alt=""><figcaption></figcaption></figure>


# Reminder Broadcast

Create and schedule an automated reminder broadcast message.

Now you can create and schedule any reminder message. For example,

* License renewal
* Insurance expiry date
* Birthday wish
* Appointment reminder
* etc&#x20;

Any reminder which you can think of with a date.&#x20;

{% hint style="info" %}
**Important Note**: Please remember to update your contact database with expiry date in each contact. You can create expiry date using custom field contact. If you don't know how to create custom field contact, please read [this](/module-tutorial/settings/contact-fields).
{% endhint %}

### How to create reminder message?

1. Go to **Broadcast**.
2. Create Broadcast.
3. Choose your channel.
4. Select **Reminder** option
5. Select the Custom Field which you have created for expiry date
6. Select how many duration before you want to send the reminder message to your contacts
7. Insert Broadcast Name
8. Fill in necessary details
9. Insert the relevant tags on who you want to target.


# Download Broadcast Report

Export a completed broadcast campaign's delivery status and recipient details to Excel.

Now, you can download broadcast report easily. After you have completed your broadcast campaign, you can download the report here.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FOcrUO9ZSCltfYJiixfby%2Fimage.png?alt=media&amp;token=4b3125ae-54ec-48ea-a23c-e1a37038bd3a" alt=""><figcaption></figcaption></figure>

Once you have downloaded/export the broadcast report, you will see these information in Excel sheet.&#x20;

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FwCRPqso1l63msgfNvSz7%2Fimage.png?alt=media&amp;token=f49e5fce-9401-410a-915d-ece6ba8e5ade" alt=""><figcaption></figcaption></figure>

Here are the fields you can see:

* First name
* Last name
* Mobile number
* Email
* Type of channel
* Status (Over here, you can see different status for every number. We categorize it to these status)
  * Replied
  * Sending
  * Failed
  * Processing
  * Queued


# Workflow Automation (Beta)

Automate incoming inquiries with workflow automation

Workflow function allows you to automate incoming inquiries easily. Here are some of the examples of workflow you can create

* [oChats.io](https://wa.me/60166736057)
* [Maxis](https://wa.me/60123451123)
* [CIMB](https://wa.me/60322610888)
* [Air Selangor](https://wa.me/60320885400)

Next, we will guide you through every function within the workflow.

### Trigger

Trigger is defined as an event that causes a workflow to be activated / ran / launched / executed. We have built 4 types of triggers for your workflow

* **Open conversation**: When someone starts a conversation, a specific workflow will be triggered. It can be either user or business starts an existing conversation (*in other words, existing contact which has messaged you before*).&#x20;
* **Closed conversation**: When someone closes/ends a conversation, a specific workflow will be triggered. Only business is allowed to close a conversation.
* **Add to contact list**: When a contact is added into Contacts section, a specific workflow will be triggered. This trigger is suitable to use when a new contact messages you for the first time.
* **Add a tag**: When someone added a tag, a specific workflow will be triggered.

### Action

Action is defined as a specific action which is ready to be executed if a trigger has executed. We have built 13 actions which you can use it in your workflow.

* **Wait duration**: Wait for a certain duration before execute an action.
* **Send message**: Send saved message to your customer.
* **Send WhatsApp template message**: Send approved WhatsApp template message to your customer.
* **Receive message**: Receive a message from customer (*Type of what message you expect to receive from your contact*).
* **Default message**: Default message will be sent out when your customer replies the wrong message. For eg, if your customer didn't reply back one of the options in *Receive Message* function, then this *Default Message* will be triggered and sent to your customer.
* **Update tag**: Update a specific tag in the Contact section.
* **Update email**: Update customer's email.
* **Update contact number**: Update customer's contact number.
* **Update country**: Update customer's country.
* **Update language**: Update customer's language.
* **Assign to a team members**: Assign the current conversation to a specific team member.
* **Jump to another workflow**: Continue the current workflow to another workflow.
* **Open conversation**: Open a conversation
* **Close conversation**: Close/End a conversation
* **On Business Hours**: Coming soon
* **Off Business Hours**: Coming soon

Hopefully, this provides a quick guide for your understanding. If you need our help to build chatbot for your business, please visit our [website](https://ochats.io/website-chat-bot-malaysia/) for more information on chatbot development service.

{% hint style="info" %}
**Tips**: It is recommended to build a chatbot with great user experience in mind. Don't build too many complex layers because it leaves a bad taste in your customer experience. Make sure leave an obvious option for customer to reach out to live agent.
{% endhint %}

{% embed url="<https://youtu.be/QqtL5WAJ7mM>" %}

Now, let's build a workflow chatbot.&#x20;


# Tickets Module Guide

Manage, prioritize, and resolve support tickets in one place.

### 📋 Step 1: Managing Tickets in One Location

Our primary ticket dashboard utilizes a flexible, Kanban-style drag-and-drop interface designed for visual clarity and speed.

1. Navigate to the Tickets module from your main left-hand sidebar menu.
2. Review your open issues spread across custom status columns (e.g., *Open*, *In Progress*, *Pending*, *Resolved*).
3. To update a ticket's status, simply click and drag the ticket card from its current column and drop it into the new status column.
4. Use the top filters to quickly sort your pipeline by priority level, assignee, or creation date.

***

### 💬 Step 2: Creating a Ticket Directly from a Chat

You do not need to leave a customer conversation to log a support ticket. You can create a ticket seamlessly while actively messaging a client.

1. Go to the Messages module and open the active customer conversation.
2. Look at the right-side information panel and click the "Create Ticket" button shortcut.
3. A ticket creation pop-up window will appear right over your chat interface.
4. Fill in the Ticket Details:
   * Ticket Title: Enter a clear, descriptive name for the issue.
   * Assignee: Select the specific agent or support team member responsible for handling the case.
   * Priority: Set the urgency level so your team knows what to tackle first.
5. Click Save / Create.

