WhatsApp setup connects Leena AI to your WhatsApp Business account, powered by Infobip, so employees can reach the assistant on WhatsApp.
The page works through six numbered sections, from credentials to authentication.
Where to find it
Open the Admin Console, then go to External channels → Whatsapp.
1. App credentials
Your Infobip API credentials connect the channel.
| Field | What it is |
|---|---|
| App URL | Your Infobip API URL |
| App key | Your Infobip API key |
2. Infobip setup for WhatsApp
Your WhatsApp business number and display name.
| Field | Notes |
|---|---|
| Business account number | Digits only — the field rejects anything else |
| Business name | The display name employees see |
The webhook
The page shows a Webhook URL. Copy it and paste it into Infobip under Subscriptions → Event notifications.
This is what delivers inbound WhatsApp messages to Leena AI. Without it, the assistant can send but never receives — a failure that looks like the assistant ignoring employees.
3. Template readiness
WhatsApp requires a Meta-approved template for any message sent outside an active 24-hour session, so proactive messaging depends entirely on having approved templates.
The section shows Total templates and Approved templates. If nothing is approved, the page warns that you cannot send proactive messages until at least one template clears Meta review.
Sync templates pulls the current approval status from Infobip. Go to templates opens the WhatsApp tab in Templates, where templates are created and submitted.
4. Employee provisioning and readiness
Employees must be provisioned for WhatsApp before they can be messaged.
Create access for employees on sync provisions them automatically during the next HR sync, which is the practical way to do it at scale. With it off, and no employees provisioned, no messages can be sent.
5. Consent and opt-in settings
Controls how employees are opted in to receive WhatsApp messages.
| Setting | What it does |
|---|---|
| Auto opt-in | Opts employees in without an in-channel prompt |
| Opt-in initiation template | The template used to request opt-in |
| URL button template | The template used for URL button interactions |
Auto opt-in shifts the compliance burden to youEnabling it confirms that your organisation has obtained the necessary consent from employees outside this platform. Your organisation is legally responsible for that consent.
Confirm with your legal or works council contact before enabling it, particularly where employees are using personal phone numbers.
6. Authentication configuration
How employees verify their identity when using WhatsApp.
| Field | What it is |
|---|---|
| Authentication type | The verification method |
| SAML Entity ID | The SAML entity for SSO-based verification |
| App ID | The app identifier |
| Custom domains | Allowed email domains for OAuth login, such as company.com. Type a domain and press enter |
| Custom field | An additional field where your setup needs one |
| Re-authentication | Whether employees must periodically re-verify |
| Re-authentication threshold | How many hours before re-verification. Digits only |
Because WhatsApp is often used on personal devices, the re-authentication threshold matters more here than on managed channels.
Saving
Save applies the configuration and Discard reverts it, after confirming. Leaving with unsaved changes prompts you first.
Updated 3 days ago