How to Connect Pingstreams with WhatsApp Business

Pingstreams WhatsApp Integration allows your customers to reach you through their favorite messaging application: WhatsApp. On the other end, your agents will be able to promptly respond directly from our Web Chat. Quick replies, action buttons and media like images, videos and documents are supported on both sides.

If you haven’t yet configured a WhatsApp Business account, our guide Configure a WhatsApp Business Account awaits you!

Prerequisites

Before connecting WhatsApp Business to Pingstreams:

• Configured WhatsApp Business account with approved phone number
• Active Pingstreams project with appropriate permissions
• Permanent access token from Meta Business Suite
• WhatsApp Business Account ID from Meta Developer Console

Install the WhatsApp Business App on Pingstreams

Login into the Pingstreams Console and create a project if you haven’t already. Just click on “Add project”, choose a name for your project and then click on “Add project” button (leave all the options on default values).

Once your project is ready, use the left-bar menu to go to Settings → Integrations, and search for the WhatsApp Business app.

As shown in the image, you have two options to authorize WhatsApp: Configure using OAuth or Manual Configuration.

Method 1: Configure using OAuth (Recommended)

“Configure using OAuth” means you can connect Pingstreams to WhatsApp Business through Meta’s standard OAuth authorization flow, instead of pasting app IDs, secrets, and tokens by hand. The process is designed to be intuitive and simple.

OAuth Setup Process

After clicking on “Configure using OAuth,” a pop-up will appear asking you to confirm your account and then provide your business name, business email, website, and other details, as shown in the image.

The process is quite straightforward. After that, you’ll be asked to either connect your existing WhatsApp Business app or start with a new WhatsApp phone number.

Complete OAuth Integration

1. Follow the steps one by one through the OAuth flow
2. Verify your phone number when prompted
3. Grant necessary permissions to Pingstreams
4. Click the Finish button when verification is complete

That’s it! After a few seconds, you should see the confirmation page. In the top right corner, you’ll see the status: Connected.

Method 2: Manual Configuration

Let’s also take a look at Manual Configuration. After selecting this option, you will see the fields below, which you’ll need to fill out and configure:

• WhatsApp token which is your permanent token
• Verify Token which is a simple password of your choosing
• WhatsApp Business Account ID which you can find in the API configuration section of your app on the Meta for developers console
• Pingstreams Webhook Endpoint, which is to be pasted in the API configuration section of your app on the Meta for developers console

Manual Configuration Steps

1. If you have doubts about the permanent token, please look up our guide Configure a WhatsApp Business Account.

Note: You can use a Temporary access token instead of a permanent one. You can find it on Meta for Developers Console → WhatsApp → Getting Started. You can use it for testing purposes, however, since it expires after 24 hours, its use is highly discouraged.

2. Choose a verify token (i.e. “my-verify-token”) and type it in the “Verify Token” field, then click on the “Connect” button. Your app is now connected. Click on “Copy” button to copy the webhook endpoint to clipboard, then move to Facebook Developer Console and open the app where you have installed the WhatsApp plugin.

Configure Webhook in Meta Developer Console

On the left-side menu, underneath products section, go to WhatsApp → Configuration. Then click on “Edit” and paste the URL you copied earlier in “Callback URL”. Type in your verify token as well, then click on “Verify and save” button.

If the verification fails, please check your configuration parameters.

Subscribe to Webhook Fields

Now click on “Manage” …

… click on “Subscribe” for messages option, then click on “Done” button.

Verify Integration Success

Well done! The configuration is now completed and you should be able to receive message from WhatsApp to your Pingstreams chat. If a chatbot has been configured, it will be the first one to greet your customers!

