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Onboarding Guide ​

Talking Shops Onboarding

Welcome to Talking Shops! We're excited to have you on board and ready to transform your business with WhatsApp commerce. This comprehensive guide is designed to help you navigate your setup process and make the most of our platform's powerful features.

Inside, you'll find step-by-step instructions for setting up your account, activating your WhatsApp bot, launching marketing campaigns, and troubleshooting common issues. Each section explains not only how to complete a task but why it's important for your business success.

Whether you're looking to sell products directly through WhatsApp, provide automated customer service, or launch targeted marketing campaigns, this guide will help you understand which features you need and how to implement them effectively.

Our team is committed to your success and is available to provide support throughout your journey. Let's get started building your WhatsApp commerce solution!

Talking Shops Onboarding Guide ​

Detailed Checklist & Implementation Guide ​

This guide explains each step in the Talking Shops onboarding process, helping you understand which features are essential for your specific business needs and which are optional based on your intended use of the platform.

Table of Contents ​

  1. Prerequisites for Sign-Up
  2. Account Setup
  3. Bot Activation
  4. Marketing Setup
  5. WhatsApp Number Best Practices
  6. Troubleshooting Common Issues
  7. Feature Dependency Map
  8. Useful Resources & Links

Prerequisites for Sign-Up ​

Before beginning your Talking Shops journey, please ensure you have the following ready:

  1. Business Documentation
    • Business registration certificate or equivalent legal document
    • Tax ID/VAT registration number
    • Business address proof (utility bill, lease agreement, etc.)
    • Government-issued ID for the business representative
  2. Professional Website or Online Presence
    • A fully functional business website with SSL (https://) is strongly recommended
    • Alternatively, you can use:
      • Facebook Business Page (fully completed with About section, contact information, and products/services)
      • Instagram Business Profile (complete bio, contact info, and product posts)
      • Google Business Profile (verified with complete information)
      • E-commerce marketplace store (Amazon, Etsy, etc. with positive reviews)
    • Whichever platform you use should include:
      • Clear business description
      • Contact information
      • Product/service details
      • Preferably some customer reviews or testimonials
    • Note: While alternatives can work, a professional website significantly reduces the risk of account suspension during Meta's review process
  3. Phone Number Requirements
    • A dedicated business phone number (not previously used for WhatsApp, preferably freshly issued)
    • Phone number from the same country as your business registration
    • Access to SMS and calls on this number for verification
  4. Facebook/Meta Resources
    • Access to Facebook Business Manager (or ability to create one)
    • Business email address (preferably with your business domain)
    • Credit card for Meta ads account (for marketing features)
  5. Product Information (for e-commerce)
    • Product images meeting Meta requirements (high quality, clear background)
    • Product descriptions, pricing, and SKUs
    • Product categorization information
  6. Razorpay Account (for e-commerce)

Having these resources ready before starting will significantly streamline your onboarding process and reduce the risk of account suspensions or verification delays.

🚨 Important Note About Your WhatsApp Number

Once you connect your WhatsApp number to Talking Shops through the WhatsApp Business API, this number will be exclusively linked to our platform and cannot be used simultaneously with the WhatsApp Business App.

  • You will need to uninstall the WhatsApp Business App if you're currently using it with this number
  • The number cannot be used on multiple devices or platforms simultaneously
  • You will manage all messaging through the Talking Shops dashboard instead
  • This is a WhatsApp platform limitation, not specific to Talking Shops
  • If you want to use both, you'll need separate phone numbers for each

If you're currently using this number with customers through the WhatsApp Business App, we recommend notifying them about the transition before connecting to Talking Shops to ensure continuous communication.

This exclusive connection provides enhanced capabilities like automation, analytics, and advanced commerce features that aren't available through the standard WhatsApp Business App.

Account Setup ​

Purpose: Connects your Talking Shops account to your Facebook Business Manager, enabling WhatsApp Business API integration.

Required for:

  • Using WhatsApp Business API
  • Accessing your WhatsApp catalog
  • Sending and receiving WhatsApp messages
  • All core platform functionality

Steps:

  1. Navigate to Settings in your Talking Shops dashboard
  2. Navigate to Business Settings in the settings sidebar
  3. Click "Connect Facebook Account"
  4. Log in to your Facebook Business Manager account
  5. Grant the necessary permissions
  6. Select the WhatsApp Business Account you want to connect

Best Practices:

  • Use this guide for a detailed list of best practices
  • Use a Business Manager account with admin access
  • Ensure your Facebook Business account is in good standing
  • Connect to a dedicated WhatsApp Business Account for your business
  • Make sure you follow WhatsApp Number Best Practices while linking your phone number.
  • Have your business details ready (business name, address, email, etc.)

Common Issues:

  • Permission errors: Ensure you have admin rights to the Business Manager
  • Account restrictions: Check for any limitations on your Facebook account
  • Integration failures: Verify your WhatsApp Business API is active

Connect Razorpay Account ​

Purpose: Enables payment processing for orders received through your WhatsApp bot.

