Prerequisites - WhatsApp Account Addition/Migration

Updated 

13 days ago

This article lists the prerequisites, eligibility criteria, and process for adding a new WhatsApp Business Account (WABA) or migrating an existing one into Sprinklr.

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Note: Before you begin, review these requirements and notes:

  • Admin-level access to the Meta Business Manager: The person whose personal Facebook account is attached to the signup flow must be an admin of the Business Manager account in order to set up WhatsApp Business accounts.

  • Verify Business Manager access: Use this link to check for Facebook Business Manager access. If you don’t yet have a Business Manager, you’ll need to create one and submit the required documentation for verification.

  • Government entities: If you are a government entity interested in using WhatsApp, contact Sprinklr Support at tickets@sprinklr.com for assistance.

Assets Involved

The process involves these assets:

A source WABA

(If with previous vendor - In migration case)

A phone number

The account the phone number is currently registered to.

The number that will be migrated.

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Eligibility Criteria

To be eligible for addition/migration, a business assets must meet the following criteria:

Asset

Requirements

Phone number

(With country code)

  • Must be currently registered with the source WABA.

  • If two-factor authentication was ever enabled for this number, it needs to be disabled. This means the source WABA owner needs to disable the two-factor 6-digit pin that was previously set.

    • If the WABA is on-behalf of model, client will not have the access to disable 2FA. The previous vendor needs to disable the 2FA

    • If the WABA is on sharing model, client will have the access to disable the 2FA (Steps to disable 2FA). Either the previous vendor or the client can disable the same. You must have admin level to the Business Manager where this number is currently added, and the same Business Manager will be selected for adding this account to Sprinklr.

  • After disabling the 2FA, The number will receive OTP by SMS or call at the final step

Source WABA

(In case of migration)

(Previous Vendor)

Registering a Phone Number Behind an IVR System

Businesses may want to register a toll‑free number (for example, 1‑800). on the platform. These numbers are usually behind an Interactive Voice Response (IVR) system which a WhatsApp registration call cannot navigate. Phone numbers behind an IVR system can be registered, but must be able to accept calls from international numbers and be able to redirect our SMS message or voice call to a real person.

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To register a phone number that is behind an IVR system:

  • WhatsApp shares with you 1 or 2 phone numbers that the registration call will come from.

  • Sprinklr Support team will open a Direct Support ticket asking for the registration call phone numbers and include the phone number you are trying to register in the ticket. Raise a support ticket at tickets@sprinklr.com.

  • Redirect the registration call to an employee or a mailbox to capture the OTP code.

Note: Phone numbers behind an IVR system that are unable to receive registration calls are not supported.

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