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WhatsApp Business Platform

Everything you need to run WhatsApp sales at scale

Touch2me WA is a multi-tenant WhatsApp CRM with an AI bot, smart inbox, contact intelligence, bulk messaging, and team collaboration — all in one platform. This guide walks you through setup, connection, and every feature.

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app.touch2me.in/leadwa/inbox
Getting Started

Up and running in 4 steps

Follow these steps in order. You'll need a Meta Business account and a verified phone number before you begin.

1
Get WhatsApp Business API access from Meta
Create a Meta Business app at developers.facebook.com, add the WhatsApp product, and obtain your Phone Number ID and Permanent Access Token. You'll also pick a Business Account ID (WABA ID).
2
Enter credentials in Touch2me Settings
Open Settings → WhatsApp API inside Touch2me WA and paste your Phone Number ID, Access Token, and WABA ID. Save — the system will verify the connection immediately.
3
Register the webhook URL in Meta Dashboard
Copy the webhook URL shown in Settings and paste it into your Meta App's Webhook configuration. Set the Verify Token that appears next to the URL. Subscribe to messages and message_status fields.
4
Send a test WhatsApp message
Send a WhatsApp message from any number to your registered business phone. Within seconds it will appear in the Inbox. You're live.
Before You Begin

What you'll need

Gather these before starting the setup to avoid interruptions.

  • A Meta Business account — free at business.facebook.com
  • A phone number that can receive OTPs and is not already registered on personal WhatsApp
  • A Meta Developer App with the WhatsApp Business product added
  • A Gemini API key (free at aistudio.google.com) — required only for AI Bot and AI Assist features
  • Touch2me WA login credentials provided by your administrator
No credit card needed to test. Both the Meta WhatsApp sandbox and Google Gemini free tier are sufficient for full evaluation of Touch2me WA.
Connection

WhatsApp Business API Setup

Touch2me WA connects directly to Meta's Cloud API. No middleware, no third-party BSP fees.

Step 1 — Create your Meta App

Go to developers.facebook.com → My Apps → Create App
Choose Business as the app type. Give it a name (e.g., "Touch2me WA"). Link it to your Meta Business Account.
2
Add the WhatsApp product
In App Dashboard → Products → click Set Up next to WhatsApp. Select or create a WhatsApp Business Account (WABA).
3
Add and verify your phone number
Go to WhatsApp → Getting Started → Add phone number. Verify via OTP. Copy the Phone Number ID shown — you'll need this.
4
Generate a Permanent Access Token
In Meta Business Settings → System Users, create a System User with Admin role, assign it to your app, and generate a token with whatsapp_business_messaging and whatsapp_business_management permissions. System User tokens never expire.
Use a System User token, not a personal access token. Personal tokens expire when you change your Facebook password or after 60 days, breaking your WhatsApp connection.
Connection

Webhook Configuration

The webhook is how Meta sends incoming messages and delivery receipts to Touch2me WA in real time.

Your webhook URL

WEBHOOK URL 
https://your-server.com/leadwa/api/webhook
Find your exact webhook URL and Verify Token in Settings → WhatsApp API inside Touch2me WA. The URL is auto-generated for your server.

Register in Meta Dashboard

1
Open WhatsApp → Configuration in your Meta App
Click Edit next to Webhook. Paste your webhook URL and the Verify Token from Settings.
2
Click Verify and Save
Meta sends a GET request to your webhook. Touch2me WA auto-responds with the token challenge. You should see a green checkmark.
3
Subscribe to webhook fields
After verification, click Manage and subscribe to: messages, message_status. These are the only two fields needed.
Connection

Entering Credentials in Touch2me WA

Navigate to Settings → WhatsApp API and fill in these fields.

