WhatsApp Business

Turns WhatsApp conversations into tickets and sends your agents' replies back to the same chat.

Uses the Meta Cloud API, so it works whether your WhatsApp Business account is set up directly with Meta or bought through a partner.

Setup

1. In Meta for Developers, add the WhatsApp product to an app and note the Phone number ID under API Setup.
2. Create a system user access token with whatsapp_business_messaging. A temporary token works for a first test but expires in 24 hours.
3. In Stoneity open Settings → Apps → Marketplace → WhatsApp Business → Install and fill in:
   • Phone number ID and access token
   • Verify token — any value you choose; Meta asks for it in the next step
   • App secret — optional, from App settings → Basic. If set, every incoming request must carry a matching signature.
   • Board for new conversations — where a message from an unknown number opens a ticket
4. Copy the inbound address from Installed apps → WhatsApp Business → Settings.
5. Back in Meta, under WhatsApp → Configuration → Webhook, paste the address as the callback URL and the same verify token. Subscribe to the messages field.

Meta calls the address once to verify it before saving. That check answers with the challenge Meta sends, so it succeeds as soon as the verify token matches.

What happens

Event	Result
Message from a number with no open ticket	A ticket opens on the configured board; the first line becomes the subject
Message from a number with an open ticket	Added to that ticket as a public comment
Message after the ticket was closed	A new ticket opens; the old link is marked closed
Agent writes a public comment	Sent back to the same chat, prefixed with the ticket number
Agent writes an internal note	Never sent

Text messages, button replies and list replies are read. Images, audio and documents are not carried across yet; the message is skipped and the reason appears in the delivery log.

Notes

• Meta retries anything that is not answered with 200, so Stoneity answers 200 even for payloads it does not act on and records what it decided in the delivery log.
• WhatsApp only allows free-form replies within its customer service window. Outside it, Meta rejects the message and the reason appears in the delivery log.
• The access token and app secret are stored encrypted and never returned by the API.