> 💡 Automated Context: The system automatically links the newly created ticket to the customer's profile, keeping their chat history and support logs perfectly synced without any manual copying and pasting.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FHMYSyUFG48q47Cq4lYb5%2Fimage.png?alt=media&amp;token=4fce7ddb-6554-4730-b254-629045cf0992" alt=""><figcaption></figcaption></figure>

Alternatively, you can create ticket directly in chat for your convenience.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FspIX3uPOt5RlRag4ieCH%2Fimage.png?alt=media&amp;token=0423a8d3-6d93-468e-9029-368da29dfd58" alt=""><figcaption></figcaption></figure>

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FAmOo0UrERKhSVAh30OPa%2Fimage.png?alt=media&amp;token=dce65686-3567-423b-9431-db9aac643829" alt=""><figcaption></figcaption></figure>


# Settings & Configuration

Configure templates, tags, users, API tokens, and webhooks.


# WhatsApp Templates

Create and submit a new WhatsApp message template for approval.

## Template format

Your template content should follow these guidelines:

* Please follow this file formats and their respective sizes which are accepted for upload:
  1. Image: JPEG and PNG (Max size 2 MB)
  2. Video: MP4 (Max size 20 MB)
  3. Document: PDF (Max size 2 MB)
* should be non-promotional text (no more than 1,024 characters)
* must be plain text and can contain alphabet, digits, special characters, emojis and WhatsApp-specific formatting (see [WhatsApp-specific formatting](https://faq.whatsapp.com/539178204879377))
* must have parameters like 1, 2, etc. and include the correct number of curly brackets (i.e., 2 on the left side of the number and 2 on the right side of the number).
* must not have floating parameters (i.e., lines with just parameters and no text).

<figure><img src="https://www.gupshup.io/whatsapp/assets/images/template-format.png" alt=""><figcaption></figcaption></figure>

## Steps:

1. Go to **Settings** > **WhatsApp Templates**
2. Select **+ Create Template**

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2Fbn3hnHh7aDMf9SNTouOQ%2Fwhatsapp%20template%201.JPG?alt=media&amp;token=4fc12c53-3d48-4d9a-bb46-0a6088ef0e4f" alt=""><figcaption></figcaption></figure>
3. Fill in these information
   * Mandatory
     * Template name
       * Name can only contain lowercase alphanumeric characters and underscores ( \_ )
       * For eg, **this\_is\_demo\_message**
     * Template category
     * Template language
     * Body
       * Insert whatever message you want to send to your recipients
   * Optional
     * Select Components
       * Header (*select either one*)
         * **Text**
         * **Image**
       * Add Footer text
       * Button (*select either one*):
         * **Select Call-to-Actions**: You can insert maximum 2 buttons (1 phone number for 1 button and 1 URL for another button). This structure is fixed by WhatsApp.
         * **Quick Replies**: You can insert maximum 2 buttons. Instead of inserting link inside, you can insert word inside the button. So when someone clicks on that button, it will reply back as whatever word you have inserted into that button in the first place. For eg, you insert “I’m interested”. When someone clicks on it, it will reply back with “I’m interested”
4. Click **Submit**
5. Wait for Meta approval. It will take 10 mins to 24 hours for approval result. You can check on your approval here (**Settings** > **WhatsApp Templates**)

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FUKDK1v4ZBmcasMhyigWc%2Fwhatsapp%20template.png?alt=media&amp;token=ccecde77-238d-4fbc-8a8d-767b5ca10dc6" alt=""><figcaption></figcaption></figure>

### How to personalize WhatsApp template message?

1. Go to **Settings** > **WhatsApp Templates**
2. Select **+ Create Template**
3. Fill in all of the required WhatsApp template information
4. When you fill up **Template Format** & **Sample Message** section, please remember to fill in with this formula in order to create personalized WhatsApp template message
   * **Template Format**
     * Create your template message with variable. Please use this sign {{ }} when you create any variable in your message template. Please use rank your variable by inserting number in your sign.
     * For eg, **Good day, {{1}}. I know you are from {{2}}.**&#x20;
       * {{1}} represents the first variable or information you want to insert in it
       * {{2}} represents the second variable or information you want to insert in it
   * **Sample Message**
     * Sample message is the section where you show WhatsApp Business team an example of a message which you intend to send out.
     * For eg, **Good day, Ben. I know you are from Singapore.**

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2F1T3bYFULuhVFwCPL4RtO%2Fpersonalized%20whatsapp%20template%20message%20.png?alt=media&amp;token=4cc2a18d-7408-49f1-a11e-144d6951520d" alt=""><figcaption><p>Personalized WhatsApp Template Message</p></figcaption></figure>


# Creating Message Snippets

Save a reusable text snippet to insert into any conversation.

{% embed url="<https://youtu.be/8ubfzDaI-Ks>" %}

### Steps:

1\.       Go to **Settings** > **Snippets**

2\.       Select **Add**

3\.       Insert snippet **Title** & write down the **Message**

4\.       Select **Active/Inactive** status

5\.       Select **Submit**

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FM4IpR8qQc31hBFitV4FO%2Fsettings%20-%20snippets%20-%201.JPG?alt=media&amp;token=fe3a8d34-0aed-4d23-8696-be415afa2eb0" alt=""><figcaption></figcaption></figure>

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2Ff8IbVdEcrty5vglCF4OO%2Fsettings%20-%20snippets%20-%202.JPG?alt=media&amp;token=cf4610d3-8a74-499d-901c-c85879e128b1" alt=""><figcaption></figcaption></figure>


# Managing Team Users

Invite team members and assign their organization and user permission access.

