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Hi All,

I am new to Freshworks. As we are tried to use Freshchat we could not find proper solution to integrate with our software. We explained our requirements with Freshworks customer support team. Still, we have not received any response from them. Might be difficult to understand them (as they are supporting people). Our need is to integrate with other software data:

  1. Assume there is some other applications have large amount of data. (For ex: NSE - stock market API)
  2. We have an application (hub) to configure multiple details to connect/fetch NSE data with proper credentials.
  3. Periodically, we are sending (WhatsApp) notifications to our (registered into hub) customers by TEXT, IMAGE, PDF, etc., using NSE data
    1. Here we are using our customer’s Facebook Business account credentials to send notifications by WhatsApp.
    2. We are receiving multiple requests from customer(brokerage agencies) who are not having/ not ready to register with Facebook business account. So, we planned to send notifications using our credentials. (We have registered as Business Account)
  4. As we have multiple registered broker agencies, we have to manage the notifications on behalf of them via WhatsApp.

  5. In future customer can configure with Chatbot to automate the communication of their customer.

I don’t know is it possible in Freshchat. Please suggest me anyother idea to integrate with freshworks.

Hi ​@santhosh 

Thanks for sharing the details of your use case. I understand that you’d like to manage WhatsApp notifications for multiple brokerage agencies through your hub application, and some of these agencies do not want to set up their own Facebook Business Accounts.

Here’s how this works with Freshchat and WhatsApp integration:

  1. WhatsApp Business Account Requirement
    WhatsApp’s policies typically require each business (agency) to have its own verified Facebook Business Account and associated phone number if messages are to be sent under their brand. Using a single Business Account to send messages on behalf of other independent businesses is generally not supported unless those agencies are set up as sub-accounts under your Business Manager.

  2. Single vs Multiple Numbers

    • Freshchat currently allows connecting upto 25 WhatsApp number per account.

    • If you send all notifications from your Business Account, the messages will come from the number you have integrated for all agencies.

    • If agencies want separate sender identities, they will need to register their own WhatsApp Business Accounts (or sub-accounts).

  3. Conversation Management

    • If you use a single number, you can still separate conversations in Freshchat using different topics and assignment rules to identify which agency the conversation belongs to.

    • Replies from end customers will appear in Freshchat, and you can manage them centrally but with agency-based segmentation.

  4. Template Management

    • Message templates are tied to the WhatsApp Business Account.

    • If you use your own Business Account for all agencies, you will need to manage and maintain all required templates centrally.

       

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