SysOS Help Center
Channels

Support channels let customers reach your team from the tools they already use. Every message becomes a ticket in Helpdesk → Tickets, and your replies go straight back to the customer on that channel.

Channel setup lives in Helpdesk → Ticket Configuration → Channels. Each channel is configured per workspace (its credentials are never shared with other workspaces).

This guide covers WhatsApp Business.

WhatsApp uses the WhatsApp Cloud API from Meta. You create an app in Meta, enter its credentials here, then point Meta's webhook at the app.

1. Create a Meta app

  1. Go to developers.facebook.com → My Apps → Create App and choose type Business.
  2. Add the "Connect with customers through WhatsApp" use case.
  3. Select or create your Business portfolio (required). A brand-new Facebook account may need to wait before it can create one.
  4. Finish creating the app.

2. Get your credentials

In the Meta app, open WhatsApp → API Setup:

  • Phone Number ID — under the test or registered number.
  • Access token — shown on the page (temporary tokens last ~24h; for production create a permanent System User token with the whatsapp_business_messaging permission).

3. Enter them in the app

Open the channel setup

  1. In the sidebar, go to Helpdesk → Ticket Configuration.
  2. Open the Channels tab.
  3. Find the WhatsApp Business card and click Set up.
  4. Fill in Phone Number ID, Access Token, and a Webhook Verify Token (any secret string you invent, e.g. sysos-wa-7k2p).
  5. Click Save.

4. Connect Meta's webhook

  1. In the WhatsApp dialog, click Show webhook setup and copy the Callback URL and Verify Token.
  2. In Meta, go to WhatsApp → Configuration → Webhooks.
  3. Paste the Callback URL and the same Verify Token, then click Verify and save.
  4. Subscribe to the messages field.

5. Test

On the Meta API Setup page, add your own number as a recipient (test numbers can only message pre-approved recipients until the app is verified), then reply from your phone to the test number. It becomes a ticket.

Good to know

  • You can send free-form replies only within 24 hours of the customer's last message (Meta policy). Outside that window WhatsApp requires an approved message template.