{% embed url="<https://youtu.be/B3eh5wtlGGY>" %}

## Steps:

1. Go to **Settings** > **Users**
2. Click on **+ Add User**

   <figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FEIKeJFVU9IevIkqdrO36%2Fsettings%20-%20add%20user%20-%201.JPG?alt=media&amp;token=8df8f2b5-f633-48d8-8c21-7c93568c61a9" alt=""><figcaption></figcaption></figure>
3. Invite your team member with their email.
4. Select type of organization access you want to give your team member.
5. Select *user permission access* for this particular team member you are inviting.
6. Click **Add**.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FYOPq8V8LpjyRB6ZFFy4g%2Fuser%20permission.png?alt=media&amp;token=2a23077a-f30f-433d-b49b-c67463fdfd9d" alt=""><figcaption></figcaption></figure>


# Custom Contact Fields

Create your own custom fields to store extra contact details.

Unable to look for a contact field which allows you to fill in the information you need?

Worry no more! Now, you can create your own contact field in Contacts section.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FFXvw2aZUqsg8pwkU5hzv%2Fcustom%20contact%20field.png?alt=media&amp;token=21f63ba5-76ae-4728-9e4b-2828680e68fe" alt=""><figcaption></figcaption></figure>

Create your desired contact field by filling up this information:

* **Name**: Insert the field name which you want to create in Contacts section
* **Field ID**: This field will generate automatically.
* **Description (Optional)**: Insert any description for your reference purpose
* **Type**: Choose one of the following options for your new contact field
  * Text
  * List
  * Checkbox
  * Email
  * Number
  * URL
  * Date
  * Time:
* **Status**: Select *Active/Inactive*


# Managing Your Tag Library

Browse and manage the full library of tags in your workspace.

Create, edit and manage all your tags in 1 location. This way there is no confusion for anyone.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2Frxr1YteLnBpn1P0BWMlB%2Fimage.png?alt=media&amp;token=bf2f765a-0b0e-45b3-9c4f-e9de5e8616e4" alt=""><figcaption></figcaption></figure>


# Setting Business Hours

Set your business hours so oChats.io knows when your team is online.

### 🎯 Why Configure Business Hours?

The primary purpose of defining your operational hours is to connect them with the Workflow module. By establishing a clear schedule, you can automatically trigger specific actions based on the time a customer reaches out.

* Automated Away Messages: Ensure customers receive an immediate, polite response when they message you outside of working hours.
* Expectation Management: Inform clients of your official operating schedules so they know exactly when to expect a live agent to follow up.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FDXKfilgMjGKRItGSvodF%2Fimage.png?alt=media&amp;token=d56f62ea-51a8-4316-9aea-6fab8ace124c" alt=""><figcaption></figcaption></figure>

### ⚙️ How It Works

1. Define Your Schedule: Set your standard operational hours and time zone directly within this settings panel for each day of the week.
2. Link to Workflows: Once saved, these hours serve as a time-based condition inside your automation rules.
3. Trigger Responses: The system evaluates incoming messages against your predetermined business hours. If a message arrives during your designated "Away" periods, the Workflow module will automatically deploy your customized out-of-office response.

📘 Next Steps: After configuring your schedule here, head over to the [Workflow (Beta)](https://app.gitbook.com/o/DAF1RcFIzvs8Tc5tJ5Jf/s/nOcbMn8jRSRsyx5dQeIE/~/edit/~/changes/70/module-tutorial/settings/business-hours) module to design and activate your automated away-message sequences.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FAkVfPWpvxIVAuLopgQU9%2Fimage.png?alt=media&amp;token=8629c580-5892-4a28-8099-e738d449f71b" alt=""><figcaption></figcaption></figure>


# Generating API Tokens

Generate a secure API token to connect external apps and CRMs.

The API Tokens module allows you to generate secure authentication keys to connect oChats.io with external applications, custom CRMs, or developer tools. Managing your tokens properly ensures your data remains secure while enabling powerful third-party integrations.

### 🔑 How to Generate a New API Token

Follow these steps to create a secure API token for your workspace:

#### Step 1: Navigate to API Tokens Settings

1. Open your oChats.io dashboard.
2. Look at the left-hand sidebar menu, scroll down to the Settings dropdown section, and click on API Tokens.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FWkfwYSzWHr2pDQKJls6w%2Fimage.png?alt=media&amp;token=0e99fe79-06fd-44c6-9d2c-7dd5aaebad93" alt=""><figcaption></figcaption></figure>

#### Step 2: Initiate Token Creation

1. On the API Tokens management page, locate the action button at the top right (typically labeled Generate API Token or Create Token).
2. Click the button to launch the configuration pop-up modal.

#### Step 3: Name Your Token

1. In the pop-up window, enter a recognizable name in the Token Name field (e.g., *HubSpot CRM Integration* or *Production Server Link*).
2. Assigning a clear name helps you easily track which external application is using which token later on.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FdWO9yizIKGSf1oUE13dv%2Fimage.png?alt=media&amp;token=b19925ff-c401-44a4-9833-fbdce005eaef" alt=""><figcaption></figcaption></figure>

#### Step 4: Generate and Copy the Key

1. Click Generate.
2. Your unique API token string will be displayed on the screen.

> ⚠️ Important Security Warning: Copy your API token immediately and store it in a secure location (such as a password manager). For security reasons, this token will only be shown to you once. Once you close this window, you will not be able to retrieve or view the token string again.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2Fj3X9NliRBkDF1NLP7zxb%2Fimage.png?alt=media&amp;token=a4bc0a46-130e-4c2e-b516-39c6efa2088e" alt=""><figcaption></figcaption></figure>

### 🚫 Revoking or Deleting a Token

If an API token is no longer in use, or if you suspect it has been compromised, you should revoke it immediately:

1. Locate the specific token from the list on the API Tokens dashboard.
2. Click the Delete or Revoke button next to it.
3. Confirm the action. Any external systems utilizing that specific token will instantly lose access to your oChats.io workspace.


# Setting Up Webhooks

Get real-time webhook alerts for contact, chat, and message events.

