We’re looking forward to implementing WhatsApp for Intercom, considering the documentation on integrating the WhatsApp App with Intercom we have some concerns, we hope people who have already done this integration may be able to answer.
We’re currently using the WhatsApp API for custom marketing messaging and authentication, it simple, it only redirect the user to our App, however we would like a way to see if the user reply, and if so, for our customer service team to continue the conversation, note that there’s no third party manager of the account, we call the API ourselves, the WABA is hosted on Meta directly, we hope that can be achieved through this integration, so in concrete these are our concerns:
- If we integrate WhatsApp, we’ll lose access to manually call the WhatsApp API for authentication OTP and marketing messages?
- Can the API still create new conversations with new users?
- Can the integration at Intercom see those message, so the Customer Support team see the entire conversation history?
- Since no third party is holding our WABA, there’s no migration, nor new creation process involved, what to do here?
Best answer by EdenView original