The access token comes from a Meta Business System User, not from the WhatsApp API Setup page. System users generate permanent, never-expiring tokens.

1

Create a System User in Meta Business Portfolio

1. Go to business.facebook.com → your Business Portfolio.
2. Navigate to Settings → Users → System Users.
3. Click + Add.
4. Enter a name (e.g. replyk.io system user) and set role to Employee.
5. Click Create system user.

2

Assign App Assets to the System User

With the system user selected, click Add Assets to grant access to your Meta app.

1. Select asset type: Apps.
2. Select your Meta app from the list.
3. Under Full control, enable Manage app.
4. Click Assign assets.

3

Generate a Permanent Access Token

Click the Generate token button on the system user row.

3a — Select your Meta App

Choose your Meta app and click Next.

3b — Set Expiration to Never

Select Never so the token never expires.

3c — Assign Permissions

Select both WhatsApp permissions, then click Generate token:

• whatsapp_business_management
• whatsapp_business_messaging

3d — Copy Your Token

Copy and save the token immediately — it will only be shown once.

Use Meta's Embedded Signup to connect without manually entering credentials.

1. In Business Settings → WhatsApp, click Connect with Facebook.
2. A Facebook popup opens — log in and select your WhatsApp Business Account.
3. Select or create the phone number to use.
4. Close the popup — Replyk exchanges the authorization code for an access token.

1. Go to Business Settings → Channels.
2. Click Connect on Messenger or Instagram — a Facebook login popup opens.
3. Log in and grant access to the Facebook Page (Messenger) or the Instagram professional account linked to it.
4. Pick the Page or Instagram account to connect — Replyk subscribes the webhook automatically.

• Incoming DMs are answered by the same AI Agent, using the same catalog, offers, and instructions as WhatsApp.
• Channel conversations appear in the Conversations page alongside WhatsApp chats, tagged with their source.
• If you reply manually from the connected Page or Instagram account, the AI automatically pauses for 30 minutes so you never talk over each other.
• Plan limits (per business): FREE/BASIC=1, PRO=3, ENTERPRISE=10 Messenger pages — and the same for Instagram accounts.

1. Go to Business Settings → Store Connections.
2. Click + Add Connection and select your platform.
3. Enter the required credentials.
4. Click Validate to test, then Save.
5. Copy the webhook URL and configure it in your store.
6. Optionally click Sync Products to import your catalog.

Credentials: Access Token, API Secret, Store URL (mystore.myshopify.com)

Features: Product sync, HMAC-SHA256 webhook verification, COD support, order tracking.

Credentials: Consumer Key, Consumer Secret, Webhook Secret, Store URL

Features: Product sync via REST API, HMAC-SHA256 verification, COD support.

Credentials: Access Token, Store URL

Features: Product sync, HMAC-SHA256 verification. Popular in Morocco.

Credentials: Access Token, Client Secret, Store URL

Features: GraphQL product sync, HMAC-SHA256 verification. Popular in MENA.

For custom platforms. You receive a webhook endpoint and secret to send orders from any system.

POST /api/store-webhook/MANUAL/{connectionId}
Content-Type: application/json
x-webhook-secret: YOUR_WEBHOOK_SECRET

{
 "external_order_id": "ORD-12345",
 "external_order_number": "INV-2026-001",
 "customer_name": "Ahmed El Fassi",
 "customer_phone": "+212600000001",
 "customer_email": "[email protected]",
 "customer_address": "123 Rue Mohammed V",
 "customer_city": "Casablanca",
 "customer_country": "MA",
 "total_amount": 350.00,
 "subtotal": 300.00,
 "shipping_cost": 50.00,
 "discount": 0,
 "currency_code": "MAD",
 "payment_method": "COD",
 "notes": "Please deliver in the morning",
 "items": [
 {
 "sku": "ARG-100",
 "quantity": 2,
 "price": 150.00
 }
 ]
}

curl -X POST \
 https://replyk.io/api/store-webhook/MANUAL/{connectionId} \
 -H "Content-Type: application/json" \
 -H "x-webhook-secret: YOUR_WEBHOOK_SECRET" \
 -d '{
 "external_order_id": "ORD-12345",
 "customer_name": "Ahmed",
 "customer_phone": "+212600000001",
 "total_amount": 350,
 "currency_code": "MAD",
 "items": [
 { "sku": "PROD-001", "quantity": 1, "price": 350 }
 ]
 }'

{
 "success": true,
 "orderId": "clx1abc...",
 "orderNumber": "ORD-26-001-01-A1"
}

{
 "statusCode": 400,
 "message": "Validation failed",
 "errors": [
 "customer_phone must be a string",
 "items must contain at least 1 element"
 ]
}

Import orders straight from a Google Sheet — Replyk polls the sheet and turns matching rows into orders (GOOGLE_SHEETS source).