The Webhooks module allows you to send real-time data notifications to external applications whenever specific events occur in your oChats.io workspace (e.g., receiving a new message or updating a ticket status). This enables seamless, instantaneous integration with your own servers or automation platforms like Make or Zapier.

#### Step 1: Navigate to Webhooks Settings

1. Open your oChats.io dashboard.
2. In the left-hand sidebar menu, expand the Settings dropdown and click on Webhooks.

#### Step 2: Open the Creation Modal

1. On the Webhooks management dashboard, click the action button located at the top right (typically labeled Create Webhook or Add Webhook).
2. A configuration pop-up window will appear.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2F2pYsR36p6dRZCoDSOctu%2Fimage.png?alt=media&amp;token=147cf1db-9be3-437c-a947-a8f1b0ef5358" alt=""><figcaption></figcaption></figure>

#### Step 3: Configure Your Endpoint & Events

1. Webhook Name: Enter a recognizable name to easily identify this integration later (e.g., *CRM Sync Webhook*).
2. Target URL (Endpoint): Paste the destination URL provided by your external server or automation platform where oChats.io should send the payload data.
3. Select Event Triggers: Check the boxes for the specific system events you want to monitor. Common triggers include:
   * Contact Events
     * `contact.created` (New Contact)
       * Function: Triggers immediately when a completely new contact is added to your database.
       * Common Use Case: Automatically syncing new leads to an external CRM, sending a welcome email via another platform, or logging new users in a database.
     * `contact.updated` (Contact Updated)
       * Function: Triggers whenever an existing contact's details are modified. This includes changes to their name, phone number, email, or custom fields.
       * Common Use Case: Keeping profile data synchronized in real-time between this platform and your third-party software.
     * `contact.tag_updated` (Tag Updated)
       * Function: Specifically fires when a tag is added to or removed from a contact.
       * Common Use Case: Triggering automated marketing flows (e.g., if a "Warm Lead" tag is added, move them to a premium email segment or notify a sales rep).
   * Conversation & Ticket Management

     * `conversation.opened` (Conversation Opened)
       * Function: Triggers when a new chat session begins or an existing, archived conversation is reopened (either by a user sending a message or an agent manually opening it).
       * Common Use Case: Routing the chat to a live agent, starting an automated chatbot greeting, or updating a custom KPI dashboard tracking active chats.
     * `conversation.closed` (Conversation Closed)
       * Function: Triggers when an agent or a system automation marks a conversation as resolved or closed.
       * Common Use Case: Sending an automated customer satisfaction (CSAT) survey link, or archiving the chat log into an external backup system.
     * `contact.assignee_updated` (Assignee Changed)
       * Function: Triggers when the ownership of a conversation changes—meaning it is assigned to a specific team member, transferred to another agent, or unassigned.
       * Common Use Case: Notifying the specific agent on their internal communication tool (like Slack or Microsoft Teams) that a chat has been assigned to them.

     Messaging Events

     * `message.incoming` (Incoming Message)
       * Function: Triggers the moment a customer sends a message to your business (via WhatsApp, SMS, or any connected omnichannel support network).
       * Common Use Case: Passing the customer's text to an external AI engine or custom bot backend to generate a dynamic reply, or triggering instant push notifications for agents.
     * `message.outgoing` (Outgoing Message)
       * Function: Triggers whenever a message is sent *from* your platform to the customer (whether typed by a human agent, sent by a broadcast, or fired by an automated workflow).
       * Common Use Case: Logging audit trails of agent activity, updating external databases with full message logs, or calculating agent response times.
     * `whisper.created` (Whisper Created)
       * Function: Triggers when an internal note ("whisper") is added to a conversation thread. These notes are visible only to team members and are hidden from the end customer.
       * Common Use Case: Syncing internal collaboration notes to a centralized CRM timeline or notifying managers when specific internal flags are raised during a live chat.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2Fn3zcZh52bUlMkA168dtM%2Fimage.png?alt=media&amp;token=26a92108-89e3-4609-83ea-db22f479afcb" alt=""><figcaption></figcaption></figure>

#### Step 4: Save and Active

1. Double-check that your destination URL is accurate.
2. Click Save or Create. The webhook will instantly go live and start listening for your selected event triggers.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FRjUiXJWL7l23N0OquaRL%2Fimage.png?alt=media&amp;token=51b826b3-9876-4b5f-8911-e556ae08b632" alt=""><figcaption></figcaption></figure>

### 🛠️ Managing and Secret Keys

* Secret Token: Each webhook generates a unique signing secret. You can use this token on your receiving server to verify that incoming payloads are authentically coming from oChats.io and have not been tampered with.
* Status Toggle: You can temporarily pause a webhook at any time by toggling its status off instead of completely deleting it.


# API Reference Documentation

Manage contacts, send messages, and subscribe to webhook events.

**Authentication**

All requests require a Bearer token in the `Authorization` header. Generate tokens on the [API Tokens](https://www.app.ochats.io/api-tokens) page.

```
Authorization: Bearer YOUR_API_TOKEN
```

**Base URL**

```
https://www.app.ochats.io/api/v1
```

**Content Type**

```
Content-Type: application/json
```

**Rate Limit**

```
60 requests / minute / token
```

**Response Envelope**

Success (2xx)

```
{ "success": true, "data": { ... }, "message": "..." }
```

Error (4xx / 5xx)

```
{ "success": false, "message": "Error description." }
```

**Contacts**

GET`/contacts/search:` Search contacts

POST`/contacts:` Create a contact

PUT`/contacts/{id}:` Update a contact

POST`/contacts/{id}/tags:` Add tags to a contact

GET`/contacts/{id}/channels:` Get contact channels

**Messages**

{% hint style="info" %}
**Channel Provider IDs:**&#x20;

1=WhatsApp Gupshup, 5=Facebook, 6=Instagram, 7=Telegram, 8=LINE, 11=Email, 12=WhatsApp Cloud API, 14=WeChat.&#x20;

Use `GET /contacts/{id}/channels` to discover which channels a contact has.
{% endhint %}

POST`/messages:` Send a text message

POST`/messages/template:` Send a template message

POST`/messages/attachment:` Send an attachment

POST`/messages/quick-replies:` Send quick replies

GET`/messages/{id}:` Get a message

**Webhooks**

Manage webhook subscriptions via API or from the [Webhooks UI](https://www.app.ochats.io/webhooks). Each subscription listens for one **trigger\_type**.

