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CRM Documentation

The same product docs available in the dashboard—guides for setup, architecture, modules, and day-to-day use.

Channels · Whatsapp Cloud
docs/channels/whatsapp-cloud.md PDF Download all

WhatsApp Cloud API

Fully supported inbound WhatsApp messaging, lead/conversation creation, and Inbox replies.

Prerequisites

  • Meta Developer app with WhatsApp product
  • Phone Number ID + Cloud API access token
  • META_APP_SECRET in CRM .env
  • Public HTTPS webhook URL (ngrok for local)
  • Queue worker on channels

Meta links:

  • https://developers.facebook.com/apps
  • App → WhatsApp → Try it out / API Setup (token + Phone Number ID)
  • App → WhatsApp → Production setup / Configuration (webhooks)
  • App Secret: App settings → Basic

Connect in CRM

  1. META_APP_SECRET=... then php artisan config:clear
  2. Channels → Connect channel → WhatsApp Cloud API
  3. Fields:
    • Display name
    • Phone Number ID (stored as external_page_id)
    • Optional WABA ID (external_account_id)
    • Access token
  4. Copy Webhook URL + Verify token from the connection page

Meta webhook

  1. Callback URL = https://YOUR_HOST/webhooks/channels/{uuid}
  2. Verify token = CRM value
  3. Verify and save
  4. Subscribe to messages

CRM answers Meta GET verification (hub.challenge) for WhatsApp connections.

Inbound behavior

  • Validates X-Hub-Signature-256
  • Parses WhatsApp messages webhooks
  • Creates/updates lead (source whatsapp) + conversation + inbound message
  • Status-only webhooks (delivered/read) are acknowledged and ignored
  • Idempotency: whatsapp_message_{wamid}

Inbox reply

  1. Open CRM → Inbox
  2. Open the thread
  3. Send reply (permission reply.inbox)
  4. CRM calls Graph POST /{phone-number-id}/messages and stores an outbound message

Assign requires assign.inbox (admin by default).

Test connection

Graph lookup on Phone Number ID (display_phone_number, verified_name).

Local checklist

php artisan serve
php artisan queue:work --queue=channels,default
ngrok http 8000

Update Meta callback when the ngrok host changes.

Troubleshooting

Issue Fix
Verify fails Wrong verify token; CRM/ngrok down; using http://127.0.0.1 in Meta
Test connection fails Bad token / Phone Number ID / Graph version
Message received in Meta logs but not CRM Worker not running; signature secret mismatch
Reply errors Closed conversation; missing token; outside WhatsApp messaging window (Meta policy)

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