WhatsApp

Your agent can answer messages sent to your WhatsApp Business number. You connect it by signing in with Facebook and picking or creating a number; there’s no Meta developer app, token, or webhook to set up.

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Before you start

You need:

• A Facebook account.
• A phone number for your business that can receive a text message or a call for verification.
• A number that isn’t signed in to the regular WhatsApp app. A number you use in the WhatsApp Business app is fine: see Keep using the WhatsApp Business app.

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Connect in one click

Everything after Meta’s window is automatic: your number is registered and incoming messages are sent to your agent.

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Keep using the WhatsApp Business app

Choose I already use the WhatsApp Business app to connect the number you already use in the app. The agent answers automatically, and you can still read and reply from the app on your phone. Your chat history stays. Meta’s requirements for this option:

• The number must be on the WhatsApp Business app, not regular WhatsApp, and in use there for at least 7 days on the latest version.
• It must not already be added to your WhatsApp Business account as an API number. If you tried the one-click option first, remove the number in WhatsApp Manager (Phone numbers), wait a few minutes, and try again.
• It isn’t available in every country.

You’ll confirm the connection in the app on your phone, so keep it nearby.

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The 24-hour rule and templates

This is WhatsApp’s rule. Your agent can reply freely within 24 hours of a customer’s last message, which covers normal back-and-forth. To start a conversation with someone who hasn’t messaged you in the last 24 hours, WhatsApp requires an approved message template. Once connected, click Manage templates in the WhatsApp window, then New template. Enter a Template name, Category (Utility or Marketing), the Message body with {{1}}-style variables and example values, and a Language, then click Submit for approval. Meta usually reviews templates within minutes to hours; the list shows each template’s status.

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Pause, disconnect, or move a number

• Pause: switch off Enable integration. Messages still arrive at your number; the agent stops answering.
• Disconnect: click Disconnect. The number stays in your Meta account; it just stops going to this agent.
• Move to another agent: disconnect it here, then connect it on the other agent.

Conversations appear in Conversations under WhatsApp. Your actions work on WhatsApp. The agent answers text messages; photos, voice notes, and documents aren’t answered.

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Use your own Meta app

If your business already runs the WhatsApp Cloud API with its own Meta app, click Using your own Meta app? Enter credentials manually and fill in: Unless you need your own app, the one-click connection is faster and needs no upkeep.