Whatsapp Setup

This guide walks you through setting up WhatsApp as a communication channel for your Leena AI virtual assistant. WhatsApp integration is powered by Infobip and requires configuration across multiple sections in the admin dashboard.

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Prerequisites

Before you begin, ensure you have:

• An active Infobip account with WhatsApp Business API access
• A verified WhatsApp Business Account (WABA) approved by Meta
• Your Infobip API URL and API Key
• Your WhatsApp business phone number registered with Infobip

Navigate to WhatsApp Setup

Go to Settings → Channels → WhatsApp in the Unified Dashboard. This page contains all the configuration sections needed to activate WhatsApp for your bot.

Section 1: App Credentials

Enter your Infobip API credentials to establish the connection between Leena AI and your Infobip account.

1. API URL — Your Infobip base API URL (e.g., https://xxxxx.api.infobip.com).
2. API Key — Your Infobip API key used for authenticating API requests.

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Keep your API Key confidential. Do not share it publicly.

Section 2: Business Account Details

1. Business Account Number — Enter the WhatsApp phone number registered with your Infobip account (in international format, e.g., +1234567890).
2. Business Name — The display name associated with your WhatsApp Business Account.

Section 3: Webhook Setup

To receive inbound WhatsApp messages, you need to configure a webhook in your Infobip account that points to the URL displayed in this section.

1. Locate the Webhook URL displayed on the setup page.
2. Click the Copy button next to the URL to copy it to your clipboard.
3. Log in to your Infobip portal.
4. Navigate to Channels and Numbers → WhatsApp → Subscriptions (or your event notification settings).
5. Add a new subscription and paste the copied Webhook URL as the callback endpoint.
6. Save the subscription in Infobip.
7. Return to the Leena AI dashboard — the webhook status indicator will update once messages begin flowing.

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The webhook URL is auto-generated and unique to your bot instance. You do not need to modify it.

Section 4: Employee Provisioning

This section controls how employees are provisioned for WhatsApp access.

Force user creation on sync — When this toggle is enabled, employee records are automatically created in the WhatsApp channel during the HR sync process, even if the employee has not yet interacted with the bot. This allows proactive messaging to those employees.

• If disabled, employees will only be created as WhatsApp channel users when they initiate a conversation with the bot.

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Employee provisioning depends on your HR sync configuration. If no employees have been synced or uploaded, you will not be able to send proactive messages. Navigate to Settings → Bot Users to manage employee data via sync or bulk upload.

Section 5: Consent & Opt-in Settings

WhatsApp requires user consent (opt-in) before you can send proactive messages. This section lets you configure how opt-in is handled.

Auto Opt-in

• Enabled — Employees are automatically opted in when their records are created during sync. No opt-in initiation template is required. The opt-in template dropdown will be disabled.
• Disabled — You must select an Opt-in Initiation Template from the dropdown. This template will be sent to employees to collect their consent before proactive messaging can begin.

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Legal Responsibility: If you enable Auto Opt-in, you (the customer) are responsible for ensuring that employee consent has been captured outside of this platform in compliance with applicable data privacy regulations.

Opt-in Initiation Template

When Auto Opt-in is disabled, select a pre-approved WhatsApp template from the dropdown. This template will be sent to employees as the first outreach to request their opt-in consent.

Section 6: Template Readiness

WhatsApp proactive (outbound) messaging requires Meta-approved message templates. This section shows the current status of your templates.

• Total Templates — The total number of WhatsApp templates synced from Infobip.
• Approved Templates — The number of templates with an "Approved" status from Meta. Only approved templates can be used for outbound messaging.

Click Sync Templates to pull the latest template data from your Infobip account.

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If you have 0 approved templates, you will not be able to send proactive messages. Go to the Templates module to create and submit templates for Meta approval, or manage them directly in the Infobip portal.

Section 7: Authentication Settings

Configure how employees authenticate when interacting with the bot on WhatsApp.

• Auth Type — Choose between SSO, OAuth, or other supported methods based on your organization's identity provider setup.
• Re-authentication — When enabled, employees will be prompted to re-authenticate after a configurable threshold period (in hours).

Readiness Checklist

Your WhatsApp channel is fully operational when all of the following are in place:

Troubleshooting

Messages are not being received by the bot Verify that the webhook URL has been correctly pasted in your Infobip Subscriptions settings. Ensure the subscription is active and pointing to the correct callback URL.

Proactive messages are not being sent Check that you have at least one approved template and that employees are provisioned and opted in. If Auto Opt-in is disabled, ensure the opt-in template has been sent and employees have responded.

Employee count shows 0 after setup Employee provisioning depends on the HR sync process. Trigger a sync from Settings → Bot Users, or perform a bulk upload. Ensure the "Force user creation on sync" toggle is enabled if you want automatic provisioning.

Related Resources

• Bot User Management
• Google Chat Setup
• Slack Setup