GET`/webhooks:` List webhook subscriptions

POST`/webhooks:` Create a webhook subscription

GET`/webhooks/{id}:` Get a webhook subscription

PUT`/webhooks/{id}:` Update a webhook subscription

DELETE`/webhooks/{id}:` Delete a webhook subscription

GET`/webhooks/{id}/logs:` Get delivery logs

POST`/webhooks/{id}/test:` Send a test event

**Custom Fields & Profiles**

GET`/custom-fields:` List custom fields

PUT`/profiles/{id}:` Update a profile

**Webhook Events & Payloads**

When an event occurs, oChats sends a `POST` request to your URL with a JSON body. Every payload includes `event`, `workspace_id`, and `timestamp`. Click an event to see its full example payload.

`contact.created:` A new contact was created in the workspace

`contact.updated:` Contact details were modified

`conversation.opened:` A conversation was opened or re-opened

`conversation.closed:` A conversation was marked as closed

`contact.tag_updated:` A tag was applied to a contact

`contact.assignee_updated:` Contact was assigned to a different agent

`message.incoming:` A new message was received from a contact

`message.outgoing:` A message was sent to a contact

`whisper.created:` An internal note (whisper) was added to the conversation

**Signature Verification**

When a subscription has a **secret**, every delivery includes the header:

```
X-OChats-Signature-256: sha256=<hmac-sha256-hex>
```

The HMAC is computed over the raw request body using your secret as the key.

**PHP**

```
$payload   = file_get_contents('php://input');
$header    = $_SERVER['HTTP_X_OCHATS_SIGNATURE_256'] ?? '';
$signature = ltrim($header, 'sha256=');
$expected  = hash_hmac('sha256', $payload, $your_secret);

if (!hash_equals($expected, $signature)) {
    http_response_code(401);
    exit('Invalid signature');
}
```

**Node.js**

```
const crypto = require('crypto');

function verifyWebhook(rawBody, header, secret) {
  const signature = header.replace('sha256=', '');
  const expected  = crypto.createHmac('sha256', secret).update(rawBody).digest('hex');
  return crypto.timingSafeEqual(Buffer.from(expected), Buffer.from(signature));
}
```

**Error Reference**

| Status | Meaning                                            | Example                                                       |
| ------ | -------------------------------------------------- | ------------------------------------------------------------- |
| `401`  | Invalid or missing API token                       | `{"message": "Unauthenticated."}`                             |
| `403`  | Token lacks access to this workspace               | `{"success": false, "message": "Forbidden"}`                  |
| `404`  | Resource not found or belongs to another workspace | `{"success": false, "message": "No Data Found."}`             |
| `422`  | Validation error — missing or invalid parameters   | `{"message": "The name field is required.", "errors": {...}}` |
| `429`  | Rate limit exceeded (60 requests / minute)         | `{"message": "Too Many Attempts."}`                           |
| `500`  | Unexpected server error                            | `{"success": false, "message": "Something Went Wrong."}`      |


# For Sales & Marketing Team

Find out how oChats.io can help sales & marketing team to propel.

Sales & marketing team can use these functions to help their daily tasks.

<details>

<summary>Chat Management System</summary>

They can communicate with all their existing customers and potential prospect in 1 platform. Most importantly, they can reply to their customer whichever channels their customer contacts them.&#x20;

</details>

<details>

<summary>Broadcast Messages</summary>

Sales & marketing team can broadcast their promotional messages to their customers/prospects. They can use this function as a tool for retargeting and encouraging repeat purchase. They can plan ahead their marketing campaign ahead of times by using our scheduling function.

</details>

<details>

<summary>CRM System</summary>

Sales & marketing team can manage every inquiries & contacts using tag management system. They will be able to filter out the contact based on the tag they have inserted in every contact. It will be easier to launch targeted  marketing campaign to these contacts.

</details>

<details>

<summary>Multiple Team Member Access</summary>

oChats.io allows businesses to invite more users to use this software. Users can transfer the conversation from 1 person to another easily.&#x20;

</details>

<details>

<summary>Brand Management System</summary>

Sales & marketing team can juggle from 1 brand to another easily and manage all the inquiries for different brands/businesses in 1 platform.

</details>

View more features at here

{% content-ref url="/pages/fOsBj14IhmiNDUtsfJck" %}
[Our Product Features](/overview/our-features)
{% endcontent-ref %}


# For Customer Support Team

Find out how oChats.io can help customer support team to propel.

Customer support team can use these functions to help their daily tasks.

<details>

<summary>Chat Management System</summary>

They can communicate with existing customers in 1 platform. Most importantly, they can reply to their customer whichever channels their customer contacts them.&#x20;

</details>

<details>

<summary>Broadcast Messages</summary>

Customer support team can broadcast their announcement messages to their customers. They can plan ahead their announcement campaign ahead of times by using our scheduling function.

</details>

<details>

<summary>CRM System</summary>

Customer support team can manage every problem raised by customers  using tag management system. They will be able to filter out the contact based on the tag they have inserted in every contact.

</details>

<details>

<summary>Multiple Team Member Access</summary>

oChats.io allows businesses to invite more users to use this software. Users can transfer the conversation from 1 person to another easily.&#x20;

</details>

<details>

<summary>Brand Management System</summary>

Customer support team can juggle from 1 brand to another easily and manage all the problem raised for different brands/businesses in 1 platform.

