How to Set Up WhatsApp AI Labels in Orqon: Step-by-Step Guide

Before You Begin

Orqon's WhatsApp integration uses the WhatsApp Business API to connect your business number to the Orqon dashboard. This guide walks you through the entire setup — from connecting your number to writing your first AI label prompt.

What you'll need:

• An active Orqon account (any paid plan)
• A WhatsApp Business account connected to a phone number
• Access to Meta Business Manager (for API verification)

Estimated setup time: 10–20 minutes

Step 1: Connect Your WhatsApp Number to Orqon

1. Log in to your Orqon dashboard at app.orqon.io
2. From the left sidebar, click WhatsApp Portal
3. Click Connect WhatsApp Number
4. You'll be redirected to Meta's secure OAuth flow — log in with the Facebook account linked to your Meta Business Manager
5. Select the WhatsApp Business Account and the phone number you want to connect
6. Grant the requested permissions and click Continue
7. Once complete, you'll be redirected back to Orqon — your number will appear as Connected in the WhatsApp Portal

Note: Your WhatsApp number must already be registered as a WhatsApp Business number. Personal WhatsApp numbers cannot be connected via the API.

Step 2: Navigate to the Labels Section

Once your number is connected:

1. In the Orqon sidebar, click WhatsApp Portal
2. Select the Labels tab at the top of the page
3. You'll see your label library — initially empty for new accounts

This is where you'll define all the categories Orqon's AI will use to sort your incoming WhatsApp messages.

Step 3: Create Your First AI Label

Click the "Create Label" button. A form will appear with two fields:

Label Name

This is the visible tag that will be displayed on each categorized conversation. Keep it short and clear:

• ✅ Sales Lead
• ✅ Support Request
• ✅ Order Status
• ✅ Billing Question
• ❌ Messages from people who want to buy something maybe — Too long

Label Prompt

This is your natural language instruction to the AI. Describe what kind of WhatsApp messages should receive this label. The more specific your prompt, the more accurate the categorization.

Format: _"WhatsApp messages that [describe content, sender type, or intent]"_

Example Prompts

Label: Sales Lead

Incoming WhatsApp messages from people who are asking about pricing, plans, services, features, or who express interest in purchasing or subscribing to any product or service.

Label: Support Request

Messages from existing customers reporting a problem, asking for help with a feature, experiencing an error or issue, or requesting technical assistance.

Label: Order Status

Messages asking about the status of an order, shipment, delivery, tracking number, or expected arrival time of a purchased product.

Label: Complaint

Messages expressing dissatisfaction, frustration, or a negative experience with a product, service, delivery, or customer support interaction.

Label: Partnership & Collaboration

Messages from businesses or individuals proposing a partnership, collaboration, sponsorship, reseller agreement, or affiliate opportunity.

Click Save after filling in both fields.

Step 4: Build a Complete Label System

For best results, create a label set that covers the most common types of messages your business receives. Here's a recommended starting set for most businesses:

Tip: Add a General Inquiry label as a catch-all with a broad prompt. This ensures every message gets a label, even edge cases the AI is less certain about.

Step 5: Test Your Labels with Real Messages

After creating your labels:

1. Go back to the WhatsApp Portal main view
2. Send a few test messages to your connected WhatsApp number from another phone
3. Within seconds, the messages will appear in your Orqon inbox — each with an AI-assigned label
4. Check whether the labels are assigned correctly

If a label is incorrectly assigned, go back to the Labels tab, click the label, and refine the prompt to be more specific.

Step 6: Refine and Optimize Your Prompts

AI label performance improves significantly with better prompts. Here are tips for getting the most accurate categorization:

Be Specific About Intent

Instead of: _"Messages about orders"_

Write: _"Messages asking about the current status, location, or expected delivery date of an already placed order — not messages asking how to place a new order."_

Differentiate Similar Categories

If you have both Sales Lead and Existing Customer, make sure the prompts explicitly differentiate them:

• Sales Lead: _"Messages from people who have NOT purchased yet and are asking about products, pricing, or features."_
• Existing Customer: _"Messages from people who have already made a purchase and are following up about their order or account."_

Use Examples in Your Prompt

You can include example message phrases in your prompt:

Messages where the customer says something like "How much does it cost?", "What are your prices?", "Do you have a discount?", or "I'm interested in your service."

Step 7: Set Up Label-Based Routing (Optional)

Once your labels are working, you can configure routing rules to automatically assign conversations to specific team members:

1. Go to Settings → Team Routing in the WhatsApp Portal
2. Click Add Routing Rule
3. Select a Label (e.g., Support Request)
4. Choose a Team Member or Team to assign those conversations to
5. Save the rule

Now, every message tagged Support Request will automatically be assigned to your support team — and every Sales Lead will go directly to your sales team.

Troubleshooting Common Issues

Labels not being assigned to messages

• Make sure the label is Active (toggle in the Labels tab)
• Check that your prompt is descriptive enough — overly short prompts may miss edge cases
• Verify that your WhatsApp number status shows Connected in the portal

Wrong label assigned to a message

• Review the prompt for that label — it may be too broad
• Check for overlap between two label prompts and make them more distinct
• Add specific negative conditions to your prompt (e.g., _"...but NOT messages asking about returns"_)

WhatsApp number showing as disconnected

• Re-authenticate via Meta OAuth in the WhatsApp Portal settings
• Ensure your Meta Business Manager account still has API access for that phone number
• Check that your Orqon plan is active

What Happens After Setup

Once your labels are live and your number is connected, Orqon works continuously in the background:

• Every incoming WhatsApp message is analyzed by AI within seconds
• The most relevant label is automatically assigned
• Messages are routed to the right team member (if routing is configured)
• Your team opens the inbox to a pre-sorted, prioritized conversation list

No ongoing configuration needed. The system runs 24/7, including nights, weekends, and holidays — so your customers always get a labeled, routed conversation regardless of when they reach out.

Next Steps

Now that your WhatsApp AI Labels are set up, explore these related features in Orqon:

• Quick Replies — Save templated responses for common label categories
• Analytics Dashboard — Track label distribution and response time by category
• Multi-Number Support — Connect multiple WhatsApp numbers and apply different label sets to each

Questions? Reach out to the Orqon support team via the in-app chat or email support@orqon.io.