Table of Contents

Vonage WhatsApp

JQ Lee Updated by JQ Lee

To connect to Vonage WhatsApp, a Vonage WhatsApp API account is required. Read this guide to create a Vonage WhatsApp API account.
Vonage Logo

In addition to providing SMS services, Vonage is also an API provider that works directly with WhatsApp as an official partner. Vonage also provides other services such as phone number purchases and WhatsApp Official API account management.‌

By integrating Vonage WhatsApp API, the platform can enable you to respond to WhatsApp messages directly.

This channel has a limited 24-hour messaging window due to WhatsApp regulations. Find out more here!

Connecting Vonage WhatsApp

Step 1: Navigate to Channel Settings

From Settings Module, navigate to the menu item, Channels.

Step 2: Add Channel

Press Add Channel and choose WhatsApp. Select Vonage on the second step.

Connecting Vonage WhatsApp to respond.io dialog
Connecting Vonage WhatsApp to respond.io dialog

Step 3: Sign in to Vonage

Sign in with your user credentials at Vonage.

Step 4: Locate the API Key & API Secret

Find the API Key and API Secret on the Dashboard and add them to the corresponding fields on the respond.io platform.

Vonage Platform Settings Page

Step 5: Follow through the instructions

After you have filled in both values, follow through with the instructions by pressing NEXT.

Connecting Vonage WhatsApp to respond.io dialog

Step 6: Create an Application

At Vonage, navigate to Your Applications and create an application. Give the application a suitable name.

Step 7: Enable Messages

Enable Messages by enabling the toggle and selecting version v1.0.

Vonage Dashboard Application Page

Step 8: Add the Generated URLs

Add the generated URLs from respond.io to the corresponding fields on Vonage platform.

Step 9: Generate New Application

Scroll down and press Generate New Application.

Step 10: Link a Vonage WhatsApp Number

Open the Linked External Accounts tab and press Link next to the Nexmo WhatsApp Number.

Step 11: Follow through the instructions

After you have done the above, follow through with the instructions by pressing NEXT.

Connecting Vonage WhatsApp to respond.io dialog

Step 12: Select the Enabled WhatsApp Number

On the respond.io platform, select the enabled WhatsApp number from the dropdown.

Step 13: Connect the WhatsApp application to respond.io

On the Vonage platform, navigate to Applications and select the WhatsApp application to connect.

Step 14: Generate Public and Private Key

Press Edit and then press Generate Public and Private Key.

Step 15: Add the generated Private Key file

Add the Private Key field to the corresponding field on the respond.io platform.

Step 16: Save changes

On the Vonage platform, save changes to the dashboard.

Step 17: Complete the setup on respond.io

Press DONE to complete the setup.

Once you completed the setup, any messages sent to your Vonage WhatsApp Number will now be received in your Space.

Channel Configuration

Vonage WhatsApp channel can be configured with a unique channel name.

Step 1: Navigate to Channel Settings

From Settings Module, navigate to the menu item, Channels.

Step 2: Locate the Vonage WhatsApp channel

Once you have located the Vonage WhatsApp channel, press Configure.

Vonage WhatsApp Channel Configuration on respond.io platform

Step 3: Make the necessary configuration

You can configure the following:

  • Channel name - Name used internally to identify the account.
  • WhatsApp Business Account ID - This is required to sync and submit Message Templates. Contact your Vonage Customer Solution Architect to get this credential.
  • User Access Token - This is required to sync and submit Message Templates. Contact your Vonage Customer Solution Architect to get this credential.
Vonage WhatsApp Channel Configuration on respond.io platform
Important: As for the other credentials, please do take extra when updating them as changing these credentials may cause failure in receiving or sending messages from your Vonage WhatsApp account.

Step 4: Update the configuration

Press DONE to update the channel configuration.

Managing WhatsApp Message Templates

Before sending a Template Message to Contacts on the respond.io platform, please ensure you did the following:

  • Submitted the message template for approval.
  • Added the approved message template to Space.

Syncing Message Template

Before syncing Template Message on the respond.io platform, please ensure you did the following:
- Added WhatsApp Business Account ID and User Access Token in the channel configuration dialog.

Step 1: Navigate to Channel Settings

From Settings Module, navigate to the menu item, Channels.

Step 2: Locate the Vonage WhatsApp channel

Once you have located the Vonage WhatsApp channel, press Templates.

Step 3: Sync Templates

Press Sync Templates to begin the syncing process.

Syncing WhatsApp Message Template between Vonage and respond.io gif

Step 4: Syncing Completed

When the synchronization has been completed, the message templates will be listed with their corresponding status and the last synced date time will be updated. The rejection reason will be displayed underneath the rejected message template.

Status

Description

Submitted

The message template is submitted and pending approval.

Approved

The message template is approved and can be sent to contacts.

Rejected

The message template is rejected and cannot be used.

You may use the search and filter at the top right corner of the listing to find your templates easier.

Submitting Message Template

Step 1: Navigate to Channel Settings

From Settings Module, navigate to the menu item, Channels.

Step 2: Locate the Vonage WhatsApp channel

Once you have located the Vonage WhatsApp channel, press Templates.

Step 3: Submit Template

Press Submit Template to submit a Message Template for approval.

Submitting Vonage WhatsApp Message Template for approval on respond.io gif

Step 4: Fill in the required information

Fill in the information needed to create a new template.

Field

Description

Name

Name can only contain lowercase alphanumeric characters and underscores ( _ )

Category

The category to which the message template belongs to.

Language

The language that the template is written in.

Step 5: Start building the message

Build the message by filling in the necessary components, then review the message in the preview section.

Building Block

Description

Header

The Header is optional and serves as the title or header of your template. It supports the following:

  • Text
  • Image
  • Video
  • Document

Body

The Body should contain the most important text of your template. Only text is supported.

You may use markdown to format the content of this block.

Footer

The Footer only supports text and can be used to provide less relevant information in your template message.

Button

The button adds interactivity to your templates. There are two main types.

  • Quick Reply Button
    • Used for getting quick answers from your client.
    • Max 3 Quick Reply Buttons per Template.
    • Each Quick Reply cannot have more than 20 characters.
  • Call to Action Button
    • Used to send your client to a Website or call a Phone Number.
    • Max one URL and Phone Number per Template.
    • URL can have a parameter for personalization.

Step 6: Providing sample value

This is only applicable if you have included any parameters in your message template content.

Providing sample values to the parameter in the message template will assist the review to understand the message you are trying to send to your contacts.
Submitting Vonage WhatsApp Message Template for approval on respond.io gif
You may use Dynamic Variables to fill in the message template parameter.

Troubleshooting

Inability to Send and Receive Messages

If you are encountering issues sending and receiving messages, we recommend you to check the application version of your Vonage application.

Step 1: Navigate to Vonage

Sign in with your user credentials in Vonage.

Step 2: Verify the Messages version

Navigate to your Application and click on edit. Verify if you have selected v1 and Inbound URL: https://app.respond.io/nexmo/whatsapp/webhook under the Messages section. If it's not, proceed to update it and save changes.

Message status is not updated

If you are encountering issues with message status is not updated, we recommend you to check the Status URL of your Vonage application.

Step 1: Navigate to Vonage

Sign in with your user credentials in Vonage.

Step 2: Verify the Status URL

Navigate to your Application and click on edit. Verify if your Status URL is https://app.respond.io/nexmo/whatsapp/webhook under the Messages section. If it's not, proceed to update it and save changes.

Having trouble with the channel? Contact us here!

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