</details>

View more features at here

{% content-ref url="/pages/fOsBj14IhmiNDUtsfJck" %}
[Our Product Features](/overview/our-features)
{% endcontent-ref %}


# For Procurement Team

Find out how oChats.io can maximize procurement team's efficiency.

Procurement team can use these functions to help their daily tasks.

<details>

<summary>Chat Management System</summary>

They can communicate with all their existing vendors and potential vendors in 1 platform. Most importantly, they can reply to their customer whichever channels their customer contacts them.&#x20;

</details>

<details>

<summary>CRM System</summary>

Procurement team can manage every proposal & contacts sent by their vendors using tag management system. They will be able to filter out the contact based on the tag they have inserted in every contact.&#x20;

</details>

<details>

<summary>Multiple Team Member Access</summary>

oChats.io allows businesses to invite more users to use this software. Users can transfer the conversation from 1 person to another easily.&#x20;

</details>

<details>

<summary>Brand Management System</summary>

Procurement team can juggle from 1 brand/business to another easily and manage all the proposal for different brands/businesses in 1 platform.

</details>

View more features at here

{% content-ref url="/pages/fOsBj14IhmiNDUtsfJck" %}
[Our Product Features](/overview/our-features)
{% endcontent-ref %}


# For Human Resource Team

Find out how oChats.io can help human resource team to manage internal employees better.

Human resource team can use these functions to help their daily tasks.

<details>

<summary>Chat Management System</summary>

They can communicate with internal employees in 1 platform. Most importantly, they can reply to their employees whichever channels their employees contact them.&#x20;

</details>

<details>

<summary>Broadcast Messages</summary>

HR team can broadcast their company announcement messages such as office closed announcement to their employees. They can plan ahead their marketing campaign ahead of times by using our scheduling function.

</details>

<details>

<summary>CRM System</summary>

HR team can manage every employees using tag management system. They will be able to filter out the contact based on the tag they have inserted in every contact.&#x20;

</details>

<details>

<summary>Multiple Team Member Access</summary>

oChats.io allows businesses to invite more users to use this software. Users can transfer the conversation from 1 person to another easily.&#x20;

</details>

<details>

<summary>Brand Management System</summary>

HR team can juggle from 1 brand to another easily and manage all the inquiries for different brands/businesses in 1 platform.

</details>

View more features at here

{% content-ref url="/pages/fOsBj14IhmiNDUtsfJck" %}
[Our Product Features](/overview/our-features)
{% endcontent-ref %}


# List Your Business in WhatsApp Business Search

Get discovered by customers searching for your business on WhatsApp.

WhatsApp Business Search is a feature for people to find businesses and start conversations with trusted, API accounts on WhatsApp.

At the moment this feature is available only in Brazil, Indonesia, Mexico, Colombia and the UK.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2F8veor4Fmo1QSOkVRonUo%2FUntitled%20(1).png?alt=media&amp;token=88912b29-e27d-46b7-b77a-a2476a87d675" alt=""><figcaption><p>WhatsApp Business Search</p></figcaption></figure>

By typing the name of a verified business they want to contact, the user will see one or many business results, e.g type ‘american’ - ‘american express would display’.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FKUtZ0a1Go3dwGZals1Rk%2F1.png?alt=media&amp;token=7149c344-b0a2-4f36-b0cc-ebe438960253" alt=""><figcaption><p>Only Verified WhatsApp Business is able to list in WhatsApp Business Search</p></figcaption></figure>

Tapping on a result opens a chat view where a user can send the first message.

## How to control an account's visibility via the WhatsApp Business Manager

Do not turn ‘on’ visibility for accounts focused on marketing/promotions; but do turn ‘on’ visibility for the account(s) that support user-initiated messages.

Visibility can be managed:

### For a phone number

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FbjYjVJEEnMXVq7N6uKBz%2F2.png?alt=media&amp;token=b9187739-6a5d-44bf-a8fd-4786ffec055e" alt=""><figcaption><p>Turn on your WhatsApp Business Search visibility in Facebook Business Manager</p></figcaption></figure>

### At account level

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2Fqubq4qqNtfDD4N8OkyfV%2F3.png?alt=media&amp;token=6c3c9113-17ae-45b3-a7f5-df1d84b3ccf1" alt=""><figcaption><p>WhatsApp Business visibility</p></figcaption></figure>

## Think strategically about your presence on Business search

### Tip 1: Consider how your brand shows up in search results

Simplify your business presence to make it more appealing for consumers to get in touch by making visible one account with a brand-oriented display name.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2F0raKBjPY7bgNOJu92Ce9%2F4.png?alt=media&amp;token=22e8c525-9a42-4424-b27b-a91343ea946e" alt=""><figcaption><p>WhatsApp search result</p></figcaption></figure>

Pros:&#x20;

* Highly marketable and promotable
* Reduces overall number of templates&#x20;

Cons:&#x20;

* Wider variety of use cases need preparation and management&#x20;
* Less ability to tailor initial response message to expected use cases

### Tip 2: Create unique account display names

To ensure a high quality, confusion-free experience for people, duplicated display names will not be displayed. Review your display names and ensure those that you wish to be visible are change to a unique name and switch their visibility to “on”.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2Fosgek2XUcFBNhKJb9aF7%2F5.png?alt=media&amp;token=4ab13766-a6e6-48bb-b77f-62fbc163815d" alt=""><figcaption><p>Unique account display name</p></figcaption></figure>

### Tip 3: Reflect the purpose of the account in the display name

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FnAmCbVL1yn6VK7IXpkds%2F6.png?alt=media&amp;token=b39f3a68-8e87-4c6a-a3de-1ffa0687aed9" alt=""><figcaption><p>Purpose of the display name</p></figcaption></figure>

### Tip 4: Reflect the purpose of the account in the templated responses

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2F8ZgnPD9Rg8ZFlY8fxiqS%2F7.png?alt=media&amp;token=c8666b4e-e340-4071-9d4a-1d255635fe76" alt=""><figcaption><p>Purpose of template responses</p></figcaption></figure>

This is one of the many benefits of using WhatsApp Business API for your businesses. Your business can get an extra traffic to your WhatsApp channel and store. If you have not signed up for WhatsApp Business API account, please do so by clicking on the below Page Link.

