Configuring WhatsApp for Agent Workspace
Provisioned feature
The feature described on this page may not be enabled for all accounts. Access depends on your current license level or specific account configuration.
Overview
If enabled for your account, agents using Agent Workspace can initiate and receive WhatsApp interactions. To facilitate this, One-Time Password (OTP) capture allows Vonage Contact Center (VCC) administrators to view and copy the 6-digit verification code directly within the VCC Admin Portal during setup.
Automatic extraction: The system identifies and displays the verification code within the Channels provisioning window as it is received.
Copy-to-clipboard: A dedicated button allows for instant copying of the code, eliminating manual entry errors.
Background interception: The system automatically detects when a Vonage number is being provisioned for WhatsApp and manages the SMS interception via the Vonage gateway.
OTP limitations
OTP appearance depends on carrier delivery; international numbers may take up to 2 minutes.
WhatsApp channels must be configured individually; simultaneous setup by multiple admins may cause errors.
The wizard will block any number not in strict E.164 format.
If the number you are provisioning for WhatsApp is already active for SMS in VCC, the incoming verification code will trigger a standard inbound SMS interaction. However, the code will also be automatically intercepted and displayed directly within the WhatsApp setup wizard for your convenience.
Related documentation
For more information on using WhatsApp and managing interactions, see:
Prerequisites
Before beginning the WhatsApp provisioning process, ensure you meet the following requirements:
Category | Requirement |
|---|---|
Account |
|
Vonage number |
|
Meta Business Manager |
|
Configuration
To start using WhatsApp, you must first connect your WhatsApp Business Account (WABA) to VCC and configure the necessary interaction plans.
Connecting your WABA to VCC
To connect your WABA to VCC, perform the following steps:
Log in to the VCC Admin Portal and navigate to Interaction Plans > Channels.
From the available channel types, select WhatsApp Business.
Click Add WhatsApp Business.
In the Number tab, choose your Vonage number from the dropdown list.
Click Connect to Meta or Authorize WhatsApp. A Meta popup window will open.
In the Meta popup:
Sign in with your Meta credentials.
Select the WhatsApp Business Account (WABA) you wish to link.
Review the requested permissions.
Click Confirm. Meta will redirect you to a “Verify Phone Number” screen.
Click Send Code or Send Verification SMS.
Return to the VCC Channels interface. A Verification Code window will appear within 5-30 seconds.
Click Copy code and paste it into the Meta verification field.
Once validated, click Continue in the VCC wizard.
OTP expiration
OTPs expire after 10 minutes. If the code is rejected, request a new one from the Meta popup.
Finalizing channel settings
In Settings tab, provide the following information:
Field | Description | Example value |
|---|---|---|
Name | A unique, user-friendly name that indicates the number’s purpose. | WhatsApp_Support_DACH |
Description | (Optional) A detailed address description. | German-speaking support for DACH region customers. |
Service name for reports | Name used as service name in reports. One of:
| Interaction plan name |
Data source | (Optional) One or more key-value pairs that are set on interactions. | region=emea; language=de |
In Profile, select a profile to assign to this number or add a new one. For information about adding profiles, see Channels.
In Summary, you can review the information you provided for this number. Where available, you can click Edit and change the details in any of the previous sections.
Click Add to save your new telephone number.
Once you complete the full configuration, the channel will appear as active in your Channels list.
Routing to Agent Workspace
Once the channel is connected, you must map it to an interaction plan to ensure messages reach your agents.
In Interaction Plan Manager, create a new WhatsApp destination.
Map this destination to an interaction plan designed for Agent Workspace. For more information, see Using Interaction Plans Manager.
Once mapped, agents can receive and respond to WhatsApp messages. For more information, see Interactions in Agent Workspace and Handling digital interactions in Agent Workspace.
Configuring outbound messaging
To comply with WhatsApp Business rules, proactive outreach must follow a specific template-based workflow:
Templates must be created and approved on the Meta Business site, not within Vonage.
Only plain-text templates are currently supported. Templates containing media or interactive buttons will not appear in Agent Workspace.
You cannot send free-text messages until the customer responds to an initial template. Once they respond, a "free-text" window opens for 24 hours for manual messaging.
Editing and deleting a telephone number
To make changes to a WhatsApp number:
Hover over the WhatsApp number and click Edit number.
In a side panel, you can check the WhatsApp number, change its settings, and profile. Click the required section to open it.
To delete a WhatsApp number:
Note
You have to unmap the WhatsApp number from any interaction plans before trying to delete it. Deleting a mapped number is not possible.
Hover over the number and click Delete number.
Confirm that you want to delete the address by clicking Delete.