# WhatsApp

**WhatsApp** integration connects **Unite EMR** to **WhatsApp messaging services**. After configuration, the system sends automated appointment confirmations, reminders, cancellations, reschedules, and thank-you messages in real time. The setup supports both one-way and two-way communication.

{% hint style="info" %}

1. Before setup, ensure the phone number can receive OTPs, SMS messages, or phone calls. 
2. Back up your **WhatsApp data** before switching to a **WhatsApp Business account**. 
3. After setup, use the [**WhatsApp Chat** ](/uniteemr/master-modules/whatsapp-chat.md)screen to monitor message activity and manage conversations.
   {% endhint %}

***

### Prerequisites for WhatsApp setup

Before starting WhatsApp integration, confirm these requirements:

* A valid phone number that can receive OTP, SMS, or phone calls.
* Access to a **Facebook Business** account.
* A backup of **existing WhatsApp data** before switching to a **Business account**.

***

### **Steps to set up WhatsApp integration**

* Open the **Integrations (Home > Setup > Integrations)** screen. In the left panel, select **WhatsApp**.

  <figure><img src="/files/ltV8Ri8P79XmJ9KqU5Fj" alt=""><figcaption></figcaption></figure>
* Click the **GET STARTED** button. \
  \&#xNAN;***Note:** This button appears only during initial setup.*
* **Choose Integration type**

  <figure><img src="/files/shxh6hZCWZoJbbFtCrwD" alt=""><figcaption></figcaption></figure>

  * Choose one option:
    * **New number (API):** Connect a new number to WhatsApp Business API
    * **Existing number:** Use your current WhatsApp Business app (Coexistence Mode)
* **Verify your business**

  <figure><img src="/files/IHsO1E0hrQSqnNP7Egzi" alt=""><figcaption></figcaption></figure>

  * Click **VERIFY BUSINESS NOW** and complete verification in **Meta Business Manager**.
  * After verification:
    * Select **I confirm my business is verified**, or
    * Select **I have submitted for verification**
* **Verify your phone number**

  <figure><img src="/files/SoXA5kuJzwTE7Luigz2Q" alt=""><figcaption></figcaption></figure>

  * Choose one option:
    * **New number:** Confirm the number is not used in any WhatsApp app
    * **Existing number:** Confirm you want to use your current WhatsApp Business number
* **Connect your account**

  <figure><img src="/files/nEJ5jzrB7PDiDgwQjLuv" alt=""><figcaption></figcaption></figure>

  * Click **LOGIN WITH FACEBOOK** and complete the login process.

***

### **Steps to edit WhatsApp integration setup**

* Open the **Integrations (Home > Setup > Integrations)** screen. In the left panel, select **WhatsApp**.
* Use the **Business ID** dropdown to select an existing business ID.
* Click the **Plus** icon to add a new business ID by repeating the same setup flow.
* Manage the following settings:
  * [Account tab](#id-1.-account-tab)
  * [Templates Manager tab](#id-2.-templates-manager-tab)
  * [Clinic configuration](#id-3.-clinic-configuration)
  * [Edit clinic configuration](#id-4.-edit-clinic-configuration)
  * [Map templates](#id-5.-map-templates)

#### **1. Account tab**

<figure><img src="/files/xHfmXybcXnFLFoyZ5OcZ" alt=""><figcaption></figcaption></figure>

* In **Access Token Information** section, check the **Access Token**, **Issued Date and Time**, and **Expiry Date and Time**.
* In **Business Information** section, check the **Business Name**, **Business ID**, and **Meta Verification Status**.
  * Use these action buttons when needed:
    * **Manage Phone Numbers**
    * **WhatsApp Manager**
    * **Manage Payments**
* Review the spread that shows the connected business account details.

#### **2. Templates Manager tab**

* **Create a template**
  * Click the **Plus** icon to create a new template.

    <figure><img src="/files/yn07ENQHt0WH9GEfXxrm" alt=""><figcaption></figcaption></figure>
  * In **Setup Your Template**, select a category, enter a template name, and choose the language.

    <figure><img src="/files/gE7aVWfkewJrBfF9ffQ4" alt="" width="375"><figcaption></figcaption></figure>
  * In **Content**, optionally add a header and enter the message body. Click **ADD VARIBALE** to insert dynamic placeholders.

    <figure><img src="/files/uEYhvjT8xyXrJaxm4CHy" alt="" width="375"><figcaption></figcaption></figure>
  * In **Variable Content**, enter the variable text and select the internal value from the dropdown.

    <figure><img src="/files/bRkdKayezv5oj7FwBJpP" alt="" width="375"><figcaption></figcaption></figure>
  * Optionally add:
    * **Footer** text
    * **Phone Number** button
    * **Static URL** button
    * **Dynamic URL** button
  * Click **Submit for Review**.

    <figure><img src="/files/hsYjIH08gnKhSHevHTC3" alt=""><figcaption></figcaption></figure>
  * The template status appears as **Pending** until Meta approves it.
  * After approval, the status changes to **Approved**.

    <figure><img src="/files/VrbYIKEeAalLt08UE75w" alt="" width="563"><figcaption></figcaption></figure>
  * Click the **Sync** icon to refresh the templates list.

#### **3. Clinic configuration**

* Click the **Clinic Configuration** button in the top-right corner.

  <figure><img src="/files/2szhAGii8rpxTDpNozmq" alt="" width="563"><figcaption></figcaption></figure>
* Select the required **Business ID** and **Phone Number**.<br>

  <figure><img src="/files/wrKG0QdTxvODIuyUkFeX" alt="" width="304"><figcaption></figcaption></figure>
* Click **SAVE**.
* In the **WhatsApp Messages** popup, include the clinic phone number and website if required.

  <figure><img src="/files/mf3gLQI8a27lTomGHuyu" alt="" width="563"><figcaption></figcaption></figure>
* Acknowledge the details and click **SUBMIT**.
* Confirm that the Business ID and phone number are added successfully.
* By default, the communication mode is set to **One Way**.

#### **4. Edit clinic configuration**

* Click the **Clinic Configuration** button in the top-right corner.
* Click the **Edit** icon to open the configuration popup.

  <figure><img src="/files/rCR9Y4RV8rx62IMukXXd" alt=""><figcaption></figcaption></figure>
* Change the **Business ID** or **Phone Number** if required. To enable birthday wish notifications, select the **Birthday Wishes** checkbox.

  <figure><img src="/files/begafWSPFLquqziioZIy" alt="" width="280"><figcaption></figcaption></figure>
* Enter auto-reply content in **Template Message Auto Reply Content**.
* Turn on the **Two Way** toggle to enable two-way communication.
* Configure the **Patient Form** if required.
* Click **SAVE** to apply the changes.

#### **5. Map templates**

* Click the **Clinic Configuration** button in the top-right corner.
* Click **Map Template** to open **Templates Configuration**.

  <figure><img src="/files/3snvyoaR1UJadLMZ6Z5J" alt=""><figcaption></figcaption></figure>
* Map templates to the required appointment statuses.

  <figure><img src="/files/TLVb8zIqqekMvWVgaGBg" alt="" width="563"><figcaption></figcaption></figure>
* By default, the configuration is applied at the clinic level.

  <figure><img src="/files/gwd83IKIGv5o4ulZGjNw" alt="" width="563"><figcaption></figcaption></figure>
* Select **Department**, **Specialty**, or **User** to create specific mappings. Use the available filters to define whether the message is sent to the **Patient** or **Internal**.

***


---

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