WhatsApp Connection
Overview
The WhatsApp connection allows IB-X Agents to securely integrate with the WhatsApp Business Platform for sending messages, receiving incoming events, and managing media operations.
IB-X communicates with the WhatsApp Business Cloud API over HTTPS and authenticates using a Meta System User Access Token.
The connection uses credentials generated and configured through Meta Business Manager, including:
- WhatsApp Business Account details
- Phone Number ID
- Meta application credentials
- System User Access Token
Once configured, the connection enables IB-X Agents to securely interact with WhatsApp Business APIs for messaging and media operations.
Before You Begin
Before creating a WhatsApp connection in IB-X, your organization must configure the Meta WhatsApp Business Platform, including the WhatsApp Business Account, business phone number, Meta Developer App, API access, and webhook configuration.
If your WhatsApp Business environment is not yet configured, see Configure WhatsApp Business Platform for step-by-step instructions.
Once the configuration is complete, use the generated Meta and WhatsApp Business credentials to create the connection in IB-X.
Connection Properties
Configure the following properties when creating a WhatsApp connection.
| Property | Description |
|---|---|
| WABA ID | WhatsApp Business Account identifier associated with the business account. |
| Phone Number ID | Identifier of the WhatsApp-enabled phone number used for messaging. |
| System User Access Token | Access token generated for the Meta system user with the required WhatsApp permissions. |
| App ID | Meta application identifier associated with the integration. |
| App Secret | Secret key associated with the Meta application. |
Authentication
The WhatsApp connection uses a Meta System User Access Token to authenticate requests to the WhatsApp Business Cloud API.
The configured Meta System User must have the required WhatsApp Business permissions assigned through Meta Business Manager.
The System User Access Token must remain valid for IB-X to communicate with the WhatsApp Business Platform.
The token may need to be regenerated based on Meta access token policies.
WhatsApp Business Account
The WABA ID identifies the WhatsApp Business Account associated with the connection.
The Phone Number ID identifies the WhatsApp-enabled phone number used by the integration for messaging operations.
These identifiers must correspond to the WhatsApp Business Account and phone number configured for the Meta application.
Meta Application
The App ID and App Secret identify the Meta application associated with the WhatsApp integration.
The application must be configured with the WhatsApp Business capabilities and permissions required by the Agent.
Ensure that the Meta application, WhatsApp Business Account, phone number, and System User are configured consistently for the same WhatsApp Business integration.
Incoming WhatsApp Events
Incoming WhatsApp events require the corresponding webhook configuration to be properly configured and reachable.
Webhook configuration is required for trigger-based functionality that responds to incoming WhatsApp events.
Incoming WhatsApp webhook events must be properly configured and reachable for trigger-based activities to function correctly.
Testing the Connection
After providing the required WhatsApp connection properties, use Test Connection, where available, to verify that IB-X can authenticate with the WhatsApp Business Platform using the supplied configuration.
Connection or authentication issues can result from:
- An invalid WABA ID
- An incorrect Phone Number ID
- An invalid or expired System User Access Token
- Incorrect Meta application credentials
- Missing WhatsApp Business permissions
A successful connection test verifies that IB-X can authenticate using the supplied configuration. Individual messaging and media operations can still depend on the permissions and configuration available to the Meta application and WhatsApp Business Account.
Used By
The WhatsApp connection enables IB-X Agents to interact with the WhatsApp Business Platform.
Depending on the workflow functionality, the connection can support:
- Sending WhatsApp messages
- Receiving incoming WhatsApp events
- Managing media operations
Incoming event-based operations also require the corresponding WhatsApp webhook configuration.
Security Considerations
When configuring a WhatsApp connection:
- Protect the System User Access Token and App Secret from unauthorized access.
- Ensure that the Meta System User has only the permissions required for the integration.
- Maintain the validity of the System User Access Token.
- Follow your organization's policies for managing Meta application credentials.
Additional Resources
- Configure WhatsApp Business Platform for IB-X
- Meta System Users Documentation
- WhatsApp Phone Number ID Reference
- Meta App Creation Guide
For information about creating, editing, testing, cloning, deleting, and auditing connections, see Connections.