What is this handbook about?
WhatsApp Business has a number of exciting features for accommodation providers of any size. From saving time to personalizing your conversations, using Myma.ai's WhatsApp Business account integration means building a smooth booking and check-in experience for your guests.
Myma.ai needs WhatsApp Business API access to automate responses. Myma.ai collaborates with Twilio, one of the largest approved Business Solution Providers of WhatsApp Business API.
The hotel will need to create an account with Twilio, and buy a new number from Twilio or port existing phone number to Twilio.
Myma discourages connecting existing WhatsApp number to the Twilio account, as that can result in loss of WhatsApp number during the migration process.
Supported Features
Here is the list of supported WhatsApp business features once connected to Myma
Feature | Supported? |
WhatsApp number per hotel | Y |
WhatsApp number connected to multiple properties | Y |
Take WhatsApp voice call using AI | N |
Automatic message responses using AI |
|
Read and interpret incoming text | Y |
Read and interpret incoming image | N |
Read and interpret incoming video | N |
Read and interpret incoming audio note | N |
Read and interpret incoming attachment | N |
Respond with text | Y |
Respond with image | Y |
Respond with video | N |
Respond with audio note | N |
Respond with attachment | N |
Live Chat capabilities |
|
Ability to take over AI conversation | Y |
Support for Live Chat only (no AI) | Y |
Receive incoming text | Y |
Receive incoming image | Y |
Read incoming video | Y |
Read incoming audio note | Y |
Read incoming attachment | N |
Respond with text | Y |
Respond with image | Y |
Respond with video | N |
Respond with audio note | N |
Respond with attachment | N |
Outbound Communication |
|
Send message to a single WhatsApp number | Y |
Send messages in bulk | N |
Outbound voice call | N |
Steps
Step 1: Sign up with Twilio
Step 2: Navigate to WhatsApp senders
Step 3: Setup a phone number
Step 4: Link WhatsApp Business Account with your number
Step 5: Connect Myma to Twilio
Step 6: Add or update business information
Step 7: Create templates for outbound messages
🎯 Estimated setup time: 15 to 30 minutes
Prerequisites for WhatsApp Setup with Twilio
If connecting to existing Meta account, you need to be Meta admin to complete the setup
Already using a WhatsApp Business App?
If you choose to migrate a phone number to the WhatsApp Business Platform, you cannot use that number on the WhatsApp Business App concurrently. Your number must be used either on the Business Platform or on the Business App.
If you are already using WhatsApp Business App, you can migrate your number to WhatsApp Business Platform as part of the Twilio Signup, but we strongly discourage that. You should keep the current number on your WhatsApp Business App as it is.
New to WhatsApp Business or buying a new number?
You need a mobile or a fixed/landline number to start using the WhatsApp Business Platform. You will be able to purchase a number from Twilio as part of the setup or you can choose to connect a number you already have (different from your personal WhatsApp number) to WhatsApp Business Platform.
STEP 1: Sign up with Twilio
Twilio is a publicly listed company on the New York Stock Exchange under the ticker symbol TWLO, providing communication tools to companies worldwide.
The WhatsApp charges will be directly billed to you through your Twilio account. You will need to add your credit card to the Twilio account that will be charged for the usage.
Read the Twilio Pricing Page to learn about the WhatsApp pricing for your country
STEP 2: Navigate to WhatsApp senders
Follow the two screenshots below to go to Messaging, where you will see WhatsApp senders under the menu Senders.
Pin Messaging for quicker access going forward.
STEP 3: Setup a phone number
Under WhatsApp Senders, follow the steps in the screenshot below to select a phone number to register.
Do not migrate an existing WhatsApp Business App number to Twilio, you will have to delete the account from your WhatsApp Business App, as a number can only be used within the app or in the WhatsApp Business Platform, and risk losing the number completely.
STEP 4: Link WhatsApp Business Account with your number
Follow the steps below to link your WhatsApp Business Account with your number
Already have a Meta Business Account?
Follow the prompts to connect your existing Meta Business Account to your new WhatsApp Business Account.
New to Meta Business?
Follow the prompts to create a new Meta Business Account, and connect to the new WhatsApp Business Account.
You will receive an SMS or a phone call to verify the number.
You will see a screen below once the setup is complete.
STEP 5: Connect Myma to Twilio
Myma.ai can handle this for you, or if you prefer to do it yourself, just follow these steps:
Go to Settings → Available Channels → Connect to WhatsApp.
Copy the Account SID and Auth Token from Twilio Console home page
Enter a friendly integration name for future reference, then add your Twilio Phone Number, Account SID, and Auth Token.
After all boxes are filled, press Create New Integration.
Then go back to Settings and click on Connected Channels. There, you will find a new tile with the WhatsApp logo.
Next, click on the WhatsApp tile, and copy the Service Endpoint URL provided.
Paste the Service Endpoint URL value into the field in Twilio, and then press Save.
STEP 6: Add or update business information
Go to Twilio, and input your business details. The users interacting with your WhatsApp will see these details.
STEP 7: Create templates for outbound messages
Outbound WhatsApp Business messages—defined as any business-initiated communication sent outside the 24-hour customer service window—must be pre-approved as templates and comply with strict content and usage restrictions.
You can reply to a customer message within 24 hours of their message, but outside that is considered a business-initiated communication. You can set up templates in Twilio and add them to Myma to be used in Unified Inbox.
Adding WhatsApp templates in Twilio
Adding Twilio templates to Myma dashboard
Add the WhatsApp templates using the Template ID from Twilio
Share the account with Myma (Optional)
This is optional step if you want the Myma.ai team to assist with steps 5 and 7 . Follow the steps below to invite [email protected], preferably with Admin or Developer role.
FAQ's
Can I generate a unique WhatsApp link to add to my website?
Login to your business meta account, and you will be able to generate a unique link to share on your website and other channels https://business.facebook.com/wa/manage/home
Here is an example link: https://wa.me/message/JTDY6QJ65ILMA1
I'm already using WhatsApp for Business, can messages come to my app as well as Myma?
No, WhatsApp number can either be connected to WhatsApp Business App or Myma.
Where will I see WhatsApp messages after connecting to Myma?
All customer messages and AI responses are recorded in Myma's Unified Inbox.
Can I still reply to customers if I want to send any additional information?
You can take over any conversation and send messages from Myma Dashboard with-in 24-hour customer service window. After 24 hours, it's considered business-initiated communication and you can still reply, but only with approved templates.
Business-initiated communication is not supported for US mobile numbers.
Is Myma Unified Inbox accessible through browser or mobile app?
Myma Unified Inbox is accessible through browser via a laptop or desktop. At this point Myma does not have a mobile app.
I have multiple properties, will I see messages from all hotels in single Unified Inbox?
Yes! All messages are recorded in a single Unified Inbox (accessible through Group Info tab), and accessible based on permissions.
Can I connect multiple hotels to same WhatsApp number?
Yes! Please reach out to [email protected] to enable the setup
Still have questions?
We are happy to help! Write to [email protected] or reach out to your Myma representative.