Required for:

  • Processing payments through WhatsApp
  • Automated order completion
  • Payment tracking and reconciliation

Optional if: You're only using Talking Shops for marketing or customer service without payment collection.

Steps:

  1. Go to Payment Settings in your Business Settings
  2. Click "Connect Razorpay"
  3. Log in to your Razorpay account or create a new one
  4. Complete the authorization process
  5. Verify the connection by checking the status indicator

Best Practices:

  • Use a dedicated Razorpay business account
  • Complete Razorpay's KYC verification before connecting
  • Test the payment flow after integration
  • Set up proper tax and invoice settings

Complete Meta Verification ​

Purpose: Verifies your business with Meta to unlock full WhatsApp Business API capabilities and gain customer trust.

Required for:

  • Using a Meta-provided free WhatsApp number
  • Removing message limitations
  • Accessing all template types
  • Higher message volume allowances

Optional if: You're using your own WhatsApp number and don't need expanded capabilities.

Steps:

  1. Visit Meta Business Help Center for verification
  2. Follow the verification process guidelines
  3. Submit required business documentation:
    • Business registration certificate
    • Tax ID/VAT registration
    • Business address proof
  5. Wait for verification approval (typically 1-7 business days)
  6. Update your Talking Shops settings once verified

Best Practices:

  • Ensure all business documents are current and legible
  • Use consistent business information across all documents
  • Prepare for possible additional verification requests
  • Complete verification before scaling your messaging

Documentation Requirements:

  • Business registration/license
  • Tax ID documentation
  • Proof of business address
  • Personal ID of the business representative
  • All documents must clearly show business name matching your WhatsApp account

Bot Activation ​

Verify WhatsApp Status ​

Purpose: Confirms your WhatsApp Business Account is correctly set up and ready to send messages.

Required for:

  • All WhatsApp messaging functionality
  • Template message approval
  • Bot deployment

Steps:

  1. Visit WhatsApp Manager in Facebook Business Manager
  2. Check account status indicators:
    • Account Status (should be "Active")
    • Display Name Status (should be "APPROVED" or "AVAILABLE_WITHOUT_REVIEW")
    • Quality Rating (ideally "GREEN")
  3. Resolve any issues indicated in the status panel

Status Meanings:

  • Account Status:
    • Active: Your account is operational
    • Disabled: Account has been restricted by Meta
  • Display Name Status:
    • APPROVED/AVAILABLE_WITHOUT_REVIEW: Your display name is approved
    • PENDING_REVIEW: Name is under review, cannot send messages yet
    • DECLINED: Name was rejected, submit a new one
    • EXPIRED: Certificate expired, needs renewal
    • NONE: No certificate available
  • Quality Rating:
    • GREEN: Good standing
    • YELLOW: Monitor engagement, potential issues
    • RED: Account at risk of restrictions

Best Practices:

  • Use a clear business name that matches your documentation
  • Maintain high-quality customer interactions to keep a GREEN rating
  • Regularly check your status in WhatsApp Manager
  • Address any quality issues promptly

Launch a Bot ​

Purpose: Sets up your automated WhatsApp business presence to handle customer interactions.

Required for:

  • Automated customer interactions
  • Product browsing via WhatsApp
  • Order processing
  • Customer support automation

Steps:

  1. Go to Bot Marketplace in your dashboard
  2. Browse available bot templates
  3. Select a template that matches your business needs
  4. Customize the bot configuration:
    • Update product catalog
    • Configure response flows
    • Set up payment options
    • Customize automated messages
  5. Test the bot functionality
  6. Deploy to your WhatsApp number

Bot Types Available:

  • E-commerce bots with product catalog
  • Appointment booking systems
  • Customer support bots
  • Lead generation bots
  • Custom bots for specific business needs

Best Practices:

  • Start with a template closest to your business model
  • Test thoroughly before full deployment
  • Set up proper fallback options for complex customer queries
  • Plan for human handoff for complicated scenarios

Marketing Setup ​

Add Payment Method ​

Purpose: Enables payment for WhatsApp marketing messages, which operate on a pay-per-message model.

Required for:

  • Sending marketing message templates
  • Broadcast campaigns
  • Promotional announcements

Optional if: You're only using customer service or transactional messaging.

Steps:

  1. Go to WhatsApp Business Manager
  2. Navigate to Payment Methods
  3. Add a credit card or other accepted payment method
  4. Verify the payment method is active
  5. Set up billing thresholds and alerts if desired

Best Practices:

  • Use a business credit card rather than personal
  • Set appropriate spending limits
  • Monitor message costs regularly
  • Understand the different pricing tiers based on conversation types

Create Message Template ​

Purpose: Designs pre-approved message formats for marketing and transactional messages.

