Published at: 2026-09-17

WhatsApp access

Scenario

Connect to WhatsApp channels and unify customer conversations.

Before you begin

The enterprise has completed the preparation of Niu Xinyun account, WhatsApp account and Facebook account.

Configuration steps

Access method description

Whatsapp is the world’s mainstream instant messaging platform, providing business message sending (template messages) and real-time customer dialogue capabilities. Niu Xinyun is the official business solution provider (BSP) of WhatsApp, providing number management, template review, technical docking, fee settlement and other services; ShareCRM can realize the sending and receiving of WhatsApp messages by connecting to Niu Xinyun’s API through online customer service.
ShareCRM Online customer service connects to Niu Xinyun and supports the docking account type [WhatsApp Business API] version. The WhatsApp API version has the following advantages:
  • Supports rich message formats, including pictures, videos, files, emoticons, and text of up to 1024 characters
  • You can place buttons in messages to give users clear directions;
  • Return message status reports in real time, including message delivery, read, and failure;
  • Fully open, whether it is account management, template management, number management, sending and receiving messages, all API interfaces are open to facilitate integration with internal systems;
  • Of course, there is also a “disadvantage”, that is, “charges”. However, WhatsApp business accounts are originally designed for medium and large enterprises. The charging model is based on the number of conversations. The fees for different types of messages in different countries are different, similar to international text messages.
When you need to use this ability, you need to go to Niu Xinyun to register, recharge, and create a WhatsApp account
Before completing the binding registration, you need to register a FaceBook account in advance, which will be required for binding authorization later.

Step 1: Open and configure a Niu Xin Cloud account

  1. After contacting [Niu Xinyun] to open a Niu Xinyun CPaaS account, log in Setup , first follow the operation instructions for authentication.
  2. Go to WhatsApp > Customer Apps and create a new data sync app. Fill in “ ShareCRM Integration” for the application name, fill in appKey for appKey, and set the status to “Enabled”. After saving, record the application appKey. You need to use this value when binding the marketing channel later.
  3. Click [Number] in the operation column of the created application list. After entering the list, click [Embedded Registration] to start creating a new WhatsApp Business API account. For the specific creation process, please refer to Niu Xinyun Official Guidelines Document

Step 2: Complete Online Customer Service configuration

  1. In ShareCRM ** Online Customer Service Application ** > System Settings > Channel Settings > WhatsApp, enter Niu Xinyun’s appKey, appKey and appKey to complete the application authorization.
Screenshot: whatsapp access
  1. After the authorization is successful, the number associated with the application will be automatically synchronized.
Screenshot: whatsapp access
  1. Set session allocation rules to complete Whatsapp docking, please refer to: Session allocation rules
  2. After completion, you can receive user messages on the customer service workbench.
A number is considered an independent channel

Expected Result

  1. Send a test message using a connected WhatsApp number.
  2. Confirm that the message goes to the intended channel and session in the Customer Service Workbench.
  3. Reply to the test message to confirm that WhatsApp can receive it normally.

FAQ and troubleshooting

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