FieldWhere to find itExample
Phone Number IDMeta App → WhatsApp → Getting Started123456789012345
WhatsApp Access TokenMeta Business → System Users → Generate TokenEAABs...longtoken
WABA IDMeta App → WhatsApp → Business Accounts987654321098765
Webhook Verify TokenAuto-generated in Settings (copy from here)t2m_verify_abc123
Gemini API Keyaistudio.google.com → Get API KeyAIzaSy...key
All credentials are stored per-tenant. In a multi-tenant setup, each business account has its own isolated credentials, bot config, and data.
Features

What's inside Touch2me WA

Six integrated modules — each one designed for a specific part of your WhatsApp sales workflow.

Smart Inbox
Real-time conversations, assignment to agents, read receipts, voice notes, media.
Contact CRM
Tags, stages, interest status, assigned agent, custom fields, bulk import/export.
AI Bot
Gemini-powered auto-reply bot with custom system prompt, voice transcription, and interest classification.
AI Assist
In-conversation AI: summarize, suggest replies, and score lead intent — one click per conversation.
Bulk Messaging
Broadcast to segments with WhatsApp-approved templates. Scheduled delivery, delivery tracking.
Analytics
Conversation volume, response times, agent performance, and contact growth trends.
Feature

Inbox

Every incoming WhatsApp message lands here instantly. Assign conversations to team members, send text, images, documents, or voice replies — all from one screen.

Key capabilities

CapabilityHow it works
Real-time messagesWebhook delivers messages within 1–2 seconds. No polling, no refresh needed.
Assign to agentClick the agent dropdown in the conversation header. Assigned agent sees it in their filtered view.
Stage updateChange pipeline stage (New → Contacted → Qualified → Hot → Lost) directly from the conversation.
AI Assist menuClick the robot icon in the chat header for one-click summary, reply suggestions, or lead score.
Canned repliesType / in the message box to search saved canned replies. Press Enter to insert.
Internal notesAdd private notes visible only to your team — they don't get sent to the customer.
Contact info panelToggle the right panel to see full contact details, tags, tasks, and shared media.
Agent view: Agents only see conversations assigned to them. Admins see all conversations across all agents.
Feature

Contacts

A CRM layer on top of your WhatsApp conversations. Every contact that messages you is automatically created. Enrich them with tags, stages, and interest status.

Interest Status (AI-powered)

Each contact has an Interest badge automatically updated by the AI Bot after each conversation. It reads the last 12 messages and classifies:

Interested Not Interested Set (unclear)

Agents can also manually update the interest badge by clicking it directly in the contacts list.

Pipeline Stages

StageMeaning
NewFirst contact, no qualification done yet
ContactedAgent has engaged, conversation started
QualifiedConfirmed need, collecting details
HotReady to buy, follow-up required
LostDeclined or disengaged

Bulk Import

Upload a CSV with the columns below to import contacts in bulk. Existing contacts (matched by WhatsApp number) are updated, not duplicated.

CSV FORMAT 
wa_id,display_name,phone,email,organization,role
919876543210,Rahul Sharma,919876543210,rahul@email.com,GJTTI,Student
Feature

AI Bot

An always-on Gemini-powered assistant that handles incoming messages automatically — greets, qualifies, and classifies leads without any manual effort.

Setting up the bot

1
Open Automations in the sidebar
Navigate to Automations. This is where all bot settings live.
2
Enter your Gemini API key
Paste your Google Gemini API key in the Gemini API Key field. Get one free at aistudio.google.com. The key is stored securely per-tenant.
3
Write your System Prompt
The system prompt defines your bot's personality and knowledge. Be specific: include your business name, what you offer, opening hours, pricing, and how the bot should respond when asked for more details. Example below.
4
Enable the bot and save
Toggle Bot Enabled on. Click Save. Test by sending a WhatsApp message from a number — you should receive an automatic AI reply within 3–5 seconds.