{% content-ref url="/pages/CUj73V7GgK7ondyeMAAa" %}
[Connect WhatsApp Business API](/module-tutorial/connect-to-channels/whatsapp-api)
{% endcontent-ref %}


# WhatsApp Commerce Explained

How WhatsApp's upcoming commerce features let you sell via chat.

WhatsApp is expected to launch WhatsApp Commerce in the near future.

How does it work?

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FxcAjMQTIX0Hze5zyVBSi%2Funnamed.png?alt=media&amp;token=f1198ea8-e7be-4985-9bc6-2da60e211d41" alt=""><figcaption><p>WhatsApp Store</p></figcaption></figure>

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FRwEz5eLroNiOYZaSZ59K%2Funnamed%20(1).png?alt=media&amp;token=64fccbbe-32df-4baf-84fd-8cabad7d3bc8" alt=""><figcaption><p>WhatsApp Commerce</p></figcaption></figure>

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FBZKSWtsnTgBNEYLEFcnH%2Funnamed%20(2).png?alt=media&amp;token=f06eeaa7-828b-4425-8b08-e764e5200bdb" alt=""><figcaption><p>Drive conversion with WhatsApp CTA button</p></figcaption></figure>


# Visible Display Name for Verified Businesses

All verified business will shown Display Name instead of phone number

The recent WhatsApp release mentioned that all existing and new businesses that have completed business verification and display name review will show their WhatsApp Business display name instead of their phone number in the chat list, chat screens, chat groups, and contacts view for any customers that have not added them to their contacts.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FU4Un9w5HK71nAmjc2sWp%2Fwhatsapp%20display%20name.png?alt=media&amp;token=a9ce5bc6-7aa5-407a-99d5-f6c4cee047eb" alt=""><figcaption><p>Visible Display Name for Verified Businesses</p></figcaption></figure>


# Immediate Instant Messaging for Verified Businesses

Additional phone numbers can start messaging immediately for verified businesses

Businesses that have completed business verification can add additional phone numbers and begin messaging immediately with up to 250 conversations per day on each number. Once the display name review is complete, this limit will automatically be updated to 1,000 conversations. Businesses can now send marketing messages, transactional notifications and run Click to WhatsApp campaigns from the get-go. Business Verification only needs to be completed to scale up messaging limits or to become an Official Business Account.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2FJwAmjGTBNUmImgxxUTGp%2Funnamed.png?alt=media&amp;token=dffca628-d84d-4e62-9031-86aacb473718" alt=""><figcaption><p>Improved onboarding process</p></figcaption></figure>


# New Verticals Allow in WhatsApp Business API

See which new business verticals can now onboard to WhatsApp API.

Businesses from the following verticals will now have access to the WhatsApp onboarding, with the listed restrictions:

1. Pharmacies and Drugstores can onboard for all use cases including commerce features for convenience and grocery items, but may not promote or transact in the sale of pharmaceuticals in any messaging or features
2. Digital Services and Subscriptions can onboard for all use cases except commerce features
3. Supplements can onboard for all use cases except commerce features
4. Animals (pet adoption, livestock, raw products, but excluding sale of pets and other non-livestock animals) can onboard for all use cases except commerce features

Additionally [Business Messaging policy](http://e.gtolink.in/t/em1/8287/1/3346530e-7233-40a1-89b1-3791785c3491/04cb2b436b2311ed909d02c415c9a8cc) will solely govern which businesses can onboard and how they use business messaging on WhatsApp. The Commerce policy will determine which businesses can access commerce features like catalog and payments (when available in the future, TBD).


# Getting Green Tick Verification Badge

Apply verification with your BSP or directly with Meta

You can check out more information in [official Meta website](https://developers.facebook.com/docs/whatsapp/overview/business-accounts/).

WhatsApp requires businesses to be **authentic, notable** brand owns this official WhatsApp Business account.

The criteria for WhatsApp Official Business Accounts (OBA) is based on a number of factors and is different from policies on other platforms. In addition to following WhatsApp's [Commerce](https://l.facebook.com/l.php?u=https%3A%2F%2Fwww.whatsapp.com%2Flegal%2Fcommerce-policy%2F%3Ffbclid%3DIwAR2Dthzl3-JZuL9CWkwjvQ1iOhWzjMhd-vImNf6boZVoxjBp1e2n2aWinnI\&h=AT35VTzxx1nnlb-h9a_T7WkmF2Kw4CofhJZFgVi3iMjwEN_htAaJQFAOQyq-JEbd1oipA3K0Sg5IRX_J4zJvRp1-UBvlKOmJsxqUJH4UYBt28UX96iyeRUqNNnjHg5lQlHY) and [Business](https://l.facebook.com/l.php?u=https%3A%2F%2Fwww.whatsapp.com%2Flegal%2Fbusiness-policy%3Ffbclid%3DIwAR05UonL0mWFGAvDzm54RPjZrnHZCONOJ6-eiW8-YlJR_ktOWTH366bj1k4\&h=AT3HqX0e37dxp2D_kc78EN0MF8LJATPixHnv5lmkI1f_dRhfNgbS3j-iuw5n3Tx1CD2CfZ1fclduXas33gcQoOdg-xxfX_ujA87YjOjR1Mhhjtpcd2etqEe7fhZEV4yM10I) Policies, businesses need to be:

* [Notable](https://developers.facebook.com/docs/whatsapp/overview/business-accounts/#notability): Represents a well-known business, often searched brand or entity
* Verified: Has gone through [Business Verification](https://www.facebook.com/business/help/2058515294227817?id=180505742745347), and
* 2FA: Has set up [two-step verification](https://developers.facebook.com/docs/whatsapp/api/settings/two-step-verification).