1. Connect your Google account and pick the spreadsheet and tab.
2. Set row-filter rules so only the rows you want become orders.
3. Map the sheet columns to order fields (name, phone, product, price…).
4. Choose a WhatsApp template and sender, then pick a sync mode (live only, or include historical rows).

Two connection purposes: New Orders — each matching row becomes a draft order and the Agent runs a confirmation conversation; Delivery Follow-up — re-engage customers whose delivery failed (recovery message, no order created).

Full walkthrough: Google Sheets guide (authorizing, column mapping, and row rules).

Products are the core of your sales operation. The AI uses your catalog to recommend items, answer questions, and build orders.

• Add products — Go to Business → Products → Add Product.
• Required fields: Name, price, currency.
• Optional fields: SKU, description, images, category, stock quantity, cost price.
• Upsell/Add-on flags: Mark products as upsells or add-ons for AI recommendations.
• Stock tracking: Enable to track inventory and prevent overselling.

Automatically import products from connected stores (Shopify, WooCommerce, YouCan, LightFunnels).

1. Connect your store in Business Settings → Store Connections.
2. Click Sync Products on the connection.
3. Products are imported with name, price, images, SKU, and variants.
4. Re-sync anytime to update changes.

Sync your products to WhatsApp's native product catalog.

• Enable in Business Settings → WhatsApp → Catalog Sync.
• Products appear in WhatsApp's built-in catalog feature.
• Customers can browse products directly in the chat.

Offers bundle multiple products together at a special price.

1. Go to Business → Offers → Create Offer.
2. Give your offer a name and description.
3. Add products to the bundle.
4. Set the offer price (typically discounted from individual prices).
5. Set availability dates (optional).
6. Save and activate.

1. Go to Business Settings → Shipping.
2. Click + Add Connection and select your carrier.
3. Enter the required API credentials.
4. Click Test to validate before saving.
5. Choose Handling Type: STOCK (warehouse) or PICKUP (ramassage).
6. For STOCK, select your Warehouse City.
7. Optionally mark as Default for auto-assignment.

Credentials: API ID, API Key, Business ID

Features: Tracking, Cancellation, COD, Stock/Warehouse, Allow Open, Fragile, Try-Before-Buy, Replace.

Credentials: API Key, Warehouse (Agadir/Casablanca), Store Name (optional)

Features: Tracking, COD, Stock/Warehouse. No cancellation support.

Credentials: API Key (20 chars), Store Name

Features: Tracking, COD, Stock/Warehouse. Parcel types: NORMAL, CHANGE, RETURN.

Credentials: Customer ID, API Key

Features: Tracking, COD, Stock/Warehouse, Real-time Webhooks, Delivery Notes (PDF), Bulk Tracking, Delivery Man Info.

Credentials: Public Key, Secret Key

Features: Tracking, Cancellation, COD, Stock/Warehouse, downloadable shipping labels (PDF).

Credentials: API Key (from Paramètres → Mon compte)

Features: Tracking, COD, Stock/Warehouse. No cancellation support.

Credentials: Courier ID, Zone (optional, for transit-time estimates)

Features: Tracking, Cancellation, COD. For in-house or local delivery — no warehouse stock handling.

• Auto polling: Every 15 minutes for carriers with sync enabled.
• Real-time: OzonExpress pushes status updates instantly.
• Manual sync: Trigger from order detail page.
• Delivery Notes (PDF): OzonExpress and Sendit. Standard, ticketsA4, tickets10x10 formats.

1. Go to Business Settings → Templates → Create Template.
2. Set name (lowercase, letters/numbers/underscores), category, language.
3. Add header, body with {{1}} variables, footer, buttons.
4. Preview and submit to Meta for approval (usually minutes to hours).

