3rd Party Integration

The WhatsApp Marketplace integration allows sending notifications via WhatsApp using either:

• Infraon Configuration (default built-in setup)

• 3rd Party Integration (external WhatsApp provider)

The 3rd Party Integration enables organizations to connect their own WhatsApp Business API provider instead of relying on Infraon’s internal configuration.

What is 3rd Party Integration?

3rd Party Integration allows Infraon to communicate with an external WhatsApp API provider using configured credentials. Instead of Infraon managing the messaging layer, the system:

• Sends API requests to the external provider

• Uses provider-managed templates

• Handles delivery via the provider’s infrastructure

Difference | Infraon vs 3rd Party Integration

Type	Description
Infraon Configuration	Uses Infraon-managed WhatsApp setup. No external API configuration required. Limited customization.
3rd Party Integration	Uses external WhatsApp provider APIs. Requires API credentials. Provides flexibility, control, and custom templates.

Add Configurations

The WhatsApp configuration screen allows you to set up integration with a third-party WhatsApp provider by entering API details and authentication credentials.

Configuration Details | WhatsApp

Label	Action	Description / Example
Integration Mode	Select option	Choose the integration type: Infraon Configuration: Uses built-in Infraon setup. Integrate via 3rd Party App: Enables integration with the external WhatsApp API.
Base URL *	Enter value	API endpoint of the WhatsApp provider used to send requests. Example: https://crm.officiXXXXa.com/api/meta
Version *	Enter value	Defines the API version supported by the provider. Example: v19.0
WABA ID (WhatsApp Business Account ID) *	Enter value	Unique identifier of the WhatsApp Business Account provided by the vendor.
Business Phone Number ID *	Enter value	Identifier of the registered WhatsApp business phone number used for sending messages.
API Key	Enter value	Some providers require an optional authentication key to access their APIs.
Auth Key *	Enter value	Mandatory authentication token used to authorize API requests. This field is masked for security.

Click Next to validate the entered details and proceed to the Template Configuration screen.

Template Configuration

The Template Configuration screen displays all WhatsApp templates retrieved from the configured 3rd-party provider. Users can enable required templates to make them available for workflow-based notifications. Steps to Configure Templates:

• Review the list of available templates fetched from the provider.

• Identify the required templates based on use case (e.g., ticket creation, closure).

• Enable the required templates by toggling them on.

• Verify template content and placeholders.

• Click Save to complete the configuration.

Label	Action	Description / Example
Template List	View templates	Displays all available WhatsApp templates fetched from the provider. Each template includes name, category, language, and status.
Enable / Disable Toggle	Toggle template	Enable a template so it is available for workflow use. Disabled templates will not be available in workflow configuration.
Template Name	View only	Displays the name of the template. Example: new_ticket_created
Category	View only	Displays the template type. Example: Utility / Authentication
Language	View only	Displays the language of the template. Example: English
Status	View only	Displays approval status from the provider. Example: Approved
Template Content	View message	Displays the template message with placeholders. Example: Hello {{1}}, your ticket {{2}} has been created.
Variables / Macros	View placeholders	Displays dynamic placeholders used in the template. Example: {{1}}, {{2}}

Click Save to apply the selected templates and complete the configuration.

To enable WhatsApp notifications in a workflow, you must configure the Send via WhatsApp action. Click here to navigate to the workflow configuration and set up the required action, including selecting the template and recipients.