Advanced Configuration Options

Webhook Field Subscriptions

For comprehensive WhatsApp integration, consider subscribing to additional webhook fields:

• messages: Receive all incoming messages
• message_deliveries: Track message delivery status
• message_reads: Monitor read receipts
• message_reactions: Capture user reactions
• message_template_status_update: Track template approval status

Multi-Phone Number Setup

For businesses with multiple WhatsApp numbers:

1. Repeat the configuration for each phone number
2. Use different verify tokens for security
3. Map numbers to specific departments in Pingstreams
4. Set up routing rules for different business units

Integration Testing

Verify your integration works correctly:

Test Incoming Messages:

• Send a WhatsApp message to your business number
• Verify it appears in Pingstreams dashboard
• Check that agent responses reach WhatsApp users

Test Media Support:

• Send images, videos, and documents
• Verify media displays correctly in Pingstreams
• Test sending media from Pingstreams to WhatsApp

Test Quick Replies and Buttons:

• Configure quick reply templates
• Test interactive button messages
• Verify user interactions work properly

Security and Compliance

Webhook Security

Implement security best practices:

// Example webhook signature verification
const crypto = require('crypto');

function verifyWebhookSignature(payload, signature, secret) {
    const expectedSignature = crypto
        .createHmac('sha256', secret)
        .update(payload)
        .digest('hex');
    
    return crypto.timingSafeEqual(
        Buffer.from(signature),
        Buffer.from(expectedSignature)
    );
}

Data Protection

Ensure compliance with privacy regulations:

• GDPR compliance for EU customers
• WhatsApp Business Policy adherence
• Data encryption in transit and at rest
• Access control for sensitive customer data

Message Retention

Configure appropriate message retention:

• Business requirements for message history
• Legal compliance with local regulations
• Storage optimization for large media files
• Backup and recovery procedures

Performance Optimization

Webhook Response Times

Optimize webhook performance:

• Respond quickly to webhook calls (< 20 seconds)
• Use asynchronous processing for heavy operations
• Implement proper error handling
• Monitor webhook reliability

Rate Limiting Considerations

Understand WhatsApp API limits:

• Message rate limits based on phone number tier
• Template message restrictions
• Quality rating impact on messaging limits
• Business verification benefits

Scaling for High Volume

For enterprise-level messaging:

• Multiple phone numbers for different regions/departments
• Load balancing across webhook endpoints
• Message queuing for high-throughput scenarios
• Monitoring and alerting for system health

Troubleshooting Common Issues

Connection Problems

Issue: Webhook verification fails Solutions:

• Double-check verify token matches exactly
• Ensure webhook URL is accessible via HTTPS
• Verify Meta can reach your webhook endpoint
• Check firewall and security group settings

Message Delivery Issues

Issue: Messages not appearing in Pingstreams Solutions:

• Verify webhook subscription includes “messages” field
• Check webhook endpoint is responding with 200 status
• Review Pingstreams integration logs
• Test webhook manually with Meta’s testing tools

Token Expiration

Issue: Temporary tokens expire after 24 hours Solutions:

• Generate permanent access token instead
• Implement token refresh automation
• Set up monitoring for token expiration
• Use OAuth flow for automatic token management

Advanced Features

Custom Webhook Processing

Implement custom webhook logic:

// Example webhook handler with custom processing
app.post('/whatsapp-webhook', (req, res) => {
    const body = req.body;
    
    // Process different webhook events
    if (body.object === 'whatsapp_business_account') {
        body.entry?.forEach(entry => {
            entry.changes?.forEach(change => {
                if (change.field === 'messages') {
                    const messages = change.value.messages;
                    messages?.forEach(message => {
                        // Custom message processing
                        processIncomingMessage(message);
                    });
                }
            });
        });
    }
    
    res.status(200).send('EVENT_RECEIVED');
});

Integration with CRM Systems

Connect WhatsApp data to your CRM:

• Automatic contact creation from WhatsApp interactions
• Conversation history sync with customer records
• Lead scoring based on WhatsApp engagement
• Sales pipeline updates from chat interactions

Analytics and Reporting

Track WhatsApp performance:

• Message volume and response times
• Customer satisfaction scores
• Agent productivity metrics
• Conversion rates from WhatsApp leads

Next Steps

After successful integration:

1. Configure message templates for business communications
2. Set up automated responses and chatbots
3. Train your team on WhatsApp best practices
4. Implement broadcast campaigns for customer engagement
5. Monitor performance and optimize workflows

Support and Resources

If you have any questions, feel free to contact us:

• Live chat support directly through our platform
• Technical documentation for advanced configurations
• Community forum for best practices and tips
• Professional services for enterprise implementations

For more information about our comprehensive customer communication platform, visit the Pingstreams Website.

Your WhatsApp Business integration with Pingstreams is now complete and ready to transform your customer communication experience!