Plan limits (template messages sent per billing cycle): FREE=100, BASIC=1,000, PRO=10,000, ENTERPRISE=Unlimited. Messages sent above the limit cost $0.002 each.

Numbered: {{1}}, {{2}}, {{3}} — WhatsApp standard format.

Named (auto-resolved):

Pick your Agent's persona in Business Settings → AI Agent. Each persona has its own name, tone, and language mix — from pure Darija to French-Darija and Darija-English blends.

• Sara (Professional & Warm, Darija) is the default persona.
• The available lineup depends on your business country and product type — it is curated and updated by the Replyk team.
• Switch personas anytime; try them side by side in the Playground first.

Guide your AI's behavior in Business Settings → AI Agent → Custom Instructions.

• Each instruction is a single sentence (max 30 words).
• Use for: brand voice, return policy, delivery promises, upsell rules.
• Plan limits: FREE=0, BASIC=3, PRO=5, ENTERPRISE=10.

Add FAQ entries in Business Settings → AI Agent → FAQ.

• Question + answer pairs the AI uses to respond.
• Great for: return policy, delivery times, payment methods.
• Max 500 chars per question, 1000 chars per answer.

Limit AI usage per conversation in Business Settings → Messaging → Cost Control.

• Set max incoming messages per conversation (default: 50).
• When reached, conversation is BLOCKED and AI stops.
• Exemptions: active orders, past customers (VIP), specific statuses.
• Manual override from chat view.

Test your AI in a sandbox before going live (all plans).

• Access from Business Settings → Playground.
• Chat in a WhatsApp-style interface.
• See memory, scheduled tasks, and function calls in real time.
• Switch agent profiles to compare behavior.

When enabled, your Agent learns from its own finished conversations and gets better at selling your products over time.

• After a conversation ends (won, lost, or cancelled), the Agent reflects on what worked and what didn't.
• Insights are consolidated into a playbook — sales tactics, objection handling, and product knowledge — that future replies draw from.
• Review the learned playbook, its stats, and per-conversation reflections in Business Settings → AI Agent → Self-Learning.
• Toggle it off anytime — the Agent stops learning but keeps using what it already knows.

Access all conversations in the main Conversations page.

• Filter by: Status (active/blocked), source (WhatsApp/store), conversion status, interest level.
• Search: By customer name, phone, or message content.
• Sort: By last message time, unread first.
• Bulk actions: Block, unblock, export.

Pause the AI and respond manually when needed.

1. Open a conversation and click Take Over.
2. AI pauses — you respond manually via the chat interface.
3. Send messages, media, templates, or product cards.
4. Click Resume AI to hand back to the agent.

Each conversation shows its current messaging window:

• 24h Window — Free messages allowed.
• 72h FEP Window — Free template messages (ad-sourced).
• Window Closed — Paid templates only.

Block abusive or spam conversations.

• Click Block on any conversation.
• AI stops responding, messages are still received but not processed.
• Unblock anytime to resume.
• Blocked conversations don't count toward cost control limits.

The Customers tab (Business → Customers) gathers everyone who has chatted or ordered, across all channels.

• Filter by interest level, orders, and activity; jump straight into a customer's conversation.
• CSV export of your customer list is available on the ENTERPRISE plan.

Additional statuses: NO_WHATSAPP, HUMAN_VERIFICATION_NEEDED, ARRIVED_AT_CITY, DELIVERY_SCHEDULED, POSTPONED, NO_RESPONSE, OUT_OF_ZONE, WRONG_PHONE, UNREACHABLE, TRAVELING, REFUSED, CARRIER_CANCELLED, DUPLICATE, REFUNDED.

1. Open order and click Send to Carrier.
2. Select shipping connection (or use default).
3. Enter delivery city (fuzzy search matches carrier cities).
4. Configure options (allow open, fragile, parcel type).
5. Confirm — a tracking number is assigned and the order becomes FULFILLED (it moves to SHIPPED once the carrier picks it up).

During conversations, the AI can schedule future actions:

• SEND_MESSAGE — Follow-up message at a specific time.
• CREATE_ORDER — Delayed order creation.
• Example: "I'll follow up with you tomorrow at 10am."

