WhatsApp Integration (СhatAPI)

Please pay attention that the integration via the Chat API is an unofficial solution. Using this integration may violate WhatsApp policies, as well as block your account.


To connect a WhatsApp channel to the HelpDeskEddy system, you need to:


  • Connect your WhatsApp account to the integration following the instructions.


You will be offered the following authorization options (connecting your WhatsApp account):

The usual one should be chosen if the WhatsApp account was registered more than a month ago;
If your WhatsApp account was registered less than a month ago, you need to go through Secure Authorization to reduce the likelihood of blocking, after which you will be prompted to install the extension in your browser.


  • Next, you need to authorize the server through WhatsApp Web:



To send and receive messages, you must authorize the server as WhatsApp Web:

  • Open WhatsApp on your phone;
  • Click Settings and go to WhatsApp WEB and plus;
  • Scan the code and wait for a one minute.


  • The phone must have constant access to the Internet;
  • The code can be scanned within 1 minute after downloading. Sending messages will be available immediately after authorization.

After successfully connecting WhatsApp Web, the authorization status will be displayed: Authenticated. You can set the necessary "Instance settings", and after copy the "Your API URL" and "Token" - the information required to connect the channel to the system.




To add a channel to the system, go from the Management module to the "Setting up communication channels" section and then press the "Add a channel" button. You need to select the WhatsApp ChatApi channel and the Department that will receive requests from this channel. Enter the channel name (optional), API URL and Token.




After clicking on the "Synchronize and save" button, a notification will appear - "Connection successfully established".




All messages that you receive in your Whatsapp account will be displayed in the system.

This also applies to group chats - i.e. if you are in a specific Whatsapp group, then the system will also display all messages that are written by users of this group.

If necessary, group chats can be disabled for the system, this can be done in the "Channel settings" block.


To work with requests from the channel in the "Omnichannel" module, you must additionally enable the display of requests from the channel. This can be done in the module subsection - "Omnichannel Settings" by checking the box opposite the desired channel in the "View channels" block.



Please note that this solution was implemented by third-party developers, we recommend that you contact the Chat API developers directly for payment and performance of the WhatsApp channel.