WhatsApp Setup

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Setup Time: 2-5 days (includes Meta template approval)

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Step 1 — Meta Business Setup

1. developers.facebook.com → Create App → Business
2. Add WhatsApp product
3. Go to WhatsApp → Getting Started
4. Note your Phone Number ID and WhatsApp Business Account ID

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Step 2 — Generate Permanent Access Token

1. Meta Business Manager → System Users → Add System User
2. Role: Admin
3. Generate New Token → select your app
4. Permissions: whatsapp_business_messaging + whatsapp_business_management
5. Copy the permanent token

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Step 3 — Register Webhook

1. WhatsApp → Configuration → Webhook
2. Callback URL: https://app.fincelo.app/api/webhooks/whatsapp
3. Verify Token: choose any string → copy it
4. Click Verify and Save
5. Subscribe to: ✅ messages ✅ message_deliveries ✅ message_reads

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Step 4 — Submit Message Templates

Fincelo uses 6 pre-built templates. Submit them for Meta approval: Submit via Fincelo: Settings → CSM Hub → WhatsApp → Submit Templates

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Step 5 — Configure in Fincelo

1. Fincelo → Settings → CSM Hub → Channel Config → WhatsApp
2. Enter Phone Number ID + API Token
3. Save ✅

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Step 6 — Add CSM WhatsApp Numbers

1. Settings → CSM Hub → CSM Roster → each CSM → WhatsApp Number
2. Format: +919876543210 (E.164 international format)
3. Must be a number registered with WhatsApp

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24-Hour Window Policy

Meta policy: you can only send free-form messages within 24 hours of the CSM messaging you. After 24 hours, Fincelo automatically uses approved templates. This is enforced by lib/whatsapp-session-manager.ts.