WhatsApp Integration

WhatsApp and NXCloud

WhatsApp is a leading global instant messaging platform that offers business messaging (template messages) and real-time customer chat capabilities. NXCloud is an official WhatsApp Business Solution Provider (BSP), providing services such as number management, template approval, technical integration, and billing. ShareCRM integrates with NXCloud’s API via its Online Customer Service feature to enable WhatsApp messaging.

ShareCRM’s Online Customer Service integrates with NXCloud and supports the WhatsApp Business API version, which offers the following advantages:

• Supports rich message formats, including Images, Videos, Files, emojis, and text messages of up to 1,024 characters.

• Allows adding buttons in messages to guide users with clear call-to-actions.

• Provides real-time message status reports, including delivery, read receipts, and failure notifications.

• Offers full API openness for account management, template management, number management, and message sending/receiving, facilitating seamless integration with internal systems.

• The only “drawback” is that it is a paid service, as WhatsApp Business API is designed for medium-to-large enterprises. Pricing is based on conversation volume, with rates varying by country and message type, similar to international SMS.

To use this feature, you must register, top up, and create a WhatsApp Business account on NXCloud.

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Before completing the registration and binding process, ensure you have a Facebook account ready for authorization.

NXCloud Account Setup and Configuration

1. Contact NXCloud to create a CPaaS account. Once registered, log in to the Admin Console and complete the verification process as guided.

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1. Navigate to WhatsApp > Customer Applications and create a new data sync application:

   • Application Name: ShareCRM Integration

   • Webhook: https://www.fxiaoke.com/erpdss/whatsapp/event/push

   • Status: Enabled
     After saving, note the appKey, which will be required for binding with ShareMarketing.

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1. Click Numbers in the application list, then select Embedded Registration to create a WhatsApp Business API account. Refer to the NXCloud official guide for detailed steps.

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Online Customer Service Configuration

1. In ShareCRM, go to Online Customer Service > System Settings > Channel Settings > WhatsApp, then enter NXCloud’s AccessKey, AccessSecret, and appKey to complete authorization.

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1. Upon successful authorization, the system will automatically sync the associated phone numbers.

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You can generate a link or QR code to share with users for initiating conversations.

1. Configure Conversation Assignment Rules to finalize WhatsApp integration. Refer to: Conversation Assignment Rules.

2. Once completed, agents can receive and respond to user messages in the Customer Service Workspace.

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Each phone number is treated as an independent channel.