WhatsApp Integration Module

This module converts messages sent to your WhatApp into FreeScout conversations and allows support agents to reply from FreeScout and answers will be delivered to your customers’ WhatsApp accounts.

In order the integration to work you need to keep your mobile phone connected to the Internet.

Module uses paid Chat API service. To pay something like 13 USD per month (instead of 39 USD), after registering in Chat API on Payments page just switch the language to Russian before making the payment.

Each mailbox can be connected to it’s WhatsApp account.

WhatsApp conversations are marked with the corresponding badge.

Requirements

  • PHP >=7.1
  • FreeScout should use HTTPS protocol
  • FreeScout should NOT be protected with Basic HTTP Authentication.

Debugging

WhatsApp integration errors are logged in:

  • Manage » Logs » WhatsApp Errors
  • Manage » Logs » Apps Logs

Instructions

1) Register at Chat API.

2) Log in to Chat API, enter Instance name and scan QR code to connect your WhatsApp.

3) By default after you enable the integration all the old messages sent to your WhatsApp account will be imported into FreeScout. If you don’t want this to happen go to Chat API and in the Instance Settings turn on “Not send old message after authorize” option.

4) Now copy Instance and Token from Chat API to FreeScout and enable integration in the FreeScout.

5) Now the Webhook URL will appear in the Chat API Instance Settings. You don’t need to add it manually or save. If the Webhook URL does not appear in the Instance Settings just disable and enable again WhatsApp integration in FreeScout.

From now on in order the integration to work you need to keep your mobile phone connected to the Internet.

6) If you want reply to users not only from FreeScout, but also directly from WhatsApp on the mobile phone, you need to set WhatsApp account phone number to one of the FreeScout users. Enter phone number on user’s profile page in FreeScout. Phone number must contain country code and consist only of digits. For example if the phone number connected to WhatsApp account is +1 858-509-2499 you need to set the following phone number for FreeScout user: 18585092499. In case of any issues see errors in “Manage » Logs » WhatsApp Errors”.

Limitations

Communication can be initiated only by customers. If you message from WhatsApp account to the customer first, such message will not be imported into FreeScout.

Troubleshooting

Integration may not work when:

1) Mobile phone is disconnected from the Internet.

2) WhatsApp web has been scanned in another device.

If Chat API does not receive new messages, try to open Chat in their interface (https://app.chat-api.com/chat) – it may help.

Also in some cases when you write to the customer directly from WhatsApp, the Chat API may have “author” field as “undefined”. In such cases message will no be imported into FreeScout. This happens if you’ve opt in to the WhatsApp beta program.

Lifetime license for one FreeScout instance
Purchase
  • Version: 1.0.5
  • Required App Version: 1.7.20
  • Open Source: AGPL-3.0