Example system prompt

SYSTEM PROMPT EXAMPLE 
You are a helpful assistant for GJTTI Institute.
We offer JTT, Tally, and Computer courses in Kolkata.
Course fees: JTT ₹8,000 | Tally ₹5,000 | Computer Basics ₹3,500
Batch timings: Morning 9AM–12PM, Evening 5PM–8PM
When a student asks about enrollment, collect:
  - Name, age, qualification, preferred course, location
Be warm, concise, and respond in the language the user writes in.
Never make up information not mentioned here.

Voice message transcription

When a customer sends a voice note, the bot can transcribe it using Gemini and then respond to its content. Enable Transcribe Audio in bot settings to activate this.

Automatic interest classification

After each bot reply, the system silently sends the last 12 messages to Gemini and classifies the customer as Interested, Not Interested, or unclear. This updates the contact's Interest badge in the Contacts list automatically.

Test panel

Use the Test Bot panel on the right side of the Automations page to chat with your bot directly in the browser before going live — no WhatsApp message needed.

Feature

AI Assist

Three AI-powered tools for agents, available inside every conversation with a single click. Requires a Gemini API key configured in Settings.

Summarize Conversation
Reads the last 30 messages and returns 3–5 bullet points capturing key topics, customer needs, and unresolved questions. Useful when picking up a conversation mid-thread.
Suggest Replies
Generates 3 contextually appropriate reply options based on the conversation. Click Use on any suggestion to instantly paste it into the message box — edit before sending.
Score This Lead
Returns a buying intent score from 1–10 with a one-line reason (e.g., "Score: 8/10 — Customer asked about pricing and batch timings, clear enrollment intent"). Helps prioritize follow-up.

How to access AI Assist

Open any conversation → click the robot icon in the chat header → select an option from the dropdown menu.

Feature

Bulk Messaging

Send broadcast messages to hundreds of contacts at once using Meta-approved WhatsApp templates. Track delivery and read rates.

Approved templates required. WhatsApp only allows bulk messaging using templates pre-approved by Meta. Marketing messages sent to users who haven't messaged you first require a template.

How to send a bulk campaign

1
Create a message template in Meta Business Manager
Go to Meta Business → WhatsApp Manager → Message Templates. Create and submit for approval (usually 24–48 hours).
2
Open Bulk Messages → New Campaign
Select your approved template, choose a contact segment (by tag, stage, or all contacts), and schedule or send immediately.
3
Monitor delivery
The campaign dashboard shows sent, delivered, read, and failed counts in real time. Replies to bulk messages appear as normal inbox conversations.
Feature

Analytics

Understand conversation volume, agent performance, and lead pipeline health — all on one dashboard.

MetricWhat it measures
Total ConversationsAll conversations in the selected date range, with % change from prior period
Open / ResolvedConversations still active vs. closed by agent or bot
Avg. Response TimeMedian time from customer message to first agent reply
Bot HandledConversations where the bot replied at least once without agent intervention
Contact GrowthNew contacts this month vs. prior month with % change
Pipeline FunnelCount of contacts in each stage (New → Hot)
Feature

Voice Calls

Make and receive calls directly from Touch2Me using virtual numbers and browser-based dialling — no desk phone required.

Plan requirement: Voice Calls are available on Voice Basic, Voice Pro, Combo Basic, and Combo Pro plans. WhatsApp-only plans do not include this feature.

How it works

1
Add your virtual number
Go to Settings → Voice & Calls. Under Voice Virtual Numbers, click Add Number. Enter the Caller DID (phone number), SIP host, SIP credentials, and WebSocket URL from your VoBiz console. You can add multiple numbers — each with its own DID on the same SIP endpoint.
2
Assign numbers to agents
Go to Settings → Team. Edit any agent and assign them a virtual number from the dropdown. Agents will call out from their assigned number.
3
Call from the browser
Open any contact or lead and click the Call button. The browser dials via WebRTC — no software to install, no desk phone needed.
4
Review call logs & recordings
Every call is automatically logged with duration, direction, agent, and recording link. Find them under the contact timeline or the Calls tab.