• View pending tasks in Business → Scheduled Tasks.
• Cancel tasks before they execute.
• See which conversation each task belongs to.
• Tasks execute automatically at the scheduled time.

The dashboard shows key metrics at a glance:

• Total Orders — Orders created in the period.
• Revenue — Total order value.
• Conversations — Active WhatsApp conversations.
• Conversion Rate — Conversations that resulted in orders.
• AI Responses — Replies sent by the Agent.
• AI Cost — Token usage and cost.

Filter by: Last 7 days, Last 30 days, or custom date range.

Charts show daily trends for orders, messages, token usage, and revenue.

The dashboard also surfaces daily AI recommendations — actionable tips based on yesterday's conversations, ads, and order quality.

1. Go to Business Settings → Integrations → Meta Conversions.
2. Enter your Pixel ID and Access Token.
3. Or click Create Pixel via WABA to create automatically.
4. Save and enable.

Replyk automatically fires these conversion events:

• Lead — When the AI detects a qualified lead (the conversation reaches high or medium interest), not on every new chat.
• Purchase — When an order is created from the conversation.
• Schedule — When a follow-up is scheduled.

Customize event mapping and send test events in the integration settings.

1. Go to Business Settings → Integrations → TikTok Conversions.
2. Enter your Event Set ID and Access Token.
3. Save and enable.

Replyk fires conversion events to TikTok when orders are created or confirmed.

1. Go to Business Settings → Integrations → Google Analytics.
2. Enter your GA4 Measurement ID and a Measurement Protocol API Secret (created in GA4 Admin → Data Streams).
3. Save and enable.

Replyk sends purchase and lead events server-side via the Measurement Protocol, with SHA-256-hashed phone and email for Enhanced Conversions — so Google can match WhatsApp orders to ad clicks without a gclid.

1. Go to Business → Retargeting → New Campaign.
2. Select an approved WhatsApp template and fill in variables.
3. Build audience: filter by interest level, order status, city, product, date range.
4. Optionally import external contacts (CSV).
5. Send now or schedule for later.
6. Review cost estimate, then launch.

AI automatically scores contacts based on engagement:

• Real-time cost calculation per WhatsApp market (country).
• Costs vary by template type (MARKETING vs UTILITY).
• Post-send analytics: sent, delivered, failed, read, replied.

Each team member has one role per business. The role decides what they can see and do inside that business — orders, conversations, products, settings, billing, and so on. The list below covers every role available today.

1. Go to Business Settings → Team.
2. Enter email and select role.
3. Click Add Member.
4. Member receives an invitation.

Seats included: FREE=1, BASIC=2, PRO=10, ENTERPRISE=20. On paid plans you can buy extra seats for $9/member per month.

Distribute incoming draft orders among your team automatically.

• In Business Settings → Team, assign each member a percentage of incoming orders (total must not exceed 100%).
• New draft orders are assigned according to those percentages; unallocated share stays unassigned.
• Reassigning an order also moves its conversation, sibling orders, and support tickets to the same member.
• Only the OWNER and ADMIN can view or edit routing rules.

10% discount on yearly billing.

• Delivery fee: 0.9% of the order total, deducted from your wallet when an order is delivered (all plans).
• Order overage: above your monthly order quota, each extra order costs a small percentage of its value — BASIC 0.03%, PRO 0.015%. On FREE, orders stop at the limit (no overage).
• Template overage: template messages beyond the monthly quota cost $0.002 each (FREE/BASIC/PRO).

AI conversations are billed per-message from a prepaid wallet.

• Top up at Dashboard → Top Up ($100, $200, $500, $1,000 or custom).
• Payments via Stripe (cards).
• Low balance alerts at $5.
• Detailed usage logs: cost per conversation, model, day.

• In-app — Bell icon with unread badge.
• Web Push — Browser notifications (opt-in).
• Mobile Push — Via Replyk mobile app.

Manage in Me → Settings → Notifications.

When customers report issues, the AI creates support tickets.

Ticket reasons:

View tickets in Business → Support Tickets. Each links to the conversation and optional order.

For bugs, billing, or feature requests:

• [email protected]
• +12029607468
• +212717444040
• Contact form: Dashboard → Contact