#### Requesting an Official Business Account <a href="#official" id="official"></a>

Follow these instructions to request an official business account:

* Access WhatsApp Manager from your Business Manager. Click on the phone number for which you want to request OBA within the **Overview** section
* Turn on 2 step verification for this phone number to apply for OBA. **Please note your Business Verification and Display Name approval needs to be complete before applying for OBA**
  * If you have not set up two-factor verification for the phone number you want verified, follow the instructions in [Two-Step Verification](https://developers.facebook.com/docs/whatsapp/api/settings/two-factor) to enable it
  * If you have not completed Business Verification, see [Verify Your Business](https://www.facebook.com/business/help/2058515294227817) for more information
* Click on Submit Request Button and fill out the required information.
  * You can submit up to 5 supporting links especially from renowned publications (e.g., India Today, Economic times, Wall Street Journal, Reuters, Wikipedia, Business Insider) to show that the business is notable, which helps us determine notability.
  * Fields like Country(s) of operation, parent business or brand (esp. if it is a well known brand) and Primary language helps us to further understand your brand and eligibility for OBA.

Once Meta reviewed your request, you will receive a notification letting you know if your account has been granted OBA or not. If your request is rejected, you can submit a new request after 30 days.

Meta do not grant Official Business Accounts to business employees, test accounts, and Business App accounts. Official Business Accounts are only available to WhatsApp Business Platform users at this time since accounts on the Business App do not go through Business Verification.

#### Understanding Notability <a href="#notability" id="notability"></a>

Notability requires a business to represent a well-known, often searched brand or entity. This should not be taken as a signal of the authenticity of the business.

Notability, on the other hand, reflects substantial presence in online news articles. Notability is assessed based on an account’s presence in news articles from publications with sizable audiences. Meta do not consider paid or promotional content as sources for review, including business or app listings.

Official business accounts are issued at the phone number and display name level. We assess notability for the Display Name of the business account that is requesting OBA status —If the display name is changed after receiving the OBA status, we will need to re-assess the new display name for notability and [display name compliance](https://developers.facebook.com/docs/whatsapp/guides/display-name/#display-name-guidelines).

Additionally, previous OBA approvals within a Whatsapp Business Account do not guarantee approval for other numbers (with different display names) associated with that account. If your WABA contains one main parent brand and the phone number associated with that brand meets notability requirements, we suggest updating the display names for the child brands as follows: '{{sub-brand name}} by {{notable name}}'.


# Why I cannot send out WhatsApp messages?

Send an approved WhatsApp template message first if WhatsApp has locked your conversation.

If you are not able to send out WhatsApp messages, most probably is due to WhatsApp has locked the conversation and waiting for user/recipient to initiate the conversation first.&#x20;

If business owner wants to initiate the conversation first, business owner needs to create and submit WhatsApp template first. Once the template is approved by WhatsApp, then business owner can send out their desired message using the approved WhatsApp template. Learn how to create and submit WhatsApp template here.

{% content-ref url="/pages/46Ko1AwMkyogqOmBQv5u" %}
[WhatsApp Templates](/module-tutorial/settings/whatsapp-templates)
{% endcontent-ref %}


# Why I cannot receive incoming message from user?

Contacts must click your opt-in link before messaging can begin.

It is because the user doesn't click on the opt-in link. Once user clicks on the opt-in link, user will start receiving and sending message with the business.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2Fr4nCqm7NSNqWONuEoIZa%2Fopt%20in%20message.jpg?alt=media&amp;token=f8388cf8-b987-42ef-9cae-c7069c1e74fd" alt=""><figcaption></figcaption></figure>


# Why I cannot search for my LINE ID?

Fix LINE ID search issues and learn how to set up a custom LINE Premium ID.

Most probably, it is because you search for wrong LINE Business ID. After you have created LINE Official Business Account, you will see your business ID here.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2F0aPpArHLGscZ0J6ZiyX6%2Fimage.png?alt=media&amp;token=586da96a-ad38-49ee-acaa-0c8c9fc915eb" alt=""><figcaption></figcaption></figure>

If you want to create custom LINE ID (*create your own LINE ID*), you need to sign up for LINE Premium ID. You can follow these steps [here](https://help2.line.me/official_account/web/?contentId=20013997).


# Can WeChat Official Accounts Join Groups?

WeChat Official Accounts cannot join WeChat Groups directly.

No. WeChat Official Account is not able to join WeChat Group.

<figure><img src="https://4079043538-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnOcbMn8jRSRsyx5dQeIE%2Fuploads%2F8CkbX4xTxiZOJgTlkhNH%2Fwechat%20group%20chat.png?alt=media&amp;token=d5835f6f-3ebf-421a-9510-86e4b4d209bc" alt=""><figcaption></figcaption></figure>


# What Does the Double-Tick Icon Mean?

What the double-tick delivery icon means across each channel.

If you see there are double tick, it is not necessary that all messages has been delivered or read. This function varies based on the channel you connect. If you connect to the below channel, please expect the following result

| Channels                 | Available / Not Available                                                                                    |
| ------------------------ | ------------------------------------------------------------------------------------------------------------ |
| WhatsApp API - Gupshup   | Available. Please enable it at your Gupshup portal (*Gupshup dashboard → webbook → Message events settings*) |
| WhatsApp API - Cloud API | *Coming soon*                                                                                                |
| WhatsApp Web             | *Coming soon*                                                                                                |
| Facebook Messenger       | Available by default                                                                                         |
| Instagram                | Available by default. Only have **Seen** function.                                                           |
| LINE Business            | Not available                                                                                                |
| Telegram                 | Not available                                                                                                |