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Integrate with MessageBird

Last Update: Oct 2024 • Est. Read Time: 2 MIN
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By installing the MessageBird app, your organization will be able to integrate your SMS and WhatsApp channels in Kustomer and engage with customers around the world using a single platform. 

Who can access this feature?
User typesAdmins can set up this integration.


In this article

Prerequisites

  • To integrate MessageBird with Kustomer, you must have a MessageBird access key. If you are new to MessageBird and do not have this key, see Creating access keys for information on how to create one.
    If you already have an access key, you can access it from your MessageBird Developers dashboard.
  • If you plan on using WhatsApp with MessageBird, you must be approved by WhatsApp for Business API access and then connect it to MessageBird. For more information on obtaining WhatsApp Business approval, see their Business API page.

Install MessageBird

Administrators can install the MessageBird app once they have a MessageBird access key.

To integrate MessageBird with Kustomer, install the MessageBird app from within the Kustomer App Directory.

  1. Go to Appsand select Explore Directory.
  2. Search for MessageBird in the App Directory, and then select Install.

Connect Your MessageBird account

Once you install MessageBird, you need to add your MessageBird access key to ensure that you can send and receive SMS and WhatsApp messages. After you connect your access key, your MessageBird channels will be available for you to connect with Kustomer. 

To connect your account:

  1. Go to Appsand select MessageBird in the sidebar.
  2. Enter your MessageBird access key in the field provided and select Connect.
    The SMS and WhatsApp channels connected to your MessageBird are now available from the drop-down menus.
  3. Select the channel keys you want to connect to Kustomer.

When communicating with customers via WhatsApp, keep in mind the following:

  • You have to respond to a new conversation within 24 hours of receiving it. Additional replies will be rejected.
  • Messages that are sent within a 24 hour period are threaded into the same conversation. Messages sent after 24 hours will result in a new conversation being created. Every time the customer replies, the session window refreshes and it resets for another 24 hours.
  • Business-initiated conversations are natively supported using the WhatsApp integration.

To delete a connected channel:

  1. Go to Appsand select MessageBird in the sidebar.
  2. Select the next to the channel you want to delete.

    Note: Deleting a channel is a permanent action. Inbound and outbound messages from this channel will no longer work.

  3. Select Yes to confirm the deletion.
    The channel key will now be available in the drop-down menu, should you want to reconnect it.

To delete an access key:

  1. Go to Appsand select MessageBird in the sidebar.
  2. Delete any SMS or WhatsApp channels that are connected.

    Note: You must delete all connected channels to remove your access key.

  3. Select Delete.
    You can now add a new access key and connect the new channels to Kustomer.

Send documents over WhatsApp by MessageBird

You can send files as attachments when responding to a message via WhatsApp. 

Note: If you upload a document file (.PDF, .doc, or .docx) as an attachment, the accompanying message will not be sent along with the file. Please resend the message separately to ensure the customer receives it.