Required for:

  • Initiating conversations with customers
  • Sending promotional messages
  • Broadcast campaigns
  • Re-engaging inactive customers

Types of Templates:

  • Marketing: For promotional content
  • Utility: For transactional updates
  • Authentication: For verification codes
  • Service: For customer service updates

Steps:

  1. Go to Templates section in your dashboard
  2. Click "Create New Template"
  3. Select template type (Marketing, Utility, etc.)
  4. Design your message with:
    • Text content
    • Media (if needed)
    • Call-to-action buttons
    • Dynamic variables for personalization
  5. Submit for Meta approval
  6. Wait for approval status (typically 24-48 hours)

Best Practices:

  • Follow Meta's content guidelines closely
  • Keep marketing templates clear and concise
  • Use variables for personalization
  • Create templates for common scenarios
  • Test templates before full deployment
  • Monitor rejection reasons and adjust accordingly

Send First Message ​

Purpose: Initiates your WhatsApp marketing efforts and tests your setup.

Required for:

  • Beginning customer engagement
  • Testing your message templates
  • Starting your marketing campaigns

Steps:

  1. Go to Marketing section in dashboard
  2. Create a new campaign or single message
  3. Select your approved template
  4. Choose target audience
  5. Schedule or send immediately
  6. Monitor delivery and engagement

Best Practices:

  • Start with a small audience test
  • Use non-promotional templates for first contact
  • Monitor delivery rates and engagement
  • Follow up on customer responses promptly
  • Analyze message performance before scaling

Campaign Types:

  • Welcome messages for new customers
  • Product announcements
  • Special offers
  • Re-engagement campaigns
  • Order follow-ups
  • Feedback requests

WhatsApp Number Best Practices ​

Number Selection ​

  • Business-Only Numbers: Use dedicated business numbers, never personal
  • Country Matching: Number should match your business registration country
  • Established Numbers: Avoid newly acquired numbers
  • Provider Stability: Use established telecom providers
  • Number Documentation: Maintain proof of number ownership

Number Security ​

  • Enable 2FA: Add two-factor authentication
  • SIM Protection: Use PIN protection for your SIM
  • Limited Access: Restrict who can access the number
  • Regular Verification: Periodically check registration status
  • Account Monitoring: Regularly review activity

Common Number Issues ​

  • Previous Bans: Meta may detect previously banned numbers
  • Region Mismatch: Using numbers from different regions than your business
  • Virtual Numbers: Some VoIP numbers may not be accepted
  • Suspicious Activity: Unusual usage patterns can trigger restrictions

Troubleshooting Common Issues ​

Account Connection Issues ​

  • Facebook Connection Errors:
    • Verify admin access in Business Manager
    • Check if your Business Manager is restricted
    • Ensure proper WhatsApp Business API setup
  • WhatsApp Status Problems:
    • If status shows "Disabled," check for policy violations
    • For "Pending Review" display name, wait for approval or choose another name
    • For "Quality Rating" issues, review recent message patterns
  • Template Rejections:
    • Review rejection reasons carefully
    • Adjust content to match Meta guidelines
    • Remove promotional language from non-marketing templates
    • Ensure your business name is consistent

Bot Setup Challenges ​

  • Bot Not Responding:
    • Verify WhatsApp connection status
    • Check webhook configurations
    • Ensure proper API credentials
  • Product Catalog Issues:
    • Verify catalog sync status
    • Check for product policy violations
    • Ensure images meet Meta requirements
  • Payment Processing Problems:
    • Verify Razorpay connection
    • Test payment flow in sandbox mode
    • Check for transaction errors

Feature Dependency Map ​

Use this section to determine which features you need based on your business objectives.

For Basic Customer Service ​

Essential:

  • Link Facebook Account
  • Verify WhatsApp Status
  • Launch a Bot (customer service template)

Optional:

  • Meta Verification (recommended but not required)
  • Marketing Templates (only for proactive outreach)

For E-commerce with Payments ​

Essential:

  • Link Facebook Account
  • Connect Razorpay Account
  • Verify WhatsApp Status
  • Launch a Bot (e-commerce template)
  • Create Message Templates (for order notifications)

Optional:

  • Marketing Setup (if sending promotional messages)
  • Meta Verification (highly recommended)

For Marketing Campaigns ​

Essential:

  • Link Facebook Account
  • Verify WhatsApp Status
  • Add Payment Method
  • Create Message Templates (marketing type)
  • Meta Verification (for higher volume)

Optional:

  • Razorpay Connection (only if collecting payments)
  • Bot Launch (if automation needed)

For Appointment Booking ​

Essential:

  • Link Facebook Account
  • Verify WhatsApp Status
  • Launch a Bot (booking template)
  • Create Message Templates (for appointment reminders)

Optional:

  • Razorpay Connection (if requiring deposits)
  • Marketing Setup (for promotion)

Meta & WhatsApp Official Resources ​

Account & Number Setup ​

Templates & Messaging ​

Payment Integration ​

Need additional assistance? Contact Talking Shops support at info@talkingshops.com or use the Contact Support option on the Talking Shops Dashboard.

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