WHATSAPP HELP DESK SETUP CHECKLIST (CHATWOOT + OFFICIAL WHATSAPP API) Ken Designers ยท kendesigners.com/articles/whatsapp-help-desk-chatwoot-kenya/ Planning aid only. Check current Meta, Chatwoot and provider terms and prices. --------------------------------------------------------------- 1. KNOW YOUR VOLUME (count last month's chats) --------------------------------------------------------------- Customer chats per day: ______ Replies per month: ______ Top 30 questions customers ask (write the answer for each): 1. ________________________ 2. ________________________ 3. ________________________ 4. ________________________ 5. ________________________ (continue on paper) --------------------------------------------------------------- 2. META AND WHATSAPP --------------------------------------------------------------- [ ] Meta Business portfolio created (verified if possible) [ ] Phone number for the WhatsApp Business Platform decided [ ] Payment method added in WhatsApp Manager [ ] Current Kenya rates checked in WhatsApp Manager (service replies, utility, marketing, authentication) [ ] Message templates drafted and submitted: order confirmed, out for delivery, payment received, follow-up [ ] NOT using an unofficial WhatsApp Web library for this number --------------------------------------------------------------- 3. SERVER AND INSTALL --------------------------------------------------------------- [ ] Ubuntu server, 4 vCPU / 4-8 GB RAM, + 1 GB swap [ ] Subdomain (e.g. chat.yourstore.co.ke) pointing to the server [ ] Docker + compose plugin installed [ ] .env: SECRET_KEY_BASE, FRONTEND_URL, POSTGRES_PASSWORD, REDIS_PASSWORD, SMTP settings, ENABLE_ACCOUNT_SIGNUP=false [ ] db:chatwoot_prepare run; services up; /api returns 200 [ ] HTTPS via Caddy (or Nginx with underscores_in_headers on) [ ] Admin account created; agents invited --------------------------------------------------------------- 4. CONNECT WHATSAPP --------------------------------------------------------------- [ ] WhatsApp Cloud inbox created (manual details OR embedded signup) [ ] Webhook URL + verify token set in the Meta app (manual route) [ ] Test message received in Chatwoot; reply delivered to the phone [ ] Approved templates visible in Chatwoot --------------------------------------------------------------- 5. ORGANISE THE TEAM --------------------------------------------------------------- [ ] Teams: ______ / ______ / ______ [ ] Auto-assignment on; agent limits set [ ] Business hours + out-of-hours auto-responder [ ] 20 canned responses (/delivery, /mpesa, /returns, /hours ...) [ ] Labels: order / complaint / wholesale / paid / ______ [ ] Automation rules (e.g. "refund" -> Returns team, high priority) [ ] CSAT survey on resolve --------------------------------------------------------------- 6. AI ASSISTANT (Agent Bot) --------------------------------------------------------------- [ ] store_facts.md written: delivery areas + fees, M-Pesa steps, returns, hours, top product questions [ ] Bot answers ONLY from the facts file [ ] Hands off: money, refunds, specific orders, complaints, unknowns [ ] Customers told they are chatting with an automated assistant [ ] Weekly review of 20 bot conversations; facts file updated --------------------------------------------------------------- 7. MONTHLY RUNNING COST (USD) --------------------------------------------------------------- Server: ____ Backups/storage: ____ WhatsApp replies: ____ Templates: ____ AI replies: ____ TOTAL: ____ (KSh ______) --------------------------------------------------------------- 8. DATA PROTECTION AND OPERATIONS --------------------------------------------------------------- [ ] Privacy notice published; retention period decided [ ] ODPC registration requirement checked [ ] Nightly backups of Postgres + attachments; restore tested [ ] Two-step verification for agents; leavers removed same day [ ] Monthly update: pull image, run db:chatwoot_prepare, read notes --------------------------------------------------------------- 9. IF SELLING AS A SAAS --------------------------------------------------------------- [ ] One Chatwoot account per client; no enterprise features without licence [ ] Own brand; not called Chatwoot; custom-branding licence question checked [ ] Meta requirements for onboarding other businesses' WhatsApp checked [ ] Set-up fee + monthly fee + AI usage priced in KES; M-Pesa billing [ ] Uptime monitoring, backups and support response times in writing Notes: