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Social Media Technical Reference
WhatsApp Channel Process Overview
To get a WhatsApp channel up and running, follow the steps listed below. For detailed instructions, see the following pages.
| Steps | Description | Responsible | Action to be taken |
| 1 | Integrate PureConnect with Cloud Organization | Genesys (Admin) | In Interaction Administrator, set up Administrator credentials, Organization short name, and Region. |
| 2 | Set up a WABA (WhatsApp Business Account) in Facebook on behalf of end-customer | Genesys (PM) | Setting up Facebook Business Manager (FBM) for WABA. |
| 3 | Genesys (PM) | Set up your WhatsApp channel name and WhatsApp phone number in FBM. | |
| 4 | WhatsApp approval for Customer | WhatsApp/FB | Facebook has a two-step approval process for WhatsApp accounts with a predefined lead time. |
| 5 | Social Media Console - WhatsApp channel creation | Customer (Admin) | The channel name, the phone number, and the WABA certificate must be set up. |
| 6 | Authentication by WhatsApp | Customer (FBM) | Verifying a phone number via WhatsApp. |