Customer Engagement

Customer Engagement by Truora enables companies to create automated WhatsApp conversations to engage with their users through their favorite channel. With our platform, companies can create their own WhatsApp API chatbots with almost no code.

This guide will provide useful information to start using our platform and get the most out of it

Creating a Truora account

Generating an API Key

Once created your account:

  1. Open the account dashboard:
  2. Select API Keys in the sidebar on the left
  3. Click the Create button
  4. Write the name of your api key and then copy

Postman collection

In order to ease the process, you can import this Postman collection:

Creating a WhatsApp line

It is important to have your own WhatsApp API line, configured with your company name, logo, description and phone number. Since Truora is an official Meta partner, you can create your official WhatsApp API line with us!

The WhatsApp API enables you to automate communications with automated replies, WhatsApp chatbots & interactive messages, creating personalized communication flows that work best for you and your customers.


  • Phone number you need a phone number capable of receiving a SMS or call to authenticate it. It cannot be already connected to a previous WhatsApp account
  • Facebook business account you need access to your Facebook business account (

Need help with the prerequisites? Reach out to us at:

Please follow the steps below to create your WhatsApp line:

  1. Go to Settings
    Go to the Customer Engagement product panel ( and click on “Settings” in the sidebar.
  2. Click on Add account Once inside Settings, click on + Add account, as shown below:
    new flow
  3. Follow the Facebook widget steps Follow the step-by-step instructions to create the WhatsApp line.
    new flow

Done! Your new WhatsApp line will be automatically connected to Truora’s platform.

Creating an outbound message

To initiate a conversation with a user an outbound template must be created and approved by Meta.

To create a new outbound message in our platform follow the steps below:

  1. Open the connect dashboard:
  2. Go to Outbound messages
  3. Click create new message
    new flow
  4. Define a name for your outbound message: This is an internal name for you to keep track of your approved messages
  5. Define a message category:
    • Marketing: conversations related to your business, products, or services. These include offers and promos, related product suggestions, abandoned cart messages, or any conversation that doesn’t qualify as authentication or utility.
    • Utility: conversations directly related to a transaction, including post-purchase notifications and recurring billing statements.
    • Authentication: conversations that provide users one-time passcodes for authentication purposes. These can occur at any stage of the user journey — such as account registration, account recovery, or integrity challenges.
  6. Select the WhatsApp Business Account where you want to approve the message. Note: If you want to use this message using another line later, you will have to create it again.
  7. Select Message language
  8. Select Text type
    • Only text
    • Text + image
    • Text + video
    • Text + document
  9. Select conversation type
    • Notification: One-way interaction where no response is expected from the user.
    • Conversation: two-way interaction where a response is expected from the user to keep the conversation. This type of interaction will be connected to a flow later
  10. Define the message you want to send to your users. You can include customizable fields that you can send as parameters later (ex. Name, promo codes, payment date).
    new flow
    new flow
  11. Define the CTAs for the users. To prevent spam, there will always be an option for the user to finish the conversation.
  12. Click send to revision

Once submitted we will have to wait for Meta’s approval. It usually takes between 5 minutes and 5 business days for the outbound to be approved.

Creating a conversation flow

If you already have a flow created, you can skip this step.

A conversation in Flows is a customized WhatsApp chat that allows you to control the flow of the conversation. With Flows, you can create interactive conversations that guide users through a specific path, providing them with the information they need and helping them make decisions. By designing the conversation flow, you can ensure that users receive a personalized experience that meets their needs and engages them in a meaningful way.

Your users can start interacting with you through WhatsApp in 2 ways:

  • You can send them a message to start the conversation. This is called an Outbound Message
  • They send you a message to start the conversation. This is called an Inbound Message

To create a conversation flow you need to:

  1. Open the connect dashboard:
  2. Select Create new process
new flow
  1. Click continue
  2. Click in the + symbol to create a new block and select Answer options
new flow
  1. Write a tittle, your question and fill your options
  2. Finally add the block Finish chat to complete your flow.
  3. Select Save and then Save and publish.
  4. Select Test conversation to send an example message.

You can refer to this guide for more information about flows

Starting a conversation via API

To start a conversation via API you need 2 things:

  • The ID of your conversation Flow
  • The ID of your Outbound message

Flow ID Go to and find your flow then copy the ID.

Outbound ID
Outbound Message is the first message that you send to your users, it has to be created because it must be approved by Meta (so it isn’t classified as spam) and has a WABA line associated with it.

If you already have a Flow created, you can go to Outbound Messages by clicking on the sidebar on your left and copy the Outbound ID of any approved outbounds on the list.

To send the message, make a POST call to v1/whatsapp/outbounds/send

Send outbound

You will receive the following response

Response 200

Getting details from your conversations

Each time your users starts interacting with your flow, a process_id is generated to identify each unique conversation. You can use this id to extract the details of each conversation so you can take more action. To get the details of the conversation make a GET call to the /v1/processes/{process_id}/result endpoint.

Get results

You will receive the following response

Get results response

Connecting an external API

Using custom integrations, it’s possible to configure requests to external APIs and use them in a WhatsApp flow to obtain data and perform actions in your system. You can refer to this guide for more information

API Reference

For more detailed information, we encourage you to refer to our API reference.