Working with WhatsApp Sandbox

Working with WhatsApp Sandbox

The Zoho Desk WhatsApp Sandbox lets you prototype sending and receiving messages in a test environment. You can test most of the functionalities of the API platform and validate various business cases in real-time. Once you're ready to engage your customers, you can request an Official Business Account and a dedicated phone number.

How it Works

The Sandbox comes pre-provisioned with a WhatsApp phone number. All you need to do is, map the sandbox phone number with your test numbers to begin sending and receiving messages in the Sandbox environment. You can send and receive a maximum of 200 messages per day via the sandbox number.

Note:
  1. The pre-provisioned sandbox phone number is specific to regions. 
    Unites States: +17792422780
    Europe: +14699496153
    India: +14697783444

Here's how you can set up Sandbox in three simple steps:

Step 1: Enabling Sandbox Testing

The first step is to enable the sandbox testing environment in your Zoho Desk account. To do this, go to Setup -> Instant Messaging -> WhatsApp -> Sandbox. Click Sandbox Testing.



Agree to the WhatsApp terms of service to enable Sandbox. When you enable the Sandbox, a new WhatsApp channel is created and associated with your default department.



Step 2: Adding your Test Number to the Sandbox

The next step is to add your WhatsApp test numbers to the Sandbox environment. You must manually enter the test phone numbers to send and receive messages. You can add a maximum of 3 phone numbers.

To do this:
  1. Go to Setup -> Instant Messaging -> WhatsApp -> Sandbox. 
  2. Click Add Test Number on the Sandbox page.



  3. Enter your WhatsApp test numbers and click Confirm.

Notes:
  1. The test numbers must consist of a minimum of 4 digits and should not exceed 20 digits. Also, it must begin with a plus sign, '+' followed by the actual number.
  2. Once you add a test number, the field cannot be left empty. It should consist of at least one number to save.


Scan the QR Code

Now that you've entered the test number, you can quickly scan the QR code of the Sandbox number to start a conversation.
To do this:
  1. Go to Setup -> Instant Messaging -> WhatsApp -> Sandbox.
  2. Click Scan Code in the upper-right corner of the Sandbox page.



  3. Open your camera app and focus your screen on the QR code to scan it.
    Your smartphone will open WhatsApp.
  4. Send "Hi" to start a conversation with the Sandbox number.

Important:
  1. Only test numbers added to the Sandbox (refer to Step 2) must scan the QR code to initiate a conversation.

Step 3: Sending a Test Message

The final step in setting up the Sandbox is to send a message from the Sandbox environment and respond to it from your test number. This action replicates a business-initiated conversation and a customer replying to it. You can also do the other way around by starting a new conversation from your test number.

Sandbox Preferences

You can customize preferences like who can answer messages and convert tickets in the Sandbox environment. For more details, click here.

Updating your WhatsApp Test Number

You can add or remove the WhatsApp test numbers added to your Zoho Desk account at any time.

To do this:
  1. Go to Setup -> Instant Messaging -> WhatsApp -> Sandbox.
  2. Click Update Test Number in the upper-right corner of the Sandbox page.
  3. Make the necessary modifications to the test numbers.
    You can update one or all the test numbers in one shot.
  4. Click Confirm.

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