Adding multiple virtual numbers

One SIP endpoint (same username, password, host) can serve multiple Caller DIDs. Each DID is a separate virtual number entry. This lets you run Sales on one number and Support on another — from a single VoBiz account.

Tip: Click "Import from Platform Config" inside the Add Number modal to auto-fill your saved SIP credentials. Then just change the Caller DID to a new number to add it.

Call Campaigns

Auto-dial a list of leads without manual intervention. Create a campaign under Calls → Campaigns, set a calling window and daily limit, and agents only pick up when a contact actually answers.

FeatureVoice BasicVoice ProCombo BasicCombo Pro
Virtual numbers1325
Browser dialler✓✓✓✓
Call recording✓✓✓✓
Auto-dial campaigns✓✓✓✓
Agents3105Unlimited
AI Voice Bot—✓—✓
Feature

Multiple WhatsApp Numbers

Connect more than one WhatsApp Business number to your workspace — one for Sales, one for Support, one per region.

Plan limits: Trial & WA Basic allow 1 number. WA Pro & Voice Pro allow 3 numbers. Combo Basic allows 2. Combo Pro allows 5 numbers.

Adding a WhatsApp number

1
Go to Settings → WA Numbers
Click Add Number. Enter a label (e.g. "Sales"), the Phone Number ID, WABA ID, and access token from your Meta Developer Console → WhatsApp → API Setup.
2
Set a default number
The default number is used for all outbound messages. You can change the default at any time — new conversations will use whichever is currently set as default.
3
Incoming messages are auto-routed
Touch2Me reads the phone_number_id field from Meta's webhook to identify which number received the message and routes it to the right inbox automatically.

Where to find your Phone Number ID

In the Meta Developer Console: open your App → WhatsApp → API Setup. The Phone Number ID is a long numeric string (e.g. 105829374019283) listed under your registered number.

PlanWhatsApp Numbers
Trial / WA Basic1
WA Pro / Voice Pro3
Combo Basic2
Combo Pro5
Feature

Team Management

Invite your sales or support team and control what each person can see and do.

Roles

RoleAccess
AdminFull access: settings, team management, billing, all conversations, bulk messaging, analytics
AgentInbox (assigned conversations only), contacts (assigned), canned replies, AI Assist

Inviting a team member

1
Go to Settings → Team
Click Invite Member. Enter their name, email, and select a role (Admin or Agent).
2
They receive an invite email
The invited user clicks the link, sets a password, and lands on the inbox — ready to work.
Support

Frequently Asked Questions

Common questions from buyers before and after going live.

Only when the bot is enabled in Automations and the conversation has no recent agent reply (to avoid interrupting human conversations). You can disable the bot per-tenant at any time.
Gemini 2.5 Flash has a generous free tier (15 RPM, 1M tokens/day). For most small businesses this is completely free. Heavy usage may require a paid Google AI Studio plan starting at ~$0.075 per 1M tokens.
Yes. Touch2me WA is fully multi-tenant. Each tenant has isolated contacts, conversations, bot config, API keys, and team members. A superadmin can manage all tenants from a single dashboard.
All messages still arrive in the inbox in real time. Agents handle them manually. The bot being off has no effect on message delivery — only on automatic replies.
The web app is fully responsive and works in the mobile browser. For the best experience on mobile, add it to your home screen (PWA). A dedicated native app is on the roadmap.
Yes. Gemini 2.5 Flash supports 40+ languages. Add an instruction in your system prompt like "Respond in the same language the customer uses." The bot will automatically detect and match Hindi, Tamil, Telugu, Bengali, and more.
Check that: (1) your server is publicly accessible (not localhost), (2) the webhook URL uses HTTPS with a valid SSL certificate, (3) the Verify Token in Meta exactly matches the one in Touch2me WA Settings. Re-check for extra spaces or line breaks when pasting.