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How to set up a personal Whatsapp number

Only available for Plus and Enterprise packages.

Setting up a personal Whatsapp number takes a few steps. 

We will go through this together on a call with your Customer Success Manager, as the process is really strict from the Meta side, and any mistakes could lead to a permanent ban on Whatsapp.

  1. The Preparations
  2. The Meta Part
  3. The Runnr.ai Part
  4. The 360Dialog Part
  5. Connecting 360dialog to Meta
  6. Extra Whatsapp Options

1. The Preparations

  • Make sure you are the admin of the property's Facebook Business Portfolio. You can check that at business.facebook.com.
  • Make sure you prepare the number you would like to use for the Whatsapp communication. 
    • This can be a landline number, which we recommend to use.
    • During setup the number needs to be able to receive a code, so (temporarily) switch off any answering machine that is connected to this number. A text message is also possible if you use a mobile number.
    • You can not use the number for manual Whatsapp communication anymore. Everything will be handled by the AI.

2. The Meta part

  • We are going to set up the Official Business Account to make you a verified Business on Meta. This also gives you the opportunity to send customised templates from the Guest Journey Builder.
  • To check whether you are already verified: go to the Security Center.
    • If you are already verified: great!
    • If not: don't worry, we'll get there eventually, in step 6.

3. The Runnr.ai part

  • Ask your CSM contact to remove the Runnr.ai Virtual Assistant from your account.
  • Go to Messaging channels in Runnr.ai
  • Click the blue button: Set up Whatsapp Channel.

4. The 360Dialog part

  • A new window for 360Dialog (the verfified API connection manager for Meta/Whatsapp) will open:
    • Create an account using your office email address. We recommend using an info@ email address.
    • Confirm that the email can receive external emails.
  • In the ‘About Your Number’ section:
    • If the number already has a WhatsApp account, it needs to be removed. This can be done through "Account" within Whatsapp.
  • Now, in the 360Dialog screen, select three times “no” on the questions
  • Click Confirm and then Start Embedded Signup.

5. Connecting 360Dialog to Meta

  • Confirm your name and click Next
  • Make sure that you use the official name of the organisation, as it is known in the Chamber of Commerce. This will not be visible to guests.
  • The next step is the creation of the newly used Whatsapp account. ⚠️ This name can not easily be changed so make sure to put it in correct!
  • Select the business category hotels and lodging
  • Now, we'll add the phone number. Once you've added it, choose to have the confirmation code through a call (when you use a landline number or a mobile number) or through sms (when you have a mobile number). If the number has an answering machine attached - make sure it is switched off for now!
  • Enter the code and confirm
  • Now, the setup should be finished and redirect to Runnr.ai This can take somewhere between a few second and 5 minutes.

6. Extra Whatsapp options

  • You can now verify your account if it has not been verified yet. This can be done in the Security Center
  • In the Whatsapp accounts page you can select the settings for the number that has just been created and edit the image and any other information that needs to be shown when guests open the account information on Whatsapp.